Martin W.

Bought a vacuum with a description that clearly stated 'brand new'.
Item delivered was not brand new - no packaging, no instruction booklet/docs, all but one tool attachment was missing, physical damage to the cleaner (extensive scrapes/gouging around the brush head housing). And, most of all, the item doesn't work (doesn't even switch on)
Direct vacuums aren't taking calls, so I emailed them requesting a full refund within 7 days.
When they eventually responded (day 5), they only offered a partial refund or exchange. I have rejected this and requested a full refund. Still awaiting on their response a further 5 days on.
Appalling customer service.
I've had to put it in the hands of PayPal to hopefully get a resolution, and will be contacting their local Trading Standards Office to lodge a complaint..

Placed an order 14th December for a Christmas present. Received confirmation email. On 16th received another email saying order will be on its way soon. On 17th I get another email cheerfully telling me I've got a full refund. Only by checking the status of the order on their site do I find out they've cancelled the order. No explanation why.
When I call them, I am told they oversold the product so they've cancelled some orders. 8 days before Xmas. No offer of any apology gesture (like a discount for future orders). Almost everywhere else has sold out at this late stage, and the timeframe now makes a new order a gamble.
Appalling customer service.