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We're taking orders and delivering as normal, and doing everything we can to protect our customers and staff. Learn more

Appliances Direct Complaints Process

As much as we'd like to be we're not perfect and unfortunately sometimes on rare occasions things can go wrong. We always hope that you will be 100% happy with your product and your experience with us, but if for any reason you aren't we would like the chance to put things right and also tell the relevant staff members about what's happened to help resolve any issues for the future.

Please note that Appliances Direct are part of the Buy it Direct Group so you may see email addresses or be contacted by someone from Buy it Direct.

Step 1: Contact our Customer Service Team

We're really sorry to hear that something wasn't quite right. If you get in touch with us we can look into this further for you.

Call us on 03300 412 271, this number is normally included as part of your mobile minutes.

Or send us a Message. We aim to respond to messages within 24 working hours of receiving your message.

Step 2: Head of Department Escalation

If you didn't receive the service you required from our team you can email our Head of Customer Services with details of your order and any problems you have experienced. We aim to respond within 72 working hours of receiving your message.

Step 3: Director Escalation

If after contacting us you feel we still haven't resolved your complaint satisfactorily, please email or write to our Customer Service Director, James Rigg.
James will respond to you within 5 working days of receiving your message.


By Post:
Customer Service Director
Buy it Direct
Neptune Way
Trident Business Park
Leeds Road

Alternative Dispute Resolution

If you are still not satisfied with the outcome of your complaint investigation and all avenues have been exhausted then we will contact you either by email or letter giving details of a certified Alternative Dispute Resolution provider and potential next steps.

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