Appliances Direct: most-reported complaints
Automated analysis of 1,353 public Trustpilot reviews published 2026-07-26 to 2026-09-27. TrustScore 4.3 from 155,269 total reviews — see the Trustpilot page. Quick answer: is Appliances Direct legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with unhelpful support and late deliveries, each cited in 32% of the 431 complaints identified. Faulty products were the next most common concern, appearing in 29% of complaints, followed by failed deliveries at 26%. These trends have remained flat during the reporting period.
How to reach Appliances Direct
These are the contact details Appliances Direct publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0871 984 4416, email [email protected], address Buy It Direct, Huddersfield, HD2 1UA, GB.
The company claimed its Trustpilot profile on 2014-05-09, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 94 of 130 in Appliance Store. We last checked this profile on 2026-09-27 and found 103 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 91 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Appliances Direct - appalling admin”, “Damaged goods from Appliances Direct”, “Appliances Direct - When It Gets It Wrong, It Blames You, The Customer”.
Elsewhere: 4.1★ on Google (3,643 reviews) · 4.7★ on Feefo (308,182)
TrustScore over time
4.3 → 4.3 across 9 census measurements since 2026-08-31. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-31 (99%, 2.8d) · 2026-09-05 (100%, 2.8d) · 2026-09-08 (99%, 2.8d) · 2026-09-11 (99%, 2.8d) · 2026-09-14 (99%, 2.8d) · 2026-09-17 (98%, 2.8d) · 2026-09-20 (99%, 2.8d) · 2026-09-23 (100%, 2.9d) · 2026-09-27 (100%, 2.8d).
Severity: 30% of this company’s 431 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (756 reviews record both dates).
Two readings of the same reviews
Trustpilot’s own automated summary of this company’s reviews reads as predominantly positive. Our classifier, reading the review text in our recent window, judged 17% of those reviews to be complaints — most often support unhelpful. Both are automated readings of the same public reviews; they weigh them differently.
What their policy promises
delivery promise: as promised
“Fast delivery as promised”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-08-31.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +1/-4 lines; added: + Portable; removed: + Portable | + Quiet (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 676 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 676 company replies to negative reviews analysed, 40% engaged with the specific problem and 55% were generic templates.
Review provenance: 1011 company-invited reviews in the recent window average 4.60★, while 78 organic (uninvited) reviews average 1.54★.
7% of its 843 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 32% of this company’s complaints vs a 18% median across 164 ranked companies in its sector.
Review velocity: 18,659 of this company’s 155,269 Trustpilot reviews (12%) were written in the last 12 months.
What are the most common complaints about Appliances Direct?
Support unhelpful
136 reports · 32% of complaintssteady“FIVE DELIVERY DATES, FRIDGE LEFT OUTSIDE, SPOILED FOOD & APPALLING CUSTOMER SERVICE”
The company replied on 2026-08-17: “Hi Luisa, Thank you for your review. We’re very sorry to hear about the issues you encountered with your order. This isn’t the level of service or quality we aim to provide, and we understand how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Despite this, they sent me a completely different TV from the one I ordered.”
The company replied on 2026-08-17: “Hi Arjun, Thank you for your review. Please accept our sincere apologies for the incorrect TV being sent twice and for the delays in resolving the issue. We fully understand your frustration,…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“they had sold them to someone else”
The company replied on 2026-08-10: “Hi Steven, Thank you for your review. Please accept our sincere apologies for the frustration caused by your order being cancelled after payment and the lack of communication regarding the…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Delivery late
136 reports · 32% of complaintssteady“FIVE DELIVERY DATES, FRIDGE LEFT OUTSIDE, SPOILED FOOD & APPALLING CUSTOMER SERVICE”
The company replied on 2026-08-17: “Hi Luisa, Thank you for your review. We’re very sorry to hear about the issues you encountered with your order. This isn’t the level of service or quality we aim to provide, and we understand how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“the delivery date came and went without any update or delivery.”
The company replied on 2026-08-12: “Hi Joe, Thank you for your review. Please accept our sincere apologies for the repeated delivery delays, lack of communication, items not matching the website description, and the difficulties you…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“The order is for a fridge freezer for a holiday home, where I have guests arriving today and am relying on this delivery.”
The company replied on 2026-08-21: “Hi Anne, Thank you for your review. Please accept our sincere apologies for the delivery delay, the contradictory information provided, and the level of customer service you experienced while trying…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Faulty product
125 reports · 29% of complaintssteady“waiting for a refund to hit my bank before I can go out and buy another”
The company replied on 2026-08-17: “Hi Natalie, Thank you for your review. Please accept our sincere apologies for the frustration caused by the ongoing issues with your washing machine and the back-and-forth involved. We understand…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“After 6 months it stopped working. I have been waiting for over 2 months for a repair or refund”
The company replied on 2026-08-07: “Hi Nicola, Thank you for your review. Please accept our sincere apologies for the delay in resolving the fault with your washing machine and for the frustration this has caused. We understand how…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
2 readers marked this review helpful on Trustpilot.
“one of the corners was bent double. We asked for a replacement but we're told we were one day outside of the 30 day returns window.”
The company replied on 2026-09-04: “Hi Peter, Thank you for your review. Please accept our sincere apologies for the issues you faced with your damaged sink. We understand how upsetting this experience must have been. Your feedback…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Delivery failed
112 reports · 26% of complaintssteady“FIVE DELIVERY DATES, FRIDGE LEFT OUTSIDE, SPOILED FOOD & APPALLING CUSTOMER SERVICE”
The company replied on 2026-08-17: “Hi Luisa, Thank you for your review. We’re very sorry to hear about the issues you encountered with your order. This isn’t the level of service or quality we aim to provide, and we understand how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Despite this, they sent me a completely different TV from the one I ordered.”
The company replied on 2026-08-17: “Hi Arjun, Thank you for your review. Please accept our sincere apologies for the incorrect TV being sent twice and for the delays in resolving the issue. We fully understand your frustration,…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“the delivery date came and went without any update or delivery.”
The company replied on 2026-08-12: “Hi Joe, Thank you for your review. Please accept our sincere apologies for the repeated delivery delays, lack of communication, items not matching the website description, and the difficulties you…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Not as described
33 reports · 8% of complaintssteady“the delivery date came and went without any update or delivery.”
The company replied on 2026-08-12: “Hi Joe, Thank you for your review. Please accept our sincere apologies for the repeated delivery delays, lack of communication, items not matching the website description, and the difficulties you…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Item wasn't as described.”
The company replied on 2026-08-20: “Hi William, Thank you for your review. Please accept our sincere apologies for the item not being as described and for the frustration caused by the proposed resolution and return arrangements. We…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“It arrived with the grease filter missing”
The company replied on 2026-08-11: “Hi, Thank you for your review. We’re very sorry to hear about the issues you encountered with your order. This isn’t the level of service or quality we aim to provide, and we understand how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Refund refused
31 reports · 7% of complaintssteady“one of the corners was bent double. We asked for a replacement but we're told we were one day outside of the 30 day returns window.”
The company replied on 2026-09-04: “Hi Peter, Thank you for your review. Please accept our sincere apologies for the issues you faced with your damaged sink. We understand how upsetting this experience must have been. Your feedback…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“Appliances direct say there's nothing they can do because I didn't report the damage in 5 days.”
The company replied on 2026-09-01: “Hi Scott, Thank you for your review. We’re very sorry to hear about the issues you encountered with your order. This isn’t the level of service or quality we aim to provide, and we understand how…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Repair refused, then return request refused.”
The company replied on 2026-08-21: “Hi Brendan, Thank you for your review. We’re very sorry to hear about the issues you encountered with your order. This isn’t the level of service or quality we aim to provide, and we understand how…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare Appliances Direct with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.