" URGENT WARNING: Beware of Samsung UK and Laptops Direct
Sharing my nightmare experience with Samsung UK and Laptops Direct to save you from a similar ordeal. Read on and spread the word to protect others!
In January 2023, I invested a substantial £1290 with Laptops Direct for a Samsung TV. Just five months later, the TV started acting up – malfunctions and irregularities galore, making it utterly unusable. Upon inspection, it was clear that the screen was damaged beneath the glass, a blatant manufacturing defect.
My pleas for assistance from Laptops Direct were met with shocking indifference and apathy. They shrugged off their responsibility, citing a measly three-month warranty and passing the buck to both me and Samsung. This heartless evasion reflects a disregard for customer satisfaction and product quality that's simply unforgivable.
After enduring a convoluted process, an engineer was finally dispatched to replace the faulty screen. But guess what? The other problems were ignored, then after that the tv started playing up again and the engineers were called back and took the tv away for two weeks and then brought it back and told me there is nothing wrong with it .So the TV came back to me unchanged. I contacted laptops direct again and was told there was no point ring them and get in touch with Samsung.
Turning to Samsung UK for help, I was met with more disappointment. They insisted on further repairs despite my concerns about the product's integrity and post-warranty problems. Their suggestion of a 10% discount on a replacement TV was an insulting slap in the face – evidence of their lack of respect for customers' investments. I don’t think buying another tv after it lasting for 5 months for 10 percent off going to appeal to anyone.
And also why would I be without a TV for 2 weeks and have loads of emails and sending photos etc if the TV is fine, Surely nobody can be that bored!!!... I didn’t want my money back I wanted to replacement!... the same model or equivalent
I Have now given up and will buy another TV. This is just a warning because I thought by using laptops direct I would save money rather then using larger companies but that 100 pound I saved has now cost me far more..
Updated response...
Just had a phone call from Laptop direct and they once again laid the blame with samsung and want nothing to do with my claim.
so new tv today for me.
having to the use of a faulty tv for 5 months for a cost of nearly £1300 doesn't sound like a bargain thou..... Pennywise pound foolish. I have taken the hit now but will continue to make sure I warn as many people over social"

"Laptop screen started bleeding after just 5 months of use. LD refusing to do anything about it, instead they are blaming me. They simply don't care it's take your money and run. They are breaking the law under the Consumer Rights Act. I have already contacted citizens advice and the trading standards ombudsman. DO NOT BUY ANYTHING FROM THESE SCAMMERS."

"Bought a monitor online (Lenovo ThinkVision) from Laptops Direct which was delivered within days. This is where the bang stops. The webcam was faulty. Asked for the unit to be picked up and it only took their courier "service" x3 attempts to actually do so, as they couldn't locate an address in W1 (sic !)... 2 weeks later and without even consulting me, they just sent me a refund (- shipping cost) when I had clearly asked them to fix the issue and ship back the unit. Pathetic from start to finish."

"I've been waiting for over 3 weeks for a laptop to be delivered. My son started school 2 weeks ago and has missed out due this issue. Regular reassurances from customer services that they will follow-up and get back to me - no communication has been forthcoming and i'd had to spend significant time myself chasing this up. Other tech retailers can delivery within 24 hours - will definitely not be re-using LaptopsDirect and will advise others to avoid."

"I would suggest you don’t buy anything from this company! A laptop we bought had a screen failure after 2 hours of use and they refused to refund as they said it was a ‘user error’! Absolute charlatans! Avoid this company at all costs! "

"Still waiting for a refund for a faulty phone nearly 4 weeks after I returned the item impossible to speak to someone on the phone unless you want to buy something and only get automated email reply promising a reply in less than 48 hours which is all a big lie as this never happens
Will now report to trading standards "

"Laptop direct I want my laptop back working or a new laptop.
ASAP as you have had it since November. Takes the pxxxx
My daughter is having to do online schooling have no laptop as you have had this laptop back twice now.
In fact laptop direct has now had the laptop over 5 months now. In total as it wouldnt work in march last year.
Please answer my messages
And get back to me"

"I bought a monitor from this company in November 2020 and paid using Paypal. They send the monitor to a wrong address and refuse to take responsibility for their mistake. I am £140 out of pocket I do not have the monitor I paid for and Laptop Direct refuses to correct their mistake. I even went to the address they claim they have sent the monitor to but IT IS AN EMPTY PROPERTY, NOBODY LIVES THERE, where they delivered my monitor I do not know but certainly not to my address or any other address. This was the first time I purchased an item from this company and will be the lost. I think paying a few extra pound and buying whatever you need from a reputable company would be a better option. I WILL NOT RECOMMEND THIS COMPANY WHATSOEVER. KEEP YOUIR MONEY SAFE AND SPEND IT SOMEWHERE ELS."

"I paid for an Xbox on the 30th of March at the cost of £329.26 for my father to keep him entertained due to the lockdown.
I have CCTV around the outside of my house and I waited for it eagerly for my father so as we could enjoy some gaming together.
After 3 days, I get an email asking how they have done... Not so well considering that it had not arrived but afterall, it was only 3 days.

After 11 days on the 10th of April, I decided to contact them having given ample time for it to arrive and checking the CCTV footage from around the house in case I missed it.

Finally after another 11 days on the 21st of April, I get an automated email and then someone also emailed me with the following:
"We do apologise for the inconveniences caused here, we are still currently investigating this with DPD, and are due to conclude within 24 to 72 hours from now. We will be in touch to resolve this matter. Can you advise at this stage if you are still wanting the item? Or a refund?"

By this point, I had already shelled out more money just buying one from a local retailer as both myself and my father were getting pretty bored in the house. So I requested a refund and again checked the CCTV - No sign of DPD except for a parcel that was no bigger than a book, turns out, my father ordered a tablet for himself instead. Still no Xbox

This went back and forth from this point where the typical response from them was "we are investigating with DPD"

After multiple emails, I decided to use all of the details I could find to find someone higher up the chain to deal with as I was clearly getting nowhere. Eventually I got a response as below:

"We’re really sorry that you’ve had to send through an email regarding your experience with us.
I’ve got a dedicated team on hand to help our customers where there’s an issue we haven’t been able to resolve. One of my team will be in touch within the next 72 hours and they will be your single point of contact and try and help resolve any issues you’re experiencing.
My apologies again that it’s got to this point but rest assured we’ll look into this further for you.
Kind Regards
Paul Sims
Head of Customer Service"

And then I also get this from someone else:

"Thank you for taking the time to email me. My sincere apologies that you have got to a point where you’re having to send this email.
I’ll be working with my team and Head of Customer Service to further investigate the issues you’ve had with us. We’ll get back in touch once our investigation is complete to let you know how we can help.
Kind Regards
James Rigg
Customer Service Director"

The next day, on the 23rd of April..... 24 DAYS after I had ordered the damn thing I am given "I will aim to be in touch with you within the next 2-3 working days" SERIOUSLY? From the email address: ****@**** YET the email was signed by a "Katrina Shaw"?

I also got promised a call from a case manager by 11AM the next day which never happened.
After waiting another 3 days for the promised call, I contacted YET AGAIN on the 27th and was met by the response on the 28th of April:

"I am truly sorry for the delay and any inconvenience this has caused.
I have tried to call you this morning and left a voicemail.
DPD have advised us they have chased this investigation up and can see that all of there checkes show this parcel was delivered to the correct address.
Due to this, our investigation is now closed."

WHAT THE ACTUAL F**K? I checked, no call, no voicemail, nothing and DPD still maintain that they delivered it apparently? Despite there only being one appearance by them, with one parcel, for an android tablet completely unrelated, recorded on CCTV.

DPD did call me however on the 28th and ask me if it had been delivered, to which my response was the obvious, no, where is it? "Ah right, we'll continue to look into it".... then nothing

At this point, I replied to Laptops Indirect with:
"One of their checks was to ring me and ask me if it Was delivered!
It hardly takes a month! Where is the xbox or where is the money?
I have no choice but to call my bank and do a charge back. This is ridiculous and I'm furious.
Over £300 I'm out and all you have is this?!"

On the 29th of April, I get this:
"I hope you are well!
I am really sorry to hear of the issues raised here.
Please be aware as we had no contact from you DPD closed the investigation down.
Please can you provide a denial statement on paper along with proof of your signature, once we have this we will pass over to senior management to review and advise within 48 hours."

A denial statement.... ARE YOU SERIOUS?! The whole damn email chain is a denial statement! Where is my money or my Xbox?! Either one will do at this point!

Nothing.... They have since disputed the chargeback with my bank and now my bank has locked my account. I cannot withdraw money and have had to borrow to stock the cupboards.
An absolute audacious disgrace! "

"Selling items not in stock
Firstly, I would suggest the scenario below is nothing to do with COVID, and all to do with arrogance for the customer.

I Ordered a monitor on next day service (£9.98) at 3pm on Thursday 2nd July.
At 21:00 on the 2nd I received an email to say warehouse has an issue and that I would be told by 3pm on Friday 3rd July (after their CS closes conveniently, and they don't work weekends!?) what day to expect delivery, and that it won't be delivered Friday.
Friday 3rd had an email at 07:20 to say "despatched from one of their warehouses" but when clicking the track button it says "despatched from one of our suppliers - no tracking available"

So - looks like I will have no monitor over the weekend for an urgent work project, but who knows - it may turn up.
1/ They have clearly sold something as available when it was not
2/ They have sold me next day delivery, when they knew that it wasn't going to happen
3/They have failed, as they said they would, to give me a delivery date by 3pm on Friday 3rd July
4/ Their Customer service shuts at 2pm on a Friday and does not open weekends
5/ They have not replied to any e-messages. First one sent at 21:22 on Thursday 2nd July.
6/ They mark orders as 'accepted' when dispatched, so I can't cancel on-line and I can't talk to anyone to cancel (so that I can buy elsewhere and get delivered Saturday) as CS shuts at 2 pm - I mean what's all that about!

This means, like so many others on Trust Pilot, that I'm in limbo land with this company.

I fully expect to see no monitor on Saturday, but I just have to 'wait and see'

On Monday I will be cancelling the order (if CS answer the phone), but then it will mean I don't get the monitor from another company until Tuesday.

Shocking Customer Service, and selling stock as next day when they clearly don't have it available for tomorrow is misleading at best.

nb. just this second has a text from parcelforce express 24 to say a parcel will be delivered on Monday - I have no idea if this is from Laptops Direct or not.
Having just looked at their terms it says to return the item will be at my own expense. If it is the monitor, I'm so tempted to refuse delivery, and just wait another day for someone to deliver that deserves customers.

Laptops Direct certainly do not deserve customers!!!"

"They created parcel number with hermes but never posted it. Sending me that number and apologising for delay because of coronavirus. I checked with hermes numerous times and they confirmed that parcel was never delivered to them. Bunch of scum bags. "

"Ordered a laptop and arranged to pay through finance.
Paid extra for next day delivery and here the nightmare starts.
Item delivered after 5 days, item delivered was same model but very inferior specs than ordered.
Item ordered was 9750H and item delivered 8750H.
• The actual item ordered had 2.6 GHz processor and the item delivered had 2.2 GHz processor.
• The item ordered had 16GB DDR4 SODIMM and the item delivered had 8GB RAM.
• The item ordered had 512GB SSD drive and item delivered had 120GB SSD drive.
• The item ordered had GTX 1660 graphics card and item delivered had GTX 1060 card.

Clearly specification ordered and received are no way near the match and I was just offered a refund of £20 or £30 whereas the specifications ordered and received could be difference of over £480 credit . Please note I also installed my Office 365 license on it before I noticed the various issues and this means I cant use that license key anymore and lost £56.
I tried calling customer services many times and was on hold for long and then I left with an option to receive a call back but so far I have not received that call.

The customer service I have received was very poor and now I am told that the item will be collected and not any confirmation given in terms of refund.
Collection of item was very quick and it took over 18 days to get my deposit back.
I will keep away for this company and buy from a reputable seller
"

" I could leave a 0 star rating I would. I have never received such appalling customer service as with this company. After contacting them about a 'less than week old' laptop that wasn't working correctly and having got confirmation from the manufacturer that it needed replacing I was told that a new laptop would be sent out the following day and the old one collected at the same time. I was told that an email would be sent out with the delivery slot for the following day. By the next morning I had received no email so I contacted them again only to be told they had no idea why I was given that information and that was incorrect that they were sorry but that what needed to happen was the old one would be collected first and then that would trigger a collected email to the company who would then release the new laptop, which would then be delivered the following day. After receiving a confusing email from the company that afternoon I phoned again to confirm that what I had been told that morning was correct and they said yes, the information on the phone was correct, a collection had been arranged for Monday morning and then a new laptop would be delivered Tuesday. Over the weekend I then receive an email telling me that was incorrect information and actually I had to wait 2-5 days for the laptop to be returned and then another 2-5 days for it to be checked over and only then would they release the new one. I phoned back again on Monday to be told yes that email was correct I had once again been misinformed but I would have to wait. I am utterly disgusted and I will never buy a product from this company again. It's all well and good having a great and speedy delivery, but when things go wrong, they are a shambles. Noone seems to know what is going on, no-one knows what the correct processes are and then you are expected to wait for 2 weeks in total from start to end, with just a sorry. All the while being out of pocket and with nothing to show for it. Absolutely disgusting."

"Low morals and very poor practices can prove they are dodgy"

"I bought a minitor from them and paid for next day delivery. Next day nothing arrived. I emailed them but nothing. I try to contact them day after that. I called sales team but redirect me to the custmer service, i m waiting for more then 30 mn and no one reply. If you call sale service they reply in a minute. Just try before you buy, you ll see.
So if you don't want to have problem better avoid them."