Direct Trade Supplies - www.directtradesupplies.co.uk

Had ordered emergency lights after 5 days

Had to cancelled the order as there was no trace of my lights and customer service very rude people they don’t care for the customer. Will strongly recommend not to buy anything from them .

Never will buy from this shop.

Staff lacks customer service.

Avoid this company at all costs! Disgraceful customer service and rude and incompetent general manager. Bought lights from here after speaking to a sales rep and being assured they were the correct ones that I was after. They of course weren't and when I called back to resolve and return the items was informed that I needed to pay for the return postage despite being mis-sold the product. When trying to explain the situation I was met with their arrogant, rude and defensive "general manager" who called me a liar and continued a rude theme throughout the call. Plenty of other places for honest customers to go, good bye.

I’m not one to post reviews usually but it feels like a civil duty to warn people before they dive head first in to a faeces filled pool of bad customer service and, in my opinion, that is what my experience with Direct Trade Supplies has felt like.

After their delivery service (DX) brought the lights I ordered to the billing address and not the delivery address (despite it being printed very clearly on the packages and delivery notice), I called to ask that they were picked up again and dropped off where they should be. The fella I spoke to popped me on hold to presumably pick his nose and eat it, then eventually told me it would be collected the following day. I had to take this day off to be home for the courier and I’d asked the suspected nose-picker to let me know what time the courier would be coming…he assured me I’d receive a call in the morning with an idea of times.

Guess what? No call and no courier. I called them back at around 4pm and another suspected bogey flicker told me he’d look in to it and get back to me. I then received an email from a man that appears to be about as useful as a chocolate fireguard and as competent at his job as Boris Johnson is at his. After he was unable to push their couriers for any solid information, I was told they’d likely pick it up the next day. I couldn’t take another day’s annual leave, so my partner kindly offered. When the DX courier did eventually show up, he walked in to our house uninvited to grab the packages but appeared to have absolutely no idea where the packages were then due to be taken. He did eventually learn to read and stated the delivery postcode which my partner knew to be correct, and off he went.

It then came as quite the surprise to me that, when I chased him to double check they were heading to the correct delivery address, he chucked another curve ball at me…the courier has to take them back to their depot overnight and so won’t deliver them to the delivery venue until the following day! Now, I don’t know about you but I have, quite literally never in my life booked a courier that had to keep your packages overnight before delivering. It’s worth nothing that whilst DX were insistent on cuddling up to my packages for another day, the electrician we’d hired was being paid a daily rate without having the work to do as he and his bunch of DX merry monkeys were keeping my packages hostage, and the delivery address was literally about 10 miles from the billing address…much closer than the DX deport which is the other side of London! Not only that, but they’re for a commercial space that has had to close whilst this work is being done and they’re losing in excess of £1800 a day…he had been made aware of all of this and yet every email I got in response to my woes may as well have been the smiling poo emoji…at least that would have been a bit funny. Instead they just made me want to poke my own eyes out.

Anyway…it’s safe to say that I am escalating my grievances with Direct Trade Supplies so I’m hoping to speak with the Head Chimp soon, but I thought it was important to let the people know. For me personally I can liken this entire experience to the feeling I would be left with after ordering what I expected to be a lovely chocolate milkshake from McDonalds but finding out, after a giant gulp, that it’s the blended turds of a thousand pigeons.

(Worth noting that I have emails to support elements of this review and hopefully DTS record their calls. I have no way to substantiate the nose picking allegations; they were meant in jest. The review is intended to be purely about the customer service provided specifically to me by Direct Trade Supplies and DX and is based on my own opinion. I do not intend to cause DTS any loss of business by posting this review. I cannot vouch for the quality of the lighting ordered from them and I am hoping that if I ever do receive the lights, they will be of a fantastic quality and I'll be able to find some light in this otherwise poo coloured experience!).

Ordered two Schneider Electrical 13A Fuse Switches from Direct Trade Supplies Ltd on Mon 11/10/2021 14:30.

1st chased up 20 Oct – Was informed by DTS Rep that the goods hadn’t been received from Schneider Electrical and would need to be reordered. Expect items to be delivered approx. 5 working days.

2nd chased up 27 Oct – Was informed by DTS Rep that there was no record of goods being re-ordered and that someone get back to me with an update later that day. No one got back to me.

3rd chased up 28 Oct – Was informed by DTS Rep that another order had been placed and would be sent out as soon as received. Expected between 3 – 5 Days.

4th chased up 4 Nov – Spoke with a person (Supposedly a DTS Senior Manager) who informed me that the goods had been received and were to be sent by royal mail. He called my back later that day and stated that he was going to arrange for the goods to be delivered by DPD next day, so should receive either Friday 5 or Monday 8 Oct at the latest.

5th chased up 9 Nov – Spoke to him again and asked for the business owners’ details so that I could complain about the diabolically inadequate service I’d received by DTS Ltd Staff Members. He provided me with the owners’ name (who knows if this is the real owner or not) and then stated that the owner didn’t work within the business and that I could only complain to himself. He then stated that the goods were on route and would be with me before 2pm that day)

Conclusion – 9 Nov (after 2pm) no goods received as promised

This company is run by utterly incompetent individuals who provide the worst service I have ever experienced.

Appalling service. The person I dealt with wouldn’t return my calls or emails and claimed DPD were investigating the loss of the returned items but when I contacted DPD they said DTS had never asked them to investigate the disappearance of my returns! I’m still in the process of a chargeback claim with my bank!

ordered items two weeks in advance of job date. checked dispatch and delivery dates with one week to go. day of dispatch had to chase them to find out items not being delivered as promised.

useless service will never use again...…..

I have order a ALDA-5CH light and with 7 bulbs. When we opned the box there were no bulbs in the box. I have called straight away to this company and explained about it. They ask me to send a pictures of the box which I did with all the pics, they said ok we will send you the bulbs, after a week I have to chase again re my bulbs.

They said they have to investigate and their manager is so rude no customer service and he is saying that he got CCTV footage that they put the light/bulbs he was arguing with me and said he can send the pictures. When I said ok send me the full footage then he don't have words and said he will do when he is ready total unprofessional.

Please friends/customers, sincere request be careful before you buy any item from this company. I have asked for company owner or director to raise the issue and the same rude guy who called manager said I am the owner where you can go after you listen I am the owner.

Absolutely unacceptable behavior from this company manager I bought £3000 worth of lights for my new home from Ocean lights and other light companies, but unfortunately I have ended up with this light company.

I ordered some lights knowing that I had an Electrician booked for the following week. Delivery Charges for the lights was guaranteed next day but I received a confirmation email stating the order would be delivered in a further 3 days. I now have to either cancel the electrician on return the lights, not impressed. If I pay for next day delivery service that is what is expected.

Dordering the product was fine. Decent price and decent website. However my product was shown as in stock and available for next day delivery. I ordered on Thursday and needed it for a job on Saturday. On Friday I got an email from them saying that the product would not be dispatched until the following Tuesday as it was not in stock. I responded within 4 mins of the email arriving saying that that was no good to me as I needed for Saturday. I asked to cancel the order and give full refund. I bought the item elsewhere and installed on Saturday as promised. On Monday the item from DTS. I contacted their help line and received an email from Them saying that I had to return the item at my cost. I replied and explained the above and then received a rude response from them at DTS saying "as per my email" and reiterated that I have to return at my cost. No consideration for the fact that they messed this up. So my advice is to be sure you need the item and can afford to wait for delivery as you can't return without incurring a cost even if they mess up the delivery. The delivery was nearly as much as the item so paying to deliver and return doesn't make sense to me, hence I'm not returning.