DirectDoors.com Reviews 1,239

WORST COMPANY I HAVE EVER DEALT WITH. I paid for a door and tracking and ultimately it cost £305…upon trying to return the items in absolute perfect condition (the tracking box was opened…not damaged but just opened and all the actual items and components were individually still sealed and packaged) they refused to accept the tracking box as a return and told me they would offer a partial refund of the order for the door only but it would incur an “uplift” cost to get the door picked up. All in all of the initial £305 I paid I would be receiving roughly £102 back…so over £200 has been kept for a return…

They argue this is “packaging” and “uplift” and logistics and it’s in the company policy and it’s all in the returns policy…blah blah nonsense…the facts are I paid £305 and tried to return the unused and perfectly fine not touched or even takin out of the packaging or wrapping door and tracking and was offered only 30% of the total amount back to RETURN the item.

They then said that I have to pay the pickup “uplift” cost up front and If the packaging wasn’t and I quote…”in absolute perfect condition” they would refuse pickup and keep the money…again further money grabbing. I refused to go along with it and give these people anymore money..not worth it and the hassle and inevitable further trouble it will cause.

No doubt they will reply below spouting the same drivel they did before about “fees” and policy and packaging needing to he “absolutely perfect” their words not mine…you watch…cue to the generic lies and response below. LOL. Avoid avoid avoid.

Hands down worst customer service and worst company I have ever dealt with.

Extremely disappointed, all glass in door smashed during fitting of latch as glass was too far into the frame. Complained and was told they were unable to replace or refund due to drilling 2mm more than was advised. Door was also sold as 8 panel glass door but it was just one piece of glass with frame on top. Would not recommend or use again.

Wouldn’t recommend. The door supplied has already failed its 1st winter.

the rustic rails that we got for our sliding doors were covered in rust when they arrrived and are extremely stiff to operate

Direct Doors have so far been unwilling to replace them even though they are dangerous to operate and one of them nearly fell off and could of seriously hurt someone

im hoping they will be able to resolve this soon...

I was emailing direct doors and I had amazing help from Cody who was amazing in answering my questions and getting my doors out to me on the day I wanted. Unfortunately the doors were scratched I got in contact with Cody again and everything was sorted. We got new doors yesterday and they are exactly what we wanted. Thank you Cody

The door itself is not bad the courrier deante is terrible people seem just to take you for fools first delivery went not only to the wrong house number it went to the wrong street second deliver was 2 1/2 hours outside of the time slot allocated no phone call or no message with any explanation I think this 2 companies are related in some way but if you don’t want hassle getting delivery best bet don’t buy these products

Ordered a set of external oak doors for a customer. They were veneered firstly which isn’t really suitable for external doors and the frame was not oak at all.
After fitting and sealing they began to buckle allowing water directly through the panelling also.
Not what was sold online.
I’ll make them myself next time. So much for direct doors.

Update to an initial review. I’ve now received 3 deliveries of the same door, all of which I had to return due to damage. I therefore had to wait for a courier to collect the old door and drop off a new door. Upon the third failed attempt at sending me a door without damage I requested a refund, only to be told I now need to wait for the courier to collect the damaged door before I can receive this. I’ve been out of pocket £270 nearly a month now and I’m no closer to having a door. Not a SINGLE offer of any compensation or recompense for the issues. Truly abysmal.

Same experience as many other people have written below. Avoid using Direct Doors!
We ordered a sliding door before Xmas but due to our builders' Xmas holidays, the box wasn't opened until a couple of weeks later. It was then found to have not one but three points of damage on different sides from split wood to chunks being cracked in the frame.
Being 9 months pregnant and needing to move into our new property before the baby arrives, the builders put the door up so we could use the bathroom in the short term whilst I messaged Direct Doors to request a replacement door be delivered.
They have refused to help because it falls outside of the 48 hour window to report damage. Who during a renovation is able to check every single box and product within 48 hours? This is quite a ridiculous timeline and having 3 different points of damage on 1 door shows me how poor quality their products are. They also said the fact it was hung was a sign of acceptance even after I explained why we were forced into hanging a damaged door.
I will never be using Direct Doors again.

As I can’t respond to your reply I thought best to leave another review.

Thanks for your reply and that you have basically confirmed why people shouldn’t buy from you (most contractors may have some difficulty checking an item in 48 hrs)
(God forbid if it was 5/10 damaged doors delivered)

Thanks again for offering no possible replacement door or any options on compensation. We will purchase another door at our cost so our customer is at least happy with our service!

Where do I start? Don’t ever buy from this company - my experience has been horrendous, the worse and most complicated purchase I have ever experienced in my life.
The doors were bought as a partition to our new extension. This was in July when the extension works were at its peak (we had about 6-10 builders each day, and our porch was being extended at that point. To cut the story short - the delivery company, DX delivery (equally bad, stay away from them) got the deliveries mixed up and delivered a surf board instead of door tracks to my property. As the doors and tracks come in two separate deliveries (read the small print!), done by two separate companies, we saw the doors and didn’t think twice about not receiving the tracks. We didn’t install the doors until October so in September we realised we didn’t have the tracks. Wrote/called many many times to customer service -
No help. The “14 days period to raise any problems” have past and they basically washed their hands clean of any responsibility. I do accept that we were partly at fault for not checking but the fact that the company completely did not accept responsibility was out of line. The delivery company did not provide any photo evidence of the delivery (all they provided was an electronic document saying it was delivered) and the surfboard box had no name the r address on it. They basically dumped an unknown box on my property and took my tracks elsewhere - or the tracks were never picked up from the warehouse (as direct doors could not provide hard evidence that they had been). So the frustration dragged on for months and between talking to direct doors and the delivery company and the surfboard company (who said that the purchaser of the surfboard had gotten in touch with a missing surfboard) - it was clear that I was at the losing end because neither direct doors nor DX delivery were accepting responsibility when it should have been both companies who should have proved to me, customer, beyond doubt that the tracks were delivered.
Anyway, I decided I did not want to waste any more brain cells on this and I willingly purchased a new set of tracks, costing £750. I half wished I threw away the doors as the experience had been so dreadful so far.
It only gets worse - when the new set of tracks arrived, I opened to check that they were in fact, tracks so all ok. But when the builders arrived to fit it, we discovered that 2 of the 3 door channels packed were incorrect ones - therefore delaying our installation once more. Direct doors admitted they were incorrectly packed and we were given two “wardrobe door channels” instead. Blame was put on the warehouse people but I think the company itself should be auditing all their staff because they are all pretty useless!
New channels arrived and thankfully they were the right ones.
Now what did my builder think of the doors? He was cursing that for the price we paid, the doors had to be cut at the bottom to fit the channels. So were the handles. It was a ludicrous and excessive process to get the doors installed. For this price, it should have come with pre-installed channels and handles.

So overall - I would STAY AWAY from this company. I spent so much time, effort, phone calls and money on this really horrible experience. And I don’t wish anyone to go through what I went through. I know Emma will reply and say that it was our own fault for not checking and getting back within the time frame stated in the policy but surely the company should demonstrate that they are satisfied that the delivery was actually done properly? Placing blame on the customer is not the right way to go! No amount of excuse (and digging up factual emails from your inbox) will gloss over the fact that your company needs to change its policy and better still, use some common sense. Customer service is atrocious and I would steer everyone clear from this company. I am already in talks with my lawyer for advice on taking this to the small claims court.

This is the second time we have used DirectDoors.com, and unfortunately both experiences have been exactly the same — slow, unhelpful, and full of avoidable errors.

Their own proof of delivery clearly shows the incorrect items, yet they still insist on photographic evidence of a door that never arrived. It’s an impossible request, and it gives the impression that their processes are designed to push responsibility back onto the customer rather than resolving the issue.

To make matters worse, they supplied latches that are not even compatible with the doors on the same order. This isn’t a minor mistake — it’s a basic oversight that should have been picked up immediately. As a result, we’ve incurred over £1,000 in additional costs, and despite providing all the relevant information, they still refuse to accept any responsibility.

The overall experience feels the same each time: once they have your payment, any mistakes or missing items become the customer’s problem. There is no sense of accountability, no willingness to help, and no flexibility in their approach. It’s incredibly frustrating and leaves you feeling completely unsupported.

In my opinion, anyone considering using DirectDoors.com should think twice. There are plenty of other suppliers who genuinely care about customer service, take ownership when things go wrong, and value the people who buy from them. Sadly, DirectDoors.com has not shown any of those qualities in our experience.

If you want to inspect the quality of your purchase you must do so without unwrapping it first... even though you can't see the product or take photographs with the cover on... once the cover is removed..you have excepted the product as it is and it can no longer be returned.
Once you have unwrapped it you will see all the faults... bad matching of veneer...marks...and joins in the vanneers that are clearly visible. but can only be seen after removing the plastic cover.. once a finish has been applied the colour differences and badly matched vanneers will be 10 times mores visible. By which time its far to late to change them...
My best advice if your looking for quality and good after sales service is! Find another door company. I've already contacted customer support.. with zero support just some pre written replies not excepting responsibility and quoting the lies they put on thier Web page

Carpenter was very impressed with the door, which is a solid core, so happy with that. the delivery of the door itself was pain-free. Unfortunately, the delivery company they use to deliver the door furniture - which for some reason they send out separately - screwed it all up royally. DX express provided tracking so I could watch in real time, as they drove away from my town without having delivered the parcel - twice. I gave them a separate review, the parcel arrived a week late, after multiple emails. Direct Doors need to change that delivery company, or alternatively - send out the door furniture with the door, which would be more logical, surely.

I received my order of Thru Pairmaker - Black Primed in a large undamaged cardboard tube. I viewed the product from the end of the tube and presumed because the packaging was solid and unharmed, that the product would be OK. By the time it came to fit the pairmaker and removed it from the packaging, it was evident the product was seriously damaged in several areas. It must have been knowingly posted in a damage state. Because I didn't realise this until several months later, I have been told to pay for another, even though the problem is down to the duplicity of Direct Doors

Utterly incredible! Super speedy delivery & amazing quality! We are in love with our new black double pocket doors. They’ve absolutely transformed the space! Highly recommend!

🌟🌟🌟🌟🌟

Excellent service and help with any issues. Cody was especially helpful in resolving a matter.
Kept informed by company and delivery company as to delivery day/times.
We are thrilled with our new doors. Great value too. Would recommend this company

Great value and a speedy service . Highly recommended +++

Their returns policy is particularly bad. Having erroneously ordered the wrong door as we were informed over the phone that we couldn't see what "options" meant unless we chose a door - I randomly highlighted a door to see what it meant. I completely forgot to delete it. The invoice I received I assumed was for the door we wanted - my error. We returned the door with the courier with their kind permission but we still had the tracking which had been sent a week before in separate packages. Not unreasonably we opened the parcels to check them but didn't keep the packaging. I informed them of this when they offered a refund once we returned the tracking to them. £20 later the carefully packaged tracking was returned to them, on which we were told that it had to be the original packaging as they couldn't resell it otherwise!!! So they now have both the door and tracking ostensibly for a refund and are claiming that the tracking belongs to us "so what are you going to do about it."!!
It took me a while to realise how the incorrect door had come to be ordered and I appreciated their offer
to refund but feel this is pretty shoddy treatment with the tracking.

Good service and overall buying experience Was very easy