DirectDoors.com Avis 

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

Absolutely brilliant, doors are great quality, look fab and the staff are so helpful and knowledgeable about their products, thanks so much for all your help.

Wrong part sent from the manufacturer but the customer service was excellent and sorted the issue without any trouble and very quickly. Door handles now fitted, look good and work well.

In January I ordered and paid for a set of 3 sliding made to measure doors and door kit. At the time I was just given one figure to pay with no breakdown. I received the door kit approx. a week later with the doors scheduled for June. Ahead of the doors arrival I had my carpenter fit the door frame - the doors never came. Upon chasing my order and after a few days of no response from Direct Doors I was told there was a crisis. It transpired that XL Joinery the suppliers to Direct Doors had gone into administration. Whilst this is not the fault of Direct Doors what happened next really shocked me and left me livid. I was offered 3 options - a refund for the doors, to wait until an administrator was appointed to see where or if my doors were out there or re-order another set of doors waiting another 25-30 weeks for their arrival. I opted for a refund and was asked if I would be returning the door kit - which was not possible. My refund was reduced by £814.49 with Direct Doors stating this was the cost of the Door Kit. This kit is not substantial and having checked with other door companies this price is at least £500 over what it should be. So beware when being quoted an all in price. Direct Doors had held my money since January and when asked to clarify this cost just confirmed it. I would never use Direct Doors again.
In response to your reply my order was made over the phone not online and I would like you to confirm that the 300 orders mentioned were all at the exorbitant £814.49 price per kit.

I contacted customer service to ask if it was possible to get a sample of the oak veneer from the Carini doors to colour match with a choice of engineered wood floorings we had available. I got a response within 24 hours from Neave and she arranged for a sample to be sent within 48 hours. Excellent customer service - problem addressed quickly and efficiently. Thank you Neave!

The veneer is an excellent match to our preferred choice of floor, so we are very happy and will be ordering the Carini doors when we are at the interior fit stage.

Good price and quick delivery. Very happy with quality of Madison internal French doors. Would buy from them again.

Easy to order
Fast professional service

Awful doors very very poor quality (I am a joiner so I know what im talking about) took several photos of the door with multiple cracks and damage and was refused a refund. Thats the type of people you're dealing with, sell cheap crap then refuse a refund, I promise you you will be disappointed. AVOID AT ALL COSTS!

Order was delivered quickly and was correct, great communication about shipping + great quality door.

I spent ages looking for a door with glass panels at the top and there were slightly cheaper options, but the one at Direct Doors looked so much better and a few pounds more felt worth it for something that's going to be in our hallway for a long time.
Delivery was free and quick, with our fitter being very impressed with the quality of the door. It's now been hung and was even admired by the people who bought the old one from me!
The glass panels have a plastic coating that's great when you're oiling or painting the door but, as others have commented, quite difficult to remove because it's fitted under the edges of the frame.
We are planning to buy more replacement doors when finances permit, so will definitely use this company again.