Awnings Direct Reviews 21

I have dealt with just awnings for two awnings in front of my kitchen - David and his team have been absolutely amazing, offering excellent service, delivery was on time and the attention to details are the reasons why one needs to work with them, highly recommended

My order was left outside in the snow behind my dustbin - no delivery updates to notify me of expected delivery time, just a dispatch notice. I only found the parcel by chance and it is collection day today so it would have been taken as rubbish! Parcel was open and ripped. Will not use this company again.

We purchased a tent from Awnings Direct (United British Caravans). It was a tent I had been after for a while but was hard to find somewhere that stocked it (I think Outwell might of discontinued it).

When we took it camping the day after purchasing it, we found it leaked. I got it dried out, packed it away and drove a 200 mile round trip to swap it for our old tent just so we could continue our camping trip (luck I still had our other tent, or the kids camping trip would of been ruined). After packing it away I picked it up via the shoulder strap and the bag just ripped (this alone is grounds for return without the leaking tent)

When we returned from our trip, I returned the tent to the shop (10 days after purchase) for a refund, I was told the manager was not in and would have to go back the next day as they didn't have the authority to deal with refunds, which I did.

The manager told me they would need to do a soak test to confirm that I am not a liar, and tried to tell me the tent needed to be weathered as they don't come fully waterproof where they are stitched together, (this is not what Outwell advise at all, this is a polyethene tent that comes watertight right out of the box, not a polycotton tent) and to give him 48 hours to test it.

I phoned 2 days later, to be told it had not been tested and would take a week, I told him I wanted to come and watch it been tested as I didn't trust that they wouldn't just spray some sealant on it, say it was fine, for it just to leak again in a year when I am no longer able to get a refund. He told me it didn't matter either way, as I had the tent for over 7 days so I wasn't entitled to a refund at all, it would be repaired or replaced.

I advised him of the consumer Rights Act 2015, (which he said he knows very well) which states if a product is found to have a fault in under 30 days I have the right to a "short term refusal" due to it not being of satisfactory quality and the retailer MUST give a 100% refund (they can offer a repair or replacement but this can be can refused as long as it is under 30 days of receipt), he told me I am wrong, I told him to just google it before he gets the company in trouble, I literally had the legal information in front of me, citizens advice also confirm this is the case.

I was advised by citizens advice to send them an letter (which they sent me) via email with delivery and read receipts informing them of my rights and what I want. so far I have had no reply.

The next step will be court (I am sure he thought I was bluffing when I told him that's what I would do) and reporting to trading standards etc.

All he had to do was refund me for the faulty tent, send the tend back to his supplier as faulty and everyone is happy.

I would say they are probable a good company if NOTHING goes wrong, but when it does go wrong expect to fight tooth and nail for your basic rights, its safe to just shop else where as once they have your money, they do whatever they can to keep it and don't care about the customers or the law that is there to protect them

What's worse for them is we were looking at buying a camper van early next year, obviously I dodged a bullet as I now know where I am not buying one from.

I think 0 star would of been generous but 1 is the lowest I can give

Ordered my Dometic awning sides kit on 09/08/24, delivered 14/08/24. Ordered online trouble free. Received a confirmation email and a further email advising my order had been dispatched and who the carrier would be. 5 stars is the least I could give for a great experience. Thank you

Great customer service from AD and shipping with ParcelForce. Ordered the Kampa Air Shelter 300 and had it within a week. Got a follow up call after purchase to arrange shipping (to N Ireland) and what a great product. Thanks

Appalling company. Do not use as they don’t keep accurate stock levels. Paid for an item and have only just been told they don’t have it. They took my money ok, but still waiting for a refund 3 weeks later!!!
This company shouldn’t be in business!!!!

What a utter load of rubbish this company is order and paid for item on the 18th. July had not been delivered by 26th so had to call them to be told item was out of stock
Could of let me know earlier

ABSOLUTELY DISGUSTING SERVICE

I ORDERED A CARAVAN AWNING AT THE END OF LAST SEASON BUT DECIDED NOT TO USE IT UNTIL MARCH , WE WERE DEVASTATED TO DISCOVER ALL THE POLES AND INSTRUCTIONS MISSING I CONTACTED AWNINGS DIRECT AND ALTHOUGH IN THE PICTURES I SENT SHOWED CLEARLY THAT THE AWNING HAD NEVER BEEN USED THEY POINT BLANK REFUSED TO HELP AND LEFT ME OUT OF POCKET TO THE TUNE OF £439 WHICH WE CANNOT AFFORD

ABSOLUTELY DISGUSTING SERVICE

I ordered and paid for a porch awning via the website at the weekend, on the Monday I got an email from Gill to say the product was out of stock and would I like to keep the order (the product was due imminently) or have a refund. I decided to keep the order and Gill promised to keep me informed of any changes. In the meantime I changed my mind about which awning I wanted so dropped them an email. Gill called me the next working day rather than email and discussed the options as the alternative was also out of stock, she promised to call me once they had stock which she did and took the extra money. When the receipt came it still had the original model on so I contacted Gill and she immediately sent a new receipt.
Absolutely fantastic customer service, Gill is an absolute credit to the company and I wouldn't hesitate to recommend them to anyone and will definitely use them again.

The firm, and employee Gill in particular, have been most helpful in taking back an unopened £1,400 awning some time after the normal return period expired. We had sold our caravan after the awning arrived and I was landed with an expensive bit of unused kit. Thankfully, my bank balance now looks a lot better. Paul.

The cheaper of only two companies that had stock of the Isabella Windbreak. Phoned to confirm stock, the friendly lady stated only one left. She went to the warehouse to check and confirmed pack dimensions as I requested. Orders only taken online, so I ordered immediately. It arrived in good condition 48 hours later. Friendly, helpful and efficient. What's not to like?
Well done.

If we’d have taken any notice of the bad reviews we wouldn’t have ordered from this company which would have been a shame for them and us. As it happens I telephoned to enquire about an Isabella Awning. The girl who answered was helpful and knowledgable and sourced one for us. However one additional item wasn’t available until next year so we were offered and accepted an immediate refund for that. The awning was delivered within 2 weeks. In that time we exchanged several emails, and communication was excellent. Since then we’ve enquired re additional poles, they responded straight away. A few weeks later we ordered them online (amongst other items), on a Wednesday evening no less, and everything arrived by Friday lunchtime.

We highly recommend using this company and wouldn’t go elsewhere to order anything without firstly checking whether awnings direct could supply.

Excellent products, excellent service.

Ordered a Dorema full awning and paid for in full, got an update to say can't deliver due to manufacturer until October!! Asked for a refund NO REPLY. Avoid at all cost, lucky I used my credit card so they will be picking up the fight.
Still no refund added to my account so the reply is false (its 15th today) and it may show as out of stock now but did NOT when I ordered. Barclaycard will be getting in touch.

I received damaged goods and they are ignoring my requests to rectify the problem, using silence as a tactic and no doubt hoping I will go away. I so wish I had looked at other reviews before I used them - caveat emptor! Avoid at all costs is my advice.

A response four years after my review rather confirms my point!

I have used Awnings Direct twice in the last few weeks & both times the service was excellent. I have emailed their team a few times as some items were on back order & they responded quickly sorting the queries immediately. One item was delayed so they refunded that part of the invoice straight away. Will not hesitate to use them in the future.

Further to my last review - it is now 2 months on since I returned the pump and the company are still being difficult. I emailed in August asking for their complaints procedure .. no reply. I then emailed a few days ago asking not to be ignored as they are treating me disgustingly and wolah they replied 1 day later!!!!! So they had been getting my emails after all. They’re still trying to blag me saying they sent the pump for testing but they could find no fault (surprise surprise) - so I asked for a refund under the heading (not wanted), it’s been 5 days and no reply AGAIN. If I ever bought anything from this company again it would be too soon. The way they treat their customers is appalling and it’s a wonder they’re still going!

I recently bought an Isabella Magnum 340 awning from Awnings Direct over the phone. Contrary to the experience of other reviews I found that their customer service was excellent even though it was fairly obvious that they were exceptionally busy. Their delivery was great too...it arrived next day! I would highly recommend them.

I think it’s only right to review this company since I have only read poor reviews that must be hampering them.

Having just taken delivery of my Porta Potti 335 I couldn’t be more pleased with them.
This was the only shop I could find that had them in stock so I hastily ordered.
Then, after reading the reviews I instantly regretted it thinking I had obviously lost out.

Yet I received order confirmation, Order completed and Order dispatched emails. Followed by a Yodel tracking number and sure enough my Porta Potti arrived.

I’d say what wasn’t working for them before is obviously working now.
Thank you Awnings Direct. I am a happy and satisfied customer.

In light of an amended response and explanation to my initial one star review I now appreciate that their seemingly tardy response at that time was fully attributable to the sudden heavy demand for camping goods at the end of lockdown. This was compounded by some email issues which they say have now been resolved.
I am particularly grateful to the person I found via Facebook ( possibly the Manager) who promised to look into the problem and expedited delivery of the goods - this meant that my kids and grandkids could enjoy a fun packed two week holiday with us.
The goods, a porta potti, arrived well packed in good condition at a very fair price compared with some other suppliers who were taking advantage of the scarcity of stock with rip off prices ( e.g. 3 X the normal price on Ebay).

I purchased an Isabella Light Cable with Switch & Lampshade.
Paid for 2-3 day delivery. 8 days later still no sign of purchase. Have messaged them twice to request an update and twice been ignored.
Would never purchase from this company again who treat their customers with such contempt