I bought a panel heater from them which developed a fault after 16 months. I spoke to the customer services who promptly sent me an email with information needed from me. I promptly returned i... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
The product delivered fitted my strimmer unlike the one available from another supplier via Amazon which does not it. Delivery was prompt
I had an issue with strimmer which was well out of its guarantee period. I contacted the customer service who did everthing possible to help identify the damaged parts and these were supplied and now... See more
I am very impressed by the great customer experience with Futura Direct and a special mention to Eloisa who has done a fantastic job communicating with me since day one. The blade plate of my strimm... See more
Company details
Written by the company
At Futura Direct, we specialise in heating products with your comfort in mind. With an extensive range of branded electric heaters, blankets and patio heaters. As well as fans, air purifiers, dehumidifiers and so much more, all at unbelievable prices.
Contact info
Unit 8, Quantum Court, Church Lane, Adwick-le-Street, DN6 7AY, Doncaster, United Kingdom
- help@futuradirect.co.uk
- futuradirect.co.uk
3.7
Average
589 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 7% of negative reviews
Typically replies within 24 hours
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See how their reviews and ratings are sourced, scored, and moderated.
Perfect customer service - 5 *
What can I say the customer service is impeccable. I purchased a leaf blower through Amazon in August 2024. Due to the blower function not working, all other functions worked perfectly I contacted futuradirect for advice. They responded within 24 hours and within 48 hours I had received a replacement. What a fantastic service. Not only that but the product is brilliant, no more sweeping leaves up, a life changer. Can’t recommend this company enough. Thanks again for your brilliant service.
7 April 2025
Unprompted review
Very disappointed in this company.
FINALLY GOOD NEWS
On 24th of April I was finally contacted by them because of this review: apologies explanation etc. He said he'd asked internally why they hadn't offered me a 50% money back.
I was offered 3 new panels or all my money back.
I said 3 new panels wasn't an option anymore as at that very moment an electrician was installing them & cutting off plugs as it was a replacement for storage heaters: we just couldn't wait any longer. Doesn't look great with the damages etc but we'll get used to it like buying second hand stuff.
So I accepted the money back offer meaning 3 free panels heaters: tbh that's generous!
I've decided to move from 1 star to 3 stars: I think that's a fair assessment.
The full refund was received today 28th April 2025: that's swift!
---------‐--------
Very disappointed in this company.
I bought a panel heater a couple a years ago with no problems so this time I bought 3: a 2000w one and two 1500w ones.
It arrived in 3 separate boxes. The packaging looked good and undamaged.
Unfortunately als 3 panels had dents over them.
The 2000w was seriously damaged.
Some damage was strange as it was in the best protected area (polystyrene)
It gave me the feeling I was the receiver of previous rejects.
I complained by email and got a quick reaction asking for a collage photo. Send them a collage (6 photo's) with the damage on the 2000w.
Since then total silence. I asked several times.... they just ignore me.
What's the point of quickly asking for proof (27-3-2025) and then ignoring you?
9 days sofar ...
Day 16 ... Still no reply...
Day 26.... total silence!
27 March 2025
Unprompted review
Best Service Ever!
My daughter's heated throw stopped working after 14mths. I contacted the company who advised it was within the 2 yr warranty and offered to replace it free of charge and no delivery charge. They sent it out the same day and I received it the following day. I didn't even have to return the old one! That is FANTASTIC service and I would recommend them to anyone.
26 March 2025
Unprompted review
Trying to get a spare for a trimmer!
Trying to get a spare for a trimmer!
NO JOY , reply— no service centre & no spares available per email BEWARE
18 March 2025
Unprompted review
Ordered electric throw for a Christmas…
Ordered electric throw for a Christmas present … cost £44.99, the quality of it was terrible, thin and felt cheap. Returned this as per return instructions on 18th January. Received nothing, emailed them to ask for an update on the refund. They emailed back weeks later saying the refund will be issued within 5-7 days, this was on 1st Feb. Iv sent 4 emails asking or an update … no response. Iv rang for them to tell me they have processed the refund and I need to ring the bank. Rang the bank, they needed a transaction number, ring back the company, they say they will look into it and get back to me, no call received. Ring again the following day, told someone will ring me within the hour after I told them how much they have messed me around, still nothing. Customer service is absolutely appalling.
1 February 2025
Unprompted review
Reply from Futura Direct
Hi Sarah,
I am sorry to hear about your experience with us, i have looked into your experience to see what went wrong and to try resolve your issue. I would like to apologies for your refund taking so long to resolve your problem.
I have now investigated to see what went wrong and identified a error in relating to your refund. It appears that your return did not show up on our system and therefore the refund was no completed as soon as your item returned. I would like to offer my full apologies for this.
Once you contacted our team on the 1st of February our team processed your refund via our system however this was not then pushed to the sales channel and prevented the refund from applying correctly. I once again apologise for this issue as this is something we should be double checking time and time again to ensure you receive your refund in a timely manner. It now appears your refund has been processed.
Once again i would like to apologise for your overall experience with our customer service team and hope you can trust us to shop with us again allowing us to provide the service we pride ourselves on.
Kind regards,
Robert
Futura Direct Customer Care
Blanket throw as a Christmas gift does…
Blanket throw as a Christmas gift does not work after four uses. I have contacted Futura three times already but no joy. What do I have to do to get a response from the amusingly titled 'customer services team'?
04/03/25 Update
Futura sent another blanket to replace the first one that didn't work. This one works fine and I'm very satisfied with it. Futura was quite quick off the mark to make amends when my first review was published. They have redeemed themselves as far as I can see. Thank you.
11 January 2025
Unprompted review
Reply from Futura Direct
Dear Margaret.
I would like to apologise for you not receiving a response from myself and our customer care team. I have looked into your query and have arranged a replacement for you as requested in your previous email to us.
Once again i apologise for your initial experience as we strive to offer excellent post purchase customer service. If theres anymore we can do for you please contact us by emailing us at help@futuradirect.co.uk and putting "For the attention of Robert" and i will assist however i can.
Best Regards,
Robert
Futura Direct Customer Service
Has to be a faulty throw
Bought an electric heated throw which 9 times out of 10 barely warms up & when it does it switches itself off after 15 to 20 mins. I have followed all the booklet instructions but this throw must be faulty. It's quite thin too, not thick like you would expect. I am contacting the company to return it.
2 January 2025
Unprompted review
Reply from Futura Direct
Hello Ruth,
I am very sorry to hear about your negative experience with us. I have looked into your experience and would like to apologise for this. I am glad to see that your issue has now been resolved and you have received your refund.
Once again i apologise for your initial experience as we strive to offer excellent post purchase customer service. If theres anymore we can do for you please contact us by emailing us at help@futuradirect.co.uk and putting "For the attention of Robert" and i will assist however i can.
Best Regards,
Robert
Futura Direct Customer Service
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your fantastic 5-star review on Trustpilot! We're thrilled to hear that you had such a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We're delighted that we could meet your expectations and provide the service you deserve.
As a special thank you, we would like to offer you a 10% discount on your next order. Simply use the code THANKYOUTR5*at checkout. Please note that this code can only be used once and is valid for the next three months.
If you ever need assistance in the future, please don't hesitate to reach out. Thank you again for your kind words and your support.
Best regards,
Futura Direct Customer Service Care Team
www.futuradirect.co.uk
Great service
3 February 2025
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your fantastic 5-star review on Trustpilot! We're thrilled to hear that you had such a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We're delighted that we could meet your expectations and provide the service you deserve.
As a special thank you, we would like to offer you a 10% discount on your next order. Simply use the code THANKYOUTR5*at checkout. Please note that this code can only be used once and is valid for the next three months.
If you ever need assistance in the future, please don't hesitate to reach out. Thank you again for your kind words and your support.
Best regards,
Futura Direct Customer Service Care Team
www.futuradirect.co.uk
Customer service and return telephone calls need to improve.
It would be better if customers could connect with a representative of your company, calls not returned etc. difficulty in communication and acknowledgement of phone calls etc.,
However, once acknowledged and order placed goods arrived promptly and in good order.
Customer liaison could be improved though.
31 January 2025
Reply from Futura Direct
Dear Valued Customer,
We are very sorry to hear about your negative experience through FuturaDirect.co.uk. We pride ourselves on making sure our customers are happy, and we would like the opportunity to make your experience a better one by providing you with some excellent post-purchase customer service. How may we achieve this?
We understand you should have had this level of service throughout the entire process, and we apologise for any inconvenience caused. We have sent you a message regarding the issues caused. Hopefully, we can resolve the issues caused.
As an additional apology, we have provided you with a 10% discount on your next order. Simply use the code SORRYTR2* at checkout. Please note that this code can only be used once, is valid for the next three months, and there is no minimum purchase required.
You can also contact us directly by emailing help@futuradirect.co.uk and putting "For the attention of Robert" in your message. Thank you again for your feedback and your support.
Best regards,
Futura Direct Customer Service Care Team
Very happy with my purchase this is the…
Very happy with my purchase this is the second one I’ve bought as my daughter borrowed mine and never got it back!!
27 January 2025
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your fantastic 5-star review on Trustpilot! We're thrilled to hear that you had such a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We're delighted that we could meet your expectations and provide the service you deserve.
As a special thank you, we would like to offer you a 10% discount on your next order. Simply use the code THANKYOUTR5*at checkout. Please note that this code can only be used once and is valid for the next three months.
If you ever need assistance in the future, please don't hesitate to reach out. Thank you again for your kind words and your support.
Best regards,
Futura Direct Customer Service Care Team
www.futuradirect.co.uk
OK electric blankets
I purchased two electric blankets, and while they do generate heat, the warmth is not evenly distributed across the entire blanket.
31 December 2024
Reply from Futura Direct
Dear Valued Customer,
We are very sorry to hear about your negative experience through FuturaDirect.co.uk. We pride ourselves on making sure our customers are happy, and we would like the opportunity to make your experience a better one by providing you with some excellent post-purchase customer service. How may we achieve this?
We understand you should have had this level of service throughout the entire process, and we apologise for any inconvenience caused. We have sent you a message regarding the issues caused. Hopefully, we can resolve the issues caused.
As an additional apology, we have provided you with a 10% discount on your next order. Simply use the code SORRYTR3* at checkout. Please note that this code can only be used once, is valid for the next three months, and there is no minimum purchase required.
I would like to apologise for the issues you are experiencing and would love to offer you a replacement blanket to correct this issue you are experiencing. You can also contact me directly by emailing help@futuradirect.co.uk and putting "For the attention of Robert" in
your message.
Thank you again for your feedback and your support.
Best regards,
Futura Direct Customer Service Care Team
Poor customer service
Ordered a radiator through Amazon, was delivered on time but with a vital part missing. I have still not received the missing part.
I have still not been able to use the radiator. Tried to phone futura, voice message said to email. Emails get ignored. Following my complaint to amazon I was contacted and assured that the missing part (1 of 4) would be send.
This is the worst company I ever had the misfortune to deal with.
3 January 2025
Unprompted review
Reply from Futura Direct
Dear Valued Customer,
We are very sorry to hear about your negative experience through FuturaDirect.co.uk. We pride ourselves on making sure our customers are happy, and we would like the opportunity to make your experience a better one by providing you with some excellent post-purchase customer service.
I have looked into your experiance and would like to apologise that a member of the team have not kept you up to date with the situation. We have been waiting on a item of stock to arrive to allow us to correct your situation. I have now arrange you the parts you require to use your heater.
As an additional apology, i would like to provide you with a 10% discount on your next order. Simply use the code SORRYTR1* at checkout on our website. Please note that this code can only be used once, is valid for the next three months, and there is no minimum purchase required.
If you have any further issues please let me know via emailing help@futuradirect.co.uk and putting "For the attention of Robert" in your message.
Thank you again for your feedback and your support.
Best regards,
Futura Direct Customer Service Care Team
Futura what is going on??
Great customer service. O boy, on Thursday I had an email to say that futura would resend my order and that I would receive it in one to three days, well nearly a week later and three emails that have not been responded too I am still waiting? I have asked for a refund and have not received any response. How can a company be so proactive and then do a complete U-turn and ignore customers??
I’m sorry but I will not be editing my review as suggested in your response. After checking all of the responses from Futura I can confirm that a replacement was offered and was told that I would receive the replacement in the next three days. Well 3 weeks later and still no response requesting a follow up to the order I went elsewhere. On the 22 of Jan Yodel delivered the heater which I asked to be returned but they refused. I then sent an email requesting that the heater be returned but have still not received a response from this company.
In fact the only response I’ve had is futura requesting that I edit the review via trust pilot your heater is still unwrapped in my hallway waiting to be picked up!!
4 January 2025
Reply from Futura Direct
Hi,
Thank you for your email. We previously contacted you on 9th January to offer a replacement. Our message did not confirm that a replacement would be sent automatically, as we always check with customers first in case they have changed their minds. However, we did not receive a response. Sometimes emails may be filtered into junk or spam folders, which can result in them being missed.
We kindly ask you to reconsider your review, as we believe it may not accurately reflect the service we provided. We also note that the original item was eventually delivered, though we acknowledge the delay. While we understand your frustration, we are committed to providing the best possible service, and we feel that such reviews may give potential customers a misleading impression of our business and the level of care we offer.
We appreciate your time and understanding.
Best regards,
Futura Direct Customer Service Care Team
Blanket stopped working after 11 months. Customer service not responding to emails. Very disappointed.
My blanket stopped working after 11 months. I contacted customer service on 1 December. They responded few days later asking for more details, which I provided on the same day. Since then I did not hear back anything from them, despite sending few more emails. I'm very disappointed and wouldn't recomend this company to anyone.
1 December 2024
Unprompted review
Reply from Futura Direct
Dear Valued Customer,
We are very sorry to hear about your negative experience through FuturaDirect.co.uk. We pride ourselves on making sure our customers are happy, and we would like the opportunity to make your experience a better one by providing you with some excellent post-purchase customer service. How may we achieve this?
We understand you should have had this level of service throughout the entire process, and we apologise for any inconvenience caused. We have sent you a message regarding the issues caused. Hopefully, we can resolve the issues caused.
As an additional apology, we have provided you with a 10% discount on your next order. Simply use the code SORRYTR1* at checkout. Please note that this code can only be used once, is valid for the next three months, and there is no minimum purchase required.
You can also contact us directly by emailing help@futuradirect.co.uk and putting "For the attention of Robert" in your message. Thank you again for your feedback and your support.
Best regards,
Futura Direct Customer Service Care Team
Great product and exceptional customer service …
My original throw went rogue after one night , fault on controller , however from then on absolutely brilliant customer service . Phoned them , told them problem , and in 5 days a whole new product delivered , and working 💯. Great value for money , rapid heating function and Emergancy power off . I'd definitely buy from this company 💯 in future .
3 December 2024
Unprompted review
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your fantastic 5-star review on Trustpilot! We're thrilled to hear that you had such a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We're delighted that we could meet your expectations and provide the service you deserve.
As a special thank you, we would like to offer you a 10% discount on your next order. Simply use the code THANKYOUTR5*at checkout. Please note that this code can only be used once and is valid for the next three months.
If you ever need assistance in the future, please don't hesitate to reach out. Thank you again for your kind words and your support.
Best regards,
Futura Direct Customer Service Care Team
www.futuradirect.co.uk
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your fantastic 5-star review on Trustpilot! We're thrilled to hear that you had such a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We're delighted that we could meet your expectations and provide the service you deserve.
As a special thank you, we would like to offer you a 10% discount on your next order. Simply use the code THANKYOUTR5*at checkout. Please note that this code can only be used once and is valid for the next three months.
If you ever need assistance in the future, please don't hesitate to reach out. Thank you again for your kind words and your support.
Best regards,
Futura Direct Customer Service Care Team
www.futuradirect.co.uk
Worst heaters ever
Worst heaters ever, so complicated to even just turn on, heat doesn’t even come out, worst product ever
9 December 2024
Unprompted review
Reply from Futura Direct
Dear Valued Customer,
We are very sorry to hear about your negative experience through FuturaDirect.co.uk. We pride ourselves on making sure our customers are happy, and we would like the opportunity to make your experience a better one by providing you with some excellent post-purchase customer service. How may we achieve this?
We understand you should have had this level of service throughout the entire process, and we apologise for any inconvenience caused. We have sent you a message regarding the issues caused. Hopefully, we can resolve the issues caused.
As an additional apology, we have provided you with a 10% discount on your next order. Simply use the code SORRYTR1* at checkout. Please note that this code can only be used once, is valid for the next three months, and there is no minimum purchase required.
You can also contact us directly by emailing help@futuradirect.co.uk and putting "For the attention of Robert" in your message. Thank you again for your feedback and your support.
Best regards,
Futura Direct Customer Service Care Team
Sterling service
The hedge trimmer purchased arrived promptly by courier.
The Gracious Gardens 18V Max Cordless Electric Hedge Trimmer is absolutely ideal , light and easy to manoeuvre it is also very good value for money.
Futura Direct were also very proactive and professional when they offered to replace free of charge a knob that somehow I managed to lose when dismantling the hedge trimmer' extension, it arrived by courier within 48hrs. Sterling service.
27 November 2024
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your fantastic 5-star review on Trustpilot! We're thrilled to hear that you had such a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We're delighted that we could meet your expectations and provide the service you deserve.
As a special thank you, we would like to offer you a 10% discount on your next order. Simply use the code THANKYOUTR5*at checkout. Please note that this code can only be used once and is valid for the next three months.
If you ever need assistance in the future, please don't hesitate to reach out. Thank you again for your kind words and your support.
Best regards,
Futura Direct Customer Service Care Team
www.futuradirect.co.uk
A pleasure to deal with this company
A pleasure to deal with this company
I contacted them to advise them that my controller for my electric throw seemed to no longer work, I completed the online form and sent an email on a Sunday evening and on Monday morning they had replied. Every response I provided to any emails to them were replied to within a swift time frame and they have now sent me a new controller for my thow.
I wouldn't hesitate to recommend this company as this is 5* customer services - thank you so much!
5 December 2024
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your fantastic 5-star review on Trustpilot! We're thrilled to hear that you had such a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We're delighted that we could meet your expectations and provide the service you deserve.
As a special thank you, we would like to offer you a 10% discount on your next order. Simply use the code THANKYOUTR5*at checkout. Please note that this code can only be used once and is valid for the next three months.
If you ever need assistance in the future, please don't hesitate to reach out. Thank you again for your kind words and your support.
Best regards,
Futura Direct Customer Service Care Team
www.futuradirect.co.uk
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