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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Excellent customer service.
After an initial bit of confusion with emails Futura Direct have promptly replaced my faulty Dreamcatcher Throw controller. Since the item was two months out of warranty I consider this to be a very generous act on the part of their Customer Service Department. Full marks to them for service.
Also, I can highly recommend the Dreamcatcher Throw as being better quality and considerably more luxurious than other throws that I have experienced.
29 November 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
Faulty hedge trimmer
i bought a long reach hedge trimmer in August 2023 after only used 3 times became faulty when trying to contact them all I get is recorded message obviously the 2 year guarantee is worth nothing they are just ignoring me.however they have now sent me a new trimmer free of charge and a prepaid label to return the faulty one couldn’t ask for anything better
26 October 2024
Unprompted review
Reply from Futura Direct
Dear Valued Customer,
Thank you so much for your 4-star review on Trustpilot! We're thrilled to hear that you had a positive experience with us.
Your feedback means a lot to our team and helps us continue striving for excellence. We noticed that you have asked for an invoice twice, and we apologise for not issuing one promptly. As our customers are very important to us, we hope you have had a great experience.
As an additional thank you, we have also provided you with a 10% discount on your next order. Simply use the code TRUST4*at checkout. Please note that this code can only be used once and is valid for the next three months, and there is no minimum purchase required.
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
Non-existent post sales support
The heater itself may or may not work as sold. That is because there is NOTHING in the instructions as to how to set the time start for 'night' as against 'day'. I filled out their online form for advice - 3 times - and was ignored 3 times. I phoned, a person tried to be helpful but had no idea, told me she would get somebody to email me - and was ignored again. Go somewhere else.
22 October 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
Buyer Beware
Product purchased in good faith from this company failed to perform within the warranty period. They in turn failed to honour their part of the contract, ignoring emails and refusing to offer a replacement or repair. The company advertises on Amazon - be careful!!
30 September 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
My Terratek long handle hedge trimmer…
My Terratek long handle hedge trimmer stoppped working after 2 months. I contacted Futura twice by email and they declined to respond. I phoned but get no reply, just an automated service to use the website. It seems that I am not alone with this issue, both with contacting the company and with hedge trimmers. I emailed Terratek to make them aware that they have charlatans selling their products. I would advise you not to take the chance with Futura.
Further to Futura's reply below, it was stated that I have received a reply relating to the issue I have flagged here. This is not true - I have had no direct correspondence from the company in relation to returning the hedge trimmer.
I decided to go through my credit card company to get a chargeback, which was successful. However, Futura have challenged this so I will wait to see how this proceeeds. Of note here is that the company have not contacted me at all. This I do not understand. Why, Futura, will you not contact me directly about this issue but will try to overturn the chargeback from my credit card provider??
28 October 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
Failed so far to get refund
Original hedge trimmer stopped working and a replacement sent. This could even be put together as the pins between the 2 pieces didn’t line up. This was also returned on 23rd Sep and still NO REFUND. Can’t get a message through to OnBuy for support. Now in the hands of Resolver. Still owed £89.99!
25 September 2024
Unprompted review
I ordered a round table cover and wish to return, but I cannot get an answer.
I ordered a round table cover, contacted Futura direct but have as yet heard nothing.
Order number #33375
26 September 2024
Reply from Futura Direct
Hi, We provided you with information regarding how to return the item, and the options offered to you on the 10th Sep, however, we did not get a reply, before leaving negative feedback please check your emails.
2nd time we've had to replace…
2nd time we've had to replace plug/controller. Total costs almost as much as original item.
24 September 2024
Good quality product at a Garden coversreasonable…
Good quality product at a reasonable price.
27 August 2024
Appalling customer service
Appalling customer service, do not buy direct as if you have any issues they will not be resolved.
Product arrived with missing parts which we didnt even realise as the manual is so useless. Having to chase them constantly to sort a return and still not resolved due to horrendous response time and avoidance of issue. DO NOT BUY!
20 September 2024
Unprompted review
Outstanding Customer Service
I had occasion to contact Futura’s Customer Services Department and I must say they were extremely helpful and resolved my problem in a professional and timely manner. Given my previous (poor) experiences with other suppliers, I can honestly say that Futura are head and shoulders above those so would definitely recommend them and will be purchasing another Terratek product when the time comes. A big five stars to them ⭐️⭐️⭐️⭐️⭐️
7 September 2024
Unprompted review
Excellent service.
26 August 2024
MATTER RESOLVED
A refund has now been received for my faulty hedge trimmer and I want to draw a line under the whole experience.
My thanks to Futuradirect for organising the refund and also to Trustpilot for allowing me to air the issue..
20 August 2024
Unprompted review
First class service
30 July 2024
Excellent product and service
Excellent product and service. Would recommend Futura Direct
28 July 2024
Fast ordering,fast delivery,great…
Fast ordering,fast delivery,great prices,value for money,,very happy
28 July 2024
ISSUE RESOLVED-
THIS MATTER HAS NOW BEEN RESOLVED TO MY SATISFACTION. The replacement head-Blade Holder- looks 99.9% the same as original BUT does not secure to the spindle. Have photos of everything but cannot find to whom to send. £14.99 down the drain by looks of. Purchase was serviced by Mona Mona as far as I can make out.
Item needed was Part 43 from the parts diagram.
Strimmer: TTCGT18-3
THIS HAS NOW BEEN RESOLVED WITH A PROPER REPLACEMENT PROVIDED.
18 July 2024
Unprompted review
Reply from Futura Direct
I'm very sorry you've encountered this issue. Please send an email to help@futuradirect.co.uk with 'Attention: Robert' in the subject line, and we will resolve this situation for you.
Promises Promises!
I've been promised a free replacement for a blade holder on the TTCGT18-4 Grass Trimmer recently purchased. It's been over a week and still no sign of it. They said it would take 3-5 days. Beginning to get suspicious.
1 February 2024
Unprompted review
Reply from Futura Direct
Hi Carole,
I apologise for the inconvenience. I checked your order and found that the replacement set was lost in transit. As a result, I have issued two free sets for you with our sincerest apologies.
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