Antonia S.

I recently purchased an "Oak Finish Dining Chair with Rattan Seat and Chrome Metal Cross Back" from Homes Direct. The picture of the chair on their website shows an oak chair with a black metal cross back. The description says 'chrome' but as the image shows a black material I assumed it was black chrome. The chair that arrived looked nothing like the picture on their website. I received a pine coloured chair with a silver cross back.

When I contacted Homes Direct about this, and showed them the two pictures side by side (added to this review), they stated that the chair I received was a fair representation of the chair on the website and the person I spoke to on the phone said the two pictures I provided were 'exactly the same'. ​

The two pictures could not be more different and it was like speaking to a robot on the phone who could not accept even the slightest bit of responsibility or understanding. It doesn't matter what the name of the product is, they have listed an image on their website of a product which isn't the chair they then provided. The image has clearly been taken from somewhere else.

When I requested a refund I was told I would have to pay £20 for the chair to be collected.

The item is not as described (this definition includes imagery) so there has been a breach of contract and a misrepresentation I am entitled to a refund of the sum I paid to Homes Direct, plus any delivery costs.

It would mean absolutely nothing to Homes Direct to cover the cost of collecting the chair, but it would completely change my experience as a customer. This clearly shows how highly they prioritise good quality customer service, and as a result I will never buy from them again.

A warning to future customers - Be VERY careful when purchasing items from Homes Direct as the pictures are not an accurate representation of the product you will receive (I later found the image they displayed of the chair had come from another website), and you will have to pay for them to collect it from you if you want to return it.