Laptops Direct

i've currently purchased a laptop from laptopsdirect when it turns up, they were quick to dispatch but parcelforce have since lost the item. Although laptopsdirect are not to blame, there customer service is slow. they have failed to respond to any of the e-messages sent to them. although when i phoned the call was answered quickly, they are yet to let me know what is happening. apparently they have to wait for parcelforce to confirm to them that they have lost it, well they have already informed me, after lots of e-messaging enquiring about the parcel's whereabouts.

should be alot simpler to sort out, laptops direct actually say on their website they have a good relationship with the courier service lol. a system should be in place that is of less inconvenience to the consumer, parcelforce should contact laptops direct immediately, whom have a next day delivery service, less hassle for consumer. they can sort the mess out for themselves...losing things in transit should not be the consumer's problem but too often is.

We ordered an Acer Windows XP laptop, and when it came, it had Vista preinstalled on it. So, we called up and reported the problem. Unbelieveably, the agent who answered the phone tried to charge us £8 for them to rearrange delivery of the correct laptop. After a completely irrational and unnecessary struggle during which no manager wished to come to the phone, the agent agreed to not charge us. So, we packaged up the laptop, and it was quickly collected, and we were given a new delivery date of the next available Saturday.

Saturday came, and we got a phone call to tell us that they had received the wrong laptop back at their warehouse, but they couldn't tell us where the new one was. They didn't have any information to give us, and told us "if it's not there by 1pm assume it's not coming." Why one earth give us a call if you actually don't know what you are talking about? Then, to add insult to injury, we got an e-mail informing us that 1) the wrong laptop had been returned, 2) a new order for the correct laptop had been raised, and 3) it was due to be delivered within the next 3-5 working days. Now they've told us the laptop is no longer available, and when we tried to talk to them via their "live chat" option, the agent told us in a nutshell that he was sales, he couldn't look up our details, didn't have the information we wanted, and we would have to call the Order Processing Number, which turned out to be a mailbox. So, the point of "live chat" is what, exactly? Another method of fobbing customers off?

We went to our local PC shop, who stock the laptop we want and have plenty of it. My advice is - read reviews before shopping onlinec - I must say I was completely overwhelmed by the amount of bad reviews of this company. It's absolutely incredible how this company has not been investigated by Trading Standards of the Office of Fair Trading yet! Stay away and use a reputable company with actual customer service.

During the week of 6th October 2008, I served a claim against Easy Computer Ltd. of Huddersfield (also trading as Acer Direct, Laptops Direct, &c).

Since the matter will be going before a court unless the company has a change of heart, it is inappropriate to make any comment. However, the text of any claim made through a county court is, I’m told, considered to be in the public domain. So, herewith:


On 25th June, 2008, I received an Acer Aspire 5920G computer and bundle, purchased new for £XXX.XX using my XXXXX credit card, from Easy Computers Ltd., a retailer.

The computer gave error messages during the start-up procedure. There were hardware problems in the hard drive, the optical drive and possibly the screen. The software failed within an hour, rendering the computer unusable.

Having asked the retailer for help by several emails and telephone calls without success (although free technical help was supposed to be part of the package), I wrote to them on 30th June, rejecting the computer as unsatisfactory and seeking a full refund with reference to the Sale of Goods Act 1979.

The retailer responded (on 8th July) that that the computer was "repair only" unless I referred to the manufacturer for a return number. I believe that this response disregarded my rights under the Sale of Goods Act; in any event, the manufacturer told me that they do not issue return numbers and that they've previously told Easy Computers so.

The computer was finally returned to the retailer, whose agent acknowledged in a telephone conversation (on 14th August, of which I have a recording) that 'some faults were found'. In a later conversation, another agent, while admitting that the computer was unusable when I received it, was adamant that there would be no refund or replacement.
I reluctantly agreed to accept the repaired computer subject to being able to refer the faults back to the retailer if they should persist / reappear. The agent then said that the retailer would accept no responsibility of any sort after seven days: I believed this stipulation to be a further dismissal of my rights under the Sale of Goods Act, and I therefore reverted to rejecting the computer.

I have had no further response from the retailer. [XXXXX credit card told me (12th September) that the retailer, who had not answered previous letters from the bank, has now claimed that there were no faults in the computer; however, the retailer has not communicated this to me.].
The retailer currently holds both the computer with bundle and the funds which I paid for it. I seek a full refund. (Also expenses and consequential losses.)


US companies have learned that the Internet is restoring a degree of muscle to the customers, and that it is increasingly difficult ride roughshod over them. This posting is my first essay at flexing those muscles.

I may post this text on other sites.

My recomendation from whome to purchase a laptop would be Novatech, based in Portsmouth:

View our range of Value Laptops, Gaming Laptops and Cheap Laptops @ Novatech

They recieve rave reviews for service, good quality products and are one of the few companies that trully cater for gaming laptops.

Just google reviews of their service/products for confirmation.

Easy to order, and at a good price, but I have had plenty of leisure to regret this purchase.
After numerous issues (e.g. after order, delivery charge suddenly doubling from price originally quoted; them accidentally taking the entire amount of the order (£800) from my credit card TWICE, thus blocking my card),
On 2 Oct they told me the item is dispatched and would be with me within 3-4 working days.
10 Oct it had still not arrived.
Numerous expensive and frustrating phonecalls later, now they say that it was not dispatched until 6 Oct. Why not? “The item was not in stock” - why didn’t they tell me this at the time, so that I could go elsewhere?
SO, I should still be expecting it within 3-4 working days of 6 Oct.
17 Oct it has still not arrived.
I have spent quite some time on the phone with them and can honestly say that they are my least favourite people to do business with. Very rude and unprofessional (they have twice put the phone down on me). They refuse to accept any responsibility for any of their company’s errors. They never called me back when promised or responded to email or telephone messages – never even gave me a non-premium rate or direct telephone number to contact them on. They are unmoved and uninterested by complaints - they keep repeating their corporate script over and over, hoping that you’ll give up and go away.
The worst thing is, I now discover that by googling their name + “bad service”, you can find so many bad reviews and complaints - in fact, they are notorious for their poor service. I wish I had done this prior to purchase.
I still haven’t received my goods, or been told when they will arrive. I can foresee a further battle to get them to deliver at a time when I can accept delivery (as they are so late, my schedule means that I am now less available to stay in for a delivery). What will happen if there is then something wrong with the item, I hate to think.
BEWARE - they may be cheap, but its not worth it!

If you have paid by card can I suggest that you raise a complaint with your bank at once. This is what I did and they got money refunded back to my account very quickly - even the bank said to me that this amounts to theft. My personal opinion is that laptops direct never actually do have the stock and all their advertising etc is nothing but a lie to get you to order and pay - I was told on the phone and by email (which the sender later tried to call back) - "well you've got your money back haven't you so what are you moaning about" - that was from customer services............

Laptops Direct - avoid them like the plague - hopefully in the current climate companies like this will lose out to those who actually give service

Update: None!! No response to e-mails, telephone calls, even the company directors and secretary cannot be bothered to respond to our letters. We're going to call one last time tomorrow to see if anyone has the decency to actually refund what amounts to about £50 which is ridiculous considering the amount of effort put into dealing with these liars. If they can't/won't help, then it's to Trading Standards and the card issuer we go! I'm just completely floored and appalled by the lack of customer service - I work in a call centre for a company that's had its issues but we always respond to letters and complaints, even if its just to offer the common courtesy of an acknowledgement. Not once have Laptops Direct admitted their mistakes!