Extremely poor and unacceptable experience with Buy It Direct (Appliances Direct).

I purchased a Hisense 55” TV which developed a fault within a few months of normal use. The TV was collected for inspection in fully intact condition — no cracks, no impact damage — which I have clearly documented with photographs taken immediately before collection.

The television was then returned to me in a significantly worse condition, with a severely cracked screen that was NOT present before it left my possession.

Despite clear before-and-after photographic evidence, Buy It Direct has refused to provide any repair, replacement, or refund. Instead, they have given inconsistent and contradictory explanations, alternately blaming “user damage” and “transit damage”, while attempting to redirect responsibility to the manufacturer.

No proper inspection report or credible evidence has been provided to support their claims.

This raises serious concerns about how products are handled during their service and logistics process, as well as their willingness to comply with their obligations under the Consumer Rights Act 2015.

As a result, I have been forced to escalate this matter through my bank.

Based on this experience, I would strongly caution anyone considering purchasing from this retailer.