Home Leisure Direct Reviews Summary

Customer Service

Pros:

• "Customer Service has been fantastic throughout."
• "Customer service from Rob was great at all times."
• "A superb company to deal with, first of all Sam was great with his initial advice on pool table selection, sizing and various finishes."
• "Charlie at Home Leisure Direct was friendly, efficient and so helpful from our very first enquiry through to payment and delivery."
• "Customer service from Adam Penwell was above and beyond before during and after."
• "Charlie on the sales side was fantastic and very responsive from day one."
• "Cannot say enough about the brilliant service provided by Zoe and the Team, from start to finish we were kept fully informed about the status of our order."

Cons:

• "Good product bad customer experience."
• "Really really poor customer service."
• "The communication from the office was poor."
• "What was bad - Sales team and customer service team are uncoordinated, the company lost my order and I spent a lot of time chasing them for progress."
• "Appalling service."
• "After ordering then no communication unless you call or email them first."
• "It’s a shame that a technical error happened but also a shame the human element was incompetent too."

Product Quality

Pros:

• "Love our new pool table, worth the money and wait. From the original looking to order to playing on our new table, everything was highest of standards! Really knowledgeable team, professional and super efficient."
• "The product itself is superb, I am really pleased with the table."
• "Bespoke Warwick pool table fitted yesterday by Mark & Neil. Both were superb and very knowledgeable."
• "Delivery was really good and the guys setting up did a great job levelling the table and explaining how best to care for the cloth."
• "I have been blown away by the quality of the table and the quality of the accessories that were included."
• "Pool table is of excellent quality with full set of balls and accessories. Looks great, hours already spent thoroughly enjoying."
• "The table itself is of excellent quality and would highly recommend."

Cons:

• "There's plenty of places to buy a pool table online so avoid this company and buy from one who actually checks their products before dispatching them."
• "First pool table was in poor condition, clearly not quality checked before being sent, so had to arrange another."
• "The cues included are the cheap pub ones, poor quality and not the straightest but good enough until you get a decent cue."
• "The pool table comes in transport with NO packaging or protection and as you can see in the pictures the items are smashing off the side of the vans damaging the van also due to there being no cushioned protective layers between your expensive items and the metal of the vehicles."
• "The items below were delivered with no packaging or protection, smashed, damaged, filthy as apparently they lie around a warehouse with no protection etc."
• "There is a split/crack in a side panel where a screw has been overtightened."
• "Now it did arrive Fri but arrived with 2 dents, 2 big black marks down the side of the tops, a scratch on the top and the corner metal scuffed."

Delivery & Installation

Pros:

• "The delivery team were very professional and set up my pool table with ease no fuss and no mess."
• "Home Leisure delivery and installation services have been fantastic."
• "Neil and Aaron have just installed our new pool table. Really speedy service but very thorough too."
• "The delivery team were very efficient."
• "The delivery guys were professional and installed the table and set it up in no time."
• "Delivery was made as per time scale given... the delivery guys did a very good job, took the table upstairs, built it, made sure it was level before they left."
• "The delivery and installation guys also very professional."

Cons:

• "Lead time from order was 14 weeks due to their errors and ordering system problems."
• "It's 2 weeks since reporting this damage to Home Leisure Direct and they haven't even bothered to give me a reply."
• "Delivery took a lot longer than promised due to unforeseen circumstances but i did have to chase for updates quite a bit."
• "Unfortunately I wasn't there so my elderly father signed for the delivery without reading the bit that says once signed tough luck if you spot any damage after we leave."
• "When it does arrive they don't give you much time to check it over and if no damage listed on delivery note before they leave then they wash their hands of you."
• "Ordered a supreme winner pool table in February and they failed to make two extended deadlines !"
• "Paid in full. Delivery date arrived but no contact."

Customer Experience

Pros:

• "Would 100% recommend."
• "Really happy with the overall experience and product."
• "I cannot recommend this company enough."
• "Would absolutely recommend using Home Leisure Direct."
• "Overall a fantastic service and product. Everyone I spoke to was friendly, helpful and informative."
• "Not only a fantastic product range but also excellent customer service!"
• "Highly recommend this company and I would definitely use them again."

Cons:

• "My advice to anyone considering purchasing is either DO NOT or at the very least make sure you are only buying items that this company can supply direct from their warehouse."
• "Won’t be using these again!"
• "Do not use this company they are a waste of time !"
• "Unfortunately worst customer service ever! It takes ages to reply on the phone for an enquiry."
• "Very Disappointed with Poor Communication and Customer Service."
• "Terrible Experience with Home Leisure Direct... The level of inconvenience, miscommunication, and poor customer service we experienced is simply unacceptable."
• "AVOID this company."