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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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
Excellent customer service from Futura Direct. My hedge trimmer was replaced free of charge very quickly after it stopped working. We purchased it a year ago. With which Eloisa was brilliant. Highly... See more
I had a problem with a replacement blade holder for my strummer. I had ordered the right part as per the part number shown on the strummer but the wrong part had been received. On contacting Futura Di... 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
4.0
Great
598 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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
OK electric blankets
I purchased two electric blankets, and while they do generate heat, the warmth is not evenly distributed across the entire blanket.
31 December 2024
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 SORRYTR3* 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.
I would like to apologise for the issues you are experiencing and would love to offer you a replacement blanket to correct this issue you are experiencing. You can also contact me 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
Poor customer service
Ordered a radiator through Amazon, was delivered on time but with a vital part missing. I have still not received the missing part.
I have still not been able to use the radiator. Tried to phone futura, voice message said to email. Emails get ignored. Following my complaint to amazon I was contacted and assured that the missing part (1 of 4) would be send.
This is the worst company I ever had the misfortune to deal with.
3 January 2025
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.
I have looked into your experiance and would like to apologise that a member of the team have not kept you up to date with the situation. We have been waiting on a item of stock to arrive to allow us to correct your situation. I have now arrange you the parts you require to use your heater.
As an additional apology, i would like to provide you with a 10% discount on your next order. Simply use the code SORRYTR1* at checkout on our website. Please note that this code can only be used once, is valid for the next three months, and there is no minimum purchase required.
If you have any further issues please let me know via 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
Futura what is going on??
Great customer service. O boy, on Thursday I had an email to say that futura would resend my order and that I would receive it in one to three days, well nearly a week later and three emails that have not been responded too I am still waiting? I have asked for a refund and have not received any response. How can a company be so proactive and then do a complete U-turn and ignore customers??
I’m sorry but I will not be editing my review as suggested in your response. After checking all of the responses from Futura I can confirm that a replacement was offered and was told that I would receive the replacement in the next three days. Well 3 weeks later and still no response requesting a follow up to the order I went elsewhere. On the 22 of Jan Yodel delivered the heater which I asked to be returned but they refused. I then sent an email requesting that the heater be returned but have still not received a response from this company.
In fact the only response I’ve had is futura requesting that I edit the review via trust pilot your heater is still unwrapped in my hallway waiting to be picked up!!
4 January 2025
Reply from Futura Direct
Hi,
Thank you for your email. We previously contacted you on 9th January to offer a replacement. Our message did not confirm that a replacement would be sent automatically, as we always check with customers first in case they have changed their minds. However, we did not receive a response. Sometimes emails may be filtered into junk or spam folders, which can result in them being missed.
We kindly ask you to reconsider your review, as we believe it may not accurately reflect the service we provided. We also note that the original item was eventually delivered, though we acknowledge the delay. While we understand your frustration, we are committed to providing the best possible service, and we feel that such reviews may give potential customers a misleading impression of our business and the level of care we offer.
We appreciate your time and understanding.
Best regards,
Futura Direct Customer Service Care Team
Blanket stopped working after 11 months. Customer service not responding to emails. Very disappointed.
My blanket stopped working after 11 months. I contacted customer service on 1 December. They responded few days later asking for more details, which I provided on the same day. Since then I did not hear back anything from them, despite sending few more emails. I'm very disappointed and wouldn't recomend this company to anyone.
1 December 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
Great product and exceptional customer service …
My original throw went rogue after one night , fault on controller , however from then on absolutely brilliant customer service . Phoned them , told them problem , and in 5 days a whole new product delivered , and working 💯. Great value for money , rapid heating function and Emergancy power off . I'd definitely buy from this company 💯 in future .
3 December 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
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
Worst heaters ever
Worst heaters ever, so complicated to even just turn on, heat doesn’t even come out, worst product ever
9 December 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
Sterling service
The hedge trimmer purchased arrived promptly by courier.
The Gracious Gardens 18V Max Cordless Electric Hedge Trimmer is absolutely ideal , light and easy to manoeuvre it is also very good value for money.
Futura Direct were also very proactive and professional when they offered to replace free of charge a knob that somehow I managed to lose when dismantling the hedge trimmer' extension, it arrived by courier within 48hrs. Sterling service.
27 November 2024
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
A pleasure to deal with this company
A pleasure to deal with this company
I contacted them to advise them that my controller for my electric throw seemed to no longer work, I completed the online form and sent an email on a Sunday evening and on Monday morning they had replied. Every response I provided to any emails to them were replied to within a swift time frame and they have now sent me a new controller for my thow.
I wouldn't hesitate to recommend this company as this is 5* customer services - thank you so much!
5 December 2024
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
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.