Extremely Poor Customer Service
We chose Home Leisure Direct for a large commercial order because the sales communication before purchase was very reassuring and professional. Unfortunately, our experience after delivery has been the complete opposite.
Multiple tables supplied to us suffer from clear quality issues, particularly relating to the slate on the English pool tables. These problems were identified shortly after installation and were reported to the company on numerous occasions.
We were asked to provide videos and were told that an engineer would attend to inspect and resolve the faults. We relied on these assurances and waited, only for nothing to happen. Months later, the issues remain unresolved.
As a venue open to the public, this has had a serious impact on our business. Customers regularly complain, some no longer return, and the condition of the tables reflects badly on our venue despite this being entirely outside our control.
For a purchase of this size, the lack of accountability and after-sales support has been extremely disappointing. Our experience suggests that once payment is taken, resolving problems becomes very difficult.
Reply from Home Leisure Direct
Thank you for sharing your feedback. We take all customer concerns seriously, especially regarding an order of this magnitude. However, we feel it is important to clarify the timeline and context of this situation.
This order was delivered in November 2024. The issues were first reported to us in early January 2026, well beyond the standard warranty period. Despite the equipment being out of warranty, our team initially offered to send an engineer as a gesture of goodwill to support your business.
Our company maintains a zero-tolerance policy regarding the mistreatment of our employees. Regrettably, due to repeated instances of abusive and unprofessional behaviour directed toward our support team, we have made the decision to rescind our offer of out-of-warranty assistance.
We have noted a sudden influx of coordinated reviews from individuals who have no record of purchase with Home Leisure Direct. We have reported these to Google as a violation of their spam and authenticity policies.
We delivered high-quality products that served your venue for over a year before these issues were raised. While we were initially happy to help, we have decided on this occasion to rescind our offer of support.