I had the pleasure of speaking to three employees..haley ..Phillipa and Joseph..all three were professional..friendly..and knowledgeable..having answered any questions I had.. dealing with my request... See more
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Review summary
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Reviews shaping this summary
Hello. I chatted with a lovely young lady named Lucy this afternoon, she has ordered my new replacement washing machine and sorted a payment plan up for me to cover the costs of delivery, installati... See more
Company replied
Had a call today regards washing machine cover. Lucinia was an excellent sales person. Explained everything in a very precise manner, no pushiness whatsoever. It made sense to me to take cover with Ho... See more
Company replied
I received genuinely polite and friendly service throughout my experience. Everything was handled in a timely manner, and the communication was clear at every stage. I felt well‑guided and fully infor... See more
Company replied
Company details
Written by the company
We’re here to help! If you have an appliance breakdown, HomeShield Direct are here to get you back up and running as soon as possible with a network of qualified and registered engineers across the country. HomeShield Direct plans offer unlimited repairs with manufacturer-approved parts, and a brand-new replacement if your appliance can't be fixed. Talk to a real, UK-based staff member today to learn how HomeShield Direct can help you rest easier knowing your appliances are protected.
HomeShield Direct
Written by the company
- Let us make it right!
- We have a commitment to our customers and strive for best practice in customer service, if you are on Trustpilot because this hasn't been the case then we would suggest following our complaints procedure. --- We have chose to be a part of The Consumer Ombudsman to allow customers a chance to appeal our decisions if we don't get it right.
Contact info
4.6
Excellent
2K reviews
Replied to 55% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I spoke to Chelsea this morning with my…
I spoke to Chelsea this morning with my query and it was a delight, Chelsea was very polite,sorted my problem out, other companies could learn a great deal from Chelsea on how customer service personnel should conduct themselves, thank you.
May 26, 2026
Unprompted review
Cancelling some of my plans
I have recently moved home and needed to cancel the plans in place for appliances that were built into my previous house. Lauren took my call and delivered an amazing service, quickly identifying the correct plans and cancelling the direct debits with immediate effect, Lauren was polite and very patient with me as I tried to recall what appliances we brought with us and those that were left behind. She is a credit to the organsiation.
May 26, 2026
Unprompted review
Came back to me very quickly with an…
Came back to me very quickly with an answer
May 22, 2026
Unprompted review
Reply from HomeShield Direct
Dear Mrs Williams
Thank you for your review. We are pleased to hear that your query was answered promptly and that you received a quick response from our team. We appreciate your feedback.
Kind regards
Homeshield Direct Customer Services
Tamzin from homeshield
Tamzin was great, quick to reply, sort the problem and check on my other accounts for me.
May 22, 2026
Unprompted review
Reply from HomeShield Direct
Dear Nannyno
Thank you for taking the time to leave your feedback. We are delighted to hear that Tamzin was able to assist you promptly, resolve the issue efficiently, and provide support with your other accounts.
Thank you once again for your review.
Kind regards
Homeshield Direct Customer Services
Tazmin help with my enquiry within a…
Tazmin help with my enquiry within a couple of hours she was so efficient!!
Thankyou so much
Excellent customer service
May 21, 2026
Unprompted review
Reply from HomeShield Direct
Dear Debiie
Thank you for taking the time to leave such positive feedback. We are delighted to hear that Tazmin was able to assist you promptly and efficiently with your enquiry.
Kind regards
Homeshield Direct Customer Services
great company easy to deal with
May 21, 2026
Unprompted review
Reply from HomeShield Direct
Dear Mr Michael
Thank you for your kind feedback. We are pleased to hear that you found our company easy to deal with. Your support is greatly appreciated.
Kind regards
Homeshield Direct Customer Services
Answered call in a couple of minutes…
Answered call in a couple of minutes and very helpful. Resolved query very quickly
May 21, 2026
Unprompted review
Reply from HomeShield Direct
Dear Jon
Thank you for your positive feedback. We are delighted to hear that your call was answered promptly and that your query was resolved quickly and efficiently. Your comments are greatly appreciated.
Kind regards
Homeshield Direct Customer Services
Great
Great, they handled all my pesioner mistakes and kept everything going.
May 19, 2026
Unprompted review
Reply from HomeShield Direct
Dear Matthew
Thank you for your kind feedback. We are pleased to hear that our team was able to support you throughout the process and keep everything running smoothly. Your comments are greatly appreciated.
Kind regards
Homeshield Direct Customer Services
Chelsea
Chelsea, was absolutely brilliant, answered all my questions and was very helpful. Thank you Chelsea'🌹
May 21, 2026
Unprompted review
Reply from HomeShield Direct
Dear Natalya
Thank you for your wonderful feedback. We are delighted to hear that Chelsea was able to answer all of your questions and provide such helpful support throughout your experience. Your kind comments are greatly appreciated, and we will ensure they are passed on to Chelsea.
Kind regards
Homeshield Direct Customer Services
Quick responce ,polite and effecient
Quick responce ,polite and effecientand well mannered , should be a really valued member of staff
May 20, 2026
Unprompted review
Reply from HomeShield Direct
Dear Christopher
Thank you for your kind feedback. We are delighted to hear that you found our service polite, efficient, and responsive.
Kind regards
Homeshield Direct Customer Services
Terrible company
Terrible company, they rang me on a very busy day and told me that I had Homeshield Direct cover, I just agreed because I was harassed, they then started taking money out of my account Direct Debit. When I realised, I stopped the DD and cancelled everything, they then re-set up my DD which I cancelled again and then for the last two years they have bombarded me with calls, I keep blocking their numbers and they just start using a different number. It is borderline harassment. I DON'T WANT HOMESHIELD COVER - LEAVE ME ALONE.
May 20, 2026
Unprompted review
Reply from HomeShield Direct
Dear Karen
Unfortunately as you have not replied to our request for more information through this platform, we have been unable to identify your details provided in this review.
We would never intentionally continue contact where a valid request to stop communications has been received and processed correctly. We would appreciate the opportunity to investigate this matter fully and resolve any concerns, but can't do this without knowing who you are?
Please contact our customer service team directly with your full name, postcode, and any previous account or telephone details so we can locate any records and ensure your preferences are updated appropriately.
Thank you.
Homeshield Direct Customer Services
Tamzin was great in helping me along…
Tamzin was great in helping me along the way
May 19, 2026
Unprompted review
Reply from HomeShield Direct
Dear Nithin
Thank you for taking the time to leave your feedback. We are delighted to hear that Tamzin provided you with excellent support throughout the process. Your comments are greatly appreciated
Kind regards
Homeshield Direct Customer Services
Jesse was very good explaining…
Jesse was very good explaining everything to me .
May 19, 2026
Unprompted review
Reply from HomeShield Direct
Dear Wendy
Thank you for your review. We’re delighted to hear that Jesse explained everything clearly and provided such good support. We really appreciate your feedback and are glad you had a positive experience.
Kind regards
Homeshield Direct Customer Services
I had everything explained to me very…
I had everything explained to me very clearly by Lucinia and felt confident that all would go through and organised for me.
May 19, 2026
Unprompted review
Reply from HomeShield Direct
Dear Shelagh
Thank you for your kind review. We’re so pleased to hear that Lucinia explained everything clearly and helped you feel confident throughout the process. We’ll be sure to pass on your lovely feedback to her. We really appreciate you taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Ellise was very friendly and helpful
Ellise was very friendly and helpful, she explained everything clearly and was just a genuinely nice person to deal with.
May 15, 2026
Unprompted review
Reply from HomeShield Direct
Dear Claire
Thank you for your review. It's great to hear how genuinely friendly and helpful Ellise was.
We will pass your lovely comments on to her.
Kind regards
Homeshield Direct Customer Services
Chelsea was friendly
Chelsea was friendly, efficient and professional in her manner. She satisfactorily answered all of my questions and acted on my requests.I’m looking forward to the results of our discussion in the next few days.
May 15, 2026
Unprompted review
Reply from HomeShield Direct
Dear Colin
Thank you for taking the time to share your feedback. We are delighted to hear that Chelsea provided a friendly, efficient, and professional service throughout your interaction. It is especially pleasing to know that she was able to answer all of your questions thoroughly and respond promptly to your requests. We greatly appreciate your comments and are pleased that your experience has left you feeling positive about the next steps following your discussion with us.
Kind regards
Homeshield Direct Customer Services
Her kindness was very special this was…
Her kindness was very special this was Ellie Ellis employee engagement officer
May 15, 2026
Unprompted review
Reply from HomeShield Direct
Dear Sean
Thank you for taking the time to leave your review. We are extremely pleased to learn that Ellie Ellis, made such a positive and lasting impression through her kindness and professionalism.
Kind regards
Homeshield Direct Customer Services
Friendly helpful service
Friendly helpful service, explained everything very clearly and the whole process was very quick.
Filipa was super helpfull and very well informed
Thank you
May 14, 2026
Unprompted review
Reply from HomeShield Direct
Dear Simon
Thank you for your kind review. We are delighted to hear that you found the service friendly and helpful, and that everything was explained clearly throughout the process.
It is especially pleasing to know that Filipa was able to assist you so effectively with her knowledge and support. We will be sure to pass your comments on to her.
Thank you again for taking the time to share your experience.
Kind regards
Homeshield Direct Customer Services
Very helpful in cancelling my (TV) and…
Very helpful in cancelling my (TV) and getting the engineers to phone me back at my washing machine
May 14, 2026
Unprompted review
Reply from HomeShield Direct
Thank you for your review. We are pleased to hear that our team was helpful in arranging the cancellation of your TV cover and in assisting with contact from the engineers regarding your washing machine.
We appreciate you taking the time to share your experience and are glad we could be of assistance.
Kind regards
Homeshield Direct Customer Services
Polite.
Lauren dealt with my problem very quickly and efficiently. Great service.
May 13, 2026
Unprompted review
Reply from HomeShield Direct
Dear Heather
Thank you for your review. We are pleased to hear that Lauren resolved your issue quickly and efficiently, and that you were satisfied with the service provided. Your feedback is greatly appreciated, and we will ensure your comments are passed on to her.
Kind regards
Homeshield Direct Customer Services
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