xsitems.com Reviews 47

Traded in an item via backmarket (iphone pro 11, in great conditions except for some hairline scratches on the screen, fully functional). Based on the product description / condition my offer calculated by Backmarket was £78. After looking at it, Idoodirect (aka xsitems) said there was an issue with the camera and so revise the offer to only £28 for it. I asked for evidence and they refused to provide me any, even after I provided evidence from the last photos taken with the phone that the camera works perfectly. I would absolutely avoid them.

We bought a SAGE Barista Touch refurbished and the machine has NEVER worked properly. Trying to get Idoo to repair the machine is like screaming into a black hole. After packing up the machine and shipping it to them (expensive for us and still under their warranty) they sent it back without repairing the machine. The machine often will not turn on and the grinder only grinds to a very fine setting. I would NEVER buy anything from them again. Keep away from IDOO Direct.

Bought a hedgehog house via Thomson and Morgan website. Have reported this company and its "parent" Idooka, using the same address and phone number in Colchester, to T&M who are a trusted company.
Very flimsy product, totally unsatisfactory, totally unsuitable.
Trying to ring their published landline number immediately, constantly, puts you to a mobile number which, in my case, has lead to a charge on my landline as I am not permitted to ring a mobile number from landline. Unethical.
Avoid, avoid, avoid.
Update 1600 hrs
Having complained the company emailed me to ask for full details then a representative telephoned me to speak directly and apologise. I have now had a full refund and they are looking into the fact their landline diverts to a mobile messaging service.
I am satisfied with the outcome but sad it was necessary to complain, but grateful the company picked the complaint up and reacted favourably and politely.

BUYER BEWATE DO NOT BUY ANYTTHING FROM THIS COMPANY IDOODIRECT
Purchased Sage Coffee machine from these cowboys through Amazon, March 24. Unit went faulty after 7 months and would not turn on. Sent it back to them Jan 25. Unit returned saying was just a descale( complete lie as i have a video showing unit didn't turn on) Unit stopped working again after their ' repair ' 5 months later. They now will not do anything as after 12 months, they love that line.

Don't expect to get help if the machine goes faulty. Spent over £1,000 on Sage Coffee Machine. Ir went faulty just after 12 months of light domestic use. Contacted Idoodirect who said they would not help as their T&Cs only give 12 months warranty, even though Sage/Breville give 2 years warranty. Contacted Sage who whilst helpful advised that products sold my Idoodirect do not quality for their 2 year warranty as they are not an authorised reseller. So, £1,000 spent and wasted money. I will pay to get the machine repaired but this is not what good looks like as feel very mislead. Will never buy fro idoodirect again.

Bought a coffee machine. Arrived broken. Returned it for repair and although they posted a video the repair obviously didn’t work as when sent to me dead on arrival. Returned and requested refund or a working replacement of same or higher standard and cost for which I offered to pay a contribution of 50% of difference given the hassle. They refunded me (no apology) and blocked me from further purchases as if the problems with their quality control and service were my fault. Judging by the other reviews poor quality, malfunctioning items and boilerplate ineffective communications and customer service appear to be modus operandi for this business. Oh and blocking customers with legitimate complaints on eBay. That isn’t a problem for me as I wouldn’t touch them again with a barge pole but it’s indicative of their attitude towards customer service. They operate as Idoo on eBay. I remembered I’d bought a Sage Bambino plus from this company a couple of years ago and had major problems with functions and parts missing so I think my experience is pretty representative. In response to reply I did not want to return a second time. It was DOA! I have a Creatista plus so I understand these machines!

Bought a sage coffee machine, very fast service, had a small issue with it after a few months, contacted and they arranged to have taken back, stripped machine down and repaired and sent back ASAP. No cost to be or hassle. Collected from home and delivered back within a few days. Very good communication and excellent service

Listed on ebay as idoodirect for those googling this company to avoid. Horrible customer service. Ignores emails and when it does reply it sounds like they cannot be bothered to fix the problems with their service and products, which are often "excess" or discontinued rubbish.

XsItems Idooka [idoodirect on ebay] sent us, one after another, three bent or extremely dirty ovens. Upon seeing the photos in each case they admitted none of them were up to their usual standard including one with a bent hinge (bent hinge mounting point) and one that had escaped cleaning entirely. They apologized and invited me to return them which i did. In one instance they offered me partial price reduction if i kept it, but the oven looked really rough.

Then after blocking my phone number and ebay messages [confirmed by their C/Service], one of the managers tells me by email that the units were just fine and they wont send any more and effectively to p*** off. All we want is a cleanish oven with a door that actually shuts, its not like we're asking them to perform brain surgery

Ok, i knew we were buying a used oven, and one of them was nicely cleaned although it had been well used and had obviously reached the company in a dirty state. So Xsitems know what they are doing, but they just aren't too hot on being honest or straightforward with customers.

We finally purchased the identical oven brand new for another £15, we took the opportunity to look at their other prices, and yes XsItems are quite expensive but they obviously understand the power of clever advertising

I spent so much time ferrying ovens to and from the PO [where they were too heavy to send] and waiting in for couriers to turn up, packing, etc etc. Did my back in in the process.

The C/S people were great though, but as a business XsItems have much to learn about honesty and dealing with the public, despite the super friendly photos of themselves on their web site, an impressive mission statement, and how much they about our collective happiness its all smoke and mirrors. My wife's view is that they are just just a bunch of opportunists/crooks out to get your money and forbids me to buy anything from them again ... LOL

This review is/will be posted in most of the review sites plus our food blog and FB, maybe with photos.

Update:

I've just been asked by XsItems and Trustpilot to remove the C/Service persons name from this review which means they've read it, but interestingly they are not disputing any part of, or responding to, my complaint about their dishonest and confusing practices/policies.
Perhaps they are not bothered because they know i have copies of the correspondence and detailed photos of the damaged and dirty ovens.

update 15/04:

Rather disturbingly some nameless person at xsitems has now accused me of "abuse and unnecessary negative tone you constantly used to our Customer Service team," when in fact C/S were a delight to talk with and very helpful. They also deny having blocked me from contacting them when their own c/service actually confirmed that my number was "flagged" and therefor prevented from connecting.

Ebay also confirmed that my messages to XsItems were blocked, and to my surprise they accepted a complaint regarding the company examining the photos then asking me to return the last oven for replacement - then refusing to follow through .

Its hard to believe that XsItems are consistently mistaken about the facts, perhaps they are guessing (based on other customers complaints) or simply lying. They requested my number weeks back but still haven't called me or addressed any of my complaints.

I challenge the managing director at XsItems to look into whats actually going on.

My experience is five stars, full stop.
Not quite sure what is happening in here on Trustpilot, but my experience is totally different, so I did double check as I thought this page is for another company, it is not.
I bought a Sage Barista Pro coffee machine last year through eBay. Next day delivery, machine as described, nothing more, nothing less.
2-3 months later the machine broke, water pump issue, so I went through the eBay return process. It was absolutely five star, no issues, quick response and dealt immediately. Sorted out in a week includes the back and forth deliveries. Another machine delivered, same condition as the previous one, if not better.
Last week (nearly a year later) that replacement machine started to make steam through the portafilter, instead of hot water. Our first guess was the solenoid valve broke, so I emailed the customer service and they've organised a courier to pick up the machine. Courier came as organised. A few days later I had the engineer feedback saying that was just a descale issue. Even the machine ask you to do descale/flush whatever wants from time to time, seems I need to improve my descale process I guess.
The machine is already on the way back to me.
Special thanks to Colin and Lynsey for a constant support.

Unresponsive, terrible customer service and policy.
Recently purchased an item from XS Items Limited / idoodirect. They are surprisingly active on Ebay, Amazon, Back Market, etc, and seem to receive good ratings on average. Well, ...

Based purely on my experience and allegedly what other customers have experienced: As long as what the customer receives is roughly the same as what the customer expects, all is well. But as soon as you have any query, had anything go wrong, need any assistance, it's game over.

My item arrived in a condition that was worse than described. The packaging material was an absolute mess, shredded cardboard dust. The entire item was covered with it, debris everywhere including inside the device. In addition, some accessories were missing. Mainly, the item itself was not in the "pristine, like-new condition" as advertised, had some scratches and marks.

Maybe they had made a simple mistake, maybe they just sent the wrong item, used that unfortunate packaging material accidentally..... Anyway, that huge mess aside, so far it wasn't a major issue for me.

However, as soon as I messaged them it went downhill very fast. I simply reported what had happened, sent pictures of what I had received, and asked them for comment, whether this was to be expected or not, whether I could get a replacement. The only thing I got back was a template block of text, trying to cover all possible customer queries, without really saying anything of value. I am not sure anyone even read my initial message.

So, I replied, asked again, would any replacement be in better condition, or not. Received the exact same template response... And then I tried a 3rd time reaching out, this time just getting offered a small discount via a short message. This discount would not even have covered the missing accessories, and clearly did not account for the condition of the item itself. I also had never asked for a discount, I had asked for an exchange and the conditon I could expect the new item to be in. Seems to be their policy is to offer 2-3% discount to make the annoyingly pesky customer go away... allegedly.

I responded that I would either like to get a replacement, a better item that would match the initial listing, or send everything back for a full refund. No interest in any discounts.

No further response at all. Eventually requested a return, purchased the same type item elsewhere (and very happy with it).

No response for three days, then again the very same template message in response to my return request. In said message, the seller does not even acknowledge that I want to return the item for refund, only makes sure to cover all possible outcomes to avoid liability as much as possible: "Once the item arrives back to us we hope to resolve the problem, returning the item to you in full working order or if appropriate replacing or refunding the item". Like how more vague could this possibly be.

As I was getting nowhere with my return request, I decided to file a case via PayPal, waiting for this to get sorted now. Interestingly, the seller was quick to respond as-in that they have blocked me from future purchases on their profile.

What a great way to deal with customers... "Sloppy QC, don't repond, don't respond, see if customer goes away for minor discount, ignore, don't take responsibility, block customer"...

ZERO out of 10 business. Almost worth spending a bit of extra time to report them to UK Trading Standards.

EDIT / RESPONSE:
- I was sent a template message three times, offering repair / exchange / refund - at the seller's choice, clearly not what I had asked for.
- Already mentioned, a £15 partial refund is ridiculous given that the item I ordered, "certified refurbished" was close to £100 more than the "very good" option. Missing accessories, plus the worse condition, plus the utter lack of getting a simple answer from customer service, that's a fail.
- "Certified - Refurbished"
This item has been professionally inspected, cleaned, and refurbished by the manufacturer or a manufacturer-approved vendor
Appearance: Pristine, like-new condition.
Performance: Fully functional. Meets original manufacturer specifications.
Guarantee: One-year guarantee provided by seller."
- I never asked for a partial refund, I wanted what I ordered or a full return. Everything else doesn't make sense given the alternatives in the marketplace. I would not have ordered in the first place otherwise.
- Item was not picked up either despite customer service telling me it would be.

EDIT2: Seller unwilling to provide a pre-paid shipping label for their mistake. Arranged return postage myself in collaboration with PayPal. Seller has not responded to any messages on Ebay for a week. This has now been resported to UK Trading Standards.

I bought Samsung S20 Ultra via Ebay and this company trade name "idoodirect" in Sep 2022 and I think they do provide one year warranty. In my case the phone had issues and reported after 90 days and sent the item back. The technicians confirmed and accepted fault. Promptly refunded by PayPal since they couldn't repair or replace. Great and reliable company to buy things. Will buy again because they are the cheapest on top brands and reliable.

shopping on ebay
photos are not of actual products for sale

Purchased Samsung 20 FE from ebay, notified the company the first day it arrived the volume buttons were bit wierd. Few months on they did stop working then few days later started working again. Did return the item with the postage label provided, had to message a few times on ebay for a refund but didnt get a reply. When I rang in Colin refunded me within 10 minutes. Thanks!!

XS items is now trading as idoodirect

Yes they have 29000 positive reviews eBay - this is if nothing goes wrong in 60 days. I am sure that they would have far less if we could change or update the rating.

I bought a Pixel 2xl phone that had a 12 month warranty however they say that it is only 30 day. Even though no one can see the original eBay listing and none of their paperwork had the warranty duration.

And the wall they throw up when you try to make an official complaint. And the official complaint procedure was so thorough that they never asked to see the chats between eBay and myself confirming that the original listing had inexplicably disappeared.

i was told i would get money back today phone ebay they told me it will take another 5 day this company is a joke no one know what there dolng there more fraudsters on this site it a joke

No one seems to answer Customer Services.Bistro Set arrived yesterday yesterday and after three hours we call ed in a joiner who said these items were incorrect and would never fit together. So after broken nails and aching bodies we have re packaged the said item now we wait for ebay to refund unless this company can send a man to assemble a replacement.Very disappointed.Are these the items that Amazon have earmarked for landfill one wonders?

Avoid at all costs, Item sold in "perfect working condition" - however issues since day 1. Description states refurbished however the Coffee Machine purchased had not even been flushed or descaled on delivery, and the wand was clogged. Broken after less than 40 days of use and seller wants nothing to do with it.

Love the product (White Company) and the logistics provider was excellent in the end. What we haven’t appreciated is the poor communication from XS ITEMS and their willingness to blame their logistics rather than taking ownership of the end to end service they are providing their customer. And their lack of interest in feedback as an aid to improvement

This company is very suspect - please do not use even if they happen to be cheaper. I purchase an item through ebay, turned out this was a knock off apple watch from USA (cellular watch so could never work in UK). Multiple attempts to communicate with the company, but ignore everything as soon as I had confirmed I had sent the package back , they stopped all communications. Without ebay/paypal, I would have never got my money back. Frustration is not worth the savings. Steer well clear.