Vansdirect Avis 

Really bad, too much delay to delivery, don't delivery at date agreed, don't answer the emails, change the condition while I was buying.
I'm very unhappy with this company.

I would have loved to give 5* but due to the lack of communication due to an issue with the vans plylining I am only giving 3*

Dan at the sales team was amazing i got the van I wanted at a good price, delivery was delayed a week due to covid but totally understand and didn't mind holding on.

After receiving the van I noticed there was an issue with the plylining that I paid extra for and that it wasn't fitted very well or sanded down at all.

After taking pictures and speaking to Sue via email she told me she would get in contact with the supplier but there is a delay due to covid but it has now been 3 months and no reply to my last email this is my last attempt to get this resolved before I take this further.

Leased a Van with Vans direct, they managed to arrange delivery after a gentle nudge three weeks later, which wasn't anything to worry about, the main problem I have had is the return of the refundable deposit, after speaking to various people in customer services particularly Millie on 9 separate occasions still no sign of the refund, Still awaiting the £500 back since July! Really poor customer service

Extremely concerning. Purchased a vehicle in November 2019, Been chasing V5 since to no avail. Many phone calls and emails later get told it is on way, delay due to covid, utter rubbish. Ring DVLA and they say well you only bought it today!!!! Er no we did not. Vans Direct did not register the purchase until August 2020. So the V5 on our brand new vehicle now says it has had one previous owner! DVLA now investigating company and are going to issue us with a new V5 hopefully. Will let DVLA deal with Vans direct. Oh and they didn't tax it although we did pay them so we had been driving around with no tax all that time as well. Proceed with caution .....

This review could have gone one of two ways after a delay with my van delivery but I honestly was very pleased with the way they handled my order and am very happy with my new van.

Initially I was guided to a 2 week delivery that got pushed back due to Covid. Completely not Vans Direct fault and this was no issue.
Eventually I was given a delivery date and after confirmation I went ahead and booked in for the van to be sign written the day after delivery was due.
The afternoon before it was due to be delivered I was informed that they now couldn't deliver until the day later. This meant I was going to miss my sign writing slot and was now faced with either losing 2 days takings of having to rent my current van for another week.
I spoke with Sue (sales support manager) and explained I was unhappy as I was now going to be out of pocket because of this extra delay. I felt my concerns were heard and I also understood this was out of Vans Directs control and was very grateful that they offered a gesture of good will by compensating me for the extra weeks hire of my old van.

I can honestly say that my personal dealings with them has been very good and i am very pleased with my new van.

After having chosen a sprinter van I was asked for my Bank card details and led to believe that the £1000 deposit would only be taken after I had signed the paperwork,
I was shocked to find the £1000 was withdrawn despite my not wanting to continue with an order and not having signed any paperwork and instructed Vans direct that I no long wanted to continue an order,
They have refused to return the £1000,
In my view this is theft by an unscrupulous company,
and I will be taking legal advice.
Under no account give them your card details

Very poor experience. As soon as you have paid, no response to emails, no phone calls returned, V5 withheld for 12 months. Wrong finance contract supplied (not the one which was actually opened with Finance Company). Rude staff who ignores your requests. Scratched van delivered - supposed to be new. Few plastic covers in the cabin missing. Lead time (can you believe?) - 5 months!! AVOID if you don't want issues.
Plus worst ever MotoNovo finance company. Decided to pay in full in 7 months with 7 repayments made of £368 totaling £2576 - only got £690 subtracted from the total amount. Awful experience.

Whatever you do don’t phone the 0845 no there is £8.50 access charge as I found to my cost ouch! This company is too stressful to deal with use another one.
0845 0210444 is registered to vans direct

Update and response to your reply. it’s only 3 weeks ago someone called me on that number while I was out and left a voicemail. I returned that call because I was being messed around with the delivery of my van. The call cost £0.50 for a 15 min call. Why £8.50 connection fee? I can provide dates and photographic evidence that number is still in use. Its not the £8.50 it’s how you treat your customers in that way that I have an issue with. Never again will I deal with this company.

Update... make your mind up Vans Direct....it’s lie after lie you’ve changed you’re response again. The number is now still in use you say and are using it to call customers, because I received a call from that number and a voicemail.

BEWARE EVERYONE NOT A VERY NICE COMPANY TO DEAL WITH!!

Very good efficient service from Lloyd in sales and Sarah in admin.
Delivery as promised

I agreed a van to lease with sales agent Curtis on 18th October 2018 and provided the requested documents on 19th October 2018. As of 15th November I have given up chasing and chasing. After a deposit was taken from my card (for the wrong van) no one seems to be bothered.

I raised a complaint and the response was pretty much sorry for the inconvenience but keep waiting.
After taking my deposit I was told i could not have the van I wanted as Ford had placed an embargo on all new Ford Connect vans as they were failing their emission tests. I asked why he had taken a deposit to reserve a van I could not have and he said I could have it but just no idea when. I said this was not acceptable as he told me he was taking the deposit to reserve a van so no one else could buy it and there was no van. He told me there was but not the one I wanted! He said he could not tell me if it would be weeks or months before the van I requested would be available and seemed like he was trying to palm me off with this other van. I spoke to Ford who advised me this was incorrect and that there was no problem with registering new vehicles. After lots of going backwards and forwards Curtis eventually told me I could have the van colour I wanted and as was quoted.
After around a week I had heard nothing so contacted Curtis again and chased it. He asked me if I had received any documents and I had not. He said he would chase it. The next week I received an email from a finance company with no details on and the link did not work so I was not sure what it was for. I contacted Vansdirect and was told I should have received another email with the details of the lease and it would be sent on. I then got the email with the lease details and it was at a price more than I was quoted! Since then NOTHING i have chased every day, left voicemails, nearly daily emails to 3 departments and the sales agent, used online chat where i was assured someone would call me...NOTHING. i told the complaints department I wasnt happy with their response....NOTHING!

At the time of writing i have received a voicemail from the sales agent trying to 'save the sale' blaming external people for the problems but thats it. Still no contract, still no van. Probably the worst customer service I have had in my life to date

I would not trust this company again, nor would I buy from them again. I am currently writing to FORD UK, my MP, the DVLA and Financial Conduct Authority