Direct Interiors

We had an extremely disappointing experience with Direct Interiors, both in terms of product quality and, more importantly, customer service. The couch we received was not at all representative of what we saw in the showroom. The cushions were poorly constructed and didn’t line up, the couch was uncomfortable, there was a noticeable gap between sections, and the legs were the wrong colour and installed incorrectly. Overall, it felt like a completely different product from what we ordered. While the company did acknowledge some of these issues, the process to get them addressed was frustrating and drawn out over nearly two months. At every step, we had to be the ones following up—asking for updates, chasing timelines, and pushing for progress. Communication from their team was minimal and reactive at best. There was no sense of ownership or proactive customer care. Appointments were delayed, updates were vague or missing altogether, and nothing moved forward unless we initiated contact. It felt like our case simply wasn’t being managed. What stood out most—in a negative way—was that the only time the company proactively reached out to us was to request payment once they considered the service “complete.” After weeks of us chasing them for updates, this was incredibly frustrating and left a very bad impression. This was easily one of the worst retail and customer service experiences we’ve had, especially for such a significant purchase. I would not recommend this company based on both the product quality and the lack of accountability and communication throughout the process.