Identity Direct
reviews and complaints

On 6/7/2020 I ordered and paid for a blue and white six panel match play soccer ball personalised with the name of 'Korben'as a birthday gift for a child. I was told that delivery would be in 6-8 weeks. I received an email dated 6/7/2020 confirming that my Order Number: 31481785 (Total Paid: 41.98) had been received. A web page link verified this.

After eight weeks I emailed Identity Direct to request an update on delivery, because the electronic link showing progress (although there had been none) no longer worked. In return I received an email link which took me to their sales catalogue, and invited me to purchase more goods. I sent 4-6 emails requesting what was happening with my order, and stating that they were not answering my questions but were just giving me a link to their catalogue. Every time they replied with an automated no-reply email with the same link to their catalogue.

I need to know the progress of my order and when the personalised soccer ball I ordered will arrive.

I do not want to receive any more automated emails which send me Identity Direct's sales catalogue in response to my questions.

(NB: I tried to upload a picture of the soccer ball I ordered, but my computer could not access the formats you accepted.)

Thank you.

I purchased beach towels for my grandchildren and spent $85:00, I contacted your call centre today and was told I wasn't getting my towels because of "an inventory issue" not good enough !, I have had no contact with identity direct about the problem with the towels, disgusted and extremely angry, I will be referring this to Consumer Affairs ! It has been almost 4 weeks and no one has ever contacted me about this issue! These towels are for two little boys who will be very sad that they are not getting towels with their names on them as promised by their Grandma, towels they won't be able to open on Christmas Day, would you like this to happen to you?! How would you feel if you disappointed your family, put yourself in my shoes, I do not trust your company and will be sure to tell everyone how bad the service is, you can't speak to someone in Australia ! You have to call Kuala Lumpur, I expected more from. identity Direct in Sydney, I will proceed with my complaint and also seek information from my Lawyer in Sydney

1. Went to order backpack, put it in the basket, money went out of account. Order confirmed by Email. For some reason did not let me chose delivery method, decided, it's most convenient for me to get paid delivery to pickup point (?!?)
I message the company REQUESTING if it is possible to deliver to home address provided. Message I get:
'Thanks for your message about amending your order.

Unfortunately you will be unable to amend your delivery address after nominating a Pick Up Point due to our system limitations.

As such, I have gone ahead and CANCEL your order. Please proceed to place a new order and make sure to key in your delivery address and do not select a pick up point.

5 Minutes later I get another message from them:

Thanks for your message, I'm sorry to see that we've been unable to complete your order.

Usually we will be able to fulfill all orders, unfortunately it appears that we ran out of stock and unable to supply what you ordered. We are also unable to offer any available alternative in this instance. As soon as we recognize that there is a stock discrepancy we will refund our customers via their original payment method.

I'm sorry once again for not being able to complete your order, if you have any further queries please feel free to contact us once again.
Seriously, I shop online a lot, never come across such rude and incompetent company. If you can put it in the basket it is IN stock. It's like walking into the shop, buying groceries, paying for them and upon leaving the shop discovering, that they all vanished.

I ordered a personalized book for my granddaughter. It asked for her birthdate and I scrolled down the numbers and put in 10/02. For October 2nd. When the book came the birthday said February 10th.
Clearly, this company is not based in the US as we put the month first.
The company will take no responsibility for this error as they say it is clearly stated on their website. It is not.
They offered me a new book at 50% off. I paid $40 for this book, already too much!
I asked if they could just send me a sticker with the correct date to put over the incorrect date. They could not.
I do not recommend this company. Shop elsewhere.

I ordered a book for my granddaughters birthday. The kind where the child's name is in the story. They advise you to give them 14 days for your order to be shipped. It has now been over 3 weeks!
Even though it was ordered the third week in November, they didn't bother to charge my Visa until December 9.
So now, after speaking to customer service, I've been informed that the book has been shipped and i should receive it sometime next week. Customer service tried to blame my credit card company by saying they had to wait until they approved the charges.
It's funny how every other company I have ordered anything from online has no problem getting that approval IMMEDIATELY!
My granddaughter's birthday is tomorrow and I should receive the book sometime next week making it a total of over 4 weeks. This company has some very bad issues! Don't bother with it!

I attempted to order 2 books from IdentityDirect yesterday. I had a 20% off coupon code that expired that day (10/31/11). The page that requested the coupon code indicated that it was accepted and showed my 20% discount being taken. However, on my "order review" page, the coupon was missing and I was being charged full price. Thus began my journey with customer service.

1) I called and spoke with Mark. He told me that this sometimes happens with coupon codes and that I should go ahead and submit the order. He assured me that the 20% off would be taken off in my confirmation order which I would receive in an hour. I took his word for it and did this. He did say it could take up to 3 hours for my order to appear in their system, and, of course, their office closed in 3 hours. Since my coupon code expired THAT DAY, I expressed this as a concern and he said it would not be an issue.

2) My confirmation email came immediately and did not include the 20% off so I called customer service and spoke with Derek. Derek told me it would take 10 minutes for the order to appear in the system and to call back then.

3) I waited 20 minutes and called back and spoke with Earnest. Earnest told me that it would take until the next morning for the order to appear in the system. He told me that whoever told me 10 minutes was "just trying to get me off the phone." Nice, huh? He gave me his direct number and told me that if I called first thing the next day (8:00 AM Central time), he would give me 30% off for my trouble.

4) At 8:20 AM the next day, I called Earnest's direct number... which, of course, was the wrong number. I can't swear that it wasn't an error in how I wrote it down, but with the rest of my experience, I'm pretty sure he gave me a phony number.

5) I called the regular customer service center and spoke with a woman (not sure of the name). She originally told me that Earnest was not available. I explained the situation and was put on hold for a long time. She finally came back and told me that they were willing to give me the 20% off but indicated that they were doing me a favor because the coupon code had expired the day before. She told me that there was a "miscommunication" about the 30% off from Earnest - NO THERE WAS NOT. I am 100% confident that is what he told me, so I asked to speak to a supervisor.

6) I then spoke with a supervisor, Kristen. She told me that she had spoken to Earnest and that he said he only promised me the 20% off. Again, this is an outright LIE. I was so furious at this point that I just cancelled the order.

We'll see if the order actually ends up being cancelled. I have not received a confirmation yet, and, after the rest of this experience, I can see them just sending it and charging me full price anyway.

BEWARE!

I ordered iron on labels and it says 14 days delivery and usually under that so l ordered them on 20th August 2010 and still have not received them l phoned today and have been told that they come from the company that is in Australia and that the UK is just to take orders l have read their web site and it does not say any where when you place an order that it will have to come from Australia other wise people would not order from them, when l spoke to customer services (twice) they both agreed that they were deceiving people and they felt bad about it. I have emailed the email address they gave me identitydirect.co.uk quoting all what l read on their web site, when l looked into "what is identity direct l thought yes it will tell me in there that they are a company from Australia but no it doesn't.