Name: Haus Direct
Address: 185, Newgate Street Retail Store, Bishop Auckland, Co. Durham
Rating: 2.50

“This site is a scam. Their customer service people lie and the refuse to cancel orders even when not shipped. They also make returns impossible. DO NOT ORDER FROM THEM. I’m disputing this lousy experience with the credit card company’s help,”

Helpful Report

Posted 2 months ago

“Took forever with delivery , sent numerous emails and got no response had no alternative but to seek a refund through my bank , light finally arrived and so the bank took the money back off me Contacted the company as id returned the light , very poor quality , still waiting for my refund this light was return to them in April DONT BUY !!! They have stolen my money”

Helpful Report

Posted 4 months ago

“Light was shipped overseas, took 3+ weeks to arrive. Awful quality. I tried to cancel my order 3x before it shipped but they wouldn’t let me. Product arrived and I immediately tried to return. They make the customer pay a 25% restocking fee, and return shipping if the return is even “approved”. The glass bulbs were covered in scratches, but they still will not cover return fees. Currently disputing with CC company.”

Helpful Report

Posted 4 months ago

“Complete scam of a company. They sent me lights that do not work in my house and refuse to accept a return and process a refund”

Helpful Report

Posted 6 months ago

“Do not buy anything from this site! Scam”

Helpful Report

Posted 1 year ago

“This company claims to be uk based. They aren't. They are shipping goods for delivery from abroad, taking weeks and refusing refunds worth thousands of pounds.”

Helpful Report

Posted 1 year ago

“Watch out for these guys. All looks good for the first withdrawals then they ask for another 19% to be paid over before they will release your funds. Has a feel of scam to me had to involve BROADOAK-CAPITAL. COM and they helped me get my money out quick.”

Helpful Report

Posted 1 year ago

“After ordering nearly £2k of goods, and only the sofa & pouffe being delivered - I sent emails repeatedly, and nobody got back to me. I eventually got through to a man around June 2022 who spoke at length to me, sounded genuinely sorry and promised to resolve the issue. Did I hear back? No! I have again and again emailed and now the phone number doesn’t work! Do not order from this company!!! What a shame as they they have such nice products. A sad show of the poorest customer service you will ever know! Small claims court here I come.”

Helpful Report

Posted 1 year ago

“Pretty convinced this is a scam company. Don't deal with them. They'll take your money but you won't get your goods. I placed an order in early July - heard nothing and it's now November. No replies to emails, calls or letters for months. No confirmation dates for orders, no follow up when you raise tickets on their website - even if you cancel. Should you be unfortunate enough to have placed an order without reading the reviews, the best advice is to get your credit card company to report this as fraud and claim the money back through them as a charge back. Just show the evidence of how many times you've tried to contact the company. NB a company with a suspiciously similar name (Haus Ltd) went bust in 2021 and they appointed solicitors to deal with the wind up. Those solicitors told me they had stopped the bank account to that company but that as Haus Direct is not a Limited company we can't know if it's the same group of people who went on to set this one up. Shame there's no zero-star option”

Helpful Report

Posted 2 years ago

“Thank you Haus direct for the delivery of my order, product as arrived as promised despite some concerns made initially through reviews I had read I called the company before ordering and was briefed on the reasons behind other customers complaining, with my credit card protection I decided to go ahead and order and pleased to say everything went smooth and boxes arrived in great condition not something I would usually look out for but just saying the transaction was a good experience and came within the advertised window. I would not hesitate to recommend from my experience. It seems like they are trying hard to keep everyone happy from my conversation with sales. Given 4 stars as I would have preferred a delivery time slot but had to wait all day, maybe harsh but in todays world i don’t think it’s unreasonable to expect it.”

Helpful Report

Posted 2 years ago

Hi Danny, Thank you for your feedback and for shopping with HAUS DIRECT. We value your custom and for taking the time to share your experience with us. It really does mean a lot to us since our historical challenges we have faced throughout this year, like many companies some periods have been harder than others, we recognise our failures with communications being diluted at times during peak periods and for our supply chain delays occurring more so this year than previous, however we always look to improve our customer offering and listen to our customers throughout our decision making development stages. We hope our improved infrastructure now will enable prospect customers to continue shopping with us in a more positive light as we look to make the most of our new service offering and test our new systems during the busy seasonal periods. Whilst we strive for perfection and high service levels we put our hands up and accept we have let many customers down at times to that of our usual standards especially our repeat customers who may have experienced the difference. Your feedback and positive experience of late is a sign that our new measures are a step in the right direction and we will share this on to the team. Thank you. Best Wishes CC Team

Posted 2 years ago

“Order placed, 7 June 2022. Chased 6th September via email, phone and their help desk. Have had no contact with them except one phone call where I then asked for a refund and they said someone would be in touch to arrange. Still no contact 20th October 2022. Even after many more chases via Email Telephone and Help Desk. Have tried their Sales Team, Customer Care and Credit Control to no Avail. Pretty sure this is some kind of SCAM site at this point. I've now questioned the transaction with my bank who are now dealing with it. Absolutely shocking !!”

Helpful Report

Posted 2 years ago

Hi Mr Platt, Thank you for your feedback. We are very sorry to learn about your experience to date and rest assured our team certainly wish to learn more about this issue and how we can assist you in a resolution. A member of our team will contact you shortly as we can see your transaction ID has been verified and once we can obtain your ticket number our help desk team will also investigate further into why your communications have gone unanswered. In the meantime we are very sorry to learn about your concerns raised and for your experience to date not being a positive one, we would like to take this opportunity to learn more about this matter and apologise for any inconvenience caused during your transaction with us. Please note our team can also be contacted on 01388 602 640 which is another number located in your email which maybe different to the central head office number you have tried, should the team be unable to assist you during your call attempt a messaging service is also available for the team to respond back to, please note this timeframe can take up to 5 working days during busy seasonal periods. We hope this helps. Best Wishes CC Team

Posted 2 years ago

“Sorry there wasn’t a NO STAR to award. As with many customers, no satisfaction whatsoever.! Promised item never came.! After calls, emails, conversation with them about a day for delivery, still nothing.!! Luckily after cancelling the order after Months of delay, I went to my Credit card company that I paid through, and I am so pleased that they retrieved my payment.! Phew..!! What a wasted few months with NOTHING to show at the End of it. No apologies, not even any notification that it ever existed.? Shame on you , for taking advantage of the Public in that underhanded way..when SO many other companies would have been grateful of the business.!”

Helpful Report

Posted 2 years ago

Hi Anonymous, Thank you for your feedback. We are very sorry to learn about your experience and despite obtaining your refund now our team certainly wish to investigate further if you can kindly assist us with your order reference. Please note all transactions receive an instant automated receipt of purchase acknowledgement at the time of placing an order which is our contract of engagement with yourself. A member of our team will be in touch if you can inform us of your order number and would advise checking your junk/spam folder in case it has been placed here, we can of course conduct a security check and ask some further questions to locate your transaction as an alternative method and send you a copy of your order confirmation, we would however imagine if you have managed to obtain a full refund through your bank provider you would have had to provide proof of purchase to them directly in making your claim as this usually forms part of the process. In the meantime we are very sorry to learn about your concerns raised and for your experience to date not being a positive one. Please note our team can also be contacted on 01388 602 640 which is another number located in your email which maybe different to the central head office number you have tried, should the team be unable to assist you during your call attempt a messaging service is also available for the team to respond back to, please note this timeframe can take up to 5 working days during busy seasonal periods. You can also create a ticket via our help desk which is another method to speak with our team by creating an account and logging a ticket for the attention of customer care (https://hausdirect.com/contacts/) We hope this helps. Best Wishes CC Team

Posted 2 years ago

“I ordered a table 5 months ago and never received it. No one picks the phone up or calls back. I paid £320 and received nothing. This is just not acceptable, I am so desperate I am writing here because I lost my money and recurved nothing. Horrible company. Fraud company.”

Helpful Report

Posted 2 years ago

Hi Jonilda, Thank you for your feedback. Unfortunately your review remains unverified by reviews.co.uk, should this be genuine we are very sorry to learn about your concerns raised and for your experience to date not being a positive one, we would like to take this opportunity to learn more about this matter and apologise for any inconvenience caused during your transaction with us. There is not reference number assigned with your feedback nor any corresponding email details for our team to match against our records that a transaction exists. Please can we ask if you can contact our customer care team directly by replying to your original order confirmation email simply requesting an urgent call back on your transaction. Our team can also be contacted on 01388 602 640 which is another number located in your email, should the team be unable to assist you during your call attempt a messaging service is also available for the team to respond back to, please note this timeframe can take up to 5 working days during busy seasonal periods. Please note you can also log a ticket via our help desk centre by creating an account or logging into your account if you have one, we would advise selecting the customer care department and using the same email address as the one used when placing your order, this will then recognise the order within this section when you select 'assign' ticket. Once our team have this we can then locate your transaction and our team can contact you to discuss your concerns further. We hope this helps. Best Wishes CC Team

Posted 2 years ago

“If I could give zero stars I would. Do not purchase anything from this company. I purchased a light from them at the start of September. We still do not have the light. The work on our house has now finished so we will need to pay an additional charge to have the electrician fit the light, if it ever arrives at all. The 'tracking app' is awful and never updated. On top of this, I emailed to request a 20cm drop rod for the light we ordered at time of placing the order, as advised by them, however they completely ignored the email, the item has still been shipped with a 50cm rod and I have been advised to cut the rod myself!! When paying this kind of price for a light, is that really acceptable?! Communication is absolutely abysmal. 'Clyde' seems to have taken a hit in these reviews and I have to agree, he is useless. There is zero level of customer service from this company. They ignore all emails. They go round in circles avoiding important questions and will not provide a telephone number no matter how many times one is requested. Can't comment on the quality of the light as we have not received it. However, if our experience thus far is anything to go by, I have little hope for any product that this despicable company would supply. Like others who have left reviews before us, we will be taking further action.”

Helpful Report

Posted 2 years ago

“Does not deserve a single star! Ordered a desk in April. Still have received nothing! £524 I paid. How on earth do they get away with operating. I too have emailed, called and called. I get nothing. I am so angry and upset that they are able to get away with this. What a joke. They should be ashamed”

Helpful Report

Posted 2 years ago

Hi Sam, Thank you for your feedback. Unfortunately your review remains unverified by reviews.co.uk, should this be genuine we are very sorry to learn about your concerns raised and for your experience to date not being a positive one, we would like to take this opportunity to learn more about this matter and apologise for any inconvenience caused during your transaction with us. Please can we ask if you can contact our customer care team directly by replying to your original order confirmation email simply requesting an urgent call back on your transaction. Our team can also be contacted on 01388 602 640 which is another number located in your email, should the team be unable to assist you during your call attempt a messaging service is also available for the team to respond back to, please note this timeframe can take up to 5 working days during busy seasonal periods. Please note you can also log a ticket via our help desk centre by creating an account or logging into your account if you have one, we would advise selecting the customer care department and using the same email address as the one used when placing your order, this will then recognise the order within this section when you select 'assign' ticket. Once our team have this we can then locate your transaction and our team can contact you to discuss your concerns further. We hope this helps. Best Wishes CC Team

Posted 2 years ago

“My Personal Experience: Order 100010840. Unfortunately this is the worst review I have ever written and the worst company I have ever dealt with !! I wish I could of put nil stars - PLEASE CHECK REVIEWS BEFORE ORDERING - I SHOULD OF ! My Story Desk ordered on 12th Jan 2022 – Order cancelled 12th August 2022 I chased on numerous occasions during this time - reasons given: Delay due to Brexit / Delay due to COVID / goods have arrived in the country and I should be contacted by their delivery partner / sorry they may not have got to your order yet as we such a large one coming in since the delay that they were not labelled before container packed and shipped so will be sorted, labelled and then booked in for delivery. Every time something new to hold it up and yet it was ok to take payment on the day the order was placed. During the months Jan to August it could be hard to get hold of Haus Direct by phone on either number: 0333 242 0688 or 01388 602640 but when I did get through to Sinead, Holly or Lauren in reception they would transfer me to either Sam or Joel who were both polite but could only tell me reasons as shown above. Order cancelled on 12th August 2022 with Sam due to never actually receiving goods or a confirmed delivery date. As advised by Sam I had an email confirming: “Your order #100010840 has been updated to: On Hold We are sorry to see you have cancelled your order with us, thank you for giving us this opportunity and we apologise for not being able to fulfill the service levels as expected. We can confirm that your order has been submitted for cancellation and we aim to update you within the next 2 working days with an update on your refund status. In the meantime we thank you for your continued patience while we deal with your request. You can check the status of your order by logging into your account. If you have any questions, please feel free to contact us at Customercare@hausdirect.com or by phone at 01388602640.” That email was received on the 12th August 2022 - it is now the 07th September 2022 - NOTHING - DEAD SILENCE - I have left 4 phone messages on 01388 602640 and sent 4 emails chasing my refund - they are not answering the phone on either number and I have seen on some of the bad reviews that they have responded saying call the 0333 242 0688 number as this is answered in 30 seconds - I have several screen shots of my calls on well over 6 minutes with no answer. ** I actually did find another company to order this desk through and had it delivered in 1 week from placing the order** I have notes from each time I have phoned and spoken to someone or just had my call or emails not answered. I would love to hear back from Haus Direct to confirm you are indeed arranging for my money to be given back and to prove this company is not fraudulent. I await your response.”

Helpful Report

Posted 2 years ago

Good afternoon Carol Thank you for your detailed overview and feedback. We are very sorry to learn about your experience to date and we will investigate into your concerns raised and update you accordingly once concluded given the despatch of your order. We appreciate this has been a very long and unpleasant experience for you and one you have had engagement with several team members during your transactional timeframe with us which no doubt has been very time consuming. We are very sorry for the inconvenience caused subsequently and will do out very best to ensure our management team are aware of the incomplete transaction you have claimed remains outstanding. In the meantime we thank you for your continued patience whilst our investigation is conducted. Best Wishes CC Team

Posted 2 years ago

“The worst service I have ever received. Still waiting for a refund on an order 4 weeks later. No one answers the phone and have sent several emails with no response. Avoid at all costs”

Helpful Report

Posted 2 years ago

Hi Anonymous, Thank you for your feedback. We are very sorry to learn about your complaint and any difficulties encountered when attempting to reach our team recently. If we can kindly ask if you can email us with your order reference number and also in the subject header include the title "REVIEWS.CO.UK" we will ask our team to look out for your email communication so we can investigate into this and arrange for your refund or order update to be completed. Please note our team can also be contacted on 01388 602 640 which is another number located in your email which maybe different to the central head office number you have tried, should the team be unable to assist you during your call attempt a messaging service is also available for the team to respond back to, please note this timeframe can take up to 5 working days during busy seasonal periods. You can also create a ticket via our help desk which is another method to speak with our team by creating an account and logging a ticket for the attention of customer care (https://hausdirect.com/contacts/) We hope this helps. Best Wishes CC Team

Posted 2 years ago

“SCAMMERS !!!! Ordered 2 lamp tables on 24 July Rang you on 5th august as heard nothing from since order confirmation was told someone ring back, no phone call received so emailed & nothing !!! No tables no refund contacted my credit card company & reported as fraud. I hope you sleep well at night THIEVES !!!”

Helpful Report

Posted 2 years ago

Hi Anonymous, Thank you for your feedback. We are sorry to learn about your complaint. Unfortunately your review remains unverified with the reference number provided, should this be genuine we are very sorry to learn about your concerns raised and for your experience to date not being a positive one, we would like to take this opportunity to learn more about this matter and apologise for any inconvenience caused during your transaction with us. Please can we ask if you can contact our customer care team directly by replying to your original order confirmation email simply requesting an urgent call back on your transaction. We are sorry that you have had to raise a chargeback and that this issue was not resolved directly with us, you can also insert reviews.co.uk in the subject header next to your reference too which will help us locate your email and we will create a priority for you to respond back to you. Our team can also be contacted on 01388 602 640 which is another number located in your email, should the team be unable to assist you during your call attempt a messaging service is also available for the team to respond back to, please note this timeframe can take up to 3-5 working days during busy seasonal periods. We hope this helps. Best Wishes CC Team

Posted 2 years ago

“Hopeless! Avoid at all costs. Horrendous experience. Ordered a beanbag and after 3 weeks with no dispatch notice I contacted them to request a delivery date. No reply to multiple emails and phone calls. Ended up buying it from the actual manufacturer and it arrived in 2 days. Had to get a refund through my bank.”

Helpful Report

Posted 2 years ago

Hi Neil, Thank you for your feedback. We are very sorry to learn about your experience not being a more positive one. Please can we advise our delivery lead times for each item can vary and the indicators are noted below the 'add the cart' button on each product page. Your order carries a 'usual delivery' indicator of 5-15 working days which is a guideline and can exceed this window during peak periods, we are sorry that we were unable to meet your expectations on this occasion and we thank you for giving us this opportunity. Please also note we can offer different delivery services for different products (please note this service is not available for every single product) which means you can seek express delivery services at an additional cost and given your order qualified for FREE UK MAINLAND DELIVERY based on our standard services this unfortunately could not be delivered within a 2 day window. Nonetheless, we are very sorry to learn about your concerns raised and for your experience to date, if you still wish to discuss this concern further we will happily arrange for our team to contact you by telephone if you can simply reply to this review. Please note our team can also be contacted on 01388 602 640 which is another number located in your email which maybe different to the central head office number you have tried, should the team be unable to assist you during your call attempt a messaging service is also available for the team to respond back to, please be aware this timeframe can take up to 5 working days during busy seasonal periods. We hope this helps and we thank you for giving us this opportunity. Best Wishes CC Team

Posted 2 years ago

“They did not send my order for over a month. I read the reviews everywhere and they are terrible. I called and challenged them to declare their UK company registered name and number, their "customer service" panicked and claimed she don't have to tell me. It is not mentioned on their website and is required when trading or entering into a sales contract. They clearly are hiding something. I have reported them to trading standards and we should all do to remove fraudulent companies like Haus Direct! If they are purely drop shipping then they are just damaging the industry.”

Helpful Report

Posted 2 years ago

Hi Anonymous, Thank you for your feedback. We are sorry to learn about your concerns raised. Firstly can we remind you that the usual timeframe for the item (B-Bulb) you have purchased is 5-15 working days, we understand you were not happy about this when placing the order and presumed it was available on a 2-3 working day window which was not the case nor advertised stating this. Upon investigation we can see you have reached out to our reception team 3 times since placing your order who have assured you with the communications being passed on to our after sales team and updates have been provided, you have also been updated by our customer care supervisor with the national delay during your concerns adding an extra 5 days onto our usual timeframes, we are sorry you are not satisfied with your experience with us and please can we also inform you, you were given the opportunity for a refund at the time of the delay being confirmed and you chose to retain your transaction with us. Please note you can obtain our VAT registration number from our website and the reception team when answering calls are simply tasked to direct customer enquiries to the relevant teams and during peak periods they are under immense pressure to ensure all calls are answered within a timely manner, please can we politely advise you that they are not employed for interrogation and by refusing to not put the phone down we can understand is most likely contributing towards your frustration and attacking our team with your accusations, should you wish to obtain further company details please simply email our team and/or when transferred to the relevant department or senior team members you can ask any further questions rather than speculating the validity behind our business practice, we are here to help everyone as quickly as we can and are sorry we have been unable to support your demands initially. Thank you. Best Wishes CC Team

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 70%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week

Haus Direct Reviews