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

“Terrible company as per a previous reviewer took money immediately for a purchase they never dispatched. This company should not be allowed to trade.”

Helpful Report

Posted 6 years ago

Thank you for your early review Rob. Please note our usual timeframe is 5-10 working days for this item and our system is indicating this has been dispatched with royal mail 6 working days after placing your order. We are very sorry you have had to post an early review and that you were not in receipt of your goods sooner before posting this review. The window for the delivery turnaround is displayed under the 'add to cart' button on each product page which clearly states the timeframe customers would usually experience, we are sorry if this was not clear enough for you. Please note due to the festive period the dispatch centre only resumed to full operation on the 3rd of January which did cause a small disruption to dispatches taking place however this did not impact you. If the delivery was not complete in the 5-10 working day timeframe then we understand your frustration however this did not appear to be the case, that being said we are not sure why you feel we should not be allowed to trade as we have communicated the processes for this transaction which appear to have now been concluded. Nonetheless, we thank you for your feedback and should you still have further concerns please do contact our customer care team directly who will be more than happy to assist you further. Kind regards Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Pathetic, ordered a bag from them on the 29th of December, money was taken right away with an order confirmation coming through and nothing at all since then, we're now over two weeks since the order and still nothing... I've tried to get in touch with no success so I'll be issuing a chargeback and never going near them again.”

Helpful Report

Posted 6 years ago

Thank you for your early review Andrew. Please note our usual timeframe is 5-10 working days for this item and our system is indicating this has been dispatched with the royal mail 8 days after placing your order. We are very sorry you are not in receipt of this as of yet, please be rest assured we are looking into this matter and will of course refund you by the end of play today should your order not be located should you not wish to wait for another item to be dispatched. Please note due to the festive period the dispatch centre only resumed to full operation on the 3rd of January which did cause a small disruption to dispatches taking place and we are very sorry for this inconvenience. Our team have also attempted to contact you today and have left you a voicemail explaining this matter in detail. We are sorry if you did not see the general timeframe of this item which is displayed on our website under the add to cart button you would have clicked on to proceed with your order, this 2 week window is usual for this item to experience this length of time. We are now monitoring your concerns raised and aim to update you by the end of the day with a remedy to this transaction. Thank you for your patience in the meantime. Kind regards Customer Care Team H A U S D I R E C T

Posted 6 years ago

“As in a previous review, I have placed an order on 18th of December for a Lux Console table. The money was taken as soon as I received an order confirmation and have not heard anything from the company since. Getting through on either of 2 phone numbers provided is impossible and i really tried, it seems they don't employ any of the stuff to answer the calls. Sent an email and have not heard from the company either. If the table doesn't make an appearance in the next week then will be taking it up with the credit card company as fraud. Avoid this company at all costs.”

Helpful Report

Posted 6 years ago

Thank you for your early review Eugenia. We value your feedback & custom and are very sorry you have not received your order as of yet. Please can we ask you check your junk/spam folder as we have provided you with an update on your orders status 2 days ago with a detailed explanation of a 2 week delay encountered due to the festive period shutdown which exceeds the 10-15 working day timeframe we state online customers would usually experience on this item. Our team will contact you today just in case you are not in receipt of our email update for some peace of mind, in the meantime our team are monitoring your orders progress and we are very sorry for any inconvenience this may cause you. We have also advised you should you not wish to wait any longer we will of course refund your order as per our legal contractual obligation to do so. Thank you for your patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Much like many other poor reviews put on here, I ordered a L desk from here on the 26th of December, and I immediately received a order confirmation and soon after the money was taken. However over two and a half weeks later I have had no further communication. There has also been no response to any phone calls or emails. I am very much hoping that it is just a matter of time before delivery.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Jonah. We apologise for unsettling you in anyway, of course this is not our intention and we understand you have received an update today concerning your order with an explanation of the warehouse closure for the festive period which only resumed to full operation on the 3rd of January. The product you have purchased 'usually' experiences a 5-10 working day window for delivery turnaround, unfortunately due to the festive period shut down last year as explained in the one email received dated 4th January we are working as fast as possible to dispatch orders following the return of our transport partners and team members at our head office. From time to time dispatches can go outside the general timeframes customers experience and we of course try our very best to keep this to a minimal, we apologise in advance if you are affected by this. We are sorry however you have felt the need to write an early review and as communicated by our team we endeavour to fulfil your order as quickly as possible now that the team have returned, sadly due to logistical restricted services that operated during the festive period this has had a small knock on affect for many companies, we of course have every intention to fulfil your order and we thank you for your continued patience in the meantime. Please note if you cannot reach us on the telephone numbers provided you can also create a 'help desk ticket' by logging into your account or creating an account and our team will respond to any concerns you may have. We hope this review response reinstates our communication and committment made to you already in providing you with some peace of mind. Thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“**READ THIS FIRST BEFORE YOU PLACE AN ORDER** I placed an order on Dec 9th and I still haven’t received my item despite the money being deducted from my account the folllowing day. I still have no vision of when my item will arrive 4 weeks later despite leaving voicemails to call me and sending many e-mails to customer care. In fact you never get a specific email back on your order, only a generic email to say they are busy. I now doubt if this company actually exists and will be reporting the matter to the Police.”

Helpful Report

Posted 6 years ago

Thank you for your comments. Unfortunately we are unable to identify you as a customer at present and with the third party data centre we reply on for capturing reviews on our behalf - reviews.co.uk have also been unable to verify this review/buyer (verified badge failed), with no order number we cannot trace how genuine this complaint is with no record being entered and no contract formed with ourselves and this potential customer. We do not wish to create any issues here but if this is a hoax you are really wasting your time. You have mentioned calling the police, if this is a real concern we can advise you to an ombudsman and take you through the correct channels to log your complaint if this cannot be resolved between our company and yourself. In the meantime as we have not heard from you since posting this comment we cannot process any order or update without details. No further contact from you has been made so we deem this to be an incorrect company you have reached out to. We hope this review response reinstates our continued commitment to all our loyal customers, we care about our customers and are here to assist customers on after sales concerns at any point, and we do not hide from issues should there be any in any unforeseen event. Please note you can reach our team by the telephone numbers available on our website, create a help desk ticket in your dashboard through logging into your account or creating one, email our team or send an enquiry form from the contact us page and our team will be in touch. Thank you. Customer Care Team H A U S D I R E C T

Posted 6 years ago

“I ordered two office storage units with HausDirect on the 7th of October. After several calls and messages to the helpdesk, I am still waiting for the order to be fulfilled. They have told me half the order has arrived and the other is still be shipped from Germany. Must be on a round the world trip! Website said it would be 4 to 6 weeks and now it's the 27th of December. Don't believe what they say about items being in stock.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Mahesh. We apologise for unsettling you in anyway, of course this is not our intention and we understand you have been communicating with our team with regards to your order. Part of your order as advised was caught up with the festive period delays resulting in only part of your order being made available initially, we did however give you the option to take part of your order and the remaining piece would follow in January which was mutually agreed on given the situation you we were facing was outside of our control at the time. We are sorry however you have felt the need to write an early review and as discussed with our team we endeavour to fulfil your order as quickly as possible now that the team have returned on the 3rd of January following the factory shut down during the christmas period whereby part of your order has been held. We also apologise for any any inconvenience in getting through to us during our busy periods, due to the Christmas demand and restricted timescales last month we have been working very closely with our transport partners to fulfil orders as quickly as possible now that the teams have resumed back to full operation, due to the nature of the product we just could not ship this with any carrier and therefore our options were limited at the time. Please note if you cannot reach us on the telephone number provided in your email confirmation during busy periods we do also display two alternative numbers on our website to reach us on and a messaging service. Please do check your junk/spam folders for any email communication we have sent should you not be in receipt of this still. We hope this update helps provide some peace of mind and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Ordered a sofa from Haus on 23 Nov and payment taken from our account on 26 Nov. Not heard a thing from them since the confirmation email on the date of my purchase, other than an automated response to my second e mail to them, enquiring about a delivery date. Have tried to call but can’t get through. Very, very poor customer service. The 5 to 15 working days delivery timescale for the sofa has now expired and we still have no idea when our sofa will be delivered. Was hoping to have it for Christmas, but that’s looking highly unlikely. Will not buy from Haus again.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Mark. We apologise for our delay in replying to your email and also for any inconvenience in getting through to us during our busy periods this week, due to the Christmas demand and restricted timescales this month we are working very closely with our transport partners to fulfil orders as quickly as possible. We understand our team have been in touch since and have notified you of our delivery timeframe as advertised on our website against the item you have purchased and that you will be getting this before Christmas as planned. Please note if you cannot reach us on the telephone number provided in your email confirmation during busy periods we do also display two alternative numbers on our website to reach us on. Please do check your junk/spam folders for any email communication we have sent should you not be in receipt of this still. We hope this update helps provide some peace of mind and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Ordered a sofa from Haus several weeks ago. They have taken my money but have not heard a thing from them since the confirmation email stating my purchase. Have tried to call but can’t get through and have emailed several times but no reply at all. What poor service. Still have no idea when my sofa will come or what is happening.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Wendy. We apologise for our delay in replying to your email and also for any inconvenience in getting through to us during our busy periods this week. We understand our team have been in touch since and have notified you of our delivery timeframe as advertised on our website against the item you have purchased. Please note if you cannot reach us on the telephone number provided in your email confirmation during busy periods we do also display two alternative numbers on our website to reach us on. Your order has been released and awaiting collection at present which is why your payment has been taken to allow us to proceed with its dispatch, we state on our website against this item 'usual' delivery can take around 5-15 working days for delivery, we are sorry if you did not see this. Yesterday was the 10th working day since placing your order, unless your order is expected to be delayed you will not receive any communication other than your delivery booking confirmation from our transport partners, please be rest assured if any delay is to be experienced we will notify you. At present this is showing as on schedule for completion in this timeframe. Unfortunately as the despatch centre is closed over the weekend we cannot obtain a live status check on your delivery date until Monday as we have advised already. We hope this update helps provide some peace of mind and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“I made 3 orders. One on the 31/08/18 and two on the 02/09/18. Still no delivery. Contacting HAUS is almost impossible and having contacted one of the MANUFACTURERs directly they stated that they only got the order from HAUS on the 13/09/18. !0 days after I placed the order and HAUS took my money. Ringing HAUS is pointless as you will never get through. Email is hit and miss. HAUS took full payment for all items in my order totalling £1819.00 on the 03/09/18. This is not a small amount and as others have said, they should not take this until the items are dispatched. I have since found out that they did not even place the order with the manufacturer until the 13/09/18. I have had an email from HAUS with a story about checking one of the items and that they are trying to consolidate the delivery into one delivery. HOWEVER, again after contacting one of the manufacturers directly (Listed under each product) they state that they deliver directly and not via HAUS. So are HAUS lying? So this leads me to believe that HAUS have serious processing and customer services issues after 1: finding out they do not place orders straight away. 2: The products may show as in stock but they are not and 3: They seem to be telling lies to their customers with made up stories to cover themselves. So, in conclusion, I have no idea what is happening with my order or my £1819.00 and can only hope the items get delivered. Next time, I will approach the manufacturers directly as at least they answer their emails and telephone. TO HAUS: Please contact me to sort this out ASAP.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Mr Leeson. We are very sorry to learn about your negative experience to date concerning communication with our team. As explained today on the telephone by our business manager, during brand events our telephone lines can experience a high volume of calls and therefore our advisors are unable to answer immediately, this in essence can take some time in answering calls, we are actively improving our processes and company infrastructure to cope with the growth of our operation, and are aware we can do better, your feedback is valued and will certainly help our management team. Sorry in the meantime that we have not responded quick enough. Alternatively to the telephone service we have introduced a help desk centre and strongly advise should this happen again to open a ticket through your account if created or create an account using the same email address as your order and we will link this to a ticket and an advisor will call you or email you back. We usually respond within 2-3 working hours or alternatively you can email our team who will look into any concerns or updates you request within 24 working hours. Your order has a time frame associated with it which is a usual indicator to when orders are expected to be completed, we do apologise that this is extending outside of the 15 working day period at present and as you have been made aware by our partnering brand advisors this is something which was updated previously by them on our behalf, we have also noted that this has been provisionally confirmed today with you also and a date we anticipate to be the firm date for delivery given the services are outsourced by our partnering brand on this item (s) also confirming. Your communication with our partners is also logged and noted in our system as contracted therefore we deem updates channelled on our behalf are satisfactory updates, communication updates activated in this manner are a true reflection of our positive alliance with the brands concerned as they are equally key members of our operation extending the service levels to fulfil our after sales support needs especially if they oversee the logistics at the time, they will usually hold the information you may require, this being said we will always pass this information on to you as and when we receive communication, from time to time booking in confirmations are sent by third party couriers/ partnering services and not by HAUS. With reference to your payment, please note your order was released from our system and awaiting preparation for dispatch which is why your payment has been taken, as we outsource our delivery services in order to release the goods we hold we have to take your payment commitment to allow for the transportation services to commence and allow for execution of the final stages of the order fulfilment, and with your order being in two locations we are trying to consolidate this to arrange for a dispatch with 1/2 couriers and not three to avoid any inconvenience given this is going to the same postcode, three orders in our system are deemed as three separate transactions especially when ordered on different days. Brands can collect from us and deliver directly so this is incorrect information you have been given, in this instance we are actually delivering part of your order from the North East warehouse to the warehouse who you have been speaking with directly, this is because this is a separate transaction to that of your first order placed. If our stock holding is held in various warehouse locations we can access these at any point and do not need to call on items immediately to be allocated if held with us, items are also held with our suppliers which is where you may have been advised of our order date, as we designated stock to be released knowing this was in the normal timeframes to enable preparation for a swifter delivery turn around. This is simply because if our third party courier is unlikely to deliver this within a reasonable timeframe we can switch the stock allocation from our secondary storage facilities to allow for a quicker turnaround to commence, this is what has happened here, we however have been monitoring your order from day 1 and have certainly not forgotten about you. To conclude on your assumptions of our services and execution faults we are very sorry if you feel your order has been badly managed, this is not how we expect our customers to feel nor do we gain any satisfaction from unsettling them in anyway, on this occasion your order has been upgraded to be overseen by the manufacturer themselves who can facilitate this service on two of three of your orders quicker and safely given the value of your orders, resulting in avoiding multiple handling of these items. We hope today's update is a reassuring one and we are pleased you have managed to speak with a member of our team. Please accept our apology for any inconvenience caused and please be rest assured your order is being monitored by our booking team as well as our partnering brand partners. Thank you for your continued patience in the meantime. Customer Care Team H A U S

Posted 6 years ago

“Appalling customer service - 9 weeks and counting for a flat pack desk. Numerous attempts at trying to contact HAUS and automated line just hangs up. Taken the money despite website advising only taken when item dispatched. Call customer service line - no answer and call hangs up after 5 minutes waiting.”

Helpful Report

Posted 6 years ago

We are sorry to learn about your experience today Mr Parish. Monday mornings can occasionally prove challenging at peak times to get through to the team with pre-sales and aftersales engagement following our return from the busy weekend. Please note whilst we do try our utmost to get back to you as quickly as possible should you ever find yourself trying for 1 hour again please do send us an email or complete a help desk ticket and we will of course call you back rather than having to continuously call. Our customer care team have hopefully put your mind at ease now by explaining our telephone line issue with you today and have also advised of two alternative numbers which can be obtained from our website. Please note your order states this is a 6-8 week lead time item and is clearly indicated on the delivery details section on the product page itself directly above the add to cart button, this was also explained last week when you called. Please note today is the 43rd working day so this is within our usual time frames customers experience. We understand this has now been confirmed with you by the booking team today and we apologise for the telephone issue you have experienced today. Please also refer to our website for any updated numbers in future as the contact number in your email is dropping out of service resulting in the call management system to take it out of the queue, the technical engineers are investigating into at present. We can also see you made contact last week and successfully spoke with our team, which once again hopefully reassures you that your order is in good hands. Should you have any further difficulties please do not hesitate in contacting us again. Thank you. Customer Care Team H A U S

Posted 6 years ago

“Ordered a sofa on the 7th of August, order number, 100002191. The haus website said 5 to 15 working days. 15 working days have come and gone, yet not a single word from haus direct. Email has been sent and no response and the money has already been taken from my credit card (not what was indicated on the website). Unless I get an explanation, I will have to contact my credit card company. Will not be purchasing anything from haus direct in the future”

Helpful Report

Posted 6 years ago

Thank you for getting in touch. Your feedback is important to us. Your order appears to have been responded to by our business manager explaining the small delay we are experiencing and from what our system is indicating it appears our team are looking into this for you. As your order has left the UK despatch centre and is now held with our transport partners to secure your order payment is taken. We apologise for any inconvenience caused during this transaction. We do hope your concerns have been answered and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Still waiting for my order after 6 weeks o/n 100002047. The funds have been taken from my credit card and they should not have. Can't get through on the phone and emails are not responded to. If you don't reply or send the goods right away I will be forced to contact my credit card company to intervene.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch. Your feedback is important to us. Your order appears to have been responded to and from what our system is indicating it appears our team are looking into this for you with an explanation of the delay provided already. Nonetheless we apologise for any inconvenience caused during our bank holiday weekend activity. We do hope your concerns have been answered and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“I ordered a desk on 20/05/18. Haus Direct took payment immediately despite their claim that "your offer to purchase goods from us shall only be deemed to be accepted by us when we dispatch the goods at which payment will be taken". I've called 01388 604 640 numerous times without luck. I've also sent an email and received an automated reply informing me that "you will receive a response within the next 72 working hours" and "due to operational issues beyond our control, your order may be delayed". I didn't receive a response within 72 working hours. I'm not impressed with this company - my advice is to shop elsewhere.”

Helpful Report

Posted 7 years ago

Thank you for your feedback. We are sorry to learn you are not having a positive experience. Please note as advised in your email today by our customer care team we do not have a contact number for you as you have not left one when placing your order, this item also clearly states 5-10 working days as a guideline and today is the 8th working day, your order has now been booked in for delivery as you have accepted this after we have communicated via email to you having not had a contact number previously. Please can we also inform you that our telephone number is 01388 602 640 it appears you have been trying the wrong number. We do hope this provides you with peace of mind. Thank you for shopping with us. Kind Regards H A U S Customer Care Team

Posted 7 years ago

“Ordered an item on May 2 for delivery within the UK. Sent 2 emails to the customer services team to inquire about the order in the following weeks. All I have received are automated responses indicating that "they have a high volume of calls and emails and aim to response within 24 hours". I have yet to receive any response as of May 21. I would avoid this company, seems dubious at best, and would try to cancel my order as it is no longer needed given this long time frame.”

Helpful Report

Posted 7 years ago

Thank you for your feedback. We are sorry to learn you are not having a positive experience. Please can we ask that you provide your order details to our customer care team and/or create a ticket using the help desk feature in your account, alternatively contact our team by telephone to discuss this matter further on 01388 602 640. We apologise for any delay in email communication in the meantime, due to our brand event we are experiencing a higher volume of emails than usual at present. With regards to your delivery, some of our products are warehoused in Europe and therefore timescales can vary from item to item, please can we refer you to our 'usual delivery' time frames highlighted on each product page as some items can take longer for completion than others. Thank you. Kind Regards H A U S Customer Care Team

Posted 7 years ago

“Very poor on all fronts. Wrong item sent and trying to get it returned and a refund given. I am told they are awaiting for their distributor in Ireland to arrange and could take 30 days! If you can get through on the telephone no firm answers given in order to sort problem out and despite endless emails not yet had a satisfactory response. All I want is for them to pick up the package and refund me! Don't see why as a customer I should be in the hands for their distributor to sort this out as it should be them. Very unhappy while they sit on my money. Would not recommend this company at all.”

Helpful Report

Posted 7 years ago

Thank you for leaving us feedback. We are very sorry to learn you have encountered a frustrating experience in receiving the incorrect product from us. We apologise for this picking error, we believe you may have mis-understood the 30 days, this is our 'general guideline terms' that any refund can take up to from the date of an uplift request for processing time, which takes into account brand events and/or seasonal high volume periods, this however is not the time frame for a collection to be arranged, we are sorry if this has unsettled you. As stated in our conversation yesterday this is being investigated and collections follow a process. Once again, please be rest assured this is being managed by our brand partners as this was an error executed on there behalf. We can confirm your Knomo bag will be collected and your order will be refunded back as per our legal obligation to fulfill within a 1 week period as advised. We do hope we can reinstate your confidence in our brand and endeavor to rectify this issue as quickly as possible. Best Wishes, Customer Care Team H A U S

Posted 7 years ago

“Appalling customer service. No response to emails or voice mail. I have no idea when I will receive if ever receive my 3 week old order which allegedly was in stock as I cannot get a response. I will never use this company again. I would not rate them with 1. They are not only unreachable but below zero . How are They still in business. I do not have any replies from you in spam or any where else before you suggest that.”

Helpful Report

Posted 7 years ago

Hello Mr Gaynor, Please accept our sincere apologies for any inconvenience caused by this occurrence. Whilst we do state delivery times on our website for every item which is an indication guideline for timescales, the item you have purchased is a 5-15 working day time frame we can only apologise if this extends outside of this period slightly following our warehouse re-location undertaking after Christmas. I can assure you that your query will be looked into further, our help desk ticketing service also allows our team to keep a trail of your communication and for yourself to monitor which we do state in your order confirmation email as a means of communication also should you struggle to get through by telephone at any point. In the meantime, thank you for taking the time to message us and we will of course be in contact further to work towards restoring your faith in the brand and provide you with a delivery update. Kind regards, HAUS Customer Care Team

Posted 7 years ago

“Ordered on the 16th Nov , order still says processing and that's 3 weeks ago , been ringing for the last 3 days and goes to answer machine saying you will get back in touch but still no call”

Helpful Report

Posted 7 years ago

Thank you for getting in touch. Please can we ask you check your junk/spam email folder as our customer care team have emailed you with your update yesterday. We would also advise checking our 'usual delivery' timescales on items as this can vary from product to product and this timescale maybe normal. During busy periods and brand events we can experience high volumes of calls, we apologise for not getting through. Please also email our care team or use the 'help desk' section in your account to create a ticket. Thank you.

Posted 7 years ago

“Terrible customer service”

Helpful Report

Posted 7 years ago

Thank you for your review. We are very sorry to learn that you have not had a positive experience. Please do contact our customer team so we can learn more about how we can improve our service and why yours was not a pleasant one. Thank you.

Posted 7 years ago

“Just a re-seller, don’t believe them when they say stuff is in stock, ordered over 6 weeks ago, still waiting. Fobbed me off time after time, shocking customer service. Phone is manned by just one person, if you even get through, always says you’re in a queue! Avoid!”

Helpful Report

Posted 7 years ago

Thank you for your feedback. We are sorry to learn you are not having a positive experience. Please can we ask that you provide your order details to our customer care team so we can look into your case, we apologise if your call has been queued, due to our brand event we are experiencing a higher volume of calls than usual at present. With regards to your delivery, some of our products are warehoused in Europe and therefore timescales can vary from item to item, please can we refer you to our 'usual delivery' time frames highlighted on each product page as some items can take longer for completion than others. Thank you. Kind Regards H A U S Customer Care Team

Posted 7 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