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

“We ordered a £200 desk in October but this was not suitable for the room when we received it. We repackaged it and sent it back two weeks later. We were told it would cost us £50 to return it and we would only be refunded £150. Despite numerous calls and emails and promises of a refund, we still have not received any refund. The last call we made has not even been replied to. Awful service.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Lisa. We are sorry to learn about your experience to date. Please can we ask if you can get in touch with our customer care team directly who will be more than happy to look into this matter for you, if you have changed your mind which it appears you have a collection cost should you wish for us to arrange this is always obtained based on a quotation basis with our partnered couriers in advance of a collection taking place. You would have agreed to this prior to the collection taking place, once your goods have been returned successfully our system will usually automatically refund you, if this has not taken place we are sorry for this issue and our team will investigate into this further. We have an obligation to fulfil this refund minus your collection costs and this is our contract and we have every intention to issue this back to you, unless the goods have not been returned successfully or their is a system glitch in your queued refund there is no other reason this would not be completed, we will notify our internal teams to get in touch with you now that you have brought this to our attention as we do not have any emails from you notifying us of this being an issue and therefore could not have addressed this earlier unfortunately. Thank you for bringing this to our attention, we will have this matter attended to as a matter of urgency and we apologise for any inconvenience experienced. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“****AVOID****Take your money and don't send your item. What more do you need to know...”

Helpful Report

Posted 5 years ago

“Be aware they have a very poor delivery service. We have been waiting for 2 weeks for our order which is still yet to arrive! Next time will stick with known retailers and pay the extra for the quality service..”

Helpful Report

Posted 5 years ago

Thank you for your feedback Luke. We are very sorry to learn about your current situation in which you feel is unacceptable on your order. Please can we ask if you have noted the 'usual delivery' lead time for the item you have purchased which is noted on the product page under the add to cart button? Some of our collections are not necessarily dispatched from UK despatch centres and can come from our European warehousing therefore our 'IN STOCK' indicator does not always mean instant delivery. Unfortunately your review is an 'unverified review' by reviews.co.uk at present as we do not have a valid order number noted which was requested at the time of leaving your comments by this service. If you can kindly provide us with this we will happily look into your case which will assist us with identifying you and our management team can contact you to discuss your experience further adding clarity on the timeframe you have experienced to that of our usual delivery window if this is outside of our timescales. Please note our team would not normally contact you unless a shipment is delayed or an issue arises on your order which maybe unforeseen at the time of purchase. We have no order details for you at present and unfortunately cannot assist you further until we are in receipt of this to investigate into the matter. We hope you can inform us of the required information for your case to be investigated into. Thank you and we look forward to hearing from you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“DO NOT ORDER FROM THIS COMPANY UNDER ANY CIRCUMSTANCES. I am still awaiting an item of furniture which I ordered back in May. I have continuously called Haus Direct to chase my order and all you get is an answer phone. I have left numerous messages, it is honestly so frustrating not being able to speak to anyone. January - after sending another email in December, they have finally emailed me advising that this is the first they have heard! Of course it is seeing as your customer service is so diabolical and you fail to answer the phone or return emails. I am now £329 down as they are blaming the international courier. My advice is to order from a reputable company and not these complete clowns.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Hayley. We are sorry to learn about your experience to date. As advised by our team today following your help desk ticket raised on the 30th December 2019 today is the 14th of January and we have informed you that your order was dispatched in June and overseen by TNT UK not an international courier. This is a reputable delivery partner. The first we have heard about your order being incomplete was on the 30th of December (8 months after your order was placed) as we have notified you of today and due to the length of time in you notifying us of an incomplete order when many months have passed we require further time to look into this understandably. We do find it difficult to understand why you have only just left this feedback also today following our acknowledgement and conclusion on this issue today and not earlier when you say you have failed to get in touch on many occasions? To summarise you have been offered a replacement at no extra cost as a good will gesture, until the stock released is recovered and/or logged by TNT as missing refunding you for something which we have no wrong doing of and are only learning now is something we cannot offer as an immediate remedy. When goods are shipped via couriers such as TNT you will be carded more than once if an attempt is made in the event you are not available. As we have informed you today we have raised for a replacement to be sent to you despite you only notifying us in December of your order being incomplete, we also have notified you that we have proof of dispatch. You have created only 1 after sales ticket which we have responded to and we have no messages to follow up on unfortunately nor any lines of communication. Please also refer to our office operational hours on the contact page, if you have been trying to get through to us as you say you do for the past 8 months it is extremely hard to believe no one has ever answered your call. We understand you are upset as we have informed you that due to the length of time we require an investigation on the matter with our partnering courier for further conclusions to be drawn and we can only apologise for this process at this stage. We have also written to you prior to your review for a suitable time for a call back, we are trying our utmost to support you as best possible given your circumstances yet you have chosen to attack us with this negative feedback. You also have consumer rights which you could have exercised in this 8 month period, your order confirmation also details your consumer rights and how to go about reporting an issue. Despite details on our website and channels of communication it is concerning for us as to why you have not reported this sooner as we have an obligation to fulfil your order and given our system indicating a dispatch along with our partnering courier confirming a dispatch on your order this is a completed transaction as far as we have been concerned. As a consumer you also have protection should you have used a credit card which you could have raised a charge back on and that way we have been notified sooner of this issue had you have reported it, as 8 months is an unreasonable time frame to be waiting for a stock item. We can also put you in touch with an Ombudsman service whereby we can provide our case, evidence of dispatch and communication response should you deem our actions as being unreasonable. We would kindly ask if you can send us your proof of communication attempts too as we unfortunately have nothing other than your ticket created. Once we have further evidence on your transaction as we have also advised you of today we will update you. Please do not hide the facts here as we have been very supportive of your case and have offered a FREE replacement despite you only just notifying us you still don't have your order after 8 months. In retail nothing should ever take this long unless is maybe a bespoke specialist piece possibly, but even this is a long period to be waiting. You would have been aware of the shipment timeframe detailed on the product page under the add to cart button, you may want to check the telephone number you are calling as we have more than one detailed online. We have shipped many of these units since your order was taken and this is still a current line delivered within 4-6 weeks as it was at the time of your purchase so we have nothing to gain by not completing your order in the first instance. You are clearly upset and we are sorry you feel this way. We have reassured you we are investigating into this 5 hours ago and we require the time to look into this matter further. We hope this helps provide you with some peace of mind in the meantime, should you wish to reach our team please raise another ticket thread through the help desk centre and not the contact us enquiry form, our team are available until 6pm today. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I have tried emailing and calling regarding returning an item but ive had no response and please dont reply that I am a hoax reviewer as that is not the case . i have left my details and have not had any correspondence at all . I will be calling my credit card company to complain and deal with the return soon if there is no reply within the next couple of days. Awful customer care”

Helpful Report

Posted 5 years ago

Thank you for getting in touch. We are sorry to learn about your experience to date. Unfortunately at present we are unable to identify you as a customer as your review has not been verified by reviews.co.uk and you have not entered an order number in the field required to do so when leaving your feedback. Nonetheless we apologise for unsettling you in anyway, this is certainly not our intention to do so and we would like to point out that due to the festive period our despatch centre's have been closed since the 23rd of December along with the customer care team. Our full operation will return on the 2nd of January 2020 whereby all logistics operations and delivery booking teams will be in full operation. Please note we have been running our boxing day event (26-31st) which may also be one of the reasons you have been unable to reach our help desk team during this period, if you have emailed our team you will receive your response on the 2nd of January onwards. We hope this helps provide you with some peace of mind in the meantime, should you wish to reach our team please raise a ticket through the help desk centre and not the contact us enquiry form, our team are available until 6pm today and they can respond to you on general order status updates during this period. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Absolutely shocking!!! I have called this company many times in the last 2 weeks. I hold for 10 mins each time and get put through to voicemail. Nobody returns my call on voicemail or email. My order was placed over a month ago and there is nobody to speak to to enquire where it is or likely delivery date. The so called system tracking I can log in to has remained on processing for the whole month with no further details. Absolutely shocking customer service. Strongly suggest consumers shop else where.”

Helpful Report

Posted 5 years ago

Thank you for your comments. Unfortunately at present we are unable to identify you as a customer as your review has not been verified by reviews.co.uk and you have not entered an order number in the field required to do so when leaving your feedback. Nonetheless we apologise for unsettling you in anyway, this is certainly not our intention to do so and we would like to point out that due to the festive period our despatch centre's have been closed since the 23rd of December along with the customer care team. Our help desk team have been available since yesterday and the full operation will return on the 2nd of January 2020 whereby all logistics operations and delivery booking teams will be in full operation. Please note we have been running our boxing day event (26-31st) which may also be one of the reasons you have been unable to reach our help desk team during this period, if you have emailed our team you will receive your response on the 2nd of January onwards. We hope this helps provide you with some peace of mind in the meantime, should you wish to reach our team please raise a ticket through the help desk centre and not the contact us enquiry form, our team are available until 6pm today and they can respond to you on general order status updates during this period. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Ordered a product 10 days ago. Haven’t heard a word. Left messages for a call back and emailed but heard nothing.”

Helpful Report

Posted 5 years ago

Thank you for your comment. 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 they 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. If genuine please note our trading hours which is clearly stated on the contact page, you maybe calling outside of hours which can often explain why people cannot get through. 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 also reach our team by the telephone numbers available on our website not just the email telephone number, you can also create a help desk ticket in your dashboard through logging into your account or creating a new account and our team will automatically link this to your order if you use the same email address your order was placed with, this is the most efficient way to log a concern or enquiry as we have a dedicated help desk centre, access to this centre is available by clicking on the 'contact us' button at the top of our page online. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order for a Ronja cabinet xl metal on 14/06/2019 (Order # 100003917, £639) and am yet to receive it (10/09/2019). Could you cancel my order and refund me for the £639 please? Thank you.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Daniela. We are sorry your delivery fulfilment experienced a small delay to that of what we usually experience on this item dispatched from the Holland dispatch centre (8 weeks). As per your conversation with our team and email communication you have received from us this was highlighted as likely to fall outside of our delivery window due to the 2 week summer shut down which unfortunately was out of our control. Your order arrived in last week as advised and we apologise for any inconvenience caused. We value your comments and are pleased we have managed to reinstate your confidence in our company since writing this comment. Thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order for a Ronja cabinet xl metal on 14/06/2019 (Order # 100003917, £639) and am yet to receive it (14/08/2019). I haven't heard anything since the order confirmation; I sent multiple emails and left messages on your voicemail. I tried to contact you on Facebook but did not receive a single response to my emails/messages or phone calls. Could you let me know if and when I will receive my order? Thank you.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Daniela. We are sorry to learn about your experience to date. Please can we make it clear that the delivery window for your order is clearly stated 'usual delivery' timescale of 6-8 weeks and also states the dispatch is made from our Holland dispatch centre on this item. This is labelled in the product page under the 'add to cart' button you would have clicked on. With this in mind communication within that window will always be very limited. We are aware you have been in touch with our customer care team today following your facebook communication yesterday evening (14-08-19 at 10.06PM), please note our office opening hours are 9am - 6pm Monday to Friday and no response would have been possible yesterday evening by any member of the team, our facebook team cannot assist with order details for data protection reasons and are purely a marketing team only. You have also received a follow up call from our management team apologising for your communication update breakdown who have advised they are looking into why your updates have not been received following any email enquiries you have made to us, please do check your junk or spam folders in case anything has been directed here which unfortunately is outside of our control. We believe it is now fair to say you are satisfied with your update today and and also been advised on when to expect your delivery along with the communication process for booking in your delivery. If we can be of any further assistance please do not hesitate in contacting us on the alternative telephone numbers listed on our website (contact us page) should you not have any success on number featured in your email confirmation number you have been trying to reach us on. During busy periods we can take a little longer to answer but will always respond as quickly as possible. We hope your concerns have now been answered, should you wish to follow up on anything else please also note an alternative and effective quicker communication method is to create a help desk ticket for a more efficient service for any after sales concerns or questions you may have, this is a logged ticket and can be assigned to your order with very little chance of emails getting lost or unseen. Our dedicated team will be more than happy to assist you further. Thank you for shopping with us and in the meantime we hope you enjoy your purchase. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I ordered an item back in June and the item has not yet been delivered. Each time I try to call I end up (after a long wait) getting a message telling me that they are unable to take my call. I do not get any response to my emails. I spent almost £200 on the item. How can I bring this up with trading standards or my bank as I suspect this is a fraudulent company.”

Helpful Report

Posted 5 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 they 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. If genuine please note our trading hours which is clearly stated on the contact page, you maybe calling outside of hours which can often explain why people cannot get through. You have mentioned how to bring this up with trading standards, 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 also reach our team by the telephone numbers available on our website not just the email telephone number, you can also create a help desk ticket in your dashboard through logging into your account or creating a new account and our team will automatically link this to your order if you use the same email address your order was placed with, this is the most efficient way to log a concern or enquiry as we have a dedicated help desk centre, access to this centre is available by clicking on the 'contact us' button at the top of our page online. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order on the 1st of July over three weeks later and I can’t even get a response. I don’t know when or if they are going to send my item. More then happy to take my money though!!”

Helpful Report

Posted 5 years ago

Thank you for your early review Mr King. We are sorry to learn about your 1 star rating. Please can we make it clear that the delivery window for your order is clearly stated 5-15 working days for order completion (this is labelled in the product page under the 'add to cart' button you would have clicked on. As advised in our email communication to you, your order was dispatched on the 9th of July (6 working days after receiving your order), a booking confirmation for the first available date was emailed to you on the 10th of July (1 working day after your order was collected) at 11.04am and emailed by our third party courier ITD who have provided proof of this attempt today to us. This is therefore unfair to make a statement that no communication or attempts have been made. We can only apologise if this booking attempt was not seen by you or ended up in your junk or spam folder for whatever reason, something outside of our control but of course one that we believe you have received peace of mind on today. Please note for future reference delivery bookings are usually booked in by telephone or email by ITD and on this occasion the first attempt was an email. This has been on hold since awaiting a response from you. We understand our team have been in touch with you today for the second time and this has now been confirmed for delivery & accepted, which is great news. We can also inform you that your payment was taken as your order had been dispatched, we hope this now answers your concerns raised and should you have any further issues please do let us know and/or create a help desk ticket for a more efficient service for any after sales concerns or questions you may have. Our dedicated team will be more than happy to assist you further. Thank you for shopping with us in the meantime and we hope you enjoy your purchase. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order 100003975. They delivered it to me after three weeks and delivered in damaged status. When I called customer service there is no response. Automatically goes into answer phone. They never respond you back. Becareful and dont loose your money.”

Helpful Report

Posted 5 years ago

Thank you for your early review Mr Borra. We are sorry to learn about your 1 star rating. We can assure you that it is not our intention to deliver damaged goods, unfortunately from time to time couriers can be responsible for such issues and upon review of your order it is evident as discussed with our team that this has been damaged in transit and something we will take up with them directly. You have been unlucky in your attempts to get through to us this month due to our brand event which has seen a significantly higher calls volume to that of what we would usually experience and for this we are very sorry for any inconvenience in being held in our queue for longer periods than usual. Please note we do state our usual timeframes for responding to emails and cases on our website, which at present is a response window of 2 working days. As you have experienced first hand we have delivered your order, we now require the opportunity to be able to put this right for you and are sorry once again for the inconvenience this may bring to you. Your detailed telephone call this week should hopefully provide you with confidence that your damaged panel is going to be replaced free of charge and as per the ticket created by our help desk team this will enable your case to be managed efficiently. We are just waiting on your response for the part number before we can action this further, in the meantime we look forward to hearing from you. We trust this meets your approval and we thank you for your continued patience. Thank you for giving us this opportunity and we hope this provides you with some peace of mind. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Placed an order on the 19/06 for a £375 bag. A premium product and you expect a premium service. I am now 18 working days post order and it is yet to be delivered. Calls go direct to an answerphone. Bogus company.”

Helpful Report

Posted 5 years ago

Thank you for your early review Mr Tanner, We are sorry to learn about your 1 star rating. Please note our team did notify you by email on the 19th of June (same day as your order was received) to inform you that your order was likely to experience a delay at the time of 10-15 working days beyond our usual timeframe for completion of this order, you were also given the opportunity to cancel your order in light of this delay update which you chose not to take action on. As per your discussion with Tom and your communication with our team by email and the help desk centre I believe it is fair to say we are not a bogus company and do not believe your comments to be fair. We trust our services and updates alongside our response to your comments meet your approval and are sorry that you felt the need to submit an earlier review despite our efforts to keep you updated on your orders progress. Thank you for giving us this opportunity and we hope this provides you with some peace of mind that we do exist and hope your calls with our team reinstate your opinion of our company. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 years ago

“No reply to emails, phone calls or facebook messages. Happy to take your money, but never deliver the goods. Poor service!”

Helpful Report

Posted 5 years ago

Thank you for your early review Holly. Please note the timeframe usually experienced on your order is usually 5-15 working days, our booking team have since communicated this to and we can confirm this will be delivered in this window as per your booking confirmation. Please note this is also reflected against the delivery details noted on online under the 'add to cart button' which you would have clicked on when making this purchase. It appears this information has not been registered by yourself in your review. Following feedback from our customers we have also updated our Help Desk centre monitoring services for after sales cases whereby we have 3 dedicated members of the team who monitor & respond daily. Unfortunately emails are queued in our system which can take longer to respond to during busy periods which may contain new enquiries alongside after sales enquiries, we therefore always recommend using the new and improved help desk centre facility which you can access by clicking on our contact us page, this will enable your concerns to be addressed efficiently and will also give you control on reaching out to any department you wish to communicate with enabling you to monitor your case updates live. Your payment has been taken as your order has been dispatched from our European warehouse and as per your booking acceptance this has been booked in for delivery to you for the 19th of July which means this has been in transit. Please note our facebook messages are controlled by our marketing team only and this is not an effective way to communicate on order status updates as the team do not have access to order information details for data protection reasons. We hope you can understand this. Due to our brand event this month we are experiencing a higher volume of calls and emails at present and therefore kindly ask you to use our help desk centre and create a support ticket in future in the event you struggle to get through, this will allow for a prompt update should the phone lines be busy when trying to get through to us. We hope this helps provide you with some peace of mind and reinstate your confidence in our company. Thank you for giving us this opportunity and we hope you enjoy your purchase. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Cabinet sent damaged twice still waiting absolute disgrace bad company don't buy anything off this company will not reply to my emails you have been warned”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Mr McDonagh. We are sorry to learn about your case and the transit damage reported. Our team are still waiting for the parts to be confirmed by you with regards to arranging a third delivery to you of your order, without this information we cannot assist you, you mentioned you were going to build this when you get chance so we have presumed this is all sorted to date. Your first order was reported as damaged and we promptly arranged for a replacement order, rather than send you parts we actually sent you a full complete cabinet (flat pack). When you reported the replacement was also damaged our team instructed you on the 30th of January to open the package and to use the brand new parts not damaged as this was delivered flat pack, in the same communication we also clearly advised if you can kindly advise once this is done what else is required if any to ensure you had one complete unit and our team would ship out the necessary parts required. We have not received any update on this matter and therefore cannot act any further until we know which parts you require if any. In the event something like this is reported we assess the best remedies on a case by case basis and we concluded it was better to send you a complete unit replacement rather than spare parts as initially advised. You have two complete products which you have stated the packages to be both damaged, once we know when you have opened both boxes if one complete unit cannot be built we will of course provide you with the necessary replacement parts again to fulfil your order. On the 1st of February you commented on our quick response timeframe, we are a little baffled as to why your feedback does not reflect this as we are currently waiting for you to reply back to us with the information we have requested in order to provide you with the correct after sales solution to the matter. We have reached out to you again today by email and look forward to hearing from you. We have also raised the transport damage concerns to TNT who are also looking into the handling of this model for future orders. Thank you. Kind regards Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Disgrace of a company. They do not confirm how long delivery will take on the checkout page, and insteaf hide it within the specifications of the item. I waited over 4 weeks and still no sign of item or delivery date. All the other reviews are the same, atrocious company, who take your money but don't deliver. They think its acceptable to wait months to receive a simple desk. Look at their twitter page, some people have waited 3 months and they've replied saying 'this is within our expected timeframe'. Avoid at all costs. They seem like crooks, who don't deliver items and class them as in stock when they blatantly aren't. Read the below reviews, trust pilot and their twitter feed. Hopefully you have not placed your order yet. All seem to be ran by one man, Rauel. Who clearly has not got a clue how to run a business and lives in dreamworld, thinking that his customer base are really happy. Absolute disgrace of a 'company'.”

Helpful Report

Posted 6 years ago

Thank you for your feedback Mr Rowley. We are sorry to learn about your negative experience with us and your disappointment in our general timeframes not meeting your expectations. We are aware when you placed this order it was brought to your attention at the early stages that this was going to experience a minimum of 15 working days which you were not pleased with from the offset, given you are aware of this we and unsure why it has come as a surprise that this has still not been delivered. We have also advised this was collected last Thursday and also notified you of the booking in procedures, we appreciate this is 2 working days outside of our usual timeframes however this is a transportation delay outside of our control which we have apologised on. In the interest of the Marlborough desk being handled with care this is appointed by one carrier only to avoid multiple handling of the item given its excessive weight this is instructed from our brand partners Maja (Germany). The lead time is clearly indicated on the website under the add to cart button you have clicked on as is displayed on every product in the very same position, this is not hidden in the terms at all and has a separate tab detailing the usual window, most of our customers do not have an issue with the delivery information placement as it is clearly indicated below the product details which the majority of customers will want to read before making a purchase. Nonetheless we take on board your feedback in that this would be better placed at the checkout stage however given system parameters and our attention to detail for customers pre purchase, this has been designed to show the timeframe for customers before they make a commitment and not something we want to force people into only obtaining at the final stage of order completion, this should be transparent from an enquiry stage and for the majority of customers it is easy to obtain this information, we can once again only apologise you have missed this when placing your order. We offer a competitive and comprehensive service whereby we source products direct from brand distributors and manufacturers world-wide and in order to offer the price points we do today sometimes timeframes have to be compromised and this varies from item to item and is indicated on each page, we have nothing to gain by hiding such information, we deem your comments not to be a fair judgement and are sorry you feel the need to raise such concerns. Nonetheless, your order has now been successfully refunded, we will continue to run the business how we feel suits our company ethos and usability which we study carefully, everyone is entitled to an opinion and we are very sorry your experience has not been a positive one on this occasion. Thank you for giving us this opportunity. Kind regards Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Waiting for items 5 weeks, wrote 3 emails , called, no response. I started to think it’s a ghost company.. So thingers crossed I’ll get my order and won’t need to return as I imagine that would be nightmare...”

Helpful Report

Posted 6 years ago

Thank you for your early review Ausra. We are sorry to learn about your 1 star rating. Please note your item carries a usual window of 4-6 weeks in completion and this is still within the timeframe. As advised earlier today this is due in next week and our transportation team will contact you to schedule your delivery prior to attempting to deliver your order. We trust this meets your approval. In the meantime we will look into why your 3 emails have not been responded too, if you did not receive an automated email this may mean we have not received these mails as this is highly unusual for a response not to be communicated on so many attempts. We would strongly advise creating a help desk ticket in your account or create a new account if you do not have one to access this centre whereby our communications are tracked and monitored daily by our after care team. You can also contact us by telephone. With regards to the returns if you decide to change your mind on your purchase this is something our team will happily assist you with too. Thank you for giving us this opportunity and we hope this provides you with some peace of mind. Kind regards Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Shocking customer service - does anyone actually work at Haus Direct...? I ordered an item 2 weeks ago and am yet to receive it. I have called approximately 20 times and never make it through to a human, it’s always the voicemail. Despite leaving voicemails, 3 emails to the customer care team and another to the sales team (our of desperation), I’ve only received one vague response to suggest that I should have received my item last Friday...I’m still waiting. Don’t bother with this company, I should have ordered the item directly from the brand.”

Helpful Report

Posted 6 years ago

Thank you for your early review Mr Clinch. Please note the timeframe usually experienced on this item is 5-7 working days which has been communicated to you by email, on the telephone today with our team and as per the delivery details noted on our website under the add to cart button you clicked on when making this purchase. It appears this information has not been registered by yourself in your review. Your order was placed on the 30th of January, you were notified on the 8th of February (7th working day) following your concerns raised that our team required 2 further working days to locate your order with our courier given this was dispatched within 4 working days from the date of order, we are sorry you feel this is unacceptable. Please note we are not alerted if products are not delivered successfully with the royal mail service used on this item unless returned following the 2 week holding period at your local post office depot or appear to have been lost and therefore incomplete, in which case customers will contact us to notify us of failed fulfilment within a reasonable timeframe as stated on our website. Our gentle request was simply to allow for us to investigate into your lost item with this process imposing a delay of 2 working days outside of the 'usual timeframe' customers experience in order fulfilment of this piece, this was all noted in your email and upon investigation this email was very detailed, we are sorry if you felt this was vague as this confirms all of the above. Despite our 2 working days request from Friday required to support your after sales service we notified you we would not know any more until Tuesday 12th, we can only apologise if you find our processes unsatisfactory, we deem this to be perfectly fair and reasonable and have to disagree with your claims in your review unfortunately. Nonetheless, we have reached out to the brand Knomo today for you and you have mentioned you should have gone direct, we can advise you that they will get new stocks of the very same item back in July 2019 (5 months time approx.) should you wish to order with them directly. Your order has now been refunded and cancelled today following your concerns raised with us and we hope this helps provide you with some peace of mind allowing you to purchase this product elsewhere. Thank you for giving us this opportunity. Kind regards Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Absolutely disgusting service!!! I placed an order for the first time with this company on 9/1/19 and it is now 9/2/19 and I’m still yet to receive my order! Communication is shocking and practically non existent, they don’t respond to emails and don’t take your calls the customer service is a total disgrace! I have never experienced anything like it! I will never order for this company again! Very unprofessional and disappointing!”

Helpful Report

Posted 6 years ago

Thank you for your early review Donna. We are very sorry to hear you are not in receipt of your order as of yet. Please note the timeframe usually experienced on this item is 10-15 working days as per the delivery details noted on our website under the add to cart button you clicked on when making this purchase. We are still monitoring your order as per our voicemail and email notification sent to you on the 25th of January at 11.41am and 14.04pm notifying you of a small delay we are experiencing with the transportation services on this item. Your order is expected in on the 15th of February and once this is checked in our dispatch team will contact you shortly after the check in process within a few days to confirm your delivery date which should not be too long after the arrival. We apologise for any inconvenience caused in the unexpected delay encountered to that of our usual timeframes on this item and also for not being able to get through to our team during busy periods, we unfortunately do not appear to have any emails nor help desk tickets raised since our communication to you stating to get in touch should you not be happy with our updates provided on the 25th. We are now monitoring your concerns raised and aim to update you shortly after the arrival date of your order. 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

“LIARS and THIEVES Website claim delivery 5 to 10 days Actually these are working days and the T&C protect them from anything so they can deliver whenever they want In my case: 1. I bought it the 25th of November 2. They were late but never came back to me. I had to send them dozen of emails to finally get updates 3. They delivered me on Monday the 21th of January. This is 45 working days !!!!! 4. The worse for the end: one part was missing and today, 50 days after my purchase im still waiting Do something good: BOYCOTT HAUSDIRECT”

Helpful Report

Posted 6 years ago

Thank you for your review Mr Bardin. Firstly we are sorry to learn about your experience not being a positive one. As you are aware we encountered a delivery issue before christmas on this model desk you had purchased and we did offer you a refund at the time should you not wish to wait for the item to complete as this was going to fall outside of the timeframe customers 'usually' experience of 5-10 working days. Please may we highlight the 'usual' window here as we do not agree with your choice of words and unfair comments directed at us. Our team have responded to your concerns on a number of emails alongside this week on the telephone to update you on the replacement part which you have advised us as missing. Parts for this item are not held in the UK and are shipped directly from Germany as advised again, this has been the process for the past 6 years and has been a successful execution in the event such issues arise or transport damages are reported. We currently sell 269 items from this brand and simply cannot stock every single panel for every line, especially when this is a rare occurrence this simply does not make business sense. You have purchased a Maja oxford corner desk which is a machine manufactured corner desk from a very reputable manufacturer in Germany supplying products world-wide, we have worked with this brand for 6 years now, for a part to be missing from the package is a rare occurrence if not something we are learning for the first time given this being a mass production line product, we take your word for this issue reported but we must point out that this is the first issue reported from this very same batch and can only apologise for this unforeseen issue you have brought to our attention. As per your email and telephone communication this week we have advised you that this usually takes around 10 working days for replacement parts to be shipped from Germany. Please note this is a contracted arrangement for all UK retailers and not just ourselves. We are sorry this has not been a pleasant experience once again and sadly with the Christmas period shut down this did have a 2 week impact on delivery timeframes from this brand which unfortunately coincided with a transportation disruption contributing to the unexpected delay. We have many loyal customers who have been buying from us for many years now and we can proudly say we have more positive then negative experiences. We appreciate the frustration and inconvenience this maybe causing you and we are truly sorry you have had to express your experience in such a way given our reassurances that your after sales care is being monitored by our our dedicated team, please do however explain why we are thieves when you are in receipt of your purchase, you also know the missing part you have highlighted is also on its way, the window in which we have advised you has not been exceeded yet so to use such strong words which do not truly reflect the experience we can see you have received from us is certainly an unfair comment to be directing to our company. We appreciate this is your own opinion however, and we will continue to remain positive about our processes and remedies provided to your case as with any after sales case we work on. Kind regards Management Team H A U S D I R E C T

Posted 6 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

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