Name: Haus Direct
Address: 185, Newgate Street Retail Store, Bishop Auckland, Co. Durham
Rating: 2.52

“Terrible, terrible, terrible. Absolutely zero customer care. Don't respond to emails. Don't answer the phone, and don't call you back when you leave voicemails. And don't even try to attempt to send anything unsuitable back!”

Helpful Report

Posted 2 years ago

“Ordered an expensive console table which took two months to arrive. Part of the table was missing and the top of the table was so bowed it was impossible to put together. Customer services have been unable to come up with a solution in two weeks, and now the phone just rings out when I call. I'm worried they may have gone into administration?”

Helpful Report

Posted 2 years ago

Hi Alice, Thank you for your review. We are sorry to learn about the part missing from your delivery and alos the bowing top you have reported. We can see you have had several calls with our team and we also note the remedy to the matter has been concluded with the replacement of both parts which you are fully aware of and agreed on to conclude on this. You are also aware that the parts coming directly from the manufacturers as this is a supplier issue and they are based in Holland. We are unsure as to why you feel we have not managed to come up with the solution in 2 weeks as you spoke directly with our team last week. If you still have an issue please contact our team on 0333 242 0688 if you have a continued concern, unless you are calling us outside of business hours calls are always answered on this number within 30 seconds Monday-Friday between 9am-6pm, thank you for your patience. Customer Care Team H A U S D I R E C T

Posted 2 years ago

“DO NOT PURCHASE FROM THIS RETAILER No updates on my order - of 'in stock' items, can't get hold of any updates through their reception / customer contact lines, can't get a refund having asked three times and been told someone would return my call. It's essentially just a scam website at this stage.”

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Posted 2 years ago

“Ordered 2 sofas, both showing in stock and 10-20day delivery period. Zero contact from the company, had to chase constantly, 3 months later I've had to cancel the order, still waiting for a refund. Disgusting zero level of customer service, no contact back complete waste of time.”

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Posted 2 years ago

“Sent an email on 19th June asking for an update on my order, heard nothing back!”

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Posted 2 years ago

“If I could give a 0 star rating I would… Ordered a product back at the start of February, it had a 6-8 week order window which was fine. This came and went quite fast. During the process I received no update from the customer service team who I imagine were being bombarded with similarly disgruntled customers. I was told on numerous occasions, when I eventually could get through to the customer service department on the phone, (any time I emailed I was blatantly ignored) that It would be dispatched next week. Well next week never came and Its now nearly the end of May. I have finally made the decision to cancel my order after possibly the most horrendous customer service experience I have ever been a part of. I have now got to wait up to a further 28 days for a refund! An absolute joke of a business. Do yourself a favour and steer clear of this business and service. They are low ratings on most review platforms for a reason. AVOID AT ALL COSTS!”

Helpful Report

Posted 2 years ago

Hello Will, Thank you for your review. We are sorry to hear about your experience and to also learn about your cancellation request. We understand it must be very upsetting to be without your product to date especially when the usual delivery window is 6-8 weeks, anything outside of this will always feel like an awfully long time to wait especially if you are counting down the days. We have recorded your communication with our team and we can see that you had engagement with our team on many occasions, we have the first contact noted as 22nd February 2 weeks after placing your order chasing us for your delivery date despite our 'usual' delivery window stating 6-8 weeks, we of course reiterated the timeframe as our guideline states against your products 'delivery details' expectations with hope this would set your expectations from the start. You called back on the 25th March chasing your order again, we understand you were upset at this point as this was a key feature for your home. At this point we followed through with your update request and advised on the delay your order was experiencing coming in from Holland and that this would be very likely to be fulfilled after the 8 week mark due to Brexit related delays outside of our control relating to transportation disruption at the time, options were also given to cancel your order and issue you with a full refund which you advised you would continue to wait, we have reminded you of your consumer rights on more than one occasion which you have been entitled to exercise at any point. 26th April you contacted our central office team for the first time and our team advised you that it had left Holland and that was due in the following week, we also advised that the break down service can take 3 working days before passed on for scheduling stages, again we are sorry if the 1 week had passed but this was only a few days outside of the projected date we gave you first time round, unfortunately due to customs clearance processes we cannot foresee hold ups being 1-2 days later than expected and for this we are very sorry that we failed you on the actual turnaround being a few days longer than advised. We later received a request on the 10th May to cancel your order, we notified you once again in writing that your order could not be cancelled whilst in transit stages unfortunately and that this would be stopped only once the item arrived into the third party courier service centre we use for this brand, we can confirm that your order has arrived in now and our team have put a stop to this product from going out as per your request which is why you are not receiving any further updates on the delivery, your review notes you have only cancelled today as no update has been given, you actually notified us on the 10th of May so we had no further intention to make delivery arrangements unfortunately and only a refund, we are sorry if you still wanted this product but we have been advised differently from you which we find a little baffling. Please note the refund process can take up to 7 working days from the cancellation stage not 28 days from date of request, 28 days is only if your order has been delivered and you changed your mind it is a generalised window which you would have seen in our terms and conditions, this does not apply to every customer case and is based on many factors as to why a refund can take this length of time, if however a product is not delivered and is simply stopped refunds are faster, please refer to our T & C's on why a refund can take up to 28 days. We hope this adds clarity to your situation and once again we are sorry to see you go, we understand you are upset and wish to share your experience however we feel in our defence we should also state some facts as the information you have noted is not the full experience you have encountered with your transactions interaction with us and is very one sided. Nonetheless our team are dealing with your request as noted in our communications to you already and we aim to have this resolved for you as quickly as possible as per our contractual obligations. Thank you for giving us this opportunity and we are sorry it has not been a more positive experience for you on this occasion. Customer Care Team H A U S D I R E C T

Posted 2 years ago

“Do not use this company. I ordered a desk in Feb 21 and still haven't received it in May (well outside the 6-8 week delivery time). I emailed 3 times, no response. I called and was told on each occasion that a message would be passed to customer services who would contact me, Nobody ever did. On the last call I asked what the complaint procedure is as I wanted to escalate my concerns. I was told all that could be done was to pass my message onto the customer services team. I said I wanted a refund and asked how I went about that. Guess what? I was told all that could be done was to pass my message onto the customer services team. I asked for the name of a manager. I was told all that could be done was to pass my message onto the customer services team. But the customer services team seem incapable of returning a call or responding to a query? I've lost all faith, so I've now passed this dispute onto my credit card provider. I've also raised a complaint with Trading Standards as this company are being obstructive at best, dishonest at worst. I'd encourage anyone else who has suffered this appalling service to do the same, as until more complaints are logged Haus will continue to treat customers with the same contempt they have me.”

Helpful Report

Posted 3 years ago

“Really poor customer service, do not answer phone or emails. Still waiting for overdue order and cannot get through to talk to anyone 12/5/21”

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Posted 3 years ago

“I placed a significant order beginning March. I have called numerous times for updates (as money taken and no contact!) and got, at best, reception (may I suggest an external service?) or cut off as 'too busy'. It seems HD are so very busy they might need extra staff! No-one has returned my calls - even though I have been promised within 48 hrs three times. Will I ever see my furniture or my money again? HD - please respond. You need some good reviews!”

Helpful Report

Posted 3 years ago

“Possibly the least professional company I've ever had the misfortune to come across. Do NOT buy anything from them.”

Helpful Report

Posted 3 years ago

“Awful company. Took my order and payment but do not confirm the delivery date. When you call, the only person that will answer is the receptionist who can’t give you any detail (allegedly the customer service team is busy - I think it’s just a delay tactic). Promised multiple call backs to confirm a date but still not heard anything. I’m contacting my credit card to try and get a refund. Avoid at all cost - I’ll update the review once I’ve finally heard back from them.”

Helpful Report

Posted 3 years ago

“I ordered the Adam chest of drawers on 31/12/20 I received it today 23/04/21. I had to make numerous calls to chase it up. The money was taken on the day of the order which the website states isn’t how it works. I have began to build it today and it is covered in scratches and chips! It’s been 4 months nearly that I have waited and now it’s damaged! I have pictures but it won’t let me add them!!!”

Helpful Report

Posted 3 years ago

“Appalling Service provided by Haus Direct. I'd placed an order for an office desk on 03/02/21 and was advised that the item will be delivered within 6-8 weeks. It was suggested that the delay was as a consequence of Brexit. I've tried numerous times to get through to Customer Services and strangely enough I keep getting through to Reception, who then allegedly passes on messages. Last week I resorted to email from my private account as the Contact option on the website is not available and my email wasn't even acknowledged. I am absolutely disgusted with the Service or better yet lack of service. From the Reviews and subsequent responses from Haus Direct, the advice seems to be that the Customer gets in touch with Customer Services. How can I reach out to Haus Direct when they aren't even picking up the phones? Prospective buyers.. be warned!”

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Posted 3 years ago

“This company is a total scam, do not give them your money!!! I have been waiting since November 2020 (it is now April) and have not recieved any update whatsoever, not even an email confirming the order has been processed. They have not responded to any emails nor have they replied to a cancellation request I sent 4 weeks in and I am still waiting for anything from them. They were quick to take the £180 and ran! I would give it less than 1 star but I am unable to.”

Helpful Report

Posted 3 years ago

Hello CJ, Thank you for your review. We are sorry to hear about your experience, we would advise if your order is incomplete to get in touch with our team directly by telephone should your concerns be genuine here. It is unusual to see after your 5 month claim of placing an order no one has been able to answer a single call or email as per your claim given customers can contact our head office directly who will also be available Monday-Friday 9am-6pm (excluding bank holidays) even if it is reception the call will always be answered (Fact), all orders when placed also always receive an order confirmation within minutes of an order being placed, this is also a fact, unless you have entered your email address incorrectly which sounds likely here or maybe communications are going into your junk/spam folder this can only be the reasons for you not being in receipt of anything to date. We would also advise you for future reference If a company do not send you a single email from the date of making a payment especially your order confirmation email which is standard practice for all companies to issue this and should you fail to get through to anyone always contact your bank/payment provider immediately, they will always write to a company they are in partnership with directly in the event contact can not be made directly repeatedly. This is your consumer right to exercise such concerns and should not have to wait 5 months. If you have left a review sooner we would also have been able to assist you should the claimed channels of contact have been a failed method of communication, which again is an unlikely event. Nonetheless, our team will be more than happy to assist you of course, we believe from your comments it maybe possible you are contacting the wrong number (especially if you have no order confirmation email as per your claim, where have you obtained the details to reach out to us in the first instance?) it is highly unlikely you would be in this position after 5 months of trying if you have been contacting the correct numbers/email addresses, your case would most certainly not be an outstanding one for this length of time. Our team look forward to hearing from you and will be more than happy to assist you further. Please contact our team on 0333 242 0688 if you have a continued concern, unless you are calling us outside of business hours calls are always answered on this number within 30 seconds Monday-Friday between 9am-6pm (excluding pubic holidays) and communications are all monitored for continued customer improvement levels, we hope you find this update helpful, thank you for your co-operation and we are sorry to learn about the distress caused. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“I purchased a desk in July, which was delivered end of September. Upon trying to build the desk I discovered the top and bottom were warped and one of the legs was incorrect. I have therefore not been able construct my desk. I have tried to contact this company repeatedly by email and phone and have only received one response - which was not followed up by Haus Direct when I responded so did not resolve my issue. It has been a very disappointing experience - I am £239 out of pocket (having been billed immediately that I placed the order, not upon dispatch as stated in Haus Direct's T&C's, so watch out for this) and a desk that cannot be built. If you choose to buy from this company, I believe you are taking a big risk.”

Helpful Report

Posted 3 years ago

Hello Jnny, Thank you for your review. We are sorry to learn about your case, our products are supported with after sales care for replacement parts or refunds subject to the timeframe issues are reported in and the root cause of an issue, all cases are investigated on a case by case basis seeking support from manufacturers concerned with the brand in question and a resolution will always be provided on the outcome of any claim. Please contact our team on 0333 242 0688 if you have a continued concern, unless you are calling us outside of business hours calls are always answered on this number within 30 seconds Monday-Friday between 9am-6pm, thank you for your co-operation. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“I purchased the Dean coffee table last summer, which is marketed for outdoor use. Firstly, while it was in stock when I ordered it, the weeks and then months went by (pre-Brexit) without delivery, a single update, and most worryingly, not even answers to my enquiries into its status. It finally arrived 2 months later...missed using it all summer, but ok. I've had it now for six months and it is absolutely unusable from from being outside and has been for some time...clearly not designed for outdoor use as marketed. Since the piece is also sold on its page with a 12 month guarantee, I contacted customer service about my options...again, my enquiries were ignored until I threatened a bad review...and was told that the warranty would not be honored because it was only suitable for occasional use outside in good weather. To me, that's called Regular Old Indoor Furniture, and should have never been marked as outdoor furniture all over its page on the website. I am sorry I didn't read all these reviews earlier (and am I the only one who thinks some of these 5-star reviews seem fake?). After my experience and some research, I can confidently say that if you're looking at the Dean coffee table save yourself the money and time and get a similar-looking table made of cement or fiberglass that can live outside without getting trashed...La Redoute, Wayfair, and Made all have options of comparable price, and much much better customer service. *Of course, the option to upload a photo has been turned off by the company and for good reason- the photo I'd like to post of the terrible condition of the table would drive any potential consumers away! I'm trying to embed one here so it can be seen what a mess it is after less than six months. IMG_8923.jpg”

Helpful Report

Posted 3 years ago

Hi Nissa, Thank you for your feedback. We are sorry you feel the need to share your experience in this manner and are also sorry to see you did not follow care instructions carefully which is noted in the 'CARE INFO' tab below the add to cart button you would have clicked on which also details the delivery timeframe for this item as a guideline and also size information about the product. The information marketed are based on advise our manufacturers ask us to pass on to all customers and is placed here for a reason with good intentions to enjoy longevity of a product. We have also advised you that we will pass this concern onto the manufacturers of the product which you have accepted and replied back to us on (12/03/21), by you threatening to share images has certainly not prompted us to answer your concerns in the first instance but we are sorry you feel this was only responded to for this reason, we do not gain anything by ignoring such communications of this nature and we can confidently say such concerns are a rarity for us with the way our company partner with reputable brands and manufacturers world-wide. We have nothing to hide and are actually quite surprised this product lasted 7 months in the outdoor conditions we have experienced as this is not designed to be exposed anywhere near this length of time with no covering, it is a clay based product afterall. We cannot guarantee there will be a satisfactory remedy under the warranty cover to your liking as in the past 7 months the UK have had various temperature changes and to keep a product with no covering/protection for such a length of time during the seasonal change in weather we have endured is only going to result is deterioration sadly and invalidated the cover with our manufacturers. We have been selling the Dean Coffee table for the best part of 3 years now with many of our staff having the tried and tested item and your case being the only case in which we have come across from being reported to have such a concern, this is truly unique, our advice to all customers is to protect your furniture, leaving a product which is water resistant outside all year round during 7 months does not guarantee protection against all weather conditions making this not entirely durable for outdoor living when exposed bare, it will protect the clay based product to some degree against rain drops and will be suitable for covered roof areas which is where we usually see this product supplied into with regards to living environments but not in the way in which you have used this unfortunately for all year round use in an outside open area. We have advised you the scratch markings which you have provided imagery to us on is the base layer coating coming away, subsequently if the item has been outside and exposed to snow and salt/grit it is inevitable the surface layer of the product will deteriorate quicker than if you protected it with a cover during winter months. If we had more than 1 case in the 3 years to challenge we would certainly have a better foundation to present to our partnering manufacturers, unfortunately with no solid support to indicate this is a manufacturing defect we have no course for action to conclude on. We thank you for taking the time to reach out to us and we are sorry you have not achieved a more successful outcome on this occasion, we understand you are upset and unfortunately we cannot support a case whereby the guideline care instructions are not implemented from the offset which would have protected your furniture for longer than 7 months if followed correctly. As advised in your communication should you not be satisfied with the outcome we will happily pass on the case facts to an ombudsman service for review to re-open this matter. Thank you. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“From my experience, do not use this company. I waited 6 months without receiving the 3 bean bags I ordered. After cancelling the order I have since waited 5 months for a refund that has not materialised. I have phoned many times but you can never speak to anyone other than someone in a call centre. No one is ever available to discuss the product. Unless I receive either the goods or a full refund I can only presume this is a scam outfit. My order no. is #100005375 in case you would like to look into it and correct me?”

Helpful Report

Posted 3 years ago

Hi Damian, We value your comments are very sorry to learn about your experience. Your case is a rare case we come across and that is one which we are deeply saddened to see given your patience throughout this period, We are aware you have been in touch with our company on a few occasions now and following investigation into your returned order by our courier we have concluded on why this order has not been refunded to date. We are sorry to learn you have also been ringing a number which has not been able to support you as quickly as we would like to see too, please continue to use the 0333 noted on our website moving forward should you wish to discuss anything else with our team at a later date these calls are always answered between 9am-6pm Monday-Friday. We are pleased your order has now been resolved and this case is now closed with a satisfactory outcome for both parties concerned. We wish you all the best. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“I ordered a desk (order number #100008626) over six weeks ago, and despite several calls and emails have received no correspondence from Haus Direct. They have taken my money, but haven’t produced a desk or bona fide VAT receipt. Like many reviews here I fear I have been scammed and will have no option but to file a trading standards complaint through the Action Fraud site”

Helpful Report

Posted 3 years ago

Hello Mr Davey, Thank you for your review. Please note the usual delivery window is 6-8 weeks for the desk you have purchased, we unfortunately cannot guarantee services outside of our control coming in from Europe, these are facts we are unfortunately challenged with and certainly try our utmost to improve customer experiences as best we can. Please contact our team on 0333 242 0688 if you have a continued concern, unless you are calling us outside of business hours calls are always answered on this number within 30 seconds Monday-Friday between 9am-6pm, thank you for your co-operation. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“Never received my unit its been 7 weeks now. They don't respond to emails & don't answer the phone, order still says processing.”

Helpful Report

Posted 3 years ago

Hello Anonymous, We cannot see your order number to verify if your feedback is legitimate, our review collector services have your status marked as unverified, please contact our team on 0333 242 0688 if you have a genuine concern, unless you are calling us outside of business hours calls are always answered on this number within 30 seconds Monday-Friday between 9am-6pm, this is a fact and we hope this helps should your anonymous feedback be of a real concern. Thank you. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“Bought furniture. They took my money never delivered it cant get in touch with them. Robbed.”

Helpful Report

Posted 3 years ago

Hello Hannah, We cannot see your order number to verify if your feedback is legitimate or assist you in locating your order, our review collector services have your status marked as unverified, please contact our team on 0333 242 0688 if you have a genuine concern, unless you are calling us outside of business hours calls are always answered on this number within 30 seconds Monday-Friday between 9am-6pm, this is a fact and we hope this helps should your feedback be of a real concern, our team look forward to hearing from you. Thank you. Customer Care Team H A U S D I R E C T

Posted 3 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