Haus Direct Reviews

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

2.5 Rating 410 Reviews

37 %

of reviewers recommend Haus Direct

Company Reviews

Questions

Metrics

2.5

Based on 410 reviews

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

Visit Website

Phone:

01388 602 640

Email:

Sales@hausdirect.com

Location:

185, Newgate Street Retail Store, Bishop Auckland
Co. Durham
DL14 7EL

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Haus Direct 5 star review on 29th June 2020

Gemma Hill

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very poor customer service, you cannot get through to anyone to help with queries and when you do, they state they are amiable to help.”

Helpful Report

Posted 4 years ago

“Appalling. We placed an order and paid £219 for a desk on 24 June 2020. We were assured delivery within 6 weeks. We still have not received it. Haus says if you log in for delivery date it will advise you when the product is coming but it just says "status processing" . We have now made over 20 phone calls. As Haus uses a call centre no-one is responsible and our calls and emails are not returned. Today when we asked for our money back we were told someone would contact us. No-one has called us and our money has not been refunded. We would never recommend anyone to use Haus. We have not yet seen the product but if it is anything like the service it does not bode well.”

Helpful Report

Posted 4 years ago

“Can't Swear here, so will keep this short. ordered a desk on 6th July. Had a call telling me 2-4 weeks lead time. Still waiting now. 4th September and counting. No communication from Haus Direct. Constant calls from me. The worst customer service I have ever experienced.”

Helpful Report

Posted 4 years ago

“Absolute scam, they will take your money and not provide you with a product. They don't reply to any of their communication and completely ignore you. I have waited over 3 months for an item of furniture and no sign of it.”

Helpful Report

Posted 4 years ago

“AVOID AT ALL COSTS. The goods (desk) arrived damaged (and late). The delivery company assured me that Haus Direct would have loaded the goods in the damaged state and that they were not responsible. As such they advised me not to accept. I rejected the goods and since then have been constantly requesting a refund, to no avail. The Help Desk ticket now has 11 entries, 10 of them mine with one holding response from them. Urgent call back from "accounts department" when finally through to customer service never happened. Still £130 out of pocket.”

Helpful Report

Posted 4 years ago

“Worst company ever ! I have made an order on the 5th of August and still nothing to receive and no updates at all. Keep calling them , no one replies”

Helpful Report

Posted 4 years ago

“This is my second post - see below for earlier review. Well I want to add some balance too ... here we are 31 August 2020, ordered a Richmond Desk 5 July paid 5 July 2020 - still not heard anything about delivery. The Haus website https://hausdirect.com/indoor/working/desks/maja-richmond-desk-chrome-glass-high-gloss-white.html says - today - there are 7 in stock and "Standard Delivery usually between 20-30 working days 2 Man delivery service to room of choice optional extra". My order confirmation also states payment is not taken until delivery - so, you make your own unbiased opinion and I challenge Haus to say any of the facts in this review are incorrect! For what its worth, I do believe (based on other reviews) that delivery will occur ... one day .. and the quality is good. My criticism of Haus is that their website is at best misleading and at worst states a load of lies. Most of us would wait for delivery if we were told the truth and not continuously fobbed off. So HAUS - state where this review is incorrect!”

Helpful Report

Posted 4 years ago

“AVOID!! Ordered desk and money taken, but no communication whatsoever regarding the status or delivery. Have contacted numerous times by email and phone. No one ever calls back (switchboard must have logged 20 urgent callbacks). Cannot even cancel as I've yet to speak to anyone from the company apart from switchboard who cannot do anything but log a callback. Beginning to wonder is the business is legit. Stressful dealing with Haus Direct, not worth hassle. Save yourself the time and hassle, but somewhere else.”

Helpful Report

Posted 4 years ago

“Customer service do not reply to anything - Delivery time has lapsed yet money has been taken. I intend to take this further.”

Helpful Report

Posted 4 years ago

“Terrible customer service. Took my money the day i placed the order 21/07/20. Desk was stated as in stock with 5-10 days delivery. Still waiting for my desk. Cannot get in touch with anyone apart from the switchboard. No returned calls. Customer service tickets ignored. The furniture ombudsman needs to be made aware of this company - fraudulent.”

Helpful Report

Posted 4 years ago

“Ordered my desk which was in stock 2 months ago and still have not received anything yet. Impossible to get in touch with the customer service in any way or manner. (Tried both phone and email). They took the money straight away the same day I raise the order despite saying differently on their terms and conditions. An absolute nightmare! Don’t buy anything from them. Awful support!”

Helpful Report

Posted 4 years ago

“The worst company I have ever dealt with. Desk I ordered said in stock. Order said 4-6 week delivery. I am, now in week 12 and they do not care at all. Nightmare customer service. NEVEr USE THESE PEOPLE.”

Helpful Report

Posted 4 years ago

“AVOID LIKE THE PLAGUE!!! Ordered a desk 11/5/20. Money taken 12/5/20. Cancelled order on 01/06/20 as no customer care and past expected delivery date. Desk delivered on 17/07/20 despite me cancelling the order. Now they will not pick it up or issue a refund. Terrible service!”

Helpful Report

Posted 4 years ago

“Ordered a large bean bag for the garden in April. They took payment very quickly. It is now mid-August and our order is still processing. They do not answer the phone, they do not respond to emails. 1x email saying our order is delayed, which given Covid and everything going on is to be expected, but it's now August. We recieved an email saying we could cancel, so we tried to cancel. The link doesn't work. They do not answer the phone, they do not respond to emails ...... I know Covid has disrupted things but many other companies have coped very well. We ordred on April 5th and it is now August 17th...... We are planning on redecorating our whole house and building new bits ..... we won't be coming back to Haus. Sometimes you place an order to see what happens, as you may have some future plans. At least we now know how useless Haus are.”

Helpful Report

Posted 4 years ago

“Ordered a desk, they immediately took the money but I have received no update on the order and it is still listed as processing. I have since called, emailed and messaged the help desk to request a cancellation and refund and have had no response. Every time I call I get through to switch board and they can not help. Please can someone cancel and refund my order. I am reporting to my credit card company and trading standards. Thanks.”

Helpful Report

Posted 4 years ago

Thank you for your comments Elizabeth. We are sorry to learn about your 1 Star review. Please can we make you aware that you placed your order with us on 27th July and today is the 14 August (14 working days later) this item clearly indicates a 6-8 week lead time on the product page (HD-1002701) located below the 'add to cart' button labelled 'Delivery Details'. As discussed on the telephone today your order is released from our holding despatch centre in Holland, goods are required to be released in order for item (s) to be transported, if we do not allow for a transactions despatch to commence we cannot fulfil an order within the usually expected timeframes, hence the payment request submitted at the time of despatch from Holland, our system restrictions are something we are working on to educate customers along the transactions cycle to display more than just 'processing' as this will move to completed on the status change you will see which sadly is very limited in its functionality. What you do not get to see are the different levels of processing stages which take place and that is something we are working on at present, we apologise for the limited status changes you can access at present. The delivery window as explained today is set simply to facilitate the logically elements associated from getting the item from A-B, our timeframes also factor the queued delivery window's our teams are maybe experiencing at that point in time with high levels of demand or logistical delays with any one of our transport partners who may have their own reasons for delays which impact the general timeframes we experience as a whole, hence our 'usual' delivery guideline indicator available for every product. We value your custom and are very sorry to see your request to cancel your order, thank you for giving us this opportunity and once again we are sorry you did not see the delivery window noted online as this may have changed your experience with us had you known this was the delivery timeframe from the offset. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Very very poor. Ordered a desk 28 June, money was taken and confirmation sent. No sign of the desk and emails and phone calls to obtain a progress go unanswered. Really disappointing - I will be raising a chargeback dispute with my credit card issuer.”

Helpful Report

Posted 4 years ago

“Ordered a desk in June on the basis the website said it was in stock. The website also said payment would only be taken when the desk was despatched. They took the cash immediately! Despite numerous emails and calls I have not been able to get a response on delivery times. The next step for me is to reort them to Trading Standards as this feels like a scam.”

Helpful Report

Posted 4 years ago

“Ordered and paid for desk in june was advertised as in stock. Am still waiting for delivery date. Been trying to get through for weeks finally spoke to someone last week who said the in stock item had been Delivered from Germany. Had an email saying they would respond to my request for a delivery date over a week ago but guess what no response. Finally after trying repeatedly to get through today managed to cancel my order. Advise anyone else looking to order furniture from this company to go elsewhere. Customer service is shockingly poor.”

Helpful Report

Posted 4 years ago

“Ordered two chars on 19th of July. Tried to call the customer services several times but nobody answered the phone. once I tried and called the sales time and bingo, the phone was answered straight away. The lady tried to connect me with the customer care but she couldn't get hold of anyone. She promised to raise it with the higher management but had no response from them whatsoever. After getting fed up, filled a form to claim my money back through my credit card. The following day, I received a message from the delivery company to book a delivery day. Honestly, the delivery company ITD Express were way more impressive than Haus Direct as they answered my emails straight away and resolved the issues for us.”

Helpful Report

Posted 4 years ago

Thank you for your comments Hedayat. We are sorry to hear you have not had a good experience in reaching our team promptly and we value your feedback reflecting on the experience you have encountered with us. We would like to just breakdown your transaction a little further and hope you don't mind just to add further clarity with some facts in our defence, firstly you placed your order on the 19th July and today it is the 7th of July that is 15 working days, it appears you did not experience any issues with your transaction timeframe as your order has been delivered in the 'usual' 5-15 working days noted against the Dorset chairs you purchased from us, so there should be no concerns with your delivery timeframe, we hope this fact is evident in your experience with us. Secondly the number which you called to reach our team is the one noted on our contact page, this is a new introduction with additional support team members to help deal with the increased level of enquiries we are experiencing, we are pleased to hear the team were responsive in answering your concerns at the time. Your case was internally passed to our booking team which naturally prompted our couriers to reach out to you to confirm your concerns raised at the time. We advertise a usual window for delivery completion, this is not a guaranteed window but an good indicator to use at the time of your purchase. This delivery information is noted below the 'add to cart' button, if this is noted by you for a future purchase it may help settle any concerns you have on your transaction as we have made no wrong doing on your transaction in regards to the timeframe. Our transport partners ITD always book in our deliveries for transactions in which they oversee, we are pleased to learn they have carried out the services as expected, they are a great ambassador of our brand and we will pass on your comments to them. Thank you for taking the time to share your feedback, we hope you don't mind us reaching out to you as we feel your 1 star rating is a little harsh in relation to the services and timeframe along with product quality you have received from our company on the whole. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Ordered a desk on 9th June and have been chasing on when I will receive the item ever since. I eventually got hold of you at the end of July and you explained the desk you received from your supplier was the worry colour but you had the plain white one in stock. I accepted the plain white desk and you said it would be passed to your courier company to arrange delivery. This was now 2 weeks ago and I have had no communication from them or you. I have emailed and tried calling but no response. Very poor and disappointing service and still have no idea if or when I will receive my order.”

Helpful Report

Posted 4 years ago

Haus Direct is rated 2.5 based on 410 reviews