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

“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 4 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 4 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 4 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 4 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 4 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 4 years ago

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

Helpful Report

Posted 4 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 4 years ago

“Avoid ! Take your money, never deliver and don't respond to emails or answer the phone !”

Helpful Report

Posted 4 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 4 years ago

“Orders will never arrive just take your money and your order will stay on processing for months. Avoid like the plague.”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us Chris. We are very sorry to learn about your experience to date and your cancellation request today. If you were not aware already the usual delivery for the oxford corner desk you have purchased carries a usual delivery window of 4-6 weeks as this item is despatched from Germany as noted on the product page labelled 'delivery details'. Unfortunately with Brexit delays we are experiencing in our latest shipments this year we are challenged with changes in these timeframes from time to time, sadly as you are based in Ireland this is an area we are facing the biggest delivery challenges with in relation to delays and subsequently we have stopped all new shipments to Southern and Northern Ireland for the foreseeable future as we can see this experience is a very diluted one for many customers in your area. Transportation and new customs processes along with large increases in costs are all factors outside of our control as a business and we are sorry to see you go on this occasion, whilst your order is only a few days outside of the usual timeframes experienced on this model, please note the uncertainty of the continued delay is something we regret to notify you on, we are sorry this has not been a satisfactory experience for you. Your order has now been cancelled and refunded as per your request and we thank you for giving us this opportunity. We wish you all the best. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Ordered a home office desk on 11 January 2021 with a 'standard' delivery quote of 4-6 weeks, and here I am 6 weeks later still waiting! The order has been in 'processing' mode since placement and despite contacting Haus Direct by raising a Help ticket on 20 January, sending an email to Customer Services on 1 February and leaving several voicemail messages in that 6-week period, thay have failed to revert back to me. The cheeky gits even charged me on 11 January despite the order email confirmation stating 'Your offer to purchase these goods shall only be deemed to be accepted by us when we dispatch the goods at which point payment will be taken.' As a result, I have now had to request AmEx to intervene and refund my money. Avoid or you will live to regret!!!!!!!!!!!!!”

Helpful Report

Posted 4 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 should you still require any after sales care on your purchase and please provide your reference number to the team. The information noted in your feedback provides facts based on your order being 2 days outside of the 'usual delivery window', we are sorry to see you have cancelled your order as it is 2 days late, please note for goods arriving in from Germany following new Brexit processes and delays we are experiencing in the transportation industry unfortunately timeframes may change from week to week subject to weekly challenges the ports encounter along with customs processes which can impact the turnaround timeframe for shipments to be cleared to arrive in. We are sorry we have not met your expectations on this transaction and we will happily issue you with a full refund, if this is something you wished to receive we would have been able to assist you with this by a simple refund request to our refunds department, we are sorry you have had to raise a chargeback and for any inconvenience experienced on this transaction. Thank you for giving us this opportunity. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I have ordered a table from this company 6 weeks ago, which I needed to set up my home office. The item was supposed to be delivered 4-6 weeks. I’m trying to get in touch with them but no one is responding to the emails or calls. I have never had such a bad customer services experience. They’re very ignorant and and not trustworthy. Stay away from them.”

Helpful Report

Posted 4 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 with no order number available, 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 4 years ago

“I’m totally disappointed with the customer service. Such a frustrating experience when trying to get hold of anyone on the phone. Tried to call over 10 times with no luck. Sent emails - no response either. I want to return the item as I’m not happy with the quality and there so no return address provided on the website. Stay away from this company.”

Helpful Report

Posted 4 years ago

Hi Maria, We cannot see your order number to verify if your feedback is genuine, 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, you may want to also check you have been calling the correct number as we can understand there is nothing more frustrating than calling a number that is not correct in the first instance and only learning later it is a user error rather than company error. Thank you nonetheless for sharing your experience. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Do not buy from this company. Ordered in October and furniture still hasn't been delivered. There was zero communication as to the reasoning for the continued delay, or apology of any kind. Really difficult to get through to customer services, they will not ring you back as promised and you have to ring all day. To be fair, when I did get through, they have offered me a refund.”

Helpful Report

Posted 4 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 4 years ago

“I ordered a desk on 29th October 2020 and despite several phone calls prior to xmas, when I was promised it was on the next delivery and I would receive it within the week, surprise surprise it didn’t appear!! I have made several more calls since they reopened in January and each time I am told that a message will be passed on and someone will call me. I have never had the courtesy of a call back, I think I have been more than patient as it is now over 3 months since I placed my order. I understand that we are all facing hard times with the pandemic and the impact of Brexit but if only you would be honest with me and give me a realistic proposed delivery time then I would not be a very disappointed and irritated customer who is never likely to do business with your company again or recommend you to others. It appears to me though that you couldn’t give a damn! Sad as I think you sell some lovely products”

Helpful Report

Posted 4 years ago

“I ordered a desk on 14th nov 2020, I received an email on 24th dec advising item would be expected in January. I have heard nothing since. I can not get through to anyone on the phone. Really disappointed and had I read the reviews before hand I would not have ordered through this company, even before brexit the reviews highlighted long delays in receiving products. Not happy.”

Helpful Report

Posted 4 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 4 years ago

“Ordered 29 November 2020 and have been trying to contact them via phone and email asking for updates for the last few weeks, but no luck. This was a Christmas present which obviously I wasn't able to give, and had to get something else instead. Wish I had looked up reviews as I definitely would not have ordered from them. I understand that times are tricky or that there may be delays, but there is no excuse for the lack of communication, or the inability to get a hold of anyone. I would avoid.”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us Alex. We are very sorry to learn about your experience. Please note as advised in your email today from our customer care team (8th January 2021) your order clearly indicates a 6-8 week lead time in the 'delivery details' tab noted below the 'add to cart' button you would have clicked on, this time has not passed and we are sorry once again if you have not managed to see this before proceeding with your transaction. As advised also in your communication update by our team our despatch centres were closed from the 24th December 2020 and only reopened this week on the 4th January 2021 to full operations. We have advised in our communication if you wish to obtain a for a full refund and our team are waiting on your request. We are sorry to learn about your experience. Thank you reaching out to us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Very unprofessional!! Very disappointed! I placed the order on 3rd of December and still waiting for delivery. No customer service..no telephone!”

Helpful Report

Posted 4 years ago

Thank you for reaching out to us Irina. We are very sorry to learn about your experience. Our team have attempted to contact you this morning and have left you a voicemail along with sending you an email relating to your concerns. Please note as advised in your voicemail today from our customer care team (8th January 2021) the item you have purchased carries a 'usual delivery' window of 20 working days, as advised in your communication update by our team our despatch centres were closed from the 24th December 2020 and only reopened this week on the 4th January 2021 to full operations. We expect your order to arrive in next week following the small delay experienced due to new Brexit processes, the ports in which the channel of distribution encounter are currently overwhelmed with shipments and queues are causing small delays which unfortunately are outside of our control and we are sorry for any inconvenience subsequently. Rest assured contact will be made once your order arrives into our holding hub and has been scheduled for delivery. We hope you find this update helpful. Thank you reaching out to us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Like many others in my experience, this company are keen to take your money, but then any customer service is non existent. Can't get through by phone or email using any phone number or email address. My order was placed on 7 November and nothing since then although item supposedly in stock. I have tried contacting them on numerous occasions by phone and email and no one can be bothered to respond. I am seriously thinking of reporting them to trading standards. I strongly advise against using this company.”

Helpful Report

Posted 4 years ago

“Absolutely TERRIBLE Customer Service I ordered a desk 4 weeks ago 7 in stock so shouldn't be a problem WRONG !!!!!!!!! no delivery no answer when phoning when you do get through no one can help !!!!!!!!!!!!!! I cant even get through to anyone to cancel what a joke They have had my money for 4 weeks this should not be allowed to continue. I really wish I had read these reviews before I placed the order. AVOID this company !!!!”

Helpful Report

Posted 4 years ago

“I have been trying to get in touch but no one is bothered to reply ! took the money and its been over 2 month! Wish i saw these reviews before placing the order ! PLEASE DONT WASTE YOUR MONEY!”

Helpful Report

Posted 4 years ago

“Took money 7 days ago. No emails or anything. Tried contacting them but never an answer and their mailbox always full. Emailed them twice without any reply. Getting worried now. Won’t use these again whatever happens. Very poor Haus Direct, and don’t blame COVID!”

Helpful Report

Posted 4 years ago

“I placed an order at the beginning of November and £304 was taken from my bank account on 11th November. I have left 4 voice messages and sent an email and still no response. I'm getting a bit nervous about my delivery as I am unable to communicate with anyone, all I want is confirmation of a delivery date.”

Helpful Report

Posted 4 years ago

“I have been trying to return an item for a month and a half. Every time I contact them they say that the customer service team is busy and ask to call me back. They never do. This seems like an unethical and illegal attempt to dodge a return. I still have faith that they will do the right thing and finish processing my return albeit a month and a half late. You have my contact information, Haus Direct.”

Helpful Report

Posted 4 years ago

Haus Direct is rated 2.5 based on 410 reviews