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

“I have been trying to get a response from customer services for 2 weeks. My TV cabinet had 5 to 10 days delivery. This was not met and I just want an update but nothing in response to numerous calls and promises of call backs and no responses to online enquiry tickets. The customer service is terrible. This company were quick to take my 310 pounds but are impossible to get responses and updates from. Will never use them again!”

Helpful Report

Posted 4 years ago

“Your customer service is nonexistent.. I have been waiting for weeks for my desk. No email to confirm date of delivery NOTHING. Spoke to MD who was nice but completely overwhelmed. Just NOT good enough I wish I had taken my custom elsewhere £220 is a lot of money for me. EXTREMELY DISAPPOINTED!!!!”

Helpful Report

Posted 4 years ago

We are sorry to see your 1 star review Samantha. We can see you contacted us on the 11th of November and you were speaking with Sam from our customer care team this was 3 working days after placing your order whereby we informed you that the delivery window for your Richmond desk carries a 'usual delivery window' of up to 30 working days. Sam has also notified you on the processes for delivery booking, we are sorry if this did not register with you at the time of your conversation with him. Sam has been part of our team for 7 years now and is one of our most knowledgable employees on service levels and product understanding and we are sorry if you feel our customer service is failing you based on your short experience with us to date. Your delivery as noted on your call will be booked in once this is ready for fulfilment, this could be 10-20 working days on this model or it could be the full 30 working days as advertised, unfortunately until this is at the final stages we cannot confirm this just yet other than provide you with the same delivery expected completion timeframe we have advised you of already. If however you are not satisfied with the service levels experienced to date we will happily issue you with a full refund and once again we are sorry to learn about your dissappointment, we value your custom and we thank you for choosing our company. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I’m adding to the story of woe. I’ve ordered a sideboard - expecting 10-15 working days - 5 weeks in - nothing. I’ve emailed - phoned - no response. Nothing. Nil. Zero. I only just came across this and again I would say to anyone thinking of buying don’t. Haus direct have my money and I’ve no idea how to cancel the order without someone reading an email or answering the phone. Shocking and trying to work out who to escalate this to ...”

Helpful Report

Posted 4 years ago

We are sorry to learn about your 1 Star review Alice. We are sorry to learn that you have cancelled your order with us and are pleased your order has been refunded in full. Please note the best number to call for a refund is 0333 242 0688 which is clearly advertised on our website, we are sorry you missed this as your call will always be answered Monday-Friday between the hours of 9am-6pm. The 'usual delivery' timeframe experienced by customers for the item you purchased carries a 10-15 working day window, you contacted us on day 19 requesting for a refund, your order had arrived in from our European despatch centre and was queued for delivery booking stages we are ever so sorry that this would have been 1 week later than expected resulting in your cancellation. Thank you for giving us this opportunity and we are sorry to see you go. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Shocking company with only one objective, which is to con customers in purchasing items that they have no control over. They avoid any form of communication, and after weeks of chasing fail to deliver. Mr Rhaul K Devgan, you should be ashamed and embarrassed of your company. Avoid at all costs.”

Helpful Report

Posted 4 years ago

“Avoid. This place is an absolute con. I've not received my order after four months and they don't respond to email. They are conning you. AVOID.”

Helpful Report

Posted 4 years ago

“This company is absolutely shocking - please don't order from here. I only wish I'd read the reviews beforehand. Placed an order for a sofa back in July, with a supposed 15 day lead time. Here we are at the end of October - still no item. I've called and emailed SO many times I've lost track. They never respond to emails and you get through on the phone, you are promised a call back which never happens. It's an absolute shambles. I don't know why they aren't more upfront about delivery times for starters an I've never ever experienced such poor customer service in my life. Honestly appalling. Please don't make the same mistake I did and avoid avoid avoid at all costs. It's a scam.”

Helpful Report

Posted 4 years ago

“Please, please void Haus Direct. I ordered a chair on the 7th of August. After weeks and weeks of waiting with no updates, being unable to check anything on their site, and not being able to speak to anyone in their sales team, my order was cancelled today (14th October). They are absolutely useless. They bill you, so they have your money, and then you never hear from them again. Zero customer service with no means of speaking to anyone. I wish I had checked reviews before this absolute waste of time and money. As nearly all other reviewers have said - AVOID THEM!”

Helpful Report

Posted 4 years ago

“Absolutely appalling service, shocking really. I urge anybody using this company to think again. Ordered a new desk for my daughters 15th birthday, missed that, missed also the first half of term and still NO sign of it and NO communication from Haus Direct. Have asked for a refund now but expect we will not see that for some time. Had to click one star to write this but even this would be too much really.”

Helpful Report

Posted 4 years ago

“Placed an order 7th September for a desk stated to be in stock at the time of placing the order. Clearly stated that order could take up to 30 days. Well 30 days have arrived but NO desk NO contact from Haus to arrange delivery NO update from Haus NOTHING. Tried ringing their phone number kept on hold for about 5 minutes only to get an answer phone saying that they are not taking calls and to leave a message. Cant see point in leaving a lessage given all other bad reviews. I would never recommend this company due to the very poor customer service. Cant comment on the quality of their products because it has NOT BEEN DELIVERED.”

Helpful Report

Posted 4 years ago

“I ordered a desk on 4th August and money taken the same day despite the web site saying the money wouldn’t be taken until the desk had been despatched, several phone calls and emails later the desk finally arrived on 22nd September but the drawer parts were missing so it can’t be fully assembled. I and my husband have called numerous times, sent emails and logged a ticket on the help desk with photos of what we do and do not have and we have had absolutely no response despite when phoning them they promise someone will call back, I have never had customer service like it. We have a desk which is not fit for purpose and nobody will help us get it sorted out, I have even emailed stating I want to register a complaint and absolutely nothing!! AVOID THIS COMPANY THE CUSTOMER SERVICE IS SHOCKING. I guess the next step is now the retail ombudsman”

Helpful Report

Posted 4 years ago

“AVOID!! Ordered desk with 4-6 weeks delivery. It is now 10 weeks and I am having to waste time getting in touch with Haus Direct to understand the situation. No response from numerous phone calls and emails. No stars if i had the option!”

Helpful Report

Posted 4 years ago

“Pitiful customer service. Money taken and no hint that I will ever receive my goods. Avoid at all costs.”

Helpful Report

Posted 4 years ago

“Same as everybody else on this thread, wish I had seen this before. Placed an order 26th June confirming the order and saying money would not be taken until the order is ready to dispatch 6-8 weeks. Money taken the next day. At 6 weeks contacted them for an update and no response. Email, phone or even via their helpdesk account on the website, not a single response. 8 weeks have come and gone and not a single update from them. I have referred the transaction as fraud to my bank and waiting for refund. Will also report to ombudsman. This is just a complete scam of a company. I can't believe they are still in business with so much disrespect to their customers. Do not waste your money and time on them.”

Helpful Report

Posted 4 years ago

“This seems to be a reoccurring theme but I have also received confirmation of my order and the payment has been taken. No reply from "Customer Services" if they actually exist and stuck in limbo waiting for an order that shows as in stock according to the website. I work in a customer service industry and could never imagine running our business this way.”

Helpful Report

Posted 4 years ago

“Anonymous's review is totally spot on except the Haus Direct email confirmation is misleading - it says 'payment is not taken until delivery' - this is patently untrue. My order made 5 July has still not arrived - despite 'being in stock, payment taken etc'. Haus cannot have it both ways - are these items in stock or not? Is the website deliberately misleading ? I cannot help but wonder how genuine some of these 5 star reviews are - why are they not suffering the same problem as the rest of us???????”

Helpful Report

Posted 4 years ago

“There is absolutely nothing wrong with delays during a pandemic. However there this company fails is communication. It should not be the customer's responsibility to chase orders, and liaise with the couriers to ensure they are informed. Customer service isn't just sitting in a office taking orders, customer service should be keeping the customer informed, managing their expectations and treating them like a person. It's the business' responsibility yo manage their supply chain and have their finger on the pulse with regards to shipments, dispatch etc. The model of this business is zero after sales focus, polite staff to hear a customer rant and no relationship with their logistics partners. That's what causes the frustration. I ordered a desk on 16th July and every communication I have had with this company I have made. Its appalling. The negative reviews are a reflection of those customers that despite being let down have continued to be let down and Huas have done nothing to compensate, rectify or compromise with. This business is the worsti have ever dealt with.”

Helpful Report

Posted 4 years ago

“I ordered a Marlborough desk on 29 June 2020. The website showed that this item was "in stock" (stock of 4) and the website quoted a delivery time of 10 to 20 working days. The cost £219 was debited to my card on 1 July. Then nothing. I waited, and waited, and waited. I raised two tickets on their website ... no response at all. Eventually on 24 July I telephoned their helpdesk and spoke to Rahul, who was polite but couldn't help much. He explained that, as an international company "in stock" on their English website actually meant that it was in Germany! He said that a shipment (presumably a container) had recently arrived with their shipping company in Suffolk and he thought that my desk might be in it, but it had not yet been scanned into their system. He thought it possible that it might be ready for delivery the following week...... but no delivery. In the last week of August, I finally received a message from ITD Express asking me to contact them to arrange a delivery date. The desk was finally delivered on 7 September. A google maps search of this company's UK address shows a small retail shop - they do not appear to have any UK warehouse storage. This is one of the worst companies I have ever dealt with on-line. Their website gives incorrect information about stock and delivery times. They take your money immediately, then do not respond to messages or complaint emails. If you manage to get through they are polite, but unable to give any meaningful information. The actual desk is a nice solid piece of furniture and I am pleased with it. However the same desk (an identical picture) is available under different names from at least two other companies' websites. What a shame that I chose the wrong one.”

Helpful Report

Posted 4 years ago

“Still waiting for a response regarding a recent purchase. Phone number just rings and rings then goes to a voicemail, and the nbox is full!”

Helpful Report

Posted 4 years ago

“No contact after purchase, no response to any attempts at contacting them, no one answers the phone. Terrible service. Do not use”

Helpful Report

Posted 4 years ago

“AVOID!!!! Ordered and paid for desk 8 weeks ago. Have called and email numbers times but no one ever bothers returning the calls or email. Think company must be a scam. No one ever runs a legit business in this manner!!”

Helpful Report

Posted 4 years ago

Haus Direct is rated 2.5 based on 410 reviews