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

“I ordered a desk from these cowboys on 16/7. The money £179 was taken immediately. I have tried to contact these people via their website, email and telephone. They do not respond. I am looking at doing a charge back against these people because I am appalled at their lack of service. I have ordered multiple items online during this lockdown, nobody else has offered such a poor 'service'”

Helpful Report

Posted 4 years ago

“this is what the email acknowledging my order made on 5 July 2020 says: Please note that this e-mail is an acknowledgement that your order has been received by us. 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. It is our policy to process your order in a timely manner so you receive your purchase as soon as possible subject to release by our third party fraud screening service. As cash was taken from my account the following day is it unreasonable to believe the order has been dispatched? Why is it one month later the order has still not been received? I am referring this to Trading Standards.”

Helpful Report

Posted 4 years ago

“Ordered a desk 26/06 still waiting for delivery despite still showing in stock.I have sent emails, messaged via Social media and telephoned where a call handler just takes your number and promises a call back that doesn't happen.The next step will be Trading Standards,even if this is a legitimate company their customer service is embarrassing.”

Helpful Report

Posted 4 years ago

“I ordered a TV cabinet on 23rd May 2020 and it said that it was in stock. I've phoned and left messages and someone was supposed to be getting back to me, I've filled in the online query form and even requested a refund through their ticket system but I've still not received any replies. It's very frustrating because I do still want the TV cabinet but the communication from this company has been poor and I really don't like to complain but I'm at the end of my patience now.”

Helpful Report

Posted 4 years ago

“Beyond bad. It's not even worthy of 1 star. Ordered a desk that was in stock more than a month ago and it never got delivered. Tried to cancel the order and it's impossible -- they say that the sales team will contact me to process the refund but (of course) they never do. I have sent email; fill out the form on the website; called several times and can NEVER cancel the order.”

Helpful Report

Posted 4 years ago

“I ordered an Anja sofa from HAUS Direct. I've spent the past two weeks calling the company to get replacement screws. I'm put through to some call handling service that say's they will send an urgent message to the company to contact me back but nobody ever does reply or come back to me. Judging by all the terreible reviews, this website is a scam.”

Helpful Report

Posted 4 years ago

Thank you for your comments Walter. We are sorry to learn about your concerns raised. We feel we would like to make your experience transparent since you have taken the time to put your opinion across and we hope you don't mind us sharing some of the facts on your case. Firstly you are fully aware this is not a scam website as you are evidently in possession of the Anja sofa which we have delivered to the purchaser of this item as per our contractual obligation to do so to the purchaser of this item in which we opened engagement with directly at the time of this purchase as you advise us we have done so over 1 year ago, this is a fact. Walter, we hope you don't mind us saying this but to go into any store whether online or in store and ask for such requests for replacement parts without any proof of purchase is always going to be a challenge in itself unfortunately, we appreciate you have offered to pay for these 2 replacement leg screws and we will certainly try our best to provide an outcome for you if at all possible. Please note however to come back to us over 1 year later to inform us that you are looking to source 2 screws for the sofa legs is not something we can advise immediately nor easily achieve, this requires some time for our team to investigate into the options available in regards to the type of screws you may require, are these screws still available? These are questions we need to break down and also ascertain if the manufacturing supply chains are still the same for this model in relation to the fittings, these are small challenges we need to investigate into and are not able to answer over the phone please be aware of this, you have placed an enquiry with us and have not placed an order with us that you are waiting on or that we have failed to fulfil please lets make this clear as your statement directed to us does not state any of these facts in the concern you have made public. You emailed us with this information on Friday 24th of July, today is the Monday 27th July, our first working day back in the office since being in receipt of your request following the weekend closure of our customer care operation, we are trying to assist you with your enquiry in which you have also advised us you cannot locate these parts locally hence approaching us directly as this appears to be a specialist screw you feel , as our team have advised you on the telephone on Friday before your email was sent we will look into this for you and this is not something that is covered under any warranty when you report a missing screw over 1 year later from the delivery point made to the original purchaser of the item, especially when it is not yourself who purchased the item in the first instance nor took delivery of the product, we have reached out to you for an order number and you do not have this as this item was ordered by someone else and therefore we have no contract nor obligation here however as advised we will happily look into this for you regardless of these facts on the matter. We believe given the nature of your comments it is only fair to expose the truth in your enquiry and if you require any further support please contact us directly as trying to obtain screws by leaving a negative review will unfortunately not help your case any further given the information you have provided us to date being extremely limited. Our team will be in touch once our partnering manufacturers can acknowledge the screws required to provide you with some kind of remedy to the situation you are facing. We hope our clarity on this matter helps support your initial concerns raised. Thank you for your patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I placed an order and paid in full for a desk on 30 June that was in stock. I emailed a couple of weeks later as I’d heard nothing about delivery dates apart. Heard nothing so have called twice and was answered by a lady that sounded like a call handling service. Both times I was promised I’d be called back but that didn’t happen. I then raised a ticket as i was not being responded to by customer services and heard nothing apart from confirmation that my query had been received and they’d been in touch. I called again this morning and emailed my ticket reference to customer service again And just getting no Where. I order items on line all the time and I’ve actually ordered more throughout the covid-19 period Than usual and other companies who experience supply problems communicate with their customers. This company absolutely doesn’t. This is a genuine review and think some of the more positive ones on here are put on by the staff. Listen to the majority and do not use this company. I Have left yet another Message today telling them that unless they reply within 7 days I will have to go back to my credit card company to make a Re-claim and will also report then to trading standards. I really don’t want to do this and never had to take this kind of action before but unless you come back to me directly I will have to”

Helpful Report

Posted 4 years ago

“Your level of customer service is the worst I have experienced! I ordered 2 Richmond glass top office desk from you on the 9th June 2020, and was told to expect delivery by the 2nd week in July. I have tried on numerous occasions to call your office and each time I have been held holding for 10-15 minutes only to be told that you can’t take my call, to leave a message and someone will get back to me only to be told your mailbox is full! On one occasion I managed to leave my details, order number etc., and no one returned my call! On Friday 17th July, I called the main office, and they promised to pass on my details to have someone call me - no phone call. Even if there is a delay in my goods being delivered CUSTOMER SERVICES should be contacting me, or at least be contactable to update me on the situation. Your level of service is appallingingly unacceptable. Where is your customer care!! Don’t hide behind the demand for your products due to the coronavirus, other companies have the same experience but they still show respect for their customers by opening up communication channels and responding to messages. Your mailbox has been full all week, I suspect you have an enormous amount of unsatisfied customers. I demand you return my money in order for me to purchase my office desk from a more professional and reputable company.”

Helpful Report

Posted 4 years ago

Thank you for your comments Deborah. Please accept our apology for your experience to date. We are pleased to learn you have since been in touch with our team following your concerns raised and hope the explanation provided is deemed satisfactory. Thank you for retaining your order with us and we look forward to having this completed as per your update given by our team. We apologise once again for your experience and difficulties encountered in reaching the team to date, now that you have our 0333 telephone number this will help you moving forward as and when you need to reach our team Monday to Friday between 9am and 6pm. All the best for now. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Absolutely dreadful! I echo what everyone else is saying. Ordered on 16th June and it’s now 23rd July and still waiting. Numerous phone calls to the 0333 number and get through to switchboard, leave a message with the operator and no one bothers to call back. I was told my desk was dispatched and arriving from Germany which is why the money has been taken. Don’t believe this. Shoddy company. No notification or any communication to say there is a delay. They just want your money. I am going to see if I can raise this an an exception with the credit card company and report this to trading standards. Awful way to conduct business. Stay away from this company.”

Helpful Report

Posted 4 years ago

“Ordered a desk on 22nd June, item showing as in stock. I’ve raised a ticket through their website and have called 5 times now. The receptionist has promised that someone will call me back but I’m still waiting! I understand that there are delays at this time, all I’m asking for is some communication to give me an idea of a delivery date. I’ve placed orders with other companies recently who are experiencing delays and have been kept informed throughout. They have asked if I’m still happy to wait or if I would like a refund. Haus Direct are providing unacceptable customer service. Customers could be kept informed via a mailmerge if you are struggling to contact people individually, it’s really not difficult. Please contact me to give me an update.”

Helpful Report

Posted 4 years ago

“Ordered three bookcases on the 8th of June and still awaiting delivery. I have been told that they have arrived at a distribution centre in Swindon and the are waiting collection. I could have collected them myself , won't be buying anything else from this outfit”

Helpful Report

Posted 4 years ago

“7 phone calls and still zero response, ordered a desk on 12th July, you’ve taken my money but you still can’t confirm the order?? Disgusting.. I need a response please”

Helpful Report

Posted 4 years ago

“I ordered a desk on 15th June with an expected time frame of 10-20 working days for delivery (now 26) - item showing as in stock. I have tried emailing (no response) and left 2 messages with reception for a call back within 48 hrs (not received). All I want after reading some reviews from customers saying that have been waiting 3 months is to know is realistic timescale for how much longer I should need to wait so that I can make the decision on whether to cancel the order or continue waiting. I understand these are difficult times but you shouldn't be promising customers a call back if you can't adhere to it & should be managing customers expectations. Other than keep calling every 2 days & praying for a response, I don't know what else to do. If no response if received I will be left with no alternative but to put a chargeback on the transaction.”

Helpful Report

Posted 4 years ago

“Order placed on the 21st June, delivery for my order was between 14 - 20 days. As we have had no communication I have been trying to contact you since the 7th July. I have left three answerphone messages, sent two emails, filled out on your online form and left a message with your reception requesting an update on the delivery. I appreciate that we are in challenging times however this lack of customer service is just not acceptable, I see your standard response is please call our 0333 number, I have already done this and was told I would be called back with 48 hours which hasn't happened. If you have any interest in resolving my complaint then please contact me, asking me to contact you when that is what I have been trying to do for 2 weeks without success isn't very helpful.”

Helpful Report

Posted 4 years ago

“Order placed on the 21st June, delivery for my order was between 14 - 20 days, now on day 25 with no communication. Since the 7th July, I have left three answerphone messages, sent two emails, filled out your on line form and left a message with your reception requesting an update. I appreciate that times are challenging however I find this lack of customer care unacceptable.”

Helpful Report

Posted 4 years ago

“Order not received, no response to emails or calls and unable to contact. Telephone eventually just goes to a full voicemail and other number the receptionist claims she can’t get through or put me through to someone else. Nothing to do with COVID just plain bad company. Reading the positive comments I’ve never seen anyone ever justifying issues other people have so must assume are fake to make this terrible company look better. Disgusting they still taking orders! I’ve reported via citizens advice to trading standards as unfair on innocent people. Started a charge back and sent a notice of intent as advised and would advise you all to do the same and get this company stopped”

Helpful Report

Posted 4 years ago

Thank you for your feedback Mr Hildreth. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further on your orders status or for a refund to be processed should you wish for this to be actioned, if you can kindly contact the team on our advertised 0333 number which can be obtained from our website please ask to for your call to be transferred to the refunds team we will of course prioritise this for you should you not be satisfied with the service you have received to date. Please also note we aim to respond within a 48 hour window usually on order updates Monday to Friday. This new number is a new division overseeing our calls at present within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. It is not always possible to transfer a call then and there but that does not necessarily mean your call will not be returned. The current number noted in your order confirmation email you have been calling is a line unfortunately which is only overseen by a small team and during busy periods it can often be challenging to reach a member of the team which is why we encourage you to use the number advertised on our website. The team answer within 1 minute between the hours of 9am-6pm Monday to Friday. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Just horrendous experience. Waiting still for over 2 months. Useless. Item was in stock. No response to email or phone.”

Helpful Report

Posted 4 years ago

Hello again Dianne, we have noted you have just left a review for us already and that this is your second review using a different email address. We have copied the same response below just in case you have raised a second negative response to us in error. .. We believe your call today with our team will hopefully help add clarity as to why you may not have been able to reach our team on your attempts to date as quickly as we would like and also the usual delivery window on the item you have purchased being 6-8 weeks which it appears you missed located below the add to cart button before making your purchase. Whilst we appreciate this is very frustrating for you, we do clearly indicate a 'usual' delivery window for your item of purchase and every other item with this one in particular being 6-8 weeks as a projected guideline therefore to state you have waited 2 months is actually the usual window to be waiting given your order is despatched from Holland on this particular item as advised. We are also sorry you feel we are a joke however if you clearly look at the facts before making your presumptions of our credibility you will see the timeframe we are working to is not actually unreasonable at all given the channel of distribution we factor in with the dates we provide. We have highlighted delays to you with the logistical partners associated with this brand and with the high volumes of demand in products coming out from the european despatch centre we are trying our very best to fulfil your order as quickly as possible and apologise for any delay you may experience from today onwards, whilst this should not be excessive any delay outside a usual window we appreciate can impact anyones frustration further however these unforeseen delays are not always in our control sadly. We have also given you an option for a refund today and you have accepted to wait which is reassuring to hear given your initial comments direct to us and for this we thank you very much for giving us this opportunity and we hope the wait will be more than worth it when your product arrives. As discussed with our team we have introduced a new division recently who will answer your calls within 1 minute Monday to Friday between the hours of 9am-6pm. This will hopefully also improve your customer service experience moving forward. We hope our response is reflective of your experience today and the reassurances received and should you have any further concerns please do not hesitate in contacting our team on the 0333 number featured on our contact page moving forward. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I ordered something in stock. 2 months later nothing. They do not answer the phone or respond to email. DO NOT BUT ANYTHING FROM THESE PEOPLE. THEY ARE A JOKE.”

Helpful Report

Posted 4 years ago

Thank you for feedback Dianne, we are very sorry to hear about your negative experience with us on your transaction to date. We believe your call today with our team will hopefully help add clarity as to why you may not have been able to reach our team on your attempts to date as quickly as we would like and also the usual delivery window on the item you have purchased being 6-8 weeks which it appears you missed located below the add to cart button before making your purchase. Whilst we appreciate this is very frustrating for you, we do clearly indicate a 'usual' delivery window for your item of purchase and every other item with this one in particular being 6-8 weeks as a projected guideline therefore to state you have waited 2 months is actually the usual window to be waiting given your order is despatched from Holland on this particular item as advised. We are also sorry you feel we are a joke however if you clearly look at the facts before making your presumptions of our credibility you will see the timeframe we are working to is not actually unreasonable at all given the channel of distribution we factor in with the dates we provide. We have highlighted delays to you with the logistical partners associated with this brand and with the high volumes of demand in products coming out from the european despatch centre we are trying our very best to fulfil your order as quickly as possible and apologise for any delay you may experience from today onwards, whilst this should not be excessive any delay outside a usual window we appreciate can impact anyones frustration further however these unforeseen delays are not always in our control sadly. We have also given you an option for a refund today and you have accepted to wait which is reassuring to hear given your initial comments direct to us and for this we thank you very much for giving us this opportunity and we hope the wait will be more than worth it when your product arrives. As discussed with our team we have introduced a new division recently who will answer your calls within 1 minute Monday to Friday between the hours of 9am-6pm. This will hopefully also improve your customer service experience moving forward. We hope our response is reflective of your experience today and the reassurances received and should you have any further concerns please do not hesitate in contacting our team on the 0333 number featured on our contact page moving forward. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Ordered a desk on 5/6/20 and item was in stock and payment was charged immediately to my credit card. I have chased 5 times and as per other reviews have gone through to reception who have found my order and have told me each time that I will receive a call back - I am yet to receive a call. Appalling customer service and I would at the very least expect a reply to my enquiry. I've now emailed and asked for a refund for the order. I have also contacted Watchdog and consumer magazines and they have received similar complaints and are preparing a report. I have asked my credit card company to put the transaction into dispute and have asked my legal team to begin investigations into the directors of the company with a view to pursuing a claim against them. DO NOT PURCHASE ANYTHING FROM THIS COMPANY.”

Helpful Report

Posted 4 years ago

Thank you for feedback Mr Patel, we are very sorry to hear about your negative experience with us on your transaction to date. We believe your call yesterday with our team will hopefully help add clarity as to why you may not have been able to reach our team on your attempts to date as quickly as we would like and also the usual delivery window on the item you have purchased being 10-20 working days which it appears you missed located below the add to cart button before making your purchase. Whilst we appreciate this is very frustrating for you, we do clearly indicate a 'usual' delivery window which is a guideline for that particular piece and whilst not a guarantee we try to keep the timeframes close-by and not excessively delayed where possible. Unforeseen delays and logistical delays outside of our control is something unfortunately we cannot always control however a challenge we ourselves will always try to address as swiftly as possible as and when they present themselves during these difficult working patterns. We are also sorry you feel the need to bring in the bodies highlighted in your comments, we value your custom and will happily talk further with the representatives you have reached out to as we believe we have done nothing wrong with your transaction here given our contractual obligations to fulfil your order. Communications is something we are working hard on to improve day by day and logistical partners we are aligned with we are also trying to improve turnaround times as best we can on a week by week basis. The introduction of the new switch board team recently will certainly improve better management & control of the day to day calls and ensure the correct services are notified as quickly as possible without impacting the daily tasks our core team are tasked with to complete routine jobs from day to day. We have highlighted the delays to you with the logistical partners associated with this brand and with the high volumes of demand in products coming out from the european despatch centre we are trying our very best to fulfil your order as quickly as possible and apologise for any delay you may experience from today onwards, whilst this should not be excessive, any delay outside a usual window we appreciate can impact anyones frustration further however these unforeseen delays are not always in our control sadly as noted above. We have also given you an option for a refund yesterday and you have requested to wait which is reassuring to hear given your initial comments directed to us and for this we thank you very much for giving us this opportunity and we hope the wait will be more than worth it when your product arrives. Thank you for your continued patience in the meantime and our team are here to assist you further should any further concerns present itself during your transaction with us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I placed an order in the 3rd of June. They don't answer the phone or reply to emails. They should at least provide an update about the orders. It’s very unprofessional not to answer the phone or emails. Even if they take a long time to deliver they should answer the phone”

Helpful Report

Posted 4 years ago

Thank you for review Chris, we are very sorry to hear about your negative experience with us on your transaction to date. Unfortunately as your review is unverified we cannot locate your order neither does our system recognise your email address upon carrying out an internal search on our system. If you can kindly contact our 0333 telephone number noted on our website our customer care team will happily assist you further with any after sales care you may require if your concerns are still unanswered and direct your call where necessary. Please can we advise you that the telephone number noted at the bottom of the order confirmation email can at peak times be challenging to reach us and therefore we strongly advise calling the central switch board team which is noted on our website contact page. We hope this response assists you with any concerns you have brought to our attention in this review and we apologise for any inconvenience experienced to date. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 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