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

“Poor company. I am kicking myself that I did not check the reviews before purchasing. Desk stated there were 2 in stock. Zero contact from Haus despite sending emails and 2 phone calls which times out into a message. I was impressed that the desk was £40 cheaper than all other sites. Lesson fully learnt cheaper is not always better. Sat on a sofa working from home cheers Haus”

Helpful Report

Posted 5 years ago

Thank you for your review Jordan. Please note contacting us before 9am or reaching our social media teams before this timeframe will always remain unanswered no matter which day you contact us unfortunately as they do not commence operational activity until 9am Monday to Friday. We would strongly advise taking a look at our 'usual delivery' timeframes also before raising concerns, we understand how frustrating it can be when not be able to reach out to us during busy periods and we apologise for any inconvenience you may be experiencing. All we ask is for you to allow for the delivery timeframe detailed to pass and then should this not be with you to get in touch, you have purchased a Vegas desk on the 27th of May after 9pm, that is only 5 working days ago. Our usual delivery timeframes for this vegas desk as clearly indicated on the product page is 5-15 working days. 0-5 working days you will receive zero communication unless we have a concern to raise. 5-15 working days is the time required to process your order from picking to despatching preparation, collection by our courier and then on to delivery booking commencement which is overseen by third party associates. Due to the volume of calls and communications we are receiving across all channels at present we are trying our utmost to ensure communications are not left unanswered. We do however politely request that unless something is urgent please allow for the above timeframe to commence as calling us on day 5 will sadly not speed the process up in anyway. We are working as best we can with our partnering logistics operations to manage orders as quickly as possible, given the large volume of demand for our product offering it is challenging at times to answer to everyone and we are trying to improve customer experiences in these difficult and restricted times, please be aware for every call we take this can take our team members away from their daily tasks, especially those who are not designated to take calls, due to the level of calls we are all supporting one another to provide the service levels we know our customers expect from us, we appreciate something like a desk is of course a high priority for you to be in receipt of but it is equally not our fault that you have not seen the usual delivery window for this item. This is located under the add to cart button on every product page under the delivery details tab. If you are not satisfied with the level of service you are receiving or with any of the above facts relating to your purchase we will happily issue you with a full refund. You have reached out to our marketing team this morning before opening hours and you have received a response this morning too, you are of course entitled to leave your review at any point but we do feel this is a little unfair given we have not been in receipt of your order for that long. Nonetheless, we are sorry to hear your experience to date is not a satisfactory one and we hope should you wish to retain your order that it will be worth the wait. Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Same as many others I'm afraid. Ordered a desk on 1/5/20 money gone to them. Guess what? NO DESK. No answer to phone calls or repeated emails. Joined the suggested ticket queue system. Nothing. I'm furious. I understand the current situation but an email response should be top priority at the moment especially reading all these bad reviews!”

Helpful Report

Posted 5 years ago

“Ordered a desk on the 18th May 2020. Money went straight out of my account. No confirmation on dispatch or delivery date and I cannot make contact with the company at all. They don't answer the phone, respond to messages or emails. Extremely poor service. I am now out of pocket with jo sign of ever receiving my desk.”

Helpful Report

Posted 5 years ago

“I ordered a desk at the start of March. Still not received nor have I had any proper update front Haus. Their phone numbers go straight to a queue system. I have called repeatedly and got through only once. I was told a revised delivery date that has now passed. I’ve heard nothing from the company and they have never responded to my multiple emails. The phones still aren’t picking up and the website is no help either. They’ve had my money since March. Difficult times, but I’ve had service 10x better from other companies during this period.”

Helpful Report

Posted 5 years ago

“Similar story to the other reviews. Ordered a desk, £200+ was taken from my account on the very day of order and its now been over 3wks and I've got nothing to show for it. I did see there were a number of bad reviews, so I decided to give them a call beforehand to gain peace of mind, but what a pointless exercise that was! I thought that would at least put some urgency into them but no, more of the same. I've been in regular contact with HausDirect to get updates, all seemed promising until about a week ago and they are now uncontactable, I'm £200 short and have no desk to show. Don't waste your time! I've since found the same desk for sale at a couple of other outlets with positive reviews. Do a bit more research so you can avoid losing out!!”

Helpful Report

Posted 5 years ago

“I ordered my desk on 1 Apr 2020. The money was taken from my account that very day and then nothing was heard. I contacted them the first week of May and the gentleman was very helpful and phoned the store team. He said they had had the delivery and they should be in touch with me either Mon or Tue the following week (11 or 12) to arrange delivery. I phoned on the Thu of the following week as nothing had been heard. They again stated that due to short staff things were taking longer than usual so I was content to allow a few more days. I finally received an email on Wed 20 May stating that my order was now updated to processing and that they should receive an update the following morning and would be in touch by phone to confirm delivery dates. Again, nothing heard. I have now decided to cancel the order (28 May) but unsurprisingly I cannot contact them as all their customer support numbers put you on hold until they decide to claim extreme numbers of calls meaning they cannot answer the phone. I have left a message with order number, details and my phone number but I am not expecting much. I will contact my bank on Friday to start the process or reclaiming my money if they have not been in touch by then. DO NOT BUY FROM THIS COMPANY.”

Helpful Report

Posted 5 years ago

“We ordered a Camden desk on 27 April with delivery being advised as 5 - 10 working days. The item was shown to be in stock. We waited and waited and checked my account online and the order just said processing. We phoned Haus direct to chase the whereabouts of the desk and were told that jt was coming from Germany and until it was logged in this country, they had no idea of it’s whereabouts. By this time, the delivery time on this item had been changed on their website to 10 - 15 working days. We waited the 15 working days and again phoned Haus direct to again chase the desks whereabouts. We were then informed that there had been a delay and the desk should be with us by 26th May. We were offered an alternative that was in stock in the uk and we advised that this would be with us by Wednesday 20th May. The 20th May came and went and still no desk much to my son’s disappointment because he has been patiently waiting for soooo long. We have tried to call Haus direct on Thursday 21st, Friday 22nd, Saturday 23rd and again today Tuesday 26th May. After the phone rings out for about 5 minutes, the answer machine clicks on to say they are experiencing high volumes of calls and they will clap you back. Messages have been left on every occasion and we are still waiting for the call back. This has been such a disappointing experience and not once has the company acted proactively and phoned to advise us of a delay nor have they attempted to contact any 3rd parties who ship the items to see where they are. I appreciate companies may experience delays due to current situation but I now feel the delay and the lack of communication is completely unacceptable. I don’t know what this company was like before the virus. My husband found the desk on the internet and ordered without doing any research. I wish we’d have read some reviews and my advice would be to avoid like the plague. The money was taken from our account inmediately and we are a full month down the line now. In their favour, Sam has always been very helpful when we have managed to get hold of somebody in customer service and must be having such a bad time working for for a company that doesn’t deliver.”

Helpful Report

Posted 5 years ago

“Ordered Jual Helsinki 900 oak desk on the 2 April. Never once in that time have I had a phone call from this company. I have had to make all the calls. Just under two weeks ago I was informed by Joe that the desk was coming into the warehouse on 15.5.20 and it is usually a 24 hour turn around but due to the pandemic could be up to 48 hours. I rang yesterday 20 May to be told that there had been some kind of mix up with their third party despatcher and I am now waiting on someone ringing me today to let me know an update on my delivery. I agree with nearly all the other reviews shocking service never update you. I have updated the help me desk 3 times and they have never got back to me. The money was taken from my account the very day the desk was ordered which stated the desk was in stock. AVOID THIS COMPANY WORST SERVICE I HAVE EVER EXPERIENCED”

Helpful Report

Posted 5 years ago

“I ordered my item on 5 May and sent a polite email on 14 May just asking when I could expect delivery as I have ordered a desk for my 7 year old to use for home schooling. No response to my email so I called and left a message on 20 May; no response received and also sent a further follow up email on 20 May to which, surprise surprise, no response received. I know things are not running as normal as they should and yes, I did expect a delay from the advertised 5-10 day delivery estimate, but a simple reply to an email sent over a week ago is surely considered to be good customer service. I am happy to wait for delivery, it would just be nice to know when I could expect my item as there are plenty of other websites out there who are able to offer delivery within their stated timeframes. Please just answer me truthfully and in a timely manner, that's all I ask for.”

Helpful Report

Posted 5 years ago

“BEWARE DO NOT ORDER, I PLACED MY ORDER ON 7TH APRIL, NO COMMUNICATION RECEIVED SO I CHASED ON 24TH APRIL, TO BE TOLD THERE WAS A DELAY DUE TO COVID-19, AND THAT I SHOULD BE EXPECTING MY ORDER THE FOLLOWING WEEK. NO FURTHER UPDATE RECEIVED UNTIL 8TH MAY WHICH WAS THEN THAT MY ITEM WAS FAULTY AND THAT THERE WOULD BE ANOTHER DELAY...SO I REQUESTED A FULL REFUND SAME DAY, NOTHING RECEIVED. HAVE CHASED TODAY 18TH MAY....ITS DISGUTING SERVICE”

Helpful Report

Posted 5 years ago

Thank you for leaving getting in touch Louise. We have checked your orders notes and we can see you have reached out to our team already and the team have also been in touch with your orders progress along with the manufacturing issue raised on the fabric which resulted in your order being held from despatch within our usual timeframes. Once again we apologise for the unforeseen manufacturing issue raised and as advised by telephone by our team you were sent a mass roll out communication detailing the concerns raised and a copy of the same communication was emailed to you on the 24th of April however we did advise you also the roll out was sent 1.5 weeks earlier and you were advised to check your junk/spam folder at the time as this was a mass email thread which some mail clients may reject as it can be seen as spam bulk mailing. With regards to your refund request we can only apologise that our team did not receive this email thread requesting for the cancellation, your recent email however after your first request has been dealt with and we can see that your refund has been processed successfully now. We appreciate you taking the time to reach out to us on here however we do advise using more than one channel of communication on such requests other than an email as with hundreds of emails coming through daily with general enquiries something of this nature is always beneficial to call us or raise a ticket via our help desk and our team can issue the cancellation as a priority on the same day usual subject to your order not physically be in transit which can restrict the cancellation process at that particular time. Nonetheless, we thank you for giving us this opportunity and we are pleased to learn you have now received your refund, thank you for sharing your experience. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Absolutely appalling. Don’t buy from them! Placed an order on 27/04/2020. There was no communication from them whatsoever, have created 3 tickets, Called numerous times, left voicemails, nothing still! Have raised a dispute with my bank now as I can’t wait any longer. Asked them for a refund- nothing! I don’t think I have ever dealt with such a bad company. Dreadful.”

Helpful Report

Posted 5 years ago

Thank you for leaving getting in touch Tatiana. We are very sorry to learn about your experience to date and difficulties encountered in getting through to our team. We have introduced a help desk ticket system following the large volume of orders and enquiries we are receiving at present, we are trying our utmost to answer all emails and are ensuring communications do not go unanswered. Responses are taking longer than usual however if you create a ticket via our help desk system by creating an account or logging into your account if you have created one already this is the most efficient way should not not be able to reach the team by telephone. Please also note the timeframes noted on the product pages as it is usual for items to encounter timeframes to that which may exceed the usual delivery window, we also have our Live COVID-19 updates available should any despatch centres be impacted by delays at present. If you have raised a refund the team will also discuss this directly with your card provider to ensure your refund is completed as per your request, please be rest assured this will be cancelled and reinstated into your account accordingly. In the meantime we apologise for your experience to date and we thank you for giving us this opportunity. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Terrible experience, placed an order online 24-04-20 product was showing in stock. Despite sending several emails and trying to call I've received no communication and it's now the 14-05-20 so 3 working weeks. Not sure whether I'll see my money again? I know things are tough at the moment but come on.... my advise **AVOID**”

Helpful Report

Posted 5 years ago

Thank you for leaving your feedback Mario. We are sorry to learn about your experience to date. Our team have attempted to contact you but have unfortunately not been successful in reaching you by telephone. We can only apologise for the inconvenience you have experienced to date in your orders fulfilment. Please note once your order is ready our booking team will communicate your delivery date once scheduled. If however you are uncomfortable with the current timeframes which are noted on the product page we will of course happily issue you with a full refund. Due to the large volume of calls and emails it can be challenging at times to answer every call and respond to emails daily and for this we can only apologise for the inconvenience this maybe causing you. We can assure you our teams are working day and night to speed the processing up and you will receive your communication once your order is scheduled. It may also be worth creating a help desk ticket marked for our customer care teams attention and this way you can also engage with our teams directly should the phone lines be busy during peak times. We hope this helps and we thank you for your continued patience. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Zero communication from customer service despite 3 emails and 1 attempt to call. I appreciate it is difficult time’s and I don’t mind if there is a delay due to Covid-19 I just want to know that I haven’t had my money taken from me”

Helpful Report

Posted 5 years ago

Thank you for your review. We are sorry to learn about your experience Anna to date only 3 working days into placing your order with us. Please note the item you have purchased carries a 'usual' delivery window of 5-10 working days, with the earliest date being 5 we would not contact you any sooner unless we have an issue to update you with. We are sorry you have felt the need to come on our reviews platform to leave a comment so soon when your order is well within our usual timeframes, 3 working days since being in receipt of your order is unfortunately not along time for our team to process and deliver your order. Please note we are in challenging times at present, if you have emailed us your communication will certainly not go unanswered but please allow the team time to respond, the high volumes of communications are queued and will be responded too, by sending three emails in three days will not make the team respond any sooner. If you are not satisfied with the level of service you are receiving 3 working days into your order being placed please note you are fully entitled to a full refund as this feedback is a little unfair so early into this transaction given we have clearly noted the timeframe your desks takes for processing. If you have missed this then we are very sorry for this but you will need to bare with the team during the busy periods as we are working hard to fulfil all orders as quickly as possible. Our teams can either respond to your emails or actually carry out their daily tasks in spending productive time processing your order which is where we are trying to prioritise our efforts in areas where teams are low on the workforce due to the social distancing measures in place. We value your custom and do not wish our communication response to come out in the wrong way but we please ask for a little patience so we can deal with your concerns and others. Had COVID-19 been something we could have prepared for we would certainly have implemented and managed our staffing levels adequately to deal with the high demand we are currently experiencing in our product offering. We hope you can understand the challenges we face today and trust you will be more than satisfied with your desk once it arrives. We hope your experience will change when you can give us the benefit of the doubt and allow us to fulfil your order. Thank you for shopping with us and your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Awful. I ordered a desk and it said 7-10 working days to arrive. It has been 3weeks and still has not arrived and i have heard nothing from the company DON'T WASTE YOUR MONEY!!!! spend your money in ikea”

Helpful Report

Posted 5 years ago

Thank you for your review. We are sorry to learn about your experience Emma. Please be advised as per your conversation with our team today your order is currently 3 Working days outside of our 'usual delivery timeframes' in which customers experience. We are sorry that your order is going to take a few more days until it is completed and as explained due to the COVID-19 despatch restrictions with transportation services from the despatch facility in which your order is released from this is taking slightly longer timeframes to that of our usual activity pre COVID-19 outbreak. We hope you can understand that this is a distribution issue experienced with many organisations with employee constraints in despatch centres with social distancing measures in place, this unfortunately is limiting workforce staffing levels which is resulting in extended timeframes from time to time with limitations in place. We are trying to reduce this and once again we can only apologise for this experience and that you have felt the need to share this. Had COVID-19 been something we could have prepared for we would certainly have implemented and managed our staffing levels adequately to deal with the high demand we are currently experiencing in our product offering. We hope you can understand the challenges we face today and trust you will be more than satisfied with your desk once it arrives in the next few days. Thank you for shopping with us and your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“You will have read similar reviews on this company several times before, ordered beanbag 6th April, 6 weeks later, no beanbag, no updates, won't answer the phone, very disappointing. I would say avoid!”

Helpful Report

Posted 5 years ago

“I placed an order for a beanbag, for my daughter's 10th birthday, at the beginning of April. Payment was taken immediately, along with confirmation of order. I was prepared for longer delivery, due to the current covid circumstances. However, no updates. No response to several emails. No answering of the phone. If the item is actually out of stock, please just tell me, give me a refund, so I can try and purchase it elsewhere. I'm so, so disappointed.”

Helpful Report

Posted 5 years ago

“TLDR: Do not use Found the website as it was selling a piece of furniture slightly cheaper than everywhere else. Payment was taken immediately, and confirmation of order received. My first concern was that we didn't receive any notification of expected delivery. Emails were not responded to, most of the time we didn't received even an automated response. Over the 15 times we rang, before we got through. He is reasonably pleasant on the phone. First time we were told that delivery would be by the end of the next week. It wasn't. Cue calling several more times, taking another 7 attempts. We asked to cancel, he agreed. We never received a refund. Still haven't. I don't think he ever intended to send our item. I don't think he intends to refund us. I assume the positive reviews here are from him.”

Helpful Report

Posted 5 years ago

“I wish I could leave 0 stars.. Placed my order on the 5th of April. The website says they are still operating as usual and delivery was to be expected between 2 and 5 working days. I have called them, left voice mails and sent emails and received no reply whatsoever. Terrible service and website. Wished I have read the reviews before purchasing. Not sure how this business still operates considering that what they are doing is basically stealing.”

Helpful Report

Posted 5 years ago

“I competely agree with a review below. Took my money; I heard nothing for weeks until I spent hour chasing by email and phone; was then told it would be weeks until my delivery would be expected - this would've been over a month for delivery of a very simple desk. I used another retailer and had a better desk delivered the next day. Please think twice before using this company. I have still not had a refund on my purchase”

Helpful Report

Posted 5 years ago

“If only I had read these reviews before making my purchase you receive order confirmation, money goes out of your bank pretty quickly and then............................................NOTHING, customer service - no one answers the phone or returns your call and no response to email?????? Average delivery time 5 days, 16 days for me so far with no information at all - VERY POOR On another note, purchased another desk from another retailer, arrived damaged, retailer has asked me to dispose!!!!!! and still not returned my money - WOW how does that happen, paid for two desks and have none Unfortunately only one star, there isn't the opportunity to put none”

Helpful Report

Posted 5 years ago

Thank you for your getting in touch Angela. Please note the item you have purchased carries a 'usual' delivery window of 5-15 working days, today is the 11th working day. You sent your first email to us on the 20th of March at 16.10 and our offices closed on Friday at 18.00hrs. The team have only returned back today from the weekend despatch centre closure and dispatching will resume again. Our delivery window is usually 5-15 working days purely because we use a specialist carrier for the glass desk you have purchased, your experience with another retailer is not relating to your experience to us and we are sorry you feel the need to share this with us, as far as the transaction is concerned with us this is on schedule at present and is not showing any issues to be concerned with. We are running a home event at present along with higher volumes of calls coming through from customers wanting quick deliveries on new desks in light of the COVID-19 outbreak, this could be one of the reasons you cannot get through at present but our teams are here and working hard to answer all calls as quickly as possible during these difficult times. Please accept our apology for not being able to get through to us however with regards to your comments on the poor service and delivery timeframe this is not outside of our advertised 'usual window' and for this we feel your comments are unfair. Once your order is ready for delivery scheduling you will be contacted by the booking team either by email or telephone call to confirm your delivery date prior to delivery commencement, we hope this helps provide you with some peace of mind. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 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