Haus Direct Reviews

Name: Haus Direct
Address: 185, Newgate Street Retail Store, Bishop Auckland, Co. Durham
Rating: 2.52

2.5 Rating 406 Reviews

37 %

of reviewers recommend Haus Direct

Company Reviews

Questions

Metrics

2.5

Based on 406 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: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 3 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 3 years ago

“So disappointed !!!! Ordered the Richmond desk on the 10th May payment was taken on the 11th !!!!! Still no delivery And it’s the 13th June again like the rest of you I have phoned no answer , I have emailed no response . This give me no confidence in this company . What company does not get back to you answer calls or reply to emails Disgusting customer service . All we need is confirmation and to enlight to when we will receive our PAID FOR goods”

Helpful Report

Posted 3 years ago

“Pretty convinced this is a scam company. Don't deal with them. They'll take your money but you won't get your goods. I placed an order in early July - heard nothing and it's now November. No replies to emails, calls or letters for months. No confirmation dates for orders, no follow up when you raise tickets on their website - even if you cancel. Should you be unfortunate enough to have placed an order without reading the reviews, the best advice is to get your credit card company to report this as fraud and claim the money back through them as a charge back. Just show the evidence of how many times you've tried to contact the company. NB a company with a suspiciously similar name (Haus Ltd) went bust in 2021 and they appointed solicitors to deal with the wind up. Those solicitors told me they had stopped the bank account to that company but that as Haus Direct is not a Limited company we can't know if it's the same group of people who went on to set this one up. Shame there's no zero-star option”

Helpful Report

Posted 1 year ago

“Do not use this company. I ordered a desk in Feb 21 and still haven't received it in May (well outside the 6-8 week delivery time). I emailed 3 times, no response. I called and was told on each occasion that a message would be passed to customer services who would contact me, Nobody ever did. On the last call I asked what the complaint procedure is as I wanted to escalate my concerns. I was told all that could be done was to pass my message onto the customer services team. I said I wanted a refund and asked how I went about that. Guess what? I was told all that could be done was to pass my message onto the customer services team. I asked for the name of a manager. I was told all that could be done was to pass my message onto the customer services team. But the customer services team seem incapable of returning a call or responding to a query? I've lost all faith, so I've now passed this dispute onto my credit card provider. I've also raised a complaint with Trading Standards as this company are being obstructive at best, dishonest at worst. I'd encourage anyone else who has suffered this appalling service to do the same, as until more complaints are logged Haus will continue to treat customers with the same contempt they have me.”

Helpful Report

Posted 2 years ago

“Really poor customer service, do not answer phone or emails. Still waiting for overdue order and cannot get through to talk to anyone 12/5/21”

Helpful Report

Posted 2 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 3 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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

“I must admit I was incredibly sceptical after reading all the bad reviews on Trustpilot, but I'm so glad I went for it and ordered my desk! Customer service was fantastic, my order arrived well in advance and the courier bought it directly to my flat. Couldn't be happier. Sorry for doubting you!”

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 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 3 years ago

“I ordered desk on 26th May - it said "in stock - 5-10 days delivery" I finally received desk today on 28th July I like the desk, it's well made, was well delivered by couriers with good communication and updates and was a good price I didn't like the two months of my life I wasted on countless emails, phone calls, social etc. to try and get updates Pause your advertising, employ more staff and be better at customer service Also don't say items can be delivered in 10 days when they can't To those worrying that this is a scam, they aren't, they are real, they just have some significant problems managing their business at the moment - and if they've really had 8x increase in demand - then my sympathy is limited - how many businesses in the UK would kill for any increase in demand at the moment - lots”

Helpful Report

Posted 3 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 3 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 3 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 3 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 3 years ago

Haus Direct is rated 2.5 based on 406 reviews