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

“Looking at the other sad reviews recently, I feel my experience with Haus Direct mirrored exacltly in them. I placed an order at the end of May for a bed. I called them a week later to see when delivery could be expected and was told the bed should be received in about 2 - 3 weeks. It's now been over 5 weeks from the original order. I phoned 3 times over the last week, only to be told by the switchboard operator that she'll pass on a message and someone will call me back within 48 hours at the latest. Sadly, I have not had a single call back. On requesting to be given a direct number to the relevant department, I was told there is only the switchboard number. I also raised a ticket on their website a week ago, requesting urgent confirmation of a delivery date, and also left a message on their answer phone. Again, no reply. I am impressed that on this review website someone from HausDirect is clearly at pains to answer the multitude of unhappy reviews. If only the same level of care would go into dealing directly with customer requests for updates on delivery dates, maybe they could avoid all these unhappy reviews in the first place? Long delivery times are one thing - if customer were kept clearly updated about projected delivery times, with any potential delays flagged up ahead of time - and they were clearly advertised. However, the listing on the website is actually quite deceptive. The most noticable thing on the page is the "in stock" "only 8 items left" line. However, he sad truth about 4 - 6 weeks lead time, can only be seen after clicking through a drop down menu towards the bottom of the page which customers may or may not spot. It is interesting to note that the order confirmation states that the payment won't actually be charged until the item is dispatched "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." This is however clearly not current policy as my card was charged when I placed the order, which further led me to believe that delivery would be swift as the item was clearly shown to be "in Stock" on the order page. Also, there was no mention on the order confirmation that the delivery would be 4-6weeks, which might have been helpful to avoid any confusion. Having waited for so long now for the delivery of the bed, I am would hate to have to cancel this order. Based on the total lack of cummunication and customer "care", however I am afraid I am fast running out of trust that the bed will ever be delivered, so I fear I may have to start the unhappy business of cancelling the order and if necessary get trading standards involved as well - unless things change within the next few days. I don't normally leave reviews - and I hat having to leave bad reviews, but as their customer "care" appears non-existing - and this appears the only way to get any response from HausDirect - I feel I am left with little choice than to speak out in this way.”

Helpful Report

Posted 4 years ago

“Placed an order for a desk on the 8th of June and delivery was expected to take between 5-20 days. Waited for the 20 days to pass and emailed Hauss Direct to chase up the order having received no order update. No reply to the email. Sent another email on the 24th June, still no reply. Phoned the number on the website and someone answered very quickly. The person I spoke to informed me that they could not chase the order but would speak to someone who could and that person would contact me within 48 hrs. Waited 48hrs, heard nothing. Phoned again after the 48hrs and was yet again informed that someone would contact me within 48hrs. Again, I heard nothing. Phoned again this morning and this time it went through to the switchboard. The lady I spoke to informed me that she could not chase the order but would look in to and someone would contact me within 48 hrs. I explained that I had been told this would happen on the previous two occasions and I was still waiting for any contact from the company. I asked if I could be put through to customer service and she stated that it was only the switchboard and she was not able to do that. I then asked if I could speak to the Manager/Owner. Again I was told that she could not put me through. I thought the role of a switchboard controller was to connect people to the correct departments. This company have had my money now for 29 days so I am out of pocket with no desk to show for it. I have had no communication from this company throughout this time. Please just be honest and contact your customers to inform them what exactly is going on and if the orders can not be fulfilled, please offer a full refund. I shall now be contacting Trading Standards and my bank to start the recovery process to recoup the money.”

Helpful Report

Posted 4 years ago

Thank you for feedback Rachel, We are very sorry to hear about your negative experience with us on your transaction to date, we are also sorry for the limited contact you have received. We understand contact has since been made and that you have resolved your concerns with our team today with a satisfactory outcome. As advised the working days are Monday-Friday and your order is not actually delayed at present, our team would only make contact usually if there is a delay and with this being in transit it appears your delivery window is going to experience a short extended delivery window of 3-5 working days outside of the usual experiences on this item, which at present is not an excessive delay given the volume of despatching currently being undertaken. We are sorry once again for your experience to date not being a positive one and we thank you for giving us this opportunity. We hope our teams reassurances today help reinstate your confidence in our company. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“The worst company ever Ordered a desk 6 weeks ago..money taken instantly however no goods have ever arrived. calls made to the company and you just get fobbed off by the receptionist. - she even promised to refund me that’s day - no surprise it didn’t happen Emails sent but no one bothers to reply Now reverting to the ombudsman and trading standards All I want is my money back as you have taken payment for fresh air.”

Helpful Report

Posted 4 years ago

Thank you for feedback Nicola, We are very sorry to hear about your negative experience with us on your transaction to date and that your delivery has been 2 weeks delayed. We understand contact has since been made and that you have resolved your concerns with our team today with a satisfactory outcome. We are sorry once again for your experience to date not being a positive one and we thank you for giving us this opportunity. We hope our teams reassurances today help reinstate your confidence in our company. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Potential Fraud - Purchased a locker paid - sent invoice with no delivery date - waited 2 weeks - nothing I then started contacting Haus Direct - 3 emails (all ignored) & 4 phone calls (all ignored) - no one from Haus Direct bothered to call us back or make any attempt to answer our query of when the item would be delivered - several weeks later had to contact my bank to sort this out! This is the worst customer service I ever did see - Terrible - steer clear!”

Helpful Report

Posted 4 years ago

Thank you for your early feedback Rachel. We are sorry you feel your transaction with us maybe fraudulent, as we have reassured you by telephone service that this order is queued in our system and as advertised clearly on our website this carries a 4-6 week lead time. Your order will unfortunately not be delivered before 4 weeks as we state the delivery window for a reason and if you have missed this we are sorry should this not have been clear at the time of purchase. Please refer to the 'delivery details' table located below the add to cart button you would have clicked on when completing your transaction. We are very sorry to learn about your difficulties in reaching out team, your call on Thursday was noted that a call back will usually take 48 hours this is Monday to Friday and contact has been made today, we hope this provides you with some peace of mind. Please note we have updated our contact number on our website contact page, please use this telephone number moving forward which will get you straight through to the team within less than 1 minute Monday to Friday between the hours of 9am-6pm. Unfortunately due to a large volume of calls we are experiencing at present the telephone number noted in your email by default is being directed to only a small team and therefore calls can take longer than usual to be answered and responded to, please refrain from using that number if possible and please use our new number which will certainly ensure your call is answered promptly by a member of the team. In regards to your order and timescale, please note your order is on track and is certainly not delayed, we require customers to allow for the usual delivery windows noted as these items are often high in demand items and maybe shipped from european despatch centres hence the extended timeframes noted online. We try to keep this as transparent so you can see the indication before making a purchase, presuming it will be with you quicker we can imagine no doubt will always lead to your disappointment and once again we are sorry if you felt this should have been delivered sooner. We are also sorry to learn you feel our service levels are not satisfactory we will of course happily issue you with a full refund should not wish to wait any longer. Thank you for giving us this opportunity and for your patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Utterly abysmal customer service - no contact, no delivery date, no refunds.”

Helpful Report

Posted 4 years ago

Thank you for your feedback again Mr Pearson. You have just left a review and appear to be leaving a second review minutes later. We are sorry you feel the need to send another review within a few minutes of your first review. As we have stated in our response to your earlier review we are sorry to learn about your difficulties in reaching out team. Please note we have updated our contact number on our website contact page, please use this telephone number moving forward which will get you straight through to the team within less than 1 minute Monday to Friday between the hours of 9am-6pm. Unfortunately due to a large volume of calls we are experiencing at present the telephone number noted in your email by default is being directed to only a small team and therefore calls can take longer than usual to be answered and responded to, please refrain from using that number if possible and please use our new number which will certainly ensure your call is answered promptly by a member of the team. In regards to your order and timescale, please note the product you have purchased clearly states a 'usual' delivery window of 10-20 working days, you placed your order on the 17th June and your fulfilment window is still within our 'usual' timeframe at present with this order not being late, so your wait to date is perfectly normal as your item arrives in from our Germany despatch centre. We are sorry to learn you feel our service levels are not satisfactory we will of course happily issue you with a full refund should not wish to wait any longer. Our team will contact you shortly to discuss this matter further. Thank you for giving us this opportunity and for your patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Extraordinarily poor customer service. I've been waiting over a month for any news at all about the delivery of a desk I ordered. I've called the sales line a dozen times, sent emails, left tickets on their help desk system and have had no replies at all. They took the money immediately, but I can't even get in touch with them to arrange a refund, despite trying several times. Utterly shameful.”

Helpful Report

Posted 4 years ago

Thank you for your feedback Mr Pearson. We are sorry to learn about your early review and difficulties in reaching out team. Please note we have updated our contact number on our website contact page, please use this telephone number moving forward which will get you straight through to the team within less than 1 minute Monday to Friday between the hours of 9am-6pm. Unfortunately due to a large volume of calls we are experiencing at present the telephone number noted in your email by default is being directed to only a small team and therefore calls can take longer than usual to be answered and responded to, please refrain from using that number if possible and please use our new number which will certainly ensure your call is answered promptly by a member of the team. In regards to your order and timescale, please note the product you have purchased clearly states a 'usual' delivery window of 10-20 working days, you placed your order on the 17th June and your fulfilment window is still within our 'usual' timeframe at present with this order not being late, so your wait to date is perfectly normal as your item arrives in from our Germany despatch centre. We are sorry to learn you feel our service levels are not satisfactory we will of course happily issue you with a full refund should not wish to wait any longer. Our team will contact you shortly to discuss this matter further. Thank you for giving us this opportunity and for your patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Think i've been frauded!! Place an order 10th June (almost 4 weeks ago) I have had zero correspondence with them since, I have sent numerous emails asking for an update on my order - not one reply. I tried to call their customer service number and I am on hold for a long time and then there is an automated messaged saying, no one is there to answer the call, please leave a message .... and then another message saying voicemail mailbox full. I am really regretting purchasing from this site.”

Helpful Report

Posted 4 years ago

Thank you for your feedback Liz. We are sorry to learn about your early review and difficulties in reaching out team. Please note we have updated our contact number on our website contact page, please use this telephone number moving forward which will get you straight through to the team within less than 1 minute Monday to Friday between the hours of 9am-6pm. Unfortunately due to a large volume of calls we are experiencing at present the telephone number noted in your email by default is being directed to only a small team and therefore calls can take longer than usual to be answered and responded to, please refrain from using that number if possible and please use our new number which will certainly ensure your call is answered promptly by a member of the team. In regards to your order and timescale, please note the product you have purchased clearly states a 'usual' delivery window of 4-6 weeks, so your wait to date is perfectly normal as your item arrives in from our holland despatch centre. We are sorry to learn you regret making your purchase and of course should you not be satisfied with the waiting time and service received we will of course happily issue you with a full refund. Our team will contact you shortly to discuss this matter further. Thank you for giving us this opportunity and for your patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Great service and staff very attentative, My experience has been very pleasant indeed and for those who may not have been as fortunate it’s a great shame as some of these comments really seem far from the truth as I got more than I thought I would receive, maybe give them a chance buyers as I would certainly not hesitate to buy from this company again, team are very pleasant to speak with and one or the managers called when I expressed some concerns before ordering and the gentleman was very professional and reassuring. Pleased I went ahead with my purchase.”

Helpful Report

Posted 4 years ago

“Made a purchase 14 days ago, banana plant delivered well within the timescale. Very pleased with the quality of this item, looks very real given it is artificial. Thank you for your prompt delivery and product quality, Lauren advised you offered unique products and this is certainly something you can source in the high street. I will be back.”

Helpful Report

Posted 4 years ago

“Possible Fraud!!!!”

Helpful Report

Posted 4 years ago

Thank you for your feedback. We have noted your status us "unverified" could it be that you are maybe a hoax and conducting fraudulent spamming? We unfortunately cannot identify you as a customer nor see a name. Should you have a genuine concerns please contact our team on the 0333 telephone number provided on our contact page on our website and our team will be more than happy to support you further should you be in need of any assistance. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Ordered desk 25th May (order 6030) and advised 10-15 even though said in stock. When called turned out in stock meant in Germany! Waiting and still no contact at all and no response to email. Called and customer service actually slagged off own warehouse and said they can’t get through to most of the time, but that my order was now in country and a priority as one of 2-3% well overdue but still unable to say when will receive, given it another 8 working days and still nothing at all. Called back and continuously goes to answerphone. Look up the head office on street view, it’s basically a corner shop! Lost all trust in this company and if no contact by earlier next week I will we contacting trading standards and police and visiting HQ in person.”

Helpful Report

Posted 4 years ago

“Placed an order on the 22nd May. I received no follow up contact regarding its status and delivery date. I called and spoke to a person in sales who told me that they are struggling with customer service volumes but on checking the order said it would be in th warehouse the following week and then sent out for delivery. That was 4 weeks ago. Not a word since. I called several times but the voicemail said the customer arrive voicemail machine was full and taking no more messages. Finally last Wednesday I got through and spoke to a lady called Lauren who introduced herself as the “receptionist” and promised a call back within 48 hours from customer service. It never came. Completely fed up with this untrustworthy retailer and will persist with the fulfilment of my order or a full refund in the coming week.”

Helpful Report

Posted 4 years ago

“I ordered a sofa last Friday and received it today, within a week and no problems. I had read a lot of bad reviews after i had purchased the sofa so was worried I would not receive this, however I was informed on the delivery times and everything ran as planned.”

Helpful Report

Posted 4 years ago

“Waited almost 3 months for my desk, which said 5-10 days delivery when I ordered it. Repeatedly lied to by customer service, and then it’s impossible to get hold of them again, called dozens of times. Appalling. Have asked my credit card for a refund.”

Helpful Report

Posted 4 years ago

Thank you for your feedback Julia we are very sorry to learn about your experience to date. With regards to the timeframe you have experienced we can see you have actually waited for 37 working days since placing your order to date with your order showing for delivery for next week given today is Friday and the despatch centre being closed over the weekends as advised to your partner today. Sadly the unforeseen logistical delays have impacted a number of transactions for desks at present on certain models and we are very sorry for your experience being caught up in this delay, we appreciate this is not ideal given the urgency for most customers at present for desks and we can only apologise for this resulting in your cancellation request. We have noted you have been in touch with our team within the last 1 hour and have instructed us to cancel your order and issue a full refund, we can see that this has been followed through as per your request, if you have raised this with your credit card we will happily challenge this with them directly. Please note if you use the telephone number advertised on our website contact page calls are answered within 1 minute Monday to Friday between the hours of 9am-6pm. This was introduced last week and is certainly a big help for making contact with our team during these exceptionally high periods of demand for our products and services, we have acknowledged the fact call times and communications have extended beyond our usual turn around times and are trying our utmost now that government guidelines are changing to increase our staff work force to cope with the exceptionally high levels of demand. We believe moving forward we have a stronger customer care infrastructure. We are very sorry once again for your overall experience not being a satisfactory one and we apologise for the inconvenience caused to date in your order not being fulfilled within the next expected timeframes at the time of purchase. Thank you for giving us this opportunity. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Fulfilling my promise to change my terrible review. Ordered a desk 10th May and like everyone else seemed to experience no communication or updates. Frustrated calls unanswered, messages left and no return call. After I left a message claiming I was currently claiming a chargeback I received a call from Tom. Long conversation and explanation of not being able to keep up with demand. Ultimatum of one more week and if still not received chargeback would be requested. Fast forward to 02/07/20 - desk arrived Tom you kept your word!. Still need to work on customer service but I eventually received my item and very pleased.”

Helpful Report

Posted 4 years ago

“Third day runnin that I have tried to speak to someone at Haus Direct. After about three minutes it simply goes to Voicemail and no ability to leave a message. No responses to e-mails and more importantly, no delivery of item ordered on May 26th and which was showing as in stock!!! Beginning to wonder about this company.....further update tomorrow.”

Helpful Report

Posted 4 years ago

“My Order was never processed or sent!! Very disappointed. Need a refund immediately”

Helpful Report

Posted 4 years ago

“An absolutely rubbish company if you ever need to chase or follow up an order. Only use this company if you don't mind repeatedly sitting on a phone for hours to then find a full phone mailbox and get cut off. Promises to call back when you do get through to a receptionist are not fulfilled. I can only assume the lines are always busy because they can;t fulfil customer requirements.”

Helpful Report

Posted 4 years ago

“Very happy and satisfied with my purchase, called the new 0333 number and the team managed to get me through to the sales team, placed my enquiry to confirm if two items matched, Sam was brilliant almost ordered the wrong items didn’t realise the grey gloss and the grey glass were offered in the office range but thanks to Sam managed to co-ordinate the correct pieces. Items arrived from Germany in 3 weeks, delivered 2 days outside the delivery window but that’s to be expected and to be honest. Delivery firm were brilliant, great experience and first purchase from Haus direct. It will certainly not be my last. You have some lovely items. Thank you for looking after me during my purchase.”

Helpful Report

Posted 4 years ago

“I ordered my office desk 18 May 20. The website stated that 15 days the deliver date even the time of covid. After a month no office desk delivery, no one picking up the phone to check my order, I sent several emails but no one bothered to reply my emails. All contact details are useless as they dont care with a customer like me. I found the facebook page and lucky I got a reply after one day. I cancelled my order and the staff I’ve spoken told me my money will be returned after 3 days. Now almost two weeks my money still not return and no one answering again my messages. They gave me a new number but its not working! It Useless!!! I’m not recommending this shop and big regrets”

Helpful Report

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