Haus Direct Reviews

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

2.5 Rating 410 Reviews

37 %

of reviewers recommend Haus Direct

Company Reviews

Questions

Metrics

2.5

Based on 410 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 70%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Over A Week

Visit Website

Phone:

01388 602 640

Email:

Sales@hausdirect.com

Location:

185, Newgate Street Retail Store, Bishop Auckland
Co. Durham
DL14 7EL

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Haus Direct 5 star review on 29th June 2020

Gemma Hill

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Extremely poor service and below average quality product . £265 and I’d say worth maybe £100 at best and probably be in charity shop soon .a long four months delivery after countless Emails to inquire about the multiple delays and I did try to cancel by Email and letter only for the item to appear after I sent my cancellation letter. Shocking experience ,avoid.”

Helpful Report

Posted 2 years ago

“I ordered a bookcase inNovember 21. Had a confirmation and money was taken. In JANUARY I had a message the order was being processed. Since then nothing. No reply to emails, impossible to get phone contact (queues, then recorded message saying calls are high). I have left messages but heard nothing. It is now 8 March and I have paid £200 to this company and received nothing. Disgusted.”

Helpful Report

Posted 2 years ago

“I placed an order for a desk which was supposed to be delivered within 3-5 working days. Over 3 weeks later, several emails (not responded to) and phone calls (not taken because of "experiencing high volume") I'm now having to assume I am not going to receive the desk and dispute the payment via my credit card company. A complete and utter waste of my time. I try really hard to go direct and support smaller sellers rather than resorting to having to go to the bigger distributors but when this kind of thing happens, it makes it really difficult.”

Helpful Report

Posted 2 years ago

“Thank you HAUSDIRECT, made a purchase on Jan 5th delivery was made yesterday and was such a pleasant experience, I spoke with a very friendly man called Joe and he was fantastic in assisting me with our purchase from the start to finish as I had an assembly issue yesterday and he managed to help sort it out, it was my error but felt the need to come on here and leave a review as these guys work very hard and everyone on here seems only complain but to actually go out your way and write something constructive is equally as important. The build of my Silas console is perfect, very well built and the packaging was probably the best well secured packaging and thickness of cardboard I’ve ever seen, maybe because it came from the Netherlands possibly but it really is better in real life than in the images which is I am overwhelmed with. Fits perfectly in our hall way. Big thank you to Joe and the team and also thank you to the driver as he rang me as requested 1 hour before delivery. The fine details most people forget to feedback on but service was exceptional and delivery within 4 weeks and advertised was 6-8 weeks. So prospective customers they are real and not everyone has a bad experience, make your own judgement. Wishing you all the best. Wendy Close Bedford”

Helpful Report

Posted 2 years ago

“I would be very wary of this company. I ordered a cabinet back in August, which had an expected delivery time of 5 weeks. Payment was taken immediately despite the claim that payment would only be taken on dispatch. I have still not received the item. I have tried to call several times, either the phone is not answered or the person I spoke to can't help. i have emailed now requesting a refund. If I hear nothing back I will have to resort to legal action.”

Helpful Report

Posted 3 years ago

“I placed an order in August for a Vanity unit, it still hasn’t arrived! I have called constantly and been told like many others that someone will call me back, surprisingly this has not happened. I have also tried emailing and again nothing! This is absolutely disgraceful and I certainly won’t be using or recommending this company to anyone. I wish I’d read the reviews now before placing an order!”

Helpful Report

Posted 3 years ago

“Do not use this company the item I ordered was due in 10 to 20 days , on day 20 I phoned to enquire where it was and have been phoning ever since , you get to reception but they can't put you through to the necessary department as all lines are busy , so I asked to cancel the order but you can't do that as you need to get through to the other department . They also state that the money will only be taken when the item is dispatched but my payment left my account the day I ordered . Be warned”

Helpful Report

Posted 3 years ago

“I am becoming increasingly concerned. My item was due for delivery 6 weeks ago and I have had no update on the delivery status. I have had no response to emails and have been told twice that someone will call me back with an update. The last lady I spoke to was very abrupt and quite rude. If I don't receive a call today I will be taking legal action. I paid almost £700 for a table that I don't even have. Terrible customer service. I would not recommend this company to anyone! A concerned 'customer'.”

Helpful Report

Posted 3 years ago

“Terrible, terrible, terrible. Absolutely zero customer care. Don't respond to emails. Don't answer the phone, and don't call you back when you leave voicemails. And don't even try to attempt to send anything unsuitable back!”

Helpful Report

Posted 3 years ago

“Ordered an expensive console table which took two months to arrive. Part of the table was missing and the top of the table was so bowed it was impossible to put together. Customer services have been unable to come up with a solution in two weeks, and now the phone just rings out when I call. I'm worried they may have gone into administration?”

Helpful Report

Posted 3 years ago

Hi Alice, Thank you for your review. We are sorry to learn about the part missing from your delivery and alos the bowing top you have reported. We can see you have had several calls with our team and we also note the remedy to the matter has been concluded with the replacement of both parts which you are fully aware of and agreed on to conclude on this. You are also aware that the parts coming directly from the manufacturers as this is a supplier issue and they are based in Holland. We are unsure as to why you feel we have not managed to come up with the solution in 2 weeks as you spoke directly with our team last week. If you still have an issue please contact our team on 0333 242 0688 if you have a continued 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, thank you for your patience. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“DO NOT PURCHASE FROM THIS RETAILER No updates on my order - of 'in stock' items, can't get hold of any updates through their reception / customer contact lines, can't get a refund having asked three times and been told someone would return my call. It's essentially just a scam website at this stage.”

Helpful Report

Posted 3 years ago

“Ordered 2 sofas, both showing in stock and 10-20day delivery period. Zero contact from the company, had to chase constantly, 3 months later I've had to cancel the order, still waiting for a refund. Disgusting zero level of customer service, no contact back complete waste of time.”

Helpful Report

Posted 3 years ago

“Happy with our experience despite initial concerns from reviews seen prior to making purchase, would not hesitate to buy again, product supplied as described and better than images to be honest. Delivery arrived earlier than advertised timeframe, thanks for everything, just goes to show don’t believe everything you read. Well done HAUS DIRECT for keeping your word, sorry to have doubted you initially.”

Helpful Report

Posted 3 years ago

“Sent an email on 19th June asking for an update on my order, heard nothing back!”

Helpful Report

Posted 3 years ago

“I emailed on 5 June to say the table was delivered but was damaged. 16 June now and not received a reply.”

Helpful Report

Posted 3 years ago

“If I could give a 0 star rating I would… Ordered a product back at the start of February, it had a 6-8 week order window which was fine. This came and went quite fast. During the process I received no update from the customer service team who I imagine were being bombarded with similarly disgruntled customers. I was told on numerous occasions, when I eventually could get through to the customer service department on the phone, (any time I emailed I was blatantly ignored) that It would be dispatched next week. Well next week never came and Its now nearly the end of May. I have finally made the decision to cancel my order after possibly the most horrendous customer service experience I have ever been a part of. I have now got to wait up to a further 28 days for a refund! An absolute joke of a business. Do yourself a favour and steer clear of this business and service. They are low ratings on most review platforms for a reason. AVOID AT ALL COSTS!”

Helpful Report

Posted 3 years ago

Hello Will, Thank you for your review. We are sorry to hear about your experience and to also learn about your cancellation request. We understand it must be very upsetting to be without your product to date especially when the usual delivery window is 6-8 weeks, anything outside of this will always feel like an awfully long time to wait especially if you are counting down the days. We have recorded your communication with our team and we can see that you had engagement with our team on many occasions, we have the first contact noted as 22nd February 2 weeks after placing your order chasing us for your delivery date despite our 'usual' delivery window stating 6-8 weeks, we of course reiterated the timeframe as our guideline states against your products 'delivery details' expectations with hope this would set your expectations from the start. You called back on the 25th March chasing your order again, we understand you were upset at this point as this was a key feature for your home. At this point we followed through with your update request and advised on the delay your order was experiencing coming in from Holland and that this would be very likely to be fulfilled after the 8 week mark due to Brexit related delays outside of our control relating to transportation disruption at the time, options were also given to cancel your order and issue you with a full refund which you advised you would continue to wait, we have reminded you of your consumer rights on more than one occasion which you have been entitled to exercise at any point. 26th April you contacted our central office team for the first time and our team advised you that it had left Holland and that was due in the following week, we also advised that the break down service can take 3 working days before passed on for scheduling stages, again we are sorry if the 1 week had passed but this was only a few days outside of the projected date we gave you first time round, unfortunately due to customs clearance processes we cannot foresee hold ups being 1-2 days later than expected and for this we are very sorry that we failed you on the actual turnaround being a few days longer than advised. We later received a request on the 10th May to cancel your order, we notified you once again in writing that your order could not be cancelled whilst in transit stages unfortunately and that this would be stopped only once the item arrived into the third party courier service centre we use for this brand, we can confirm that your order has arrived in now and our team have put a stop to this product from going out as per your request which is why you are not receiving any further updates on the delivery, your review notes you have only cancelled today as no update has been given, you actually notified us on the 10th of May so we had no further intention to make delivery arrangements unfortunately and only a refund, we are sorry if you still wanted this product but we have been advised differently from you which we find a little baffling. Please note the refund process can take up to 7 working days from the cancellation stage not 28 days from date of request, 28 days is only if your order has been delivered and you changed your mind it is a generalised window which you would have seen in our terms and conditions, this does not apply to every customer case and is based on many factors as to why a refund can take this length of time, if however a product is not delivered and is simply stopped refunds are faster, please refer to our T & C's on why a refund can take up to 28 days. We hope this adds clarity to your situation and once again we are sorry to see you go, we understand you are upset and wish to share your experience however we feel in our defence we should also state some facts as the information you have noted is not the full experience you have encountered with your transactions interaction with us and is very one sided. Nonetheless our team are dealing with your request as noted in our communications to you already and we aim to have this resolved for you as quickly as possible as per our contractual obligations. Thank you for giving us this opportunity and we are sorry it has not been a more positive experience for you on this occasion. Customer Care Team H A U S D I R E C T

Posted 3 years ago

“I would not hesitate to buy from HAUS again, pleasant experience, ordered a Morris desk item took 3 weeks longer than expected but it was well worth the wait. Delivery service was spot on, I was told when I spoke with Sam about the delays due to Brexit which I accounted for so was nothing too alarming, I have the same issue with Hillary’s blinds and they are even quoting longer timeframes. On the whole this company deserve more credit, we have called the website number 3 times since placing the order and got through just fine to the CS team. Keep up the hard work, can’t always please everyone and especially with high levels of sourcing difficulties many are suffering with, you pulled thriving HAUS so good for you. Best Wishes Sue Welsh”

Helpful Report

Posted 3 years ago

Hello Sue , Thank you for taking the time to leave your feedback, we appreciate your comments and it is great to learn about your transactional encounter with us. we apologise for the delay you experienced. We value your custom and look forward to hearing from you again. Best Wishes from us all. Customer Care Team H A U S D I R E C T

Posted 3 years 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 3 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 3 years ago

“Pleased with our experience with HD, communication was fine from the company, not sure what people would expect, placed my order, confirmation received immediately, website stated 10-20 working days average delivery time, goods arrived on 14th day. From email confirmation 2 days before delivery received booking email and despatch notification from HD, what more do you need? Maybe as a frequent shopper online I don’t need my hand held but some people seem to complain about everything. It’s a great shame as I read reviews here before ordering, if I was not savvy and of course realise by purchasing on my MasterCard I as a consumer am protected others however are more likely to shop elsewhere if not aware of protection in the event a company if fraudulent, this to me is not a true representation of HD, they were fantastic in my experience and have delivered what I believe is a top quality product. I will not hesitate to shop here again and I think all customers should give them the opportunity. Let’s be honest complainers will always complain, I’m in support of leaving positive reviews and give credit where credit is due. Thanks again and hope you can win more customers over as you have a great business and product offering.”

Helpful Report

Posted 3 years ago

Haus Direct is rated 2.5 based on 410 reviews