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

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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

“Ordered a large bean bag for the garden in April. They took payment very quickly. It is now mid-August and our order is still processing. They do not answer the phone, they do not respond to emails. 1x email saying our order is delayed, which given Covid and everything going on is to be expected, but it's now August. We recieved an email saying we could cancel, so we tried to cancel. The link doesn't work. They do not answer the phone, they do not respond to emails ...... I know Covid has disrupted things but many other companies have coped very well. We ordred on April 5th and it is now August 17th...... We are planning on redecorating our whole house and building new bits ..... we won't be coming back to Haus. Sometimes you place an order to see what happens, as you may have some future plans. At least we now know how useless Haus are.”

Helpful Report

Posted 4 years ago

“Ordered a desk, they immediately took the money but I have received no update on the order and it is still listed as processing. I have since called, emailed and messaged the help desk to request a cancellation and refund and have had no response. Every time I call I get through to switch board and they can not help. Please can someone cancel and refund my order. I am reporting to my credit card company and trading standards. Thanks.”

Helpful Report

Posted 4 years ago

Thank you for your comments Elizabeth. We are sorry to learn about your 1 Star review. Please can we make you aware that you placed your order with us on 27th July and today is the 14 August (14 working days later) this item clearly indicates a 6-8 week lead time on the product page (HD-1002701) located below the 'add to cart' button labelled 'Delivery Details'. As discussed on the telephone today your order is released from our holding despatch centre in Holland, goods are required to be released in order for item (s) to be transported, if we do not allow for a transactions despatch to commence we cannot fulfil an order within the usually expected timeframes, hence the payment request submitted at the time of despatch from Holland, our system restrictions are something we are working on to educate customers along the transactions cycle to display more than just 'processing' as this will move to completed on the status change you will see which sadly is very limited in its functionality. What you do not get to see are the different levels of processing stages which take place and that is something we are working on at present, we apologise for the limited status changes you can access at present. The delivery window as explained today is set simply to facilitate the logically elements associated from getting the item from A-B, our timeframes also factor the queued delivery window's our teams are maybe experiencing at that point in time with high levels of demand or logistical delays with any one of our transport partners who may have their own reasons for delays which impact the general timeframes we experience as a whole, hence our 'usual' delivery guideline indicator available for every product. We value your custom and are very sorry to see your request to cancel your order, thank you for giving us this opportunity and once again we are sorry you did not see the delivery window noted online as this may have changed your experience with us had you known this was the delivery timeframe from the offset. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Very very poor. Ordered a desk 28 June, money was taken and confirmation sent. No sign of the desk and emails and phone calls to obtain a progress go unanswered. Really disappointing - I will be raising a chargeback dispute with my credit card issuer.”

Helpful Report

Posted 4 years ago

“Ordered a desk in June on the basis the website said it was in stock. The website also said payment would only be taken when the desk was despatched. They took the cash immediately! Despite numerous emails and calls I have not been able to get a response on delivery times. The next step for me is to reort them to Trading Standards as this feels like a scam.”

Helpful Report

Posted 4 years ago

“Ordered and paid for desk in june was advertised as in stock. Am still waiting for delivery date. Been trying to get through for weeks finally spoke to someone last week who said the in stock item had been Delivered from Germany. Had an email saying they would respond to my request for a delivery date over a week ago but guess what no response. Finally after trying repeatedly to get through today managed to cancel my order. Advise anyone else looking to order furniture from this company to go elsewhere. Customer service is shockingly poor.”

Helpful Report

Posted 4 years ago

“Ordered two chars on 19th of July. Tried to call the customer services several times but nobody answered the phone. once I tried and called the sales time and bingo, the phone was answered straight away. The lady tried to connect me with the customer care but she couldn't get hold of anyone. She promised to raise it with the higher management but had no response from them whatsoever. After getting fed up, filled a form to claim my money back through my credit card. The following day, I received a message from the delivery company to book a delivery day. Honestly, the delivery company ITD Express were way more impressive than Haus Direct as they answered my emails straight away and resolved the issues for us.”

Helpful Report

Posted 4 years ago

Thank you for your comments Hedayat. We are sorry to hear you have not had a good experience in reaching our team promptly and we value your feedback reflecting on the experience you have encountered with us. We would like to just breakdown your transaction a little further and hope you don't mind just to add further clarity with some facts in our defence, firstly you placed your order on the 19th July and today it is the 7th of July that is 15 working days, it appears you did not experience any issues with your transaction timeframe as your order has been delivered in the 'usual' 5-15 working days noted against the Dorset chairs you purchased from us, so there should be no concerns with your delivery timeframe, we hope this fact is evident in your experience with us. Secondly the number which you called to reach our team is the one noted on our contact page, this is a new introduction with additional support team members to help deal with the increased level of enquiries we are experiencing, we are pleased to hear the team were responsive in answering your concerns at the time. Your case was internally passed to our booking team which naturally prompted our couriers to reach out to you to confirm your concerns raised at the time. We advertise a usual window for delivery completion, this is not a guaranteed window but an good indicator to use at the time of your purchase. This delivery information is noted below the 'add to cart' button, if this is noted by you for a future purchase it may help settle any concerns you have on your transaction as we have made no wrong doing on your transaction in regards to the timeframe. Our transport partners ITD always book in our deliveries for transactions in which they oversee, we are pleased to learn they have carried out the services as expected, they are a great ambassador of our brand and we will pass on your comments to them. Thank you for taking the time to share your feedback, we hope you don't mind us reaching out to you as we feel your 1 star rating is a little harsh in relation to the services and timeframe along with product quality you have received from our company on the whole. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Ordered a desk on 9th June and have been chasing on when I will receive the item ever since. I eventually got hold of you at the end of July and you explained the desk you received from your supplier was the worry colour but you had the plain white one in stock. I accepted the plain white desk and you said it would be passed to your courier company to arrange delivery. This was now 2 weeks ago and I have had no communication from them or you. I have emailed and tried calling but no response. Very poor and disappointing service and still have no idea if or when I will receive my order.”

Helpful Report

Posted 4 years ago

“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 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 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

Haus Direct is rated 2.5 based on 410 reviews