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

“No issues at all! Would not hesitate to recommend. Communications were slow at times but they do state timeframes so if you go by this my advice would be to leave them to it as the lady i spoke to told me they are using centralised depots at present and cannot always get immediate updates, my delivery arrives in good time so nothing to complain about, I did say to the lady however if they maybe had more info on the log in page for the orders progress stages this would probably stop calls for Customers chasing as most of the reviews which are negative appear to be related to poor communication. The company have a great product base and site looks professional, sounds like they just need an improvement with progress updates to me but other than that I have had a comfortable experience and the main thing is the product is mint!”

Helpful Report

Posted 4 years ago

“For the few that feel this is fraudulent I can confirm this is certainly not the case, we have struggle to get through a number of times as the lines are actively queued, if you wait and call at the right times you will get through but can only imagine with many working from home we all are trying to call at the same time. Despite some struggles on the phone we got through and I am happy to say our goods arrived all in one piece with a. Professional delivery service, item is now built and it is absolutely stunning. We ordered a Silas console, to be fair I think it looks better quality but than the price we paid, no complaining of course but just goes to show if you shop around not every company are here to rip you off. Haus it’s been great dealing with you, it must be difficult with the volumes you are experiencing to keep everyone happy but if it’s any consolation your doing a great job. Thank you for making our home a better place.”

Helpful Report

Posted 4 years ago

“Thanks to Joe, appreciated your support throughout my purchase online, new to online ordering, you were extremely patient with me. Order has now arrived yet but your team have advised this is due next week in from Germany. Look forward to receiving my workstation. All the best for now young man, keep up the hard work, these challenging times will hopefully be over soon.”

Helpful Report

Posted 4 years ago

“Haus Direct, thank you for deliverying our sons ordered in time for his birthday. I told you team I will leave a positive review if this arrived in time, it certainly did and my encounter with your business was second to none. Very informative team and process was seamless for us. We did see some upset customer reviews before placing our order but decided to give you a go, very happy we did. I can only imagine as COVID is slowly improving services worldwide things must be getting better for you as we did not have an issue reaching your team on 3 attempts we got in touch. Thank you again and we will be back no doubt soon. All the best from the Davidson family.”

Helpful Report

Posted 4 years ago

“Had no issues with my order, goods arrived a few days late but well worth the wait indeed. Would not hesitate to return, delivery driver was very friendly, cheapest mini office online as well!! Thanks for your services, it’s been a pleasure dealing with you.”

Helpful Report

Posted 4 years ago

“Placed an order on 5th June, credit card debited on the same day. Sent an e-mail to query delivery of my order on 10th June, no response! Phoned customer services on Monday 15th June, no answer so left a msg..... again no response! I can only think that this a a fraudulent website and will following up with my credit card company next week to report. Do not purchase from this website! I will be reporting to trading standards...... very disappointed. :-(”

Helpful Report

Posted 4 years ago

“My Advice - DO NOT BUY FROM THIS COMPANY. I had to go through my bank to dispute my order. They take the money, then you don't hear from them . I raised a ticket on the website. I called - numerous times no answer, I emailed 4 times. Nothing. The only thing I can assume is that they are a Fraudulent website. So I will be reporting them to Trading Standards......”

Helpful Report

Posted 4 years ago

“Placed an order on 7th may, still not arrived, sent 6 emails and not 1 reply, shocking service.”

Helpful Report

Posted 4 years ago

“I have had the same problem as most other people. Ordered a desk that was taking an age to be delivered so rang and cancelled the order. Over a week later I had not received a refund or an email confirming cancellation. Tried several times over a couple of days to contact the company but only ever got a voicemail service. Was getting very worried after then reading reviews of the company. Eventually though, I did get through and spoke to a guy who was very helpful and appologetic and explained that they were swamped with orders and very under staffed due to covid 19. He immediately sent me through confirmation of my cancelled order and money was back in my account the next day. I would re-order from this company when things settle down and have just experienced exactly the same problem with B&Q. Its just the current situation.”

Helpful Report

Posted 4 years ago

“Same for me as below....ordered a desk on May 26th and its now June 17th and nothing from Haus Direct other than an order confirmation. Sent a chaser and no response...now listening to the annoying muzak on the phone...actually, just got message after 6 minutes saing they are busy and leave a number. Ditto.. the Covid-19 sympathy but many other companies are now operating pretty much normally, and of 100% importance, keeping their customers informed. No information and no ability to connect = fed up and lost customer! The first and now the last purchase I will make from Haus Direct!”

Helpful Report

Posted 4 years ago

“Ordered a desk online .. expected delivery 10-15 working days. Im concerned over the desk not arriving due to nobody has emailed me back or would answer the phone. I understand with COVID-19 its hard for your customer service team just would like some reassurance on this matter???”

Helpful Report

Posted 4 years ago

“Fantastic product delivered from this company, can’t fault the quality at all, service could however have been a little better as it always took a while to get in touch but managed to get through after trying several times. I will however say when I did get though the team on two occasions were very in the ball. I would not hesitate in buying from these guys again. Thank you guys, my wife is happy so that keeps me in the good books.”

Helpful Report

Posted 4 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 4 years ago

“OK - so I appreciate that there will be delays due to COVID so I can live with the fact that i ordered my desk on May 11th and it's now June 12th and i'm still deskless. What i can't abide is the lack of communication from Haus which is woeful at best. When i call their Customer Care team i wait on hold for 10 minutes to get a message that I'm actually in Sales where there isn't anyone present to help me so please leave a message and someone will get back to me only for the Mailbox to be full. This is really shoddy. Maybe an email to customers who's delivery time has exceeded 15 days would be good but the very minimum should be the opportunity to leave a voice message. I was calling because no one had responded to the email I'd sent 4 days prior.”

Helpful Report

Posted 4 years ago

“Thank you Sam for your assistance to date. I’ve waited 5 weeks for my order, website stated 4-6 weeks, items were stocked in their Holland warehouse, Sam advised they operate from 18 different despatch centres. I did struggle occasionally to get through by telephone but Sam emailed me back when I needed any update so I personally felt at ease and am full of confidence In this companies ability to deliver as they have. Not only is the Giro bookcase of fantastic build it also came delivered with the hand tools to build it, they supplied me with a screwdriver and spanner. Absolutely amazed by attention to detail from them. Now for those who are complaining I can assure you give them a chance they are under immense pressures, poor guys are just answering calls back to back, if we stop calling let’s let them crack on with their actual daily tasks, if they are answering calls all day long how do you expect your order to actually get delivered if daily tasks are not completed in time. My advice is sit tight, my goods arrived during COVID times and in good time so for me I’ve enjoyed my experience. Thanks hausdirect.”

Helpful Report

Posted 4 years ago

“Very similar bad experience. Order placed on 17-May-2020 and full payment of £883 taken. Order confirmation received and that's it! I had no reason not to expect my order within the specified delivery time of 5-15 working days, even spoke to customer service and they confirmed the same delivery time frame. Haus Direct have made no contact about delivery. I've made several attempts to contact them since and they never respond. I have no idea if I will even receive my order or get a refund. Very disappointing.”

Helpful Report

Posted 4 years ago

“Now 4 weeks and I still have not received my order, spoke to customer services twice, on first occasion I was told my item was in Swindon (over a week ago), second time of speaking to them, they have no idea where my item is or when it g=is going to be delivered! Absolutely shocking, tried phone again, but after about 30 attempts I still cant get through to anyone, email customer care email, no response. Never experienced anything so bad in all my days of purchasing online. To say my child was disappointed on his birthday was an understatement.”

Helpful Report

Posted 4 years ago

“I too need to join the que below for a desk ordered and other than the order confirmed and £300 taken from my account on the 1st June 2020, I have received no confirmation about a delivery date despite emailing and calling Haus Direct. I'm furious to say the least .... Such bad customer service”

Helpful Report

Posted 4 years ago

Thank you for your early review Mandy. We are sorry to learn about your experience to date. We have reviewed your case and your first contact to us was 2 days ago, our team are closed on Sundays and your email communication from Saturday is only 1 working day into our team being in receipt of it. Our team have been in touch with you today and have advised you that the usual delivery window of the £219 item you have purchased from us carries a usual delivery window of 10-20 working days as noted on the product page under the 'delivery details tab'. We would not usually contact you on the 5th working day into your order which is today or before since being in receipt of your order unless there is an issue to report, we trust customers are adequately informed with our 'usual' delivery indicator displayed on our website, whilst this is not a guarantee it is a guideline to work from, we do however apologise if however you have had difficulties locating this area which is located directly below the add to cart button you would have clicked on to complete your transaction highlighted under the items size section. We hope this update helps provide you with some peace of mind and should you still not be satisfied with the level of service received we will happily issue you with a full refund. In regards to the service received so far there is little else we can offer you at the present moment until your order becomes available for direct despatch and due to your order date not being anywhere near the usual window at present we are running a priority queued system for customers who have made commitments in date order, we hope you can understand our current system in place and we can assure you we will ensure your order is seen to as quickly as possible with communication made when your order is ready for shipment to you. Thank you for giving us this opportunity and we hope hope you find our response helpful. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“All round positive experience. Products were slightly delayed but well worth the wait, my boy loves his Tee Pee bed. Thanks to Sam we made the right choice!”

Helpful Report

Posted 4 years ago

“Fantastic quality, ordered and they delivered, read reviews before ordering to as there are not too many I always take things like single experiences with a pinch of salt, if someone has a bad experience then always tend to go all out but even the larger companies can get it wrong. Thought I would leave my experience on here as I said to haus I would given Kirsty’s challenges in dealing with a few issues i did have with a delivery, 1 part was damaged but promptly replaced, given the unprecedented times I was very impressed how quick it came from Germany. You can often judge a company once they rectify an issue with aftersales care and I must say my encounter has been smooth and they have been very attentive. I’m guessing it they have thousands of customers from the sounds of it they only have 9 members of Staff answering calls so probably explains why some people are complaining with communication concerns. I saved a lot of money buying from here and I will certainly be back as I work with online businesses as a career and I can see this company have invested heavily making them credible in my eyes and that’s coming from a professional in the industry. Give them a chance I did and it was the best decision.”

Helpful Report

Posted 4 years ago

Haus Direct is rated 2.5 based on 410 reviews