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

“Ordered a large bean bag costing nearly £200, the item came in good time to be fair but it was too big and I wanted to return - I didn't even take it out of the packaging fully. Still no response, emails, tickets, called numerous times which seems to be the same thing every time. Also does the same when you call after hours which doesn't make sense to me. Although they delivered, customer service is abysmal - I appreciate the circumstances but if I can receive sales emails from them surely I can receive a return address and my money back.”

Helpful Report

Posted 4 years ago

“Thank you haus direct, great console table from the Silas range, I was let down by cuckoo land but came to you and managed to save money and get in delivered in good time. No hassle with my purchase and pleased I have found you as we want a few more pieces to match. 100% Genuine from my experience, it’s very easy to write negative comments they deserve more credit, had a good chat with the sales team and we actually had a chat about “who actually really goes out of their way to leave a positive review these days?” Well here I go with my positive experience and I was not paid to write this either, trust me this company is worth dealing with, maybe a little busy at times on the phone but your ordering online and COVID-19 times expect delays it’s perfectly normal. Well done Haus, I have had a wonderful experience shopping with you. ITD your courier are fantastic as well. 10/10.”

Helpful Report

Posted 4 years ago

“I too ordered a sofa on line on 15th May which stated was in stock (the sofa was for a show home and needed by 4th June so i thought i had ordered in plenty of time). Payment was taken immediately and I received an order acknowledgement on the same day. Since then I have been trying to contact them by both email and phone many many times to obtain a delivery date but have never had any response whatsoever. I have now had to purchase an alternative sofa for my show home and want to cancel my order and get a refund but once again i have had zero response. This company is terrible do not use them, they will let you down and not even bother to communicate with you!!!!!!!!!!!! i cant answer any of the questions below as i did not receive my order!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 4 years ago

“Poor company. I am kicking myself that I did not check the reviews before purchasing. Desk stated there were 2 in stock. Zero contact from Haus despite sending emails and 2 phone calls which times out into a message. I was impressed that the desk was £40 cheaper than all other sites. Lesson fully learnt cheaper is not always better. Sat on a sofa working from home cheers Haus”

Helpful Report

Posted 4 years ago

Thank you for your review Jordan. Please note contacting us before 9am or reaching our social media teams before this timeframe will always remain unanswered no matter which day you contact us unfortunately as they do not commence operational activity until 9am Monday to Friday. We would strongly advise taking a look at our 'usual delivery' timeframes also before raising concerns, we understand how frustrating it can be when not be able to reach out to us during busy periods and we apologise for any inconvenience you may be experiencing. All we ask is for you to allow for the delivery timeframe detailed to pass and then should this not be with you to get in touch, you have purchased a Vegas desk on the 27th of May after 9pm, that is only 5 working days ago. Our usual delivery timeframes for this vegas desk as clearly indicated on the product page is 5-15 working days. 0-5 working days you will receive zero communication unless we have a concern to raise. 5-15 working days is the time required to process your order from picking to despatching preparation, collection by our courier and then on to delivery booking commencement which is overseen by third party associates. Due to the volume of calls and communications we are receiving across all channels at present we are trying our utmost to ensure communications are not left unanswered. We do however politely request that unless something is urgent please allow for the above timeframe to commence as calling us on day 5 will sadly not speed the process up in anyway. We are working as best we can with our partnering logistics operations to manage orders as quickly as possible, given the large volume of demand for our product offering it is challenging at times to answer to everyone and we are trying to improve customer experiences in these difficult and restricted times, please be aware for every call we take this can take our team members away from their daily tasks, especially those who are not designated to take calls, due to the level of calls we are all supporting one another to provide the service levels we know our customers expect from us, we appreciate something like a desk is of course a high priority for you to be in receipt of but it is equally not our fault that you have not seen the usual delivery window for this item. This is located under the add to cart button on every product page under the delivery details tab. If you are not satisfied with the level of service you are receiving or with any of the above facts relating to your purchase we will happily issue you with a full refund. You have reached out to our marketing team this morning before opening hours and you have received a response this morning too, you are of course entitled to leave your review at any point but we do feel this is a little unfair given we have not been in receipt of your order for that long. Nonetheless, we are sorry to hear your experience to date is not a satisfactory one and we hope should you wish to retain your order that it will be worth the wait. Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Same as many others I'm afraid. Ordered a desk on 1/5/20 money gone to them. Guess what? NO DESK. No answer to phone calls or repeated emails. Joined the suggested ticket queue system. Nothing. I'm furious. I understand the current situation but an email response should be top priority at the moment especially reading all these bad reviews!”

Helpful Report

Posted 4 years ago

“Ordered a desk on the 18th May 2020. Money went straight out of my account. No confirmation on dispatch or delivery date and I cannot make contact with the company at all. They don't answer the phone, respond to messages or emails. Extremely poor service. I am now out of pocket with jo sign of ever receiving my desk.”

Helpful Report

Posted 4 years ago

“Brilliant service from haus, we ordered some items to fit in with our current restricted lifestyle and website stated 10 days goods arrived in 4, can’t complain at all! Thank you for the quick turnaround guys, we have also placed a second order this morning, buying online is great! We are happy we have found you as you have an amazing product offering and you deliver to Cornwall. Thanks again.”

Helpful Report

Posted 4 years ago

“All round positive experience for me, ordered b-beds for the garden, arrived promptly and exceptional quality from extreme lounging. Looked at a few negative comments and while only a handful thought I would give them a chance as the site looks professional and must say I am glad I went with them as it’s a great product and a brilliant price! No knock this company as we are extremely happy with the goods!!”

Helpful Report

Posted 4 years ago

“I can’t really say much about the product as I haven’t received it yet. The problem is I ordered a desk on the 11th of May which they promptly took £189. After leaving all of our details on the order form, telephone number,address, email address. We have never received a confirmation of the order, a receipt, a letter, email etc. The only Proof we have is on our bank statement as we paid by debit card. I have contacted this company about 20 times via phone but never had a reply as the message box is always full (other complaining customers I suspect) and have also sent about six emails which have been blanked. I don’t know whether This desk is coming or whether to cancel it at the bank as a fraudulent transaction. We appreciate the horrendous time that we are going through, however if you are still running your business online you should still be running the correct customer service and documentation support. I shall give it seven more days for some form of contact/reassurance that the product is still on order Or is being delivered or something.”

Helpful Report

Posted 4 years ago

“Great Service all round, ordered the Dennis collection bedroom range, my son loves it and looks really trendy too! We were advised 4-6 weeks however it took 7 weeks in the end but that was acceptable for us given the current times. Thank you to the young lady who helped us out with logging into our account which we had difficulties with initially. One box arrived damaged but the contents were fine so not something we reported at the time. We have had no issues during our transactions and our son is delighted. I have emailed an image to the lady who I spoke with initially, please can you pass this on to her, sadly I did not get her name, maybe her name is logged in our account as she was making notes on my enquiry when chasing for a delivery date. Thanks again. x”

Helpful Report

Posted 4 years ago

“I ordered a desk at the start of March. Still not received nor have I had any proper update front Haus. Their phone numbers go straight to a queue system. I have called repeatedly and got through only once. I was told a revised delivery date that has now passed. I’ve heard nothing from the company and they have never responded to my multiple emails. The phones still aren’t picking up and the website is no help either. They’ve had my money since March. Difficult times, but I’ve had service 10x better from other companies during this period.”

Helpful Report

Posted 4 years ago

“I would not hesitate to recommend this company, we had the pleasure of a helpful friendly gentleman who advised us before ordering there was a small delay, given the current situation with covid-19 this was totally understandable. My advice would be check the general time frames detailed on the product page and add at least 1 week into this as we were told this on our desk we ordered and it was actually 6 days on top which to be fair is absolutely acceptable. We are in challenging times right now and I know we all need and want our products tomorrow but the restrictions we all face today are the very same restrictions companies also face and if something like a desk is in high demand this is always going to lose a challenge to businesses especially if drivers are restricted with workforce’s. I had a very good chat with the sales guy about this and totally get it and equally respect that not everything is running as smoothly as people would like. We are now working on our desk and love it to bit, thank you haus direct.”

Helpful Report

Posted 4 years ago

“Great Service, Great Professionalism from the lady I dealt with along with a great product. I waited 8 days for my bean bags to arrive and it was well worth the wait. Keep up the hard work, I run a small business as know how good feedback can help and how easy it is to not leave feedback, as discussed with the lovely lady I said it’s important to recognise the small things as many on here seem to have communication issues, I rang and got straight through, I also emailed and received a response; I have my products and that is enough for me to say this company do exist, products are actually better than expected. Don’t be put off but the small percentage of people who have had a bad experience, which business do you know that runs 100%.”

Helpful Report

Posted 4 years ago

“Ordered 31 jan. still not received goods (a chair) or had any comms from the company except the call I made to them. Now they’re not answering phones. Poor.”

Helpful Report

Posted 4 years ago

“Similar story to the other reviews. Ordered a desk, £200+ was taken from my account on the very day of order and its now been over 3wks and I've got nothing to show for it. I did see there were a number of bad reviews, so I decided to give them a call beforehand to gain peace of mind, but what a pointless exercise that was! I thought that would at least put some urgency into them but no, more of the same. I've been in regular contact with HausDirect to get updates, all seemed promising until about a week ago and they are now uncontactable, I'm £200 short and have no desk to show. Don't waste your time! I've since found the same desk for sale at a couple of other outlets with positive reviews. Do a bit more research so you can avoid losing out!!”

Helpful Report

Posted 4 years ago

“I ordered my desk on 1 Apr 2020. The money was taken from my account that very day and then nothing was heard. I contacted them the first week of May and the gentleman was very helpful and phoned the store team. He said they had had the delivery and they should be in touch with me either Mon or Tue the following week (11 or 12) to arrange delivery. I phoned on the Thu of the following week as nothing had been heard. They again stated that due to short staff things were taking longer than usual so I was content to allow a few more days. I finally received an email on Wed 20 May stating that my order was now updated to processing and that they should receive an update the following morning and would be in touch by phone to confirm delivery dates. Again, nothing heard. I have now decided to cancel the order (28 May) but unsurprisingly I cannot contact them as all their customer support numbers put you on hold until they decide to claim extreme numbers of calls meaning they cannot answer the phone. I have left a message with order number, details and my phone number but I am not expecting much. I will contact my bank on Friday to start the process or reclaiming my money if they have not been in touch by then. DO NOT BUY FROM THIS COMPANY.”

Helpful Report

Posted 4 years ago

“I am currently waiting for a desk which I ordered. Having not been able to contact the company by phone/email I have now just had a callback from a member of their customer service team. He has assured me the desk is being processed but their system can only show a processed or shipment update against the order. Fingers crossed the item should arrive shortly (as i am still within my delivery times ) but just want to let people know my positive experience after being concerned”

Helpful Report

Posted 4 years ago

“I placed an order on May 5th for two bean bags and have heard nothing since receiving my order confirmation it’s now 21 days later. I’ve called them 7 times and only managed to speak to someone last week how assured me that me item was ready and should be dispatched any day but when I log in the status of my order is still processing.. They have taken £250 out of my account.”

Helpful Report

Posted 4 years ago

“We ordered a Camden desk on 27 April with delivery being advised as 5 - 10 working days. The item was shown to be in stock. We waited and waited and checked my account online and the order just said processing. We phoned Haus direct to chase the whereabouts of the desk and were told that jt was coming from Germany and until it was logged in this country, they had no idea of it’s whereabouts. By this time, the delivery time on this item had been changed on their website to 10 - 15 working days. We waited the 15 working days and again phoned Haus direct to again chase the desks whereabouts. We were then informed that there had been a delay and the desk should be with us by 26th May. We were offered an alternative that was in stock in the uk and we advised that this would be with us by Wednesday 20th May. The 20th May came and went and still no desk much to my son’s disappointment because he has been patiently waiting for soooo long. We have tried to call Haus direct on Thursday 21st, Friday 22nd, Saturday 23rd and again today Tuesday 26th May. After the phone rings out for about 5 minutes, the answer machine clicks on to say they are experiencing high volumes of calls and they will clap you back. Messages have been left on every occasion and we are still waiting for the call back. This has been such a disappointing experience and not once has the company acted proactively and phoned to advise us of a delay nor have they attempted to contact any 3rd parties who ship the items to see where they are. I appreciate companies may experience delays due to current situation but I now feel the delay and the lack of communication is completely unacceptable. I don’t know what this company was like before the virus. My husband found the desk on the internet and ordered without doing any research. I wish we’d have read some reviews and my advice would be to avoid like the plague. The money was taken from our account inmediately and we are a full month down the line now. In their favour, Sam has always been very helpful when we have managed to get hold of somebody in customer service and must be having such a bad time working for for a company that doesn’t deliver.”

Helpful Report

Posted 4 years ago

“It has been a pleasure dealing with Haus Direct, by far the most competitively priced, ordered two Oxford desks for my boys, one company were £120 more per item, ridiculous, clearly some companies are making the most of the demand for home working products, those that are not having a positive experience, I can only say I did not have any issues and you must be very unlucky as the desks arrived slightly outside the timeframe but this is to be expensive, I haven’t tried calling the telephone lines but I did create a ticket and got a response in 2 days which is acceptable for me. Products is great quality and German engineered, kids love it. I just wanted to share my experience as I saw some reviews before ordering, not all are bad so gave these guys a go, ordered on my credit card so would be protected if an issue and I have to say they delivered, we had communication from the ticket raised so what more can I ask for. Thank you for supplying me with two items we couldn’t source in our local high street due to Covid, I will be back for sure as my experience was faultless. Stay safe.”

Helpful Report

Posted 4 years ago

Haus Direct is rated 2.5 based on 410 reviews