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

“Great Service From this company, we have now setup the Silas console table over Christmas and it looks stunning, also shared the pic on your Instagram page, truly is an amazing product and finish! Took 5 weeks for delivery but we were aware it was 4-6 weeks and came just before Christmas so we are more than happy with the turnaround. Thank you Haus Direct we will be back for sure.”

Helpful Report

Posted 5 years ago

Thank you for your comments Mick. We are pleased to learn you have enjoyed your experience with us and are enjoying the true quality of the Silas collection, we often say these items look better in reality as sometimes the images do not do justice for the products quality and presence. Its great you have shared your opinion and we value your feedback. Thank you for taking the time to share your experience, your comments will be passed on to the team. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Absolutely shocking!!! I have called this company many times in the last 2 weeks. I hold for 10 mins each time and get put through to voicemail. Nobody returns my call on voicemail or email. My order was placed over a month ago and there is nobody to speak to to enquire where it is or likely delivery date. The so called system tracking I can log in to has remained on processing for the whole month with no further details. Absolutely shocking customer service. Strongly suggest consumers shop else where.”

Helpful Report

Posted 5 years ago

Thank you for your comments. Unfortunately at present we are unable to identify you as a customer as your review has not been verified by reviews.co.uk and you have not entered an order number in the field required to do so when leaving your feedback. Nonetheless we apologise for unsettling you in anyway, this is certainly not our intention to do so and we would like to point out that due to the festive period our despatch centre's have been closed since the 23rd of December along with the customer care team. Our help desk team have been available since yesterday and the full operation will return on the 2nd of January 2020 whereby all logistics operations and delivery booking teams will be in full operation. Please note we have been running our boxing day event (26-31st) which may also be one of the reasons you have been unable to reach our help desk team during this period, if you have emailed our team you will receive your response on the 2nd of January onwards. We hope this helps provide you with some peace of mind in the meantime, should you wish to reach our team please raise a ticket through the help desk centre and not the contact us enquiry form, our team are available until 6pm today and they can respond to you on general order status updates during this period. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Can’t recommend enough ! Placing and order was easy! Excellent quality products.”

Helpful Report

Posted 5 years ago

Thank you for your comments Richard. We are pleased to learn you have enjoyed your experience with us, our team certainly do work hard on sourcing great product collections world-wide. Thank you for taking the time to share your feedback, your comments will be shared with the team. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Fantastic company to deal with had a problem with door problem fixed in 2 day would have beem 1 day if i had phoned earlier i would recommend this company very friendly and knowledgeable 5 star all day long”

Helpful Report

Posted 5 years ago

Thank you for your positive feedback Ian. We are happy to hear your experience has been a positive one given the small issue initially reported. Thank you for taking the time to share your experience and we will pass your comments on to the team. Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Thank you Sam for all your help with the measurements on the Intel tv stand, your idea for the newspaper foot print worked wonders, received the unit yesterday and fully built and in place fits perfectly, looks stunning!! Recommend Haus direct and your a great asset to your company Sam, please pass my comments on to the young man. All the best.”

Helpful Report

Posted 5 years ago

Thank you for your comments and feedback Joshua. We are pleased we have been able to assist you in making your purchase. Your feedback will be passed on to the team. Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Great service, communication and delivery. Very happy with my product, I'll be purchasing from them again!”

Helpful Report

Posted 5 years ago

Thank you for your 5* feedback. We are pleased to learn you have had a great experience and we thank you for shopping with us. We look forward to seeing you again. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Ordered a product 10 days ago. Haven’t heard a word. Left messages for a call back and emailed but heard nothing.”

Helpful Report

Posted 5 years ago

Thank you for your comment. Unfortunately we are unable to identify you as a customer at present and with the third party data centre we reply on for capturing reviews on our behalf - reviews.co.uk they have also been unable to verify this review/buyer (verified badge failed), with no order number we cannot trace how genuine this complaint is with no record being entered and no contract formed with ourselves and this potential customer. We do not wish to create any issues here but if this is a hoax you are really wasting your time. If genuine please note our trading hours which is clearly stated on the contact page, you maybe calling outside of hours which can often explain why people cannot get through. In the meantime as we have not heard from you since posting this comment we cannot process any order or update without details. No further contact from you has been made so we deem this to be an incorrect company you have reached out to. We hope this review response reinstates our continued commitment to all our loyal customers, we care about our customers and are here to assist customers on after sales concerns at any point, and we do not hide from issues should there be any in any unforeseen event. Please note you can also reach our team by the telephone numbers available on our website not just the email telephone number, you can also create a help desk ticket in your dashboard through logging into your account or creating a new account and our team will automatically link this to your order if you use the same email address your order was placed with, this is the most efficient way to log a concern or enquiry as we have a dedicated help desk centre, access to this centre is available by clicking on the 'contact us' button at the top of our page online. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Very reliable and delivery firm ITD were very pleasant, a big thank you to the driver, I couldn’t assist him with the heavy box but he handled it very well despite it saying 2 man lift on the side of the box. Service with a smile, priceless these days!”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback Mr Miller. We value your comments and are pleased to learn we have managed your expectations successfully. We will pass on your feedback to our partnering courier too. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Thank you Haus Direct. My daughter loves her new giro cabinet, she thinks it’s very much a trendy piece. We shall be back for the additional pieces to match. Great price, we certainly recommend buying from you.”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback. We value your comments and are pleased to learn we have managed your expectations successfully. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and thank you for shopping with us. We look forward to supplying you the additional pieces to match in the future. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order for a Ronja cabinet xl metal on 14/06/2019 (Order # 100003917, £639) and am yet to receive it (10/09/2019). Could you cancel my order and refund me for the £639 please? Thank you.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Daniela. We are sorry your delivery fulfilment experienced a small delay to that of what we usually experience on this item dispatched from the Holland dispatch centre (8 weeks). As per your conversation with our team and email communication you have received from us this was highlighted as likely to fall outside of our delivery window due to the 2 week summer shut down which unfortunately was out of our control. Your order arrived in last week as advised and we apologise for any inconvenience caused. We value your comments and are pleased we have managed to reinstate your confidence in our company since writing this comment. Thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Arrived on time and thank you to the ITD driver for taking the item into my kitchen, great help!”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback. We value your comments and are pleased to learn we have managed your expectations successfully. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Quick delivery. Product exactly as described.”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback. We value your comments and are pleased to learn we have managed your expectations successfully. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order for a Ronja cabinet xl metal on 14/06/2019 (Order # 100003917, £639) and am yet to receive it (14/08/2019). I haven't heard anything since the order confirmation; I sent multiple emails and left messages on your voicemail. I tried to contact you on Facebook but did not receive a single response to my emails/messages or phone calls. Could you let me know if and when I will receive my order? Thank you.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Daniela. We are sorry to learn about your experience to date. Please can we make it clear that the delivery window for your order is clearly stated 'usual delivery' timescale of 6-8 weeks and also states the dispatch is made from our Holland dispatch centre on this item. This is labelled in the product page under the 'add to cart' button you would have clicked on. With this in mind communication within that window will always be very limited. We are aware you have been in touch with our customer care team today following your facebook communication yesterday evening (14-08-19 at 10.06PM), please note our office opening hours are 9am - 6pm Monday to Friday and no response would have been possible yesterday evening by any member of the team, our facebook team cannot assist with order details for data protection reasons and are purely a marketing team only. You have also received a follow up call from our management team apologising for your communication update breakdown who have advised they are looking into why your updates have not been received following any email enquiries you have made to us, please do check your junk or spam folders in case anything has been directed here which unfortunately is outside of our control. We believe it is now fair to say you are satisfied with your update today and and also been advised on when to expect your delivery along with the communication process for booking in your delivery. If we can be of any further assistance please do not hesitate in contacting us on the alternative telephone numbers listed on our website (contact us page) should you not have any success on number featured in your email confirmation number you have been trying to reach us on. During busy periods we can take a little longer to answer but will always respond as quickly as possible. We hope your concerns have now been answered, should you wish to follow up on anything else please also note an alternative and effective quicker communication method is to create a help desk ticket for a more efficient service for any after sales concerns or questions you may have, this is a logged ticket and can be assigned to your order with very little chance of emails getting lost or unseen. Our dedicated team will be more than happy to assist you further. Thank you for shopping with us and in the meantime we hope you enjoy your purchase. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Great Delivery service, very impressed with the product and just as described, thank you to the young lady for assisting me with checking out, got there in the end, new to buying online, thank you Haus Direct.”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback. We value your comments and are pleased to learn we have managed your expectations successfully. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I ordered an item back in June and the item has not yet been delivered. Each time I try to call I end up (after a long wait) getting a message telling me that they are unable to take my call. I do not get any response to my emails. I spent almost £200 on the item. How can I bring this up with trading standards or my bank as I suspect this is a fraudulent company.”

Helpful Report

Posted 5 years ago

Thank you for your comments. Unfortunately we are unable to identify you as a customer at present and with the third party data centre we reply on for capturing reviews on our behalf - reviews.co.uk they have also been unable to verify this review/buyer (verified badge failed), with no order number we cannot trace how genuine this complaint is with no record being entered and no contract formed with ourselves and this potential customer. We do not wish to create any issues here but if this is a hoax you are really wasting your time. If genuine please note our trading hours which is clearly stated on the contact page, you maybe calling outside of hours which can often explain why people cannot get through. You have mentioned how to bring this up with trading standards, if this is a real concern we can advise you to an ombudsman and take you through the correct channels to log your complaint if this cannot be resolved between our company and yourself. In the meantime as we have not heard from you since posting this comment we cannot process any order or update without details. No further contact from you has been made so we deem this to be an incorrect company you have reached out to. We hope this review response reinstates our continued commitment to all our loyal customers, we care about our customers and are here to assist customers on after sales concerns at any point, and we do not hide from issues should there be any in any unforeseen event. Please note you can also reach our team by the telephone numbers available on our website not just the email telephone number, you can also create a help desk ticket in your dashboard through logging into your account or creating a new account and our team will automatically link this to your order if you use the same email address your order was placed with, this is the most efficient way to log a concern or enquiry as we have a dedicated help desk centre, access to this centre is available by clicking on the 'contact us' button at the top of our page online. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I found their after service very good They were helpful and concerned and left me feeling a valued customer. Well done.”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback Mr Barlow. We value your comments and are pleased to learn we have managed your expectations successfully. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Absolutely love my new Frank Olsen unit, can not fault the service, used the help desk service twice, at first read a few negative reviews but wasn’t going to let that put me off from buying, used my credit card so always protected regardless. Pleased I made the purchase, Kirsty was very helpful and assisted me with a missing manual, all built up and has transformed my room! Look forward to seeing this range grow! Would not hesitate in coming back! All the best.”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback. We value your comments and are pleased to learn we have managed your expectations successfully. The help desk centre is certainly working well for us and thank you for using this communicate your issue with us. We are sorry for the missing manual but pleased to here Kirsty resolved this for you successfully. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and we can confirm this collection is a growing offering and additional pieces will be launched in 1-2 months time. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Thank you once again Haus Direct, pleasant service as usual UPS delivered when stated, this makes shopping so much easier, gone those days trailing the high streets, love my new bag. Great price as well, I’ll be back soon!”

Helpful Report

Posted 5 years ago

Thank you for your 5* rating feedback. We value your comments and are pleased to learn we have managed your expectations successfully. We hope you enjoy your purchase from us, thank you for taking the time to share your experience and thank you for shopping with us we look forward to welcoming you back. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order on the 1st of July over three weeks later and I can’t even get a response. I don’t know when or if they are going to send my item. More then happy to take my money though!!”

Helpful Report

Posted 5 years ago

Thank you for your early review Mr King. We are sorry to learn about your 1 star rating. Please can we make it clear that the delivery window for your order is clearly stated 5-15 working days for order completion (this is labelled in the product page under the 'add to cart' button you would have clicked on. As advised in our email communication to you, your order was dispatched on the 9th of July (6 working days after receiving your order), a booking confirmation for the first available date was emailed to you on the 10th of July (1 working day after your order was collected) at 11.04am and emailed by our third party courier ITD who have provided proof of this attempt today to us. This is therefore unfair to make a statement that no communication or attempts have been made. We can only apologise if this booking attempt was not seen by you or ended up in your junk or spam folder for whatever reason, something outside of our control but of course one that we believe you have received peace of mind on today. Please note for future reference delivery bookings are usually booked in by telephone or email by ITD and on this occasion the first attempt was an email. This has been on hold since awaiting a response from you. We understand our team have been in touch with you today for the second time and this has now been confirmed for delivery & accepted, which is great news. We can also inform you that your payment was taken as your order had been dispatched, we hope this now answers your concerns raised and should you have any further issues please do let us know and/or create a help desk ticket for a more efficient service for any after sales concerns or questions you may have. Our dedicated team will be more than happy to assist you further. Thank you for shopping with us in the meantime and we hope you enjoy your purchase. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 years ago

“I placed an order 100003975. They delivered it to me after three weeks and delivered in damaged status. When I called customer service there is no response. Automatically goes into answer phone. They never respond you back. Becareful and dont loose your money.”

Helpful Report

Posted 5 years ago

Thank you for your early review Mr Borra. We are sorry to learn about your 1 star rating. We can assure you that it is not our intention to deliver damaged goods, unfortunately from time to time couriers can be responsible for such issues and upon review of your order it is evident as discussed with our team that this has been damaged in transit and something we will take up with them directly. You have been unlucky in your attempts to get through to us this month due to our brand event which has seen a significantly higher calls volume to that of what we would usually experience and for this we are very sorry for any inconvenience in being held in our queue for longer periods than usual. Please note we do state our usual timeframes for responding to emails and cases on our website, which at present is a response window of 2 working days. As you have experienced first hand we have delivered your order, we now require the opportunity to be able to put this right for you and are sorry once again for the inconvenience this may bring to you. Your detailed telephone call this week should hopefully provide you with confidence that your damaged panel is going to be replaced free of charge and as per the ticket created by our help desk team this will enable your case to be managed efficiently. We are just waiting on your response for the part number before we can action this further, in the meantime we look forward to hearing from you. We trust this meets your approval and we thank you for your continued patience. Thank you for giving us this opportunity and we hope this provides you with some peace of mind. Kind regards Customer Care Team H A U S D I R E C T

Posted 5 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