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

“Further update to my order dated 5 July (2020). I had a call from Haus a few days ago saying delivery would be about end of Sept. We had a long discussion about the bad reviews (incl mine) - Haus even now seem to me to be blaming customers for complaining and not looking at their own process and (lack of) communication. Anyway, had a call from the transport co today - delivery fixed for 7 October so I've increased my rating to 2 stars. Will update next week. I am sure Haus is genuine, that there has been a very significant increase in orders - does seem to be the desks for people homeworking that is the issue and all of you will get your orders in the fullness of time. In my case 70 working days or 3 months and 2 days (assuming delivery is as scheduled).”

Helpful Report

Posted 4 years ago

“I ordered a desk on 4th August and money taken the same day despite the web site saying the money wouldn’t be taken until the desk had been despatched, several phone calls and emails later the desk finally arrived on 22nd September but the drawer parts were missing so it can’t be fully assembled. I and my husband have called numerous times, sent emails and logged a ticket on the help desk with photos of what we do and do not have and we have had absolutely no response despite when phoning them they promise someone will call back, I have never had customer service like it. We have a desk which is not fit for purpose and nobody will help us get it sorted out, I have even emailed stating I want to register a complaint and absolutely nothing!! AVOID THIS COMPANY THE CUSTOMER SERVICE IS SHOCKING. I guess the next step is now the retail ombudsman”

Helpful Report

Posted 4 years ago

“Excellent service to provide information regarding stock prior to order, delivered timely and plenty of communication received about delivery. Thanks”

Helpful Report

Posted 4 years ago

“Same as below. I have shopped with HAUS and had a nice experience not had any first hand issues as per negatives below, girls on the front desk are friendly and product has been delivered in an immaculate condition with the goods as expected if not better. Ordered a console now looking or order the matching side table to finish our room off! We will shop here again. Thank you.”

Helpful Report

Posted 4 years ago

“Thanks to Haus Direct for a wonderful service, we have no concerns with this company and managed to reach the team on both attempts we made. Product arrived quicker than expected, we will shop again! Thanks for a pleasant experience.”

Helpful Report

Posted 4 years ago

“AVOID!! Ordered desk with 4-6 weeks delivery. It is now 10 weeks and I am having to waste time getting in touch with Haus Direct to understand the situation. No response from numerous phone calls and emails. No stars if i had the option!”

Helpful Report

Posted 4 years ago

“Pitiful customer service. Money taken and no hint that I will ever receive my goods. Avoid at all costs.”

Helpful Report

Posted 4 years ago

“Same as everybody else on this thread, wish I had seen this before. Placed an order 26th June confirming the order and saying money would not be taken until the order is ready to dispatch 6-8 weeks. Money taken the next day. At 6 weeks contacted them for an update and no response. Email, phone or even via their helpdesk account on the website, not a single response. 8 weeks have come and gone and not a single update from them. I have referred the transaction as fraud to my bank and waiting for refund. Will also report to ombudsman. This is just a complete scam of a company. I can't believe they are still in business with so much disrespect to their customers. Do not waste your money and time on them.”

Helpful Report

Posted 4 years ago

“This seems to be a reoccurring theme but I have also received confirmation of my order and the payment has been taken. No reply from "Customer Services" if they actually exist and stuck in limbo waiting for an order that shows as in stock according to the website. I work in a customer service industry and could never imagine running our business this way.”

Helpful Report

Posted 4 years ago

“Anonymous's review is totally spot on except the Haus Direct email confirmation is misleading - it says 'payment is not taken until delivery' - this is patently untrue. My order made 5 July has still not arrived - despite 'being in stock, payment taken etc'. Haus cannot have it both ways - are these items in stock or not? Is the website deliberately misleading ? I cannot help but wonder how genuine some of these 5 star reviews are - why are they not suffering the same problem as the rest of us???????”

Helpful Report

Posted 4 years ago

“There is absolutely nothing wrong with delays during a pandemic. However there this company fails is communication. It should not be the customer's responsibility to chase orders, and liaise with the couriers to ensure they are informed. Customer service isn't just sitting in a office taking orders, customer service should be keeping the customer informed, managing their expectations and treating them like a person. It's the business' responsibility yo manage their supply chain and have their finger on the pulse with regards to shipments, dispatch etc. The model of this business is zero after sales focus, polite staff to hear a customer rant and no relationship with their logistics partners. That's what causes the frustration. I ordered a desk on 16th July and every communication I have had with this company I have made. Its appalling. The negative reviews are a reflection of those customers that despite being let down have continued to be let down and Huas have done nothing to compensate, rectify or compromise with. This business is the worsti have ever dealt with.”

Helpful Report

Posted 4 years ago

“Just wanted to share my experience with you all, I live 10 minutes from one of the stores and the company used to be based in a large warehouse 11 years ago 20 minutes from me, the same management team were in existence then and are now, sadly the wonderful manager who has serviced my orders personally for the past few years now has been promoted to the cheshire site, been back instore many times to have a browse as they have some an amazing selection and this has got to be one of the quirkiest boutique businesses within a 20 mile radius of me. I love them and for those of you doubting this reputable company who have gone from strength to strength give them some credibility, let’s be honest here who actually leaves a positive comment on every transaction?? I am leaving my review as I was speaking to the young lady in store last week and she politely asked after my purchase if I would mind leaving a review. Now from this I gathered many are being far too agresssive on here and for all these years I have never been asked to leave a comment, I can honest say this company have done more than 100 transactions over the years let’s use some logic and calculate these reviews do you honestly think all those other customers over the years have had a bad experience and even now, this is only a small quantity of customers complaining, im all for supporting local businesses and truly feel these reviews are mis-representing all the positive experiences people have had over the years. We are in a pandemic expect delays, get on with life and find something better to do, this company will deliver just be patient and let them do there job. Rant over, just feel those that provide negative breakdowns, well here’s my positive breakdown on this company that have served me and plenty of other customers over the years. Keep doing what your doing haus direct, your company truly have a unique offering and we love dealing with you. Best wishes Donna x”

Helpful Report

Posted 4 years ago

“Delivery finally arrived 2 days ago, just finished building my desk, product is fantastic quality and better than expected for the price to be fair. Only gripe would be item took 1 week longer than the customer service team advised me it would, guess in the grand scheme of things 1 week is not 1 month but would be good to be told as we have a busy household and didn’t know what day it would arrive until 2 days before delivery was made, delivery team were good and they did notify me before coming but would be good let me know at the time of my enquiry last week and the team could not tell me. Maybe I am being too critical here but nonetheless it’s here and I am very happy with this buy. You have reinstated my confidence and give you 4/5 for your company rating.”

Helpful Report

Posted 4 years ago

“Big special thanks to Joe for sorting out my delayed delivery, waited 2 weeks longer than the advertised guideline window, my Silas console table, it’s absolutely beautiful and well built. More than impressed, the delay is nothing but would have been nice to have an update that it was going to be delayed as I did worry but from first hand experiencing with Haus Direct they are legitimate and very polite staff who do actually care about us maybe they just have more orders than they can cope with but on the whole I received reassurances from Joe this would come and it did. Thank you for servicing my transaction as expected and pleased we came to a positive outcome. I will not hesitate to shop with you again. Thank you.”

Helpful Report

Posted 4 years ago

“Really happy with our accent chair, quality is 10/10. Thank you haus.”

Helpful Report

Posted 4 years ago

“5* service and a top quality product! Recieved our order today, cannot believe the quality! Was a little concerned at first as it was over £1500 but Haus Direct delivered and I am sorry to have doubted you guys. Second to none service from these guys, can’t thank you enough, we will certainly recommend you to our friends.”

Helpful Report

Posted 4 years ago

“Amazed by the negative reviews as we had a straight forward experience and one that you would expect to experience form any reputable brand, we received various updates from the start of our order and then a delivery booking. Sam based on the North west office was very helpful indeed and was very attentive. Delivery team were brilliant and provide a delivery slot. No issues in our service levels at all, personally speaking make your own judgement and those who are complaining maybe unlucky on the product choice. We will be back!! Thanks haus.”

Helpful Report

Posted 4 years ago

“I ordered a Marlborough desk on 29 June 2020. The website showed that this item was "in stock" (stock of 4) and the website quoted a delivery time of 10 to 20 working days. The cost £219 was debited to my card on 1 July. Then nothing. I waited, and waited, and waited. I raised two tickets on their website ... no response at all. Eventually on 24 July I telephoned their helpdesk and spoke to Rahul, who was polite but couldn't help much. He explained that, as an international company "in stock" on their English website actually meant that it was in Germany! He said that a shipment (presumably a container) had recently arrived with their shipping company in Suffolk and he thought that my desk might be in it, but it had not yet been scanned into their system. He thought it possible that it might be ready for delivery the following week...... but no delivery. In the last week of August, I finally received a message from ITD Express asking me to contact them to arrange a delivery date. The desk was finally delivered on 7 September. A google maps search of this company's UK address shows a small retail shop - they do not appear to have any UK warehouse storage. This is one of the worst companies I have ever dealt with on-line. Their website gives incorrect information about stock and delivery times. They take your money immediately, then do not respond to messages or complaint emails. If you manage to get through they are polite, but unable to give any meaningful information. The actual desk is a nice solid piece of furniture and I am pleased with it. However the same desk (an identical picture) is available under different names from at least two other companies' websites. What a shame that I chose the wrong one.”

Helpful Report

Posted 4 years ago

“Great product selection, made my second purchase from this company and can’t fault my experience at all both times. I’m not sure if everyone’s complaints may relate to desks but I’ve purchased a sofa which came from Holland from haus in 4 weeks and stated 4-6 weeks and second time round purchased a Silas console table and this came in 3 weeks despite it showing 6-8 weeks. Desks I can see are mentioned frequently on the negative comments, maybe worth reading the lead times noted on the product page before buying as I didn’t expect a next day service when placing and order and certainly didn’t need to call them every week for an update as it stated the timeframe. Would not hesitate to buy from here for the third time. Thanks for looking after us again haus. Personally I think your doing a fantastic job.”

Helpful Report

Posted 4 years ago

“Still waiting for a response regarding a recent purchase. Phone number just rings and rings then goes to a voicemail, and the nbox is full!”

Helpful Report

Posted 4 years ago

Haus Direct is rated 2.5 based on 410 reviews