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

“I ordered a desk on 15th June with an expected time frame of 10-20 working days for delivery (now 26) - item showing as in stock. I have tried emailing (no response) and left 2 messages with reception for a call back within 48 hrs (not received). All I want after reading some reviews from customers saying that have been waiting 3 months is to know is realistic timescale for how much longer I should need to wait so that I can make the decision on whether to cancel the order or continue waiting. I understand these are difficult times but you shouldn't be promising customers a call back if you can't adhere to it & should be managing customers expectations. Other than keep calling every 2 days & praying for a response, I don't know what else to do. If no response if received I will be left with no alternative but to put a chargeback on the transaction.”

Helpful Report

Posted 4 years ago

“Our desk arrived yesterday after a long delay. After reading negative reviews we were concerned about ever getting our order, but were reassured by Haus Direct when we contacted the company. Trading during a pandemic must be a nightmare for companies trying to import and distribute orders. Thanks to Sam and an efficient courier our desk finally reached us and has been successfully assembled and put into use. Thank you Haus Direct and good luck with future trading. Please everyone be patient!”

Helpful Report

Posted 4 years ago

“Order placed on the 21st June, delivery for my order was between 14 - 20 days. As we have had no communication I have been trying to contact you since the 7th July. I have left three answerphone messages, sent two emails, filled out on your online form and left a message with your reception requesting an update on the delivery. I appreciate that we are in challenging times however this lack of customer service is just not acceptable, I see your standard response is please call our 0333 number, I have already done this and was told I would be called back with 48 hours which hasn't happened. If you have any interest in resolving my complaint then please contact me, asking me to contact you when that is what I have been trying to do for 2 weeks without success isn't very helpful.”

Helpful Report

Posted 4 years ago

“Order placed on the 21st June, delivery for my order was between 14 - 20 days, now on day 25 with no communication. Since the 7th July, I have left three answerphone messages, sent two emails, filled out your on line form and left a message with your reception requesting an update. I appreciate that times are challenging however I find this lack of customer care unacceptable.”

Helpful Report

Posted 4 years ago

“Order not received, no response to emails or calls and unable to contact. Telephone eventually just goes to a full voicemail and other number the receptionist claims she can’t get through or put me through to someone else. Nothing to do with COVID just plain bad company. Reading the positive comments I’ve never seen anyone ever justifying issues other people have so must assume are fake to make this terrible company look better. Disgusting they still taking orders! I’ve reported via citizens advice to trading standards as unfair on innocent people. Started a charge back and sent a notice of intent as advised and would advise you all to do the same and get this company stopped”

Helpful Report

Posted 4 years ago

Thank you for your feedback Mr Hildreth. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further on your orders status or for a refund to be processed should you wish for this to be actioned, if you can kindly contact the team on our advertised 0333 number which can be obtained from our website please ask to for your call to be transferred to the refunds team we will of course prioritise this for you should you not be satisfied with the service you have received to date. Please also note we aim to respond within a 48 hour window usually on order updates Monday to Friday. This new number is a new division overseeing our calls at present within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. It is not always possible to transfer a call then and there but that does not necessarily mean your call will not be returned. The current number noted in your order confirmation email you have been calling is a line unfortunately which is only overseen by a small team and during busy periods it can often be challenging to reach a member of the team which is why we encourage you to use the number advertised on our website. The team answer within 1 minute between the hours of 9am-6pm Monday to Friday. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“100% honest review reposted from trustpilot as I feel they are being misrepresented by the negative reviews on this website too. I am ashamed that I panicked after reading reviews on here and promptly filed a chargeback with my Bank to get my money back from hausdirect. I calmed down and rung them as well as raised a ticket via my account on their website. Yes the phone is manned by an operator but she passed the message on and I promptly got a reply that morning. I asked for a refund and the money is back in my account a week after I put through the order online. I believe hausdirect is completely legit and suffered in the last few months with customer service and supply chain due to covid. I apologise for judging them and will buy again when I’m can afford the delivery times.”

Helpful Report

Posted 4 years ago

Thank you for your positive feedback despite your cancellation request. Your feedback is very important to us and we are pleased to learn we have managed to restore your faith and confidence in our company. We look forward to welcoming you back and we thank you for taking the time in sharing your experience. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Personal service, speedy delivery and quality product. I’m so glad I ordered from here! They took the time to make sure I had the right piece of furniture, for what i needed in the space I had. While the furniture was stylish and modern, it was also robust and functional. Wouldn’t hesitate to order from here again.”

Helpful Report

Posted 4 years ago

Thank you for your positive feedback Theresa. We are delighted to learn you have enjoyed your experience with us and are enjoying your purchase from us. We look forward to welcoming you back and thank you for taking the time to share your experience with us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Just horrendous experience. Waiting still for over 2 months. Useless. Item was in stock. No response to email or phone.”

Helpful Report

Posted 4 years ago

Hello again Dianne, we have noted you have just left a review for us already and that this is your second review using a different email address. We have copied the same response below just in case you have raised a second negative response to us in error. .. We believe your call today with our team will hopefully help add clarity as to why you may not have been able to reach our team on your attempts to date as quickly as we would like and also the usual delivery window on the item you have purchased being 6-8 weeks which it appears you missed located below the add to cart button before making your purchase. Whilst we appreciate this is very frustrating for you, we do clearly indicate a 'usual' delivery window for your item of purchase and every other item with this one in particular being 6-8 weeks as a projected guideline therefore to state you have waited 2 months is actually the usual window to be waiting given your order is despatched from Holland on this particular item as advised. We are also sorry you feel we are a joke however if you clearly look at the facts before making your presumptions of our credibility you will see the timeframe we are working to is not actually unreasonable at all given the channel of distribution we factor in with the dates we provide. We have highlighted delays to you with the logistical partners associated with this brand and with the high volumes of demand in products coming out from the european despatch centre we are trying our very best to fulfil your order as quickly as possible and apologise for any delay you may experience from today onwards, whilst this should not be excessive any delay outside a usual window we appreciate can impact anyones frustration further however these unforeseen delays are not always in our control sadly. We have also given you an option for a refund today and you have accepted to wait which is reassuring to hear given your initial comments direct to us and for this we thank you very much for giving us this opportunity and we hope the wait will be more than worth it when your product arrives. As discussed with our team we have introduced a new division recently who will answer your calls within 1 minute Monday to Friday between the hours of 9am-6pm. This will hopefully also improve your customer service experience moving forward. We hope our response is reflective of your experience today and the reassurances received and should you have any further concerns please do not hesitate in contacting our team on the 0333 number featured on our contact page moving forward. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I ordered something in stock. 2 months later nothing. They do not answer the phone or respond to email. DO NOT BUT ANYTHING FROM THESE PEOPLE. THEY ARE A JOKE.”

Helpful Report

Posted 4 years ago

Thank you for feedback Dianne, we are very sorry to hear about your negative experience with us on your transaction to date. We believe your call today with our team will hopefully help add clarity as to why you may not have been able to reach our team on your attempts to date as quickly as we would like and also the usual delivery window on the item you have purchased being 6-8 weeks which it appears you missed located below the add to cart button before making your purchase. Whilst we appreciate this is very frustrating for you, we do clearly indicate a 'usual' delivery window for your item of purchase and every other item with this one in particular being 6-8 weeks as a projected guideline therefore to state you have waited 2 months is actually the usual window to be waiting given your order is despatched from Holland on this particular item as advised. We are also sorry you feel we are a joke however if you clearly look at the facts before making your presumptions of our credibility you will see the timeframe we are working to is not actually unreasonable at all given the channel of distribution we factor in with the dates we provide. We have highlighted delays to you with the logistical partners associated with this brand and with the high volumes of demand in products coming out from the european despatch centre we are trying our very best to fulfil your order as quickly as possible and apologise for any delay you may experience from today onwards, whilst this should not be excessive any delay outside a usual window we appreciate can impact anyones frustration further however these unforeseen delays are not always in our control sadly. We have also given you an option for a refund today and you have accepted to wait which is reassuring to hear given your initial comments direct to us and for this we thank you very much for giving us this opportunity and we hope the wait will be more than worth it when your product arrives. As discussed with our team we have introduced a new division recently who will answer your calls within 1 minute Monday to Friday between the hours of 9am-6pm. This will hopefully also improve your customer service experience moving forward. We hope our response is reflective of your experience today and the reassurances received and should you have any further concerns please do not hesitate in contacting our team on the 0333 number featured on our contact page moving forward. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Ordered a desk on 5/6/20 and item was in stock and payment was charged immediately to my credit card. I have chased 5 times and as per other reviews have gone through to reception who have found my order and have told me each time that I will receive a call back - I am yet to receive a call. Appalling customer service and I would at the very least expect a reply to my enquiry. I've now emailed and asked for a refund for the order. I have also contacted Watchdog and consumer magazines and they have received similar complaints and are preparing a report. I have asked my credit card company to put the transaction into dispute and have asked my legal team to begin investigations into the directors of the company with a view to pursuing a claim against them. DO NOT PURCHASE ANYTHING FROM THIS COMPANY.”

Helpful Report

Posted 4 years ago

Thank you for feedback Mr Patel, we are very sorry to hear about your negative experience with us on your transaction to date. We believe your call yesterday with our team will hopefully help add clarity as to why you may not have been able to reach our team on your attempts to date as quickly as we would like and also the usual delivery window on the item you have purchased being 10-20 working days which it appears you missed located below the add to cart button before making your purchase. Whilst we appreciate this is very frustrating for you, we do clearly indicate a 'usual' delivery window which is a guideline for that particular piece and whilst not a guarantee we try to keep the timeframes close-by and not excessively delayed where possible. Unforeseen delays and logistical delays outside of our control is something unfortunately we cannot always control however a challenge we ourselves will always try to address as swiftly as possible as and when they present themselves during these difficult working patterns. We are also sorry you feel the need to bring in the bodies highlighted in your comments, we value your custom and will happily talk further with the representatives you have reached out to as we believe we have done nothing wrong with your transaction here given our contractual obligations to fulfil your order. Communications is something we are working hard on to improve day by day and logistical partners we are aligned with we are also trying to improve turnaround times as best we can on a week by week basis. The introduction of the new switch board team recently will certainly improve better management & control of the day to day calls and ensure the correct services are notified as quickly as possible without impacting the daily tasks our core team are tasked with to complete routine jobs from day to day. We have highlighted the delays to you with the logistical partners associated with this brand and with the high volumes of demand in products coming out from the european despatch centre we are trying our very best to fulfil your order as quickly as possible and apologise for any delay you may experience from today onwards, whilst this should not be excessive, any delay outside a usual window we appreciate can impact anyones frustration further however these unforeseen delays are not always in our control sadly as noted above. We have also given you an option for a refund yesterday and you have requested to wait which is reassuring to hear given your initial comments directed to us and for this we thank you very much for giving us this opportunity and we hope the wait will be more than worth it when your product arrives. Thank you for your continued patience in the meantime and our team are here to assist you further should any further concerns present itself during your transaction with us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I placed an order in the 3rd of June. They don't answer the phone or reply to emails. They should at least provide an update about the orders. It’s very unprofessional not to answer the phone or emails. Even if they take a long time to deliver they should answer the phone”

Helpful Report

Posted 4 years ago

Thank you for review Chris, we are very sorry to hear about your negative experience with us on your transaction to date. Unfortunately as your review is unverified we cannot locate your order neither does our system recognise your email address upon carrying out an internal search on our system. If you can kindly contact our 0333 telephone number noted on our website our customer care team will happily assist you further with any after sales care you may require if your concerns are still unanswered and direct your call where necessary. Please can we advise you that the telephone number noted at the bottom of the order confirmation email can at peak times be challenging to reach us and therefore we strongly advise calling the central switch board team which is noted on our website contact page. We hope this response assists you with any concerns you have brought to our attention in this review and we apologise for any inconvenience experienced to date. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Big thank you to haus, thought I would share my experience as the staff nicely put it not many really go out of there way to come on here and leave good feedback only really when things go wrong do you right something, I don’t normally leave reviews but since our product has been delivered it’s changed our lives so much and we are able to work in our new office. Purchased a mini office and well worth every penny, we all have been working from this at home and its such a brilliant item and build. Looks amazing and also is very practical. Pleased with our purchase and also the service received from you. Thank you for getting it to us on time, really appreciated the drivers help also in getting it in from the rain too.”

Helpful Report

Posted 4 years ago

Thank you for your feedback Nicola. Your feedback is very much appreciated and we would to thank you for taking the time to write this, it is very supportive of you in these very challenging times, we will pass on your response to our team. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I ordered my Item on the 26th June and the website states there are 2 in stock currently yet my order is still showing as "processing" and despite several attempts for an update I have had no contact whatsoever! They have my money for my item and now want a refund and the order cancelled as after reading several reviews below I don't believe I will receive it. The item did have a delivery window of 5-10 days but considering my order hasn't even been processed yet and Day 10 is tomorrow I don't believe I will receive this. I was willing to wait two weeks for delivery or perhaps longer if communicated but just trying to get an answer from someone appears to be a mean feat in itself! Customer Service is definitely not a selling point here!”

Helpful Report

Posted 4 years ago

Thank you for your feedback Sam. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further if you can kindly contact them on our advertised 0333 number which can be obtained from our website. This is a new division overseeing our calls within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Worst online experience of my life. They take your money and don’t deliver. You can not communicate with anybody. They don’t reply to emails and never answer the phone DO NOT order from these people. Shocking.”

Helpful Report

Posted 4 years ago

Thank you for your feedback Dempsey. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further if you can kindly contact them on our advertised 0333 number which can be obtained from our website. This is a new division overseeing our calls within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I ordered (and paid for) a desk on 13 May. The website indicated it was in stock and would be delivered in 5-10 working days... Customer service is shocking....no response on the phone, cuts through to answer machine where i leave messages but no-one has ever responded. Tried emailing on more that one occasion too, equally no response received. I did actually speak to someone once (about a month ago), who indicated it would be delivered the following week...still waiting I generally don't leave reviews, but the lack of communication from Haus Direct is so frustrating. I appreciate things are complicated at the moment and supply chains are difficult, but keeping customers informed should be the number 1 priority....especially when you are still busy taking orders and money from other mugs like me!”

Helpful Report

Posted 4 years ago

Thank you for your feedback Ian. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further on your orders status or for a refund to be processed should you wish for this to be actioned, if you can kindly contact the team on our advertised 0333 number which can be obtained from our website please ask to for your call to be transferred to our customer care team and should it not be possible at the time of your call we will of course contact you back as soon as possible. This new number is a new division overseeing our calls at present within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Great Service all round for our company, we have used haus direct for some time now for our office furniture, the latest order did take longer than usual however the fact that they can deliver unlike some other companies we have been let down by is good enough for us, our advice would be if you can wait then this is the company for you at present as they are reliable when the goods are delivered, quality is not even questionable and superb German engineering in what we have to date. Expect delays it’s sadly not normal times still out there and we have been buying lots from all over to get our offices back up and running. But having spent £££’s now we are very satisfied with the service levels received to date. People will always expect more especially from your brand, can’t always please everyone, we will be back again soon for phase 4 as discussed with Joe. Thanks.”

Helpful Report

Posted 4 years ago

Thank you for your feedback James. Your comments are very much appreciated and we will share your experience with the team. It is great to see you have been back over time and this is very reassuring that our product offering is as good as ever, whilst deliveries are taking longer than usual due to the current times we of course as you know very well always ensure they are completed. Thank you for your patience and commitment to date we look forward to welcoming you back for phase 4. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I placed my order #100006486 on 21 June and it clearly stated the product was in stock and delivery would be 3-5 days. I'm still waiting on my delivery and similar to everyone else's complaints I've read, I've called up twice and have been told someone would call me back but nothing. This is so unprofessional to keep all of us in the dark about our orders. I just want someone to come back to me with a clear answer or failing that offer me a refund like any other company would do.”

Helpful Report

Posted 4 years ago

Thank you for your feedback Shaun. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further on your orders status or for a refund to be processed should you wish for this to be actioned, if you can kindly contact the team on our advertised 0333 number which can be obtained from our website please ask to for your call to be transferred to the refunds team. This new number is a new division overseeing our calls at present within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“We ordered a desk on 17th of May (7 weeks ago) which we are still yet to receive and I am still awaiting contact from customer services. Similarly to others frustrations I have submitted enquiry forms via the website, emailed customer services and have called the switchboard 3 times leaving more than 48 hours working days response time and I am still yet to receive an update. The first time I called I spoke to someone who at the time seemed helpful advising the item should be delivered next week and here I am 2 weeks later with still no signs of delivery. Awful customer service!!”

Helpful Report

Posted 4 years ago

Thank you for your feedback Louisa. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further if you can kindly contact them on our advertised 0333 number which can be obtained from our website. This is a new division overseeing our calls within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“STILL WAITING Even with the crisis if they can’t handle orders they should stop taking them, We ordered at the stat of May, I have had numerous phone calls to the office and they said they would phone me back. So now I am phoning for the 5th with no call Back as they put it through as “urgent”. They told me 4 weeks ago my desk was in the warehouse and still haven’t received it. I never write bad reviews but it has been terrible. No emails nothing to acknowledge anything. I would not order from here and think if they have to many orders and can’t give customers what they want they need to give them notice at least”

Helpful Report

Posted 4 years ago

Thank you for your feedback. We are very sorry to learn about your experience to date and for any inconvenience you maybe experiencing consequently. Our team will happily assist you further if you can kindly contact them on our advertised 0333 number which can be obtained from our website. This is a new division overseeing our calls within a shorter timeframe, due to the increased volumes of communications at present due to the demand we are experiencing longer response timeframes and would kindly ask if you can reach out to the team on our new telephone number. We hope this helps and we thank you for your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“I ordered a cabinet and two lamps on 22nd May. All items were listed as stock and my credit card was charged on 24th May. I was expecting delivery in 3 to 5 days but was reasonably happy to accept a delay given the current circumstances. I eventually rang on 18th June to query the situation and was told my cabinet was due to ship the next day with the lamps early the following week. Fine, we can live with that. When I'd received nothing by 24th June I phoned again. Switchboard were unable to contact anyone in 'Customer Care' but told me they'd get somebody to return the call. Of course I heard nothing so phoned again on 25th only to be told I needed to wait 48 hours for the return call. So, guess what, phoned again the next day once the 48 hours had expired and - you guessed it - nobody available. Phoned again on the Monday, nothing. And again today. Still nothing. I have asked my credit card company to look into this. If you want my advice AVOID.”

Helpful Report

Posted 4 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