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

“Ordered Jual Helsinki 900 oak desk on the 2 April. Never once in that time have I had a phone call from this company. I have had to make all the calls. Just under two weeks ago I was informed by Joe that the desk was coming into the warehouse on 15.5.20 and it is usually a 24 hour turn around but due to the pandemic could be up to 48 hours. I rang yesterday 20 May to be told that there had been some kind of mix up with their third party despatcher and I am now waiting on someone ringing me today to let me know an update on my delivery. I agree with nearly all the other reviews shocking service never update you. I have updated the help me desk 3 times and they have never got back to me. The money was taken from my account the very day the desk was ordered which stated the desk was in stock. AVOID THIS COMPANY WORST SERVICE I HAVE EVER EXPERIENCED”

Helpful Report

Posted 4 years ago

“I ordered my item on 5 May and sent a polite email on 14 May just asking when I could expect delivery as I have ordered a desk for my 7 year old to use for home schooling. No response to my email so I called and left a message on 20 May; no response received and also sent a further follow up email on 20 May to which, surprise surprise, no response received. I know things are not running as normal as they should and yes, I did expect a delay from the advertised 5-10 day delivery estimate, but a simple reply to an email sent over a week ago is surely considered to be good customer service. I am happy to wait for delivery, it would just be nice to know when I could expect my item as there are plenty of other websites out there who are able to offer delivery within their stated timeframes. Please just answer me truthfully and in a timely manner, that's all I ask for.”

Helpful Report

Posted 4 years ago

“Appalling service. I order an item and at the time was given a 3-7 day delivery window. And yet after two weeks of waiting and several calls full of misinformation, I have been told it will be another two weeks. I understand of the challenges that the present environment brings but such a complete disregard for customers is truly staggering. Suffice to say I have cancelled my order and will never either order from them again or tell anyone to do so.”

Helpful Report

Posted 4 years ago

“Unsure if others were dealing with the same company here as we called twice got through both times and received our goods 3 days before the usual delivery time scale. I don’t normally write reviews but felt some one the reviews I read before ordering are very harshly directed to this company as they went above and beyond to get my order delivered through very challenging times for most companies. How people can sit there and complain is beyond me, maybe people need to think before considering this company, realistically how many of us would leave a positive review from a transaction? Always the small percentage that have a bad experience come on here and complain, i can honestly tell you my experience was better than expected and they deserve more credit. If you don’t take negatives with a pinch of salt it’s your loss!! Great job Haus Direct.”

Helpful Report

Posted 4 years ago

“BEWARE DO NOT ORDER, I PLACED MY ORDER ON 7TH APRIL, NO COMMUNICATION RECEIVED SO I CHASED ON 24TH APRIL, TO BE TOLD THERE WAS A DELAY DUE TO COVID-19, AND THAT I SHOULD BE EXPECTING MY ORDER THE FOLLOWING WEEK. NO FURTHER UPDATE RECEIVED UNTIL 8TH MAY WHICH WAS THEN THAT MY ITEM WAS FAULTY AND THAT THERE WOULD BE ANOTHER DELAY...SO I REQUESTED A FULL REFUND SAME DAY, NOTHING RECEIVED. HAVE CHASED TODAY 18TH MAY....ITS DISGUTING SERVICE”

Helpful Report

Posted 4 years ago

Thank you for leaving getting in touch Louise. We have checked your orders notes and we can see you have reached out to our team already and the team have also been in touch with your orders progress along with the manufacturing issue raised on the fabric which resulted in your order being held from despatch within our usual timeframes. Once again we apologise for the unforeseen manufacturing issue raised and as advised by telephone by our team you were sent a mass roll out communication detailing the concerns raised and a copy of the same communication was emailed to you on the 24th of April however we did advise you also the roll out was sent 1.5 weeks earlier and you were advised to check your junk/spam folder at the time as this was a mass email thread which some mail clients may reject as it can be seen as spam bulk mailing. With regards to your refund request we can only apologise that our team did not receive this email thread requesting for the cancellation, your recent email however after your first request has been dealt with and we can see that your refund has been processed successfully now. We appreciate you taking the time to reach out to us on here however we do advise using more than one channel of communication on such requests other than an email as with hundreds of emails coming through daily with general enquiries something of this nature is always beneficial to call us or raise a ticket via our help desk and our team can issue the cancellation as a priority on the same day usual subject to your order not physically be in transit which can restrict the cancellation process at that particular time. Nonetheless, we thank you for giving us this opportunity and we are pleased to learn you have now received your refund, thank you for sharing your experience. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Absolutely appalling. Don’t buy from them! Placed an order on 27/04/2020. There was no communication from them whatsoever, have created 3 tickets, Called numerous times, left voicemails, nothing still! Have raised a dispute with my bank now as I can’t wait any longer. Asked them for a refund- nothing! I don’t think I have ever dealt with such a bad company. Dreadful.”

Helpful Report

Posted 4 years ago

Thank you for leaving getting in touch Tatiana. We are very sorry to learn about your experience to date and difficulties encountered in getting through to our team. We have introduced a help desk ticket system following the large volume of orders and enquiries we are receiving at present, we are trying our utmost to answer all emails and are ensuring communications do not go unanswered. Responses are taking longer than usual however if you create a ticket via our help desk system by creating an account or logging into your account if you have created one already this is the most efficient way should not not be able to reach the team by telephone. Please also note the timeframes noted on the product pages as it is usual for items to encounter timeframes to that which may exceed the usual delivery window, we also have our Live COVID-19 updates available should any despatch centres be impacted by delays at present. If you have raised a refund the team will also discuss this directly with your card provider to ensure your refund is completed as per your request, please be rest assured this will be cancelled and reinstated into your account accordingly. In the meantime we apologise for your experience to date and we thank you for giving us this opportunity. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Terrible experience, placed an order online 24-04-20 product was showing in stock. Despite sending several emails and trying to call I've received no communication and it's now the 14-05-20 so 3 working weeks. Not sure whether I'll see my money again? I know things are tough at the moment but come on.... my advise **AVOID**”

Helpful Report

Posted 4 years ago

Thank you for leaving your feedback Mario. We are sorry to learn about your experience to date. Our team have attempted to contact you but have unfortunately not been successful in reaching you by telephone. We can only apologise for the inconvenience you have experienced to date in your orders fulfilment. Please note once your order is ready our booking team will communicate your delivery date once scheduled. If however you are uncomfortable with the current timeframes which are noted on the product page we will of course happily issue you with a full refund. Due to the large volume of calls and emails it can be challenging at times to answer every call and respond to emails daily and for this we can only apologise for the inconvenience this maybe causing you. We can assure you our teams are working day and night to speed the processing up and you will receive your communication once your order is scheduled. It may also be worth creating a help desk ticket marked for our customer care teams attention and this way you can also engage with our teams directly should the phone lines be busy during peak times. We hope this helps and we thank you for your continued patience. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Review 1 - Pre Delivery So, having been originally put off by some of the reviews on here, I deceived to call Haus Direct as per Charley review below to discuss the delivery options. I spoke to a great guy (Tom) who explained everything for me. The desks in question are German engineered and therefore only shipped directly from German. Considering delays with the COVID-19 PANDEMIC, Tom explained what the delivery timeframe will likely look be, which is completely understandable. This differs from the displayed delivery tine, but when you read the delivery terms, it does in-fact state both within the drop down Delivery Information in the product page and also within the Delivery Info tab at the bottom of the website. To conclude, I am glad I called, Tom explained everything to me and provide great information on the product we are purchasing, and look forward to receiving our desks when they arrive. To which I shall leave a review on the delivery experience and quality of the products received. Many thanks to Tom and everyone at Haus Direct.”

Helpful Report

Posted 4 years ago

Thank you for leaving your positive feedback Mr King. We really appreciate you sharing your experience to date and it is the small detail as per your explanation which will certainly help support other consumers when making a decision to purchase from us. We are pleased you have been in touch with us before purchasing and we do hope you enjoy the product we are very passionate in supplying nationwide. Our teams work very hard to source products and we take great pride in our product selection. Thank you for giving us this opportunity and we hope you like your product(s) as much as we do. Your comments will also be shared with our team members. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Zero communication from customer service despite 3 emails and 1 attempt to call. I appreciate it is difficult time’s and I don’t mind if there is a delay due to Covid-19 I just want to know that I haven’t had my money taken from me”

Helpful Report

Posted 4 years ago

Thank you for your review. We are sorry to learn about your experience Anna to date only 3 working days into placing your order with us. Please note the item you have purchased carries a 'usual' delivery window of 5-10 working days, with the earliest date being 5 we would not contact you any sooner unless we have an issue to update you with. We are sorry you have felt the need to come on our reviews platform to leave a comment so soon when your order is well within our usual timeframes, 3 working days since being in receipt of your order is unfortunately not along time for our team to process and deliver your order. Please note we are in challenging times at present, if you have emailed us your communication will certainly not go unanswered but please allow the team time to respond, the high volumes of communications are queued and will be responded too, by sending three emails in three days will not make the team respond any sooner. If you are not satisfied with the level of service you are receiving 3 working days into your order being placed please note you are fully entitled to a full refund as this feedback is a little unfair so early into this transaction given we have clearly noted the timeframe your desks takes for processing. If you have missed this then we are very sorry for this but you will need to bare with the team during the busy periods as we are working hard to fulfil all orders as quickly as possible. Our teams can either respond to your emails or actually carry out their daily tasks in spending productive time processing your order which is where we are trying to prioritise our efforts in areas where teams are low on the workforce due to the social distancing measures in place. We value your custom and do not wish our communication response to come out in the wrong way but we please ask for a little patience so we can deal with your concerns and others. Had COVID-19 been something we could have prepared for we would certainly have implemented and managed our staffing levels adequately to deal with the high demand we are currently experiencing in our product offering. We hope you can understand the challenges we face today and trust you will be more than satisfied with your desk once it arrives. We hope your experience will change when you can give us the benefit of the doubt and allow us to fulfil your order. Thank you for shopping with us and your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Awful. I ordered a desk and it said 7-10 working days to arrive. It has been 3weeks and still has not arrived and i have heard nothing from the company DON'T WASTE YOUR MONEY!!!! spend your money in ikea”

Helpful Report

Posted 4 years ago

Thank you for your review. We are sorry to learn about your experience Emma. Please be advised as per your conversation with our team today your order is currently 3 Working days outside of our 'usual delivery timeframes' in which customers experience. We are sorry that your order is going to take a few more days until it is completed and as explained due to the COVID-19 despatch restrictions with transportation services from the despatch facility in which your order is released from this is taking slightly longer timeframes to that of our usual activity pre COVID-19 outbreak. We hope you can understand that this is a distribution issue experienced with many organisations with employee constraints in despatch centres with social distancing measures in place, this unfortunately is limiting workforce staffing levels which is resulting in extended timeframes from time to time with limitations in place. We are trying to reduce this and once again we can only apologise for this experience and that you have felt the need to share this. Had COVID-19 been something we could have prepared for we would certainly have implemented and managed our staffing levels adequately to deal with the high demand we are currently experiencing in our product offering. We hope you can understand the challenges we face today and trust you will be more than satisfied with your desk once it arrives in the next few days. Thank you for shopping with us and your continued patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Having read reviews online after placing my order, I was skeptical as to the quality of the service. I decided to call (got through first try around 1pm) and spoke to a gentleman called Sam who I assume to be the owner of the company. He was nothing but courteous and we spoke about the reviews honestly, noting that its mostly only those who have something negative to say who leave reviews. It seems many people do not notice delivery times vary for many of the products on the site. I ordered a chair from the website for my office and not only was it the lowest price available online, it also arrived well within the delivery times advised. I had no issues using the service whatsoever. My only qualm perhaps would be the invoice stated no monies would be taken until despatch (might be worth changing), and I did not receive a despatch notification. That being said the item arrived so quickly I couldn't really complain. My advice would be to call and speak to Haus personally if you have any doubts, as it turned out to be one of my more enjoyable online shopping experiences! The chair is also great, thanks Sam!”

Helpful Report

Posted 4 years ago

Thank you for leaving your positive feedback Charley. We really appreciate you sharing your experience with us and other consumers who may view your feedback. We are happy to learn it has been a positive experience for you, and like many people who also encounter positive experiences when buying online it becomes normal to accept goods should be delivered in time, I guess people do not always go out of their way to leave feedback when a transaction is delivered within a timeframe advertised, as its expected. Nonetheless, maybe quick to jump on a negative when things happen to go wrong as you have rightly mentioned, this is a great point, somethings sadly which maybe issues outside of our control with ourselves internally or with our associated partners of our company, and/or systems in place can from time to time have flaws resulting in the customer's journey not being as positive from one brand to another, not everyone can get everything right 24/7 but we would like to think we try to keep our processes as efficient as possible but its nice to hear when people do have positive experiences and for this we thank you for sharing your experience with ourselves and our potential customers who may also want to read this consequently. Your feedback is important to us and we will share this with the team. Thank you for taking the time to get in touch and we look forward to supplying you again in the future. Hopefully any current COVID-19 related challenges we do face will be over. Wishing you all the best for now. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Having read reviews online after placing my order, I was skeptical as to the quality of the service. I decided to call (got through first try around 1pm) and spoke to a gentleman called Sam who I assume to be the owner of the company. He was nothing but courteous and we spoke about the reviews honestly, noting that its mostly only those who have something negative to say who leave reviews. It seems many people do not notice delivery times vary for many of the products on the site. I ordered a chair from the website for my office and not only was it the lowest price available online, it also arrived well within the delivery times advised. I had no issues using the service whatsoever. My only qualm perhaps would be the invoice stated no monies would be taken until despatch (might be worth changing), and I did not receive a despatch notification. That being said the item arrived so quickly I couldn't really complain. My advice would be to call and speak to Haus personally if you have any doubts, as it turned out to be one of my more enjoyable online shopping experiences! The chair is also great, thanks Sam!”

Helpful Report

Posted 4 years ago

“You will have read similar reviews on this company several times before, ordered beanbag 6th April, 6 weeks later, no beanbag, no updates, won't answer the phone, very disappointing. I would say avoid!”

Helpful Report

Posted 4 years ago

“I don’t normally leave reviews but I’ve noticed the reviews here are very mixed, so I wanted to have a say. I ordered a big tv unit from Haus Direct as everyone else who sold the same item weren’t delivering due to COVID-19. I found a discount code online to get 10% off which I was struggling to apply, I phoned up and the polite man on the other end explained to me what I was doing wrong and we solved the issue so I got my 10% off. I ordered the item, payment taken immediately and then the item was delivered 2 weeks later which I think is fantastic due to the current circumstances. The TV unit was in perfect condition and we love it. I think HausDirect did a fantastic job with my order, especially considering the current circumstances”

Helpful Report

Posted 4 years ago

“I placed an order for a beanbag, for my daughter's 10th birthday, at the beginning of April. Payment was taken immediately, along with confirmation of order. I was prepared for longer delivery, due to the current covid circumstances. However, no updates. No response to several emails. No answering of the phone. If the item is actually out of stock, please just tell me, give me a refund, so I can try and purchase it elsewhere. I'm so, so disappointed.”

Helpful Report

Posted 4 years ago

“Thanks for delivering in time for my daughters birthday, despite COVID-19 you managed to get our item as advised and for this we just wanted to reach out and share our experience, faultless service and exceptional customer service experienced which was second to none. Thank you very much hausdirect, you’ve made one young lady very happy! All the best and stay safe during these challenging times.”

Helpful Report

Posted 4 years ago

“TLDR: Do not use Found the website as it was selling a piece of furniture slightly cheaper than everywhere else. Payment was taken immediately, and confirmation of order received. My first concern was that we didn't receive any notification of expected delivery. Emails were not responded to, most of the time we didn't received even an automated response. Over the 15 times we rang, before we got through. He is reasonably pleasant on the phone. First time we were told that delivery would be by the end of the next week. It wasn't. Cue calling several more times, taking another 7 attempts. We asked to cancel, he agreed. We never received a refund. Still haven't. I don't think he ever intended to send our item. I don't think he intends to refund us. I assume the positive reviews here are from him.”

Helpful Report

Posted 4 years ago

“Best price online and top service, during these unprecedented times I was pleasantly surprised to see our goods arrived on time. We did struggle to get in touch initially but the help desk team assisted us and this was enough for us to know we were in safe hands despite some reviews we read before. I felt the need to respond as I did think twice initially and I’m pleased I stuck with my gut feeling, sideboard is brilliant and looks amazing in our room. Thanks again.”

Helpful Report

Posted 4 years ago

“Thanks for a great service, only recently started buying online due to covid-19 and what a pleasant experience, ordered a Richmond desk, arrived quicker than expected and even came from Germany, what a fantastic experience and zero damage on arrival. Keep up the great work and god bless you all for your commitments during what must be a very difficult time.”

Helpful Report

Posted 4 years ago

“I wish I could leave 0 stars.. Placed my order on the 5th of April. The website says they are still operating as usual and delivery was to be expected between 2 and 5 working days. I have called them, left voice mails and sent emails and received no reply whatsoever. Terrible service and website. Wished I have read the reviews before purchasing. Not sure how this business still operates considering that what they are doing is basically stealing.”

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