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

“Tried to purchase the Frank olsen furniture from NEXT, services we’re not as great nor pleasant with the staff who responded, contacted haus and they arranged a next day delivery, what more could you want, just goes to show smaller companies do care and Kirsty went the extra mile from our experience following our disappointment from NEXT. Would not hesitate to come back at all! 5* Service..”

Helpful Report

Posted 4 years ago

“Exceptional Service, company gave us an additional NHS discount for our departments internal modular workstations, thank you haus direct, goods arrived as we expected and within a reasonable timeframe, no complaints on our transaction! Keep up the good work guys.”

Helpful Report

Posted 4 years ago

“I competely agree with a review below. Took my money; I heard nothing for weeks until I spent hour chasing by email and phone; was then told it would be weeks until my delivery would be expected - this would've been over a month for delivery of a very simple desk. I used another retailer and had a better desk delivered the next day. Please think twice before using this company. I have still not had a refund on my purchase”

Helpful Report

Posted 4 years ago

“If only I had read these reviews before making my purchase you receive order confirmation, money goes out of your bank pretty quickly and then............................................NOTHING, customer service - no one answers the phone or returns your call and no response to email?????? Average delivery time 5 days, 16 days for me so far with no information at all - VERY POOR On another note, purchased another desk from another retailer, arrived damaged, retailer has asked me to dispose!!!!!! and still not returned my money - WOW how does that happen, paid for two desks and have none Unfortunately only one star, there isn't the opportunity to put none”

Helpful Report

Posted 4 years ago

Thank you for your getting in touch Angela. Please note the item you have purchased carries a 'usual' delivery window of 5-15 working days, today is the 11th working day. You sent your first email to us on the 20th of March at 16.10 and our offices closed on Friday at 18.00hrs. The team have only returned back today from the weekend despatch centre closure and dispatching will resume again. Our delivery window is usually 5-15 working days purely because we use a specialist carrier for the glass desk you have purchased, your experience with another retailer is not relating to your experience to us and we are sorry you feel the need to share this with us, as far as the transaction is concerned with us this is on schedule at present and is not showing any issues to be concerned with. We are running a home event at present along with higher volumes of calls coming through from customers wanting quick deliveries on new desks in light of the COVID-19 outbreak, this could be one of the reasons you cannot get through at present but our teams are here and working hard to answer all calls as quickly as possible during these difficult times. Please accept our apology for not being able to get through to us however with regards to your comments on the poor service and delivery timeframe this is not outside of our advertised 'usual window' and for this we feel your comments are unfair. Once your order is ready for delivery scheduling you will be contacted by the booking team either by email or telephone call to confirm your delivery date prior to delivery commencement, we hope this helps provide you with some peace of mind. Thank you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Great Service, upgraded delivery option upon request first item was not available for express delivery but needed a desk for working from home due to our company closing our offices surrounding health and safety of the COVID-19 pandemic, this company couldn’t do enough for us and managed to get two desks delivered. Give them a break guys, it did take a while to get through to the company but it was worth the wait and they were very friendly and professional. Thank you for the swift service, we have almost built the desks and just sat down for a glass of wine and just wanted to share our feedback as the quality is excellent and the price was amazing!! We will certainly return in the future and we have shared your company services and products with our internal teams working nationwide, hopefully you will get some more business. Best Wishes Rosie”

Helpful Report

Posted 4 years ago

Thank you for your positive feedback Rosie We are pleased to learn you have had a positive experience with us. Thank you for taking the time to share your experience, your comments will be passed on to the team. Its great to see happy customers and for taking the time to provide us with positive feedback. We hope you enjoy your two desks you have purchased and lets hope we can all work together as a nation to overcome the current situation we are experiencing world wide. We look forward to welcoming you back and thank you for your loyalty, we will always strive to continue to improve our service levels and product offering. Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Thank you hausdirect. Product arrived a couple of days late but the courier was in touch with us, we love our coffee table, purchased a piece last year from you and the match is perfect. Thanks for helping us in completing our room. Stay safe and let’s hope we get through the difficult times the country and world and experiencing right now. All the best.”

Helpful Report

Posted 4 years ago

Thank you for your positive feedback. We are pleased to learn you have had a positive experience with us and are sorry for the courier being late. Thank you for taking the time to share your experience, your comments will be passed on to the team. Enjoy your new coffee table, sounds you have the perfect little addition to your previous purchase. Please do stay safe in these difficult times we are all experiencing in relation to COVID-19. We look forward to welcoming you back in the future and thank you for your custom. Thank you for shopping with us again. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“We ordered a £200 desk in October but this was not suitable for the room when we received it. We repackaged it and sent it back two weeks later. We were told it would cost us £50 to return it and we would only be refunded £150. Despite numerous calls and emails and promises of a refund, we still have not received any refund. The last call we made has not even been replied to. Awful service.”

Helpful Report

Posted 4 years ago

Thank you for getting in touch Lisa. We are sorry to learn about your experience to date. Please can we ask if you can get in touch with our customer care team directly who will be more than happy to look into this matter for you, if you have changed your mind which it appears you have a collection cost should you wish for us to arrange this is always obtained based on a quotation basis with our partnered couriers in advance of a collection taking place. You would have agreed to this prior to the collection taking place, once your goods have been returned successfully our system will usually automatically refund you, if this has not taken place we are sorry for this issue and our team will investigate into this further. We have an obligation to fulfil this refund minus your collection costs and this is our contract and we have every intention to issue this back to you, unless the goods have not been returned successfully or their is a system glitch in your queued refund there is no other reason this would not be completed, we will notify our internal teams to get in touch with you now that you have brought this to our attention as we do not have any emails from you notifying us of this being an issue and therefore could not have addressed this earlier unfortunately. Thank you for bringing this to our attention, we will have this matter attended to as a matter of urgency and we apologise for any inconvenience experienced. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“****AVOID****Take your money and don't send your item. What more do you need to know...”

Helpful Report

Posted 4 years ago

“Omg I love the Wing back chair we purchased, thanks to Kirsty she advised us on the best colour having emailed her our clients room colour chart and it really has transferred our clients room making it a real statement piece in the room. Being an interior designer it’s not always easy when shopping online to measure product standards but having shopped with haus direct now for the past 1.5 years they really are a great source for inspiration and with weekly new lines available it always make our job so much more easier. Anyone who doubts this company are the ones losing out, so what if delivery takes 1-2 weeks or even 8 weeks, your ordering quality furniture not a pair of shoes. 5* service for us on every occasion, would not hesitate to shop here at all, Sam and Kirsty are your go to people here as they both are very knowledgable on products from our experience, that’s not to say the rest of the team are not but we have a good working relationship with both. If in doubt of delivery timeframe, just ask them and they will carry out a live check for you. Thanks again, Stacey and I will be back soon for our Edinburgh project.”

Helpful Report

Posted 4 years ago

Thank you for your positive feedback Mark We are pleased to learn you have had a positive experience with us and are more than satisfied with your recent purchase. Thank you for taking the time to share your experience, your comments will be passed on to the team. Its great to see returning customers, you will be pleased to know following the product previews this month we have many more lines being launched daily next month, do keep a look out for some exciting on trend collections arriving soon. We look forward to welcoming you back and thank you for your loyalty, we will always strive to continue to improve our service levels and product offering. Thank you for shopping with us again. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Be aware they have a very poor delivery service. We have been waiting for 2 weeks for our order which is still yet to arrive! Next time will stick with known retailers and pay the extra for the quality service..”

Helpful Report

Posted 4 years ago

Thank you for your feedback Luke. We are very sorry to learn about your current situation in which you feel is unacceptable on your order. Please can we ask if you have noted the 'usual delivery' lead time for the item you have purchased which is noted on the product page under the add to cart button? Some of our collections are not necessarily dispatched from UK despatch centres and can come from our European warehousing therefore our 'IN STOCK' indicator does not always mean instant delivery. Unfortunately your review is an 'unverified review' by reviews.co.uk at present as we do not have a valid order number noted which was requested at the time of leaving your comments by this service. If you can kindly provide us with this we will happily look into your case which will assist us with identifying you and our management team can contact you to discuss your experience further adding clarity on the timeframe you have experienced to that of our usual delivery window if this is outside of our timescales. Please note our team would not normally contact you unless a shipment is delayed or an issue arises on your order which maybe unforeseen at the time of purchase. We have no order details for you at present and unfortunately cannot assist you further until we are in receipt of this to investigate into the matter. We hope you can inform us of the required information for your case to be investigated into. Thank you and we look forward to hearing from you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Great service received from this company, would not hesitate to use them, despite some negative reviews we read before placing our order, we called the company, had a pleasant service from the start and they seem professional in their approach and execution of delivery. I told haus direct I would leave them a review as I run a small business and value feedback but also understand how mistakes and downfalls in service levels which are outside of your control can equally result in customers being irate and going to whatever level to highlight issues. No company is perfect and what we experienced was nothing out of the ordinary, they come across better than most companies in my person opinion and have a fantastic site with amazing products!! I will be back for sure, make your own judgement and dont be put off by the negative reviews. I saw an article about this company expanding in the the north west, they must be doing something right, possibly growing faster than they anticipated any maybe some peoples experiences have been caught in the changes and possible lack of staff , I don't know and am not one to state any unknown facts but all i can say is I did not have any issues. Thanks for a great service HD.”

Helpful Report

Posted 4 years ago

Thank you for your positive feedback Paula. We are pleased to learn you have had a positive experience with us. Thank you for taking the time to share your experience, your comments will be passed on to the team and we appreciate you taking the time to share your experience. We look forward to welcoming you back, we will always strive to continue to improve our service levels and product offering. Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“After placing an order on 10th December we were lead to believe from the website that we would receive the item prior to Christmas, which is fantastic when it's a Christmas gift! We had no confirmation of delivery details for over 1 week and despite chasing - Still no response from 3 emails chasing up the product, all totally ignored. Called and held for over 15 minutes each time only to be then told the lines are busy and to call back another time! After much frustration, calls, voice mails, emails etc we eventually got the item on the 20th January, yes the 20th January! Item in question was a desk for my 13 year old son to go with his computer that he got for Christmas, so it was hugely disappointing for us. The desk itself is nice but the service was absolutely appalling, I am totally shocked that a business can operate like this in the current climate. Really poor service. Not impressed at all.”

Helpful Report

Posted 4 years ago

Thank you for your feedback K. We are very sorry to learn about your extended wait on your order. Please can we ask if you have noted the usual delivery lead time for the item you have purchased which is noted on the product page under the add to cart button? Some of our collections are not necessarily dispatched from UK despatch centres and can come from our European warehousing therefore our 'IN STOCK' indicator does not always mean instant delivery. Unfortunately your review is an 'unverified review' by reviews.co.uk at present as we do not have a valid order number noted which was requested at the time of leaving your comments by this service. If you can kindly provide us with this we will happily look into your case which will assist us with identifying you and our management team can contact you to discuss your experience further adding clarity on the timeframe you have experienced to that of our usual delivery window if this is outside of our timescales. Please note our team would not normally contact you unless a shipment is delayed or an issue arises on your order which maybe unforeseen at the time of purchase. We have no order details for you at present and unfortunately cannot assist you further until we are in receipt of this to investigate into the matter. We hope you can inform us of the required information for your case to be investigated into. Thank you and we look forward to hearing from you. Customer Care Team H A U S D I R E C T

Posted 4 years ago

“Thanks Haus Direct we love your products, I’m a returning customer (4th purchase) and living proof your service is great, very polite staff and very unique pieces, we are interior designers and we love your site! We hear your expanding into cheshire too, Congrats and wish you all the best guys.”

Helpful Report

Posted 5 years ago

Thank you for your positive feedback Janet We are pleased to learn you have had a positive experience with us. Thank you for taking the time to share your experience, your comments will be passed on to the team. Its great to see returning customers, you will be pleased to know following the product previews this month we have many more lines being launched daily next month, do keep a look out for some exciting on trend collections arriving soon. We look forward to welcoming you back and thank you for your loyalty, we will always strive to continue to improve our service levels and product offering. Thank you for shopping with us again Janet & Co. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Just taken delivery of my desk HD-100169 packaging looks immaculate and delivery service was spot on. Great service to date, I did struggle to get through in December after Christmas but after reading the help desk reviews as a great way forward opened up a ticket and the team responded within a few hours. Looking forward to building this over the weekend, delivered on time and so far so good! Will be back for the matching side unit, bit skint at the minute but going off the condition the boxes look like they have come straight out of the factory production line. Thanks haus direct.”

Helpful Report

Posted 5 years ago

Thank you for your positive feedback Andrew. We are pleased to learn you have had a positive experience with us. Thank you for taking the time to share your experience, your comments will be passed on to the team. Our dedicated help desk are certainly here to support your after care requirements, during brand events, like the boxing day event you most likely experienced during peak periods a higher volume of calls during the day than usual. We are actively trying to improve this service and do apologise for any inconvenience you encountered at the time. Our team will always respond as quickly as possible and as you have done so already using the help desk ticket system is a very efficient way to reach our dedicated team for any support you require. Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“DO NOT ORDER FROM THIS COMPANY UNDER ANY CIRCUMSTANCES. I am still awaiting an item of furniture which I ordered back in May. I have continuously called Haus Direct to chase my order and all you get is an answer phone. I have left numerous messages, it is honestly so frustrating not being able to speak to anyone. January - after sending another email in December, they have finally emailed me advising that this is the first they have heard! Of course it is seeing as your customer service is so diabolical and you fail to answer the phone or return emails. I am now £329 down as they are blaming the international courier. My advice is to order from a reputable company and not these complete clowns.”

Helpful Report

Posted 5 years ago

Thank you for getting in touch Hayley. We are sorry to learn about your experience to date. As advised by our team today following your help desk ticket raised on the 30th December 2019 today is the 14th of January and we have informed you that your order was dispatched in June and overseen by TNT UK not an international courier. This is a reputable delivery partner. The first we have heard about your order being incomplete was on the 30th of December (8 months after your order was placed) as we have notified you of today and due to the length of time in you notifying us of an incomplete order when many months have passed we require further time to look into this understandably. We do find it difficult to understand why you have only just left this feedback also today following our acknowledgement and conclusion on this issue today and not earlier when you say you have failed to get in touch on many occasions? To summarise you have been offered a replacement at no extra cost as a good will gesture, until the stock released is recovered and/or logged by TNT as missing refunding you for something which we have no wrong doing of and are only learning now is something we cannot offer as an immediate remedy. When goods are shipped via couriers such as TNT you will be carded more than once if an attempt is made in the event you are not available. As we have informed you today we have raised for a replacement to be sent to you despite you only notifying us in December of your order being incomplete, we also have notified you that we have proof of dispatch. You have created only 1 after sales ticket which we have responded to and we have no messages to follow up on unfortunately nor any lines of communication. Please also refer to our office operational hours on the contact page, if you have been trying to get through to us as you say you do for the past 8 months it is extremely hard to believe no one has ever answered your call. We understand you are upset as we have informed you that due to the length of time we require an investigation on the matter with our partnering courier for further conclusions to be drawn and we can only apologise for this process at this stage. We have also written to you prior to your review for a suitable time for a call back, we are trying our utmost to support you as best possible given your circumstances yet you have chosen to attack us with this negative feedback. You also have consumer rights which you could have exercised in this 8 month period, your order confirmation also details your consumer rights and how to go about reporting an issue. Despite details on our website and channels of communication it is concerning for us as to why you have not reported this sooner as we have an obligation to fulfil your order and given our system indicating a dispatch along with our partnering courier confirming a dispatch on your order this is a completed transaction as far as we have been concerned. As a consumer you also have protection should you have used a credit card which you could have raised a charge back on and that way we have been notified sooner of this issue had you have reported it, as 8 months is an unreasonable time frame to be waiting for a stock item. We can also put you in touch with an Ombudsman service whereby we can provide our case, evidence of dispatch and communication response should you deem our actions as being unreasonable. We would kindly ask if you can send us your proof of communication attempts too as we unfortunately have nothing other than your ticket created. Once we have further evidence on your transaction as we have also advised you of today we will update you. Please do not hide the facts here as we have been very supportive of your case and have offered a FREE replacement despite you only just notifying us you still don't have your order after 8 months. In retail nothing should ever take this long unless is maybe a bespoke specialist piece possibly, but even this is a long period to be waiting. You would have been aware of the shipment timeframe detailed on the product page under the add to cart button, you may want to check the telephone number you are calling as we have more than one detailed online. We have shipped many of these units since your order was taken and this is still a current line delivered within 4-6 weeks as it was at the time of your purchase so we have nothing to gain by not completing your order in the first instance. You are clearly upset and we are sorry you feel this way. We have reassured you we are investigating into this 5 hours ago and we require the time to look into this matter further. We hope this helps provide you with some peace of mind in the meantime, should you wish to reach our team please raise another ticket thread through the help desk centre and not the contact us enquiry form, our team are available until 6pm today. Thank you. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“5* for keeping me up to date from start to finish, read some reviews before hand and must say we did not experience some of the things people complain about, also used the help desk service which is brilliant as the team responded the same day. In today’s world I feel this is a perfectly fine way to communicate and I’m not an internet savvy person, those that complain about getting through on haus directs phone lines need to get with the times, if your ordering online then expect other means of communication. Perfectly legitimate company and can’t fault the service received, our desk is well made and supplied as described, good German build. Would not hesitate to buy again in the future.”

Helpful Report

Posted 5 years ago

Thank you for your positive feedback Keeley. We are pleased to learn you have had a positive experience with us. Thank you for taking the time to share your experience, your comments will be passed on to the team and we value your response and understanding on the sensitive concerns which many online companies can experience from time to time. Customer Care Team H A U S D I R E C T

Posted 5 years ago

“Fast Delivery and great service all round, ordered the Intel Grey TV stand, quality is better than expected! Goods delivered in 5 days despite website showing 10-15.”

Helpful Report

Posted 5 years ago

Thank you for your positive feedback. We are pleased to learn you have had a positive experience with us. 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

“I have tried emailing and calling regarding returning an item but ive had no response and please dont reply that I am a hoax reviewer as that is not the case . i have left my details and have not had any correspondence at all . I will be calling my credit card company to complain and deal with the return soon if there is no reply within the next couple of days. Awful customer care”

Helpful Report

Posted 5 years ago

Thank you for getting in touch. We are sorry to learn about your experience to date. 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 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

“Thanks Haus Direct for sending a great product, it's changed the look of my hallway. We'll back in 2020 for additional pieces once I've done my dining room.”

Helpful Report

Posted 5 years ago

Thank you for your positive feedback. We are pleased to learn you have had a positive experience with us. Its great when products can transform the appearance of your space, we value your feedback and we look forward to welcoming you back in 2020 and hope you continue to enjoy your purchase from us. 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

“Where do I Start.. From start to finish exceptional experience, I don’t often write Reviews but had to on this occasion as we used the reviews feedback to make our decision to buy from this company in the first instance, so it’s only fair we provide our encountering with this company. The team have managed to deliver before our New Years party, goods arrived on the 20th Dec, was advised to create a ticket when wanting to communicate as they did inform us that due to a sales event the phone lines would be busy at times which they were when we tried to contact them a couple of times, the help desk team have kept me updated throughout the process, Kirsty has been fantastic and a very polite lady too. Usually received responses within 48 hours and we only chased as needed this for NYE and it was getting close to Christmas. All in all the stools look great and we can’t wait to show our guests!! They look robust too which is a bonus as we felt the price was quite cheap and expected maybe light weight items but that’s not the case, just goes to show how good a company you are with honest and fair prices with a second to none service, you have some amazing pieces, glad I have found you. All the best for 2020!”

Helpful Report

Posted 5 years ago

Thank you for your comments Linda. We are pleased to learn you have have had a positive experience with us and thank you for taking the time to share this in detail. We are pleased our after sales team have been able to assist you when in need and appreciate your patience and understanding during the busy period in December. We look forward to welcoming you back in 2020 and hope you continue to enjoy your products from us. 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

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