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

“Quick service, products arrived as described. Thank you Haus Direct!”

Posted 6 years ago

Thank you for your positive comments Alex. We value your feedback and we are pleased you have had a positive experience with us, we will pass on your comments to our team, thank you for taking the time to share your experience and thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Exceptional Service, ordered 3rd January and my marle chair arrived 8th January, I was hesitant at first because of some reviews I read but all I can say is thank you Haus Direct, you kept your word and delivered within the timeframe stated, maybe it was just a Christmas blip others encountered but my experience was a good one! I will be back for a second chair for the wife when I get paid later this month! :-)”

Helpful Report

Posted 6 years ago

Thank you for your positive comments Joe. We value your feedback and we are pleased you have had a positive experience, we will pass on your comments to our team, thank you for taking the time to share your experience with us. We hope your Marle Chair is treating you well and in the meantime we look forward to delivering your second chair! Thank you for shopping with us. Customer Care Team H A U S D I R E C T

Posted 6 years ago

“As in a previous review, I have placed an order on 18th of December for a Lux Console table. The money was taken as soon as I received an order confirmation and have not heard anything from the company since. Getting through on either of 2 phone numbers provided is impossible and i really tried, it seems they don't employ any of the stuff to answer the calls. Sent an email and have not heard from the company either. If the table doesn't make an appearance in the next week then will be taking it up with the credit card company as fraud. Avoid this company at all costs.”

Helpful Report

Posted 6 years ago

Thank you for your early review Eugenia. We value your feedback & custom and are very sorry you have not received your order as of yet. Please can we ask you check your junk/spam folder as we have provided you with an update on your orders status 2 days ago with a detailed explanation of a 2 week delay encountered due to the festive period shutdown which exceeds the 10-15 working day timeframe we state online customers would usually experience on this item. Our team will contact you today just in case you are not in receipt of our email update for some peace of mind, in the meantime our team are monitoring your orders progress and we are very sorry for any inconvenience this may cause you. We have also advised you should you not wish to wait any longer we will of course refund your order as per our legal contractual obligation to do so. Thank you for your patience in the meantime. Customer Care Team H A U S D I R E C T

Posted 6 years ago

“Much like many other poor reviews put on here, I ordered a L desk from here on the 26th of December, and I immediately received a order confirmation and soon after the money was taken. However over two and a half weeks later I have had no further communication. There has also been no response to any phone calls or emails. I am very much hoping that it is just a matter of time before delivery.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Jonah. We apologise for unsettling you in anyway, of course this is not our intention and we understand you have received an update today concerning your order with an explanation of the warehouse closure for the festive period which only resumed to full operation on the 3rd of January. The product you have purchased 'usually' experiences a 5-10 working day window for delivery turnaround, unfortunately due to the festive period shut down last year as explained in the one email received dated 4th January we are working as fast as possible to dispatch orders following the return of our transport partners and team members at our head office. From time to time dispatches can go outside the general timeframes customers experience and we of course try our very best to keep this to a minimal, we apologise in advance if you are affected by this. We are sorry however you have felt the need to write an early review and as communicated by our team we endeavour to fulfil your order as quickly as possible now that the team have returned, sadly due to logistical restricted services that operated during the festive period this has had a small knock on affect for many companies, we of course have every intention to fulfil your order and we thank you for your continued patience in the meantime. Please note if you cannot reach us on the telephone numbers provided you can also create a 'help desk ticket' by logging into your account or creating an account and our team will respond to any concerns you may have. We hope this review response reinstates our communication and committment made to you already in providing you with some peace of mind. Thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Great service, prompt delivery. Would have been ideal if we had a time slot and didn't have to wait in all day, but on the whole a great product and good experience.”

Helpful Report

Posted 6 years ago

Thank you for your positive comments, we value your 4* feedback and of course we would like to make this a 5* experience, nonetheless it is great to see you are happy with the service on the whole, we will pass on your comments to our team. Thank you for taking the time to share your experience with us. Unfortunately due to many items delivered via third party services we cannot offer the same delivery experience on every purchase with regards to timed deliveries, each item factors costs associated to them and to remain competitive without reducing your overall service level experience to much we have to apply the best service available in the interest of the product itself whether a small or large piece. With some goods prone to transit handling damages we select the service best suited which can often impact the timeframe and service execution i.e. time slot or all day slot to ensure the product is delivered from A to B in an expected and satisfactory condition. We hope this clears your concerns as to why you did not get a timed slot like your previous order from us as advised on the phone by our team also. Thank you for shopping with us again. Customer Care Team H A U S

Posted 6 years ago

“**READ THIS FIRST BEFORE YOU PLACE AN ORDER** I placed an order on Dec 9th and I still haven’t received my item despite the money being deducted from my account the folllowing day. I still have no vision of when my item will arrive 4 weeks later despite leaving voicemails to call me and sending many e-mails to customer care. In fact you never get a specific email back on your order, only a generic email to say they are busy. I now doubt if this company actually exists and will be reporting the matter to the Police.”

Helpful Report

Posted 6 years ago

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

Posted 6 years ago

“Excellent customer service. Very helpful and patient with my various phone calls to the company regarding my enquiries. Bought the mini office. Very impressed with the design and quality of the furniture. Very happy with Haus. Highly recommended.”

Helpful Report

Posted 6 years ago

Thank you for your positive comments Sue St Clair. We value your feedback and we are pleased you have had a positive experience, we will pass on your comments to our team, thank you for taking the time to share your experience with us. We hope the Mini office is treating you well and we look forward to servicing any future requirements you may have! Thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“I ordered two office storage units with HausDirect on the 7th of October. After several calls and messages to the helpdesk, I am still waiting for the order to be fulfilled. They have told me half the order has arrived and the other is still be shipped from Germany. Must be on a round the world trip! Website said it would be 4 to 6 weeks and now it's the 27th of December. Don't believe what they say about items being in stock.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Mahesh. We apologise for unsettling you in anyway, of course this is not our intention and we understand you have been communicating with our team with regards to your order. Part of your order as advised was caught up with the festive period delays resulting in only part of your order being made available initially, we did however give you the option to take part of your order and the remaining piece would follow in January which was mutually agreed on given the situation you we were facing was outside of our control at the time. We are sorry however you have felt the need to write an early review and as discussed with our team we endeavour to fulfil your order as quickly as possible now that the team have returned on the 3rd of January following the factory shut down during the christmas period whereby part of your order has been held. We also apologise for any any inconvenience in getting through to us during our busy periods, due to the Christmas demand and restricted timescales last month we have been working very closely with our transport partners to fulfil orders as quickly as possible now that the teams have resumed back to full operation, due to the nature of the product we just could not ship this with any carrier and therefore our options were limited at the time. Please note if you cannot reach us on the telephone number provided in your email confirmation during busy periods we do also display two alternative numbers on our website to reach us on and a messaging service. Please do check your junk/spam folders for any email communication we have sent should you not be in receipt of this still. We hope this update helps provide some peace of mind and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Ordered a sofa from Haus on 23 Nov and payment taken from our account on 26 Nov. Not heard a thing from them since the confirmation email on the date of my purchase, other than an automated response to my second e mail to them, enquiring about a delivery date. Have tried to call but can’t get through. Very, very poor customer service. The 5 to 15 working days delivery timescale for the sofa has now expired and we still have no idea when our sofa will be delivered. Was hoping to have it for Christmas, but that’s looking highly unlikely. Will not buy from Haus again.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Mark. We apologise for our delay in replying to your email and also for any inconvenience in getting through to us during our busy periods this week, due to the Christmas demand and restricted timescales this month we are working very closely with our transport partners to fulfil orders as quickly as possible. We understand our team have been in touch since and have notified you of our delivery timeframe as advertised on our website against the item you have purchased and that you will be getting this before Christmas as planned. Please note if you cannot reach us on the telephone number provided in your email confirmation during busy periods we do also display two alternative numbers on our website to reach us on. Please do check your junk/spam folders for any email communication we have sent should you not be in receipt of this still. We hope this update helps provide some peace of mind and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Today received my Maximus desk. Great quality! It was worth the wait. When I ordered I underestimated the 4-6 weeks delivery time, in fact I started thinking to the worst, but after calling the customer center have been reassured that the delivery was going to happen by the 6th week as the product was made in germany. I would definitely order again from Haus direct in the future.”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback Sara. We are pleased to learn you have had a positive experience with us and we value your comments and will certainly pass this on to our team. We look forward to welcoming you back in the future and once again thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Just received our Frank Olson units and very happy with them. Had read some negative reviews about delivery times and was nearly put off. I phoned customer services and spoke to Tom who assured me I would have my Units within 3 or 4 days. They arrived next morning before 10.am Very impressed”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback Mr Hunter. We are pleased to learn you have had a positive experience with us and we value your comments and will certainly pass this on to our team. We look forward to welcoming you back in the future and once again thank you for shopping with us. Enjoy your new Frank Olsen AV Furniture! Customer Care Team H A U S

Posted 6 years ago

“I bought my sofa and waited a little longer than expected. However the quality and look of the sofa made up for it. Thank you love the sofa.”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback Gail. We are pleased to learn you have had a positive experience with us and we value your comments and will certainly pass this on to our team. We look forward to welcoming you back in the future and once again thank you for shopping with us. Enjoy the comforts of your new sofa! Customer Care Team H A U S

Posted 6 years ago

“I caused Haus a problem by having to change my delivery address before my office desk was dispatched. I informed customercare of my new address which they passed on to their delivery people. I phoned ITD to arrange a suitable delivery date and confirmed the delivery address. My office desk arrived yesterday. Both Haus and ITD did a splendid job. Haus customercare were very helpful responding well to emails and telephone.”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback Mr Brownlow. We are pleased to learn you have had a positive experience with us and we value your comments and will certainly pass this on to our team. We hope you have settled in well and are pleased the delivery service was executed as planned. We look forward to welcoming you back in the future and once again thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“I bought a desk for my son after a house fire destroyed all our possessions. The quality of the product is excellent and it was straight forward to assemble. Very pleased.”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback David. We are pleased to learn you have had a positive experience with us and we value your comments and will certainly pass this on to our team. Sorry to learn about your house fire. We look forward to welcoming you back in the future and once again thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Ordered a sofa from Haus several weeks ago. They have taken my money but have not heard a thing from them since the confirmation email stating my purchase. Have tried to call but can’t get through and have emailed several times but no reply at all. What poor service. Still have no idea when my sofa will come or what is happening.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Wendy. We apologise for our delay in replying to your email and also for any inconvenience in getting through to us during our busy periods this week. We understand our team have been in touch since and have notified you of our delivery timeframe as advertised on our website against the item you have purchased. Please note if you cannot reach us on the telephone number provided in your email confirmation during busy periods we do also display two alternative numbers on our website to reach us on. Your order has been released and awaiting collection at present which is why your payment has been taken to allow us to proceed with its dispatch, we state on our website against this item 'usual' delivery can take around 5-15 working days for delivery, we are sorry if you did not see this. Yesterday was the 10th working day since placing your order, unless your order is expected to be delayed you will not receive any communication other than your delivery booking confirmation from our transport partners, please be rest assured if any delay is to be experienced we will notify you. At present this is showing as on schedule for completion in this timeframe. Unfortunately as the despatch centre is closed over the weekend we cannot obtain a live status check on your delivery date until Monday as we have advised already. We hope this update helps provide some peace of mind and we thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Excellent product, courier driver could have been a little more happier as this would have made me give you 5*, a smile does not cost anything, maybe this is my age showing. All in all great product from last weeks purchase, our console table is now built and the wife loves it so thats a result for me! :-) Great site with a great offering! Sure to visit again.”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback. We are pleased to learn you have had a positive experience with us and we will pass your comments on to our third party courier team who were assigned to oversee your order. We look forward to welcoming you back in the future and once again thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Thank you HAUS. Ordered an oxford corner desk and this item arrived as expected, perfect product at a perfect price, great value for money. We will be back! Only advise would be it would have been great have a timed delivery slot, we did try to obtain this but we were given a 4 hour window on the day, this would be my only grip. I can see you have a few comments from customers being negative but i have to say we did not experience any issues and this day and age people need to have more confidence, if your not happy with the service ask for a refund, always quick to leave negative feedback but how often do you really leave positive feedback?? Thanks again HAUS.”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback. We are pleased to learn you have had a positive experience with us and we value your comments and will certainly pass this on to the booking team. We look forward to welcoming you back in the future and once again thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“I made 3 orders. One on the 31/08/18 and two on the 02/09/18. Still no delivery. Contacting HAUS is almost impossible and having contacted one of the MANUFACTURERs directly they stated that they only got the order from HAUS on the 13/09/18. !0 days after I placed the order and HAUS took my money. Ringing HAUS is pointless as you will never get through. Email is hit and miss. HAUS took full payment for all items in my order totalling £1819.00 on the 03/09/18. This is not a small amount and as others have said, they should not take this until the items are dispatched. I have since found out that they did not even place the order with the manufacturer until the 13/09/18. I have had an email from HAUS with a story about checking one of the items and that they are trying to consolidate the delivery into one delivery. HOWEVER, again after contacting one of the manufacturers directly (Listed under each product) they state that they deliver directly and not via HAUS. So are HAUS lying? So this leads me to believe that HAUS have serious processing and customer services issues after 1: finding out they do not place orders straight away. 2: The products may show as in stock but they are not and 3: They seem to be telling lies to their customers with made up stories to cover themselves. So, in conclusion, I have no idea what is happening with my order or my £1819.00 and can only hope the items get delivered. Next time, I will approach the manufacturers directly as at least they answer their emails and telephone. TO HAUS: Please contact me to sort this out ASAP.”

Helpful Report

Posted 6 years ago

Thank you for getting in touch Mr Leeson. We are very sorry to learn about your negative experience to date concerning communication with our team. As explained today on the telephone by our business manager, during brand events our telephone lines can experience a high volume of calls and therefore our advisors are unable to answer immediately, this in essence can take some time in answering calls, we are actively improving our processes and company infrastructure to cope with the growth of our operation, and are aware we can do better, your feedback is valued and will certainly help our management team. Sorry in the meantime that we have not responded quick enough. Alternatively to the telephone service we have introduced a help desk centre and strongly advise should this happen again to open a ticket through your account if created or create an account using the same email address as your order and we will link this to a ticket and an advisor will call you or email you back. We usually respond within 2-3 working hours or alternatively you can email our team who will look into any concerns or updates you request within 24 working hours. Your order has a time frame associated with it which is a usual indicator to when orders are expected to be completed, we do apologise that this is extending outside of the 15 working day period at present and as you have been made aware by our partnering brand advisors this is something which was updated previously by them on our behalf, we have also noted that this has been provisionally confirmed today with you also and a date we anticipate to be the firm date for delivery given the services are outsourced by our partnering brand on this item (s) also confirming. Your communication with our partners is also logged and noted in our system as contracted therefore we deem updates channelled on our behalf are satisfactory updates, communication updates activated in this manner are a true reflection of our positive alliance with the brands concerned as they are equally key members of our operation extending the service levels to fulfil our after sales support needs especially if they oversee the logistics at the time, they will usually hold the information you may require, this being said we will always pass this information on to you as and when we receive communication, from time to time booking in confirmations are sent by third party couriers/ partnering services and not by HAUS. With reference to your payment, please note your order was released from our system and awaiting preparation for dispatch which is why your payment has been taken, as we outsource our delivery services in order to release the goods we hold we have to take your payment commitment to allow for the transportation services to commence and allow for execution of the final stages of the order fulfilment, and with your order being in two locations we are trying to consolidate this to arrange for a dispatch with 1/2 couriers and not three to avoid any inconvenience given this is going to the same postcode, three orders in our system are deemed as three separate transactions especially when ordered on different days. Brands can collect from us and deliver directly so this is incorrect information you have been given, in this instance we are actually delivering part of your order from the North East warehouse to the warehouse who you have been speaking with directly, this is because this is a separate transaction to that of your first order placed. If our stock holding is held in various warehouse locations we can access these at any point and do not need to call on items immediately to be allocated if held with us, items are also held with our suppliers which is where you may have been advised of our order date, as we designated stock to be released knowing this was in the normal timeframes to enable preparation for a swifter delivery turn around. This is simply because if our third party courier is unlikely to deliver this within a reasonable timeframe we can switch the stock allocation from our secondary storage facilities to allow for a quicker turnaround to commence, this is what has happened here, we however have been monitoring your order from day 1 and have certainly not forgotten about you. To conclude on your assumptions of our services and execution faults we are very sorry if you feel your order has been badly managed, this is not how we expect our customers to feel nor do we gain any satisfaction from unsettling them in anyway, on this occasion your order has been upgraded to be overseen by the manufacturer themselves who can facilitate this service on two of three of your orders quicker and safely given the value of your orders, resulting in avoiding multiple handling of these items. We hope today's update is a reassuring one and we are pleased you have managed to speak with a member of our team. Please accept our apology for any inconvenience caused and please be rest assured your order is being monitored by our booking team as well as our partnering brand partners. Thank you for your continued patience in the meantime. Customer Care Team H A U S

Posted 6 years ago

“Thank you for swiftly deliverying our order, we did struggle getting through at first but quickly realised you had a telephone issue and we reached out to your website for the updated numbers, your CS team were very helpful. Other than that your driver delivered on a Saturday which was great which suited us better and our order arrived just in time for our party! Thanks again we will be back HAUS.”

Helpful Report

Posted 6 years ago

Thank you for your positive feedback. We are pleased to learn you have had a positive experience with us. We look forward to welcoming you back in the future and once again thank you for shopping with us. Customer Care Team H A U S

Posted 6 years ago

“Appalling customer service - 9 weeks and counting for a flat pack desk. Numerous attempts at trying to contact HAUS and automated line just hangs up. Taken the money despite website advising only taken when item dispatched. Call customer service line - no answer and call hangs up after 5 minutes waiting.”

Helpful Report

Posted 6 years ago

We are sorry to learn about your experience today Mr Parish. Monday mornings can occasionally prove challenging at peak times to get through to the team with pre-sales and aftersales engagement following our return from the busy weekend. Please note whilst we do try our utmost to get back to you as quickly as possible should you ever find yourself trying for 1 hour again please do send us an email or complete a help desk ticket and we will of course call you back rather than having to continuously call. Our customer care team have hopefully put your mind at ease now by explaining our telephone line issue with you today and have also advised of two alternative numbers which can be obtained from our website. Please note your order states this is a 6-8 week lead time item and is clearly indicated on the delivery details section on the product page itself directly above the add to cart button, this was also explained last week when you called. Please note today is the 43rd working day so this is within our usual time frames customers experience. We understand this has now been confirmed with you by the booking team today and we apologise for the telephone issue you have experienced today. Please also refer to our website for any updated numbers in future as the contact number in your email is dropping out of service resulting in the call management system to take it out of the queue, the technical engineers are investigating into at present. We can also see you made contact last week and successfully spoke with our team, which once again hopefully reassures you that your order is in good hands. Should you have any further difficulties please do not hesitate in contacting us again. Thank you. Customer Care Team H A U S

Posted 6 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