hausdirect.com Avis 196

Ordered a desk on Feb 13th 2022. Still not here by 4th April 2022. No response via email, no response on phone. Absolutely terrible customer service and should be looked into!

The customer service is one of the worst I have ever experienced!! Ordered a coffee table which arrived with the wrong legs/frame. I have called the office at least 10 times over the last 4weeks. Managed to speak to someone in customer care on 2 occasions and promised they would get back with a solution but heard nothing and no one ever gets back to me on follow up calls and emails. Very disappointing indeed.

I was very patient with Hausdirect. My order was ‘in stock’ and had a 6-8 week delivery estimate. 8 weeks after ordering I tried to get in touch. Over the next two months I sent 14 emails (zero replies) and called 15+ times (never got through to anyone, never called me back).

I requested a refund 4 months after ordering (again, no response to emails / calls) before finally contacting my credit card provider to claim the money back.

No idea if company is legitimate but they are certainly time wasters. Save yourself the hassle and look elsewhere!

Exact same experience as the previous review. Paid £359 3 months ago, continuously lied to on the phone and no response to emails so had no other option to but to raise a dispute with credit card company. Avoid.

Wish I could give 0 stars. I’m not sure how a company can survive with customer service this bad. Product never arrived, continuously lied to on the phone, no response to emails. Had to request my credit card company to reclaim the payment in the end.

Pitty, I didn't check reviews before placing an order.
I have bought a bookshelf unit on the 3rd of January. I was surprised that there was no delivery date to choose from or any notes when the order would be delivered. Weeks have passed, and I haven't heard back anything from HausDirect about the delivery. I have contacted them several times about customer service, and the story they have come up with is ridiculous. They keep telling me that the order is being processed, but there is no date booked for the delivery. Next time, the guy said he had released my order from the queue and that I should receive an order by Friday. I have sent emails, but there is no response from Hausdirect customer service. Now it's impossible to get through the phone, they put you on hold and ask to leave a message, but they don't call you back.
I don't understand how this company exists. Is it a legit company?

Like all the others order does not arrive and customer service is nonexistent. Waited over 3 months and I’m now going to my credit card company to get my money back. Avoid buying anything as you will not get it

Do not buy from here - having not delivered the goods, subsequently cancelling the order and receiving confirmation, there is no sign of a £750 refund. I have tried to contact x5 times, with no call back and no reply from their customer care email address. There are obvious issues of which they try and deal with by avoiding any communication. Seeking a refund through the credit card company.

Ordered an item about 8 weeks ago, was expecting a 4 week delivery. I have received no further information or communication (apart form my initial order confirmation). I have phoned daily for the past two weeks only to be told that my details will be passed to the sales team each time for a call back - which has never happened.

I would totally understand if there was a delay for any valid reason, but to just not communicate with customers who have given you their money is utterly unacceptable!! It causes a lot of stress, increases the distrust and is really damaging the brand.

On their website the product I ordered still states '4 in stock' and 4 weeks delivery, so they are continuing to attract more people who will all have the same experience.

Like most of the people on here I didn't read the reviews and unfortunately I can now confirm that I have had the same poor experience as everyone else; I'm just hoping that the reviews from people that have received poor quality products or never received their item and are trying to get refunds are exceptions rather than the norm.

This is causing me a lot of stress and worry now and I would welcome a response to this from HD...

***Update*****

After getting the name of the manager and calling for him a few times I had a great conversation which put me at ease. The delivery times are there best guess and can be longer than stated at point of order as most of their goods are imported. I still think that they could do much more to manage customer expectations and perhaps give the person who answers the phone the same system access as the manager and it would really improve peoples experiences. All that said I’m still awaiting a delivery date but have increased to two stars

I ordered an office desk 10 days ago with a promise of a 2-5 day delivery. It has still not arrived, despite the website stating '4 in stock' when I ordered, implying that they were on hand for delivery asap.

I discovered many negative Trust Pilot reviews after ordering and immediately emailed and phoned the company and asked them to cancel my order but I have been met 4 times with the receptionist and have never been passed through to the finance or sales category departments.

I fear this company is a true scam having just read the amount of terrible reviews.

I have read many awful reviews about Haus Direct and I’m sorry that people have had terrible experiences but I just wanted to write a review to say that my experience has been excellent! I ordered a desk on 15.10.21 and it was showing as in stock but with a 6-8 week delivery window. But I was contacted by
ITD express only 2 weeks later asking me to pick a delivery date that suited, which I did, and then my desk was delivered on said day right at the beginning of my time slot window. All staff from both Haus Direct (and customer services did phone me back) and ITD express were very pleasant and helpful.

I ordered a chair with 10 to 20 days delivery and it didn't arrive so I phoned the company and was told there was no one available in the sales department available but they would pass on the message and someone would call back,no call so I phoned again and was told the information had been passed on and they would mark it as urgent and someone would definitely call.Another day passes and I have now had enough so called and said I wanted to cancel the order only to be told that I need to speak to the sales team to cancel and guess what there's no one available but they will call back,I'm still waiting. Appalling customer service please don't order from this company

I ordered a desk on 31st August. It is now 10th October and my desk has still not arrived. This is despite the website stating 'in stock' when I ordered.

I discovered many negative Trust Pilot reviews after ordering and immediately emailed the company and asked them to cancel my order. They telephoned me right away to reassure me my order would arrive in the next couple of weeks. It has not.

I emailed the company 8 days ago asking for an update on my order, I have not received any reply.

I have now re-emailed asking for cancellation of the order and full refund.

Sadly this is the second time this has happened to me with ordering from online companies lately. Have lost faith and would probably only order from a familiar/household name/brand now - I'd rather pay more for the service and reassurance.

Very disappointed. Had to file this as a scam payment through my bank as no acknowledgment from customer services following calls and emails. Do not use this company - only received correspondence apologising after my bank had investigated.

The worst company in the world. It took more than expected to be delivered, the item was damaged and the color on the website is completely different from the product. They didn’t deliver the product to my second floor so I had to open all boxes and go up piece by piece. Now I have to pay to collect the product which is damaged and with the wrong color. Avoid this company.

Don’t even know where to start. I also wished I read the reviews below! So frustrating.
I want to return the product I bought because I didn’t like it after waiting for more than 16 weeks and I simply don’t get a response from them. When calling them to return the product, they said they might charge me a fee of £79. Unbelievable! The photos on the website showed a dark green product and it turns out it is black. Before receiving the product it was very difficult to contact customer service. Only when I threatened to cancel I was able to talk to someone. I purchased the furniture in April, I want my refund! 4 months for this… DON’T BUY WITH THEM, NOT WORTH IT.

Wish I had read these reviews before ordering! exactly the same experience as so many others.

I'm more disappointed that I didn't check trust pilot prior to ordering. I've been trying to contact HD to no avail both phone calls and emails.

The sales man was so persistent and convincing and since making the sale. Especially buying something straight from the shop floor. Really feel that I should have listened to my gut feeling and bought from any other brand I know and trust.

I regret spending so much money with a company with so little care for after support.

Probably the worst company I've came into contact with. Sent an email to chase an order - no response. Rang up to cancel my order which was then changed to on hold. Rang up a further 3 times and was told someone would call me back but never did. The only way to get through to them is to shout at them and make a point of their shoddy services and poor reviews.

Thanks to a gentleman Sam our experience was very pleasant. My advice would be call 0333 242 0688 and not the order confirmation email as it can be challenging and frustrating if you need to reach a member of the team on that number. Always got through on the 0333 number.

Products have arrived and OMG they are amazing quality and well worth the wait. 3 weeks delayed but I didn’t mind, Brexit, Covid we are used to delays now to it’s become the norm o expect before ordering.

Thanks for your help Sam you are clearly worth every asset to the company as some reviews here are terrible, I can however say my experience is the complete opposite to others. 100% real!