Hauslondon Reviews 7

I bought an LC4 sofa from Haus and found their customer service helpful, friendly and informative as I was choosing fabrics etc. Would shop here again!

I bought a Muuto coffee table from them but soon after I got it, it started to stain on the tabletop. I contacted Muuto who told me I had to go to the company I bought it from which was Haus, so I've gone through them, they said they have a answer with me in a week or so, it's now been almost two months. Most of the time they just ignore my emails, it's really awful customer service.

Great communication. Very helpful. Efficient and timely.

We bought a Hay bench from Haus and later visited their small store in person, we’ve had a great experience with them. We received the bench on time and are very happy with it. The delivery guys were super helpful too and were happy to bring the bench up the stairs to our flat.

We unfortenantly had a really bad experience shopping online at Haus. We ordered a sofa, coffee table and some small bits in two separate orders. The first order was a costummade sofa which had 8 weeks lead time. We recieved the sofa 11 weeks after ordering it, which was not a problem. But when the sofa arrived one of the two modules was soaking wet, aswell was the carbordbox it came in. We could not sit on the module for days without getting wet. The delivery guys told me to contact the store, and also took pictures of the wetmarks on the module.

We then contacted haus and told them about the condition of the product and attached pictures to the email. Haus replied:

"I am so sorry to hear this. It sounds like the unit may have got wet at some stage during the shipping process. We checked with the delivery team and the outer box did not appear wet so it may have happened during transit from Denmark. Unfortunately the photos we have received from the delivery team are rather blurred. If it has just got a little damp on the corner this will dry in a day or so. You mention watermarks though. If you have a better image that will help us work out the best course of action with Hay. Sincere apologies for the inconvenience, we will ensure it is resolved for you."

We had to send them additional pictures and also chase them down to get them to resolve the issue. When they agreed that they would resolve it and order a new module, it took them weeks to update us, and they did not answer our mails. After waiting for 11 weeks and recieving a damaged sofa we were really disappointed, but they said they would compensate it and order a new one which would take about 8 more weeks. It took them 6 months to get a new sofa module for us, and they finally got back to us 2/09/21. after months of us trying to reach them.

In the meantime we moved from London to another city in England. - In August. So when they finally came back to us aprox 6 month later, we then informed them that we actually had moved, and then kindly ask them to deliver the new module to our new adresse in the midlands. And at the same time, bring back the module that had been damage because of the water.

They then asked us to inform our new adresse and also be aware of a delivery charge since the new address was different to the original one i London. Which at first might sounds fair, but in our case we thought it was a bit unpolite, taking into acount that if the sofa module would have been delivered within the given time slot of 8 weeks, (in fact even within 16 weeks, twice the amount og time they had promise us.) we would still have been living at our old adress in London.,

We told them that we thought it would only be fair if they covered the extra delivery charges, since we spent more that 3000 gbp and had to wait so many months for a complete order. (which is still not complete yet)

Like so many times before, they just stopped replying us whenever we challenged their poor poor costumer service. As of today, 20/02/22 they have still not replied on my last email regarding our sofa module.
which was sent on the date 03/09/21:

"In January and February we made orders for almost 3000 GBP and not one thing came within the expected delivery time.
I believe that 220 GBP is a small fair amount to pay for the delay and troubles"

So here we are.... with a problem that has not been solved.
we would just love no having to use more unnecessary energy on this matter. We will never shop from Haus again, which is too bad, cause they have a lot of nice items and furniture. Its a shame you dont get what you order and that the costumer service is that terrible.

The product we purchased contained a child safety issue we weren't comfortable with, the safety disclaimer in the leaflet that arrived with the product was not presented on the website. When we contacted them in a good-natured way, the replies we received were unpleasant, condescending and unconstructive. Ended up being advised by credit card provider to raise a dispute against the merchant, which took up a lot of time and energy.

Initially I was delighted to find out about Haus as I always love and happy to support a good independent furniture retailer with a tasteful selection of designers. Having done some research including reading reviews and visiting the store myself, I made the decision to order a high-value made-to-order piece with Haus and since I have been deeply let down.

First of all, throughout the order process Haus has done nothing to ensure customer is updated on the status of the order. Expect no contact from the aftersales team whatsoever after you make full payment when you place the order, this includes when the promised timeframe is passed. My order was placed on 4 December 2020 with a promised timeframe of 8-10 weeks. Yet today on 19 March 2021, week 15, my product is nowhere to be seen. Having sent the aftersales team 10+ emails, the team assured me the product was despatched on 25 Feb and will arrive within a week - never happened, no tracking number, no explanation, no apologies after 3 weeks have passed. The only channel to obtain any order update is via email, which usually take 2 weeks and 3-5 chasers for any responses, yet most of them are neither helpful nor informative. Whilst COVID could mess up the delivery, customers have every right to at least be informed in advance and throughout.

Secondly, look out for traps in pricing and bear in mind that if you see your product price lowered the second day after you purchase - DO NOT expect that HAUS will refund you for the difference like its peers will do without any issues (John Lewis, Heal's etc.). I placed an order for full price on 4 December, and found out that the price was subsequently lowered by £150 (original price, not discount). Upon emailing the aftersales team, i received the most aggresive response from Andrew from the aftersales team who seem to have found my refund request absurd and greedy. Also stating incorrect facts such as on the day i made the purchase the GBP - EUR exchange rate is close to 1 (which is not true) hence higher price. Having pointed out that his tone is making me feel uncomfortable, I received no response or apologies from Andrew or the team - they simply ignored my email as they have done to many other emails i sent requesting response for order update.

Unfortunately the experience I had with Haus is appaulling and certainly will not recommend to anybody else. Having spent a substantial amount of money and waited for more than 100 days, it seems like i can only pray that one day i will receive either the product or refund.