Haus 39 Morpeth Road, London E9 7LD

"We had such a positive experience buying a sofa with Rikki and the team at Haus. She gave us great advice and direction on colour, fabric and design. They've got an extensive collection of options and great inventory to choose from. High recommend!"

"Terrible experience shopping with them online. Having paid, I was then kept waiting for months with no updates about my order, countless emails going ignored, I had to chase them endlessly over the phone to get basic information of what was happening, and had to chase multiple times to get a refund (having already waited several weeks) when I retuned items. Simple inquiries often met with a rude and hostile attitude. Just a complete nightmare to deal with from start to finish. Their bullying response to other negative google reviews suggests they don't take well to criticism. That being the case, here's a tip for getting good reviews - treat your customers better! NB - my review is definitely about 'Haus' and not 'Haus Direct' or any other business. Nice try by the owners at deflecting from the series of terrible reviews they've received!"

"Ordered a side table which arrived damaged (a deep scratch, potentially from the supplier itself). Contacted the team and they helped arrange a collection and exchange for a new and undamaged product. I was quite worried when I read some of the previous reviews but can report a very positive experience. Very happy with the price and the quality of service delivers by Haus"

"High Alert Hi You replied to one of your customer that you have excellent customer service ! Honestly you have no idea about customer service ! Your phone goes directly to voice message as both myself and my partner tried to reach you in different time of the days !! Email communication is been so poor and we still have not received any clarification after more than 10 weeks for our £1000 order ! Who ever runs this business needs to leave the post to real professional people with genuine customer care ! Please do not waste the time by replying to the review , instead reply to emails with high priority. Angelica / Ia"

"Altogether a very disappointing experience purchasing from Haus. We are undertaking a large renovation and had purchased both our sofa and a number of lights from Haus. In both instances issues arose where Haus took a deliberately inflexible approach: Lights - our architects accidentally ordered the wrong finish on three pendant lights (together costing over £1,000). Haus refused to facilitate an exchange, purportedly on the basis that the lights were purchased using a trade discount (although the discount applied was only marginally greater than the 20% sale being run at the time). In any event, there was of course no actual reason why they could not exchange the products, and this approach is atypical (we have purchased items applying a trade discount through numerous other retailers all of whom have been happy to facilitate an exchange in similar circumstances). As it was, we had to purchase the correct shades from another retailer at significant cost. Sofa - on the day of delivery, I arrived to the site to find that it would be difficult to accept delivery due to the painting that was ongoing (which should have been completed, but was delayed). The delivery company helpfully offered to arrange re-delivery, noting that there would be a fee but that it was inconsequential. Shortly thereafter, I had a call from the director of Haus to inform me that not only would there be a re-delivery fee, but there was also a fee to take the sofa back to the warehouse and storage charges. I asked him twice what the fees would be and he said he didn't know but would email me that afternoon. As it was, he waited almost two weeks to email me with the price, by which time we had incurred significant storage fees (altogether the cost of storage and re-delivery was in the region of £500 - this is in circumstances where the warehouse was closed and we were unable to re-arrange delivery till after the New Year in any event). The storage fee was subsequently discounted, however (and as I explained at the time) had we been made aware of the fee as promised on that day, I would have arranged collection from the warehouse immediately. The approach adopted by Haus is in stark contrast to that of its direct competitors who stock the same items (e.g. Holloways of Ludlow who sell the same items and who I would strongly recommend (just by way of example - they gladly stored items for us for nearly a month without charge)). In summary, and based on my experience, I would strongly recommend purchasing from another company which won't seek to profit from any administrative errors or other issues that may crop up. RESPONSE TO REPLY: I would never normally respond to a reply (in fact I have never even left a negative google review before), however I am compelled to do so because I am so shocked (and appalled) by the misrepresentations contained in the reply below. To be clear, at no time did Andrew offer to have the delivery team return to my home that day. At no time did he suggest that I could keep the sofa boxed on site. The first thing he said to me was that there were now no delivery spots until they re-opened in the New Year. Andrew confirmed he would send me the total costs by email after our call. He did not. He waited two weeks to do so by which time the storage costs had already been incurred. Andrew is correct that I confirmed I could take delivery on 5 January (i.e. the first available spot offered to me) on Christmas Eve, but I could not have taken delivery any earlier since the warehouse was shut. At this time he still had not sent me the price list despite promising to do so after our call on 17 December. As for the lights - again, Andrew does not offer any reason whatsoever why an exchange could not be facilitated. That says everything you need to know on this matter."