Avoid - no service
This company offers no service. I have patiently waited over 3 months for a refund for incorrect items sent, that weren't what I ordered. I understand current circumstances are difficult, but this is an excessive delay and communication is extremely limited and slow. I am not trying to put down staff, I don't know their work conditions, but I would never purchase from this company again. There are many other great businesses to support, avoid this one.
If only I could give 0 stars
It seems I was one of the lucky ones to actually receive my order, however there were 3 items missing. I went through the online/email contact option. 2 weeks later and 2 emails and I had not received a response. Tried to call, but no one answered. Finally decide to comment on a Facebook post, and low and behold, they send me a message! I supplied the requested order number, then crickets...... After this, I will not even purchase from any of their physical shop. Especially when they jack up the prices, so they can have massive "sales"
NEVER BUY FROM HERE
I spent $900 on this site buying items on two different orders. During the placement of the first order the website crashed, and the order never registered, yet the site took my money. I then made a second identical order, to avoid missing out on the products I ordered, which I got a confirmation for, though i still wanted to cancel/be refunded for the first. To rectify the issue, I have tried calling multiple times on multiple days, I’ve sent numerous emails- NOTHING. Nobody answers, nothing has been resolved. Never EVER buy from here. Absolute joke
Non existent service
Ordered an item for my wife and an item for my daughter at the same time. First item was 3 weeks before it arrived and it wasn't what I had ordered. Second item is still yet to arrive. Have sent numerous emails but have never once received a reply. Horrible online store with non existent customer service. Would never recommend anyone use this service.
Customer service appalling
Ordered an electric dual salt and pepper mill, worked for 30 seconds then stopped. Emailed asking about an exchange, received an auto generated email stating allow 5 business days to respond, seemed reasonable due to what's happening in the world at that moment, that was 4 weeks ago. Have tried follow-up emails and phone calls... no response at all. I only bought online because local House store had no stock and didn't know when they would receive them. Will never buy from House again.... they have no customer service at all...
- Online store
- Verified customer
Missing and damaged items
I ordered 4 items from House over 2 months ago and immediately tried to contact them regarding a missing item and a damaged item (a cast iron pot with a large scratch on the base). I have tried calling them 4 times but have never been able to speak to someone. The phone just rings until you receive an automated message telling you to leave your name and number and someone will get back to you, but then the phone just disconnects.
I have managed to speak to someone through their ticket system, and the cast iron pot has been returned, but no wor...d yet on when I will receive a replacement. That was over a month ago. Meanwhile, my ticket for the missing item has been solved without explanation. Subsequent emails have so far gone unanswered. Definitely not worth the hassle when there are plenty of other retailers that are more suited to online shopping.
Misleading and time wasters
Ordered ironing board, showing as available stock. 2 weeks later email arrives advising the item is not in stock and cancelled order. Just checked the web site - is still showing that the item is about to sell out in 3 hours and continuing misleading customers. 2 weeks to receive item not in stock notice is not acceptable. Would not place any orders on this website. I should have checked the reviews here first.
Thank you, your service was amazing
Joel’s customer service was outstanding.
Once my email was actioned he solved the problem immediately
He was polite and professional
The only reason why I will shop at house again is because of him as I wasn’t happy at all with the process leading up to this.
- Online store
- Verified customer
Terrible services - no response to item not delivered
Order#67002205. I ordered 3 items, but only 2 were delivered. Item Baccarat Damashiro Sharpening Steel 20cm PCP-1028999 wasn't delivered. Tried many many many times to call, but always on hold forever only to be cut off, so could never get through. I raised a case or ticket #193060 to their website, but the case wasn't attended to. There is no customer service at all, and will never buy from them again. Wish I had read the reviews here before I made the purchase.
Misleading description of items; failure to deliver items and the company does not engage on returns
I purchased an item on the basis of the description on the website (that it was glass) but when it arrived it was made out of plastic. Zero response on returns requests emails or calls. As in - NOTHING - they don't respond to emails and do not pick up the phone! Additionally I did not receive one of my items but of course, I have been charged for it. Again, cannot get a response from them on the issue. House Online have removed both of my poor reviews from their website. This has been, without doubt, the most unsatisfactory online transaction I have ever had.
I ordered a rug weeks ago but I never received it. I never even received a confirmation email when I purchased it, however I have been charged for the product. I’ve sent 4 emails with no reply and sat on hold for 25 mins only to be cut off without ever speaking to anyone. The customer service is absolutely appalling. I wish I read all the reviews before making the purchase, they all say the same thing. The website is a complete scam!! I just want my money back.
Dodgy! Don’t let them take your money!
Don’t order with them. You can’t take it back - they don’t answer and stores are not linked to them! Store staff are disgusted with their online service and told me also to follow up with a review as they’ve been swamped with angry customers. Broken glasses arrived without fragile sticker, items missing. Delivery 2 months late. Customer service does not pick up. Wasted hours on hold to only be disconnected when it finally reached max hold time. No response to emails. Appalling business.
Reall bad service
Online order arrived within 3 days but the i received the incorrect product. 4 emails and several phone calls involving hours of hold time, i have not heard back from this company. Very disapointed, its not that hard to get back to someone.
Sell faulty goods, cant get issue resolved
Purchased online after the 2 of the same item they had in store were damaged, the online order also arrived damaged. Multiple calls and emails (both go unanswered) and I cannot get any resolution
Must of fired all of customer service department.
Useless trying to contact them regarding order, nothing, phone is useless has anyone ever managed to speak to someone, "Covid-19" difficulties, yeah right. Not hard to reply to an email. Just want my money back
Returned item not refunded
I am a longtime buyer from this store and have never had an issue in the past. Recently ordered two similar cookware sets to compare quality, with the intention of returning one. After multiple attempted emails, I finally received an RA number and sent my item via AUS post. House have received my return, it’s been almost a month now and NOTHING has been credited back to my account. I’ve tried calling, but the line drops out after 20 minutes. Sent multiple emails and nothing.
This WAS a company and site I would buy from regularly. But this recent experience has me not wanting to buy again
Have just come out of the House store and received horrible service. Seems to be a constant with this store and horrible customer service. They always make me feel like I'm wasting their time when all they are doing is gossiping with other staff. I've bought a few things from House and was always greeted with rude customer service, even at the counter when I'm paying.
I'll be spending my money elsewhere.
Disgusting customer service, well can’t even call it that.
Placed an order on the 28th of June, on the 19th of JULY I finally attempted to contact them RE my order. You sit on hold for 30mins until it automatically hangs up on you, tried that 10+ times on different days. send online enquires and tried to go in store with no luck.
Had to lodge a dispute with consumer affairs to get a refund of my $500 cookware
Absolutely shocking service!
Horrible, unprofessional! Service absolutely disgusting, no communication, ignoring customers, no reply to enquiries/email/phone calls. They keep you on hold and around 20 minutes they hang up on you! Theiving, greedy a***holes! Using Covid as excuse! Many companies have delivered in 2-3 days. Pi** poor service. Never again. Pathetic!
Worst online ordering system ever! You will receive a tracking number but they don't send the product to the post office! Waited 5 weeks and nothing. I knew something was up so I contacted aus post, they came back saying there was nothing waiting to be sent. After multiple emails and hours waiting on the phone I finally got through to be told there are no more cookers in stock and I would have to have a refund! To say I'm beyond annoyed is an absolute understatement. How this business is running is beyond me. I even took my complaint to the accc.
Questions & Answers
Answer you customers!!!
Update: it's been 1 month now.. I received nothing from House: no knife set and no emails. Openpay said that they can't help with refunds, deal with merchant directly. What a joke... i will never use any afterpay services, because it's zero protection for buyer.
placed my order #66486148 almost 1 week ago... they didn't post anything and never reply to my emails... it was a gift for my friend.... is it a scam or something??? I hope at least to get my money back!
I don’t think it’s a scam they’re just slack!! I paid by PayPal and have put a claim in through the resolution centre. I’ve had to escalate it cause they don’t even reply to them. They’re hopeless and shouldn’t be in business!!
Just a little tip, try contacting them via facebook messenger, they will take days to get back to you but it's better than nothing, i have tried calling them and waited on hold for an hour only to be disconnected, this happened to me twice!! fb messenger may be the way, also tried calling their stores and they know nothing and just tell you to call the useless customer service number!! They're maddening and I don't care what they have on offer they're not getting my business again,they have inconvenienced me to no end
It's been over 2 weeks since contacting consumer affairs, they can only help with urgent matters which is understandable.
But they have advised to take the matter to VCAT which I will be applying for in the coming days after iv read more into the proceedings of going to court.
I suggest anyone else reading to do the same
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