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The Hut Reviews Summary
The Hut has 158 customer reviews and ranks 373rd in the General Apparel category. Common review topics include customer service.
Order never dispatched and yet these lowlife scumbags took my money out of account despite website saying money only taken after dispatch.Liars.No customer service at all, nobody to answer any calls despite a number on website. What a truly awful service and these scumbags are operating out of my area in Cheshire, England.It beggars belief that a company operating here can treat their customers any worse, the online reviews are truly shocking.So i have an order that has been paid for and never even dispatched and there is absolutely no way of following this up, no way of contacting them. What kind of behaviour is that you scumbags? I am furious, do not spend your hard earned money with this bunch of thieves!
I placed my order on 31st October, after waiting 10 days tried to get in touch but the customer service phone number was not recognised and my account had been blocked,. When I placed my order I was under the impression that I'd ordered from the Nestle Quality Street website for a personalised tin, 3 in fact over 50quids worth of order, as they'd cloned the website front page, only adding the. Hut on the very last page in the very small print. I do get the odd acknowledgement that the order is delayed, (no sh#t) we are now on the 23rd november. The last email as good as said because id ordered more than 1 tin, thats why there was a hold up!. Please read all of the web pages before you click that button with you card details on.
Ordered in early sept - told its processing - two weeks later after chasing told because of covid - delayed. Two chase ups later (Mid November) told they don't have any stock. Kept my money
There are earwax on the sheets，Difficulty returning money。In the end, I paid the postage myself, and the refund was incorrect. The price I bought was 27.30, it was only 11.20, and the postage was 4.1. I need to pay for 20 pounds.
Rubbish customer service and delivery. My item was not delivered and I'm still trying to obtain a refund. No sign of it and it takes them days to respond to any issues. They keep on saying to log in and respond to messages which I do and NOTHING gets sorted. The last thing they will do is giving your money back. SCAM. Won't be using this website EVER again.
I placed an order to get the item delivered within 3 days. I paid around $15 for express shipping from UK to Sydney, Australia.
After waiting for 5 days I decided to follow up through live chat and DHL tracking. I got told through live chat that "Unfortunately due to current circumstances we have to allow 30 days for this to get to you." DHL date of delivery is more than 2 weeks time.
I can't believe I paid for shipping and I'm getting asked 30days to wait. If I knew this at the time of order i wouldn't have placed the order. This is pure manipulation getting customers to buy the product giving the wrong information. This is cheating customers time.
I asked for refund and refused by the team saying that the order is still active and they cant refund. They apologised for the inconvenience and they cant do anything about it since the delivery is not their responsibility which is utter non sense.
DHL has guaranteed delivery times and they should get compensation if the order is not met. At least this is my experience with DHL.
I regret ordering with TheHut. There is no customer support. Just apologizing is not customer support.
Avoid TheHut.com
My Order number: *******
I ordered an Alessia yellow lunch box for my daughter. I received a blue one about a month later. I have the order to prove it was yellow - the details and the confirmation. I complained and wanted it swapped on their stupid, inept customer contact section on their website. They kept telling me to send a photo and or screenshot which I kept sending. Then, in the backend of their site, they changed my order to show I ordered blue! I have the emails confirming I ordered yellow. Deceptive, unethical and underhand and incredibly frustrating. I will NEVER buy from this site again and urge others to boycott.
Impossible to return a purchase, keep getting excuses why they can't find my order. Sent them the original shipping package and still they say can't find the order.
I ordered the coat on the 14th June and it arrived today the 22nd June in Perth, Western Australia, 8 days from start to finish that's brilliant considering it had to go through Customs etc first. I love my coat it is exactly what I've been searching for and the quality is excellent. I will definitely be ordering again, thank you 'The Hut' you have made my day!
Before i ordered my bag, i really annoying because i read negative comments but today i got a package from The hut. I love it. I recommended you order this website!
As you can see from numerous people below, The Hut has made my experience of buying from them completely awful and has ended up costing me more money.
I placed two orders for a jacket, one incorrectly, the other correctly.
Within 10 minutes of placing the order I had realised my mistake and cancelled it. On their website it stated to contact their chat service to cancel it. Their chat service was not working and still hasn't been over a month later. I ended up sending a message via their message service. 9 hours later I received a response saying my order can't be cancelled as it had already entered the shipping process. Expecting it to be posted immediately, I thought this reasonable. 4 days later I had confirmation that the jacket had finally left the country on the way to me. I finally received the item and immediately contacted them again saying that I had received this jacket and want it returned even after cancelling. As expected (now after reading all of these reviews) they immediately said that I need to pay for return postage (Australia to the UK) even though I had cancelled the order within 10minutes of placing it. I have gone back and forth for a couple of weeks and have found their customer service team to be truely atrocious, slow and unfortunately plain unfair.
This type of experience reiterates why you should only buy online from a company that actually provides returns so that you can try products on and ensure they actually work without the Worry of having to spend $50 to return every item.
Even trying to return the item using their instructions is practically impossible, so this but not that. Fix this here and if you don't you won't get a refund. If you include this but not that, you won't get a refund. Essentially they will do everything possible to ensure you don't get a refund! The complexity of returning an item is unbelievable. Like A blind person solving a murder mystery.
I will never be using the Hut again and will be recommending everyone to stay away from this company.
First the company applied the wrong discount code to my order. Then they refused to cancel the order, then the order was delayed and when it was eventually delivered it was missing a pack of 3 t shirts. Terrible experience, won't be using again.
One of the worst experiences I've ever experienced had with an online retailer. Ordering from Australia, they decide to send 2 out of 3 items. That 3rd item (being a Tommy bag) gets delayed for over two weeks, I get sent 3 emails saying the item has been delayed and out of the blue my item gets cancelled all together.
Don't advertise an item right up until the day you decide to cancel peoples orders from 2 weeks ago. Live chat kept telling me my item wasn't cancelled when I had received the email already as well which lead to even more confusion.
So basically I got forced to pay $10 AUD shipping for two items I only added so I could get the bag. The previous live chat offered me a refund on shipping but I disconnected and couldn't even get an offer from the second live chat who had no remorse whatsoever. If I wanted to buy a shirt and shorts, I would've bought from an Australian retailer. Don't trust these UK retailers. Will do everything I can to recommend everyone to never shop here.
They have the worst customer service ever possible. They takes ages to reply and they don't even try to solve your problem. I was sent an awful smelling perfume which I have been using for ages and I knew that it wasn't right. I texted them, called them, emailed them. They response with 1 email and did not try to solve my problem. Do not order ever from them. I would give a -5 start, if could.
The most annoying shopping experience ever!
I ordered on black friday a superdry jacket. By mistake I put different size and a couple of hours later I tried to contact them to change the item from L to XL. Their response was they cannot! I asked why is that since the item has not even left for shipping. They said it is a system thing. Then I both tried and asked to cancel the order and perhaps re-order the same item with correct size. They said again they can't, reason being (you guessed right) it is a system thing!
Their ONLY solution is an absurd one. Wait for the item to arrive, ship it back (and pay for shipping of-course) and then RE-ORDER the right item AGAIN and of-course PAY AGAIN for the second order! And when they receive the item, perhaps then they will initiate the refund process for me to receive the money of my first order back.
I remind you this is for an item IT HAS NOT EVEN BEEN SHIPPED.
If all this seems logical to you then go ahead and order from this garbage of a website.
Bought a pair of shorts which are very big fittings. Due to them being a birthday present they didn't get tried until after the 14days exchange policy. They have advised they would exchange them for a smaller size, not good customer service for a big company x
I ordered linen which looked great on the website. The image has obviously been photoshopped because when it arrived, the colours were dull and dirty looking. It would cost me the same as what I paid for this second grade item to ship it back to them from Australia. They will only pay postage if it is less than 15% of the price of the item which is laughable. Customer service is extremely inefficient!
I purchased a should bag and it did not come with strap. Isn't that the point of a shoulder bag? Anyway, I asked if they could send me the strap and they said they could not. I asked if I could return it and they said I could, at a cost to me. I asked if they could give me a partial refund and they said yes they would do that. They they actually gave me a credit on my store account. Like I am every going to purchase anything from this company again?! I asked for a credit back to my form of payment, and 3 weeks later am still waiting.
If you want to part with your money and never receive the goods then order away. If not, then steer clear of The Hut.
I upgraded and paid for next day delivery on an order as the hoodie was meant for a present THIS EVENING!
I then waited in all day and it never arrived whilst the despite receiving an email last night from The Hut which stated they would be delivered today.
I contacted them via the live chat to which the agent told me she will speak to the courier tomorrow and see if they can advise about what has happened and that there is nothing more they can do except apologise. I am £50 down, no order, no present to give out the only compensation I get is a sorry. Not even a refund on my postage.
This is not a great example to set to a new customer.
I feel so disappointed and let down!
