The Hut

I order on this site New Year's gift for my brother. The order was made on December 17. I was chosen free delivery type. As a result, the company sent me my parcel via EMS, which took more than a month (my brother did not get a gift for the new year) plus the £ 50 I paid taxes. Here's what they answered me:

We are very sorry to hear that your order was delayed in being received.

Orders being placed for delivery outside of the UK may be subject to customs charges or import duties which are levied by the importing country at the time the delivery arrives in your country.

These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot advise what the cost may be (customs policies and import duties vary widely from country to country).

Unfortunately we are unable to cover the costs of these duties and you would be expected to pay this when receiving your order.

Order disappeared and they don't answer

I ordered a juice maker from TheHut, for which you need to have an
Account, and received the order confirmation email within minutes.

Two days later, I wanted to check the status of my order, but my
Account no longer existed. I tried to follow the link of the order
E-mail, but, according to the website, my e-mail was not linked to
Any account. I created a new account to see if the order would
Show up, or if I could add manually the order number to the list, nothing.

I contacted their customer service and was told they would hand over
My details to the relevant department. I still haven't heard from them.
I wrote them again asking if my order even exists in their system. Nothing.

This is definitely NOT a serious company. There is no phone number
To contact them, their customer service doesn't answer. To this day,
I still don't know if my order exists, if it will be sent, nothing. I can't purchase
A juice maker from another website, when I still don't know if TheHut is going to
Withdraw the money from my credit card at any time.

TERRIBLE!

My account was canceled after i made a purchase, never received my purchase, just managed to ruin my christmas as now I have no present. Customer service was appalling, I had to email over 5 times to only get a response that they would do nothing about my situation and that they basically didn't care. Very upsetting, terrible experience. Purchase your stuff somewhere else

NEVER NEVER buy anything from the HUT. I bought a clock for my elderly mother and after 3 months hadn't received it. I attempted communication with them many times via their online enquiry form to find out what was happening with my purchase and they NEVER EVER responded to the content of my messages, just sent automated responses which ignored any questions and told me they would follow up which they never did. I then requested to cancel my order and they assured me this would be done and said that they would contact me to update me on the situation. They never did. They eventually sent me the clock, against my instructions, abut 8 months after I ordered it. I contacted them to advise them that I would need to return it but didn't believe I should pay postal costs when I had clearly cancelled my purchase months ago. They sent me another automated email, which did not remotely respond to the content of my email, simply attaching their returns policy. I have also repeatedly asked for a contact number so I can speak to someone in person about this, and their have totally ignored this request many times. I would never EVER order from them again.

The Chorus of voices on this site, made me think three times about ordering from TheHutUK.com. That said, the customer service is truly a nightmare (they closed my account by accident? And told me I was receiving the wrong size etc.) However, after about 10-14 days to my surprise, I actually received the shirt I ordered and it was magically the right size! Anyhow, that said, just beware of customer service issues. Other then that, I got what i paid for in a nice HutUK box.

I would give a minus rating if there is one. The goods I purchased were seriously damaged on delivery and they refused to offer free return as promised on their website. And it was so difficult to get through to the customer service because there is no direct line at all. You are only allowed to send online message. The customer service team is ignorant. The only thing they did was just repeating they cannot offer free return on damaged goods, which is totally contrary to what they promise on the website regarding the damaged goods.

If you are lucky enough with no issues with your purchase, you may want to try. BUT if there is any issue, The Hut will not take any responsibilities at all.

It is really a spam!

My fiancé bought some wireless Beat headphones for my birthday. They arrived fine but she never received a proof of purchase email or document with the package.
The headphones are now not working and Apple said they are happy to replace but need a proof of purchase.
TheHut don't have a phone number or email address to contact. They finally gave an email address once contacting them through their enquiry function. Now they refuse to reply to our numerous emails.
We are not asking them for a replacement. Absolute shocking service.

DONT USE

They also replied to another review I made on another review website saying how sorry they were and to please contact them using a reference number so they could look sincere on the website.
I did this straight and no reply.

Pathetic

Ordered 2 UP fitness bands. The order said would be next day delivery. Waited over a week before contacting (no phone number).
Was told by email it could take 14 days.
Sent numerous emails and received the same information.
An absolute disgrace.

Terrible company to deal with, bought some items which went missing with yodel, tried to get intouch with them but they have no phone number, you can send a message to the customer services which takes 72 hours each time for them to reply to, eventually had to print a form off, sign it, scan it, upload it, then send it back to them to get a refund. Am still waiting a month later and now instead to get it back as none delivery of products from the bank. Avoid this company at all costs

Things seem ok until you have issues. I ordered an item which failed to arrived (via Hermes). Hermes were actually at my place of work the same day delivering another item and informed me that sadly they had lost the other parcel. This is usual with Hermes around xmas they like to help themselves to parcels and just claim on insurance. Anyways I logged this with thehut and they told me to wait... wait for what, Hermes had already confirmed they would not be making any more delivery attempts so why they couldn't just check with Hermes and do as they were asked. Anyways I had to wait as nothing I could do. After waiting I sent another message (it's annoying their is no phone number its all a waiting game with emails), waited several days (longer than the 48hrs they say) and I get generic response blatantly ignoring the content of my original mail and the several mails before that. It's as if they simply read the first sentence of a request and that it ignore the rest. I simply asked them to cancel the order and refund my money... guess what I got a $#*!ed message saying thank you for your "replacement request" NO I didn't ask for that so yet again I am sat here waiting for a response to my email and because they are VERY slow to respond, no doubt the dumb f*cks will dispatch the item and I will have to go through a f*cking palava of sending it back. I think it might be easier to just contact my bank to inform them their has been a fraudulent withdrawal from my account that I have't authorised...

Ordered 4 items coming to around £72, all Jack Jones items. I should point out that I am a large/ xlarge chest and a 36/38 waist. Firstlly the T shirt ordered was XL and only just fitted a bit short and poor quality, the jean trousers 38R were way too big, the canvas long shorts being a large were WAY too tight, the 4th item being jean shorts were ok. But the point is the sizes are all over the place, I pointed this out to Thehut, but there did not care. SO BUYER BEWARE they will not give free returns, which is what I am doing with this order, and unfortunatley will not be ordering from them again EVER.