The HouseReviews 978

Bought a pair of snowboarding boots with more than enough time to be delivered before my sky trip. Received a nonexistent fedex tracking number. After waiting about 1 hour to talk to someone, the call dropped and the assistant didn't care enough to call me back, even if she had my order info with my phone number. After waiting another 40 minutes I was able to chat with someone through the website just be be disconnect again after waiting another hour for a solution or at least a promise of a follow up.
Thanks TheHouse.com for screwing up my trip.

I splurged and ordered a $240 pair of Smith ski goggles - confirmed on the email receipt and all. However, I was sent a pair of $90 Quicksilver ski goggles. I have contacted customer service 4 times now over the course of 3 weeks, and I still have yet to receive a reply. I was also charged for the full $240, so they essentially robbed me. I will never use The-House again.

I placed my order on December 12th and was told me order would ship in 2 days. It has been 1 week now and I haven't heard anything about my order. I called customer service but was left on hold for 30min. I used the chat method and waited another 25 min to connect with someone, only for her to say my order is being processed and cannot be canceled. Why can they not cancel my order if it hasn't finished processing? They are just a money hungry company that only want to sell and not satisfy their customers.

It's always a pleasure to shop at The House. The variety and price are excellent, and the item descriptions are accurate, informative, and useful. The shipping time is really short. In most cases, you will receive your package sooner than expected. I received my delivery and am quite pleased with my purchase.

I purchased a pair of snowboard pants and jacket for my son. The jacket was too big and needed to be returned. I tried using the directions in the website but it continually said they had no such order number. Left 2 messages with their website messenger and never received a return email or message. I even tried calling customer service, only to wait 3o minutes one day and 45 minutes another on hold with no answer! I now have a $200 jacket that no one in my house can use! Soooo angry!

I have ordered winter wear 3 weeks back and they are yet to arrive. I called multiple times and they do not even answer and put you on hold. I emailed and no responded. I tried to chat and I was told it is being shipped for the last 4 days. I still do not have an answer as to when the order will be delivered. It is FRUSTRATING and very POOR service.

They moved my shipping date to after the date of the trip on which I need the gear. I have called several times and held for over 20 minutes each time to exchange for items in stock or cancel my order, but no one ever picks up. I would steer clear of ordering from The House as they cannot deliver on time and will not even answer the phone to rectify their issues.

Purchasing from this online store for the first time. I was delighted with the assortment of the presented models, the quality of the managers' service, the fast delivery of the goods. I liked everything madly.

I bought two items ( lightweight tops). Keeping one, and don't like the look of the other one (didn't even try it on). So want to return it and the return fee is 20% of the purchase. This is a very lightweight, non-breakable item. Very disappointing..

My first purchase and the discount was not applied. Worked for a week calling multiple times a day with zero success getting through to a rep. Being left on hold for as long as 30 minutes before hanging up. Call during business hours and get a message that they are not open and the system hung up on me 1/2 dozen times. Sent email correspondence through their website through the help section and no responses. If it wasn't for seeing other reviews that they are a legit company I would have already reported them as fraud to my bank. This is frustrating and absurd that I spend the time I have and can't talk to anyone to fix my order.

Great price and great service. Couldn't get any better they are providing great solutions. Thanks the-house.com

I've had good luck ordering gear from here. However, I will likely never again buy clothing unless I have tried on the same piece I want to purchase elsewhere. I wanted to return a shirt simply because the size was off. Paying $9 to return a shirt that is now on sale for under $30 just doesn't make sense. If The House would offer free return shipping for store credit I'd be satisfied. But if I return the shirt I'm stuck eating nearly 1/3 of the cost of the product.

I ordered snowboarding and boots from The-House, quality was good. And also arrived on time, no delay, great service.

I really like their winter jackets. They are super comfy and feels so warm. Material is so soft and high quality. So many different varieties and designs available at very affordable cost. Happy with the service.

I ordered a new board, boots and bindings, jackets and pants. Everything they sent to me was used! Horrible! The had to pay out of my pocket to ship back, still waiting on my $$$$$

DO NOT BUY FROM THEM

Placed an order on Black Friday 2020. Didn't get my items shipped until a few weeks later and when it arrived, one of the items was incorrect. When it arrived I immediately emailed them asking for the correct item and they promised they would ship it after I finally got through the automated responses to an actual person. Later, they sent me an invalid UPS tracking number. After waiting several weeks for that to arrive, I contacted them again at the end of January and they said that it's no longer in stock and they need to refund me. It's been 2 weeks since I was promised a refund and I still haven't gotten it. I'll never buy from this company again no matter how good the deal is. Their failure to ship product and repeated failures to fix their mistakes indicate that they just don't take customer satisfaction seriously.

These boots had some potential but the plastic used to construct the boot is weak sauce and the boot broke first time i fell. I had a bunch of broken plastic wrapped around my leg and was not pleasant. They have been dragging there feet on my refund for 3 months now so I'm giving them one star, Ive been skiing for 30 years since i was 3. I have never had a worse boot. Or promised so much by a website... I will look for my pictures of broken boot. Since it basically ripped in half.

I can be pretty patient, but have my limits. In October 2020 I began shopping for winter wear for myself and my family. I came across an ad from The House and I took a look. I liked what I saw. Since that time I have purchased 6 coats, 2 pairs of gloves, goggles, and some base layer clothing. Everything I purchased was a good value and arrived in a timely manner. I tried to buy two more coats for my spouse who typically only gets a good fit with items that are tailored for petite sizing. When the coats didn't fit I returned them. The House signed for the items on Nov 30. It is now Jan 10 and I still don't have a refund. I have sent 4 emails to customer service which opened tickets... no reply, I have waited on hold so long I hung up. I have live chatted with an agent twice only to hear it is taking longer than normal. This week when I contacted them they told me it is in process and could take 30 days to show up on my statement. That is three times longer than their stated refund policy. Now I am going to have to contest the charges. What a pain! EVO, Back Country, Moose Jaw, Eddie Bauer, all processed returns and refunds within 2 days of a return. The House has some pretty big warts. You better make sure that the stuff you are ordering is going to work.

I ordered a jacket for a Christmas present and it was ripped. I contacted customer support through email a few times and NEVER received a response! Tried calling, and always said they were closed. Tried chat option and they were rude and no help. I ended up sending jacket back and reordering (paid 20.00 more than the first time) and STILL have not received an email or my refund. On top of that, I am being charged to ship the damaged jacket back!