The Hut

Worst company and costumer service. My order took 2 weeks to be dispatched, even though it says on the website 2-4 working days. After 2 weeks of not receiving any updates, I cancelled my order because it was taking too long. Customer service confirmed the order was cancelled and the refund was issued, but then they proceeded to send the order. I started getting mixed messages from customer support that the order was cancelled and refund was on the way, and then others were saying the order was not cancelled but sent. They made me go through the trouble of returning the item and after days of receiving it, they still did not issue a refund and pretended the return was not processed. Terrible experience, terrible customer support and I still have not received my money back after a month. AVOID

Ordered a hoodie (clearly says it in my invoice) and got a standard sweatshirt. They say I ordered a sweatshirt and there is nothing they can do. Took 30 days to arrive (from China). My advice is to clearly not do business with Tge Huf Stors.

I ordered a 2xl hoodie from these people on November 18,2024 and it took almost a month to receive. When it arrived, they sent me a medium instead and now I get no response to my text messages, emails and when I call the phone number it is busy all the time. Had to order the 2xl hoodie from a different company and it appears I'm stuck with the medium size hoodie. Terrible service. Avoid this place

I ordered a leather backpack on sale a few weeks back, and for some reason the package was returned to them shortly after being dispatched internationally. Next thing you know I'm offered a refund from Paypal without any explanation nor further options. Pathetic.

Wish I had read the reviews before I purchased. Bought boots as a Christmas present but too small. Returned through Courier company on the 28/11/2023. Have spent over a month trying to get a refund- customer services appalling and kept fobbing me off. Got a message today saying that they have never received the return even though courier company has provided tracking that return was delivered to correct postcode. Now out of pocket by €139.25.

I recently returned a jacket to 'The Hut' because it did not fit. The jacket was priced at $260, and I incurred over $45 in international shipping costs for the return. Although the tracking number indicates that the item has been delivered to 'The Hut,' I have yet to receive a refund. Despite multiple contacts, their consistent response has been that the refund process requires five working days. However, it has now been four months, and they have taken no action to issue a refund. This lack of response leads me to believe that 'The Hut' may not intend to process my refund at all, which is highly disappointing and feels deceptive. I am considering contacting my credit card bank for further assistance..

I purchased an item for next day delivery. Two weeks later it still hasn't arrived. They refunded the delivery fee but keep stalling on refunding. I have at least ten messages stating they would refund me, however when I query where it is they give me a different date and ask me to wait another 3-5 days. It's clear they will not refund and I can't say this enough DO NOT ORDER FROM THEM. You cannot speak to them. They don't have a connecting phone or live chat- it's messaging service where they don't respond properly. So disgusted.

They are scammers! I've made an order and they've lost it. I didn't receive my parcel after 4 weeks and I wrote more than 4 emails asking them to give me back my money. No action. No reaction. Customer service doesn't care. I paid 135 pounds for nothing. No money, no boots, no answers.

It's a joke of a company! Stay away! Australian customers beware! Even if the website says you'll be charged in AUD, you'll still pay in USD. I have contacted support about the issue many times and instead of assisting they keep closing my ticket.
Shame on you.

Although the products were great and delivery was speedy, my experience when returning an unwanted item. I'd obtained proof of return; and received an email from The Hut to confirm that my item had been returned to them however they still refused to refund my item. The company lied stating I 'didn't follow the correct return procedure' although I'd used the reeuen label generated through the site. After filing a dispute, months of going back and forth, numerous phone calls and emails not responded to; the dispute was decided in my favour. I'm actually so grateful I'd paid using Klarna as I would've been hundreds of pounds out of pocket. I won't be ordering from this site again due to this headache.

Taken payment for an order that has never arrived. Cant get in touch with them about it or if i do get through on the live chat the staff are very incapable and unhelpful. Trying to either get my money back or the order that i have paid for

This is the worst place to shop. I lost money on this order.
Buyer beware.
The product arrived with so many problems, wrong size and damaged and looked fake. This company refused to take responsibilty and refused to help with the return ( for me it would be a cost of $120-190 CAD) The customer service is ridiculously obtuse, painfully slow, and unhelpful. Save your money I recommend you do not buy here.
Order *******

I ordered an Armani suit for $150 in 09. 26. 22. I 10. 2. 22 only received a sweater from the suit. There are no pants. The documents show a jacket and pants everywhere. The jacket is of disgusting quality. The money was not returned and the documents for the return are not given

I tried to cancel an order that hadn't been dispatched yet but I was not able to.
They have a very small window apparently in which you can cancel the orders but it is not displayed or visible anywhere at the time of purchase.
As an online service, you must provide the easiest way to order, cancel or refund/return (free of charge) items. How can it be I can't cancel am order that hasn't left the premises yet?

Stay away.

Dreadful experience. I returned the item via Inpost lockers who confirmed they have lost the item and notified the hut to start the claims process. I have messaged repeatedly and I'm done instances it takes then 2 weeks to reply. I've forwarded the emails, completed declarations and the latest reply after 2 months states they have not received the return, which was the start of the whole trail. Impossible to deal with and there is no refund on the horizon…. £132 wasted!

I ordered a giant Toblerone online and when the receipt was sent via email it contained the wrong delivery address. I immediately contacted them by email as their offices were closed and the next morning I got an email saying it was too late to modify the address and there would be no refund.!
The address did not make any sense and the item is undeliverable - and I'm sure would be returned to the sender - so it is appalling that their so called "customer service" would not even care about assisting me. I have contacted my credit card company and lodged a complaint. They are going to put a hold on the charges while they do an investigation.!
UPDATE...I received a refund!

I have had a terrible time dealing with customer services at this company.I bought a slim fit Polo shirt but they sent a standard fit, I received the order 31st Oct & messaged them stating it is not what i ordered. They advised me that this would be dealt with by the " Brand Specialst" that day.Thirteen messages was sent with the same reply, apologising but it was being dealt with b y the brand specialist!. I wrote emails to the CEO & 2 of the directors with no response. They finally agreed that i could return the item on the 17th November with a promise of a refund. It was back to the apologies & stating that the refund was pending. I realised that i had paid by paypal & reported the Hut too them. I finally got paid on the 5th December. I will never use this company again. If you buy from them & they send the wrong product you are made to feel as though you are lying, buyers beware!

I ordered my items last August, they never arrived. After several attempts at contacting customer service all I got was an email saying my enquiry was received... then nothing. The Hut does not deserve to be in business.