The Hut

Hunter wellies letting in water. Reported this on 5th Jan 24. Still waiting for a resolution on 30th Jan, terrible customer service. Avoid!

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.

I also used thehut.com since September 2012, but when I have a problem they usually help. The only problem i have is that they answer very hard to messages.

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 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!

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 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.

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 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!

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 said my product was delivered to my porch 5/21. I live in an apartment complex USPS does not deliver to your doorstep in apartment complexes. I went to the post office got the form for the tracking, and it is for four days later to a totally different address. The post office says they do this a lot use the same tracking number over and over again. IT IS A SCAM! I will be informing the BBB

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.

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 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.

The mattress lifter is a joke you can order from Amazon for 22.00 and get two. One from this company was 52.00 complete scam rip-off do not use them. I returned the product and never got a credit on my visa. Complete scam don't order anything from them

TheHut sent me the wrong item. I returned to them (at my expense) and am now on my 4th week and 13th email to try and get my money back. The Post Office confirmed (with proof of signature) that they delivered my return on 16th July. TheHut said not. Completely incompetent. Do not purchase from TheHut

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.

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

Order number: *******.
I paid for my order on the 26th of February, and I'm still waiting for my refund. They are an unethical shop that charges the customers money but doesn't give a refund because they received a jacket instead of two pairs of shoes. If the courier messed up with orders, you shouldn't put the burden on your client's shoulders. I want my money back. Such disrespectful company. Shame on you

Ordered two items. One was said to be delivered and wasn't... the other was returned for an unknown courier reason. Currently fighting to get my refund including the $30 shipping. First and only time I will ever order from thehut... save your time and money buy somewhere else!

Goods were delivered on time, yet company refuses to give an invoice. Tried talking with them 4 times, each time they think of different reason why they can't give me an invoice.

Returned a jacket purchased from the UK but had to return to Poland jacket never made it to them held up in customs, asked for help to get information why it's not been delivered messaged them a dozen times got the run around not at all helpful now I'm out of pocket with not jacket stay clear of The Hut