The Hut

SCAM? Tried to work with their customer service to get a refund for a steamer they sent me that does not work in the U.S. Returning it would cost $75, which is what I paid for the steamer. Customer service was unhelpful and basically told me because product was unwanted (really was wanted, but it didnt work) that I would have to pay return shipping. I asked them why they would even ship to the U.S., knowing it doesnt work here. Web page did not mention it wouldn't work. I asked them for ANY HELP, and they just kept telling me to return it (which made no sense, because if I returned it, the cost would have been $75 out of my pocket, then they would have refunded me $75 for the steamer. Which would mean, that I would get NOTHING back, but they get the steamer back. THIS JUST SEEMS SO UNFAIR. I feel like this is almost a scam, as I have read other reviews with similar comments,

I ordered a watch and it has been 2 months and it has not arrived I reached out on Instagram and the assistant said that it arrived and it hasn't and no one in my neighbourhood got it trying to get a refund and they won't give me one do not buy it's a SCAM

The Myprotein bars and cookies I purchased took a long time to arrive, 21 days, and were spoiled. The bars and cookies made me sick and caused my to have a very upset stomach.

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

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.

If you live in the US don't buy DVDS. They are a UK company and any DVD they sell wont work in american dvd players... And when you complain that your dvd doesnt work, they basically laugh at you tell you that since you already opened it, they wont take it back!
The DVD looks EXACTLY like what you would find in the USA!

STAY AWAY!

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!

I just experienced one of the worst customer service experiences of my life. I currently live in the US. I ordered my husband a 3D BluRay from The Hut for Christmas because they had the best price. The product details said it was Region A, but when it arrived, we discovered that it was not. I tried to return it. The company agreed to the return. However, it wasn't until we got to the post office that we discovered that the shipping label they sent did not cover shipping cost. We were informed that it would cost us $25 to ship it back. I originally paid $30 for the BluRay and $3.99 for shipping. When I complained, the company only offered to cover 15% of the shipping cost. So in order to send it back, I would be paying more than half of what I originally paid. That's ridiculous. If an overseas company is going to do business in the US than they need to be prepared to incur the cost. I'm fine with paying a reasonable shipping fee on a return. I understand that not every internet company can be Amazon, but $25 is not anywhere close to reasonable nor is the $21.25 I still would have paid with the 15% they offered.

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.

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: *******

Should be zero stars - being scammed!
Been a customer since 2013 and was always happy till last few months.
I have and order from Sept 13th with still no indication if i will ever receive?
Placed a new order this week with a one4all card and they keep charging part amounts to the card but will not process order?
After not having any online chat agents available for most of day sent several messages and simply received a reply that order is cancelled and refund will be processed.
I want to purchase and not cancel and also unsure if you can refund easily onto a one4all card? THG have taken £68 so far but will not fulfil my order.
If I did not have prior experience with them I would regard it as a 'scam', take money and cancel orders!
I think floating publicly has seriously affected the direction and attention of this company, the recent share price maybe reflects this. Best years were prior to capitalising.
I am still out of pocket of nearly £200 with no indication of fulfillment of orders.
Really sad as since discovering The Hut several years ago I reccomended to so many friends, family and colleagues. Now it seems I only need legal help and countless hours wasted trying to contact them

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.