The Hut

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...

As you can see from numerous people below, The Hut has made my experience of buying from them completely awful and has ended up costing me more money.

I placed two orders for a jacket, one incorrectly, the other correctly.

Within 10 minutes of placing the order I had realised my mistake and cancelled it. On their website it stated to contact their chat service to cancel it. Their chat service was not working and still hasn't been over a month later. I ended up sending a message via their message service. 9 hours later I received a response saying my order can't be cancelled as it had already entered the shipping process. Expecting it to be posted immediately, I thought this reasonable. 4 days later I had confirmation that the jacket had finally left the country on the way to me. I finally received the item and immediately contacted them again saying that I had received this jacket and want it returned even after cancelling. As expected (now after reading all of these reviews) they immediately said that I need to pay for return postage (Australia to the UK) even though I had cancelled the order within 10minutes of placing it. I have gone back and forth for a couple of weeks and have found their customer service team to be truely atrocious, slow and unfortunately plain unfair.

This type of experience reiterates why you should only buy online from a company that actually provides returns so that you can try products on and ensure they actually work without the Worry of having to spend $50 to return every item.

Even trying to return the item using their instructions is practically impossible, so this but not that. Fix this here and if you don't you won't get a refund. If you include this but not that, you won't get a refund. Essentially they will do everything possible to ensure you don't get a refund! The complexity of returning an item is unbelievable. Like A blind person solving a murder mystery.

I will never be using the Hut again and will be recommending everyone to stay away from this company.

I'm sure the product itself is of a good standard, but unfortunately could not say for certain, as I never received it. This item was listed as "in stock" when I purchased it and the website clearly states that products are "usually dispatched within 24 hours". However, 8 whole days after I bought these items (and after having withdrawn the money from my account) The Hut had still neither fully processed my order, nor dispatched the product.

On the fourth day, I had written to The Hut to ask after the whereabouts of the product I had paid for and received a vague, unhelpful response. They said: there has been a problem in the warehouse and that they would investigate further. Following this, they stated that if there was a problem dispatching the order, they would arrange for it to be cancelled.
As this was intended as a gift for my mother, I was disappointed but understanding, and decided to wait.

Four days later, I decided to message again after having heard nothing about the progress of my order, and having had no further information on this problem that had so impeded the delivery of the product. In response, I received another vague, unhelpful message stating that the relevant department is investigating further into the issue and that they are working on getting [the] order dispatched as soon as possible.

Considering the fact that it has been over a week since I placed the order, I decided this service was not good enough and asked for a cancellation and full refund. I also mentioned that this was my first experience of The Hut and that I was incredibly disappointed in their poor customer service and would be dissuading others from purchasing from their site. Their response was (yet again) vague stating only that they had cancelled the order with no apology for the inconvenience they had caused me, nor the disappointment they had caused my mother.

They have claimed the money will be returned to my account within 3-5 working days, which I have taken to mean that I can *perhaps* expect my money back sometime within the next two weeks... maybe.

Avoid The Hut at all costs, theyre not worth the hassle and dissatisfaction.

Recieved my bank account statement this morning. Found out £22.98 had been debited out of my account with no order placed. Never even heard of them.

I shopped twice on this site and both experiences are bad.
There was an item missing in the parcel for the first time I shopped. I found that was missing when I open the parcel. After contacting the CS, it turned out that they got that item out of stock. In such situation, I expect the seller should tell me in the first place once they notice that but not just send an incomplete order without a word and leave it to the customers. It makes me feel they are kind of taking a chance that you missed that so they don't have to pay you back the money. At the end I have to report that on my own for the refund. It was a not so happy experience.
And recently, I shopped again and this time the order is still not delivered for over 20 days (it is supposed to be less than 8 days, according to their information). I tried to urge thehut CS to look into it once I notice there is sth wrong about the system message at the courier side in the very beginning but they just told me to wait. And 2 weeks passed I sought for help again through their CS and what came back is only "investigation is in progress", "sorry but keep waiting" such blah blah blah buy-time cliche. Delivery arrangement has always been the seller's responsibility but how they act just keep telling you that is not their issue even if the customer has paid the money but didn't receive anything. And now I requested to cancel my order but they claimed they would do the refund after they get the parcel back. Firstly, I didn't pay my money after but before I get my order delivered. Secondly, the issue of the order now is exactly about the delivery. They screwed up the delivery and they keep the money? As a customer, this is the worst online seller I've ever dealt with.

Ladies and Gentlemen, pray silence please... I give you TheHut.com, where goods that are advertised at prices that are liable to change at any time. The terms and conditions on this god-awful website ensure that if you place an order at a stated price, they can cancel it at any time as (and I quote): "Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time."

So, you place an "order" but it's not actually an order at all - it's an offer to purchase the goods on the website. But, hold on, I'm not offering, I'm ordering. You don't walk into a shop, see a price, head up to the counter with the item and "offer" to pay the advertised price do you?!

TheHut.com, and their sister website sendit.com manage to cover for their sheer incompetency as retailers by listing the above disclaimer on their website. I ordered goods at an advertised price on thehut.com and was then sent an email two days later saying my "order" (or offer, if you will) had been cancelled because their was no stock left at the "promotional price". When I called them, they said their has been a pricing error and they were entitled to withdraw the "order" under their terms and conditions - this means that they not only mislead me by advertising goods at a price, they also lied about the nature of the withdrawal by email.

Suffice to say, their advertised prices mean nothing - you are simply offering to buy goods from them; whether they choose to accept your offer is another matter?! I would advise shopping with companies who advertise goods at a price they intend to sell them at and, should you "order" something, actually oblige the order.