The House

Wish I could rate this as -5 stars. Atrocious customer service. I ordered a jacket on Dec. 8th, 2021 — plenty of time to get it by Xmas. They even had a promo where all orders were upgraded to 2-day shipping to make it in time. Xmas week comes and it hadn't even shipped. So after many, many pointless emails, I gave up and just said I'll return it when it comes. It finally came a month after I ordered. I return it and its delivered on Jan. 14. It's now February 10th and I haven't received my refund yet. What a joke. In conclusion, the prices are decent, but if u run into any issues along the way or need to return, YOU'RE SOL. If you don't have time to track down returns and call/email for months to get a refund then I'd say stay away from this online store.

The wait was just way too long, especially considering I bought the last bike, seems like a no brainer. To top it off, got the thing assembled and it may have gotten damaged during shipping. There was no significant padding between the derailer and the box, leaving both sides of the rear hub easily damageable. I honestly don't want to deal with the hassle of waiting so long again, so I am just going to go pay 80 dollars for a pro to tune it up and tell me if the brake and derailer are bent or not. Thanks, but definitely no thanks.

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 purchased a pair of snowboard pants for my son, just a few days prior to Christmas. I live in an area where there are very few places to purchase snowboarding gear. Nobody had his size in anything! I found the House online and ordered the pants and some Burton gloves. I had them within a couple of days. The pants and gloves fit perfect. He went to Park City a couple days after Christmas to go snowboarding, he had no complaints! I got a great price on both and they were name brand - great quality. It was a very easy transaction, with no hassles. I will definitely shop with them again in the near future!

As a first time buyer with your company I was very happy with my purchase. The website was very easy to use on mobile and on PC. I did not review all prices as I was searching for a highly discounted snowboard setup for my wife to try out, but from what I did see, the prices were very competitive. We received the product in a timely manner and are very pleased with what we received. When/if we upgrade equipment we will be back.

I bought a WindSUP package from them. It was shipped a few days late and only after I called. The shipping company that they used delivers only on Fridays so it was a few days more.
After I assembled the rig, I found that I was missing a part. I called customer service and was told that they will ship the missing part but that I should call Bill, the board expert. Bill works from 8-2 on some days. Bill will not call me back.
I finally got the missing part today (some 10 days after I placed the order) but it doesn't fit. May be because I have not talked to Bill.
In Short, if you find it in another store buy it there and save yourself a potential hassle with careless packing and shipping, and incompetent customer service.

I have used the House for years. I just used the last week before this order. I purchased a paddle board over the summer. I have purchased everything from snow to water to apparel and accessories. I have been totally satisfied until this order. I called a customer service representative stated the boots the only item I really needed was not billed. What? I ordered it was confirmed and said it was shipped. Oh yes I look at my order and paper work that arrived and NO boots picked or on paperwork and yes I wasn't charged. Did anyone call or even email me to tell me this NO! I was told supervisor was looking the size 13--14 wakeboard closed toe boots and would call me. Two days later heard nothing. I have used the House and referred plenty to use them. Not anymore POOR CUSTOMER SERVICE when something goes wrong!

We had a horrible experience! Delivery was an issue, but not the biggest deal. Ordered an Arctery'x jacket by phone. We were promised overnight shipment. The jacket came 6 days later. The BIG DEAL... it came and had been worn... dirt all over the collar... and the tags were not original! An arctery'x tag was put in the plastic bag... you could see that a new sticker was placed over the old sticker... the old sticker could be read and was a different model! The rep on the phone promised that this jacket was made in Canada... when it arrived, the tag said... made in China. To their credit, we were given a free return and a full refund.

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.

Altrec can eat it, and I mean literally eat the jacket they sold me. Their Policies in 2011 were LIFETIME WARRANTY on ALL jackets. When I inquired a year later in 2012 they said that policy was no longer in effect. Fraudulent practice, bait and switch. It's bad enough that they sold a defective jacket, but it's just salting the wound when they won't stand behind their own policy. Online chat is non existent, customer service representative is rude when you call, and Aktrec flat out LIES about shipping times. Never again will this company get my money, and I'll make sure anyone else that's looking for gear stays away from Altrec.com as well.