The Hut

The hut is a scam F*ck site, who F*ck you over like a bunch of $#*! sh*tbags and don't give you a refund, I have been waiting for my order for a week and when I check the site they keep adding more and more time estimated, what a bunch of dirtbags

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.

Ordered a $100 box DVD set, and it is unplayable. When the disks are inserted in the DVD player, it says "disks ordered abroad may be in an unplayable format"... WTF?!

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.

Very difficult to resolve problems with order. Products don't work in U.S.
Very rude and unprofessional customer service

Take your money, do not deliver for months and have no credible reasons why. Getting your money back is akin the running a marathon.

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.

If you want to part with your money and never receive the goods then order away. If not, then steer clear of The Hut.

When you return items, You are Lucky if you get your monet back without fighting. Difficult get answers and no chat available.
Can't recommend

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.

You would be better off buying from Rodney & Del Boy! (It's safer and they are probably easier to contact!

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.

Do not order they take your money knowing quite well they do not have product what is for sale scum theives

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.

This company is a total rip off. DO NOT ORDER FROM THEM. THEY ARE NOT LEGITIMATE.
There are plenty of honest and fair US companies. STAY AWAY!