The Hut.com Ltd. Reviews 20

Awful customer service
My item arrived damaged
After an 1.5 hours on chat they agreed to collect and return
Nothing confirmed so called back - return wasn’t logged but they would do it straight away… then I get an email asking
Me to provide information to arrange the return (info they already had twice) but if you reply to email it’s no reply. Called back nothing logged so they would arrange return but not sure when - no refund or replacement can be arranged until they have it in warehouse. Still no idea when they are collecting / refunding me

I bought a boxed set and of plates as a Christmas present for my son. It arrived promptly just before Christmas so I wrapped it up straight away. When he opened the box it contained the wrong plates and one was broken. I rang on 27th Dec to ask to return for a refund. Eventually a week later I received the label and they received the plates a week after that promising a refund within 5 days. Three weeks later still nothing and they’re asking for proof of the return. I’ve experienced online retailers like this before. They string you along for months just trying to keep your money. In the end you have to go to your credit card company to get your money back. Buy from The Hut at your peril!! It’s not been a good experience and I shall never buy from them again.

Should’ve checked the trust pilot reviews. Ordered item with 2-year manufacturer guarantee. Broke after 9-months. Contacted for replacement and told due to time period this is classed as ‘wear and tear’. No guys. That’s not how a guarantee works… will
Now take it up direct with manufacturer but not sure they’re aware of consumer law. Avoid

Worst company and costumer service. My order took 2 weeks to be dispatched, even though it says on the website 2-4 working days. After 2 weeks of not receiving any updates, I cancelled my order because it was taking too long. Customer service confirmed the order was cancelled and the refund was issued, but then they proceeded to send the order. I started getting mixed messages from customer support that the order was cancelled and refund was on the way, and then others were saying the order was not cancelled but sent. They made me go through the trouble of returning the item and after days of receiving it, they still did not issue a refund and pretended the return was not processed. Terrible experience, terrible customer support and I still have not received my money back after a month. AVOID

Wrong size item sent to me by them, lots of messages to request free refund as they sent wrong size, didn’t get anywhere, kept sending the main return site info, called 3 times, waited ages- couldn’t get though to anyone on all occasions Very poor service , would not recommend . Had to pay to return wrong item which was there fault !

Worst e-commerce site going. Failed to process my order and deliver in the agreed time. When contacted they just apologise and say it's in process.

Avoid using!

Sent me the wrong item?!

Then they made me go out of my way to return the wrong item, and sent the original item. I then couldn't return the original item.

Every time on Live Chat conversations take over an hour to solve something simple. Ridiculous - never ordering from here again.

Do not order from this company

Refuse to give a refund for a return they received months ago. Every time I contact customer services they say they're escalating the case but each time I receive no communication from customer services whatsoever. They have the return and the money I spent so I'm considering theft as they won't give it back

The Hut Group owns Coggles. Coggles has sent back my return to them without good cause and are offering no communication from customer service to resolve my well founded complaint. It appears a Trading standards complaint or a small claims court case are required. Avoid ordering from both companies.

Dan was very understanding. Even when I was having trouble uploading images, he kindly showed me how to and even offered to review them by email, which was way easier. He solved all my doubts in no time.

Ok until you need to return anything.
I bought Hunter wellies for a Christmas present for my daughter in law, I reported to them they were letting in water on 5th Jan, I’m still waiting for this to be resolved on 30th Jan. Terrible customer service, Avoid !!!!!

Order was dispatched and I never received it . Then got a email saying I had returned it. How can you return a item that was never received. Very strange. Have tried messaging with no reply. Poor customer service.very disappointing.

Amazing price. Lovely coat. I was emailed every step of the way. Definitely no complaints.

If I could give zero star I would. Returned an order. Tracking provided evidence delivered back on 18th September. Still awaiting a refund for £575.40. Chat and messaging all say to wait, wait wait. I’ve raised a complaint. Told it’s being investigated and to wait, wait wait.. it’s now 5th October 23 and no word of my refund. It’s verging on criminal. Now asking my credit card to step in and help as I’m at my wits end… useless! Customer service is non existent. Please beware.

Update as of 24/10/23. Despite receiving a phone call and being told this was sorted and I would receive my refund in 3-5 working days (from 5th October) and crediting my account with £40 as a goodwill gesture, I have still not had my refund! And, the messages from the message facility with the account are quite frankly a joke. They don’t read the message and keep telling me I either receive my refund (because they’re not looking at the order number!) or they keep saying, you will receive your refund in 3-5 days. I just can’t believe it. Un-be-lievable……

Live chat worked fine but I have no plans be ordering from MP ever again! I had placed my first order days ago with next day delivery and at no point MP contacted me to tell me the payment had failed, which by the way is rather suspicious as it only happens when a bank is concerned about the transaction (I have checked with my bank). My card details were clearly accepted by the platform, the order was acknowledged and confirmed by email. Their solution was to cancel the order and me placing a new order... This is by far the worst online retail experience I have ever encountered!

I contacted customer service considering a problem with a 2 for 1 discount that did not apply correctly. I was helped friendly and quick by Daisy who solved this issue for me. Daisy helped me quickly, friendly and offered me the most optimal solution.

Lucy was very efficient and polite. Thanks you so much.

I bought several items from MP Apparel, one of The Hut brands. To be fair the pre-sales services was good and the products I received were actually pretty good quality. Because I wasn't sure of sizing I contacted them and they advised that I could buy in two sizes and return the items that didn't fit as their returns process was "straightforward".

I should've investigated this further as it is anything but "straightforward". First of all they mandate that you return items to Poland, which means the cost (from UK) is much higher than domestic postage. And they when the parcel is actually delivered (I got proof of postage) it sits in a black hole. I've now been waiting for a month. Each time I contact them they ask me to wait a further 5 days.

Until they sort this out I recommend avoiding this company.

I spoke on live chat today with Lucy. She was so efficient and thorough. Great services.
Thank you.

Amazing customer service by the customer service lady called: Jennene. She has been excellent. she understood my problem very easily and resolved very fast. really happy! I would recommend ither to shop from the Hut group as the team is extremely helpful and professional.