HAY Europe Reviews 

We purchased the Pier Storage System in February 2023 on preorder for expect June 2023 delivery and did not receive all components needed for assembly when delivered in July 2023. While we can totally understand shipping delays, it should be notified. Coordinating delivery was a nightmare -their delivery agent and support team are definitely not on the same page. We had to ask where about shipment was when once weeks passed the expected delivery date without any contact or notice of delay.

It is now October 2023 and we have yet to receive the missing parts. When we contacted the customer support team in July to get the needed parts, we were accidentally refunded a portion of our purchase without any notification or receipt. One month later we were contacted by their operations/finance team stating that until we paid them back for THEIR mistake, they were holding our replacement pieces.

Also terrible communications via phone and email, we played phone-tag for weeks just to get answers or transferred to the same person who was unavailable when we called. I waited weeks between responses via email without any updates and the reps did not take accountability for any mistakes on their part. Very disappointing customer experience and their team does below the bare minimum to communicate clearly what is going on with orders. Adding small pleasantries at the end of emails does not equate to good customer service. Stand by your products, get on the same page with manufacturers so orders are sent whole and re-train customer service staff to actually provide answers and not repeat the same thing or backtrack on what they provided initially.

It is POOR business practice to expect customers to literally pay for mistakes that were not of their doing and we absolutely regret purchasing here. We paid for home assembly and still have boxes of parts laying around for MONTHS because we can't assemble the unit without the missing pieces.

You can find similar pieces at other places for a fraction of the price and not expect to have to wait 8+ months to receive it.

Ordered a lamp in beginning June- followed up in July. Was told the lamp is in production. It is now August, still have not received the lamp and there has been no effort from HAY to communicate when this lamp will be shipped. This was supposed to be a gift for a thirtieth. Considering the pricing of this company I’m shocked at their service.

Poor online service.
Delays, no answers, wrong products, etc etc…
Too difficult to get in contact and get a decent feedback of them

Ordered an ottoman from HAY via an intermediary in January and delivery was estimated within 6-8 weeks. After endless chasing, the order was received into the UK (but not yet me) after 12 weeks - however, it turns out they'd made and shipped the wrong size and tried to incentivise me to accept the item with a small discount. Needless to say, I want the item that I originally ordered - if I'd wanted a different size I'd have ordered that at the time - and weeks on I'm still waiting to hear what the revised expected delivery date is. It's likely that I'll be waiting 5+ months for something that should have been 6-8 weeks. And I'm told HAY will offer no compensation for what's an error on their part and inexcusably poor customer service. If I hadn't wanted this ottoman to match an existing sofa, I'd have told them where to go with their order long ago...

In January 2018, we purchased a Hay New Order sideboard from an excellent UK retailer, Innes of Hessle. They were easy to assemble and look very nice. During 2022 we realised that the plastic hinges we failing on the doors. One completely fell apart and on examination appeared not fit for purpose. The retailer very kindly contacted Hay to try to obtain a new hinge FOC but they refused because it was out of warranty. Also they only sell complete doors, at over £200 each, rather than just the hinges that could easily be slipped on! I just want a hinge or probably two before long. These products are described as 'industrial' but they wouldn't last long in that environment, I suspect.
Surely this must be a known issue that Hay should be prepared to address rather than charging customers for a poorly designed product that fails prematurely.....

This is a review for the Sowden kettle.
It looks great but is the worst kettle I've ever used. It performs it's primary function (boiling water) fine. However:
-The pour is terrible- if you are holding it with the bottom of the kettle over the edge of your worktop you end up scalding your feet (or worse, your children!)
-the button to open the lid doesn't work properly so you have to use 2 hands to open it.
-if you lift the kettle off the base mid-boil it doesn't automatically flip the switch. So you may pour out all the water, put it back on the base and it will continue boiling the empty kettle. This is such a basic safety feature I cannot believe it doesn't have it.
All this is disappointing & inexcusable given it's not a cheap kettle.

Very poor service - don’t buy from them online!! No reply from customer service on my requests on orders 10467, 12862 and 12947). Placed three orders so far between Nov 22 and Jan 23 and ALL THREE arrived incomplete with no indication on when I can expect the rest (eg a lampshade without the foot). No indication on the website, no response from customer service. Beautiful design but horrible customer experience. What a shame…

Ordered a pouf last year during black friday, estimated delivery time was 1-2 weeks. It is now mid February and we have not received our order. Customer service seems very scammy, we would not even haves received an update without sending many emails. Still it has not been shipped. Super disappointed to have paid 180€ such a long time ago and nothing.

Took over a year to get a sofa that was supposed to be delivered in 3 weeks. Horrible customer support. Will never shop with them again.

This specific review is regarding a rug that I recently ordered at the Amsterdam store but this is not the first time that I've had a bad customer experience at HAY.

I ordered and paid for the rug on the 8th of January and have yet to receive a confirmation of my purchase and have no idea when the rug will be delivered. This was 11 days ago. My emails are not answered and no one picks up the phone when I try to call.

Do not order from here. Only purchase in-store items that you can take home with you immediately.

I bought HAY shortwave dish rack and the quality is utterly and shockingly poor. Imagine a kitchen item designed specifically for humid environment to dry wet dishes off and it gets a lot of RUST. I tried to contact HAY customer service but they just do not respond and ignore my messages

A wrong delivery was made up for by a timely delivery of what I ordered, accompanied by a friendly apology card and a gift! And that in the busy end-of-year period!

Terrible. Ordered a sofa in August, with 3 month expected wait. I’ve now been told I will receive it in late January. Total wait 5 months with no guarantees. Ruined my Christmas. Could have bought alternative from 100s of other providers.

I have reviewed one of their product (Pao portable lamp) but HAY is not publishing it, neither is DWR (Canadian distributor). It's an honest review about their product, I feel they are being dishonest. Here's the review :

The lamp does have a certain appeal, however it is actually more like a decorative object.
I’ve been using it in different contexts and even thought it is dimmable (3 levels), the brighter one is barely enough to use as a bedside table lamp. The luminosity is actually directed to a very narrow perimeter around the stem, not allowing the light to brighten its surrounding. Overall, not pleased with that purchase, unfortunately.

Ordered a table with a delivery time of 8-10w. After 10w Hay concludes that they have lost the table. They don’t know where it is. They offer a new table with minor discount and a delivery time of another 8w (!!!). The order is apparently placed last in queue again. Hay is a good example of a careless company that has lost respect for their customers. It would have been different if one could feel that Hay is trying to make up for the mistake and deliver as soon as possible.

Update (2023-02-23): Hay has not yet delivered the table and they are continuously pushing the delivery date forward. The current ETA results in a 24 week delivery time.

We purchased a PIER SYSEM SYSTEM REOL and it has been delivered with wrong pieces and we opened a claim to get the order fixed and redelivered. Nobody is responding after a week, even though we have been in contact with customer service 3 times and they promise every time something that doesnt happen. PLEASE HANDLE MY CASE ASAP - Embarassing service.

This is for HAY US.

I ordered their portable lamp. First issue was that it didn't even ship within their promised delivery time so it was late. Secondly, I received the wrong item. So I contacted them and it took forever to get to the point where they said "we will process a replacement order for you - you will receive a confirmation within 1-2 business days." a few business days pass and I never hear anything from them. So I call and they tell me that "Olivia is out of town and she will process the order when she gets back" - so apparently this company only has ONE person who can fix this problem. So Olivia returns to office a few days later and apologizes for the delays. She says that it's being sent out... but a few days pass and I never heard anything or got confirmation. So I told them I would dispute the charge since I never received the item I paid for. Still nothing. So I disputed the charge and then after a week of disputing with my bank, I finally get my package and Olivia emails saying "Sorry I was out sick this past week." Unreal.

I really should have read the reviews before ordering. Oh, part of my order were some chopsticks that cost $40. You'd expect quality at that price, right? Nope! I get them and they are SO cheap! It's basically a printed on wood sticker so they look like wood. I could get better ones at Walmart/Target for way cheaper.

This company is a joke. Truly never ordering from them again.

I have read the reviews about the poor quality and service of this company Hay, but I still want to give it try. Because I hate to throw the so called “design chair” to the trash! I sent email to ask the customer service where I can find a service place to repair my damaged chair, it only last several years (around 3 years if I remembered correctly ). I did not ask for claim but I would hope to receive advice where can fix it. But just like the other reviews I read it before, no help from the company. I will try to attach the Hay’s reply here. I am very disappointed with the quality of this Neu 10 chair very poor quality! With the price I paid I would expect it will last much longer! This company do not care about their customer at all. I would not consider to buy their products any more.

I own a Mages soft 2.5 seater sofa and have also owned 4 amber borosillicate mugs. The sofa while aesthetically pleasing is very uncomfortable. I bought it just under a year ago and was assured by the company i bought it for that it would feel more comfortable once it had settled. However, it doesn't and my kids and visitors all comment that they prefer my other sofa which cost a quarter of the price. It stings when I think of how much i spent on it. With regards to the borosilicate mugs which are advertised as being very strong glass, all four cracked or in one case shattered from normal useage and seemed more delicate than any glass tumblers I've had. In fact, I've only ever broken mugs before from dropping them, never from normal use. Again, a case of style over substance. Its unfortunate as Hay do design some beautiful items but more thought needs to be put into comfort/practicalities. Not least because of their eye watering prices.

I bought the Sowden kettle and it stopped working after less than a year. I have emailed customer services 8 times since August and had no reply. I have also contacted Hay via Instagram and Facebook with no replies. All I want is to discuss whether there is a fault so I can pursue a refund with the retailer. This is really poor customer service.