The Hut www.thehut.com

I ordered an item from The Hut in October 2023. Despite being charged, the item was never delivered. Over two months, I consistently contacted their customer service, facing repetitive questions without any progress or resolution. In January, when I requested a full refund due to non-delivery, the response was yet the again the same unproductive questionnaire. I've never received the item not any refund. This situation has been extremely disappointing, highlighting significant deficiencies in The Hut's communication and customer service

I purchased a DVD set of a TV show series but didn't realize the set "might not be viewable outside of Europe". I live in the United States. It was an honest mistake which was not discovered until I opened the set and put in the first DVD. I contacted service and was told "sorry...but they couldn't accept the DVD back as it had been opened". I'm out $74.00. Very poor customer service. I will never buy from the Hut again and will stick to Amazon whose return policies are more customer satisfaction oriented.

This company knowingly sells worthless dvds. I live in new york, usa. I just tried to play them, and of course they didn't work.

here is the back and forth i have been dealing with:

issue:

returns and refunds

i want to return an item

i want to return a faulty item

customer info:

i just tried to watch these movies for the first time and none of them will play. Very disappointed!! I want my money back.

sent by: thehut. Com, 21 january 2018, 12:33

hello,

thank you for getting in touch.

this is due to the dvd being region 2.

this stated in the product description.

as this has now been opened and used we are unable to allow you to return this.

if there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

kind regards,

thehut. Com customer service team

sent by: you, 21 january 2018, 14:06

i will never purchase another item from the hut again! Since i don't live in europe, i don't know what region 2 is!! I will certainly make sure that anyone i am in contact with knows that i have been taken in by your company and how "cordial" your response was!

sent by: thehut. Com, 21 january 2018, 14:24

hello,

thank you for getting in touch.

i am sorry to hear about how you feel.

i am happy to explain more into my reply.

r1 region 1 ~ u. S. A., u. S. Territories and canada.

r2 region 2 ~ europe, japan, the middle east, egypt, south africa, greenland.

r3 region 3 ~ taiwan, korea, the philippines, indonesia, hong kong.

when used in different locations the dvds will not work.

region 2 is stated on our site to inform all customers and ensure that they do not purchase if they require other regions to be able to use the dvds.

if you were to purchase and not use or open the dvd then we would usually have this sent back to us and issue a full refund.

this is stated on the site that if you are to purchase a dvd for the wrong region, this falls with you and us as sellers cannot take responsibility for this.

i apologise for this inconvenience.

if there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

kind regards, 

thehut. Com customer service team

sent by: you, 22 january 2018, 3:31

thanks for the information, its just not very helpful now!! If you don't want customers to complain loudly about your company to other potential customers, you may want to consider providing a warning to the customer if they are buying an item that doesn't correspond with the region in which they live!! You may say your site states this, but it does not state it clearly. I find your sales tactics to be underhanded and sneaky. If you are having a problem getting repeat customers, you may want to update your "policies"

sent by: thehut. Com, 22 january 2018, 11:15

hello,

thank you for your feedback regarding your purchase.

i can confirm that we do not know the reason for the customers purchase, a customer may be purchasing this for a friend alternatively, the customer may have a region free dvd player.

we are a uk company therefore all of our products are for uk customers unless stated otherwise. 

if there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

kind regards,

thehut. Com customer service team

sent by: you, 22 january 2018, 23:59

you would think, with the number of negative reviews you have received about this very same issue, you would do something about your policy. I find your response condescending and flippant. A simple notification at the time of purchase is not that difficult to do. The only thing that you could do would be to refund my money.

p. S. I still cant find where it states on your site "if you are to purchase a dvd for the wrong region, this falls with you and us as sellers cannot take responsibility for this. " i even looked in the terms and conditions and couldn't find it.

a reputable company would do anything they could to make the customer happy. Your company apparently does not find this important.

sent by: thehut. Com, 23 january 2018, 8:41

hello,

thank you for getting in touch about this.

i am really sorry that you feel this way - i can assure you that we did not mean to sound condescending in any way. I will pass over your feedback and suggestions regarding our policy.

after looking in to this further for you, i can confirm we do state on the product page for the item captain america 1-3 boxset within the product details that the region for this dvd is region 2. This would only be compatible with uk dvd players.

as the item has now been opened and used, this is no longer in the pristine condition we require for unwanted returns. We aren't able to raise a return on this item.

if there is anything else that we can do, then please do not hesitate to get in touch and a member of our team will be happy to help.

kind regards,

thehut. Com customer service team

sent by: you, 23 january 2018, 23:33

please direct me to the place on your website that explains this!!!

r1 region 1 ~ u. S. A., u. S. Territories and canada.

r2 region 2 ~ europe, japan, the middle east, egypt, south africa, greenland.

r3 region 3 ~ taiwan, korea, the philippines, indonesia, hong kong.

or this!!!!

this is stated on the site that if you are to purchase a dvd for the wrong region, this falls with you and us as sellers cannot take responsibility for this.

I ordered a video from The Hut - Scooby Doo meets Batman. No, I did not read the fine print that it will only play in Zone 2 - I don't even know what that means. But it means it will only play in the UK. Did anyone bother to check that the order was being shipped to the US and warn me that I have ordered something that I can't use - no. As Jimmy Buffet says "Maybe it's my own damn fault". I see other people have also made the same mistake and that The Hut took the same "Too Bad, So Sad" attitude with them as they did with me. Well, you can fool me once but I will never order anything from The Hut ever again!

Bought a carpet cleaner

came broken

trying to return, they make it so difficult on their web site I have spent ages on this trying to send back

they are basically saying I have to take for the postage and take to the post office

I Don't trust these guys and im now going down the credit card route, if I send it back looking at reviews I wont get a refund spend 5 quid more and go to argos

The HUT sucks "BIG LEAGUE!" the site charges for expedient delivery and does not deliver! and then if you want to try and ask for a return or refund, not only do they always say NO, they will NEVER allow you to speak to anyone over the phone. You have to communicate 100% thru email, A LOT easier for them to hide and defend their shady deals via email! all i have to say is BEWARE!!!! STAY AWAY!!!!!

Ordered and received a Blue-ray DVD I had been searching for over a period of a month. Was so glad to find it on The Huts website. When I received it, it would not play on either of my players. Found out that it was zone coded for the UK, where this company is from. Asked for a return and refund and they refused because the disc had been removed from its original wrapping.

I'll never shop on this site again and I will tell as many folks a I can that they are risking the lost of all dollars spent, like I did.

I was so stoked to purchase from this company and ordered several hundred dollars worth of merchandise during their Black Friday sale. After 2 weeks of no word about my order, I searched to find a customer service number or email and found there was none. I tried to communicate via my account and found that I was locked out of my account. With no customer service to turn to...who could I get to reset my account? NO ONE. They just have my money in limbo with no word about my order.

I thought to contact their Facebook page and all I received were robot like responses. I begged to have a HUMAN email me and let me know exactly what was going on and they said they couldn't do that. So ridiculous. I am still out of money and products and its been a month.

I've had the worst experience ever buying from the hut. I bought an iPad 2 and when the order was not dispatched on date, I start process of enquiry. Got sent from pillar to post with absolute nonsense about them having no idea when they would be getting in stock. It's December 2016, before xmas... they don't know for 10 days when they getting stock! Reficulous, do they think we are idiots!!?? I have wasted 10 days being messed around with the only option being given by them as to cancel now!! This was a birthday present which is now well overdue. Please please don't buy from this scandalous outfit who have atrocious customer service and take customers for fools with the nonsense that is produced. Terrible experience

Ordered shoes on 07/11. Supposed to be delivered on 11/11. Nothing ever materialised. They claim they are discussing with Royal Mail but I've had no further contact for days.

It will be two weeks late tomorrow and as far as I can tell they are doing nothing about it. At this point, they have just taken my money and given nothing in return. It is not the customer's issue that there was a 'problem' with delivery - they should refund or replace instantly.

AVOID. It may seem cheaper but it's not worth it. Much safer to go with ASOS!