HAY Europe Reviews 

I ordered 5 crates on October 10th. I was given an estimated ship date of November 24th and have heard nothing since. I contacted customer service asking what on earth was going on and just now heard back on November 30th saying that they can be expected to ship on December 30th. Meanwhile, their website (where they still have been accepting orders for this product that apparently does not exist) says they are ready to ship in 4 weeks. Despite the fact that I ordered SIX WEEKS before the Black Friday shoppers (who also got a better pricing than I did as a result!), my order *might* arrive the same time theirs does. I've never in my life been so displeased with customer service as I am dealing with HAY. The company is absolutely scamming people with completely false advertising of their ship times. Customer service could not be any less helpful - the number they give you to call doesn't even work! STAY AWAY. Good luck ever seeing your money again if not.

Do not respond to this saying "We're so sorry," I absolutely don't want to hear it until my order is corrected. This company is a fraud.

Terribly frustrating experience thus far. I’ve made three separate orders from a timeline of about October to a few weeks ago. I ordered two cups during their summer sale on oct 13 - and since then I’ve gotten a total of 2 emails from HAY telling me the estimated shipping was changing. The most recent time they informed me of this my estimate went from October 15 to January 24. Finally I reached out to request a refund and after 2 days I got no response but then when they did respond about canceling my order - I never got a confirmation or the actual refund. For my second order I purchased some mugs which just restocked so I didn’t expect to get them ASAP but when I got my confirmation the estimated shipping said the 30th of November - then I got another email from them saying that shipments is unfortunately not going to ship until the 20th? This company has no sense of how to properly manage their shipments. I also made a third order before I realized how bad this company is which I received 2 days after ordering; so I’m completely dumbfounded as to why I have to wait so long for my other packages.

Bought rainbow plates (14 euros each). Thought it would be good quality stuff, but they had scratches after the first use.
Next time I'll go with ikea.

I ordered four dining chairs on 22 September and as of 9 November - no one knows where they are located. Inexcusable negligence and customer service.

I feel sorry for the employees.
Because I think the most of the problems are not their fault. But they have to apologize to costumers.

I ordered the table lamp 2times.

1. My first order took forever till I got.
2. I've got a wrong color, of course.
3. It took forever to got a replace and return wrong item.
4. I had a problem to purchase, because they DO NOT use 2020 web site system.
5.It's been almost 2months after my 2nd ordered, but still haven't got my order AGAIN.
6. " I , I , I " needed to ask them my order status 3times.

I usually don't comment for the reviews, because I have own my business, therefore I think I know how tough running business.

But, to HAY, I need to say this.
GO OUTSIDE!!!!!
THINK WHAT YOU DID!!

Ordering a sofa with HAY has been the worst customer service experience of my life thusfar. As I ordered a fabric that was not currently in stock, the website stated it would take 9 weeks to be delivered. I had no issue with this. 9 weeks later, the estimated ship date had passed, and I hadn't received any notice of shipment. I called customer service around week 10 to ask about any delays. They told me it should ship out "in a few days." Those days passed, and after another call with customer service they told me it should ship out "in a week or two" Well, those two weeks have passed, and nothing has left the warehouse. It's so frustrating to have to call their abysmal customer service line (which will send you to voicemail after a certain period even if you are trying to hold and speak to a representative) every time I need an update on this couch. For a product that is nearly $3,000, you would think they would keep the customer informed of such lengthy delays.

If you email them, they will never respond. And if you are lucky to get an initial response, they won't respond to any replies back for weeks.

I have no idea when this couch will ship out, and at this point, I can't even reach a representative to cancel my order and get a refund.

Despite initial hesitation to order a couch due to seeing many bad reviews, my lived experience with Hay was overall positive and smooth.

This is the worst customer service I have EVER experienced. Over 2 months of completely unhelpful customer service. I have left countless voicemails and emails and haven't even received any efforts at resolution, nor an apology.

I placed an order on MAY 25th. I received half my order but not the other half. When I did get a notification the other half had shipped, the tracking number never worked and I never received a shipment. I called and left a voicemails and sent emails weekly for MONTHS.

On July 14th I finally got an email that said they could not locate any of my previous inquiries (!). I explained the situation and heard nothing back. They blamed Fedex when it really looks like they never shipped a thing to Fedex. I was told HAY was submitting a replacement claim for my item and that they would provide updated tracking information for the replacement within 72 hours. After SIX DAYS I still had not heard anything and checked back in yet again. No response. I have received no notification and no further responses when I emailed asking for an update at the end of July and again in August.

I have reached out an INORDINATE number of times regarding this shipment and have received not one apology (apart from a sorry in a delay of email) and no offer of compensation or % off or money back offer at all. This is the worst customer service I have ever experienced. I am asking HAY to respond to my request, send me my order, and do more than just apologize over email after largely giving me the run around for over 2 months! Will never be buying from them again.

AWFUL! I have been waiting four days for a delivery I should have received on Thursday (today is Monday night) which inexplicably was returned to the warehouse by the appalling XPO Logistics (Boston). I called XPO twice on Thursday; no answer from Hay so I emailed them - 4 days later no response from either. I called XPO Logistics again on Friday, they promised to email their hub but refused to give me its contact details. Monday morning I contacted XPO Logistics again, they promised to email their hub AGAIN. No response.
I tried calling Hay again on Monday. No response.
This is a very expensive chair and ottoman on order, tomorrow I will phone and cancel. This is a rubbish company that cares nothing for their customers.

We bought HAY chairs last year and both are already damaged. Both chair's threads are about to crack and we've been sending back and forth pictures and videos of our chairs and tried to prove that they're actually damaged. Wether HAY's distributors in Sweden (Gulled) nor HAY will help us. THE REASON WHY WE DID NOT BUY CHAIRS AT IKEA WAS THAT WE WANTED QUALITY PRODUCTS AND QUALITY CUSTOMER SUPPORT. WE WERE WRONG.

Terrible customer service, painfully slow ship times, questionable quality. I placed an order with Hay around the same time as a British company that sells their products. The package from Britain arrived to CA two weeks before the Hay product from Ohio. I never received responses to my customer service claims. When the products did arrive, I found the quality control to be inconsistent. I can find products of equal tastefulness and attractive proportions at a local Japanese discount store for way less. I suggest you look one up in your area before giving your business to this company.

Hearing all the great things about Hay's product and renowned design aesthetics, you'd think they would match their quality products with quality customer service, right?

I purchased a $300 side table - the legs didn't match up when I tried to assemble it. I decided to return it, not knowing there was a 10% restocking fee and shipping/return fees. I tried to write customer service asking if I could return the table using UPS (I have a good rate), I never received any answer. I sent that table back using their FedEx label which will probably cost a small fortune.

It's been 2 weeks since FedEx confirmed they received the table back and I still haven't gotten a notification that they processed the return.

Honestly not worth it unless you're buying from the store or showroom!

*Update* They finally wrote me back that they "entered the wrong tracking" for themselves. I paid $321 for this whole debacle, and got my refund of $257. $64 lost for an extremely annoying experience.

I am having the worse experience with HAY furniture. I ordered a table Pyramid a couple of months ago. The table was delivered with a default - it does not stand properly on its feet. This default was directly acknowledged by the delivery man who told us that Hay would follow up with us quite quickly. This was back in November. It is now end of January and despite several follow up we still do not know when the replacement will arrive. On top of this they require - which is understandable - to book the sidewalk to make sure that they can deliver efficiently. However, they refuse to pay the additional costs for booking the sidewalk a second time. So, having a default table also bring me to pay an additional 100 euros for it. They refuse any type of compensation for this. HAY is a nightmare will never buy again.

***

For the update - after HAY contacted us they only confirmed that they would not pay for the additional costs and that they would not compensate for anything. Fortunately the shop where we bought the table was client-oriented enough to compensate for the extra fees. As a conclusion when you buy at HAY not only you face the risks of getting a furniture with a default but additionally you will pay extra money for it. This is brilliant !

After mistake in order - Best service , fast and efficient. Extremly friendly and understanding. Simply treating customers - as customers !

Have just heard that the sofa we ordered from Haus in London on 5 October will not be delivered until late January!

To say we are disappointed is an understatement.

8 weeks from the date of order would be 30 November, ie, this Saturday - plenty of time to expect it to arrive before Christmas. When it comes to large important items of furniture like sofas, dining tables etc you expect to order in advance, especially coming up to Christmas - so we researched, decided, ordered, and PAID IN FULL AND IN ADVANCE. We only heard today that Hay can't fulfil our order until end of January ie not 8 weeks but 16 weeks from the date of order.
We have a large family coming for Christmas, what do we do? Why accept payment for an order you cant fulfil? This is unacceptable.

REPLY TO HAY RESPONSE:
I have contacted Haus London, who have given me the order no: O790184. Looking forward to your response.

2nd reply to Hay response:
Store say they haven’t been given a reason from Hay for the delay. Why ask me to get the order number if you aren’t going to give me an appropriate response? At the very least I would expect you to be able to give me a reason for this long delay...

I work for a hotel and one of our departments wanted items from this company. The experience was not, shall we say, uplifting. First, when I placed the initial order, the receipt didn't generate properly and it was not showing on our charges. Then, when I went to verify the purchase with the company, it was like pulling teeth to get someone who could actually help.

I had a blank email receipt which would not fly with our auditing department. I did eventually get a proper receipt and learned somewhere in all that, that a portion of the order was on back-order and was expected to arrive in a few weeks.

One month went by and nothing. Eventually I received an email from the department who had wanted the items inquiring about the remainder of the order (by this time it was nearly two months) and I told them that I had reached out to the company asking about the status of the order but they had not responded back. As there had been no secondary charge from the company, I assumed that the order had been cancelled.

And then, shift to today when I get an email from the company, nearly six months later from when I placed the order (and there is absolutely no information on the site regarding out of stock items. No estimated in stock date, no lead time, and all I had received in the email was "a few weeks") that they were getting ready to ship out the order but were having trouble extracting payment.

I sent them an email response because although there is the option of speaking with someone on the phone, getting the help you require is just as difficult and I explained to them that the department was no longer interested in the items as they had assumed about three months ago that the order was cancelled since we had received no correspondence nor credit charge for the remaining items. There was no feasible way to check on the order as when I went back to the site, it still thought that I had no order (due to that initial website error) and there was no way to pay for the order had the department wanted the items as our card had been compromised.

I think a serious overhaul of the website and better customer service would help. I do know that I will be most unwilling to get items from this company again should anyone else in my organization request it.

New chairs just arrived and they are amazing! High quality design, durable materials. 5 stars company. My new home now is complete :)

don't but anything HAY If something is wrong with the product they have really bad service. I will certainly won't recommend anyone to buy anything @hay. I have a table and a set of stools the lack is peeling of and the service is really bad. They are saying it used heavily. I have the stools 10 months now and it peels off everywhere. Never ever again I will buy products here.

This company is a joke. I have never been so disappointed in customer service or a product in my life.

First of all, I shouldn't wait two months for a table I was assured I would get in four to six weeks.

For DKK 10.000, the table should not come in a million pieces with a bag of screws and horrible assembly instructions. If I wanted IKEA, I would have gone to IKEA and at least saved myself more than 9000. I shouldn't then have to put it together myself only to discover one of the pieces is faulty, rendering the table impossible to assemble.

For DKK 10.000, the shop CERTAINLY shouldn't tell me to "just try and fix the faulty part yourself." Since when it it the customer's fault to fix the factory's mistake? So we went to a different HAY location, where we were told to file a complaint online. So we did that. Days later, still no answer.

You are much better off taking your business to Nova Mobler or Sofa Kompaniget, where the customer service is great and if they screw up an order, they apologize immediately and fix the problem within days.

HAY is a joke.

I have an Ikea x Hay table which I am very happy about!!