ComplaintsforThe House

• Initial Complaint

  01/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered some ski boots at the beginning of December, said they where in stock, got an order confirmation. Looked a couple weeks later said the boots where on back order until Jan 15th, checked again after Jan 15 now says sold out, I have never received the boots, a e mail telling me what's going on, nothing try and call the customer support line no one ever picks up, frustrating that I order boots at the beginning if ski season and now we are halfway through and I have got nothing. **************** is poor, feel like I got scammed.

  Business response

  02/08/2023

  Hi *****,

   

  I am sorry for the troubles experienced on your order.  We strive to take care of each and every customer but had a difficult time doing so due to an overwhelming amount of contact volume.

   

  I just checked your customer profile and see that you spoke with an agent on my team and that your boots were shipped out on 2/2/23.  My agent also sent you a follow up to make sure that when you received the boots, to please follow up with them to make sure they were to your liking.  

   

  If there is anything further that I can assist with, please let me know at *****************************************.

   

  Thanks,

   

  William 

  Customer response

  02/16/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a pair of ******** Bindings as a Christmas gift. One of the toe straps broke on the first trip. When we got home, I tried numerous times to contact ******** to get replacements (under warranty). After sitting on hold for over and hour several times, I gave up. Fast forward 7 months, I tried several more times until I sat on hold for and hour and 25min!!! and finally was able to get through and speak with a rep ***************************** on Jan 3. I explained the warranty issue and also explained that I have a trip coming up at the end of Jan. ** said he reached out to the warranty rep ********* and said that all I need to do was send him pictures via email and he would forward them over to get replacement straps sent out. I emailed the pictures the next day (Jan 4). After no response, I reached out via email/phone on Jan 6, Jan 9, and Jan 10th. STILL GOT NO RESPONSE! On Jan 10 @ 4:02pm I painfully sat on hold for over an hour AGAIN to speak with a rep. I talked to ******** who spoke with the warranty rep again and advised me to send my information directly to him. She said that he would then be able to get replacement parts sent out Jan 11 mailed next day air. I forwarded the warranty rep my original email (to ****) with my info, pictures, and description of issue while on the phone (w/ ********). I received a response from the warranty rep ********* on Jan 12 asking me to fill out a form, which I had already done by phone two prior times. I filled it out immediately and responded via email to let him know that it was completed. I never received a response back. I sent another email to the warranty rep on Jan 14 to ask when the new straps would ship and once again explain that I leave Jan 18 for my trip. It is now Jan 17 (the day before I leave) and I have received no replacement parts, no response, and no resolution. TheHouse has failed every step of the way and I think it is REDICULOUS to deal with this much s*** over $10 binding straps....

  Business response

  02/08/2023

  HI *****,

   

  I am very sorry for the troubles experienced on this order.  We strive to take care of each and every customer but had a difficult time doing that this year due to an overwhelming amount of contact volume, however I'm not here to leave excuses.

   

  I just talked with our warranty manager and he let me know that you have been taken care of at this point.  If there is anything further that I can do, please email me directly at ********************************** and I will be here to support you. 

   

  I again want to apologize for what happened.  

   

  Thanks,

   

  William 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello BBB,I am reaching out because I have ordered a snowboard on 12/25 (Order ID: ********, which was stated to deliver 5 - 6 business days from the order date. I am unable to track the order status on their website, despite multiple attempts (e.g. import order history). I've attempted to contact the company via, which was unsuccessful. I see this a common issue with the company based on the posted complaints. I highly suggest the company finds a scalable solution to solve order tracking and incoming customer calls.

  Business response

  01/10/2023

  *****************

   

  I am very sorry for the troubles you have had with our company.  You are correct, we are understaffed and are working as fast as possible to fix the known issue.

   

  Will you please email me directly at **********************************?  I would be more than happy to help you with your order.  It looks like we have an inventory issue but again, I will be more than happy to make sure you are fully taken care of.

   

  Thanks,

   

  William 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/28/2022 I purchased a splitboard from The House Outdoor Gear. The split board that I purchased was a 153 Rossignol ****************** I paid $383.35 for this board. The package was shipped quickly but I received a paddle board in the mail instead. I have tried to reach out via chatting on their website, as well as calling (to no answer) and emailing. I have heard nothing back from The House Outdoor Gear. I would just like a refund for what I paid for. It is very frustrating to not be mailed what I ordered but also for there to be no answer to the problem.

  Business response

  01/09/2023

  Hi *****,

   

  I am very sorry for the mistake we made with your order.  This was a big miss on our end.

   

  I would be more than happy to help you out.  Will you please send me your order number to me so I can get your refund issued to you as soon as possible?  I will also get you a return label to send the paddle board back to us.  

   

  Again, I am sorry that this happened and I will do whatever necessary to get your taken care of.

   

  Thanks,

   

  ************;

  Customer response

  01/09/2023

   Better Business Bureau:
  
  Hi *******! Thanks for the response I really appreciate it. My order number is #*******. Upon further investigation it looks like an inflatable wake board from what I can gather? Would love to get it sent back to you guys! My email is ************************* if youd like to send the shipping label there. Thanks again. 
  

  ***************************

   

• Initial Complaint

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple order issues.They are selling and charging items they do not have in stock and shipping only partial orders. Refunds do not happen until you contact customer service in 1 of 3 ways. 1 contact forms. Filled this out a week ago...still no response. 2 phone. Currently on a 1hour and 15 minute hold....still no answer. 3 Live chat. Currently the que is 115 and averages 1 position ever few minutes. They have been out of stock for over a month on the items they charged me for. Still no refund and no response. My call just dropped. I do not have several hours each day to try and resolve. Read the newest reviews for the-house. They are getting fake accounts to leave good ratings.

  Business response

  01/16/2023

  Hi *******,

   

  I am very sorry for all the issues that we have caused.  We are experiencing higher than expected contact volumes but I am not here to leave excuses.

   

  I would be more than happy to help you with your order, and will be here to support you if you want a refund, or if you are still wanting your products.  In the event we have an inventory issue, I will work with you to get you something that you see is fair.  Basically what I am saying is that regardless of what needs to be done, I will be here to help you.

   

  Will you please email me directly at *****************************************?

   

  Thanks,

   

  William 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a snowboard with the promise it would ship the beginning of December. Its now January and still nothing. *** tried to call but Ive been on hold for over an hour with no response. Their chat line crashes when it gets anywhere close to your turn. *** literally tried everything to contact them and they havent even reached out to let me know if there a delay on my product.

  Business response

  01/06/2023

  Hi ******,

   

  I am sorry for the troubles you have had contacting us.  We ********** for this winter season but have received far more contact volume than we forecasted for, and for that I do alpologize.

   

  I see that you called in on 1/4/22 and talked to one of my representatives, and as a result a refund was issued back to your card in full.  The amount refunded back to your card was $320.95.

   

  Again, I apologize for the troubles.  If there is anything further I can do for you, please email me directly at ********************************** and I will be here to support you.

   

  Thanks,

   

  William 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered two sets of ******* stance 84 skis and MNC bindings on 12/27/22. I have received two ***** packages, one for skis and one for bindings. However, there was only one pair of skis in the package, although the shipping email said two pairs. I have been contacting The House by email, phone and live chat over the past days. Unfortunately, I havent received couldnt a single response back. Its been frustrating without any response from The House. I need The House to send me the missing pair of skis I ordered.

  Business response

  01/06/2023

  Yubin,

   

  I am sorry for the troubles you have had with our company.  

   

  I dug into your order and initially saw that we had an inventory issue, and that we did not have another pair of skis to send to you.  As a result, I sent your order to a warehouse specialist, and he made *************!  He found your skis and is shipping out to you today.  You will have them early next week.

   

  Again, I apologize but am very happy we were able to resolve this for you.

   

  Thanks,

   

  William 

  Customer response

  01/09/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have placed several orders with the house in early December for Christmas presents for my children. The total of my orders was around $500 worth of product. One item is missing from my order although I received a shipment confirmation. Absolutely nobody answers their telephone. Absolutely nobody responds to my several several emails. Absolutely nobody responds to the messages I have sent through their website for customer service. At this point I didn't get my product but I've paid the money and nobody is responding to me. I'm starting to think I've been scammed.

  Business response

  01/04/2023

  Hi *******,

   

  I apologize for troubles you have had with our company.  I would be more than happy to help you out.

   

  Will you please send me the order number of the missing item order?  Once you let me know that I will work with you to resolve this error.

   

  Thanks,

   

  William 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered clothing on 12/10/22 and have received nothing. A shipping email was suppose to be sent out, but that never happened. Cannot get in touch with anyone through phone, email or online chat. I understand delays, but there is nobody to even confirm that. Did they just ghost all their customers? I mean I'll take it as a loss I guess, but everybody should beware.

  Business response

  01/03/2023

  Hey ****,

   

  I am very sorry for the troubles you have had in contacting us.  We have received an overwhelming amount of contact volume and are doing our best, it's just not good enough to be completely transparent. 

   

  On your order, we actually had an inventory issue and as a result, don't have the jacket.  With that said I have cancelled and refunded your order back to you in full.  If there is anything else you would like on our website, please reach out to me directly at ********************************** and I will be more than happy to work with you on a great deal.

   

  I hope you're well and had a great holiday season.  Looking forward to hearing from you.

   

  Thanks,

   

  *******

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered skis and bindings on December 18th, was immediately charged for the full amount of the transaction and was told it would be 3-5 business days for it to be shipped and then I was given 2 day shipping at no extra cost. After a week went by and I still had no notifications that the product was shipped, I reached out via email and had a ticket created and was told I would get a response in 1-2 days. I received no response. When December 28th rolled around, I still hadn't gotten any notification that my order was shipped , nor did I get a response via email. So I got on their live chat. Where I was 115 in que to talk to someone, so then I tried calling as well multiple times- no response. I finally decided to wait in que for several hours to get someone on chat. When I finally got a customer service rep on chat, they told me my order had sold out of half of the items I paid for (the bindings). They sent me different bindings (without asking me if that was ok) and I will receive those today. But I still have not received my skis and got no response on them at all. I have paid for them and can't get any answers. So, they have taken my money, not responded to my many attempts to speak to someone about the entirety of my order and have lied about when they will respond. I am left not knowing where my order is, or if I will even get what I paid for. They apparently can just decide to send you something you didn't order and keep your money and only give you half of your transaction and don't have enough customer service support to even address their paying customers. My order # was *******. I want a full and complete refund immediately or I want my exact order in the time frame I was told.

  Business response

  01/03/2023

  Hi ******,

   

  I first want to apologize for the experience you had with our company.  We really do strive to help each and every customer to the best of our ability but unfortunately are overwhelmed with contact volume.  With that said, I am not here to leave excuses.  I am here to support you and your wishes.

   

  We unfortunately do not have the ski package that you ordered so I am going to issue you a refund in full.  That is being processed today and will show on your account in 4-6 business days.  

   

  If for some reason you don't see your refund, or if you need anything else, please reach out to me directly at ********************************** and I will be here to help.

   

  Again, I apologize this happened.  

   

  Regards,

   

  William 

  Customer response

  01/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩