1/5

posted Jan-08-2013

"My experience with The-House was less than satisfactory too. I ordered a ski jacket from this place in November. I live in Hawaii and the shipping was outrageous ($35)with only that option. I contacted them to see if there was a less expensive way to ship (I know for a fact that it could have been sent priority for about $11.) They said no, but did offer a 5% discount code (wow!). The price for the jacket was good, so I ordered it and sucked up the shipping cost. When it arrived, the color was no where near how it was depicted on the website, so I was forced to return it to them at my cost (an additional $11 in a flat rate box from the post office - total $46 in shipping!) I received an email that my return reached them on Dec 20. I am still waiting for the return to appear on my credit card. I have emailed them about the credit and no response yet. My phone call only yielded a 20 minute wait on hold and speaking to no one but the receptionist. My feelings are the same as most others about this retailer. Horrible customer service. I particularly like the insert they send with their orders about the wonderful culture and attitude of their company and employees. Total bs."

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1/5

posted Dec-08-2012

"I wish I had done better research on this company before I ordered from them....sadly, I am now seeing that their poor customer service is standard operating practice for them. I had ordered a Bmx bike for my son, per his request, from this site, and when we finally got it, it was poorly made, and the parts were broken so that the brakes didn't work? We had to call the company, and wait for new parts, then send the old ones back...not too bad, just annoying. Then my son wanted to order some jackets....so we ordered 2. Waited patiently, but when they finally came, one was the incorrect jacket. I contacted the company,gave them all the item numbers per their website ,and notified them of the error via email. The first response was..."as soon as you send a photo of the wrong jacket"....so my response was,"why should I?"...then another "person" responded that they would send the correct jacket to me, sans photo" along with a return label.....but,after waiting almost a month, through a holiday, no jacket arrived. So, since a 15yr old boy was waiting!!!....I finally called the customer service line....placed on hold a long time, then spoke to "Danielle" who couldn't apparently figure out a computer screen or what good customer service is, and she told me that the jacket was no longer available, so that is why it wasn't sent and she couldn't tell me what they could do to make it right. When I became upset, she wouldn't listen or problem solve, only interrupted me several times, told me I had no right to be upset, and told me she couldn't pass me to anyone higher than her to solve anything...I would have to speak with "Jerry" who had lastly told me ,via email, tha he was sending said jacket,...but of course, he was "unavailable, out in the warehouse". I left a message on "Jerry"s line, and waited. When he called me back(surprise), he laughed, and said he had forgotten to send the jacket out...was all ready to send but,"giggle,giggle" couldn't imagine why he had forgotten to send it.....he was very cavalier about the whole thing, and barely apologized at all...didn't even offer anything discount,ect to keep my business(not that I would ever use them again anyway). The jacket did come finally, but the return label has their standard "threat tactic" label that states that if I don't now send the original wrong item back to them within 15 days, to be received by them in 25 days, then they will have to charge my credit card for that item!!!!.....from what I have read here with the other reviews, I plan to contact my credit card company ASAP to block that action, as this company has now pushed the return of their item to be coming through the christmas mail....and here's a thought, maybe they could be just as patient to receive it back as I had to be to NOT receive what I ordered???......and, p.s......just so all of you know, had I not called them, they apparently would have NEVER called me to let me know that they forgot to send out the right jacket......they would have been just as happy to keep my money WITHOUT ever sending product......hmmmm......I hope this makes others think carefully...some have been lucky, but it appears most have had exceptionally poor interactions with this company....."

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1/5

posted Dec-01-2012

"Such bad service, my order got left sitting on the shelf and never got shipped, it got boxed but not sent to me and nobody wanted to do anything for me when I called CS. I also emailed them and was told it would be shipped on thursday(next day) and come on friday. Its not saturday and its sitting at the store still... Took forever to get what I ordered, should have spent the $330 elsewhere."

This review was modified by Gameler on December 01 2012 03:04:09 PM

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1/5

posted Nov-30-2012

"Never ever order from them. I ordered a Burton jacket, and my card was charged and received an email stating that if there were any problems with the order I would get another email or phone call. 7 days later, no email, phone call, tracking number, nothing. Called both CS and company phone numbers and both lines ring 20 times and hang up, no chance to leave VM. Finally get through and wait 10 mins to talk to live person, and told CC # and address don't match, which is BS, only lived at the same address for 9 yrs. Agent comes back and says bank CC approved the order, told her to cancel order and ordered the same jacket from Backcountry.com and got free 2 business day shipping. Contacting cc company to get payment back ASAP. Never will use them again.
"

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5/5

posted Nov-15-2012

"I consider myself a very savvy consumer... When I need something I always research for the best deals on quality merchandise (and make sure I find any applicable coupon codes to compliment my purchase). The problem with this can be that some things actually are too good to be true, and the internet is a breeding ground for scams. I have never been burned, but I know people who have. This is why I do background reviews on the companies that I do business with prior to placing my order. That being said, I read some disturbing reviews about bad experiences purchasing from "The-House" online. The deals on the quality merchandise were still very enticing, so I decided to do more researching before totally ruling them out. Ultimately I calculated that this was more likely a few bad experiences, but not a bad company. I am incredibly pleased to let other cautious buyers out there know that I had a great experience buying from them. I live in Massachusetts and ordered late saturday night, my gear arrived and was waiting for me on Thursday morning. Everything arrived in one box, and no defects. I have no doubt that there are customers who had bad experiences, but I am not one of them. I absolutely recommend them (in fact I already have) and will be purchasing from them again in the future.

- Exceedingly Satisfied

PS. I posted this same review (verbatim) on epinions.com and yelp. Why is it verbatim? Because I didn't want to write a whole new one, but I wanted to post on the review sites that almost deterred me from purchasing from The-House.com"

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1/5

posted Mar-23-2012

"This company is a rip off. They charge extra for expedited shipping and the item doesn’t show on time. When you request a refund they won’t give it. Not even the 20 bucs for shipping was refunded. 2.5 months later they have charged us 319.00 again which means they keep peoples credit info on file. We have disputed the charge and luckily our bank is returning the money. STAY AWAY FROM THESE GUYS AS THERE ARE OTHER MORE REPUTABLE COMPANIES TO ORDER FROM. Its sounds like a home based operation trying to be big. Horrible customer service and the prices really aren’t that good."

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1/5

posted Feb-14-2012

"Terrible experience. This was the first and last time I will buy from them. I got a ski jacket for my husband as a gift for his upcoming ski trip. Turns out he needs a smaller size. When I wanted to exchange to a smaller size, I was told that I have to send the jacket back first, then they'll inspect and only then will they decide if they will send me a new one. I tried to explain that I dont have time for that because he needs to jacket for the trip. I offered to buy a second jacket and then return the other one and get a refund. Was told they will not honor the refund because I got the jacket a while back. Again I tried to explain that the jacket was not used and has all tags and Its been a while because I just gave it to my husband as a gift. No one listened to me. I offered to lose money on this and still nothing. No accomodation whatsoever. So now we are stuck with this jacket that I paid $150 and he cant even use yet still has to buy another jacket. Ridiculous!"

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5/5

posted Feb-03-2012

"Can't beat their price. I didn't have any issues with shipping or support. boots/bindings shipped as promised."

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1/5

posted Nov-30-2011

"This is why people hesitate to shop online.. these guys are hopeless, and they couldnt care less. I have been waiting over month for a product promised in no more than 7 days. And the worst part: they havent yet contacted me once to let me know about delays! It is understandable that things get delayed but to not let the customer know what is happening is really poor. I advise you try calling them up with a query before you buy so you will hear what your going to be dealing with when things go wrong! Passed around to brain deads before hitting a voice message. I will not be recommending these guys anytime soon and strongly suggest you look elsewhere too. I will update this when I finally get what I ordered or a refund.. dont hold your breath! Goodluck"

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2/5

posted Nov-17-2011

"My experience with The House/Boardshop was not a very good one. I ordered a rain jacket and although I received a confirmation of my order, I waited and waited for a notice that my item had shipped. When no such notice came, after three weeks I called the company and was told the item was back-ordered. When the item finally came, over 4 weeks after I ordered, I decided to return the item as the color and fit were not what I wanted (no fault of The House). I sent the item back with all pertinent information, etc. and did receive an email confirming they had received my package and that a refund would be credited to my credit card. That was 17 days ago. This evening I called The House again to inquire about my refund and was told they did not submit it to "the bank" until Nov. 7 and that typically it would take as long as 2 weeks after that date for the credit to appear on my credit card account. This is not at all acceptable. I will not be ordering from this company again. Their lack of communication as to the status of my order and the long time for my refund to be credited (it still has not been credited at the time of this writing) are the reasons I would not order from them again. "

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1/5

posted Apr-18-2011

"Do not buy from here. A couple months ago, I ordered gloves from here. 3 weeks go by, nothing. I send them an email, and they tell me they don't have any left. GREAT! About 2 months ago, I ordered some snowboard pants that were supposed to come with board shorts. Received my pants, no board shorts. I called them up, and they INSISTED that they did not come with these board shorts, despite the fact the website said so. After we finally convinced them, 4 weeks went by before I received them. Lastly, I ordered a jacket about 3 weeks ago, size large. I look on my email, and it says they shipped a medium. I hoped they made a mistake, and it was a large. Open up the package and guess what?! A medium! I try it on and it is WAY to small. I call the customer service number, and explain what happened. Once again, they insist that I ordered a medium, and it was my mistake. That sent me over the edge. These idiots sent me a medium, knowing they ran out of the large, hoping I wouldn't notice. I wouldn't care if they told me they ran out. But to send me a different size without telling me? I mean C'mon. Now I have to wait another week before I can send it back in the free shipping thing they are sending me. Plus, being only 17, I spent most of my money on this jacket, and have to wait another 2 to 3 weeks to get my money back. All in all, The House sucks. Do not buy from here."

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5/5

posted Mar-10-2010

"I ordered a burton twin 151 and burton exile est bindings from them last week and the order went great, i ordered online and then got a call the next morning saying that the board in the size i ordered was actually not in stock (154) and they were un sure why the website didnt say that, they helped me find another shop with it and the other shop was actually at a cheaper price, they offered to sell me the 151 at that lower price and also matched the price for the bindings and i ended up saving quite a bit of money. they refunded the original charge right there on the spot and the new charge came through the next morning no problems. they gave me a whole bunch of free stuff all quite nice. it came exactally when they said it was, shipping was fast, free and packaged very nicely. board is great, bindings are great and i will most definitely be shopping there again, they have great customer service and great products all with the best prices around because of there price match garuntee. I HIGHLY recommend this company"

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5/5

posted Feb-06-2010

"I ordered a Burton 181 Wheelie Bag - Everything went great. Good communication, Fast Shipping, Quality product."

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5/5

posted Dec-31-2009

"I read the 2 reviews on the purveyor here and was quite a bit apprehensive about ordering from these guys. Good thing I did call first to ask about availability on products displayed on the company's website. They had the items I wanted in stock, ordered over the phone and had the products delivered free ground shipping within a 7 day time frame even with the christmas holiday. I am a bona fide customer not just cushing my own cos. reviews. When my package arrived it was solid no deviation or deterioration of the box at all. I would recommend these guys as long as you call them first to check for availability. When I got the package home nothing inside the box seemed out of the ordinary. Everything seemed brand new never having signs of use. From personal experience I would recommend them. Also keep in mind that people are more inclined to leave and make displeased and negative reviews when they are extremely unhappy. Just be patient and call ahead. That would be my only negative being that it took two or three days I think for them to return an email about stock availability. Just call ahead of time and prepared to be or at least act patient. I called once and sat on hold for about 5mins or more but when I called the second time I spoke with someone named allie I believe who was quite helpful. "

This review was modified by joobacca on January 02 2010 07:49:16 PM

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1/5

posted Oct-15-2008

"Wow did they f*ck up this one... I placed an order for a snowboard and my bank account was charged. Two weeks pass and I haven't had any shipment notification, so I call them up and ask what's the deal? They tell me my board will arrive in their warehouse any day and ship immediately. Another week passes and I receive no word, so I call again and they say the manufacturer (Burton) isn't shipping any more of that board and I won't receive it. So I cancel my order with them and ask for my money back. That was 2 weeks ago and I STILL haven't gotten my money back. It's been over a month since I placed the order and my account has been charge the whole time but I've received NOTHING for it. I dont think these guys are crooks, but I've had a terrible experience. They need to be more on top of their billing."

This review was modified by jtaua29 on October 15 2008 06:56:17 AM

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