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    The House

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Trustpilot
4.1 / 5
Corporate Values

Overview

The House has a consumer rating of 4.7 stars from 198,068 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with The House most frequently mention customer service, great prices and free shipping.The House ranks 1st among Outdoor Clothing sites.

This company does not typically respond to reviews

Positive reviews (last 12 months): 95.7%
Positive
188,747
Neutral
6,721
Negative
1,755
View ratings trends
10
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What reviewers want you to know

Positive highlights

  • Awesome customer service through the holiday season.
  • I had very helpful sales representatives which made he shopping experience even better.

Critical highlights

  • Checking out was an issue when neither of my credit cards would work, and wouldn't work via a phone order either.
  • But they did not grant me the discount code that was said to use.
How would you rate The House?
Top Positive Review

“Quick and easy”

Nick B.
12/31/19

Quick and easy. Great mobile site. It's definitely not 'red' like they claim online. More of a salmon or coral color. Great bindings though! The EST bindings are the way to go if you have an ICS Burton board. A little more pricy, but well worth it at the end of the day. Being able to make adjustments on the fly is ideal for me considering I'm an amputee. I was able to set my board up for a very comfortable ride.

See positive reviews
Top Critical Review

“Terrible customer service”

Kirsten P.
12/18/21

Bought a new Burton snowboard and bindings for our 9 yo for Christmas within the Xmas delivery time frame. No confirmation. No response to email. On hold for now 45 minutes. I live in Minneapolis and will never purchase from them again.

See critical reviews

Reviews (198,068)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (329) shopping experience (103) coupon code (57) credit card (57) quality products (24) discount code (59) promo code (53) cyber monday (28) shopping cart (28) redemption code (22)
kirstenp60
1 review
5 helpful votes
December 18th, 2021

Bought a new Burton snowboard and bindings for our 9 yo for Christmas within the Xmas delivery time frame.

No confirmation. No response to email. On hold for now 45 minutes.

I live in Minneapolis and will never purchase from them again.

juang637
1 review
5 helpful votes
December 18th, 2021
Verified purchase

I placed my order on December 12th and was told me order would ship in 2 days. It has been 1 week now and I haven't heard anything about my order. I called customer service but was left on hold for 30min. I used the chat method and waited another 25 min to connect with someone, only for her to say my order is being processed and cannot be canceled. Why can they not cancel my order if it hasn't finished processing? They are just a money hungry company that only want to sell and not satisfy their customers.

Tip for consumers:
For them to be able to cancel my order or at least fix my problem instead of just blocking me out.

Products used:
Snowboard

Service
Shipping
Returns
noahg48
3 reviews
1 helpful vote
April 14th, 2020

The House is great! There are many different brands with reasonable prices to fit your budget. I purchased an Oakley snow pants couple of months ago and I am quite satisfied. I went to Ski couple of times in Winter and the quality substantiated its reputation, Also the website is easy to navigate. Order process is straightforward. Shipping updates are on time. Keep it up!

nickb342
Nick B.
1 review
42 helpful votes
December 31st, 2019
Verified purchase

Quick and easy. Great mobile site. It's definitely not 'red' like they claim online. More of a salmon or coral color. Great bindings though! The EST bindings are the way to go if you have an ICS Burton board. A little more pricy, but well worth it at the end of the day. Being able to make adjustments on the fly is ideal for me considering I'm an amputee. I was able to set my board up for a very comfortable ride.

donp387
1 review
2 helpful votes
January 10th, 2021

These boots had some potential but the plastic used to construct the boot is weak sauce and the boot broke first time i fell. I had a bunch of broken plastic wrapped around my leg and was not pleasant. They have been dragging there feet on my refund for 3 months now so I'm giving them one star, Ive been skiing for 30 years since i was 3. I have never had a worse boot. Or promised so much by a website... I will look for my pictures of broken boot. Since it basically ripped in half.

Tip for consumers:
I wouldn't buy these like i did

Products used:
k2 mind bender boots 2020 100s

Service
Value
Shipping
Returns
Quality
chasek25
1 review
2 helpful votes
December 15th, 2020

Ya got some cool gear but ur website sucks ass. The amount of times the page does'nt load is gross. Checkout is even worse the whole thing glitches out makes me feel really comfortable putting personal info into that $#*!ty site (sarcasm). Did u pay a $#*!ed monkey to design your website? Rather go to zumiez any day over this ratchet website

ericg262
Eric G.
1 review
66 helpful votes
January 5th, 2020
Verified purchase

Website runs fast, no registration needed, except for encountering some product mis-categorization (like women's product being categrozed as men's) and sometimes possible unverified product info (I was looking at a backpack that says on your website that it's water resistant. But on their official website, nothing was mentioned. Nor on the house's youtube promo video.)

jow101
1 review
34 helpful votes
February 2nd, 2020

Scam artists! If I could give 0 I would. Ordered a pair of snowboard goggles and they completely cracked and fell apart. Ordered a second pair and the same thing happened. Sent back the items for a refund and there was no communication for a month. I chased up and they said they can only offer a voucher.
Erika in customer service was absolutely useless.
Now will have to make a claim through PayPal or could lose over $100.
Please go to a normal shop for your items and not these online scam artists

seannm
1 review
3 helpful votes
December 23rd, 2020

Purchased bindings from the house
Purchased bindings from the house. They broke on the first day. It has been a nightmare trying to get a refund or replacement. The manufacturer won't do it because I purchased through the house and the house wants to send me a black toe strap for white bindings. This is a nightmare, ill never buy from the house again.

andriaj6
1 review
2 helpful votes
December 15th, 2021

I purchased a pair of snowboard pants and jacket for my son. The jacket was too big and needed to be returned. I tried using the directions in the website but it continually said they had no such order number. Left 2 messages with their website messenger and never received a return email or message. I even tried calling customer service, only to wait 3o minutes one day and 45 minutes another on hold with no answer! I now have a $200 jacket that no one in my house can use! Soooo angry!

Tip for consumers:
Do not purchase from the website unless you are 100% sure of sizing. Returns are impossible

Products used:
My son kept the snowboarding pants but the jacket was too big. I need to send it back for a return but can not get in touch with customer service to return

Service
Value
Shipping
Returns
Quality
anonymouss911
anonymous S.
3 reviews
36 helpful votes
April 16th, 2020
Verified purchase

Shopping and viewing items was easy. I wish there was more detailed sizing information available. I had to utilize the product sites to determine fit. Checkout was a nightmare. Despite already having seen estimated tax, the page could not verify my address. I had to re enter the exact same information over 5 times until it would accept my order.

sandras1610
1 review
1 helpful vote
January 6th, 2021

I ordered a jacket for a Christmas present and it was ripped. I contacted customer support through email a few times and NEVER received a response! Tried calling, and always said they were closed. Tried chat option and they were rude and no help. I ended up sending jacket back and reordering (paid 20.00 more than the first time) and STILL have not received an email or my refund. On top of that, I am being charged to ship the damaged jacket back!

Products used:
Jacket

Service
Value
Shipping
Returns
Quality
kyleb566
1 review
1 helpful vote
December 10th, 2021

They moved my shipping date to after the date of the trip on which I need the gear. I have called several times and held for over 20 minutes each time to exchange for items in stock or cancel my order, but no one ever picks up. I would steer clear of ordering from The House as they cannot deliver on time and will not even answer the phone to rectify their issues.

Tip for consumers:
Don't use this site

Service
Shipping
Returns
carmelos10
Carmelo S.
1 review
10 helpful votes
July 11th, 2020
Verified purchase

Thanks for the sales promotion. Looking forward to getting my products. Hopefully, they fit well and of excellent quality as I expect them to be.

carriel288
1 review
1 helpful vote
March 28th, 2022

I ordered a few Northface shirts for Christmas 2021. It said the package was delivered and I NEVER received the package! I tried to contact customer service several times and no one ever answered the phone. I let the phone ring for several hours and no one answered. Needless to say, I paid for something that I never received! The funny thing is that I ordered all of Christmas gifts online and received every package accept the package I ordered from The House! They suck!

Tip for consumers:
If a company is unreachable… don’t buy from them!!

Products used:
Nothing!! I never received them!! They kept my money.. there is no one answering their company phones!!

jeffreyt157
Jeffrey T.
1 review
0 helpful votes
March 3rd, 2020
Verified purchase

Great sales! Do you guys offer military discounts? Only suggestion is allowing us to create an account to view past and current purchases.

johnt648
John T.
1 review
1 helpful vote
January 14th, 2020
Verified purchase

I contacted CS twice, and chatted with a representative with no resolution to the issue I was disappointed with. Why have a coupon code if it won't work for the majority of items on the site? I spent a lot of time trying to get an answer. I would expect at least a little consolation. I'm not sure that I'll be back.

zachj19
Zach J.
1 review
0 helpful votes
January 11th, 2020
Verified purchase

I was going to buy the Burton Baker 2-in-1 Gloves with you guys but found them much cheaper on amazon.

Also your product filtering tool on the left hand side of the page
when viewing all the snow pants
wasn't very user friendly.
I could only filter for one brand at at time and had to scroll to select the categories. It could be better

patrickt318
2 reviews
1 helpful vote
February 5th, 2021
Verified purchase

Placed an order on Black Friday 2020. Didn't get my items shipped until a few weeks later and when it arrived, one of the items was incorrect. When it arrived I immediately emailed them asking for the correct item and they promised they would ship it after I finally got through the automated responses to an actual person. Later, they sent me an invalid UPS tracking number. After waiting several weeks for that to arrive, I contacted them again at the end of January and they said that it's no longer in stock and they need to refund me. It's been 2 weeks since I was promised a refund and I still haven't gotten it. I'll never buy from this company again no matter how good the deal is. Their failure to ship product and repeated failures to fix their mistakes indicate that they just don't take customer satisfaction seriously.

Tip for consumers:
Shop somewhere else if you ever want to get your order.

Products used:
Mittens

Service
Shipping
Returns
jaunat
Jauna T.
1 review
2 helpful votes
January 4th, 2020
Verified purchase

My last 2 orders sat in your warehouse for 10 days for no reason before being shipped out they should have been here well before Christmas and didn't arrive until the 26th after I phoned 4 times at the time I qualified for free 2 day shipping and they put them on reg ground I've ordered a lot from you and would appreciate something done to make things right.

lancea75
1 review
2 helpful votes
January 10th, 2021
Verified purchase

I can be pretty patient, but have my limits. In October 2020 I began shopping for winter wear for myself and my family. I came across an ad from The House and I took a look. I liked what I saw. Since that time I have purchased 6 coats, 2 pairs of gloves, goggles, and some base layer clothing. Everything I purchased was a good value and arrived in a timely manner. I tried to buy two more coats for my spouse who typically only gets a good fit with items that are tailored for petite sizing. When the coats didn't fit I returned them. The House signed for the items on Nov 30. It is now Jan 10 and I still don't have a refund. I have sent 4 emails to customer service which opened tickets... no reply, I have waited on hold so long I hung up. I have live chatted with an agent twice only to hear it is taking longer than normal. This week when I contacted them they told me it is in process and could take 30 days to show up on my statement. That is three times longer than their stated refund policy. Now I am going to have to contest the charges. What a pain! EVO, Back Country, Moose Jaw, Eddie Bauer, all processed returns and refunds within 2 days of a return. The House has some pretty big warts. You better make sure that the stuff you are ordering is going to work.

Tip for consumers:
Be very sure you are going to be able to use what you order. Refunds are a pain and they hold your money for a while. I would make sure you hound them from the second you need to do a return or get a refund. Make sure you track everything and get a proof of signature. Make sure you use a credit card so if needed you can contest the charges.

Products used:
Jackets, clothing, goggles.

Service
Value
Shipping
Returns
Quality
arvindi
1 review
1 helpful vote
December 15th, 2021

I have ordered winter wear 3 weeks back and they are yet to arrive. I called multiple times and they do not even answer and put you on hold. I emailed and no responded. I tried to chat and I was told it is being shipped for the last 4 days. I still do not have an answer as to when the order will be delivered. It is FRUSTRATING and very POOR service.

Tip for consumers:
you need a lot of patience to be able order from this site and still, I am not sure if you will get what you ordered.

Products used:
I ordered 2 winter jackets. It has been almost 3 weeks and there is no response to my email, most of the time the chat window is down and when I call customer service, I am put on HOLD with no response. When I finally got to chat with some one they said the items are being shipped today and it has been a few days now and no trace of the order. It has been the most frustrating experience.

jackh888
1 review
0 helpful votes
December 22nd, 2021

I splurged and ordered a $240 pair of Smith ski goggles - confirmed on the email receipt and all. However, I was sent a pair of $90 Quicksilver ski goggles. I have contacted customer service 4 times now over the course of 3 weeks, and I still have yet to receive a reply. I was also charged for the full $240, so they essentially robbed me. I will never use The-House again.

Tip for consumers:
Find a new place to buy your ski gear. Don't let the lower prices convince you otherwise.

Products used:
None because I was shipped the wrong item and my dumb ass is still holding onto hope that they eventually reply.

Service
Value
Shipping
Returns
Quality
jonf64
Jon F.
4 reviews
1 helpful vote
April 28th, 2020
Verified purchase

Discount code was not working and it showed three different tax values and final dollar cost. Live chat said to call sales or email. I did both, hung up on the phone after 19 minutes, no response from email as of yet.

susans2002
Susan S.
1 review
0 helpful votes
April 12th, 2020
Verified purchase

My first time on this website. Great prices found. Saw the company had great reviews so am excited to deal with them.

Q&A (1)

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Posting guidelines
Typical questions asked:
  • How long does shipping take?
  • What is the return policy?
  • Where is the company located?

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About the business

On Sale Snowboards, Skis, Bikes, Outerwear +more! Lowest prices on Burton, K2, DC, North Face, Columbia. Up to $195 of Free Gear & Free Shipping. Since 1982

Company Representative

ryang19
Customer S.
Typically does not respond to reviews

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