"Ordered a snowboard online and then called customer service to change the shipping option. The customer service rep was very helpful and was able to give me in depth information regarding the status of my board. Will not hesitate to make another purchase with this company!!"

"Everything came super fast. Excellent condition! It was so affordable that I thought maybe the quality wouldn't be great but they nailed it! I am going to buy all my future snowboarding gear from here.

Thanks guys! I love my board and gear. "

"Delivered right on time, and we love our snowboard pants!!"

"I ordered ski pants with three day shipping. The pants arrived a week after I had placed the order. I called customer service about it and was told they could not/would not do anything about it. "

"I ordered last night and should have read the obvious real reviews.

As was stated by other customers concerning The-House.com's staff, they have abysmal phone service. I experienced absolutely most crude and rudest woman ever to call herself a customer service representative. After waiting on hold for twenty minutes before even getting to speak to someone I was greeted saying that there was a problem with my credit card. I tried to explain that my address was already changed (over 72 hours ago) and that my address matched my billing address and all she could do was interrupt me and talk over me and tell me "Your wrong sir, you wrong." Well please ma'am could you just call "CREDIT COMPANY", all she could say "You wrong, I work with them everyday, you wrong."

I continued to try to explain that I don't have a phone hooked up to my credit card and that it has never been an issue in the years that I have had this card (provided by a very large and reputable credit company). This rude woman than told me that "You (me) need to call this company and put a phone number onto my card!" Get outta here your crazy, I am not going to spend hours on the phone when I can go to REI, Amazon, ANY OTHER ONLINE RETAILER and they have never had a problem with how my account is set up.

This lady continued to talk over me to the point that she started raising her voice and then finally when I could get a word in edgewise she muted me! I asked to speak to her supervisor and she said she would put me on hold, INSTEAD SHE SENT ME TO VOICE MAIL!!

I was a first-time customer, but after seeing how they treated me on this first occasion when any sane company would try to woo you into being a loyal customer I WOULD NOT RECOMMEND THEM TO MY WORST ENEMY! Stay away from them, there are plenty of online retailers that have friendly and non-demeaning customer service representatives. Just read reviews out there and you will see that this company has a well known policy of: "Blame the customer, treat them like poo on a shoe, and then ignore shipping any product whatsoever." "

"The house shipped me a snowboard in a box that was shaped just like the board. I had also ordered a pair of snowboard pants and sunglasses with this, but didn't suspect that they would have shipped these items in the snowboard box. Unfortunatley, I tossed the box, not knowing that i had probably thrown away the glasses and pants.

When I contacted customer service, their reply was quick, and they stated that they would be looking into the matter and wanted to know if they could re-ship to the same address.

I didin't hear from them for a couple weeks thinking the matter was solved, but after not seeing anything, I recontacted customer service via email and didn't get a response. I tried again and few days later and still no response! I had to finally call them and got on the phone with the rep who I had emailed, and he told me that they had records of the weight of the boxes and that hey had to have shipped the missing items.

That was when I figured out that I must have missed them because they were packed in the snowboard box. Who packs sunglasses in with a snowboard box?

I was extra frustrated because they never got back to me when they said they would. Even after I talked on the phone the rep said they could probably take care of me he just had to clear it with management. But, I never heard back.

They have bad customer service and ship things in ways where you might lose items, I will never use them again. Backcountry.com has much better service, and REI."

"a super knowledgeable and friendly staff. Have a great selection of almost every item you want for extreme sports or outdoor recreation. Started shopping from their catalog many years ago and I always receive great customer service from that. After moving to Minneapolis I have now started shopping at their stores in little Canada and the service has continued to be Just as good."

"Originally wrote a negative review... After some initial bad customer service, I received a call from the owner and all problems were remedied (including how the situation was handled by the rep, which is just as important) ...Happy to not be disappointed... "

"My experience with The House has been a total disaster, with a faulty product, with literally hours spent on hold trying to get through to customer service, with promises made by customer service and not followed through on and with e-mail complaints not responded to. The product was a windbreaker with a faulty zipper I received as a Christmas present. After 7-8 calls (10-20 minutes waiting time per call) and one disconnect and an e-mailed refusal of the gift giver to pay for the credit card charge, the jacket was replaced. I was told the replacement product would be sent with a mail back label for shipping the faulty product back to the company. When the replacement jacket arrived, there was no mail-back label included. I was then told a label with an adhesive backing would be sent to me--specifically promised and confirmed that the label would be adhesive because I don't have any clear shipping tape. When a label arrived after two weeks, it was printed on a plain sheet of paper. More calls resulted in Toya, ext. 141, first saying I should drive to a remote UPS site and UPS would accept the package and affix the label. I objected and she agreed to have UPS pick up the package "in 24 to 48 hours." When I asked for a more specific time she said she would call me back "in just a minute" to confirm a time. After an hour waiting, I called back and was told Toya was waiting for UPS to return her call. A day later, and still receiving no call, I called again, but was not directed to Toya, but to Anthony, ext. 116, who listened to my recounting of my experience, and said UPS would be calling me to arrange for pickup--that I should do nothing but wait. I've now been waiting two days and there has been no further call from The House or UPS. When Anthony promised the call from UPS, I told him I would await the call, but would not be further contacting The House. I also said that if they did not pick up the package, a second credit card charge for the un-returned item would not be paid by the person who had the jacket sent to me. My suggestion that The House write off the cost and I donate the faulty jacket to charity was not responded to.
A "Dear Friend" letter in the original package extolled the company values of customer service and invited feedback via a prepaid reply card--which was, in fact, not included. The company failed me at virtually every step of the way. I would advise others to stay clear of this company"

"I have shopped here for several years. I have never been disappointed. The products are available and are shipped quickly and without defects. I will continue to order a lot more items. They TVmake it so easy to shop."

"I have ordered for The House several times and I am always pleased with everything. The prices of things are very reasonable, especially with the sales that seem to always be happening. Shipping isn't an outrageous price and the shipping is always as fast or faster than they say it will be. I did need to return an item once because it did not fit (my fault not The House's) and the return process was very simple and I received my reimbursement my quickly. I will not hesitate to order from The House again and I WILL recommend The House to my friends who don't already know about it."

"On August 26, 2014 I went online to order some school clothes for my son. I was contacted by "the house boardshop" and told that the address for my credit card did not match the billing address. I thought this was odd due to the fact that the credit card was mailed to my house, which is the billing address. I decided to use another credit card to order the clothes and told "the house boardshop" representative, who I think was Jessica, to cancel the order I already had and I would make another order. It is now 7 days later and my credit card company tells me that the order has not been cancelled. Also I provided a shipping address for the order. The clothes did not go to the shipping address. The clothes came to my address. I paid for expedited shipping so my son would get them sooner. So now, not only do I have to wait a total of 10 days to get my original order money back I am also out of more shipping money to get the clothes to my son. Do not shop at "the house boardshop" unless you have extra money and time to invest with dealing with them. I am sure there are more reputable business to get the same clothes at a better price. "

"Fantastic experience! Super helpful, knowledgeable staff!"

"Wow....where to start? I guess with the old saying 'If it sounds too good to be true, it probably is.' These people have nailed that saying!
I've been looking for a fat tire bike ever since riding one 2 years ago. The price has kept them in the 'fantasy toy' price range. My birthday was about a month ago, and I was trying to decide what to get myself. I was looking at XC skis at first, but then looked into fat tire bikes just to drool if nothing else. I found a few on a different site (kicking myself for not going with them now, and still might change my order to them - bikesdirect). I then found the Framed Minnesota 1.0 from them. It was priced at $799 when I ordered it a month ago today. The original ship date was Feb 18th. A few days past my birthday, but I was FINALLY going to have a winter bike!
The 18th came and the ship date was pushed back. The next 3 ship dates came and passed now. The 11th was the last one they missed. So I checked today, and the bike is now $100 cheaper than when I ordered it!! I've emailed them asking what they plan to do to fix this, and, honestly, I haven't given them enough time to reply. So, this issue may be fixed, but writing this review helps make sure I won't take my anger out on my coworkers. And, I've had luck with customer service actually doing something after writing reviews and calling companies out on their horrible practices.
So, thehouse, if you're reading this - I will change this review if you fix this issue!
Update 3/17:
I got the bike finally, and a $100 off the order! "

"Great experience with purchases, fast shipping and great prices. "