HAY Europe Reviews 236

Hay have NO interest in addressing customer issues - Do Not purchase any HAY products unless you accept there will be ZERO comeback on any concerns or complaints - appalling levels of contempt towards end users an absolute disgrace

Absolutely diabolical customer services. I have contacted this company on numerous occasions, through social media, via email but there is atoll no response. I've been contacting them about their extortionately priced coffee press, which is basically cracked after a handful of uses. The fact that they can't even be bothered to get back to their customers is clearly indicative of how little they think of us as consumers, and bank on this whole concept of quality design. I am beyond disappointed and will not be shopping here again. Luckily, I'm part of a much wider community where we test products, and I will be encouraging them not to shop here either. Disgraceful customer service, avoid.

I had a great experience shopping at the HAY design store.
I’ve always liked HAY’s aesthetic—especially their wide range of color variations. I explored many different design sofa brands, but most companies only offered basic color options and standard designs. The HAY Quilton sofa stood out to me with its beautiful design, comfortable feel, and rich color palette.

With the helpful advice of the staff at the HAY shop, I chose the Quilton sofa with a textile that perfectly suited my taste. It was a very satisfying purchase.

Unfortunately, after some time, the sofa started to sag. I reached out to HAY for support and advice. Their response was immediate—they quickly took action and provided me with a replacement. I was really impressed with their customer service.

I’ve always loved HAY’s design, but now I can confidently say I also deeply appreciate their customer support. It was a truly positive experience.

I purchased 2 down pillows with linen cases - not cheap! One pillow wore 4 separate holes within 2 years with very minimal use. The other is fine, so it seems like I got a lemon. Hay said there was nothing they could do because it's out of warranty. I would never trust the quality again, especially at this cost. Won't be buying Hay in the future.

We bought a Hay Terrazzo Table a little over 2 years ago. It started rusting under the powder coating because of an obvious defect. We reclaimed clearly through the retailer.

Hay's reply: Sorry, it can change under outdoor conditions and we only provide a 2 year legal warranty. Byeee!

Hay's website still says for the table:"Designed to withstand the outdoor environment, the table is suitable for all kinds of indoor and outdoor use" and that they provide a 10 year warranty for it.

We then complained through the European Consumer Centre (ECC) whom most companies believe. Hay said the exactly same thing to them. ECC told us: "It makes no doubt that no amicable solution will be here reachable given the lack of cooperation of Hay."

What a joke of a company! Now finding out how to complain to the judicial authorities in Denmark ... :)

I purchased several products, including cutlery from the collaboration with Muller van Severen and a Sowden coffee pot. Unfortunately, the cutlery’s color coating started peeling off, and the coffee pot’s sieve broke, making it impossible to brew coffee. I reached out via email to ask if it was possible to replace the sieve, as I really appreciate the design, but I never received a reply. Attempts to contact them through social media were also unsuccessful.

It’s disappointing to see a Danish design company set the bar so low when it comes to quality and customer service.

Nice desig. Unfortunately quality is shit, and so is customer service. I will never spend any money on furniture that don’t serve its purpose!

Hay was once really trendy because they have great design . The problem is the quality which is temu sheik level . If at least we could be sure its build with decent work conditions but I even doubt . Anyway at the end , nice design but most of the time, not always , bad quality .
Also I think I they should make effort on the picture . I ve the toaster which is super nice on pictures but when I receive it look so huge . Same happen to a friend . So I think pictures doesn’t give a good idea of what you buy . By the way , the toaster doesn’t toast uniformly. Really bad conception

Bought a Hay Arbour 3-seater sofa two years ago. After a year or so we discovered that the fabric had torn on the underside of the seat cushions. After several mails without answer and phonecalls where we were told they would send the case further, we got an e-mail saying it wasn't covered on the warranty. We have complained, but don't receive any answers.
I am so diaspointed as I thought they were a serious company...

Spent just over £100 on a kettle that has lasted a 2 person household less than a year. The lid has snapped clean off.

Obviously it’s out of the returns policy direct at the retailer so I tried to contact HAY - emails and social media messages have been completely ignored.

I also have a toaster similar to the other review posted here, and can only echo their exact complaints about its usability and quality.

Don’t bother buying - you’ll spend a fortune and clearly it’s not built to last and they don’t care about their customers.

Non-existent customer service. Expensive but poor quality. I have sent a message to the main customer service email address with a simple question about one of their products. On Facebook, Instagram etc.. No one ever answers. Can't even find out basic information about their products. Terrible company.

We bought the Palissade garden set (table & 6 chairs) via their website that said “0-2 weeks delivery time”. After 2 weeks we still didn’t hear from them so we reached out. Apparently the delivery time was already 8 weeks! When asked how they would compensate, they said they couldn’t do anything. After 8 weeks, we still didn’t receive anything. Eventually it took 10 weeks (!!) before we received it. Their compensation? A tiny tube of paint to repair the set if anything was wrong.. HORRIBLE customer service!

I ordered an expensive shower curtain to my home address, it was delivered instead to a post office for pick up and I was out of town, my roommate could not pick it up. I message them saying can they reroute it or do something because we cannot pick it up. they tell us to get a power of attorney to do it. like thats normal. time goes by nothing happens I file a claim on paypal and they message me back saying the item has been picked up and they are going to send their lawyer on me if i dont close the paypal case. I am still out of the country so that insanity, no one with my ID has picked it up and it was never delivered to my address. still dealing with it right now... i can honestly say i will NEVER buy from HAY berlin again

A fabulously designed piece of plastic that will improve the look of any countertop, however which performs its primary function exceptionally badly.
It seems to have been designed by someone who has never seen a piece of toast, let alone tried to toast two normal slices of bread together. Our toast is nearly always partially done as it doesn’t fit in the slot (it’s normal supermarket bread), or burned because there is zero sense to the timer dial/heat strength single knob (looks great having a single knob though…. You get the idea).
You’d think it perhaps therefore be more suited to the type of “artisan” bread eg sourdough our local deli sells… not so, the slot is super thin and it’s cheaply made inside so things easily get stuck. It’s basically not really for toasting, more if you have an Airbnb you’re trying to market.
I thought Scandinavian design was meant to be functional?

This is my first and last time purchasing from this brand. I recently acquired a portable PC lamp with a charming mushroom shape. However, the lamp itself feels cheap, made from ABS plastic without any premium features like rubberization.

But that's not the sole reason for my 1-star rating. My primary concern lies in the manual's instruction regarding the lamp's battery. It states that the battery must be removed at the end of its lifecycle before disposing of the lamp.

Firstly, why design a lamp intended for disposal? A lamp worth over £100 ending up in the garbage? Who is behind these design decisions?

Furthermore, the manual directs users to the website for instructions on removing the battery, emphasizing that the battery cannot be discarded in a landfill. However, none of this crucial information is available online. Even when I reached out to customer service, my inquiry was completely ignored.

Their lack of transparency reflects poorly on their ethics. This product isn't designed with the environment in mind; quite the opposite.

My review is meant to talk about the quality of the product purchased and not the sales service.
I have been buying Hay products for years because I have always appreciated their design.
My bad experience refers to the TWO-COLOR TABLE (designed by Muller Van Severen studio), which I bought as soon as it was announced.
Despite its beautiful industrial look, it is such a delicate product that it is impossible to use: it gets scratched just by looking at it; just by placing a macbook on it causes the creation of marks (which are impossible to remove) under the four rubber feet; if you eat on it, the normal heat of the food, warming the plate, indelibly marks the surface of the table with the weft of the tablecloth; same thing with the humidity of a bottle of water or wine: the texture of the tablecloth marks the surface.
When I reported the problem to the retailer, he forwarded my report to Hay and they only replied that I had cleaned the table with unsuitable products, which never happened.
The retailer took it upon himself to replace the product for me. Unfortunately, despite my best efforts (I even made a raised mat for the MacBook) the surface of the table top was ruined again with weave marks from the tablecloth, making the product look sloppy. A real sadness. As sad was the support from the company.
I think that after this experience, I will not buy any more Hay products.

I ordered one of their LED tubes over a month ago - their site initially said the item was in stock and set to ship on time so I went ahead and bought it. Over a month later, they tell me it's now on backorder and won't even ship till next month. They didn't even offer a refund for lying about the stock or ship date. I wouldn't have purchased if I would have known. Just awful.

I have the Sowden kettle and I see another review listing all of the same problems I have;
1) It's a bit underpowered at 1500W and pretty slow to boil. A bare minimum as kettles go.
2) When pouring, water can easily overflow under the lid and scald you.
3) The button for the lid barely works so you have to use two hands to open it.
4) It doesn't automatically click off when you lift it from the base. Utterly pathetic.
5) For such an expensive kettle, the plastic is a very cheap quality. Toys are made from higher quality plastic. It is hard to keep clean and worst of all, the base has begun to fade after a year of ownership. I could forgive this if it were beside a south facing window, but it's 1.5m from a North facing window!
6) Overall, a good looking kettle, but I would expect better quality from a €20 kettle, never mind the €120 it cost.

Absolutely useless.

*DO NOT BUY*

I’ve followed Hay links to Contact us with Messenger, email and also telephoned and have never received a response.

June 2023, I ordered 3 x Royal Blue Dot Cushions. It’s now Oct and I’m still waiting and the delivery estimate just keeps being pushed back.
(Update- I wait over 10months for these and HAY do not communicate at all with myself or the store- HEALS )

Around the same time I ordered a Mags Low Combi 4 sofas which was delivered within weeks.
Then another Mags sofa which again was delivered very quickly.
*Update, sofas have been returned due to independent inspection stating excess fabric used & manufacturing issues*
Nov 2025- Still trying to get HAY to accept responsibility and refund the store we purchased through which is a HAY approved supplier *

I simply cannot understand why such a small order consisting of 3 cushions listed on many retailers website is proving so difficult for Hay to fulfil.

Customer support is non existent and I will certainly avoid HAY for future purchases as Customer Support is appalling.

This TRUSTPILOT review was submitted Oct 2023,however, took HAY until 21st Nov 2025 to respond through TRUSTPILOT stating they think I may have reviewed the wrong company!
That’s it…

Potential buyers beware as this is the level of service to expect.

We purchased the Pier Storage System in February 2023 on preorder for expect June 2023 delivery and did not receive all components needed for assembly when delivered in July 2023. While we can totally understand shipping delays, it should be notified. Coordinating delivery was a nightmare -their delivery agent and support team are definitely not on the same page. We had to ask where about shipment was when once weeks passed the expected delivery date without any contact or notice of delay.

It is now October 2023 and we have yet to receive the missing parts. When we contacted the customer support team in July to get the needed parts, we were accidentally refunded a portion of our purchase without any notification or receipt. One month later we were contacted by their operations/finance team stating that until we paid them back for THEIR mistake, they were holding our replacement pieces.

Also terrible communications via phone and email, we played phone-tag for weeks just to get answers or transferred to the same person who was unavailable when we called. I waited weeks between responses via email without any updates and the reps did not take accountability for any mistakes on their part. Very disappointing customer experience and their team does below the bare minimum to communicate clearly what is going on with orders. Adding small pleasantries at the end of emails does not equate to good customer service. Stand by your products, get on the same page with manufacturers so orders are sent whole and re-train customer service staff to actually provide answers and not repeat the same thing or backtrack on what they provided initially.

It is POOR business practice to expect customers to literally pay for mistakes that were not of their doing and we absolutely regret purchasing here. We paid for home assembly and still have boxes of parts laying around for MONTHS because we can't assemble the unit without the missing pieces.

You can find similar pieces at other places for a fraction of the price and not expect to have to wait 8+ months to receive it.