PoshHaus — Local services in Keene

On my first trip to Posh Haus, I found the store very accommodating. Rob was friendly, helpful, and genuinely interested in showing me products while I was in the process of building my house. I appreciated that first impression.

Unfortunately, my experience after making a purchase told a very different story. About 45 days ago, I purchased a tub and tub filler from Rob. We had a long conversation about my project, and I chose to buy from this store specifically because of how helpful they seemed.

The tub filler was given to me in a slightly beat-up cardboard box. Rob told me he had checked it to make sure all the parts were included, so I trusted that and loaded it into my vehicle. Fast forward to this week: my plumber went to install the unit and discovered a key part was missing. The Styrofoam insert for that piece was clearly empty.

When I informed Rob, he insisted he had verified everything was in the box. Instead of taking responsibility, he told me I could purchase the missing part from him for $100 (he said the part normally costs $150). I was shocked—why should I pay again for something I had already purchased? But since I needed the part, I had no choice.

The back-and-forth continued: first, Rob said I could return it for store credit if I happened to “find it.” Then he added another and offered $100 off only if I made an additional $300 purchase in his store.

Buyer beware: if you purchase anything here—especially a floor model—open the box and take pictures before leaving. My concern now is whether the soaking tub I purchased will have its own issues down the line.

Posh Haus gives the impression of being a specialty store, but their prices are no better than large box retailers, and if there’s an issue, responsibility is denied. The quality is nothing unique—it can be found anywhere. What you’re really paying for here is just a niche name, not better service. They also don't return phone calls and only contact via text message. If you leave a message and they don't like what you have to say, they never return a call. I will NEVER do business here again. I will also tell anyone who asks me questions about my tub or tub filler about this whole experience and beg them NOT to go here. If a customer expresses concern or requests something (such a courtesy) the customer is deemed to be wrong, stupid, or unreasonable. Whatever happened to common courtesy and...

The experience I had with PoshHaus absolutely blew me away! I was trying to track down some hard to find flooring to finish a house I had just bought and came across their website. Not only did they have it, but they had taken the time to actually list the price so that I didn’t have to go through the rigmarole of “requesting a quote”. Plus, living in central Maine it was a huge bonus that they were right over in New Hampshire!

Within a few minutes of placing my order online, Rob called me to make sure I had ordered enough and walked me through the timeline of when to expect delivery, noting that once they had received the freight delivery from the supplier that he would personally drive it over himself to my home! That call went so great that by the time I got off the phone it felt like chatting with a friend.

Over the next week or two Rob would text me and give me updates, share the tracking info he was getting, etc. Once PoshHaus had the pallet of flooring in hand, he loaded it up in his truck and took the 4 hour drive (!!!!!!) over to me for delivery.

I mean, you can’t get better customer service. Period. Product was perfect, I learned so much about the flooring just chatting with Rob, and you better believe the next time I need to place another large order as I renovate my house I’m going to check out...

This company has had some of the worst customer care I have ever experienced. I needed to order a part so I called, gave them my credit card information, and after weeks did not receive anything, so called them back and they never processed my payment or placed my order.

Second time, definitely frustrated, I placed the order again, and noted the charge to my card to make sure that the payment was processed. The payment processed just fine, and my order was going to take a bit to get to the shipping distribution, which was fine, I just asked that they let me know what the status was going to be on that.

No one answered in shipping so they said they'd call me later to follow up. They did call me, but only to notify me that they hadn't gotten any information on the shipment of my order, and I never heard back from them after that.

Three weeks pass and I call them back to find out where my part is for my toilet that was not working for a month and a half partly due to their negligence. They see that they refunded my order, without giving me any notification of it happening, and without any notes as to what was going on.

After all that, I'm left having to go elsewhere for the product I was in search of.

They probably do great with straight forward orders, but in my case...