Oak furnitureland UKReviews 378

We are pensioners and have moved to a retirement property. We ordered a large dresser which is fine but the delivery process was horrendous. The date was fine and they gave us a time slot and duly arrived however they informed us they could place said dresser in lounge. But do nothing more! The packaging was horrendous - lots of the dreaded polystyrene and masses of cardboard and plastic! They told us that they could not the packaging away not help in moving into place and weighed 40 kilos then left as they had many more deliveries!
We live in a retirement Flat with no family nearby so we had to set too and remove all packaging which took about two hours and now we have the onerous task of disposal of said materials! Fortunately we have a car but it will mean trips to the tip
There is a bruise on the side but the paper work states they will only replace if the packaging remains in tact! How do you remove very heavy items without cutting up the cardboard etc! We then had the horrendous task of moving it into place which meant we had to lift the top of a heavy solid wood dresser on top of the base cupboard! My husband has recently had pneumonia and has a broken bone in his hand - I myself have had a knee replacement and arthritis!.
I now know why we buy stuff from John Lewis - excellent delivery service - they remove all packaging and take it away with them as well putting items in place.
The dresser looks lovely and we hope it lasts but we will think twice before buying from this firm again unless they change their deliver policy!

Carol and Gerald Parker, wembley

Ordered a bed, drawers, bookcase and 6 seater table in June 17 for over 2k total. Computer at the till in the shop stopped working at the end of the order and was told to come back and try buying again in an hour. It then took 7 weeks for delivery of the furniture only to then find that the table (which cost 900 pounds) was broken. The box had been clearly stomped on and gaffa taped up over the damage. After complaining immediately, had to send photographic proof of the damage and to then take another day off work for delivery of a replacement table a week later. Which was the earliest they could deliver, only to find the legs on the replacement table had damaged screw threads so could not fit the legs. Complained again immediately and am told now i would have to wait potentially weeks for a technician with specialist equipment to come and fix the screw threads and again this would have to be on weekdays. The 'good' news is that they tell me i can continue using the table with no legs until the technician can visit.

Where is the quality control?

Awful service from a well established British company

I'm currently waiting for a third delivery of a wardrobe, the first two had huge cracks in them. I also sent photo's of a set of drawers that have a clear fault in the expansion joint which is twisted, apparently this is not a fault even though it looks ridiculous. If it looked like this in the show room would I have bought it? NO.

The individuals that I have spoken with in customer services have been anything but helpful. It is like they read from a script, they take no responsibility for any defects.

I told them that as the set was missing a wardrobe and had faulty drawers I was happy to return all items and get a refund, their response was that I bought the 'matching furniture' as individual items so I would need to pay a collection fee for the items not deemed faulty, including the faulty drawers. Not sure how it can be escalated further but never again would I buy from this store.

Paid £560 for a bed.
When it arrived it wouldn't go together due to parts being missing.
Contacted customer services Friday, but had to wait till wait Monday for parts that be sent out.
Didn't arrive Tuesday.
Didn't arrive Wednesday.
More parts sent out Thursday.
Arrived Friday but incorrect parts sent.
More parts sent.
Arrived Saturday after having to sleep 8 nights on the floor.
Tried to put bed together but due to poor construction the brackets don't line up as the holes have been drilled in the wrong place.

Absolute crap product!

We were told by the salesman that they will put the furniture anywhere you want them to. They came in and just went to plonk it in the passage and leave I said to them could you put it in the bedroom please they went it's not our place to. They could see my husband wasn't a fit healthy young man.He's in his late 70s and has Parkinson's and Dementia I explained this and the taller man went were take it to what room you want and take it out the packaging which they said that don't normally do.We were told by the salesman they do. Anyway we gave them a heavy tip to then come out to our front garden just to see all the packaging covering nearly the whole front garden we asked if they could take the rubbish as we had no way of removing it ourselves straight away it was no it's not down to us so it would be very helpful if Oakland staff were told to let all there customers know that they don't put furniture where you want or remove packaging or take packaging or at least offer a choice to the customer to have the option to pay towards taking away the rubbish.

Paid for a delivery slot specifically so we could arrange unpacking and help with any heavy weight. Son decorated, moved furniture etc. I arranged my day to be there to take delivery for him. He arranged for removal of packing. No communication on day of delivery, so I phoned. OFL had neglected to schedule delivery, and would not deliver the next day. After a heated conversation the young man condescended to refund the delivery charge, but I wanted to cancel order. Another person spoke to me, much more amenable (did not want to loose the sale!) so it was rescheduled. I had to rearrange my day again.
Furniture arrived, told I had just 24hrs to check. Looking at the amount of packing, and as we not longer had the transport to dispose of it, OFL extended the time. When unpacking, it was found some of the furniture was damaged. I rang OFL next morning, but they 'do not do' customer services at weekends. I tried to send pictures on their web site, but it did not recognise my order number. Rang on Monday morning, they sent email for return of photos.
Web site says needs photos of damage, also sticker, but if sticker cannot be found a front & back photo of furniture will do.
No return call monday, no return call tuesday, so I rang Tues late afternoon. They said they can't do anything without sticker (yet web page says otherwise) Were they ever going to get in touch to tell me? Sticker found on a different piece to that which was damaged. Someone was going to ring first thing Weds morning, but they did not, I had to ring them, OK they will replace, but too late for a Friday delivery. Now had they been in touch regarding the sticker on Monday or Tues morning we may have had a Friday delivery. This has been three weekends in which the wardrobes cannot be fixed in place. Most of the customer service team don't give a... My son is in chaos waiting, with furniture he can't use, in the middle of his small flat.
OFL wants your money in advance. Once they have your money they don't give a s...

If my experience was based on just one bad experience concerning one delivery then fair enough but I have had nothing but problems with this company regarding most of the items on my order there incompetence at times has been embarrassing I have had to resort to being part refunded due to the 2nd replacement sofas being delivered with more damage than the pair they replaced!

It is fair to say based on my own personal experience I would not consider buying another single item from Oakfurniture land.

Update (06/05)
So I rang to arrange collection of the two damaged sofas for refund and I was informed that there will be a 30% charge applied against the footstool as that item was not reported faulty. This is a complete joke the amount of inconvenience this company have caused me with the time taken off work and still now they show little care to make things right. Despite speaking to her manager twice about the issues we had they were still not prepared to waive the fee. I spent close to £4000 with this company and I have had nothing but issues down to there incompetences. I have put a hold on the collection whist I seek legal advice.

I'd warn any potential customer to steer well clear of this monkey outfit.

I have just had occasion to get in touch with them due to the fact that I purchased a
TV corner unit and within ten weeks a piece of wood broke away from the area where the DVD player goes.
I took three pictures as requested one of the identification label, one of the damage area with a rule at the side of damaged area to show size of damage and one of unit so they could asses where
The damage was on the unit.
The following day I had a phone call off a lady (C. Biggs) saying that she along with her Manager (M. Berry) had reviewed the pictures and they said it was deemed not to be a manufacturing fault so I should make a claim under the protection policy that I had taken out at extra cost.
I stated that I have viewed the damaged area with a magnifying glass and could see that filler had been used and thats what had fallen out. After a lot of negative attitude off C. Biggs I said that if they were to send someone out to inspect the product they would see the residues filler to which C. Biggs said she was not prepared to send anybody to look at the item. At which point I said I would talk to citizens advice the call ended.
The following day I had a call off (M. Berry) and he said he would now send someone to look at the unit. He then said in a very aloof manner I will tell you that on inspection we find that it is not a manufacturing fault then we will not support any repairs. I said if that was all I had asked.
These two people showed a very dictatorial condescending attitude almost to the point that if they changed their minds it may show weakness. It was a manufacturing fault and not damage that we had caused and because I stood my ground I was made to feel I was in the wrong.
All in all a most unprofessional experience a small amount of customer service by offering to send someone to look at the problem would have solved the issue.
On this performance I could not in any circumstances recommend Oak furnitureland to anybody in fact I would guide them away not because of product quality but because of lack of good customer services.

If you really want to know how bad they are go to moneysavingexpert.com
I had a very young just out of school sounding Miss King who phoned me about my complaint, she was rude and aggressive and I feel playing to an audience! It went like this...
I have just spent approx. £800.00 with this company and all I can say is buyer beware!
Customer services are a very unpleasant place to be if something is wrong with the item or Item's you have purchased.

I purchased three items from Oak Furniture Land and was assured it was of the best quality and hand crafted and heavily discounted! This description I found out was their loop-hole for customer services to put the phone down on you!

E.g. If you complain that the item is badly put together THE REPLY IS HAND CRAFTED WHAT DO YOU EXPECT!
If you say the wood shelf is not central or not resting on the horizontal supports correctly! HAND CRAFTED AND RUSTIC AS IN THE TITLE OF THE FURNITURE WHAT DO YOU EXPECT
But the one in your showroom was perfect? I THINK YOU SHOULD SEND PICTURES OF YOUR PROBLEM. NO THAT LOOKS FINE ITS HAND CRAFTED. Silly me of cause it is!

I know! I will send an email to the MD with photos. Phone call that very afternoon THE MD AND MYSELF (Personal Assistant Miss King so she says) who told me she checks all emails going to the MD and not to send him anymore, because she checks all his mail! AND WE BOTH THINK THE CONSUL TABLE YOU HAVE PURCHASED IS FINE AND THAT IS THE END OF THIS MATTER... But the shelf is 6mm shy of the legs on one side but touching on the other! IF WE SENT A REPLACEMENT WE COULD NOT GUARANTEE IT WOULD BE BETTER THAN THE ONE YOU HAVE!

With that sentence I was cut off.

Well that just about sums up my dealings with Jason Bannister's new empire OakFurnitureLand only to say buyer beware...
To return the item's within 7 Days will cost you £50.00 per item if they say the item is fine via email or phone that's it.
On looking at the very high volume of complaints about this company, I wish I had checked the internet first before purchasing

MB-R

From choosing our bedroom furniture with the sales team, too the delivery men, after sales communication as been excellent, everything done to detail would highly recommend oak furniture land to anyone I'm extremely pleased with my purchase. I liked the fact that I could choose when I wanted dilivery and was not quite ready so made a another date wich was no problem at all, the delivery men was promt arrived when they said they would so no unessary waiting around and was very helpfull.

Quite literally - it doesn't get any worse than Oak Furniture Land for appalling customer service.

When placing your order in store or via their website, the small print states that you are subject to a fine if you miss the initial delivery or wish to return an item. This (according to them) overrules the distance selling act and the fine will be removed from a refund if you wish to cancel your order the day before delivery or after the product has been delivered.

In our case, the fine was £40 for a £120 set of nested tables. Looking at the 17 pages of complaints about them on the moneysavingexpert.com forum shows this is less than the £50 some people have been charged for larger pieces of furniture or £150 for a table and chairs.

Their approach to this fine is callous and unsympathetic, with absolutely no ability to sway them according to your circumstance. In our case, we had a 6 day old baby and they were telling us the delivery would be at 7am. When I said this may mean we were too tired to miss the knock on the door, I was told it was company policy not to offer an option. After two frustrating and stressful phone calls with the delivery team, a manager overruled this decision and offered a PM delivery a week later.

I emailed the MD to advise their delivery policy should be amended for the benefit of good customer service, however 2 days before the new delivery slot, the MD's personal spokesperson phoned me to say the delivery had been cancelled and any ability to confirm an afternoon delivery was "not going to happen".

Terrible, appalling, awful customer service.