Oak furnitureland UKReviews 378

Can't even get what u ordered sent the total opposite of what we ordered then cancelled the order so we didn't any so-called good will shocking service

I ordered two chest of drawers and two wardrobes.

The quality of the furniture is appalling. One of the wardrobe doors fell off, the 1st replacement had a scratch and the final one had a broken hanging pole. All had flaking paint and loose screws. Eventually I agreed to take another range (which to be fair was better).

But my main complaint is the customer service:

1. Refusing to take faulty items back when it is clear during delivery they aren't useable
2. Long waits on the phone lines and dropped calls
3. Call centre is noisy to extent cant hear my own customer service advisor over the others (and could hear details of other peoples complaints)
4. Promised to quality check before items dispatched but cant be the case as faulty goods delivered.
5. Protracted system of resolving issues taking hours of my time and requirement for real time photos.
6. Flow on phones means you have to repeat your story and security every time you get transferred.
7. When I raised concerns via complaints process they told me they couldn't communicate the outcome of the complaint (which was raising concern about safety of one of their lines)
8. Waited for delivery of final wardrobe to be told only part of it would be delivered about 4 hours before the delivery was due. Sent multiple confusing texts and emails telling me that it was great I could book my delivery online.

I have wasted days of time waiting for 7 delivery and collections for 4 items of furniture and making around 6 calls to customer services of around an hour each time. There was little apology or acknowledgement of the inconvenience. Some staff told me they are laden down with complaints and returns.

The business cannot surely continue to operate in this way. Their model is not fit for purpose and I would say the business is at serious risk as a result. I would avoid at all costs.

Awful experience all round
Terrible service and after care bought two sofas in January delivered in April one was broken so have had four attempts to replace each time they deliver the wrong colour sofa so doesn't match the other one the last time they delivered two new sofas they come in two halves so four halves in total three were matching one was a different colour they said just take one of the original halves from the original order and put it with the new ones even though the original are now nearly six months old. Terrible customer service on the phone called a liar by one of the managers have now cancelled whole order and gone elsewhere do yourself a favour and never shop here

Purchased a chest of drawers that was poorly built with a clear fault on the top of it, was promised by the salesman at the Ayr store that there would a no quibble returns policy if we had any issues but this couldn't have been further from truth, when they finally agreed to uplift the item they said it would take 12 days for uplift to take place which was only two less than it took to import and deliver the item in the first place, manage to get that down to 3 days and here I am on day three at over an hour past the uplift window still waiting and the manager wouldn't budge on processing my refund until the item was uplifted even although they had failed to uplift it when they said they would, should be called joke furniture land, if you are thinking of using this company my advice is don't

Waited 7 months for my sofa to arrive and when it did, they only delivered half of it, then to be told the other half will be delivered in October! Absolute joke of company. Please do not buy from these clowns

Coffee table top cracked a little over 1 year from delivery…. Customer services want nothing to do with it saying it's "out of warranty"

Bedroom chest of drawers top cracked similar to the coffee table after only 7 months. Case raised…. Send photos n they will 1) offer you a partial rebate if you keep the damaged piece or 2) possibly replace?

After sales service reps are rude and try to blame and accuse customers of neglect of the furniture.

End of the day it's mass produced in Malaysia and is not quality English oak. The furniture is produced, packaged and shipped from overseas…. It could be packaged for months before the customer receives it, giving ample time for the product to dry out and start the cracking process!?

Not impressed with their service at all…. Quick to take your money, but now we have a 1 year old coffee table fit for FIREWOOD!

Don't usually do reviews but I feel the need to this time, the service that I have received from Oak furniture land has been nothing short of disgusting. We placed an order for a leather corner sofa and matching reclining chair totalling almost £4000. After waiting for 4 months for it to be delivered they showed up with the five seater leather sofa with one of the reclining end pieces made out of fabric (Joke 1). Initially told it would be another four months before they could supply the correct leather end piece but after some debate we were told that it would be with us within a week. So the following week we left our neighbour a key (couldn't take more time off work) we arrived home to discover that they had supplied and fitted a chestnut brown end piece on to our light grey leather suite (Joke 2). We phoned again totally bemused and were told that yet again it would be another four months before they could supply the correct leather end piece. They absolutely couldn't care less on the phone either, acting like it was just a regular small type error and putting zero effort into trying to resolve the issue or help us in anyway... Well sorry but when I spend £4k, I expect a certain level of customer support and service, this lot simply don't care... They have now been informed that they can come back and collect the lot and refund us, we shall take our custom elsewhere. Absolutely appalled to say the least.

Do not deal with this company. I paid for a corner settee in December 21. After one cancelled delivery it was due today, 1st June. However, they delivered half a settee and they do not know where the other half is. I am having people around tomorrow for the Jubilee celebrations and no settee to sit on. Customer Services is useless. No decision maker in the company. Asked if they could supply something to sit on. No, they can't do that. Really poor Customer Service. Computer says no so I can't do anything. Arghhhhhhhhhhhhhhh

Dining set finally arrived after 6 month wait. Two chairs damaged. Four weeks later two new chairs delivered, also damaged and not returned. Two weeks later two new chairs delivered which had been quality checked in Manchester. Chairs arrived and one was cracked! Returned again. Fourth set also arrived damaged. They offered £140 refund for me to keep damaged chairs. Absolute joke, will never set foot in store again!

I purchased this Finley sofa, it was expensive but I thought of quality. I am so disappointed with this purchase, it has worn terribly, the leather is cracking and fading and the stuffing in the seats have really sunk, i expected better for this kind of price!

I had to wait 6 months for my bed to arrive. Bought one and paid full price in the end of November 2021. It's arrived couple of days ago. Nightmare! I will never buy anything from them.

Purchased a two seater recliner sofa. Paid extra for delivery to room. Packaging to big to get into house. Dumped outside. Had to phone family for help. After a couple of months noticed upholstery collapsing, tipping you sideways. Sent homeserve out to inspect, no help at all, same as Oaks customer service. Rubbish company, rubbish furniture. Would never buy from them again. Hence no stars.

Order promised to be delivered on three occasions, then suddenly been discontinued, would never use them again.

Ordered brown leather sofa october 21 this arrived month ago, only the corner piece is grey, still waiting please read all reviews before purchasing for this company absolutely shambolic! Customer services take about hour to get through

I wish I had taken my own advice! Ordered 2 couches August 2021 told delivery January 2022. Ok we accepted that paid up front and waited.
Delivery 26th January! The men came we had cleared the other furniture out they checked the access and everything. Then started to unload! 1st couch looks like it had been dropped from a great height so we refused delivery. Spoke to "Customer Services "tried to make us accept it said no we wanted a perfect couch. Eventually they said ok new date 15th Feb only brought 1 couch! Said they thought we had the other 1! Week later we had another delivery but still waiting for technicians to fix 3 damaged feet and scuff on corner of fabric! Never again you can't get through to them and customer service is abysmal!

Absolutely shocking customer services. Please be aware that if something is faulty you are Hung out to dry and left to Sort it out yourself as all the shop will tell you to go on line and do this for yourself ‍ Will never put foot in there shops again.
I Don't blame the girls on the phone when you phone them as they are only telling you what they are told to say.

30, 03, 2021 I purchased a Palermo brown leather 3+2 sofas from oak furnitureland it was delivered 15, 4, 2021 all good. About 10 month of use noticed colour peeling of on all seat. So on the 2, 3, 2022 I called customer service 40mins on hold but when I got through they delt with my complaint and on 6, 3, 2022 a man from homeserve came out. He did a scratch test on the back of sofa and said not a manufacturing fault and ask me if I agreed I said no I do not then he left. I did not hear back from oak furnitureland like they said I would so on the 17, 3, 2022 I called them. From 10am to 12:20am 2:30mins on hold before someone delt with my complaint just to tell it is not there fault according to homeserve report it's wear and tear and that's it. I have asked for a second opinion but not getting my hopes up. A leather sofa can last you a life time if you look after it like we do cheaning and moisturizer it. Plus why do a scratch test on back of sofa and not seats near where the damage is. Also wear and tear if it was 1, 2, 3 month would it be wear and tear maybe I don't now. It cost me over £1800 for these sofas what a waste of money. Buy different sofa from elsewhere but not oak furnitureland.

So after being told in December we could take delivery of our order end of January. Two days before that delivery we was then informed Delivery would now be April. They have just turned up with only half of the suite. They are now saying over another month for the remaining half. The total amount was paid at the time of order we are requesting a refund or and alternate that's in stock we can't get an answer.
Absolute Joke!
AVOID, AVOID, AVOID!

I have never experience such poor service in my life ordered 6 items waited over 7 months for them to be delivered, was never contacted to explain or inform me what the delay was. Finally arrived one chair was damaged and there was no table top. Emails have remained unanswered, you never can get through by phone. After wasting over an hour on the phone and totally disgusted with the service I have cancelled my order and have asked for the items that have been delivered to be collected as they cannot tell me when my items will be delivered. Got to wait to the end of the month for them to be collected ( I was informed there would be no charge which did make me laugh)
I now have to look for other furniture elsewhere, Oak Furniture Land evidently do not value customers and show a good customer experience. Therefore I will take my £3000. 00 and buy elsewhere