Name: Oak Furniture Land
Address: DC2 Viscount Way, Swindon
Rating: 3.82

“Bought two reclining sofas 2 years ago happy with them until the one chairs foam started to lose its shape and not reform. Having taken out additional insurance which states we are covered for " Loss of resilience to foam and fibre interiors." I asked for the cushions to be replaced so the sent out an inspector who reported that it was fair wear and tear. I complained and they sent another inspector out (Mechanical Breakdown & General Insurance Services Ltd ) who told me that the foam had failed and he would report that and we would be contacted on how a repair would be carried out. He also mentioned in the report that I was of middle built stature. After a few weeks I emailed again and was told claim refused as it was fair ware and tear .. I have asked where to go from there and waiting for a reply. Got to ask...What is the definition of fair wear and tear on a sofa. We sit on it for 3 hours on evening and I`m middle built stature. Surely that`s a low average. We have no kids to jump on it and no pets. Our insurance is for 5 years ...should the sofa last that long before the foam fails ? Claim Reference: 410622”

Oak Furniture Land 1 star review on 7th February 2024

Helpful Report

Posted 1 year ago

“A member of staff greeted us and asked if we were looking for anything in particular. We told her sofas and coffee tables. Fine. She showed us an online catologue of coffee tables. Which we had already seen at home. We then said we would like to browse the store. The assistant followed on our heels around the store. Whenever we stopped to discuss an item she very rudely butted in on our conversation with her opinion. When we finally decided to think about the items needed the assistant quoted What is there to think about you must know what you want.!, We were so insulted and intimidated by the pressure to purchase.that we would never go into the Tunbridge Wells store again. If the staff are trained to do this then I feel that more customers will walk away.”

Helpful Report

Posted 1 year ago

“Don't buy if you live in northern ireland. Cause they won't deliver to you. Worst company I've ever dealt with. They were good enough to take my money.After waiting weeks for my furniture it was cancelled twice Cause of my address. Got a full refund. Not a happy customer.”

Helpful Report

Posted 1 year ago

“Visited the store in Uddingston and ordered 2 bookcases at nearly a thousand pounds and paid nearly an extra hundred for delivery into the room and take packaging away. My wife returned to the store the next day and ordered six dining room chairs and over a thousand pounds and again paid the extra for delivery, unpackaging etc. Same salesman said he would put it on the same order and so they would be delivered together. Result thinks I! think again - 3 guys pitched up in a van that looks as though it had come off the scrap heap but no chairs on board! They unwrapped the bookcases outside and then carried into the study and proceeded to put the handles onto the doors. As they were about to leave, I had a good look at everything before signing off only to find a handle not screwed in properly. Why do we pay these goons to do such a poor job. The fault sadly lies with the salesman who had not put both items on the delivery sheet due to a computer issue and he forgot to go back to it. No apologies and now waiting for the second delivery of chairs - I can hardly wait. I won't be buying from this organisation again. They really need to look at their service including obviously the sub contractors who deliver with unmarked vans!”

Helpful Report

Posted 1 year ago

“unfortunately the customer service is very poor. also the quality of service is not really efficient. i hope i never ordered anything to them.”

Helpful Report

Posted 1 year ago

“I bought a mirror which took 2 weeks to deliver, when it arrived my husband was working away so I had to wait for him to return to put the mirror up which was 2 weeks after delivery, the mirror is to heavy for the wall, so I tried to return it and explained but they said they couldn't cause I had 7 days to return it, which wasn't long enough. Now I am stuck with a mirror I don't want.”

Helpful Report

Posted 1 year ago

“Can you imagine spending Christmas on the floor? If no then order sofas from Oak furniture. My sofas supposed to be delivered today but instead I get a text this will be possible after Christmas. Oak furniture, you ruined my Christmas. Never ever again. 😡😡😡”

Helpful Report

Posted 1 year ago

“The sofa is 3yrs 6mth it looks well passed its years colour is peeling on the area at the armrest cushions are failing and collapsed at the middle the insurance is worthless told us wear and tear 2 people live here so wear and tear is not a viable reason for the way this sofa is looking I have bought a few items from oak furniture land and I will never purchase another thing the quality and service is not acceptable”

Helpful Report

Posted 1 year ago

“My partner and I order 2 Evie sofas which eventually arrived after 2 cancelled delivery dates , 4 months down the arm on one has a but completely broken off ( so much for there non wobbly non creaking solid made by professional carpenters with a life time frame guarantee ) went in to the store to make a complaint , salesman sent email , since then now 4 weeks later a 5 phone calls we are still waiting for an appointment for a engineer to come and have a look at it . The arm is getting worse every day at this rate it will be unrepairable by the time they get here ! Very bad after service so far .”

Helpful Report

Posted 1 year ago

“Cancelled delivery twice with no explanation. Extremely poor service. Avoid at all costs.still waiting along with many others , read the reviews and look on the social media pages. Shocking!”

Helpful Report

Posted 1 year ago

“Had the soffas deliverd yesterday, took the glass out of the window to make deliver easier, save them coming through a narow hallway. The rang me @8.05am saying they where ouside my house ! only to find out they where 4 miles away at the wrong address !!! then they decided to put my postcode in there satnav to bring them to my address(my poste code was down on the delivery address) 40 miunits later they turned up only to say you sould be glad it's us that delivering your sofa and not the other team as they would leave my soffa on the street ! I told them that i have paid £49.99 for the room of choice Delivery, its not down on my paper work he replied rudely !! makes me wonder if they were after a tip or expecting me to hand him extra £49.99 for there effort ! Reported them to the store only to finde out im no the only one to complain about this sort of activity carried out by the Delivery team !!”

Helpful Report

Posted 1 year ago

“Delivered a faulty sofa twice - both times it was poorly packaged and damaged in transit on top of having manufacturing faults. It was clearly a faulty line of sofas which they were aware of - the delivery guys said this was a known issue but OFL keep on pushing out the sofas anyway hoping people will keep them and just opt in for someone to come in and repair them, pretending not to know about the issue. Their customer service start off very polite and become very unfriendly super quick when you refuse to accept someone coming round in 5 weeks time to upholster what is clearly a faulty, low quality item that you've paid full price for. Truly poor quality products and poor customer service. This farce has been going on for 3 weeks now and no closer to a resolution. I'd advise staying away from this retailer”

Helpful Report

Posted 1 year ago

“Bomarded by a salesman as soon as we walked in! Asked to be left alone just to look around. He couldn’t leave us alone and kept following us and trying to talk and sell! We again asked to be left alone but he still found us and tried to engage with us. We left the store and would never buy from this company.”

Helpful Report

Posted 1 year ago

“Apalling company, appalling customer service. My elderly grandmother waited 3 months for her sofa to be delivered following moving back to the UK, relying solely on the stools that she was able to bring back. Upon delivery of the sofa, the wrong sofa was delivered and the next available delivery was another 3 months after this. Having shared with the company the situation, we were informed my grandmother would receive compensation as well as being able to keep the incorrect sofa as a goodwill gesture. We were continually fobbed off when chasing an update on this ("we will call you tomorrow" or "the handling agent isn't in the office right now") before finally being told the most we would receive is a £50 in-store credit coupon for a company we would never dream of using again. Please avoid at all costs.”

Helpful Report

Posted 1 year ago

“We didn’t purchase anything in the end. We could have spent over £2,000 at least. Put off by the hard sell. As soon as we walked in, we had a salesperson confront us. She asked what are we looking for. We said we just wanted to look around. We proceeded to walk around looking at leather sofas. Everywhere we were we found her sitting at a dining table, or on a sofa constantly asking us if we had found anything of interest. Totally put us off, and we left the store. Never again. Merthyr Tydfil Store.”

Helpful Report

Posted 1 year ago

“Excellent products at great prices, but their operational capacity, customer service, and reliability is shocking. I ordered a bed from them and booked in a delivery date. I took the day off work. I receive a text halfway through the day saying the wagon has broken down and will be arriving later. I wait 3 more hours. I receive a new text saying the delivery has been cancelled. I call customer service who said the words ‘so sorry’ but actually sounded like she couldn’t give the slightest slice of care in the world. I explained I have had to take time off work, can we rebook for a weekend. Nope. New date agreed, I book time off work. The day comes I receive a text saying your order will be delivered between 10 - 2. Then another message lands straight away. Sorry part of your order is missing (it’s a bed!), so half of it (the headboard) will need rebooking for a later date. Firstly, they had my complete order for the first failed deliver attempt, so where has it gone since then? Secondly, what bright spark though sending half a bed would be a good idea? So now I have lost three days of work waiting to receive my one complete item. An absolutely abysmal shower of brown stuff, and I will never use them again, and let everyone I know to steer well well clear.”

Helpful Report

Posted 1 year ago

“A nightmare from start to finish. We have purchased from OFL a number of times over the years and had no problem with the service provided or quality of furniture supplied. Of course, this was prior to OFL being taken over by Davidson Kempner. The company has now clearly lost interest in customer care and their product quality which has drastically declined. So, having ordered 2 settees on 12/11/22 with a 17 week wait time as manufactured in Vietnam, we received them in March only to find half of the recliner settee was a different colour and material. We couldn’t believe this but it apparently happens more often than you would think. We also couldn’t believe the delivery guys broke our front door threshold and didn’t even have the decency to tell us! We were eventually passed to OFL’s customer relations team as customer services were not helpful. The settees were reordered and we were assured we would have a smooth journey moving forward as the customer relations team would now oversee the replacement order and this time the settees would go through a rigid quality check to ensure they were not substandard, faulty or a mismatch. When we received the replacement settees 17 weeks later in July (after they went through the quality check) one shoulder of the 2 seater did not slot in properly leaving an unsightly gap and the 3 seater electric recliner settee made an horrendous screeching noise which worsened the more the recliner button was pressed. At least the fabric matched this time! Homeserve were sent out to inspect and advised the motor was operating correctly and the noise was due to the settee being over padded causing the fabric to rub!! The technician proved this by separating the two sections and operating the recliners and sure enough, no screeching noise. He said the noise MAY fade through time but could not guarantee this. We could not believe we were in this position, especially when the settees had “allegedly” been quality checked. Turns out the “quality check” was just to ensure the pieces matched – the settees were not fully assembled with recliner mechanism inspection. We therefore cancelled the order. A time slot of between 7pm-10pm was allocated for the collection of the OFL faulty settees. Again, not happy as we didn’t want strangers in our house when we were about to go to bed but this is just another example of the disrespect OFL show customers. We shouldn’t have had that time slot forced on us. We then discovered the settees would go to landfill, again this is not uncommon. An environmentally responsible business??? …. I think not. Regarding customer care, you are not given a specific customer relations team member to deal with your issues which simply adds to the frustration. Every time I sent an email seeking information, I found a missed call on my phone. I repeatedly advised my phone is on silent as it is not convenient for me to take calls and that I want written responses to my emails but this instruction was ignored. I have never experienced a company who respond to emails be telephone, very unprofessional. There was also a great deal of inaccurate information provided that I had to seek clarity on, again frustrating. On the occasions I was forced to call them in response to voice mail messages, I was left on hold for long periods before eventually getting through only to then be bombarded with securing questions before they would discuss what “they” called me about! At the end of this fiasco I was advised as the order was cancelled there is nothing to offset financial compensation to so we were “awarded” an OFL in store voucher (don’t laugh). This was to compensate for the months of stress, anxiety, inconvenience, upset, telephone conversations and the vast paper trail of emails. A voucher is of course useless to us as we will never shop with OFL again but guess what …… we can inflict pain on others by giving it to someone else to use!!! Will NEVER purchase from OFL again.”

Helpful Report

Posted 1 year ago

“A nightmare from start to finish We have purchased from OFL a number of times over the years and had no problem with the service provided or quality of furniture supplied. Of course, this was prior to OFL being taken over by Davidson Kempner. The company has now clearly lost interest in customer care and their product quality which has drastically declined. So, having ordered 2 settees on 12/11/22 with a 17 week wait time as manufactured in Vietnam, we received them in March only to find half of the recliner settee was a different colour and material. We couldn’t believe this but it apparently happens more often than you would think. We also couldn’t believe the delivery guys broke our front door threshold and didn’t even have the decency to tell us! We were eventually passed to OFL’s customer relations team as customer services were not helpful. The settees were reordered and we were assured we would have a smooth journey moving forward as the customer relations team would now oversee the replacement order and this time the settees would go through a rigid quality check to ensure they were not substandard, faulty or a mismatch. When we received the replacement settees 17 weeks later in July (after they went through the quality check) one shoulder of the 2 seater did not slot in properly leaving an unsightly gap and the 3 seater electric recliner settee made an horrendous screeching noise which worsened the more the recliner button was pressed. At least the fabric matched this time! Homeserve were sent out to inspect and advised the motor was operating correctly and the noise was due to the settee being over padded causing the fabric to rub!! The technician proved this by separating the two sections and operating the recliners and sure enough, no screeching noise. He said the noise MAY fade through time but could not guarantee this. We could not believe we were in this position, especially when the settees had “allegedly” been quality checked. Turns out the “quality check” was just to ensure the pieces matched – the settees were not fully assembled with recliner mechanism inspection. We therefore cancelled the order. A time slot of between 7pm-10pm was allocated for the collection of the OFL faulty settees. Again, not happy as we didn’t want strangers in our house when we were about to go to bed but this is just another example of the disrespect OFL show customers. We shouldn’t have had that time slot forced on us. We then discovered the settees would go to landfill, again this is not uncommon. An environmentally responsible business??? …. I think not. Regarding customer care, you are not given a specific customer relations team member to deal with your issues which simply adds to the frustration. Every time I sent an email seeking information, I found a missed call on my phone. I repeatedly advised my phone is on silent as it is not convenient for me to take calls and that I want written responses to my emails but this instruction was ignored. I have never experienced a company who respond to emails be telephone, very unprofessional. There was also a great deal of inaccurate information provided that I had to seek clarity on, again frustrating. On the occasions I was forced to call them in response to voice mail messages, I was left on hold for long periods before eventually getting through only to then be bombarded with securing questions before they would discuss what “they” called me about! At the end of this fiasco I was advised as the order was cancelled there is nothing to offset financial compensation to so we were “awarded” an OFL in store voucher (don’t laugh). This was to compensate for the months of stress, anxiety, inconvenience, upset, telephone conversations and the vast paper trail of emails. A voucher is of course useless to us as we will never shop with OFL again but guess what …… we can inflict pain on others by giving it to someone else to use!!! Will NEVER purchase from OFL again.”

Helpful Report

Posted 1 year ago

“Faulty sofa that got sent back after the 3rd time of been faulty ,we paid cash for it ,when it come to getting our money back what a shambles,one person at customer services doesn't know what the other ones doing ..waiting 5 days after sofa went back to find out the money had been declined by mistake but did not bother to inform us ,now having to wait another 10 days for it to go back into the bank account ..one half card and one half was paid cash ,so having to wait longer for the cash to get back to us ...not bothered at all that we are pensioners with no sofa because they holding our cash to go buy another ...disgusting communication from them ..never again would l deal with oak furniture”

Helpful Report

Posted 1 year ago

“Sofa is beautiful. Customer service is very poor. Made a complaint about the way a delay in delivery was processed, they had mis calculated the amount they could deliver on that particular day, which was fine, I understand humans make errors, what isnt so good is that they didnt bother to email us, they let us wait in, taking unpaid leave from work and we didn't know it wasn't coming until we rang to see why it hadn't arrived. told it would take 48 hours to investigate. That was a week ago. So unfortunately I can not recommend them.”

Helpful Report

Posted 1 year ago

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