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

“We took delivery of a St. Ives hallway unit using the Premium delivery service. We advised the fitters that there was a large crack to the wood on the base unit which they could not have missed. They advised that we would have to contact customer services which we did as they did not offer to take it away which we would have preferred option and they could not get away fast enough. I then had to send photographs of the damage to customer services and was told this only after waiting one and a half hours and that it maty be three days before they might grace us with a reply. This unfortunately did not happen so I contacted the York store who sent an e mail to customer services. I was then contacted today by an adviser who said one of the photographs was a bit hazy and that there would be a 12 week wait for a replacement which was totally unacceptable. She then held me on the line on the premise that she wold try and get a faster delivery. After a 10 minute wait the line went dead as if I had been cur t off. I have now asked the store to contact CS for a refund after being advised that the waiting time could now be two hours for them to answer my call. An absolutely diabolical service which I would never use again.”

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Posted 3 years ago

“Waited 8 months for a dining room table, 6 chairs, side table and tv stand. TV stand was delivered after 4 months in fine condition with the offer of a 'goodwill' payment to make up for the inconvenience of waiting for the other items. On the third time of calling to ask them to send it I gave up on this due to the obvious lack of 'goodwill'. Dining room table, chairs, and side table never looked likely to arrive so decided to cancel order after 8 months, over an hour and a half in a queue waiting to speak to someone. Customer service is fine if you can get through but the way the company has handled my order in general has been extremely poor. Would not recommend purchasing from these lot, quick to take your money but no urgency at all with anything else.”

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Posted 3 years ago

“Absolutely disgusted, placed an order May 2021, still waiting for our lamp table, I have had my delivery moved 4 times now, had another email today to arrange yet another delivery date for June 2022, over 12 months since the order was placed. It’s absolutely ridiculous, would not rate this company at all, Steer clear, try getting your money back, you’ve got no chance!!! All the questions below don’t apply as not had the goods yet!! Incompetent company!!”

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Posted 3 years ago

“Order placed back on 1st July 2022, still awaiting fulfilment. Multiple times, (now approaching double figures), they have committed to a delivery date, then cancelled on the morning of delivery and requested me to rearrange. No matter if I do this online, or through a customer service advisor, (when I eventually do get through after +45 minutes wait), it's the same output... delivery gets cancelled on the day and asked to rearrange. It's approaching 9 months now and my patience has run out. This is the most appalling customer experience I've ever encountered, they take your money then make no efforts to fulfil their obligations. But wait... if you act as a new customer, and leave a product in your online basket, I got not one, but two calls within a matter of hours attempting to close out my purchase, so they've got the manpower to chase new sales, but no commitment to existing customers who still await their order. Steer clear, do not order furniture from them. Unreliable and uncontactable. Complete joke of a company.”

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Posted 3 years ago

“We bought a brindle bookshelves few months ago that arrive with a slight defect but we didn’t say anything and kept it. Now we have received a chest and next of tables in the same range: the chest has a bit crack on its front that had to be noticed when they packed it, and there is also a crack on a table leg. I tried many times to contact customer service but nobody answers the phone and nobody came back to me for my online claim. Awful customer service and products. Really disappointed It took 3 months to get the order and that’s what we got!!!”

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Posted 3 years ago

“Shocking customer service! Get zilch response!!”

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Posted 3 years ago

“Had to wait 3 months for our order to arrive after been pushed back three times. Eventually it arrived to only find out that our tv unit had been damaged beyond saving! Box and packaging was in good condition. Customer service is terrible!! Had to wait nearly 2 hours before someone spoke.”

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Posted 3 years ago

“Ordered a leather sofa 8 weeks ago which was quite expensive. Delivery was scheduled today and only 2 sections of the sofa turned up! (Out of 3). Upon phoning them they have provided no explanation as to why the sofa has not arrived in full, or why nobody had contacted us in the 8 weeks informing us of the issue. They simply rescheduled the delivery for another weeks time! In the meantime - we are sat on the floor! Thanks very much.”

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Posted 3 years ago

“please don’t oder thing from this company waited 4 months for leather sofa only for corner section to be charcoal grey & the suite is brown leather! have assured me new section is coming on 13th of april if this does not happen i will personally take up to fort kinnard shop & dump it there ! 🤬”

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Posted 3 years ago

“Order placed on Dec 28th 2021 with delivery date given of March 18th 2022.Email explained that a text wold be received the day before the delivery day with a 3 hour time slot. No text or email received so rang CS team - on hold for over 20 minutes with repetitive message about creating an online account , so I did while waiting to see that the order was showing 'No delivery date available' earliest one to book was April 19th! Very poor customer service that no text or email was received regarding late delivery.”

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Posted 3 years ago

“Very long story short bought 2 sofas in September 2021,almost 7 months later still no sofas cancelled order been trying now almost 2 weeks to get my money back waiting on phone for over an hour every time to be told lie after lie it’s been released,it takes 3/5 days to clear absolutely disgusting company,now spoken to a solicitor,plus ombudsman anyone reading this avoid avoid avoid go spend your money with a different company”

Helpful Report

Posted 3 years ago

“I ordered a bed and mattress and paid the full amount in early January 2022. Delivery was scheduled for 17th March 2022. More than 3 months to get things right. After receiving several text messages and emails confirming the delivery date and time (between 10am and 1pm), I had a message at 10.21am on the delivery date informing me that a part of the bed was missing and delivery had to be rescheduled. I am requesting a full refund of my money that Oak Furniture Land held onto (and earned interest on) for over 3 months. This conduct is beyond unacceptable because in addition to taking time off work, the delivery of the bed for a 95 year old, was scheduled to coincide with discharge from hospital. Sorry that it was not possible to give a negative star rating instead of 1 star.”

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Posted 3 years ago

“Placed our order in January 2022 with delivery set for end of February. 3 failed attempts due to the table legs being delivered but not the table top. Told by the drivers to not accept any part of the delivery as I would have 'a time of it' getting a refund. Only way to get hold of them is by phone but they NEVER pick up. No idea when or if the furniture will ever arrive. Newly decorated dining room with absolutely no furniture in it! Next step is to cancel the whole lot and go elsewhere. Please do not ever use OFL. Absolutely awful.”

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Posted 3 years ago

“Delayed delivery by nearly a month and on the day of delivery told me it had been delivered when it hadn’t and no contact to say when it will arrive, having taken a day off work. Extremely poor service and wish I’d gone elsewhere to buy my furniture, they are quick enough to take your money but can’t look after their customers, won’t be purchasing from them again.”

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Posted 3 years ago

“Where do I begin?? Apart from the worst customer sevice, waiting for hours on phone and poor quality goods... I still havent received a refund.. many hours wasted trying to get through and no answer... left a review on Trust Pilot and was told they would be in touch to resolve. ... this still hasn't happened surprise surprise... Please be warned ... do not buy from these people.”

Helpful Report

Posted 3 years ago

“I have previously posted about failure to deliver goods ordered in April 2022. We fought to get a refund, which we managed in part in January 2022. They refused to give a refund in full until they collected the two bedside tables that had been delivered late in 2021. These tables were collected on 27 January 2022 - we are still waiting for our refund. This company has been the worst we have ever dealt with (apart perhaps from Everest, but that’s another story). The customer service is non-existent. Every email attempted is bounced back. Our account record has been altered to remove their failure to deliver and has now no mention of the returned goods. In short there is no option that allows me to follow a query regarding failure to refund. Why is this company allowed to continue treating customers in this shoddy manner. I have repeatedly waited on the only phone line 0800 440 2254 to no avail. Currently waiting and the time on the phone is 1 hr 22 minutes. Take my advice and DO NOT BUY FROM THIS COMPANY.”

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Posted 3 years ago

“The worst company I have ever in dealt with. Been waiting for my order since beginning of January taken two days of work because of mistakes they have made and over 6 hours on hold trying to resolve the issue. And currently writing this while on hold again to resolve the issue. Currently 43 minutes on hold and phoned at 9 when customer service phone line opens. Absolutely shocking service. DO NOT EVER USE THEM.”

Helpful Report

Posted 3 years ago

“Avoid, avoid, avoid!!!! I placed an order for an oak dining table, 6 chairs and 2 lamp tables in July 2021. I wanted the dining table for Christmas and delivery was scheduled for 29 November. I then received an email on 18 November to tell me there was a delay with my order, due to the pandemic, and that my order would now be delivered on 25 February 2022! (7 months after I’d ordered and paid). So that messed up our Christmas dinner plans for a start! Fast forward to February 2022 and I was expecting my order to be delivered on the 25 February. Yes, you guessed it …. I get another email, this time just 3 days before the delivery date, to tell me of yet ANOTHER delay (again due to the pandemic) and advising me to log into my account and book a new delivery date. I logged in to find that the items hadn’t even been shipped yet and the earliest delivery date is now 20th September 2022 – a whole 14 MONTHS after I ordered and paid for them. So, by the time I get my goods (assuming of course that they do come in September, and I don’t get yet ANOTHER email advising of a delay), Oak Furnitureland will have been sitting with my £1500+ in their bank account for well over a year. Now, multiply that by however many people they’ve messed around and let down over delivery dates. Something smells a bit fishy here – if this company isn’t in trouble now then I think it soon will be. I have now cancelled my order so that I can get my money back now before they go belly up! Mind you they don’t make this bit easy in the slightest – 3 times I had to ring, each time I was on hold for over 30 minutes before getting through to an adviser that asked for my name and order number before telling me they couldn’t process cancellations as they didn’t have the authority. So, each time I was then transferred to the cancellations department. Twice they hung up on me, the third time I eventually got through and I couldn’t cancel fast enough!! While I was waiting I ended up reading other reviews of Oak Furnitureland, none of which were very good (re the quality of the goods when customers do eventually receive them). I’m so glad I’ve cancelled - there was no way I was waiting for 14 months for poor quality goods to rock up!! My advice is to avoid and go elsewhere for your furniture, somewhere that doesn’t repeatedly let you down and has better reviews and better customer service.”

Helpful Report

Posted 3 years ago

“It's all been said in previous reviews so I cannot really add much to the negative views about OFL's customer service. What I find incredible is that the Company...... when faced with such overwhelming negativity.... appear to do absolutely nothing to improve the service that they offer. I will give a quick resume about my experience in buying from this awful company..... We ordered a coffee table that stated could be delivered in 5 days on the website. There was also a strip along the top of the page that said Special Offer that day of an extra 5% deducted off of total price at checkout. So.... we added the Coffee table to our basket and moved to checkout. At that point we had to select a delivery date but instead of 5 days the earliest date they could deliver was around 4 weeks away. Bit peeved but OK...so we selected the first possible delivery date and paid an extra £9.99 for something called "Door Step Delivery" As we went through the payment process, it was obvious that the 5% was not going to be deducted. OK...only a small amount but why offer it if it doesn't really exist or you have no intention of honouring it? After the order was confirmed I spent several hours trying to get through to Customer services over the next few days trying to get my 5% refund.....but the phone was never answered..so I gave up and emailed them instead. A reply arrived about 7 days later informing me that no such offer existed on the day we made our order. Hey Ho. So anyway, the day of delivery approached and a text was recieved giving us a three hour time slot on the allotted day. Well, the delivery was indeed on time and on the correct day. The delivery men quickly shoved the huge box through my front door and into the hall with the comment " Have fun unpacking it" and with that they were gone. Upon closer inspection of the carton I quickly realised that the item was not what we had ordered . It was a corner TV unit and not our coffee table. The lorry had gone by now...so all I could do was ring Customer services....and you know what that means don't you. No answer again, despite several attempts. In my cunning mind I hypothesised that if I opted for the Sales line option and not Customer services I might get an answer?....and do you know what?....I did....within around 30 seconds of ringing.....so no surprises there eh? However that was the only bright spot as after telling me that he was in sales and that he had no way of sorting peoples order problems out. At this point my voice started to rise a few octaves and I told him to get a manager or somebody who could deal with my problem. He said he would see what he could do. A few minutes later he came back and said he had sorted it and we would get our coffee table but not for another month as this was the earliest delivery date available....and.... wait for it......we would have to keep the huge Box containing the wrong delivery until they delivered the Coffee table in a month's time. The box virtually filled our hallway and blocked the stairs and being solid wood was far too heavy to move anywhere else. He also said that the delivery lorry couldn't come back today to swap the boxes as apparently our coffee table was NOT on the lorry anyway. It was at this point that I totally lost it and told the guy that this situation was wholly unacceptable and demanded to speak to his Manager. He put me on hold again and a few minutes later came back and said he was transferring my call to the "Upper Echelon tier" of Customer service and that they would answer me within one to three minutes. 25 minutes later I was still waiting for somebody to answer... but...to my surprise and delight I saw the delivery Lorry pull up again outside my house. Without any help or contact from the company they had realised their mistake and DID indeed have my coffee table on the lorry and had delivered the wrong item earlier. They apologised for their mistake and swapped the boxes over. When they had gone I returned to my lounge and the phone was still unanswered cheerfully playing some non descript tune while on hold. So....as it happens things worked out for us OK this time.....even though the scenario could have been very different and a lot worse. The fact that we would have to have kept somebody else's huge box blocking our Hall way didn't appear to bother them one iota! The Coffee table is nice and it is undamaged...so all good on that front. But....what a woeful company OFL are. You would think it would be in their interest to improve their customer service and give customers some sort of confidence in the purchasing experience they go through. The bit where they get the money off you is a seamless and straightforward experience......no surprises there then! After that though the company appears to abandon all customer care and timely help. This creates a feeling that they are cynical and totally without morals. I seriously wonder how they are surviving in the face of such negative customer experience reviews. Please OFL....do yourselves a favour and invest some money in staff training and recruitment to improve the service you provide. You come across as money grabbing and uncaring, which in this day and age is surely not an image that you wish to project. There are lots of other companies fighting for our custom who quite frankly offer a far better and professional service. Having now read other customers negative testimonies about their experiences I can categorically say that this is the one and only time that I will be ordering anything from you. Thinking back over the years, your reputation was never as bad as it now is which is a shame. What on earth has happened to you? But It goes without saying that the current way that you are running your business leaves me no alternative but to advise future potential customers to give you a wide berth and avoid your company at all costs and spend their hard earned money elsewhere”

Helpful Report

Posted 3 years ago

“I had a 5 week wait for my dining table and chairs, which isn't unreasonable as far as furniture goes. After arranging a day off work, I get a text late the day before to tell me there is an issue with the delivery and to immediately ring customer services. That was 2 weeks ago and I've spent over an hour on 3 separate occasions and another 40 min today trying to get through. Endless hold music and I've no way of getting a refund on my £1200 and no way of speaking to anyone. Absolutely would not recommend this experience to anyone.”

Helpful Report

Posted 3 years ago

Oak Furniture Land Reviews