The Range Reviews

Name: The Range
Rating: 1.40

1.4 Rating 1,880 Reviews

9 %

of reviewers recommend The Range

Company Reviews

Questions

Metrics

1.4

Based on 1,880 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 39%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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The Range 1 star review on 24th April 2024

Kim Jones

"\u00a31320 online order. Paid extra for \u201cEXPRESS DELIVERY\u201d online which advertises, choose your delivery from 5 days as I wanted the delivery in time for my Daughters birthday party.\r\n\r\nStandard is from 8 days.\r\n\r\nOrdered online on Saturday 30th March and was told I could choose a delivery date on Thursday 4th April.\r\n\r\nEmail received Friday 5th April that my delivery would be late and I still can\u2019t choose a date. After 2 hours on the phone to customer services I was told they don\u2019t know a date yet and I would be refunded for the express delivery charge. \r\n\r\nWent to my local store on Saturday 6th April to ask if they knew where my furniture was. I was told it was on their system that it would be delivered on Wednesday 10th of April (for some reason customer services didn\u2019t tell me this on the phone) Also, the employee at The Range told me that all orders are 5-10 working days if paid for in store regardless (no extra charge) and they shouldn\u2019t be advertising EXPRESS delivery as it\u2019s all the same, this apparently happens all the time, customers are always complaining and meetings have been held about this by The Range.\r\n\r\nReceived confirmation today Wednesday 10th April that my furniture now won\u2019t be delivered until the following week. I rang XLDelivery who they use and they told me that The Range have got it down on their system as STANDARD delivery and there is nothing they can do, earliest they can send it is Monday 15th April. \r\n\r\nAfter another 1 hour and 20 minute phone call to get back in touch with The Range customers services, (lady putting me on hold several times, while she got help on this) I was then told that I will not be refunded now for Express delivery as I have accepted that I want it delivering on a date which I didn\u2019t choose, I was told that\u2019s the day it would be delivered regardless and I won\u2019t be receiving any refund. I can make a complaint or review.\r\n\r\nNot going to be here in time for her birthday party, no refund on delivery, and was always down as standard. It may only be \u00a310 extra but if they are doing this to 1000s of customers then something needs to be said."

The Range 1 star review on 10th April 2024

The Range 1 star review on 13th March 2024

Murphy

The Range 1 star review on 17th February 2024

Angela Sheldon

The Range 1 star review on 18th December 2023

Ian

243

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Whatever you do, do not buy from this seller, the question asks what went wrong, everything! They are a rogue trader and need to be closed down.”

Helpful Report

Posted 2 months ago

“SHOCKING SERVICE SHOCKING QUALITY I chose The Range to purchase a bed and mattress as they were cheaper than most for the same items and offered first floor room of choice delivery. The mattress arrived and was propped in my doorway and the courier was pulling off before I’d even fully opened my door. I’ve since shaved years off my life dragging it upstairs. After no prior courier contact and 2 weeks earlier than dispatch email advised the £650 bed was dumped with my neighbour. They were persuaded by a courier claiming he’d driven 300 miles and kindly stored for several days in their garage until I returned. Had I have been in I would have refused delivery anyway as the bed was absolutely shocking quality and not as described. The bed is nothing like the pictures advertised. It’s more like the Wish version of the bed I chose. As well as being dreadful quality, the trim was advertised as gold and the monstrosity I received had silver trim. Maybe a blessing in disguise seeing as I purchased through PayPal as The Range returns seem as straight forward as their deliveries. The Range also wash their hands at this point as they claim your contract is with the third party seller despite payment being taken directly by The Range. They also won’t give you the third party retailers contact info to contact them directly. Unfortunately the third party retailers reviews show me that The Range Customers are waiting more than 9weeks for return collection of their furniture and having to chase refunds through the small claims court. Bring it on!”

Helpful Report

Posted 2 months ago

“Received a very damaged oven. Contacted the range to try and get a replacement. I was sent a link on info on how to return it which says I have to pay for the postage costs and insurance (at great cost because it’s very heavy) myself which aren’t refundable. I surely shouldn’t have to pay a thing, let alone upwards of £50 for postage and insurance to get a replacement for something I received damaged?!? Still awaiting a response so at present no refund or new oven. After shopping with the range on several occasions would definitely not recommend after this”

Helpful Report

Posted 2 months ago

“on tuesday 13th feb 2024 i went to the hemel hempstead branch to order a new garden patio set, i picked out a 10 piece garden set and was told it would be delivered in 3 to 5 days and i would get an e-mail or phone call asking what day i would like it delivered, on tuesday 20th feb ( a whole week later ) i still not heard any thing, then later that morning i got an e-mail from the range saying my order had been dispatched and gave me a tracking number and courier phone number, twice i put in the tracking number twice it came up invalid, so i went to the hemel hempstead store again, and evan tried it, and same again, so he phoned up the courier they said they had not received it as of yet, so i said cancel my order and reimburse my money into my account, a manager there said i would have to wait for it to be authorised by head office, absolutely disgusting treatment from the range, do not ever order an online product”

Helpful Report

Posted 2 months ago

“Appalling customer care. I tried to return an item by post as I am disabled. They gave me an address to send it to yet even with proof of posting, they said I'd sent it to the wrong address, an address listed on their website under returns and refused to assist me any further. I will never shop there again. What a terrible way to treat a disabled customer.”

Helpful Report

Posted 2 months ago

“Disgusting, terrible service on goods and trying to return this rug!!! I believe this to be deliberate so that we give up and don’t receive our refund!!! Please don’t order from here !!!”

Helpful Report

Posted 2 months ago

“The Range was always my go to place for everything home and garden until today. I bought a number of items in the Great Western road branch this morning. I decided to shop around for one of the items and return if it was the best price(i took a photo of the item and price £24.99) I returned to buy it but it was a different price at the check out I said that's not the price on the shelf £24.99 and showed the pic. I was told sorry that's an old price someone should have have changedit. Asked to see manger. Not interested at all and said it was The Range policy to disregard shelf price and go with till price 😡So basically they can advertise a low price on the shelves and charge inflated prices at the checkout. Absolutely shocking practice”

Helpful Report

Posted 2 months ago

“Ordered 2 items which came quickly. Arrived and not as described so within an hour phoned to ask Range for return. Purchased through Range Market Place. They had to contact the seller to agree a return (shouldn’t have to under distance selling laws as I have the right to return regardless and I was within the 14 days they specify, it was an hour after I received) Asked for dates for collection, gave 3 dates for following week, not collected. Phoned to say not collected and asked for more dates, again not collection. This process went on every week for a month. After 29 days I phoned again and told them the items had not been collected and I had not had my refund. Law states I have a duty of care for the items for 21 days from date of cancellation (date they agreed to arrange a collection) and that they had to refund within 30 days whether items were collected or not. Told them I was going to do a charge back the next day (30 day limited for them) and as they hadn’t collected items and my duty of care was over. If they didn’t collect them within the next week I would dispose of. Within 10 minutes I had an email from DPD saying they were collecting next working day. Item was collected as stated and delivered back to company 2 days later. After a week I still heard nothing so yet again phoned and informed them item had been delivered and sent proof. A few days later I then got an email stating items had been returned and a few days after that I had an email stating my refund will take 3-5;working days. They are unhelpful and do not want you to return items and once returned it is up to you to chase. Awful service and I won’t be shopping with them again. Also tried to leave review for the items but they are never posted. Suspect others have tried and had the same experience. If there had been reviews I would have never have purchased as they were obviously not favourable. Disgraceful behaviour.”

Helpful Report

Posted 2 months ago

“The Market place is a joke !! We ordered a picture over four weeks ago and each time we e.mail them to ask where it is they send the same standard reply to wait another 4 working days !!!! This happened 5 times. We have rung them to complain and they put the phone down on us - some cusomer service. Looks like have lost our money and wish we had read these reviews before we ordered. We will report them to Trading Standards and small claims court - they are nothing short of theives !”

Helpful Report

Posted 2 months ago

“The range are selling products on line using third party company's when you order products and want to return them, you will not get your money back, do not order from the range online. Having ordered and have not yet successfully got my refund I am looking in to going to the press regarding the countless customers who I have seen reviews experiencing the same problem Order number W18107746 Your Order Has Been Dispatched!, Having had a reply from The Range, the companies website I went on to purchase my product, they have as expected brushed responsibility on to a third part who have continued to egnore my email, They claim that this is not the service that they strive to provide, yet I see many customers complaining of the same problem, unfortunately this is the service that they provide. Selling products on there website but taking no responsibility once a customers money has been taken. Company's should not be aloud to get away with this, and I intend to take my complaint to trading standards and every other media outlet possible. Also note that they have mentioned passing the details on, and that the company in question contacts the customers direct, yet The Range are well aware that these con artists are not contacting customers back and honouring there refund policy. As far as I'm concerned the range is responsible for taking my money and not returning it and unlike most of the previous customers who have been ripped off, I will not stop pursuing this until my money is returned”

Helpful Report

Posted 2 months ago

“i won't ever order from the range ever again, they send the wrong item and create a problem to return it, then it's a very long time before you get a refund.”

Helpful Report

Posted 2 months ago

“Ordered a mirror online , order number-W17799227, the order arrived on 09/01/2024 in wrong color, and also damaged , called the range customer service on 10/01/2024 arranged for return collection on 11/01/2024 then get the refund, the first confirmation email received saying I only going to be refunded for the item but the shipping fee will not , called straight away after have seen this email, been told that I will get full refund. Collection was on 11/01/2024, DHL took the mirror away,after waited for 1 week I check my payment account ,only seen the shipment charge of 9.99 been refunded, so emailed them again, told me the refund of the 69.99 for the mirror has been processed and will hit to my account in 2-3 working days , so I waited for another week, still not been paid back , emailed again been told the same, 2-3 working days.ok I waited again till 29/01/2024(yesterday), so sent another email asking for why, this morning (30/01/2024) received reply telling me I need to return the item first then they will issue the refund, god , I found the the collection email and check the tracking details , the items has already been delivered to their depot on 12/01/2024 which is the second day they DHL has been collected it, so i replied with screenshot of the tracking details(on 9am this morning) until now … no response. I love to shopping in the range store , this is the first time placed order online , never gonna go the range again not even the store.”

Helpful Report

Posted 3 months ago

“The store in Torquay looks like a bomb has hit it. Store management seem non-existent and goods are dumped all over place. It is a complete muddle, many gaps on the shelves and skips and goods waiting to be put out keeling over in the aisles. 80% of the items are un-priced. Often only one person on the checkout and no self service facility to alleviate the long queues. An excellent example of how not to run a retail business.”

Helpful Report

Posted 3 months ago

“Requested a return label and they said i need to wait for there third party seller ' Andrew Lee to issue one. I am still waiting. I have sent multiple requests and being ignored now. Out £62!”

Helpful Report

Posted 3 months ago

“I purchased Christmas garlands supplied by MH Star via The Range Online. I would encourage all potential customers to read the reviews for this supplier - MH Star - before purchasing anything that they supply to The Range. The reviews are awful and some customers have gone so far as to call them scammers. Shame on you, The Range, for associating yourself with companies like that! My experience: the garland arrived in numerous pieces which all had to be self-assembled. Before buying the garland, I read the product description carefully and at no point did it mention that it had to be self—assembled. Due to time restraints, I needed a garland that was already assembled and thought this would be ideal. Unfortunately not! I contacted The Range and was told that MH Star would only allow my refund if I agreed to pay a £8 charge for collection (the price of the garland itself was just under £13). This was completely disproportionate to the cost of the product. I emphasised that under Consumer Rights law I was entitled to a full refund as the product was NOT AS DESCRIBED online. The product description has now been amended online since my complaint. The Range is being dishonest about this. I am being accused by their disputes team of not reading it properly and told that I ‘have to be held accountable for my actions’. My refund is still being refused unless I pay the £8 collection fee. Utterly despicable company. No regard for consumer rights. I have left a similar review for MH Star, as both companies’ approach to customer service has been shocking. Furthermore, I left a review of the product on The Range’s website to advise other customers to be wary of ordering the garland as it is not pre-assembled as shown in the photographs. This review has been deleted by The Range.”

Helpful Report

Posted 3 months ago

“Always use our Range in wigan but as we had to go to Leyland this morning we called in after morrisons- wish I hadn't- compared to our lovely wigan shop this one was scruffy dirty and unorganised the floor /door in lift and on shop floor were disgusting- I know upstairs they were getting rid of Christmas stuff but that doesn't excuse the rest of shop”

Helpful Report

Posted 3 months ago

“If I could give 0 stars for the Range’s customer service I would. Purchased items online and decided I’d like to return them due to feeling they were poor quality. Told some one would get back to me shortly, which they did, then all communication ceased and now just ignore my requests for update on how to progress my return. I am stuck with these items for near a month now. Poor quility items and even worse customer service. Lesson learned. Update: 2 months now I have been trying to return these unwanted items. I am absolutely blown away with how ridiculously bad the customer service has been. I would recommend never buy anything online from the Range, impossible to return.”

Helpful Report

Posted 3 months ago

“Terrible customer service. They make returns near impossible. Been trying to return an item for weeks - endless phone calls. The answer is always 'we are waiting on the seller for advise on how you can return'. I thought the Range was the seller! Turns out, half the stuff they are flogging is other sellers. Happy to take my money for some cushions but won't tell me how I can return or get a refund. No way to escalate or make a complaint. very dodgy business practices. Avoid!”

Helpful Report

Posted 3 months ago

“Horrible company. Had to involve my bank to file a dispute as the range would not help me and stopped responding regarding refunds”

Helpful Report

Posted 3 months ago

“Further to my last post on my undelivered order of the 30th December. I did receive an email advising of my Yodel tracking number and my expectations were set by Robert from Customer Services that my order would be delivered. Upon using the Yodel tracking service it stated and still does state of (16/01/2024) the order is sitting with the sender. The customer service the Range provides appears to be a call center possibly somewhere in India, whose staff are barely fluent in English who appear to read off a crib sheet. When I asked to speak to a Manager to assist with my issue, they advised the Managers are non customer facing and do not speak to UK customers. I then asked if I could have a contact number of the UK customer services in which I was told they could not provide. This is possibly the worst customer service I have ever experienced. I have been given the runaround for the last week, been promised call backs and email confirmation to no avail. This service is beyond shocking and furthermore to reply and confirm Judy from customer services, the retailer has not contacted me with an update and neither has the Range. I would like a refund, and a call from someone in the UK Customer Services to explain to me what has gone so wrong here. I will continue to post updates on Trust Pilot until this debacle has been resolved. With regards”

Helpful Report

Posted 3 months ago

The Range is rated 1.4 based on 1,880 reviews