“Where to start
Next day delivery from it had to wait 5 working days as there courier panther (terrible delivery team) system was down 1st problem
Incorrect item box 1 of 3 was delivered
Then I was advised by Chen in specialist department my item wasn’t in stock so I’m stuck with furniture can’t use and then it suddenly became in stock…. By the way none of this is done by phone only email. Had to wait another weeek to recover the item. I was then advised when correct box would turn up they would collect incorrect item the courier didn’t and refused again panther.
Finally got the correct item 3 weeks later - courier panther again come to collect but was to delivery another item again…. Honestly this place shouldn’t be trusted with your order
The product it self is great but terrible service.”
“Edit from my previous review:
EDIT: After speaking with the company to sort out the issues (from owners comment below), I thought I was getting somewhere with delivery stated 16th April, this has now been changed once again. WHY LIE!!!! I have wasted my annual leave to accommodate you and you have failed twice! This is now beyond a joke. And yet on the phone you asked me to amend my review to what I am assuming would be a more positive review to suit yourself, well here is the edit (not one you were hoping for).”
“WARNING!!!!!
Absolute DIABOLICAL company. Ordered item in December 2023 for delivery in February 2024. They constantly changed the dates of delivery eventually stating item would arrive 10th April and delivered to me within 5 working days from the 10th, they blamed the continuous delays on the attack on the red sea, however looking at live shipping times during the red sea attack, they were talking complete rubbish.
Yesterday I eventually got delivery confirmation stating my delivery would be with me on the 12th April, a few hours later the courier company changed status to state that the company had not released the product in time for delivery, after clicking the link, it then stated that delivery attempt was failed, then shortly afterwards that my item was in quarantine! Eventually getting through to customer service this morning they have told me it won't be delivered until the end of April. How on earth do you think that this is acceptable?
4 months! 4 months you have had my money, 4 months you have constantly made up excuses. What annoys me the most is that I could have ordered from an alternative company as I was torn between the sets, now the other company has no stock. I am LIVID!
ABSOLUTE SCAM OF A COMPANY. AVOID AT ALL COSTS!!!!!!!!!!”
“Wish I had read Trustpilot reviews of this company before ordering. Delivery date comes and goes with no sign. If you are lucky enough to speak to anyone you get told a different story each time. Latest delaying tactic is that delivery date means delivery to them, not you. Once they receive the items they will then take a further two weeks to "quality check" their delivery before "starting" to dispatch. Items being advertised on their site with a current "delivery" date of 29th Apr some nine weeks after my order!!!”
“Really disappointed with the service I have received from OUT & OUT. I ordered the 9 seater garden furniture sofa at the beginning of the year. I received an email to say that my delivery wouldn’t be coming until April, I then got a text to say it was coming in March, a small box arrived which contained the goods for the footstool. I then had to contact the company and put in a claims form for the rest of the goods, I got another delivery date only for that to contain the glass for the top of the table. I have still not received all of the goods and am yet to submit another claim form. Extremely disappointed that the delivery is taking so long and I have not received any communication from the company regarding updates of my order- I do not recommend.”
“After waiting 3 months for rattan set it came without instructions and the screws and bolts had burst all over the box and there was a hole which meant I then had to source them from b and q costing nearly 50 pound to buy them all. I asked to be compensated with the money was told no but would give me a 10 per cent off code to use. The only reason I didn’t return the rattan set is because it’s not available now till end of May reading other reviews I have seen that people haven’t been getting their money back and are still waiting for furniture so didn’t take the chance returning. I can’t beileve a company as big as out and out can’t compensate their own customers bearing in mind I spend 663 on it and then 50 to replace the missing screws and bolts I will never be purchasing anything else and I will not be recommending them to anyone I know. Very unhelpful and the staff couldn’t get me off the phone fast enough just agreeing to everything I say so I’ll stop phoning absolute shambles of a company”
“Ok. Please everyone phone consumer direct if you are in u.k as this company is taking the ……. If you all phone, I am going to phone them tomorrow then consumer direct will act on our behalf. I’m told there are no managers, no refunds, nothing. They have my money, not delivered the goods when I paid for next day delivery. And just using delay tactics. Not acceptable.”
“**UPDATE** 20/07/23 - finally got my items a month after I placed my order after weeks of phone calls / emails - utter joke apparently there are no management I was refused my request to speak with someone of authority no heartfelt apologies been talked to in a very impatient manner- bored - told I’d not be able to submit a serious complaint or hope for any form of goodwill gesture etc - DO NOT ORDER from them !
***UPDATE**
Today 18/7/23
Having received a delivery confirmation for tomorrow without being contacted as promised I had to get in contact again with this bizarrely rung business which apparently has no supervisors/ managers or a CEO ? 🤔
Worst experience almost a month since I placed my order and with my guests arriving Monday I hoping my items will arrive by the end of the week. It’s been the most frustrating and stressful process even when I have taken the time (a great deal of time has been wasted simply trying to receive nearly £900 of items) my requests have not been meet I asked them to stop just booking dates for delivery without consulting me first I’m going through a lot of personal problems with my health meaning lots of appointments. Three times now they have booked a date they obviously can’t give you any indication of time for dates I’m at hospital appointments. So after nearly an 40 minutes this time on the phone with a very unsympathetic and abrupt call handler I have been told I’ll get my entire order on the 30th - when I asked to be put through to the supervisor or manager they said they don’t have one when I said I didn’t believe this I asked for the details for the owner apparently they don’t have one either thus does feel like a complete scam - Panther their delivery couriers are just as bad as I had to take time to explain my situation and they promised thus time when my order arrived to their warehouse I’d get called to confirm a delivery date this didn’t happen I got told it be tomorrow- waste of my time it’s been upsetting the guy on the phone actually was so uncaring and rude I ended up in tears at the end if my call - I want a manager to call me or email this has not been how you treat a consumer especially one paying nearly £40 for the delivery service. This was a huge spend for me and it’s been tarnished I’d like a manger to respond!
Watch this space will I get my garden furniture in time for the event I purchased it for in time?
* I’d like to point out that Emmanuel basically cut through me to say basically you can’t complain you won’t get a apology from a manager let alone a discount on the match furniture cover I’d asked to be offered given the long wait period still not having my paid for items which could ruin my garden party with guests I’ve not seen in years who are staying !! shocking
I’d of given a 0 if it was a choice ordered a decent amount of stuff last month and since this time this company have made it impossible for me to accept my orders either my order is in stock or it’s the out ??? I cannot contact them - their what’s app chat and emails are not responded to for up to 5 days I was on hold for over an hour yesterday and despite me wasting much of my own time and telling her when I could accept delivery and not their delivery partner has still decided to ignore me and try to deliver today I’m out I wanted Friday but the lady at Out and Out told me my order was out of stock ! It’s becoming a very frustrating and hugely stressful and time consuming experience it’s now mid July I did this order for the summer ?! I really can’t understand how they think this system works they seem to have no communication system in place between theirselves and the delivery company- it’s a Russian roulette! How they expect people to be able to be that flexible to receive the order is insane these are large items - I also was charged nearly £40 for my delivery why am I not called to discuss the status of my delivery and given delivery options I’m the paying customer I don’t want to cancel now given it’s mid July and the time and anxiety I’m going through I’ve even made them aware of my disability and how they are effecting my health !!
No one responds!! No one cares what I was told yesterday after waiting a hour to discuss my order was not passed on to their delivery team far from it so they also do not keep their promises!
A truly unprofessional inefficient and frustrating company who clearly have a few staff members as possible and I’ve received not one single apology.
Please lovely consumers don’t use this company you may get some good discounts but it’s not worth the pure feelings of frustration and I now wonder if I’ll ever get my order - unacceptable!”
“Ordered Stockholm chaise set for garden 2 months ago, 1st delivery was 2 of the same box number (2of 2)
Table and chair, so no box 1 of 2- the corner chaise sofa plus all fittings. Emailed customer service as telephone call is non existent. They came to collect one of the wrong delivered boxes and said they would bring the correct box, box 1 of 2. They said no we have not got it, it's out of stock, how can it be when its a set.
Worst mistake I've ever made, buying from out and out.”
“i can only describe this company as scam merchants.
placed an order for garden furniture showing in stock. immediately when order was a pre-order email was received. tried to contact their customer support by email and phone without a single reply and this is 12 days after the order was placed. when phoning you will in a queue and when get to number 1 it will say they cannot take their call. in my opinion do not use this site”
“We've ordered a 9 Seater Lounge set on April, expecting to be delivered on May 12th. We just received one out of 2 boxes and still missing the other one. It's absolutely impossible to contact with customer support service. This is a SCAM. Really dissapointed with the company. Please review company opinions if you consider on buying. Order: #165529”
“Avoid, ordered and paid for furniture in Nov and I’m still waiting for anything to be delivered, you just get told that the courier is planning there route and they don’t seem to care that months have passed and I’ve not got what I’ve paid for”
“We ordered a couch and cover in April 2021. We've been patiently waiting for an update on our delivery. We were called multiple times about them wanting to deliver the cover but not the couch and each time we kept telling them to deliver both at the same time (do you not have notes on your order system)?
It's Sept 2021 and we finally e-mailed into support to enquire about the status of our order, only to have the news broken to us today that the couch is 'sold out'. So OutAndOut confirmed our order, held our money this entire summer and is only now confirming that they can't deliver the order?
Quite disappointed, enough to post an online review to vent.”
“Horrific customer service. If I could give them no stars I would. Being passed from pillar to post never communicating with the same person. When they eventually get back to my many emails. Ordered a sofa on 3rd of June and am still waiting, several months later. Was told it would take 6 to 8 weeks, but it's not even in the UK yet. Just ridiculous. Stay well away from this company.”
“I ordered the Stockholm set.
Furniture arrived swiftly, i also paid for it to be put together, the chair that was put together was faulty and damaged, the 2 man team said nothing and left very quickly!
I complained through their online form immediately with attached pictures of the damaged chair, they then e.mailed me asking me to send the pictures over again which I did, I am now facing a wall of silence,
Despite ringing the company - they do not pick up the phone, I have also sent 3 e.mails they are totally ignoring me, all I want is a new chair delivered assembled and not damaged - not a lot to ask considering what I paid for it!”
“DANGER!
I have had to report this company to my credit card company for possible fraud. They are in the habit of taking money for goods they do not have and will not communicate with the purchaser”
“Placed an order and payment taken 11th March, finally received a deliveery on 13th July but it was the wrong furniture, cannot get through to customer services now, the recorded message says mailbox is full”
“I purchased the 'Malibu Corner Sofa Set', whilst it looks very nice it is extremely poor quality. Within the first year the wood has begun to bow and split (I cared for the product as instructed and even paid extra for the covers which I use religiously). I contacted the company as they offer a 1 year structural guarantee, stating they will replace a faulty product. They refused to replace it and offered me a poultry £50 (the set costs £1299). Definitely one to avoid.”
“AWFUL COMPANY AND WORST SERVICE I'VE EVER ENCOUNTERED. We PRE-ORDERED garden furniture back in Feb'21 will a delivery time of 8 weeks. On the 21st April I was informed there was a 'problem' with our order and now the furniture will be delivered the first week of June...Ok...and in the meantime they will deliver the cover in 3-5 days.....We have not only not received the cover but yesterday I received an email stating delivery of the furniture will be in 7 weeks.....(after just 2 weeks ago being told first week of June)...I called them today and they told me they DO NOT KNOW WHEN I will get my order!!!!! Unbelievable....That call was at 10:46 this morning and they were going to call me back.....Guess what.......No call back!!
Also I left a negative comment on their facebook page today and they seemed to find the time to delete the comment quickly! Along with a raft of other negative comments from other customers that have also been deleted.
AVOID THIS COMPANY”
