Cheltenham, SWD GL51 9AA, UK
Tel: 0800 440 2254
It arrived on the day promised, was delivered to the upstairs bedroom I had chosen with no problems. Self-assembly was pretty straightforward and it looks great.
As one other reviewer pointed out, there is a lot of packaging to protect the wood but I would prefer that to having damaged goods.
We ordered the Hercules dining table with 8 chairs and brown check seat covers in the middle of September inside the store, customer service inside the store was wonderful and we paid extra to have it delivered within 2 days.
Friday morning the delivery men came, was a little bit excited and what was delivered was someone else's cancelled order, the same table however completely different chairs. We decided to keep the table and the delivery men took back the chairs. We opened the table to find the metal pole to extend the table was bent so wouldn't extend and at the side of the table the wood had a small split. We spoke to customer services who were helpful after the 3rd time of calling because apparently they had no record of us ringing up the first 2 times and they arranged for us to have our correct chairs and another table top delivered but we would have to wait 1 & half weeks so we waited.
I received a text message with my allocated time slot and was told I would receive a 30 minute phone call before hand (like my first order) the deliver came before the time slot so I wasn't around and I had no call to say they would be 30 minutes.
Finally the second table top and 8 chairs arrived. We opened the table top first to find the table had completely split on one side, we then checked the chairs which were fine 8 chairs all correct but the seat covers weren't I had 6 brown check which I wanted and 2 beige. We rang customer service straight away who just said we can arrange another delivery in a couple of days and they apologised, we asked if the furniture could be quality checked before it went out to delivery but the answer was that they don't quality check once it is at the depot to be released. We are now waiting for our 3rd table and chair covers to be delivered but will not know what it looks like until it arrives as Oak Furniture Land do not quality check.
Come on Oak Furntiure Land you are supposed to be selling top of the range wooden furniture and you cant even organise your furniture to be quality checked and delivered on time.
Overall I would recommend not going with Oak Furniture Land because you will just spend over a month unpacking and packing the boxes back up for them to just "Keep Trying" to get it right.
The best place to put your reviews is Trust Pilot as the company uses them. BBC Watchdog have looked into the company also.
I made the mistake of accepting Homeserve to repair the coffee table as the finish is like that of a deck chair. OFL advise to bees wax. But then they aldo offered to relaquer. Homeserve arrived and explained it is impossible to relaquer a stained oak coffee table without sanding down and respraying. Homeserve accepted the coffee table was unnaccptable, also that 50% of items are usually faulty from the source in the far East. (OFL then reclaim 100% of the purchase price from the sweat shop in Vietnam).
Subsequently OFL will not replace as they insist relaquering is their offering.
Advice. If you use them...make sure you can afford to have at least 2 days off work for repeat deliveries and Homeserve.
If you pay for the insurance and Homeserve come out, their report carries more weight than you...even though the chap from Homeserve is not a craftsman. So, don't let Homeserve come to you, send the goods back. Ensure the order is fulfilled within 14 days so you can cancel the order on OFL as per credit card.
The credit card company won't protect you (after 14 days) if OFL have offered you some sort of resolution...even if this resolutiin is unacceptable. Obviously respaying on top of bees wax is extremely unacceptable.
I'm disappointed to say the least. I'm glad my dealings with them are over.
Finally...don't trust them. Even customer services are obstructive. Once the items are delivered and Homeserve are involved the telephone people you are switched to are more fob-off/negotiators.
I can live with the QC faults but they have given me a stressful few days. If you can afford to pay 10% more go to a quality supplier who is customer focused, the 10% extra will be saved on wasted time.
Oak Furniture Land is a ruthless company.
Dressing table has what looks like a routed groove all round the top surface, problem here is the gap at the front will take 1 penny piece but the back will take 5, they say it's an expansion gap, one is so pleased they don't build wooden boats as they would never float...looks terrible. Asked for refund as items totally unnaceptable, especially as we have waited 3 months.
Bought a full bedroom set which was delivered yesterday for nothing short of £1,500. Wardrobe is split into 4 parts so the delivery driver can get it upstairs yet the 2 largest parts are boxed together inside each other. Delivery drivers refuse to take it up our standard sized stairs because of the weight and size of how it was packaged due to insurance reasons (too heavy and large for them), then had the nerve to threaten me with either we leave it down stairs for you to deal with or we take it back and you'll be charge 25% of the cost!!!!????
When I challenged him on this, he said he didn't know, he's 'just a delivery driver'. They couldn't get out the house quick enough. Threatening messages all over the boxes saying the return is void if box is damaged. How on earth can you not rip the box open? The item is too large and ceilings too low to take the box off in one piece once it is in your house???
Item was damaged which is why the delivery drivers won't unbox it for you and separate the 2 largest parts of the wardrobe in order to get it upstairs, because they know, they'll end up taking most of the furniture back. That's why they try to cover theirselves with a bunch of disclaimers.
I would suggest Oak Furniture Land look to box these separately, so they can be transferred upstairs by your driver's???
You can see that the item was damaged before painting and delivery as the grooves in it have been painted over.
DO NOT BUY UNLESS YOU ARE EXPECTING SOME MINOR DAMAGE AND HAVE FULL RESOURCE TO GET IT UPSTAIRS YOURSELF. Luckily I did...
But would never ever use this company again, would of been cheaper, less time consuming and better quality getting a flatpack from IKEA.
You've been warned.
The delivery came on time. The men who brought our new dresser were polite and friendly. The dresser came in 2 parts, packed in very large JB Global boxes. I had to unpack the furniture myself. The driver suggested that I open the base of the box and then tip the box base down so that I could lift the box off, as the delivery staff didn't unpack items. They left and I began with the dresser unit. I'm pretty fit and strong, but I have to say it's a tricky, awkward job that requires some strength.
Once the dresser was unpacked, I discovered that its left hand door would not close. On examination it appeared that the magnetic catches were faulty and the door appeared to be warped.
I telephoned the Hull store and spoke to Gavin. He was very apologetic about the faulty door, but he couldn't do anything about it at that time as the store's computer system was down. Gavin gave me the number of the Oak Furnitureland service centre, *******254 and told me that they would arrange for a replacement.
I rang the service centre. After a 10 minute wait I finally managed to speak with a member of staff. I explained the problem. The man I spoke to told me that in order to have the faulty product collected and replaced I would have to take pictures of the fault and also of the labels attached to each unit of furniture. I told him that meant I would have to unpack the sideboard and then repack it, but he insisted that that was what I had to do.
During the call the man told me the label in question would be stuck to the back of the dresser. I checked and there was no label. Following his instructions, I checked inside the drawers, underneath the drawers and in the cupboards. I even lifted the unit up and checked underneath, but found no label. In doing so I found a 1 inch brass screw rolling around loose inside the left hand dresser cupboard. Thankfully it hadn't caused any damage.
The man I was dealing with came across as uninterested and, frankly, not very bright. He said all he could do was to email me a link to arrange the return online. I was by this time extremely angry, and I informed him that I was legally trained, and that if the matter wasn't dealt with quickly, I would be taking legal action. I also explained to him that as my wife has multiple sclerosis, having all the packing materials strewn around the floor was a very serious trip hazard for her. He told me there was nothing further he could do and the call ended.
I checked my inbox and located the email. It was no help at all. The link supplied me with a one-time password that didn't work. I tried to register and found I already had an account, which I then recalled Melvyn had very kindly set up with me in-store. I clicked on the Forgotten Password link but that didn't work either. I would add that I have over 30 years of in-depth IT experience.
I decided to unpack the sideboard and try to locate a label on it, but yet again I couldn't find it. I rang the service centre a second time. After another long wait I spoke to a woman. She informed me that I would need photograph the fault on the dresser and the labels on the outside of the boxes. I said I would do that.
I explained to the woman that I would need a Saturday delivery. I informed her that I had taken a day's leave to receive the delivery and that I now only had 2 further days of leave until November. Looking after my wife, who suffers with multiple sclerosis, meant I could not afford to take another day of leave. The woman was as unsympathetic as the first person I spoke to at the service centre. She informed me Oak Furnitureland do not make Saturday deliveries and that I would have to arrange a week day delivery. She then said "Have a nice day". I was astonished. I asked her if it sounded like I was having a nice day, and told her that her comment was unbelievably stupid in the circumstances. I ended the call.
Once I calmed down, I decided to check the faulty dresser door again, this time with a powerful torch. After 10 minutes of careful examination, and by comparing the faulty door with the one that closed properly, I discovered that the shelf in the dresser cupboard was misaligned by approximately 1.5 millimetres. That was the reason the door wouldn't close.
I checked the brackets holding the shelf in place and discovered that they were adjustable. I carefully unscrewed the brackets so I could adjust the shelf and align it correctly. The door then closed properly. I tightened up the screws and was able to mount the top of the dresser on the base and complete assembly.
Our experience of the after-sales service of Oak Furnitureland is that it is truly dreadful.
It is inexcusable that the dresser was sent out in that condition, and with a loose screw rattling around in side it. Your quality assurance process is clearly inadequate. The team that packed the dresser cannot have failed to notice that the door kept swinging open, and they must have deliberately packed it knowing it was defective.
The Oak Furnitureland service centre was laughable. Both people I talked with were uninterested and unhelpful. Your returns process is flawed and of poor quality. The packing around the furniture was very good, but it appeared to have been done with the aid of an industrial packing machine. The packaging was so complex that it would have been virtually impossible for me to repack the items in the same way, particularly as my wife is physically unable to assist me.
I telephoned Melvyn at around 11:15 am on the delivery day and explained what had happened and that I had, eventually, managed to do what the quality assurance checker at the factory should have done, and repaired the fault. I also told him about our experience with the service centre. I thanked Melvyn for the excellent service we had received in the store, but I explained that the dreadful after-sales service we experienced meant we wouldn't be buying anymore furniture from Oak Furnitureland or recommending them to friends and family. It was a shame to have to tell Melvyn that and he was clearly unhappy for us and what had happened. It's a shame that Oak Furnitureland employs such good quality staff in the shops but then backs them up with such a sub-standard after-sales service.
I did eventually find the labels on the furniture. I had to use a torch, put my head inside the cupboard of each piece of furniture, twist around and look at the inside corner of the roof of the compartment. The labels were so well hidden that I only discovered them when I gave the furniture a thorough waxing. It seems incredible to me that the service centre staff would not know where the labels are located.
From the perspective of my wife's condition it also seems to me that Oak Furnitureland may not be satisfying the requirements of the Equality Act 2010 for some of its customers.
Providers of goods, facilities and services must not treat you less favourably than they would treat a person who is not disabled. Service providers must make 'reasonable adjustments' to allow a disabled person to use their services. If they don't do this, they must be able to show that their failure to do so is reasonable.
We fail to see how someone like my wife, or an elderly person, would be able to deal with a delivery from Oak Furnitureland if they live on their own.
I wrote to the Chairman, CEO and COO of Oak Furnitureland. All I received back was a call from a fairly inept complaints department operative who admitted that the customer supprt team had totally mis-informed me. I should not have had to repack the furntiure and they should have just arranged a pick-up and redelivery. We have not had any sort of written apology from the firm as of end of July 2019, and the Board really don't seem to give a toss. I have several work colleagues who have also experienced similar problems with Oak Furnitureland.
Our advice? DON'T USE OAK FURNITURELAND! THEY DON'T GIVE A DAMN ABOUT CUSTOMER SERVICE ONCE THEY HAVE YOUR MONEY AND THE BOARD IS ARROGANT AND DISINTERESTED!
They should be avoided.
Ignore these people and speak to decision maker eventually after sending photos emailing CEO and visit from Homeserve .
A replacement table eventually arrives .I found the whole process exhausting lt was verified to be a manufacturing fault .
This is where oak furniture land exposes there true nature .
The table that arrived looked nothing like Alto range almost orange in colour ,blotchy sanding marks , table end not aligned .
Moreover to top it off a red stain the size of an apple in middle of table !!!
Immeadiatly sent pictures away again Homeserve attended "again" .
Agreed with me that the table looked nothing like range and was substandard .
Now I'm told it's just the natural wood grain This company is disgusting and will rip you off if they feel like it
End result l have a stained blotchy table that looks as if it has been in somebody else's home and it cost me over 800 pounds Avoid this company like the plague the furniture is mass produced in Vietnam .
And sold to unsuspecting Brittish public.
They have been investigated by BBc watchdog before and WWF for non sustainable timber supply .
Customer Questions & Answers
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They won't last long. The store managers are terrified that the stores will close as people use the internet for OFL products. Naturally there will be more internet complaints so the company will struggle. Avoid, unless you have lots of time to waste.
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We had problems with Shay colour wardrobes,they sent a technition out armed with 3 cans of shay spray paint,he was here for 2 hours trying to rub the dent out and spray it,He used 3 cans of paint and it looked awful.after loads of hassle were sent new doors,one of which was split.Cut a long story short,we did have joy from someone at head office,We are still waiting for new doors to arrive we have been waiting 12 weeks now,low and behold were getting a package delivered,More wardrobe doors NO just 3 hinges.You couldnt make it up.I have 3 spare wardrobe doors that are CRAP, and 2 wardrobes awaiting new doors,If and when they arrive I will have accumilated 7 doors plus the 4 doors already in place that don't fit.They wont take anything back including the packaging as they are not licensed to carry things like wardrobe doors and rubbish,How I wonder did they ever arrive in the first place I ask myself.Oh by the way,The door that has got a large split in it,I will tell you why it has a large split in it.(Wait for it)I was told by the local PLANK from HOMESERVE that my tree the doors were cut from had its roots growing in the water and thats why the wardrobe doors had a split in them,Words failed me.Believe me I am not making this up.We are now after 12 weeks going to phone them up,be played trashy music for 1 hour then we may get someone to talk to and ask them what is happening,Watch this space.Im at my wits end now as they don't give a damn,But I have to laugh at the stupidity of these people they employ Most of them are well trained liars and if I didn't laugh I would have had a nervous break down by now and living in the looney bin.
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Ikea customer service..excellent..These clowns should be closed down. BBC watchdog should take up a story here..
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