Oak furnitureland UK

I ordered two chest of drawers and two wardrobes.

The quality of the furniture is appalling. One of the wardrobe doors fell off, the 1st replacement had a scratch and the final one had a broken hanging pole. All had flaking paint and loose screws. Eventually I agreed to take another range (which to be fair was better).

But my main complaint is the customer service:

1. Refusing to take faulty items back when it is clear during delivery they aren't useable
2. Long waits on the phone lines and dropped calls
3. Call centre is noisy to extent cant hear my own customer service advisor over the others (and could hear details of other peoples complaints)
4. Promised to quality check before items dispatched but cant be the case as faulty goods delivered.
5. Protracted system of resolving issues taking hours of my time and requirement for real time photos.
6. Flow on phones means you have to repeat your story and security every time you get transferred.
7. When I raised concerns via complaints process they told me they couldn't communicate the outcome of the complaint (which was raising concern about safety of one of their lines)
8. Waited for delivery of final wardrobe to be told only part of it would be delivered about 4 hours before the delivery was due. Sent multiple confusing texts and emails telling me that it was great I could book my delivery online.

I have wasted days of time waiting for 7 delivery and collections for 4 items of furniture and making around 6 calls to customer services of around an hour each time. There was little apology or acknowledgement of the inconvenience. Some staff told me they are laden down with complaints and returns.

The business cannot surely continue to operate in this way. Their model is not fit for purpose and I would say the business is at serious risk as a result. I would avoid at all costs.

30, 03, 2021 I purchased a Palermo brown leather 3+2 sofas from oak furnitureland it was delivered 15, 4, 2021 all good. About 10 month of use noticed colour peeling of on all seat. So on the 2, 3, 2022 I called customer service 40mins on hold but when I got through they delt with my complaint and on 6, 3, 2022 a man from homeserve came out. He did a scratch test on the back of sofa and said not a manufacturing fault and ask me if I agreed I said no I do not then he left. I did not hear back from oak furnitureland like they said I would so on the 17, 3, 2022 I called them. From 10am to 12:20am 2:30mins on hold before someone delt with my complaint just to tell it is not there fault according to homeserve report it's wear and tear and that's it. I have asked for a second opinion but not getting my hopes up. A leather sofa can last you a life time if you look after it like we do cheaning and moisturizer it. Plus why do a scratch test on back of sofa and not seats near where the damage is. Also wear and tear if it was 1, 2, 3 month would it be wear and tear maybe I don't now. It cost me over £1800 for these sofas what a waste of money. Buy different sofa from elsewhere but not oak furnitureland.

DO NOT USE OAK FURNITURE LAND!

This is one of the worst companies I have ever encountered. I ordered a sofa from them and paid handsomely for the sofa and delivery! The delivery prices are really high, and they will only drop the sofa at your front door unless you pay even more, over double! I ordered this particular sofa because I was told it could be delivered within a few weeks, there were other sofa's with huge wait times! Leading up to delivery I received 3 emails stating that I need to be in between 11am & 2pm then the night before I received a txt stating the same! 'make sure you are in to receive your sofa' then at 8:15am on the day of delivery to say they don't even have my sofa and that I need to re book! The re book date was over 6 weeks away! When I spoke to customer service they didn't care and offered me £40 discount which was ridiculous as my wife and I had booked the day off work and put our son in nursery for the day. Despicable lies and poor customer service
DO NOT USE

We moved to a new house two years ago and I bought furniture for three bedrooms from the Hove range. I knew that the bodies of the furniture weren't solid oak but I wanted the white finish with the oak tops. No problems at all. Very pleased with all items and they look lovely. With a new-build house everything is white! The oak tops just break up the "whiteness".
Fast forward two years………I ordered items from the Brindle painted range for our lounge. I thought they would fit in nicely with the Brindle bookcase and large desk and chair in the study (bought two years ago). I wanted to move the bookcase into our lounge so removed all the books. To my horror I found that all the painted areas exposed to light had faded terribly. The areas covered by books had not. I then checked the desk and the insides of doors, drawers and the side that gets no light were the original colour. The rest has faded. Ok, hands up, I hadn't really noticed but once I did I was appalled. The furniture I planned to replace is 32 years old and is still lovely. I just wanted something more modern.
To cut a long story short, I've had a battle with Customer Services. When I finally(2 hours plus in total) got through I was told the items were out of the 1 year manufacturers warranty and to claim on the insurance I took out., which I did.
They rejected the claim. They don't cover fading. The furniture is in a North facing room which gets little sun, if any, just natural daylight. Am I supposed to keep my curtains closed?! I didn't let this drop. It's been a bit of a battle but we "escalated " the claim and someone is coming to look at the furniture tomorrow. Watch this space!
I cancelled my order for the new Brindle furniture and got a refund within 3 days which was a pleasant surprise. I have since ordered from another company.
In short, beware the ranges with the coloured painted finishes…. Avoid at all costs unless you want to be replacing expensive items after two years,

Paid for a delivery slot specifically so we could arrange unpacking and help with any heavy weight. Son decorated, moved furniture etc. I arranged my day to be there to take delivery for him. He arranged for removal of packing. No communication on day of delivery, so I phoned. OFL had neglected to schedule delivery, and would not deliver the next day. After a heated conversation the young man condescended to refund the delivery charge, but I wanted to cancel order. Another person spoke to me, much more amenable (did not want to loose the sale!) so it was rescheduled. I had to rearrange my day again.
Furniture arrived, told I had just 24hrs to check. Looking at the amount of packing, and as we not longer had the transport to dispose of it, OFL extended the time. When unpacking, it was found some of the furniture was damaged. I rang OFL next morning, but they 'do not do' customer services at weekends. I tried to send pictures on their web site, but it did not recognise my order number. Rang on Monday morning, they sent email for return of photos.
Web site says needs photos of damage, also sticker, but if sticker cannot be found a front & back photo of furniture will do.
No return call monday, no return call tuesday, so I rang Tues late afternoon. They said they can't do anything without sticker (yet web page says otherwise) Were they ever going to get in touch to tell me? Sticker found on a different piece to that which was damaged. Someone was going to ring first thing Weds morning, but they did not, I had to ring them, OK they will replace, but too late for a Friday delivery. Now had they been in touch regarding the sticker on Monday or Tues morning we may have had a Friday delivery. This has been three weekends in which the wardrobes cannot be fixed in place. Most of the customer service team don't give a... My son is in chaos waiting, with furniture he can't use, in the middle of his small flat.
OFL wants your money in advance. Once they have your money they don't give a s...

I have just had occasion to get in touch with them due to the fact that I purchased a
TV corner unit and within ten weeks a piece of wood broke away from the area where the DVD player goes.
I took three pictures as requested one of the identification label, one of the damage area with a rule at the side of damaged area to show size of damage and one of unit so they could asses where
The damage was on the unit.
The following day I had a phone call off a lady (C. Biggs) saying that she along with her Manager (M. Berry) had reviewed the pictures and they said it was deemed not to be a manufacturing fault so I should make a claim under the protection policy that I had taken out at extra cost.
I stated that I have viewed the damaged area with a magnifying glass and could see that filler had been used and thats what had fallen out. After a lot of negative attitude off C. Biggs I said that if they were to send someone out to inspect the product they would see the residues filler to which C. Biggs said she was not prepared to send anybody to look at the item. At which point I said I would talk to citizens advice the call ended.
The following day I had a call off (M. Berry) and he said he would now send someone to look at the unit. He then said in a very aloof manner I will tell you that on inspection we find that it is not a manufacturing fault then we will not support any repairs. I said if that was all I had asked.
These two people showed a very dictatorial condescending attitude almost to the point that if they changed their minds it may show weakness. It was a manufacturing fault and not damage that we had caused and because I stood my ground I was made to feel I was in the wrong.
All in all a most unprofessional experience a small amount of customer service by offering to send someone to look at the problem would have solved the issue.
On this performance I could not in any circumstances recommend Oak furnitureland to anybody in fact I would guide them away not because of product quality but because of lack of good customer services.

Order promised to be delivered on three occasions, then suddenly been discontinued, would never use them again.

Purchased sofa chair and footstool in march 2018 all arrived damaged or sent out homeserve to repair unsuccessfully. They then offered to replace, so had to wait a further 16wks for replacements to arrive they arrived on August 9 2018 again items damaged the chair looks second hand and has gaps, I'm not joking, of 4inches between the arms and seat the settee won't lock at the back on one side and there are a number of scuffs on the leather have. Have taken photos. Informed ofl who again sent out homeserve they said they could bring back to showroom condition.
Am I missing something here it should have arrived in showroom condition.
Ofl say they will now refund upon return hmmm.
Yes very soft after one week wife 8stone wet through me 13stone ish no children, little darlings jumping around, anybody interested a company called landbond supplies ofl managing directors name Jason bannister!
Rubbish furniture, Rubbish company, even worse customer services anyone even remotely considering buying from this company my advice based on personal experience is DON'T save yourself the time wasted and hassle gained!
One more thing homeserve tell lies Am 2k down at the moment

I am really disappointed and upset about my visit to your sealand road store in Chester.
My husband and I visited yesterday (Sunday 20th February) we were looking for a sofa. We had a look around and then went on to the other sofa stores on the retail park, the sofa we both liked and agreed on was the Devon Plus in your store so we went back in to take another look and get some details.
The same assistant saw us again and said "oh you're back again" so he knew we were serious buyers, he was very helpful. He wrote his name, the name of the sofa, Devon Plus, the dimensions and the price of £1658. 99 on a piece of paper for me as we needed to go home and measure the space where it was going.
Today I have been back to the store with £1660. 00 cash in my bag to order the sofa, The same assistant served me again and as he was putting the order through I noticed the price had gone up to £1784. 99, he spoke to both of his managers to try and get them to honour the price of yesterday but neither of them would, all they said was that the price has gone up over night. When I searched the sofa on Google it came up at £1658. 99 in your store, the link then took me to a page with the increased price on, the manager even tried to say that I was looking at the 2 seater version and that the price appearing on Google was not a live price.
The Devon Plus was on a 7 day delivery so I know this sofa is already manufactured, there is no excuse of increased shipping charges etc etc, it's sat in a warehouse somewhere waiting to be bought, I am really annoyed that the price can go up by £126.00 overnight when all I did was go home to measure up and the store manager would not honour the original price for me, I had the cash in my bag ready to pay.
I was even told on the Sunday that if I purchased now and the price went down in the bank holiday sales that you would refund the difference (until delivery) and yet they wouldn't honor the price I had been given just the day before.
The store assistant was very apologetic I think probably embarrassed and needless to say I walked out the store.

*DO NOT GET SUITE DELIVERY FROM OAK FURNITURE LAND*

Delivery date for a new £1400 suite set as 30th November (booked 3 weeks previous) and the driver turns up saying they dont have the suite on the wagon. He hands over a phone and asks to speak with Parveen from customer services. She says the next delivery date is 13th December! Shocking seeing as the suite is ready to go from the warehouse. I contest but she says all she can do is email the Allocation Team. I chased it up 4 times across 6 hours, and herself and Charlie both explained that all they can do is email. After asking for manegers and complaints team, apparently no one was available! Again, laughable.

Apparently you can only email the Complaints team and not phone them?! And they take 3 days to reply! So for the next few days i'll be spamming there phones and emails as there is no other way of getting to them, because they clearly are not bothered about late delivery or no shows. I'll be expecting some compensation for me having time off work to wait for the delivery and also having to postpone other work on the house.

For a so called 'now global' company, they're customer services and complaints team are shockingly bad.

Ordered a 2 and 3 door wardrobe online after viewing the furniture instore. Advised instore that each wardrobe came in sections and could be assembled easily. Owners manual confirms that all wardrobes come in at least 2 sections.
Delivery men turn up and attempt to carry up the 2 door wardrobe still in all its packaging. Due to the weight of the wardrobe and the lack of ability (both physical and mental) the delivery men were unable to lift the wardrobe to the required height to reach the top stairs.
Delivery men then offered to leave the wardrobe at the bottom of the stairs for us to move ourselves! No attempt to unpack the wardrobe to see if it was possible to move in sections.
Spoke with Customer Services who stated that it was our fault that the men could not lift the wardrobe into position. Extremely unhelpful and no attempt to accept any responsibility.
Escalated to Complaints and still no resolution.
Result is we have now been told that we will be charged a return fee of £250 for the 2 wardrobes and 2 bedside cabinets.
PLEASE BE AWARE THAT EVEN IF THERE ARE NO ISSUES WITH ACCESS AND YOU HAVE CHECKED THE PRE DELIVERY INSTRUCTIONS, IF THE DELIVERY MEN CANNOT PHYSICALLY LIFT THE HEAVY BOXED FURNITURE THEN YOU WILL EITHER HAVE TO MOVE IT YOURSELF OR PAY THE OUTRAGEOUS RETURN FEES!

Good sales service, terrible customer service from head office would not purchase anything from them No Answer To Phone Calls. Disgusting service.

The delivery drivers arrived and as they carried the desk closer to my door they put the box down and one of them continued to tip it over and over through my door into the hall way. As they were doing this I asked if they could be more careful and actually pick it up and his response was 'don't worry love it's well packaged' which wasn't the point. I then asked them to be careful when taking the products upstairs as we had recently decorated, had new carpets and a new banister fitted. There response was 'banisters are there to protect the wall' I told him that they were new and I needed them to be careful but he just repeated what he had first said. As they got three quarters of the way up the stairs they gave up and said it wasn't going to go around the corner and one of the delivery drivers told his colleague to get out of the way as he was going to let it go by sliding it down the stairs. I stopped him immediately from doing this and they did work together to get it back down but only on my request. I asked him whether I could remove the desk from the box for them to try again but they refused so I'm now stuck with a big heavy desk downstairs and have to seek help to get it upstairs.

I then noticed that there was two black marks on the carpet and showed them to the delivery drivers and their response was 'nothing to do with us love our shoes are clean' I explained that the marks were not there before and if your shoes are clean then it's likely to have come from the box that they dragged up the drive!

They then brought in the chair and the bookcase and the way they maneuvererd the boxes was very heavy handed, they were bashing the walls and dropped the boxes at every opportunity. I told him to be a bit more careful and that it was a good job they weren't breakable and again he said 'it's ok love they are well packaged'.

I was then expecting a delivery note or invoice and was waiting at the door for them to return but they just drove off.

I immediately called your customer service number and explained. The lady apologised and only offered to refund me £10 as it apparently costs £30 to get the items from the van to my door. I have raised a formal complaint and awaiting a response.

We recently bought a 3 seater sofa and 2 armchairs from the store not online and was given a delivery date for 6 weeks time, this all went smoothly until the date arrived and the morning of our delivery we got a call from customer service telling us that only the two chairs were loaded on the van not the sofa.
On hearing this I was deeply disappointed and angry at there mistake I needed to take a day off work for this to, customer service then said they will call me back to let me know when they can re deliver my sofa I was not happy, and unfortunately they never called back so I called them again and got more lies as now they were saying it was put on the wrong van and they were trying to find it.
This went on for three days yes that's correct three days of stress anxiety phone calls all made by me they never once did cs called me back I'm now very angry as they had my money and just did not care. They didn't care that we as a large family had nothing to sit on.
Finaly a phone call came from the manager apologising for not getting back to me but then had to inform me that the couch has gone missing and they can't find it (unbelievable) and would have to re order it and it will take 5 weeks to make yes that's five weeks without somewhere to sit disgraceful.
Customer service for Oakland furniture are a joke they don't call u back they really don't care and to top it all I have just asked them for an email to confirm my new order and they won't send me one so I have absolutely no faith in them whatsoever.
If your goods arrive on time and your furniture is intact and Undamaged then I'm sure you would have a good review, however if it goes wrong you are soooooo unimportant it's a joke YOU HAVE BEEN WARNED. I will NEVER step foot inside that company ever again.

I spent more that 2,000£ buying directly at the store on December 7th. The shop assistant at the shop was so pushy and beg us to buy at the shop and not online because we would have made your job useful and don't risk to be redundant. I have asked if I could have had a little discount due to the high amount spent there. They lady said they don't do any discounts. We arranged the delivery for January 2nd because they said they had lot of deliveries during Christmas period. On December 31st they called me saying they would have delayed the delivery to January 10th due to logistic problems. On January 10th the delivery arrived 2 hours late the agreed time without informing me. The products arrived damaged (2 chairs, tv cabinet, sideboard) with scratches and holes. The TV cabinet had a piece visibly re attached with glue. How is it possible they did that? Do they think that customers are stupid and don't note that the products are damaged! I have called the customer service 4 times asking for replacement and I had to wait 45 minutes on hold before they reply each time. Every time I phoned them there was a different problem (they could not see the pictures, they system didn't work, the agents are busy at the moment, etc!). In the end they said they will replace the damaged product on March 30th as this is the earliest date available. WE HAVE TO WAIT " MONTHS AND A HALF FOR THEIR FAULT! HORRIBLE EXPERIENCE AND EMBARASSING PRICES FOR RUBBISH PRODUCTS and THEY ARE INCOMPETENT.
F... CK OFF!

If you really want to know how bad they are go to moneysavingexpert.com
I had a very young just out of school sounding Miss King who phoned me about my complaint, she was rude and aggressive and I feel playing to an audience! It went like this...
I have just spent approx. £800.00 with this company and all I can say is buyer beware!
Customer services are a very unpleasant place to be if something is wrong with the item or Item's you have purchased.

I purchased three items from Oak Furniture Land and was assured it was of the best quality and hand crafted and heavily discounted! This description I found out was their loop-hole for customer services to put the phone down on you!

E.g. If you complain that the item is badly put together THE REPLY IS HAND CRAFTED WHAT DO YOU EXPECT!
If you say the wood shelf is not central or not resting on the horizontal supports correctly! HAND CRAFTED AND RUSTIC AS IN THE TITLE OF THE FURNITURE WHAT DO YOU EXPECT
But the one in your showroom was perfect? I THINK YOU SHOULD SEND PICTURES OF YOUR PROBLEM. NO THAT LOOKS FINE ITS HAND CRAFTED. Silly me of cause it is!

I know! I will send an email to the MD with photos. Phone call that very afternoon THE MD AND MYSELF (Personal Assistant Miss King so she says) who told me she checks all emails going to the MD and not to send him anymore, because she checks all his mail! AND WE BOTH THINK THE CONSUL TABLE YOU HAVE PURCHASED IS FINE AND THAT IS THE END OF THIS MATTER... But the shelf is 6mm shy of the legs on one side but touching on the other! IF WE SENT A REPLACEMENT WE COULD NOT GUARANTEE IT WOULD BE BETTER THAN THE ONE YOU HAVE!

With that sentence I was cut off.

Well that just about sums up my dealings with Jason Bannister's new empire OakFurnitureLand only to say buyer beware...
To return the item's within 7 Days will cost you £50.00 per item if they say the item is fine via email or phone that's it.
On looking at the very high volume of complaints about this company, I wish I had checked the internet first before purchasing

MB-R

After having an enjoyable time selecting an electric reclining chair, with an added bonus of it being significantly reduced when we came to pay for it... we walked away from the store happily looking forward to the delivery. We were really impressed at how quickly it was being delivered & on the day the delivery guys were pleasant... Why only a one star review you may ask. It had to be removed from the box to fit through the lounge doorway & as soon as I saw it I said "it's the wrong colour"
Fast forward an hour, we took a detachable cushion to the showroom to check the colour swatch... it only comes in 3 colours & ours wasn't even there. Eventually a salesman identified it as the 'old' version of the colour as they had previously had one on display. He then sent an email to customer services (ha) on our behalf. Speaking to a team member is when the problems started. As other reviews state, we forwarded photos etc even wanting us to assemble the chair, which I refused to do. After another extremely unhelpful conversation the next day, my partner once again went to the showroom. I had the brainwave of taking a photo of the material swatch next to the cushion, that would be all the proof they needed... surely.
Wrong. Another phonecall from them informed me that there had never been an 'old' & 'new' colour & it was just a variation in shade. I felt like screaming down the phone.
Another trip to the showroom to see if they could throw any weight behind our complaint, which apparently they can't as its a seperate entity, or something like that. My partner spoke once again to C/S who informed us that even if they did replace the chair, it would come in the same colour plus we would be charged for the pleasure. Eventually, it was agreed that we could have a refund & it will be collected without a charge. I only wanted the chair we had seen in the colour we saw, but am opting for the refund they begrudgingly offered.
Our downstairs space has been upside down with packaging, the chair plus our furniture that a charity were going to take away.
If you look online, it shows the Grayson range in Charcoal just as we expected... Not Silver Grey as delivered. Needless to say, I wouldn't ever recommend shopping here. The worst C/S I have ever had the displeasure of encountering.

I ordered dining room furniture (dining table and 6 chairs, 2 x sideboards, 2 x lamp tables and a coffee table) on 5th October 2020 and was given a delivery date of 11th Jan 2021. Shortly before this date we sold our existing furniture to make room for the new furniture.
Then nearer the delivery date we were told that most of the order was available but not the dining table and chairs. We asked to have everything else delivered, but were told that we would have to pay for the full order to do this - so we did. We accepted the new delivery date for the dining table and chairs which was 30th March.
Then today (26th March) we are told that the delivery date has now been moved back to 23rd April.
After the usual "we are experiencing an unusually high demand" on the phone line, It was confirmed that we couldn't have our dining table and chairs until the new date (remember, the order was placed on 5th October 2020!). I suggested that as this was all one order, I should cancel the whole order and ask them to collect the part order which had been delivered. I explained that I had a contract with them to supply a full set of furniture that they hadn't completed in the contracted time, and therefore I had every right to cancel the contract and receive a refund - I was told that I couldn't do that.
Wishing to be reasonable, I suggested a suitable compromise would be for them to deliver the 6 dining chairs (which were available and paid for) and temporarily lend me a dining table from my local shop until my table arrived in late April (or who knows when). This compromise was rejected out of hand by Oak Furniture Land. (Don't forget, we haven't had a dining table or chairs for months at this point)
What a wonderful experience this has been - be warned! Appalling customer service.