Oak furnitureland UK

My parents in their 80's and my dad is very frail from prostate cancer ordered two electric reclining chairs and a sofa for £3000 as well as paying for extended warranty an another few hundred pounds. My dads chair has stop working after a few months. My mum called them and they sent one of their surveyors out to look at the chair. They said that my dad had pushed the chair whilst it was in the lie down position and had bent the mechanism. Impossible, the chair is only in the lie back position when he is in it. He has to put it in the seating position to get out. He is too frail to move the chair at all, (incredibly heavy). No evidence we can see if anything bent. They said it's not covered by the extended warranty either. Shocking treatment of two frail elderly people. SHAME ON YOU. I will be talking to trading standards. You're saying it's bent, prove it to us as we can't see it. If it is then surly the chair is not fit for purpose if it can bend so easily and should be replaced. I can always drop the chair in to the MD's home in Cirencester (round the corner from where I am) to show him the crap he is selling.

Very poor customer service. The delivery and problem solving is zero. I wish i never ordered. Last time for sure.

@OFLoakfurniture very upset and disappointed jasmine settee split cushion and broken frame SHOCKING! After ONE WEEK delivery Oak Furnitureland want photos with coins you have got to be joking - this is what you told my sister her furniture was delivered last Thursday after a severe delay in your delivery promise - god help anyone who requires a Christmas delivery i dont think they can 100% rely on you, we were told 2 weeks and it took almost 2 months! And it is rubbish

Bought Alto dining table set. Started to crack after a few months. Oak Furniture land customer service immeadiatly tell you your at fault.
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.

So we ordered 4 items in September, for January delivery. This was cancelled by the company as 1 or more items were delayed, we were emailed for us to rebook delivery, first availability mid March. Complained on Facebook as couldn't get through on the phone. They kindly arranged delivery for tomorrow, 3rd Feb. Hadn't received a text to confirm timeslot for tomorrow, so called to be told it's next week! Hung up on, phoned back to be told they cancelled again as one or more items not available, a different one this time. No phone call, text, email or message again. Took our money in September, still no furniture! First time it was covid, now problems at the port. Clearly excuses, Oak Furnitureland joke of a customer service is the problem. Gave a review of 1 star as I couldn't submit with none!

Quite literally - it doesn't get any worse than Oak Furniture Land for appalling customer service.

When placing your order in store or via their website, the small print states that you are subject to a fine if you miss the initial delivery or wish to return an item. This (according to them) overrules the distance selling act and the fine will be removed from a refund if you wish to cancel your order the day before delivery or after the product has been delivered.

In our case, the fine was £40 for a £120 set of nested tables. Looking at the 17 pages of complaints about them on the moneysavingexpert.com forum shows this is less than the £50 some people have been charged for larger pieces of furniture or £150 for a table and chairs.

Their approach to this fine is callous and unsympathetic, with absolutely no ability to sway them according to your circumstance. In our case, we had a 6 day old baby and they were telling us the delivery would be at 7am. When I said this may mean we were too tired to miss the knock on the door, I was told it was company policy not to offer an option. After two frustrating and stressful phone calls with the delivery team, a manager overruled this decision and offered a PM delivery a week later.

I emailed the MD to advise their delivery policy should be amended for the benefit of good customer service, however 2 days before the new delivery slot, the MD's personal spokesperson phoned me to say the delivery had been cancelled and any ability to confirm an afternoon delivery was "not going to happen".

Terrible, appalling, awful customer service.

If my experience was based on just one bad experience concerning one delivery then fair enough but I have had nothing but problems with this company regarding most of the items on my order there incompetence at times has been embarrassing I have had to resort to being part refunded due to the 2nd replacement sofas being delivered with more damage than the pair they replaced!

It is fair to say based on my own personal experience I would not consider buying another single item from Oakfurniture land.

Update (06/05)
So I rang to arrange collection of the two damaged sofas for refund and I was informed that there will be a 30% charge applied against the footstool as that item was not reported faulty. This is a complete joke the amount of inconvenience this company have caused me with the time taken off work and still now they show little care to make things right. Despite speaking to her manager twice about the issues we had they were still not prepared to waive the fee. I spent close to £4000 with this company and I have had nothing but issues down to there incompetences. I have put a hold on the collection whist I seek legal advice.

I'd warn any potential customer to steer well clear of this monkey outfit.

Avoid was told this was natural after 30mins sat on it, have to pay to return, bloody joke, never again will I buy from this firm, what you see on the website isn't what you get

This is the worst company I ever had to deal with. 4 pieces of furniture ordered online and 5 different problems on top of paying 4 times the delivery and building fee of 100 £. First of all, apparently, the delivery of 6 weeks was expected as the furniture are hand-made but then it comes from Vietnam. So for 6 weeks, we had to live in an empty house without furniture. First item to deliver, the lorry broke down so a delay in the delivery (which was unfortunate but seems to happen quite often strangely). Second item, a leg of the table was already broken, and a new one was only sent over a week later because it had to come from Vietnam (no stock in the UK) and we had to fix it ourselves. Third item arrives on the expected date, no problem: Wow a miracle. Last item (a bedframe), one day before delivery, they called us to say sorry the delivery will happen a month later so it will be 2 months sleeping on the floor. Upon delivery, the slacks were the wrong ones, and now we need to wait an extra 2 weeks to get the correct ones. There is nothing that goes right with this company. But when you forget an item in your online basket, they won't let you go until you tell them you were just checking the website.
Really never again with them. No stock, no compassion, no decent delivery time, no compensation,...

Damaged coffee table on delivery and missing one of our tables. Had to reschedule redelivery for another day and only offered £50 in store credit (on an order we already spent £1,100 on). Customer service is a joke. And by the way,they only respond to Trustpilot, not phone calls or emails to customer service as I have learned. They dont actually care about customers unless you write a bad review here, so if you want anything to happen then dont bother with customer service...

Update 09/11: No surprises here folks, the rescheduled delivery with our missing and replacement items didn't turn up and we've sat in all evening for 3 hours wasting our time AGAIN. I had asked if a different time window was available since this was not at all convenient (5-8pm) and was told no because they route based on their own priority and efficiency, even when they've messed a customer about like this. It will be a fun call tomorrow folks! What a joke of a company.

UPDATE 17/11/23: Third Attempted delivery today and yet again the van turned up without our TV unit. Their Van drove from Swindon to near Chesham only to discover that yet again they didn't have the product. 3 Delivery slots over three weeks we've waited in, 9hours of delivery windows given up to these guys and the sheer incompetence is incredible. How they are going to stay in business when it will take them 4 attempts with a truck to deliver a product is beyond me. Is it possible to put minus stars...?
Rescheduled delivery now 27th November. 3 weeks later than the first attempted delivery date. I'll keep you posted...

ABSOULTLY SHAMBOLICK. Ask them to do something, like pass on a message to the right department, if unable to get through call back customer. Don't think so. If I did this in my Job I would have been sacked.

DO NOT ORDER FROM THIS COMPANY. We've waited 11 weeks for delivery of our bedroom furniture and have just found out a week before delivery that our bedroom furniture will not be delivered until 30th November - another 10 weeks away meaning we would have waited a total of 21 weeks. We've been living out of cardboard boxes and bin bags waiting 11 weeks for this delivery only to find it is going to take another 10 weeks. Absolutely disgraceful. Avoid at all costs.

Not once was it mentioned by Oak Furniture Land sales staff that if the sofa we selected wouldn't fit through the door of our home we would be paying 25% of the price of the sofa to return it. Not a word was said on this topic during our time in the show room or during the sale. Their staff should explain this with the customer before an order is placed both verbally and staff should highlight this in the contract before a sale is agreed. I highlight to you that our experience was not a word was said to us on this when we ordered our sofa. If we had been told we would not have placed the order. You need to know this as it can be hundreds of £ to return items.
Not once was it mentioned to us by their sales staff to measure our doorways and the sofa to make sure it would fit through the door. If it had we would have taken care to take the measurements of our doorway and the sofa we wanted.
My husband and I feel really ripped off as there was zero customer care to ensure the product was suitable for our home. No advice given on size and how it may struggle to fit through a standard doorway. No advice given on how to ensure the right sofa was selected. No advice on measuring. And zero transparency on high costs of returns.
Once Oak Furniture Land knew the sofa was not a good fit for us no alternative solutions other than leaving it in our garage or sending it back at a huge cost are offered.

This is not an honest company - BE WARNED: they are quick to take your money and then you wait forever for your goods. We ordered two expensive items from Oak Furnitureland on the 1st May 2021. One of the items was delivered only after 6 months, the other item we are still waiting for nearly 10 months later. Repeatedly get messages fobbing us off with excuses saying goods delayed due to COVID etc etc - but yet we ordered sofas etc from Marks and Spencer and got the goods in 7 days. Now we have had a message saying that our second item from Oak Furnitureland that was ordered on the 1st May 2021 will not be delivered till after May 2022 - more than 12 months after ordering it. And I still don't believe it will be delivered in May 2022! I have lost faith COMPLETELY in this company and don't trust them as far as I could throw them. My advice to you: go to Marks and Spencer or John Lewis - you will regret you ever bought anything from Oak Furnitureland! Sorry but they deserve to go bust!

I was planning to visit Oakfurnitureland on my day off but I wanted to check the cost of delivery on the website before. I added an item to the basket and made my way to the checkout page as its the only way to see the cost of delivery. You had to put in your email and phone number first. 10 minutes later I get a phone call asking me if there was a problem because I hadn't completed my order. I didn't mind the call because I half expected it. I explained it was just to check the postage and I would visit the shop on Sunday. About 2 hours later I get another call telling me that they can see I visited the website and were still trying to sell me something. I explained I will come and see on Sunday. Next morning another call. I said look this is becoming a joke now, stop bothering me. Ok we will take you off our list. 6 phone calls later and they finally got the message. I did end up going to the shop and within 5 minutes I realised that although the items are all hardwood they are all very flimsy. All of the tops on the chest of drawers are extremely thin and cut out on the inside to make it still appear like its a thick solid piece of oak from the outside. When in fact it's extremely thin.

Horrendous! I ordered a corner sofa and an armchair from oak furniture land. The corner sofa came in 5 segments but one segment was in the wrong colour. I rang customer service which involved a 2 hour phonecall, where I had tosend pictures of each segment via email so they could see which piece was incorrect, I was told that I'd have to pay another £40 for delivery or it would be 6 weeks until I'd have the incorrect segment swapped, I asked for a supervisor at this point who waved the fee and assured me the correct piece would be delivered the following week. I took another day off work for it to be delivered, but the same segment came in yet again the wrong colour. Back to customer service and another 2 hour phonecall, the on hold time is crazy! And eventually on the third attempt I had a complete sofa. But the armchair had to come yet. So today I took my 4th day off work for the armchair to be delivered but, and there's no prize for guessing, it also came in the wrong colour and was taken back. So I had to again phone customer services which involved two one hour phone calls this time. And I eventually just asked for a refund on the armchair stating that I'd rather give that money to another company. The customer service was terrible the people were mannerly but they seemed make mistake after mistake, ordering the wrong piece after confirming what I needed repeatedly. The corner sofa I have is fantastic but the hassle I went through to get it was unbelievable.

Paid £99.00 for their premium delivery and took a day off work. They sent the furniture to the wrong adress and then told me I would have to book another delivery date.

I have purchased nearly £3000 in furniture including the 5 years insurance and with no surprise before the 5 years needed to action on the insurance after having problems with my dining chairs.
After a long process had the replacement approved by HFR. For my surprise, they said because Oak furniture doesn't manufacture the same chairs, they could no replace it, instead, they offered a credit, which is enough only to cover 4 chairs!( I originally purchased 6 chairs, but somehow when the calculate the claim- still waiting to hear how does that works- you end up with a bill of over £240 if you want to replace the 6 chairs).
After long discussions I just got tired of waiting for them, so I paid the amount to replace the chairs and I was told that Oak furniture would be contact me shortly to book a delivery. I genuinely thought that would be it. But for my surprise it has been three weeks that no one have contacted me. Every time I contact HFR they said they have done they bit. Every time I contact Oak Furniture Land they say they are waiting to be contacted by HFR. I am in the middle of them just feeling I have been taken for a ride. No one can give me any further information. Always with the same excuses. I wouldn't recommend them to anybody and please be ready for a long wait - with so signs of getting it ready if you go ahead and buy from them. P. S I am still waiting to hear from them!

I have had five tables in under a year
The quality of all have been so bad the last 3 were not even taken off the lorry! (due to damage to the underside of the tables)

The photo says it all 4 months old Clayton sofa do not buy
Anything they will not help you poor quality
For the price you pay won't get my money
Ever again

We were told by the salesman that they will put the furniture anywhere you want them to. They came in and just went to plonk it in the passage and leave I said to them could you put it in the bedroom please they went it's not our place to. They could see my husband wasn't a fit healthy young man.He's in his late 70s and has Parkinson's and Dementia I explained this and the taller man went were take it to what room you want and take it out the packaging which they said that don't normally do.We were told by the salesman they do. Anyway we gave them a heavy tip to then come out to our front garden just to see all the packaging covering nearly the whole front garden we asked if they could take the rubbish as we had no way of removing it ourselves straight away it was no it's not down to us so it would be very helpful if Oakland staff were told to let all there customers know that they don't put furniture where you want or remove packaging or take packaging or at least offer a choice to the customer to have the option to pay towards taking away the rubbish.

Bought furniture from this lot for delivery in November. Three days before delivery they e-mailed to say it was delayed until January. E-mailed them that wasn't acceptable and got a call to say they would try and re-schedule. Called back and re-scheduled for 22nd December. Just had another e-mail to say they cant deliver.
WOULD NOT TOUCH THIS COMPANY WITH A BARGEPOLE. UTTERLY USELESS.

Bought 3 sofas just over a year ago. One has fault with foot ongoing since purchase. They won't respond to my communications at all. Avoid this store!