Name: Oak Furniture Land
Address: DC2 Viscount Way, Swindon
Rating: 3.83

“Delayed delivery by nearly a month and on the day of delivery told me it had been delivered when it hadn’t and no contact to say when it will arrive, having taken a day off work. Extremely poor service and wish I’d gone elsewhere to buy my furniture, they are quick enough to take your money but can’t look after their customers, won’t be purchasing from them again.”

Helpful Report

Posted 2 years ago

“Where do I begin?? Apart from the worst customer sevice, waiting for hours on phone and poor quality goods... I still havent received a refund.. many hours wasted trying to get through and no answer... left a review on Trust Pilot and was told they would be in touch to resolve. ... this still hasn't happened surprise surprise... Please be warned ... do not buy from these people.”

Helpful Report

Posted 2 years ago

“I have previously posted about failure to deliver goods ordered in April 2022. We fought to get a refund, which we managed in part in January 2022. They refused to give a refund in full until they collected the two bedside tables that had been delivered late in 2021. These tables were collected on 27 January 2022 - we are still waiting for our refund. This company has been the worst we have ever dealt with (apart perhaps from Everest, but that’s another story). The customer service is non-existent. Every email attempted is bounced back. Our account record has been altered to remove their failure to deliver and has now no mention of the returned goods. In short there is no option that allows me to follow a query regarding failure to refund. Why is this company allowed to continue treating customers in this shoddy manner. I have repeatedly waited on the only phone line 0800 440 2254 to no avail. Currently waiting and the time on the phone is 1 hr 22 minutes. Take my advice and DO NOT BUY FROM THIS COMPANY.”

Helpful Report

Posted 2 years ago

“The worst company I have ever in dealt with. Been waiting for my order since beginning of January taken two days of work because of mistakes they have made and over 6 hours on hold trying to resolve the issue. And currently writing this while on hold again to resolve the issue. Currently 43 minutes on hold and phoned at 9 when customer service phone line opens. Absolutely shocking service. DO NOT EVER USE THEM.”

Helpful Report

Posted 2 years ago

“Avoid, avoid, avoid!!!! I placed an order for an oak dining table, 6 chairs and 2 lamp tables in July 2021. I wanted the dining table for Christmas and delivery was scheduled for 29 November. I then received an email on 18 November to tell me there was a delay with my order, due to the pandemic, and that my order would now be delivered on 25 February 2022! (7 months after I’d ordered and paid). So that messed up our Christmas dinner plans for a start! Fast forward to February 2022 and I was expecting my order to be delivered on the 25 February. Yes, you guessed it …. I get another email, this time just 3 days before the delivery date, to tell me of yet ANOTHER delay (again due to the pandemic) and advising me to log into my account and book a new delivery date. I logged in to find that the items hadn’t even been shipped yet and the earliest delivery date is now 20th September 2022 – a whole 14 MONTHS after I ordered and paid for them. So, by the time I get my goods (assuming of course that they do come in September, and I don’t get yet ANOTHER email advising of a delay), Oak Furnitureland will have been sitting with my £1500+ in their bank account for well over a year. Now, multiply that by however many people they’ve messed around and let down over delivery dates. Something smells a bit fishy here – if this company isn’t in trouble now then I think it soon will be. I have now cancelled my order so that I can get my money back now before they go belly up! Mind you they don’t make this bit easy in the slightest – 3 times I had to ring, each time I was on hold for over 30 minutes before getting through to an adviser that asked for my name and order number before telling me they couldn’t process cancellations as they didn’t have the authority. So, each time I was then transferred to the cancellations department. Twice they hung up on me, the third time I eventually got through and I couldn’t cancel fast enough!! While I was waiting I ended up reading other reviews of Oak Furnitureland, none of which were very good (re the quality of the goods when customers do eventually receive them). I’m so glad I’ve cancelled - there was no way I was waiting for 14 months for poor quality goods to rock up!! My advice is to avoid and go elsewhere for your furniture, somewhere that doesn’t repeatedly let you down and has better reviews and better customer service.”

Helpful Report

Posted 2 years ago

“It's all been said in previous reviews so I cannot really add much to the negative views about OFL's customer service. What I find incredible is that the Company...... when faced with such overwhelming negativity.... appear to do absolutely nothing to improve the service that they offer. I will give a quick resume about my experience in buying from this awful company..... We ordered a coffee table that stated could be delivered in 5 days on the website. There was also a strip along the top of the page that said Special Offer that day of an extra 5% deducted off of total price at checkout. So.... we added the Coffee table to our basket and moved to checkout. At that point we had to select a delivery date but instead of 5 days the earliest date they could deliver was around 4 weeks away. Bit peeved but OK...so we selected the first possible delivery date and paid an extra £9.99 for something called "Door Step Delivery" As we went through the payment process, it was obvious that the 5% was not going to be deducted. OK...only a small amount but why offer it if it doesn't really exist or you have no intention of honouring it? After the order was confirmed I spent several hours trying to get through to Customer services over the next few days trying to get my 5% refund.....but the phone was never answered..so I gave up and emailed them instead. A reply arrived about 7 days later informing me that no such offer existed on the day we made our order. Hey Ho. So anyway, the day of delivery approached and a text was recieved giving us a three hour time slot on the allotted day. Well, the delivery was indeed on time and on the correct day. The delivery men quickly shoved the huge box through my front door and into the hall with the comment " Have fun unpacking it" and with that they were gone. Upon closer inspection of the carton I quickly realised that the item was not what we had ordered . It was a corner TV unit and not our coffee table. The lorry had gone by now...so all I could do was ring Customer services....and you know what that means don't you. No answer again, despite several attempts. In my cunning mind I hypothesised that if I opted for the Sales line option and not Customer services I might get an answer?....and do you know what?....I did....within around 30 seconds of ringing.....so no surprises there eh? However that was the only bright spot as after telling me that he was in sales and that he had no way of sorting peoples order problems out. At this point my voice started to rise a few octaves and I told him to get a manager or somebody who could deal with my problem. He said he would see what he could do. A few minutes later he came back and said he had sorted it and we would get our coffee table but not for another month as this was the earliest delivery date available....and.... wait for it......we would have to keep the huge Box containing the wrong delivery until they delivered the Coffee table in a month's time. The box virtually filled our hallway and blocked the stairs and being solid wood was far too heavy to move anywhere else. He also said that the delivery lorry couldn't come back today to swap the boxes as apparently our coffee table was NOT on the lorry anyway. It was at this point that I totally lost it and told the guy that this situation was wholly unacceptable and demanded to speak to his Manager. He put me on hold again and a few minutes later came back and said he was transferring my call to the "Upper Echelon tier" of Customer service and that they would answer me within one to three minutes. 25 minutes later I was still waiting for somebody to answer... but...to my surprise and delight I saw the delivery Lorry pull up again outside my house. Without any help or contact from the company they had realised their mistake and DID indeed have my coffee table on the lorry and had delivered the wrong item earlier. They apologised for their mistake and swapped the boxes over. When they had gone I returned to my lounge and the phone was still unanswered cheerfully playing some non descript tune while on hold. So....as it happens things worked out for us OK this time.....even though the scenario could have been very different and a lot worse. The fact that we would have to have kept somebody else's huge box blocking our Hall way didn't appear to bother them one iota! The Coffee table is nice and it is undamaged...so all good on that front. But....what a woeful company OFL are. You would think it would be in their interest to improve their customer service and give customers some sort of confidence in the purchasing experience they go through. The bit where they get the money off you is a seamless and straightforward experience......no surprises there then! After that though the company appears to abandon all customer care and timely help. This creates a feeling that they are cynical and totally without morals. I seriously wonder how they are surviving in the face of such negative customer experience reviews. Please OFL....do yourselves a favour and invest some money in staff training and recruitment to improve the service you provide. You come across as money grabbing and uncaring, which in this day and age is surely not an image that you wish to project. There are lots of other companies fighting for our custom who quite frankly offer a far better and professional service. Having now read other customers negative testimonies about their experiences I can categorically say that this is the one and only time that I will be ordering anything from you. Thinking back over the years, your reputation was never as bad as it now is which is a shame. What on earth has happened to you? But It goes without saying that the current way that you are running your business leaves me no alternative but to advise future potential customers to give you a wide berth and avoid your company at all costs and spend their hard earned money elsewhere”

Helpful Report

Posted 2 years ago

“I had a 5 week wait for my dining table and chairs, which isn't unreasonable as far as furniture goes. After arranging a day off work, I get a text late the day before to tell me there is an issue with the delivery and to immediately ring customer services. That was 2 weeks ago and I've spent over an hour on 3 separate occasions and another 40 min today trying to get through. Endless hold music and I've no way of getting a refund on my £1200 and no way of speaking to anyone. Absolutely would not recommend this experience to anyone.”

Helpful Report

Posted 2 years ago

“Your customer service is abysmal. We tried to call to say the promised discount had not been calculated at the check out (on line) and gave up because the phone rings endlessly. The item ordered was delivered (minus the discount) but the wrong item was left on the first attempt - unable to get a reply on the customer service number - called sales and answered straight away - was told item would not be delivered till 10th of April which meant an enormous box in the hall (wrong item) would sit there for 4 weeks but that customer service 'management ' would call. There was never any call - but the delivery guys returned to say they had left the wrong item and ours was still on the truck - so they swapped. I think the annoying thing is NO response from customer service but sales answered in less then 2 mins.”

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Posted 2 years ago

“If I could give no stars I would! Yes, the photo below should have been a picture of our brand new 10-12 seater oak dining table and chairs, ordered early January. Oak Furnitureland emailed us on Saturday 5th March to confirm delivery for Monday 7th March, as agreed at time of purchase. Sunday we removed old table to make room for the new delivery. Received email early morning 7th March to contact Oak Furnitureland URGENTLY as there was a problem with part of the order. We rang them URGENTLY ( as requested) and spent several hours waiting on the phone, No answer, tried to raise an online enquiry on their website, no good, it directed us back to the customer service line, yes the one they don't answer. Tried to ring again on Tuesday and today - no answer. I rang their Sales line this was answered almost immediately but they can't help with after sales! Clearly quick enough to answer the sales line as they are more interested in taking people's money that they are in fulling their contracts AND actually delivering the goods! So, here we are, no new table and chairs, no way of speaking to anyone, and now having to resort to using our 2 seater caravan table! Why is it our responsibility to contact them when the delivery THEY were responsible for did not happen? Why can't I speak to someone to find out what is happening? Absolutely appalling customer service! Now at the point that I want a full refund. I have no faith in this Company! Thankfully, we did not also buy the three piece we were also looking at or we would now be sat on the floor! I have written to their head office with a letter of complaint butI won't hold my breath in the hope of a quick response. So be aware their after sales service is atrocious. Now to battle, to try and retrieve our money as they have broken their contract with us.”

Helpful Report

Posted 2 years ago

“If we could give no stars we would. Worst company we have ever had the misfortune to deal with. In keeping with many other reviews we ordered furniture in September 2020 with a delivery date of December. One item was in stock so was reserved for us and the other was due in December. Close to this delivery date we received an email advising a revised date of February 21st. Close to this we received an email advising another delay until March. One week prior to this delivery we received a time slot. At 6pm the night before the 0930-1230 delivery we received a SMS text advising another delay and asking US to contact THEM.”

Helpful Report

Posted 2 years ago

“Ordered 5 items in Oct 21 with delivery promised in December. Delivery date cancelled and rescheduled twice with 4 items finally arriving in Feb 22. The final chest of drawers is still awaited: March delivery now postponed to April but I have Low confidence this will be achieved. Oak Furniture land takes your money and make you wait. Quality of items delivered also poor: finish does not match the showroom products with rough edges which even give splinters. Drawers are difficult to open and go not slide easily. Shop elsewhere.”

Helpful Report

Posted 2 years ago

“Absolutely without any doubt the worst customer service I have ever had. Now 30+ weeks from point of order and still no answers on final part of my order. My order was overdue and missed first agreed dates in December 2021 which I accepted due to the impacts of covid. It was then rearranged for delivery mid February, again no show and text message on the day during agreed timeslot to cancel. Rearranged for delivery on the 5th March, two out the three items delivered along with an item I never even ordered. No calls back, no communications, can't get through to them on calls as on hold for hours and I mean hours at a time. No answers through Facebook messenger. Goods that were delivered had offensive graffiti written on the box which 9 year old daughter saw. My agreed 5% compensation not applied in December, further 15% compensation not applied in February. Looks like a 3rd new order has been raised by them on the online account for the missing item of furniture.....so is this another 12 week wait? Who knows! Absolute shame as you can not fault the quantity of the furniture the product is top notch like all my previous order, however just to reiterate, the customer service is the worst I have ever had. All of my comments are fact and can be backed up with photographic evidence and proof. On this occasion they don't even deserve one star!”

Helpful Report

Posted 2 years ago

“If I could Do a minus score I would As Far as I’m concerned you are a disgrace of a company and will never use you again”

Helpful Report

Posted 2 years ago

“We ordered some new furniture look n November 2021 with a lead-time of around 7 weeks. Our original February delivery slot had to be changed to 16th March as they were having trouble getting the goods in, now the same thing has happened again and the delivery is hopefully due in April now but who knows!! I appreciate things are difficult at the moment but they are still advertising a 4 week delivery time on their website. When ordering I would take into account a 24 week delivery minimum.”

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Posted 2 years ago

“I ordered a bed in March 2021. It still hasn't arrived.”

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Posted 2 years ago

“Ordered our sofa & chair 18th February 2022, was told delivery in 7days as advertised on the website, I explained to the sales assistant I was going into hospital for an operation & would need it to be delivered he told us there were 2 in stocks & 1 was allocated to us, supposed to be delivered yesterday 4th March, husband took day off work, no email or text from them to say it wasn't coming, rung customer services after 30mins waiting & was told it would now be delivered 24th March (which I can't see happening after reading all the bad reviews on Trust Pilot) we are now left with nothing to sit on and my operation coming up, I don't know what I am going to do. I have just started compiling an email to Watch Dog to make them aware what they have done to hundreds of us. If only we had seen all the appalling comments about this company. Please don't believe the 7 day delivery advert,it's just to get your money & then they couldn't care less. Avoid at all cost”

Helpful Report

Posted 2 years ago

“Been waiting over 6mths for my sofas to be delivered had 3 delivery dates now of course the company are blaming covid will never use these again going to get a full refund other companies are managing to deliver on time”

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Posted 2 years ago

“Absolutely appalling client services. Just called number, waited 45 minutes to be picked up then transferred to cancellations who answered after a further 5 minutes to simply say hello and her name Amy then put phone down. Will never deal with this company again once i have cancelled my order.”

Helpful Report

Posted 2 years ago

“SHOCKING CUSTOMER SERVICE DEPARTMENT! We’ve been told constant lies and all they can say is ‘I don’t know why you’ve been told that’ We cancelled our original order on the 01/02/2022, and reordered an item with a discount code. Unfortunately the card we originally paid on expired so the refund couldn’t go through. We called them on 09/02/2022 and provided our sort code and account number over the phone. After receiving no refund we called again but we’ve been constantly faced with 50+ minute wait times so we emailed our bank details on 15/02/2022. We received no reply or refund so called again 17/02/2022 to be told we needed to provide identification, why had we not been told this before? Only when we had chased them? We provided ID the same day. On Tues 22/02/2022 we called chasing our refund to be told it was processed the day before but the card details were expired. Yes we knew that, that’s why we provided our SC and AN. When she realised, she said the refund would be processed that day. We called again Fri 25/02/2022 to check the refund had been proceeded to be told it was done on Wed and would be with us no later than the following Wed (02/03/2022), so not Tues like previously stated. We are now on Thur 03/03/2022 and still no refund of £650! I called again to be told the refund would be with us no later than the following Monday, another 5 days! After giving an arm and a leg to speak to a manger, I was told that all refunds are processed on a Wednesday and it was done yesterday. So I was lied to when I rang and was told the refund was done the day before (a Tuesday) and lied to again when I rang on Fri to be told it was done on the Wed 23/02/2022. The manager couldn’t explain why I had been told all this incorrect information. I’d just like to add that their website T&Cs states: 9.11 We will make the reimbursement without undue delay, and no later than 14 days after the day on which we are informed about your decision to cancel the order. This clearly hasn’t happened now we are well over 14 days and they have done little to resolve this situation other than a ‘sorry’ which I don’t think is good enough for the amount of time and hassle I’ve spent trying to get MY money back. Oh and to add, I still haven’t received any replies to my emails, including the one on the 17/02/2022 which had a complaint attached to it… SHOCKING!”

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Posted 2 years ago

“We ordered a sofa back in Nov 2021 with a delivery date of Feb 2022. The delivery has now been cancelled twice. It is impossible to get a reply on the phone ( been queing for over 2hrs) There is no email address or contact form, even though there is a link to one it just takes you back to the same phone number. Had to go back to the store for them to check on the order and have been told it is now for delivery in Septmber 2022. I still cant get in touch with anyone to cancel the order. Avoid this place and go somewhere else.”

Helpful Report

Posted 2 years ago

Oak Furniture Land Reviews