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

“Ordered our new modular sofa on 7th January 2023, with an agreed delivery date of 15th of May 2023. 3 hour delivery slot moved to 3 hours later on the day but no delivery, no phone call and no email. I ended up calling customer services as I needed to collect my child and didn’t want to miss my delivery that I had waited in all day for. Really disappointed. My order best be perfect when it does finally arrive.”

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Posted 1 year ago

“Purchased some wooden furniture and the solid wood coffee table cracked after a month of use - spoke to customer services who came out to view the damage. As I was having windows fitted the same day as the inspection, to avoid the inspector getting in a room of dust I moved the coffee table from my lounge to my conservatory so he did not have to deal with both the noise and the dust. After reviewing they claimed the crack was caused by general wear and tear and they could not offer a replacement! Completely unacceptable and now they are saying its due to the coffee table being in a conservatory which has too much light when I clearly just moved it there for ease of inspection! Did not listen to what I was saying to them and now I have a £400 cracked coffee table and no replacement, an absolute joke. Whatever you do, do not buy from this store - furthermore do not get pulled into purchasing the extra cover / warranty as I paid for this and they still have not covered the faulty coffee table. I spent a lot on furniture with them and would advise everyone to avoid this company.”

Oak Furniture Land 1 star review on 11th May 2023

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Posted 1 year ago

“Worst company ever when my order finally arrives one item had some kind of woodworm in it and was still alive wrapped it back up and rang them .they didn't want to know I had a right struggle getting it picked up and money back. never again”

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Posted 1 year ago

“Worst Experience - I ordered a 3 seater recliner sofa and they sent me a faulty one . They were quick enough to send me an incompatible replacement sofa (2 right side sofas) with missing parts like legs and screws. I gave up and asked for a different colour one the wait time was 4 months + , when the delivery date arrived they created a Drama that they couldn't locate me and rescheduled my delivery to the following week , then they further delayed by a athoner week as they package did not arrive to the depot . not sure how can this happen when then missed a delivery 2 weeks before . The Dining table chairs that i received turned out to be faulty in 4 months of usage . we can already feel the wooden edges . Total waste of money”

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Posted 1 year ago

“Sam and mike who delivered my sofa today 28/03/23 was great they did a fab job they are a credit to oak furniture land many them to both of them”

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Posted 1 year ago

“The issue that I have experienced was: I ordered and paid for a Carrington Storage Footstool in Biscuit fabric to go with a 4 seater and 2 seater sofa I had purchased in August 2020. The store told me I couldn't have the footstool at the reduced price if I purchased it with the sofas as it had to be in the last 12 months. So on the 30 January 2023 I paid the full price of £369.97 and was told by the store that they had one in stock so I would receive it within the next couple of weeks. I received a text on the 30th January to say that an earlier delivery slot was available and to book on-line. So I booked for the 9th February and then received a text on the 8th February to say the delivery had been delay and would now have to wait until June. Fed up of waiting I phoned customer service today 14 March 2023 to be told it has been discontinued! I expressed my concern and asked to speak to a manager. I was put through to a manager who said I had two options available to me, a replacement of the footstool but it wouldn't match the set I have or a refund. The refund will take 5 to 8 days. It occurred on: 14/03/2023 This meant that I can't believe they left me waiting, what were they going to do when the June delivery date came around? It is the whole attitude that annoys me more, it is appalling customer service and they just don't care. To day that I am disappointed would be an understatement.”

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Posted 1 year ago

“I am absolutely disgusted with Oak Furnitureland. We ordered a module corner sofa on 16.10.22. We paid for premium delivery for -24.2.23. 18 weeks we have waited. On Tuesday 22nd February they confirmed our 3 hour delivery slot for Friday. On Wednesday evening I was emailed and told parts were not available. They told us only 4 out of 5 parts of the sofa and I will have to wait another 15 weeks for the order and they have cancelled my delivery. How have they only just discovered there is a piece missing the day before delivery? They had our money for 20 weeks. We were offered no interest on the money and only offered a discount if we reordered and waited a total of 33 weeks for delivery which was not guaranteed. They are a law unto themselves and can do what ever they want. They are not part of any ombudsman group so complaints are pointless. Avoid at all costs.”

Helpful Report

Posted 1 year ago

“12th January 2023 - Ordered sofa in store via a store colleague - payment made of £1369.98 27th January 2023 - Sofa delivered. On inspection when unpacked multiple damages found on sofa and contacted Customer Services immediately to complain, Customer Services arranged for a replacement sofa to be sent out to us on 6th February 2023. Also received no 30 minute phone-call to alert us of delivery being iminent which is also a promised service included in the delivery charge that we paid (£69.99) 6th February 2023 - Second sofa is delivered - again without a 30 minute phone-call. During process the delivery drivers damaged the wall of our rental property. We then unpacked and inspected the sofa that same day and again found significant damages across all parts of the three piece suite again. Called Customer Services again but no answer so followed up with an emailed complaint. 7th February - Received a phone-call from someone called Amy who assured me that they would arrange for a third delivery of the sofa replacement (arranged for 23rd February 2023) , and that to avoid any further losses of earnings from our perspective (due to having to take an unpaid day off work to receive the second delivery) she would arrange for the items to have an extra quality check before delivery to assure of no damages or further wasted time and money on our end. She also assured me she would be phoning the delivery drivers the morning of our next delivery to make them aware of the situation so that extra care could be taken, and assured she would also phone me after the delivery to check how everything had gone. 23rd February 2023 - Again no 30 minute notification phone-call from delivery drivers to say they were near, I saw the drivers arrive, paused outside my drive in their van, and promptly drive off. I then minutes later received a phone-call from Head Office to say the drivers could not deliver as there was nowhere for them to park. I explained that my driveway was empty and that I had seen them drive past and asked for them to be sent back. Head Office called me back another five minutes later and told me the drivers were refusing to deliver as they did not think they could fit onto the drive. The person on the phone confirmed that the company uses delivery vans of the same size and model, so when I asked why they could not deliver it she simply said ‘Sorry but they are just saying they can’t do it’ and asked if she could rearrange the delivery date for me. I then called customer services again, was put on hold for 25 minutes, and then complained again with the reference number as included in this complaint form, and was told they would chase the drivers and ask them to return to my address to deliver. She confirmed she would call me back and nobody phoned back. One hour later, again with still no phone-call to make me aware, the drivers knocked on the door and attempted to deliver the sofa. I was stood in my hallway waiting for them to unload and I heard them say ‘Oh she can surely wash those marks off’ so I went outside and could see before they had even fully unpacked the sofa that this one was also damaged. I asked the drivers if they had received a phone-call to make them aware of the situation and the poor service we have so far received and they said no, nobody had made them aware of anything. I then asked them if the wrapping looked like it had been double-wrapped or had an extra quality check (as I was also promised both of these) and they confirmed that no this looked to be a standard quality in terms of the wrap and the quality checks. I then told them that this is not the service that was promised to me and that as I could clearly see damage on that sofa there was no point them bringing it in and swapping it for my current (also damaged) sofa, as I do not want any further damage to my property. They said they would take pictures their end and upload these for relevant people to see and deal with, and took the sofa away with them on leaving. At this point I then wrote a further complaint to Oak FurnitureLand & called their Customer Services to verbally follow up, at which point I spoke to somebody and requested that a Manager calls me, to which this still has not happened. I also never received a follow up call as promised by Amy, and I am still without a sofa of the quality standard that I paid £1300 for and the entirety of their customer care and goods standards has been absolutely shocking. I also told customer services I want to discuss the costs of the two unpaid days of work I had to take off to receive the two replacement deliveries, as well as the third one I will now have to also take off work for the next delivery (of course I did not expect reimbursement for the initial delivery as it had been my choice to order the sofa and receive the initial delivery on this date). When I asked this the lady on the phone simply said they can only work within 5% and that will be discussed once my sofa is replaced and sorted! Which is not good enough to cover the three unpaid days off I have taken. Over 6 weeks on since they took my money and this is still not resolved”

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Posted 1 year ago

“Still waiting for delivery been orders since 9th October 2022 suppose to arrive today 22nd February between 12,30 and 330pm nearly 2 hours late still waiting really disappointed with you”

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Posted 1 year ago

“Awful!! Delivery made. Missing the main item a table. 2 attempt. Table wasn’t on the van…3rd attempt for a delivery. Nothing. No phone call. Nothing. So I’m now going to have to chase again re arrange another delivery. Absolutely shocking service.”

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Posted 1 year ago

“The delivery service and customer support is worst. never ever buy this Delivery day 1 - Waited at home with 3 hours slot and received text that furniture was not being delivered. No explanation. Customer services advised a new delivery date. Delivery day 2 - Waited at home. No delivery. Called customer services who said there is no info space for pack the van. Delivery rearranged. do i need to buy parking place for there van ? this is worst service ever seen in the UK.”

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Posted 1 year ago

“I’m a 72 year old widow who lost my hubby January last year and had to sell my home. I bought a new home but none of my old furniture fitted. As I had not bought any new furniture for 20 years I was so looking forward to buying new. So I was delighted to walk into Oak Furnitureland on the 11th October 2022, as I was under the impression they were a top retailer. But I was so wrong. The order had to be split because of different delivery dates. So the first arrived on 3rd Jan. But my 2 seater Hampton straight back sofa was covered in filthy marks with huge indentations. I wouldn’t have bought it in a fire sale. I found it insulting that they thought I would accept it. To their credit they replaced it immediately. I should have received a nest of tables but was informed they were out of stock even though they were ordered in October. My 4 seater Hampton scatter back was delivered on 18th January. Again order wrong. They delivered the wrong cushions and some were missing. Back on the phone again for ages. Having to send more photos. Having to convince someone from customer service what duck egg blue looked like. Unbelievable. Eventually contacted customer service again and thought they were sending the correct cushions. 2weeks later wrong cushions arrived. What should have been an enjoyable time has turned into a nightmare. Wasted another 20 minutes trying to get through to customer service today before giving up. So far it’s taken them five attempts to deliver my order which amounted to £4358.92 and it’s still not right. This was a lot of money to me and I wanted good quality furniture which was going to last me. Instead all it’s given me is stress. Once they get it right the furniture looks good and is good quality. But their warehouse just can’t get it right. Even the delivery drivers were making comments. I did eventually receive the nest of tables on the 25th January and was delightedly surprised they were ok. Just a terrible length of time to wait for 2 small tables. I would never recommend anyone buy from this retailer. Have tried to upload pics to show what’s wrong with sofa. But tried 3 times and it wouldn’t upload. Just more frustration.”

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Posted 1 year ago

“Issues with our brand new sofa , replacement within a few days , thank u to customer services and also to the two delivery guys (1.2.23), they were very helpful, even checking the other sofa and altering it , it had not been fitted properly by the original delivery guys”

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Posted 1 year ago

“if I could leave 0 then I would for this company. Ordered extending dining table and 10 chairs at the end of October 2022 after 4 tables being sent up to January not one was in good condition! Every time the new table arrived we asked for them to be quality checked, which they were supposed to be and not one arrived undamaged. So we were continually messed around had to keep a damaged one for Christmas but still no joy! I can't find where to complain . The last set of delivery drivers were quite rude and obviously didn't really want to bother with the table as they found all the faults before off loading stating that the tables were just 'too heavy' and got dropped by the staff who were on minimum wage and couldn't be bothered! Well what does that say about such a large company?”

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Posted 1 year ago

“I bought a corner suite. >£3000. Paid >£300, for a 5 year guarantee. I was given 2 leather protection boxes. I was told, I would receive an other 3. So 1 year on. I went to collect the 3 boxes. I was told by the manager that I was only entitled to 1 box. If so why was I given 2.out off decency he gave me 1 box. I'm slightly annoyed, that staff are telling lies, I would think twice before buying again. I'm happy with the items I have purchased before.”

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Posted 1 year ago

“I'm writing this on behalf of my mum who had the worst experience I've ever known with Oak Furnitureland. She ordered a sofa, chair, dining table and 6 dining chairs. The delivery service and customer support she received was an absolute joke though. Delivery day 1 - Waited at home and at 3pm received text that furniture was not being delivered. No explanation. Customer services advised a new delivery date. Delivery day 2 - Waited at home. No delivery. Called customer services who said there had been a miscommunication between customer services and depot. Delivery rearranged. Delivery day 3 - Chair and table delivered, BUT only 2 dining chairs were missing and delivery drivers refused to deliver the sofa due to lack of lift (which had been explained multiple times upon payment for the sofa). The unprofessional delivery guys unhelpfully said they felt 'stitched up' by being given the job. On contacting Customer Services, the customer services manager promised to call back. No return call from manager, and when she asked for him again mum was told he was 'too busy to call, and would be busy all week'. Instead of speaking to the manager, the advisor told mum to choose an alternative sofa. She ordered a new one, and delivery date was agreed for new sofa and two missing chairs. Customer services the advised separate delivery dates for missing dining chairs and sofa. The second of these dates were not possible, this delivery date was rearranged Delivery day 4 - Sofa delivered but not the missing dining chairs - this was booked in Delivery day 5 - No show. Received text at 9.15am to advise that delivery would not arrive due to 'driver shortages'. Rescheduled for following day. Delivery day 6 - Mum called customer services in the morning and was told she was 'next on the list'. She proceeded to wait all day with no call back from customer services, until finally being told in the evening that the chairs had been 'sent back to the depot'. Delivery rearranged again. At this point customer services assured mum that the manager was loading the delivery himself for the next day's delivery... Delivery day 7 - No delivery. Rearranged for following day Delivery day 8 - Missing chairs finally delivered and order complete You know how frustrating it is to wait at home for a delivery when you only have a vague window of timings? My mum waited in 8 times! She's self-employed as a cleaner and carer, and on each of those 8 days she didn't get paid for work, and the people she cares for had to find alternative care. It was frankly appalling that she was put into this position. Now I'm not a 'Karen', normally I'm far from it. But this is 100% the worst customer service and delivery experience I've ever heard of. My mum was looking forward to treating herself to some new furniture, and she appreciates that sometimes things don't go right. But five days of no-shows is a week's wages for my mum, and she was frequently met with people from Customer Services fobbing her off (and what kind of Customer Services manager tells a customer that he'll be too busy to speak to her all week when there has been such a bit issue with a customer?! He never did call her back by the way...) My mum has said that the in-store assistants were wonderful and they did all they could to help, but it's the delivery and Customer Services team that really let this company down. The furniture was decent when it eventually arrived, but I'm absolutely furious at the service she's received, and I would advise anyone to think twice before ordering from this company.”

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Posted 1 year ago

“My mum passed away at the beginning of November so I cancelled her table and chairs 4 weeks prior to it being delivered well within oak lands returns and cancellation policy. I was told it takes 3 to 5 working days for my money to be returned... 7 weeks later I still haven't had my refund! Every week I have called and said I still haven't received my money to be told the same thing... Oh well we're really sorry I can see that it hasn't been passed but I will take it straight to my manager and get it sorted today... Unfortunately it takes 7 to 10 days for a bank transfer to go through.... And this has gone on since the beginning of November. Really poor service from oak land I have had enough to deal with after the sudden death of my mother and really don't need the stress of chasing money. Can you imagine if I owed them money I'm sure I would of had debt collectors knocking at my door the other way around. Very unhappy customer won't be buying from them again”

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Posted 1 year ago

“We ordered and paid for 2 chairs in June 2022. Delivery date was October but that fit in with our plans so we accepted. In November one chair arrived. Two further delivery dates did not happen. We have now been offered a date of February 2023 - 8 months after order and payment. Do not trust this company on delivery dates.”

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Posted 1 year ago

“We are having a terrible experience with a delivery of a dining table and chairs. When we unpacked them we realised that the table legs were missing. We phoned Oak Furnitureland and they said they would send them by Royal Mail's tracked service. But on the day they were expected we hadn't received a tracking number from Royal Mail, so we called Oak Furnitureland. They assured us that we would receive the delivery that day. When it didn't arrive we phoned them again and we were told that the order had been processed incorrectly, so Royal Mail didn't have the parcel. So we booked a delivery for yesterday, but yet again it didn't arrive. This time Oak Furnitureland told us that something had gone wrong with our delivery route and so we would have to book the delivery again. The level of their incompetence is astonishing and we are beyond exasperated. They told us that the delivery is now due today, but we haven't received a text or email confirming this so I'm not holding my breath. A very stressful experience and we will avoid this company in the future.”

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Posted 1 year ago

“Delivered as ordered. No issues pleased with the, chest, bedside table and coffee table. This is third time I have used Oak Furniture land never had any problems. I’m”

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Posted 1 year ago

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