The Range Reviews

Name: The Range
Rating: 1.38

1.4 Rating 2,082 Reviews

9 %

of reviewers recommend The Range

Company Reviews

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Metrics

1.4

Based on 2,082 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 34%
Accurate And Undamaged Orders	Greater than 40%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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The Range 1 star review on 18th November 2024

Tatiana Ellis

277

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Dont buy on line ive wated 7 weeks for someone to come and pick the broken tv stand still no joy now apparently they want a picture of it boxed up crazy been boxed since day one of opening it not so easy to send picture fuming ime 150 out of pocket ile never order from them again packaging was terrible dosnt take a genius yo no it will break if not packaged properly.”

Helpful Report

Posted 4 years ago

“Like many other reviewers on here, I have received furniture ordered online from The Range that has been damaged either in transit, or in the warehouse. In my case, a sideboard, packed in two heavy boxes which looked well-packaged (foam to protect corners, card to protect edges) but obviously still not enough to survive the UK courier system! One box had clearly been dropped. The returns and refund process is very customer-unfriendly. No replacements or partial replacements are offered, only a return & refund of the complete item, even though you have to send photos to prove the damage exists, and the item is still in stock. You then have to place an entirely new order (after waiting up to 14 days from The Range's receipt of the item for the refund of course), being out of pocket the whole time. This whole process is also dependent on whether the courier actually collects the item! It's now been four weeks and two empty promises since my initial contact with Customer Service. I notice that the website has since been updated with a 28-day wait for collection, but also that my item is now out of stock. So The Range can obviously still arrange couriers to deliver goods, but not collect damaged goods from existing customers. And why would they, since they already have your money?”

Helpful Report

Posted 4 years ago

“London Road store... manager has the worst attitude ever... the store is a riot for returns & purchases.. told one thing, then another... left hand doesn't know what the right hand is doing.. Defo won't be returning... no wonder more ppl decide on buying online, if this is what it's like to shop in here with level of service provided...😡”

Helpful Report

Posted 4 years ago

“Ordered a gazbo from the range online afew months ago only put it up recently and i am absoulety over the moon with it very easy to put up it has stayed up during the very strong winds and has been admired from many neighbours who are also going to purchase one will definitely order from the range again.”

Helpful Report

Posted 4 years ago

“EVESHAM STORE.... Could not believe that Shoppers were blatently walking around with NO mask despite there being signs everywhere that masks were mandatory. The staff all wore masks to protect others, there was hand sanitiser by the door. I complained about shoppers not wearing masks. Staff agreed that they too were worried for their own health but their Manager had instructed them to still let unmasked shoppers in. Whilst I appreciate that the law cant be enforced by the Shop, the Shop have the ability to turn selfish people not wearing masks away and they didn't. Instead they put their other customers and their staff at risk. Not impressed. How are we to beat Covid if Shoppers and Managers carry on in this selfish manner. Shame on you shoppers who think you are above everyone else and put others at risk. Shame on you managers for putting your loyal customers and staff at risk”

Helpful Report

Posted 4 years ago

“Ordered 2 mirrored bedside cabinets, delivery only, cost £300 plus £20 delivery. One damaged but range don't do replacement only refund or dicounnt to keep (obviously as they can't sell it on) so you get left with one that's lovely and one that's not or send one back and as need 2 you have to order another and get charged delivery again and pray that's not damaged. Less than helpful customer service saying its your responsibility for delivery! Joke! Also took down my review on the product!”

The Range 1 star review on 25th September 2020

Helpful Report

Posted 4 years ago

“I attempted to purchase a wall mirror on line, not available in store. At the basket I discovered that the item was "not available for delivery to your post code". The Range will deliver a mirror to Carlisle and up to the Border at Longtown, but no further up the A7 main road to Edinburgh. They will deliver to Edinburgh but not to Gretna (0n M6) or Stranraer or anywhere else in the county!. The telephone customer support explained that it is because mirrors are too dangerous to transport. Have you ever heard such a brainless explanation for eliminating the entire county of Dumfries and Galloway from buying a mirror?”

Helpful Report

Posted 4 years ago

“I appreciate that Covid 19 requires extra precautions by stores what I do not appreciate is being bullied by a large member of staff because I did not realise that I had to make a twenty yard detour in a sudden deluge of pouring rain to enter the store! The “thug “at the door of your Eastbourne store shouted that there was a large sign above the door - which said entrance- but there was also an A4 limp wet sheet of paper which once could have been An arrow? Also who looks above the door for changes in entrance procedures? Especially when you are getting soaked by an unexpected downpour? I am an 80 year old with mobility difficulties and I shall not be supporting your store again!”

Helpful Report

Posted 4 years ago

“The lady who helped us in the range at the dockside Chatham was very helpful. My disabled mother was purchasing net curtains and heavy curtains for herself. The lady was very helpful and measured the nets to the several lengths we required. The heavy curtains we wanted were for a track so mire difficult to find. The assistant looked round all the curtains and found ones for tracks and bought them to my mum. She then carried them down the stairs while we went in the lift and waited at the checkout with us. Very helpful indeed unlike the staff at dunelm in Maidstone who kept telling us what we couldn't have rather than letting us the customer have what we wanted. Well done to the range”

Helpful Report

Posted 4 years ago

“Staff could do with a course of customer care attitude is total unacceptable . Had reduced prices on an item but when I went to purchase it it scanned full price when I pointed out it was reduced showed the girl the reduced ticket her attitude was nope nope nope your not getting it for that full price or not I said bong bother with them and took the other items I had when I left the store it prayed on my mind how I was left to feel a bit belittled when leaving store was back up at the shop the nxt day getting my last bits and pieces before returning home to my home town to see the reduced ticket was still on the item pointed it out again they sent for witch I think could be the store manager she was not impressed face that could turn milk sour to be told I could only purchase the one item with the ticket on it and would need to pay full price for the second item witch the both items were not for myself but my daughters had asked me to pick up for them . I shop in the range very often in Glasgow my home town and have never experienced that when purchasing my items i said please and thanks I never got no response back at all not even a thank you she just scanned the reduced label and said the amount . I worked in shops myself and it’s common curtesy if someone hands you som to say please and thanks never again will I use this store i was that annoyed with the ignorance of the staff I put my experience on Facebook”

The Range 1 star review on 16th September 2020

Helpful Report

Posted 4 years ago

“Bought 3 mirrors and they were ALL broken when in transit /delivered. Now out of stock. No proper tracking system for deliveries either. Very disappointed”

Helpful Report

Posted 4 years ago

“One star is too much.Ordered bird bath in April.System duplicated order and customer support was inaccessible.Quickly wrote to advise,and letter was obviously received,as on item was delivered within three weeks and no duplicate has been delivered.Wrote again on 21st May.No reply.Initiated claim with credit card provider.I am now advised that The Range claims that I did not contact,and refuses to refund £109.94.”

Helpful Report

Posted 4 years ago

“aftersales customer service for online purchases, totally non existent. Phone numbers are a joke followed by email address, call back and live chat. Avoid.”

Helpful Report

Posted 4 years ago

“Ordered two arm chairs 7 weeks ago and was told they would be delivered within 3 weeks... however, after several phone calls and even a 'visit' to the store, the staff member seemed unable to tell us where the chairs were and when we could expect them. He did of course 'remind us' that there is a 10% 'penalty charge' if we cancel the order... We have now received a phone call to say they 'have one of the chairs and are not sure when they will have the other'......... Oh, and on our last 'visit' to enquire about our chairs, I purchased a few small items and promptly discovered that the numbers on the keypad of the card machine at the (very unhelpful 'assistant's') pay booth, had totally gone!! After trying for some time to 'remember' where the numbers should be, the 'assistant' somewhat rudely pointed out a grubby piece of paper stuck to his 'distance screen', which had the numbers hand written on it!!! Come on, buy another card machine - And The Range, please train your staff!”

Helpful Report

Posted 4 years ago

“Excellent customer service. Faulty hot tub collected and money refunded within two weeks.”

Helpful Report

Posted 4 years ago

“I ordered a bed and mattress on 27th July 2020 The mattress was due to arrive on the 3rd to 6th August which it did but the driver phoned me 4 hours earlier than the slot - he would be delivering with 15 mins notice. Luckily I wasn't at work. The bed was due to arrive on the 13th August which it didn’t as it turned up early (7th August) via the wrong address and left outside said property which was vacant. The slats for the bed then turned out to be the wrong size. Numerous phone calls, emails and 'chases' and I'm still without the replacement slats. The Range blame the supplier, the courier shows online has having them in depot since the 25th August. The customer service person assisting me has been dropped and 'banned' from phoning the supplier. No one seems to take ownership or able to escalate. I could raise a return but the web site says up to 28 days for collection and no doubt refund's would be even longer. All the time I'm sleeping on the floor. I will never purchase anything from these crooks again”

Helpful Report

Posted 4 years ago

“What an absolute disgrace! Every single box is damaged. Screws and dowels falling out of one box! Filthy boxes leaving marks on the floor. They look like they’ve been used for target practice! Already had to complain about a previous delivery from last week. Courier ARROW XL blamed The Range. No replacements offered for damaged items or parts. Only refunds. It’s just not good enough in this day and age.”

Helpful Report

Posted 4 years ago

“I cant believe the poor customer… I cant believe the poor customer service this company has. I purchased a shed from The Range as i thought it was a company I could trust. Unfortunately from the start of the order it was a complete farce, I ended up being let down twice on the delivery and then had to get the doors repaired after 2 weeks as the hinges were not strong enough to hold the weight and the slats started separating. We rang to speak to someone to get these issues resolved and this is where the games really start. when you finally get through you get palmed off by being told someone will ring you back!!! this never call, they just hope you disappear. We have made several call and sent emails and got to the point after a very rude employer call Stuart. We asked another employer if we could speak to a manager. We were told managers don't speak to customers, this employer went on to tell us the email address we had been told to use is unmanned and apparently we are not able to be called back with a resolution. Very disappointed with both shoddy product and none existent customer care, AVOID AT ALL COSTS”

Helpful Report

Posted 4 years ago

“I bought some cat food from the Halifax store on Saturday. It was priced at £3.99 each and 2 for £5. I bought these along with other things. When I got home I saw that the cat food hadn’t been reduced. I bought a cat scratching post and the rope was not stuck down properly. I phoned Halifax about the food. They said I had to take the food and receipt back for a refund. I said I didn’t live in Halifax and it would cost me more in petrol than the refund. They said they could do nothing about it. Won’t ever be using them again.”

The Range 1 star review on 1st September 2020

Helpful Report

Posted 4 years ago

“I recently bought a piece of furniture from their online store and the whole experience turned out to be the most abysmal shopping experience of my entire life. When it was delivered to me in the first instance the box was so obviously damaged that even the courier commented on it, but assured me that all products are ‘quality checked’ before being put on the van. I tried to stay optimistic but when I opened the box I could see that the legs had been snapped, the furnitures was marked and noticeably damaged. Called the CS team who advised me that, despite how upset I was that an item had even been delivered to my house when it was so obviously damaged, the only thing I could do was wait ten working days and the courier would get in touch with me to pick it up and then my refund would be processed 3-5 working days from there. I spoke to Tina who refused to escalate the claim and just kept repeating that this was the process. So, I waited 2 weeks (ten working days) and had I heard anything from the courier? Nope. I contacted CS again and after condescendingly asking if I’d waited the right amount of time before calling, the agent I spoke to (Becky I believe) told me that actually I was given the wrong information by Tina as they had a new courier service and my collection hadn’t even been booked in. I vented my frustration again as if I hadn’t called to chase them up, when would it have been picked up? Probably never. But still, no escalation process and just a meaningless sorry was given. I then had to call the courier myself to book it in. On the day it was picked up I heard nothing to say it had been collected or received by The Range so the following day I called asking what happens next. I was told on the phone by another one of their CS team that the process was that they would receive the parcel back from the courier that day and my refund would be processed within 3-5 working days. So, patiently I waited AGAIN for the allocated time to pass, however, no refund was received. Shock. I called CS again today only to be informed by Becky that the refund was just never processed their side, despite having received my parcel back. I cannot express how shocked and disgusted I am that a company so seemingly reputable can just ’not process refunds’ for customers who have waited over a month for an ordeal like this to be sorted out. Becky gave me another casual apology and said there was no escalation process and it will be 3-5 working days from today. Yet again I am wondering, if I hadn’t called to chase that would it have ever been processed? Probably not. So, when I was advised initially it would take 10 working days for the courier to pick it up and then 3-5 working days for the refund to be processed, this was the biggest load of rubbish I ever heard in my life. I’ve made four calls in total to their team because not one single person has given me the correct information. I was patient and understanding and happy to abide by their process the whole time, yet I have been lied to by their team every time I have called, fobbed off and treated appallingly. The worst thing about this whole experience was that there is no escalation process, given just how terrible this whole experience was, you’d think there would be some sort of place for customers to speak to someone senior or a dedicated team who resolve/or even just acknowledge when things go this badly wrong, but no. Genuinely, I cannot express just how disgusting my experience has been as a customer of theirs. My advice would be to everyone to just not shop here.”

Helpful Report

Posted 4 years ago

The Range is rated 1.4 based on 2,082 reviews