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

“DO NOT BUY FROM THE RANGE !!! All was fine until I purchased something from one of their partners. The Range will not take responsibility for your purchase, will not resolve the matter and will not refund you. 5 times they've contacted the partner with no response. On the 4th time of complaining I asked how often or I how long should I be expected to wait for a resolution I was told " it takes as long as it takes! " it's worth noting there is no available contact given for the management of the company for complaint. Where is my money the Range ???”

Helpful Report

Posted 2 years ago

“Ordered a lamp online which arrived damaged. Emailed their customer service the same day asking for a replacement and for damaged item to be collected, no response for 3 days so I called. Gentleman said he would contact their partner and I would be called and sent a returns label. Nothing arrived, 3 days later called again. After the customer service agent "huffing" at me down the phone, he then put me on hold for 5 minutes, then told me he had to wait for a reply from their partner as to when it could be collected. Another 2 days passed still no returns label, called again, told the same thing that The Range couldn't do anything it was down to their partner. My contract of sale was with YOU the Range, NOT your partner. Requested a refund this time and was told it would take 7 days or more. Have now had to raise a claim via PayPal. Not even sure this will get me my refund. Customer service is shocking, policies are shocking. I will NEVER PURCHASE from the range again, online OR the store. This has been so painful!”

Helpful Report

Posted 2 years ago

“Absolutely shocking customer service you keep getting transferred to different people but get nowhere. I asked to speak to a manager but there are no managers available to speak to online. Will never order anything from there again.”

The Range 1 star review on 1st February 2022

Helpful Report

Posted 2 years ago

“Was a loyal customer here and found the staff very helpful until recently. Was given the wrong information by a customer service rep who was clearly not trained in properly and as a result I was unable to return my curtains and was out almost 40 euro. When I tried to explain this to the customer service manager, she said she wasn't there, she does not know what was said and it was my own fault for not checking the receipt and signs around the store. I emailed the general manager about this who called me on the phone and told me I was lying and that none of what I said was true because she asked these 2 members of staff who also said I was lying. I was in shock that this actually was said to me by a manager to a loyal customer when I have witnesses to the contrary and no reason to lie. I have tried countless times to contact the range as I am so upset about this but nothing helpful back. All I wanted was a refund or credit note to the value of the curtains that I was told I could get and instead I was spoken at in the worst way. Loved going here but given no-one will take responsibility for the incompetent staff at this store and give me back the money I lost out on as a result, I'll have no choice but to boycott it. Pity that the management have let this store down so badly.”

Helpful Report

Posted 2 years ago

“Not had a problem until I brought… Not had a problem until I brought something from one of their partners. The item was faulty, complained to the Range four times, each time they said they would email the partner and ask then to resolve the fault or contact me. Each time no-one contacted me, the last time I asked the Range how long I was expected to wait for a response or resolution after informing them I wanted a refund. I was told " it will take as long as it takes " " the range had no responsibility to offer a refund" totally disgusted !!! At the time of writing still no resolution or refund !!!”

Helpful Report

Posted 2 years ago

“Ordered an item online but needed to return, called customer services to organise return, told that I can only return to store - fine, took item back to store only to be told that the only person that can authoirse an online return is on their day off!!!! Bring item all the way back home again and call customer services again to be informed that item can be returned to store or returned by courier at my own cost! I asked whether the cost of the courier could be paid as a gesture of good will to reimburse me for the fact that I carried out an unsuccessful 50 mile round to try to return the item but no was told that this is their returns policy and that is it! no deviation in the slightest! To top it off the rude customer services operator then cuts me off mid conversation, as apparently we were "going around in circles". Seriously The Range, you need to sort out your customer services, and I use the term services loosely, as it is certainly not fit for purpose.”

Helpful Report

Posted 2 years ago

“Bought some lights which didn't include bulbs, I went back to buy the bulbs to be told by a young lady they don't sell the bulbs??”

Helpful Report

Posted 2 years ago

“When you order a table from @therangeuk and it comes delivered all damaged and you phone their customer service and they are not flexible on collecting damaged item. Do not give a damn that item is damaged and inconvenience you even further and then proceed to tell you it will take up to 7 working days to refund you despite not being able to collect it for another 5 days. That is not acceptable customer service and I would never order anything from them again..... I won't even shop in there shops ever again.”

The Range 1 star review on 22nd January 2022

Helpful Report

Posted 2 years ago

“The range have a problem with online refunds it takes weeks if any given .. suggest reporting company to trading standards if anyone is in the same boat waiting for money back .”

Helpful Report

Posted 2 years ago

“The range have poor quality stuff at expensive prices and one thing that shocked me was in after Christmas and New year past... The were still selling Christmas light tree etc at full price... When shops like wilko discounted them... The owner of the range is greedy... if you sell expensive item ensure the quality there.. not even the garden plants are looked after...asking staff if they sell certain items they haven't a clue or u get I don't know if we sell that snd u have yo explain the item in a way they understand very fusstracting and expensive... better off going to B and Q at least there stuff better quality.”

Helpful Report

Posted 2 years ago

“We ordered a parasol and when it was delivered we realised instantly that it was much larger than we had anticipated. I tried calling the customer service line but no one ever answered even after 45 mins so I emailed asking for a returns slot. Then we would get available dates but no actual confirmation of when a pick up could be arranged. In desperation we went to our local store but they couldn't accept the goods and said it had to be collected. Eventually after the local store manager got involved the goods were collected. The returns policy stated that we would receive a refund in approx 5 days but 3 weeks later we still hadn't received it !! In the end I was so annoyed asked our credit card company to pursue our monies. They were excellent and got our money back within a few days. My advice is NEVER use the Range online system to order goods. The company is not to be trusted.”

Helpful Report

Posted 2 years ago

“Extremely poor customer service, online customer service just hang up on you. Will never use again”

Helpful Report

Posted 2 years ago

“I think it's absolutely disgusting my sister ordered my niece a wooden toy kitchen from here as her main Christmas present. The toy kitchen wasn't the cheapest it was roughly £100, but this was her main present and as a single mum on a teaching assistants wage with no help at all from the father she had to scrimp and save. Delivery was arranged for when my sister was at work, so she asked for it to be left with one of her neighbours, to which the answer she received was "no it has to be signed for". So they then rearranged delivery for a Friday so my sister took the day off of work, sat in all day for them to then cancel and rearrange. My sister couldn't afford to take another day off of work and work wouldn't allow it and quite frankly she shouldn't have too take another day. She got home from work as quick as she could in the hope she would make it in time for the delivery, however it had already been delivered. Yet it was no where to be seen, although it wasn't suitable for the parcel to be delivered to a neighbour where it would have been signed for and was safe. It apparently was suitable to deliver and leave the parcel in her front garden on a busy road in Great Yarmouth. She has contacted The Range most days since it was delivered trying to get a replacement or a refund. However they have told her it's acceptable for it to be delivered to her garden and that it's her responsibility to be there on the delivery day so they are refusing to send out a replacement or refund her for the missing item. Absolutely disgusting, why is it not suitable for the parcel to be left with a neighbour when you can leave it in a front garden just before Christmas. Her front garden isn't very big so can clearly be seen from the road anyone could come along and take it and it just so happened they did.”

Helpful Report

Posted 2 years ago

“I paid for a £300 tractor for my 7 year old nephew on 23rd December but when the box was opened it had a go kart inside. Ive emailed and called the range and the partner company who sent it out but no-one is will to help me. The partner company said they sent the correct item so they cant help and after two phone call conversations with the range customer service team i am still waiting for this to be resolved. Its a disgrace at how badly customers are treated. Ive sent photos of what is in the box but still no response . I cant let £300 go to Waste!”

Helpful Report

Posted 2 years ago

“My products was delivered damaged I returned this to my local wishaw store on 14th December. No refund receipt was available, it is now 7th January and I still do not have my receipt. I had to phone them today and I was told there was an technical error that day and no-one received their refund, she could not offer any further details! now I have to wait 5-7 days again. I would not have received the refund if I had not telephone, very poor service!”

Helpful Report

Posted 2 years ago

“Ordered a bed in September at the Rhyl branch it was an ottoman bed and mattress .Got the mattress in late October but still not got the bed had 4 estimated delivery times last one was 29th December and guess what ? It’s not arrived no email no phone call no text .Customer service is shocking .Why is this company still going .My poor daughter is sleeping g on the floor .I went into Rhyl 2/1 /22 spoke to Julie the supervisor she said she would phone today 3/1/22 no phone call .It’s just a joke this company please everyone keep away don’t buy stuff you have to have delivered.Shocking shocking”

Helpful Report

Posted 2 years ago

“I made an order in early November that took over a month to come. When it did come it was missing an item that I had payed for. I contacted The Range on the 10th of December who said they would contact the courier and get back to me. They finally replied to me yesterday December 31st saying they have closed the case as they can see that the item has now been delivered which is not the case. I have spent a lot of money with The Range as they can see and to treat a customer thar orders as often as I do like this is shocking. They can keep the 10 pound for the matt will Never use them again. It's just too much hassle to try and resolve anything with them. I have a busy stressful job working on the front line for NHS and the last thing I need to be doing is constantly trying to beg The Range to do their jobs. I had the same issue with another company ordered from who checked with their courier and sent me a refund 3 days after my original email. THIS IS NOT HOW YOU TREAT YOUR CUSTOMERS”

Helpful Report

Posted 2 years ago

“Bought a mirror online (as the last one in store was cracked). Arranged for someone to come and hang it only to find that one corner of the mirrors frame was totally cracked and the mirror was hanging in pieces. Customer service are THE WORST. I have asked for a manager to call me and I been told they won’t call me. Absolutely disgusting service.”

The Range 1 star review on 30th December 2021

Helpful Report

Posted 2 years ago

“We went to Falkirk shop to the cafe upstairs. It was 11.05 we wanted breakfast , but we’re told it stopped at 11am! The two workers stood there while we drank our hot drinks doing nothing. We were the only two people in the whole 25 mins. You would have thought they would have went the extra mile to keep custom going. When I complained the guy said it was company policy .! It might well be in busy times, however it’s not putting money in their till!!! In these hard times I thought they would put policy aside and draw custom in.”

Helpful Report

Posted 2 years ago

“Bought a dog toy for my 10 year old lab at Christmas. It lasted less than 20 mins before the back seam split and the stuffing came out. On returning it the customer service assistant spoke to the Manager Ashley who basically said it was the dogs fault. He was too busy to speak to me or call me. The attitude was appalling. I was given a tel no for HQ which is next door to the William Prance store. No options exist to speak to someone. By selecting random options I did speak to someone who deals with on line issues. She confirmed there is no way of complaining directly by phone, but spoke to others and said every store has a support line. The store just cuts you off. In summary Don’t use this store for even basic purchases. The quality is dreadful but the attitude of the management worse. Look at Facebook it’s full of complaints. Dog toys obviously aren’t meant for dogs. Ashley showed total disrespect for a customer and fobbing off seems to be the only response. I’d not even award 1 star if it was possible”

Helpful Report

Posted 2 years ago

The Range is rated 1.4 based on 2,082 reviews