Oakfurnitureland reviews

Can't fault the service and value for money - Superb

It's a delight to find a company that really cares about it's customer service.

I ordered 3 bookcases and a triple wardrobe online. All were delivered sooner than the promised date and I was kept fully informed by email on the progress of my order.

The guys who delivered it turned up promptly and were very efficient and friendly.

I am delighted by the quality and price of the furniture. It was extremely well packaged and was in perfect condition when unpacked.

I would recommend this company and it's products without hestitation

Fantastic quality and service second to none

Saw Oakfurniture on the television and thought id look them up as the furniture looked lovely and i needed items for my new flat..A little more expensive than some other places but i wanted something that would last many years to come,sick of cheap furniture that falls apart..bought my items and picked at date for when i was off work..the company kept me informed right up until the last half hour before the arrived.The delivery blokes were polite cheery and fair play to them they got the furniture up some really narrow stairs.They took it to the room of my choice and when i was happy they left..Shame not all delivery people are as fab as these guys were..a total credit to the company they work for..took a while to unpack it all but its a good thing they take such great care with their items...Im so pleased with what i bought,the wood is stunning and very well made..Cant fault this company,had a lovely follow up call and cant wait till pay day so i can finish off my home..Worth every penny.

Fantastic quality furniture & friendly, helpful staff

I received my small dining table this morning, a beautiful piece of furniture, solid and sturdy and just the right size. Legs were easy to assemble even for me and I am not handy with a screwdriver! Quick delivery and a very helpful delivery man. This is my 3rd purchase from Oak Furniture Land and I highly recommend them for quality furniture. Looking forward to next Tuesday when I take delivery of my chairs, Thank You :)

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Excellent Serve Fast & Efficient

sideboard delivered this morning, misaligned magnets means one of the doors wont close properly, i am waiting to here back from oak furniture land. They sent someone around the next day promptly and everything was sorted to my satisfaction.

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Like their products, solid in every Department.

From order to delivery (and beyond), we couldn't fault this company or their product. Having previously purchased two items from their "Tokyo" range direct from their website (a console table and small chest of drawers) to accommodate our laptop in the lounge, we decided to take the plunge and replace the rest of the lounge furniture from the same range. We visited the Bolton store and was very impressed with the reception we received, we ordered 7 further pieces from the same range and received a free mirror (worth £300). We took advantage of the 5 year "whatever happens" cover for 10% of the total invoice price. Apparantly, this is only available to showroom orders and not on-line orders, but well worth the extra, ours worked out at just over £20 a year for all 8 pieces.
Delivery wait was just over 2 weeks, we got 3 e-mails during this time keeping us informed of progress, on delivery day we got another e-mail giving us a 3 hour time-slot (10 to 1 o'clock), they arrived at 10.10 and left at 10.30. All items were incredibly well packaged and in perfect condition apart from a problem with one of the sideboard handles. I rang them and explained the problem, I then recieved an e-mail the next morning (at 08.15) confirming a replacement handle was in the post!.
The quality and finish of each piece is exceptional, it really is ALL solid oak, not a sign of MDF or softwood anywhere in the build.
If your looking for Oak furniture that will last for years, try this Company first, they can't be beaten on price, quality or customer service.

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Still Waiting ! :-(

Ordered around £1800 of ‘Alto’ furniture from Hove store on 29th March

Order number OLF-850486, consisting of

Sideboard
Tall drawer chest
Table
6 chairs

Items delivered on 12th April

Sideboard, Tall drawer set and 3 chairs were found to be defective. Oak furniture notified straight away but was unable to upload photos of the damage to website.
The following week repeated calls were made to customer services and pictures emailed to customer services. The Customer services stance was that it was company policy not to replace faulty items, repair only.
Arrangement made for a technician designated by Oak Furniture land to inspect and carry out repairs to faulty items.

25th April, Technician ( from Homeserve) inspected the items and agreed they could not be repaired, he compiled a report ( taking multiple pictures) and forwarded this to Oak Furniture Land.

The following week, it took multiple calls before Oak Furniture acknowledged the receipt of the report but I was informed that they could not resolve the issue until a service case manager assessed the case.

I was eventually called by a Service Case Manager on 30th April ( name withheld ), during this conversation the manager was extremely aggressive and rude claiming it was not Oak Furniture land policy to replace furniture.

I pointed out to him that the independent technicians report, working on behalf or Oak Furniture land stated that the items were defective, he stated that he refused to accept the findings of the report.
When I made clear that my position was not to accept defective goods, the customer service manage ( name withheld) lost his temper and said he would make arrangements for all the furniture to be picked up. At this point I expressed my disappointment at his attitude and wished him good day !

The following day, my wife took the opportunity to post some comments on the Oak Furniture land Facebook page. Within 10 minutes of the post she had been contacted by Customer Services asking for details.

I was contacted on 3rd May by another Customer Services Manager and was able to explain the situation to him. He was very helpful and agreed to send replacements as soon as possible, the items to be inspected before dispatch.

I contacted customer services today ( Monday 13th May) hoping to arrange a date for delivery only to be told that the items had to pass through ‘quarantine’, a process that will take at least 2 weeks before we could even discuss a date for delivery.

I am looking at a delivery date, ‘some time in June‘ thats around 9 weeks from the original order !

Based on my experiences to date, dealing with Oak furniture Land, would I recommend them ? I think you can guess the answer to that !

My only saving grace is that I purchased the items using a credit card and am covered under section 75 of the consumer credit act !

service at last !!

Don't go anywhere near oak furnitureland their customer services are rude unhelpful and uncaring. I have never had such bad service anywhere in my whole 50 years of life. I am so disappointed with them ! I just thank god I never bought the bedroom furniture to go with my sitting room furniture that turned up damaged. At last they have been back in touch and this time the customer services were excellent thanks Kevin Maguire hope I spelt his name right faith restored ! !! Hence the new rating 3 stars :)

Broken Furniture, Rude Staff, Not turning up, Inaccurrate recording of complaints

Hi people

Below is a full breakdown of a review I gave on another site and the correspondence with OFL that came after that. I'm sorry about the length here, but I think it gives a good indication of what you'll be dealing with if you buy from them.


Review:

We ordered almost £2000 worth of bedroom furniture. 3 of the 5 items arrived broken. When we called up the advisor told us that it was unreasonable for us to be unhappy because having broken furniture delivered was "like snow falling from the sky" and they couldn't do anything about it. I'm a solicitor, so I asked for the address for their legal department, to which I was told no, and that there was "no legal precedent" for me to be writing to them. I have to say this is the first time I've been lectured in the law of Scotland by a man who answers telephones for a furniture company.

We then emailed, and a very nice woman rang us back and told us she would have the refund department contact us to refund the delivery (£30) and arrange to have a new table, mirror and door for the wardrobe delivered. The wardrobe door would then be fitted by a company that they contracted the work out to.

The new items were delivered, and one of the three arrived broken. Cue another email to oak furniture land. The wardrobe door was to be fitted the following day, except the company contracted to do it didn't show up. We then had to phone OFL again (via their premium rate number). Phone call one: I was put through to sales by mistake then cut off. Phone call two: I was put through to customer services, then cut off after 3 minutes. Phone call three: they contacted the company who were to fit the door - they told OFL that they had turned up at the time specified (of course they did - I've never heard of a company admit to not turning up). They eventually offered us £35 to get the mirror reframed and £40 to fix the wardrobe door ourselves, which I immediately accepted just to never have to deal with OFL ever again. Except we're still waiting for the refund department to contact us. My partner rang this afternoon and was told there was no one in the entire refund department. Not a single person. We also heard nothing back about the "snow falling from the sky" man, despite asking them to look into the complaint.

The moral here is: just shop elsewhere. OFL furniture is nice, but if you have a job and a life and don't want to wait in endlessly for the delivery of broken goods and for people who don't show up it's much easier just shopping somewhere else. It's just not worth it, trust me




Ofl_Customer_Relations_Team's Comment

Written on: 25/04/2013

Hi there,

Thank you for the feedback.

I am sorry to see that your experience has not been enjoyable this far.

If you would like me to investigate your comments to ensure your query has been handled correctly then please feel free to email customerrelations@jbglobal.co.uk along with your order details.

Kind Regards

<private data removed>
Customer Relations



<private data removed>'s Comment

Written on: 26/04/2013

I have now replied to this message asking Mr <private data removed> to "investigate my comments". I will post again on this forum if I get a response



<private data removed>'s Comment

Written on: 01/05/2013

Here is the outcome of the investigation of my complaint. This is what you will be dealing with if you buy from Oak Furniture Land. Copied below is 1) their email to me and 2) my response.


1)

Dear,


Many thanks for your email and giving us the opportunity to address your concerns.

Customer feedback is incredibly important to us and I can assure you we will take your comments on board.

I have looked in to the history of your order and can see from your original delivery it has taken 5 weeks to get all issues resolved. I am pleased to note that we offered and agreed a resolution on the same day you advised us of the issues. Ultimately the delays incurred were due to stock levels and appointments with Homeserve Furniture Repairs. For this I apologise.

The credit card details registered to your account were correct, however I believe there was some confusion whether the card details were yours or your partners.


Re-glazing of mirrors usually costs approximately £20-£25 depending on the area and company you use, we offer £35 allowance to ensure this more than covers the costs incurred.

Your comments concerning the individuals you have spoken to have been forwarded to the relevant manager for review. We train our staff to be helpful, polite and professional at all times and I am sorry if you feel this was not your experience.

Having reviewed the actions taken on your order I am pleased to confirm they are all in line with our policies and procedures.

Thank you for taking the time and effort to inform me of your concerns.

Kind regards,
Customer Relations

E:<external link removed>

2)

Dear

thank you for your email.

I note that you refer to "all issues" having been resolved in five weeks. You have clearly not read my email or my review - had you properly done so, you would know what the main issues are.

You state in your response that your company offered a resolution on the same day that you were advised of the issues. That is simply not true. We were eventually offered a resolution days later, having put up with your advisor's appalling rudeness, once I had emailed your company with photographs. I have had a number of quotes to re-glaze the mirror, none of which have been under £35. Similarly, the difficulty with the credit card details was not as you have narrated - you had my card details, and my partners, but were about to refund the money (only half of which was authorised at first due to yet another mistake by your company) to a card ending ****. I have never had a credit card ending in those numbers.

There is little point in emailing me if you are going to respond with comments which are inaccurate and display a lack of understanding of the substantive issues. I note that you have forwarded my comments about the individuals we spoke with to your manager. Again, had you read the complaint properly you would see that it was only one individual that was the problem. We were told that the matter had already been referred to a manager - you are simply restating the same thing again and I have no faith at all that this will happen.

To add insult to injury, when I posted my review on "Review Centre" I was sent an email from them which stated that your company had responded to that review by disputing the fact that I was even a customer. I then had to send through confirmation before my review was re-posted to the website.

Thank you for confirming that matters have been resolved in line with your policies and procedures. This simply reiterates how little you care about your customers.

Yours sincerely,


<private data removed>'s Comment

Written on: 09/05/2013

Here's the latest - had a voicemail message from a "manager" in the customer services department on Thursday 2nd May 2013 saying she was calling to discuss my complaint. I was working and couldn't answer the call. In her message she told me that she would try to ring me back the following day (Friday 3rd My 2013), failing which she would email me.

It's now 9th May and there has been no follow up call and no email. No one in this company knows what they are doing and they don't care about their customers.

Be warned people



Ofl_Customer_Relations_Team's Comment

Written on: 09/05/2013

Hi,

I have been looking through your order and our email system.

I can see a voicemail was left on Thursday 2nd May.

Friday 3rd May another phone call was made but unfortunately not able to reach you again so an email was sent. Please can I request you check your junk/spam box to see if it has gone in to there. If you don't have it then please email us customerrelations@jbglobal.co.uk so we can forward this on to you.

Kind Regards

<private data removed>
Customer Relations


<private data removed>'s Comment

Written on: 09/05/2013

Dear <private data removed>

I am responding via Review Centre because each time I email you a different person replies.

No one from your company telephoned me on Friday 3rd May. My phone is configured to log missed calls- the nature of my work as a solicitor means that a missed call can be vitally important. I have no missed calls from your company since 2nd May 2013.

Similarly, I have received no email. Your company has emailed me on a number of occasions and none of those emails has ever gone to spam.

I am not interested in what is reported on your email system. It is my opinion based on my correspondence with your company to date that your advisors simply enter whatever they want onto your email system, irrespective of what the true situation is.

I am not willing to continuously chase your company via phone and email for a resolution which I do not believe will ever materialise. Asking me to email/phone you for the umpteenth time, simply to be put through to a different person is completely pointless. It is a waste of my time. You have all of my contact details- if your company were really interested in resolving the issues raised you could have done so. It is my opinion that your advisors are more concerned about logging inaccurate information onto your system to cover their own backs.

Yours sincerely

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POOR QUALITY GOODS AND SHOCKING SERVICE

Dear Mr McHugh,

Thank you for your email.

I am not sure there is much more I can add that which has already reported to you and your colleagues other than to advise that I had a cabinet maker friend to the house yesterday and he advised that the split in the side board was very likely to be progressive. He further advised that all the cabinet maker he knows understand the importance in cutting wood straight, reference to the TV cabinet's squitn shelf. He agreed that these items were not suitable for their intended use/purpose. Furthermore, we have now received Tesco Mastercard's Section 75 questionnaire and await same from Bank of Scotland (Visa). As previously reported to you as you have refused our proposed compromise then we will be using these sources to recover all our monies from you; this action being additional to the Small Claim Court Action to be raised against Oakfurnitureland at Haddington Sheriff Court later this week. The purpose of the court action being to recoverall costs from you in relation to our wasted time waiting for the repeated delivery of faulty goods & multiple related communications, the loss of use of our Living Room since the first delivery (on-going with no end date yet determined - we have not yet been contacted by your delivery company), any costs not recovered under the Section 75 claims by Tesco (Mastercard) & Bank of Scotland (Visa) and all costs involved in raising the court action against you.

Moving on, please be advised that I find your choice of words so misleading that they are considered insulting & arrogant e.g. you describe the original order as 'not perfect' when you clearly know that the original order was far from perfect, it was appalling; with one cabinet being in bits and the other had multiple large cracks. I acknowledge that your comments may be the result of your developing loss of perspective of what is acceptable... I also believe that your general approach is one of calculated arrogance and please be clear this only underlines my determination to hold you to account for your poor service.

It is a real pity that you do not understand that the goods purchased from you came from ranges that you actually give a defined name to and it is therefore inherent that these items have been designed to be sold as part of a range or, individually. As we purchased multiple items then it is clear, to any fair and reasonable person at least, that these have been purchased to match with each other. Therefore, should we not be able to source replacement items that match then our entire purchase, bed aside, is deemed unsuitable. It is also further noted that you have omitted to consider the reported (weeks ago) damage to the dining roon chair. This was shown to your so called 'expert' but he refused to consider it as it was not on his worksheet, your error not ours. As we have not heard anymore from you on this item we therefore believe that you have no intention in resolving this either.

I totally reject your comments regarding your actions in relation to Trust Pilot. By way of an example, I was in detailed correspondence with your complaints department when you wrote to Trust Pilot. Legally, the onus is on you to check if I was one of your customers before suggesting otherwise. I see no point in continuing this line as those who can hold you to account have been advised of your actions and they shall take matters forward as they see fit. Interestingly, I note your policy of trying to limit negative reports continues. I trust the Office for Fair Trading are also keeping a close eye on you prior to taking action. I am keen to be open and transparent and therefore advise that I intend pasting our entire email chain on each of the review sites that currently feature Oakfurnitureland complaints. As you know there quite a few and most are not as accommodating to you as Trust Pilot have been to date.

IN CASE TRUST PILOT OR OAKFURNITURELAND WISH TO DISPUTE THAT I AM AN ACTUAL OAKFURNITURELAND CUSTOMER MY ORDER REFERENCE IS OFL-861233.

Regards

Garry Calder

Oak Furniture Problems, Brian Riches and Ben Simpson found this review useful

Out of 5 pieces I ordered 3 arrived damaged

I received my delivery on Thursday last week and I was very disappointed that with most funiture there was something wrong. The rustic oak coffee table had one corner missing and the box ripped as it was perhaps dragged on the floor in delivery. All funiture was very poorly packed, although already assembled it was not tightly packed but lose. The rustic oak book case arrived with unfinished top and with damage to the legs and the box. Mirror came free but with broken hinge on the back. I also ordered large sideboard and nest of tables (they were fine). I called the OFL right away to tell them about the faults and they asked me to send an email with serial numbers and photographs. I did that straight away and I emailed on Fri, today is Tue I resent the email twice as no one yet contacted me. Because there is a substantial damage to coffee table we decided not to unwrap it further and put it back into box. Now we have boxes in our living room and I cannot wait when they will start dealing with it.

They were sending so many emails and texts about order and delivery and the experience was brilliant. Now it appears that they leave the client with the problem abandoned. This it is becoming a not nice experience at all.


2/05/2013 UPDATE:
The matter was resolved by OFL and today, after two weeks faulty pieces replaced for non faulty. I am happy that is over and no more emails or phone-calls are needed as this was a bit stressful for me.

Oak Furniture Problems and Ben Simpson found this review useful

25 April 2013

Reply from Oakfurnitureland

Hi Joanna,

Please accept our sincerest apologies for the problems encountered with our product and service, naturally we are very keen to open up a dialogue and provide a service that satisfies you.
If you would like to send us a message to customerrelations@jbglobal.co.uk with your order number included, we will ensure a member of our team calls you to resolve the matter.

Many thanks in advance for your cooperation.

Kindest Regards,

David
Customer Service Relations Team

This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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Problem solved

I am happy to report that after further consideration by Oakfurniturealand's customer care manager I have received a replacement table. I am very pleased that this unfortunate matter has been resolved satisfactorily as other items I have previously purchased from this company have been excellent.
*******
7 days after the warranty expired the top of my table suddenly split all the way through and for almost the entire length leaving a gap of 2 to 3mm. I immediately contacted Oakfurnitureland (OFL) by phone as when I visited their showrooms they told me that they will not deal with warranty issues. The immediate response was that the table was out of warranty and would not be replaced. When I noted that the warranty had expired by a matter of days OFL as a "concession" agreed to have the table inspected for repair.
Their representative (from Homeserve) visited and advised that the gap was so large they would nor attempt a repair. I again spoke to OFL who basically said hard luck. So I have a table just over one year old which has been well looked after which is now basically scrap. It is clear that there must be a major defect in the wood used for the top but OFL will not recognise this. Best of luck in the future toall those singing the praises of OFL.

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Fantastic

Great service following on-line purchase.
Communication was the best I have ever had.
Well packed so no damage, great delivery crew and a great product. Only issue? A slight sharp edge on the door handles.

Would I buy again - YES!

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 3 days ago for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 3 days ago for suspicion of being false.

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This review has been reported to customer service by a Trustpilot user 16 May 2013 for suspicion of being false.

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