Don't Buy from Oak Furniture Land!!

Lowermax

I'm sure there are 1000's of very happy customers who have bought from Oak Furniture Land but there is one extremely unhappy customer here and i know there are 100's more of us.

Any advice will be very much appreciated on this one.

Here's the short story (read the full version on their Facebook wall).

We had our table delivered 2 weeks ago to find it had been dropped on the corner and when i requested a new one they said they wont replace it until they have sent out Homeserve to try and repair it.

Homeserve have been, you can still see the damage and the wood hasn't even been stained the same colour. In my eyes it isn't at the "showroom" standard OFL promised. In their eyes its fine, but when you buy me something NEW you expect to have it NEW not REPAIRED.

Call me stupid but they have offered us a refund and at the same time i was told by one customer service rep "you wont be welcome to order with us again". To be honest we don't want a refund we love the table and want the table we spent weeks searching for and spent a lot of money on in a NEW condition.

I'm not sure why i feel this way but its so sad that a company like this don't care about losing customers and only deal with the the happy ones but i guess that's their problem not mine (and me being very naive).

Anyway that's my rant over and if you have any suggestions they will be much appreciated.

Nile

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starrystarry

We bought a bed from Oak Furniture Land a few months back. It had some faults (scratches etc) and one of the corners didn't fit together snugly. I must say I thought their customer service people were great. They sent Homeserve out to write a report on it and there was no quibble. They offered us 3 options. We could keep the bed and they've give us £100 off it, or we could have a full refund or replacement. We opted for replacement as we really liked the bed.

They were very helpful with us. It seems strange that they're being the complete opposite with you. Have you asked for a replacement? Have they actually refused this?

letthemeatcake

I'd take my business elsewhere if I was you. thanks for the heads up as I was going to Oak Furniture land to look for a wardrobe, drawers and bedside table as we have a store nearby. I'll stick with Cotswold company as they replaced a broken chair without any problems and even gave me £20 0ff.

SevenOfNine

Take the refund if the table wasn't part of a 'set' (matching sideboard etc).

Personally, the only customer service person I'd be speaking to now would be a manager (I hope you always note name/time/date when obliged to complain in case you need to take it even further).

Oak Furniture Land aren't the only ones who sell oak furniture but if you are determined I doubt there would be anything stopping you from buying it again in store instead of on-line. Of course, you run the risk of receiving yet another damaged one!

I've just purchased loads of oak lounge/dining furniture from the Gola furniture range using Hatters of Bedford as the local stockist for us. Thankfully our local OFL didn't have what I wanted or I'd be very worried from reading your experience.

Good luck with getting more appropriate customer service from this company.

Hoof_Hearted

I wrote elsewhere on here recently praising their service but then I didn't have any damaged items. I have to say that the packaging is very good, but I guess accidents do happen and OFL should sort them without a fuss.

Knightwaker

Our delivery was due on 22nd january. They telephoned me to say that 1 item was stuck at sea in a storm but the other 3 items would be delivered. Took a day off work to receive delivery but lo and behold only 2 items arrived. I told the drivers that I was refusing to accept delivery and telephoned the company to cancel my order and obtain a refund. After them trying to fob me off with excuses I eventually got them to refund me immediatately on my card. When be ordered the furniture we were told by the saleman that all their furniture was made of European wood but now after researching on the web I find that it is made mainly in India or China of dubious qualityso they actually did me a favour by messing up the order. Will never set foot in thirs shops again and strongly recommend everyone to steer clear of this company.

ricardo_inuk

This is just to share my experience.
I order over £2000 of furniture from Oak Furniture Land five months ago and last week I noticed one bedside table with a split/crack at the front.

I called the numbers I had to report it as I also paid for the 5 year accidental and structural protection but I am told as I didn't apply the wax on arrival my warranty is no longer valid and they would do anything about it.

I am completely disappointed and feel cheated by Oak Furniture Land.

peter_the_piper

Does warranty state you MUST use the wax or the warranty is void?


1.8 Our solid hardwood furniture will require treating with wax immediately upon receipt. Ensure that you wax the whole item, not just the top and repeat every six months with natural wax polish. Please treat your furniture immediately on delivery as your item may have been in shipping for some time and modern home heating will accelerate the drying process. Failure to treat your wood furniture as instructed can result in problems that will not be covered by your warranty.

Taken from their terms and conditions.