Anyone used www.oakfurnitureland.co.uk?

Julioj

The worst company I have ever dealt with. Bought the fresco chunky table with 6 black leather chairs. The sales staff were helpful etc. it was delivered within a week, damaged! Chips out of the wood, leather chairs poorly upholstered and the wood on the edge of the table cut at an angle so the legs didn't fit flush against the table top. Very disappointing as we had saved up for months. We had to contact an after sales team if there was any problems on opening the furniture so this is what we did and was told to take 3 photos of every damaged item, which was basically everything! After speaking to arrogant, cocky kids on the phone telling me they would call back when they didn't and constantly trying to fob me off on the phone i was getting annoyed because I wanted to resolve any issues within 7 days as this is the time when anyone can have a refund. After 4 days they still hadn't arranged for an exchange because they were trying to waste time by telling me someone will contact me and they didn't. On the 5th day I demanded a solution and threatened to drop all the items in the showroom if it wasn't dealt with immediately. The man on the phone said he'd call back but I stood my ground and told him I had an appointment with a solicitor and gave him 1 hour to sort it. After 1 hour he did call and authorised collection of the goods. it had taken almost a week to get a result. Biggest nightmare ever! In total I'd spent about 2 hours on the phone with oak furniture land and will never shop there again or recommend. Lesson learnt, deal with companies who will bend over backwards to keep the customers happy. The after sales team are trained to be patronising and will not help. Still waiting for my money, it's not over yet

Flappy

If only I had read these reviews before buying. Everything was great up to the point of delivery. Opened boxes, tv unit and two side draw cabinets, to find that one of the cabinets was badly damaged.
If this wasn't bad enough I then read the card that tells you to contact them online. Then had to mess about taking photo's, loading to pc then completing online form. Received a call today to arrange for the replacement, but can only be a 7am-7pm slot. We both work so this is not acceptable. I asked for a slot after 4pm....but computer says no. I'm not prepared to use another days holiday to correct a problem caused by OFL. They do not know the meaning of customer service. They do not appear to have any sort of PDI, the items must come straight off the boat, on to the lorry and then to the customer. The delivery service must be sub-contracted which would explain why they are so inflexible.
AVOID, AVOID, AVOID, AVOID, AVOID

mattymatty2

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 (on 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

NottmNeil

After looking for some new dining room furniture over the past couple of years, we were enticed yesterday into buying a solid oak dining room table and 6 leather upholstered dining chairs. Now I have read the hundreds of reviews on here (with an overwhelmingly negative slant) and am questioning my decision.

Is there any point in cancelling now, or would you recommend that we wait for the stuff to be delivered? I am aware that if we nip this in the oak bud we could potentially get away with not incurring a charge, but if I wait til after its been delivered we could be left with a nasty return charge...

We have had confirmation emails from OFL and a phone call yesterday to say that our furniture will be delivered on Thursday.

What should we do?

shamusbelter

pray, pray and then pray again--might be lucky

Unhappy_Oak_land_customer

Wish I had found this forum earlier, I have just taken delivery of 2 bedside cabinets and a chest of drawers, when i unwrapped i found that there is damage to the rear corner of the chest of drawers - only small so I was not going to make top much of it, then opened the second bedside cabinet - there are marks all down the top drawer and along the top of the cabinet which look as if someone has slipped with a screwdriver - looks really bad so I registered my complaint and received an email back requesting that i download pictures etc which i did only to receive an email saying that it will be up to 7 days before someone contact me which of course takes you out of the 7 days to return easily - I phoned and was told that they were sure that someone would contact me within a couple of days but i am left very uneasy, I may just give it until Tuesday and then ask for them to pick it all up and hope i get my refund (fortunately paid on my credit card). Really disappointed as i have waited a long time for these. I have had fault goods delivered before over the years and never had any problem like this.
Dreams/ScS/B&Q have all been really helpful and fast with their responses so would use them again as i always feel you can measure how good a company is by how they handle a complaint. In the case of B&Q i had ordered the wrong facing corner shower and plumber had fitted the tray so I expected to have to pay for a new one but they said no and delivered replacement FOC.
I have a horrible feeling my experience with Oakland furniture is going to be very different.
Wish me luck - I think I might need it

shamusbelter

--"Unfortunately the retailer is an associate member which means they only part subscribe to the ombudsman scheme, they are not signed up to the part where conciliation/adjudication can be available to their consumers"

Desti

Anyone used javari.co.uk and amazon.co.uk?

shamusbelter

the input by customer services has produced exactly NOTHING---NOTHING input so NOTHING output
seems the intervention and concern shown on this forum is as good as their furniture

no more than was expected

I have received my refund for the said nest of tables --No mention of anything else
have the money now to spend elsewhere in an endeavour to get a nest of tables to match the other piece---

---

CERTAINLY NOT OAKFURNITURELAND!!!!!!!!!

mattymatty2

Ofl_Customer_Relations_Team's Comment

Here's an update. Below is a copy of correspondence I left on the "Review Centre" website. The first message below is from OFL to me in response to my poor review, you can see how it goes on from there


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

Richard Campbell
Customer Relations
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Mattymatty2's Comment

Written on: 26/04/2013
I have now replied to this message asking Mr Campbell to "investigate my comments". I will post again on this forum if I get a response
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Mattymatty2'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:customerrelations@jbglobal.co.uk

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,


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Mattymatty2's Comment


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