Anyone used www.oakfurnitureland.co.uk?

abdulfrost

I bought furniture off this company on 23/05/2014 to a total of £509.42, the payment was taken twice by this company , so I rang to speak to them and they agreed the payment had been taken twice and would refund one payment and the other would still same on the order, however they have cancelled both orders and only refunded one payment of £509.42 luckily I only noticed this when I went to check on the order on sunday night. I called the company on 26/05/2014 and was told no order exists and they have not taken any money even though I had 3 authourisation codes from my bank and one was still active showing they still had the money, after speaking to KIM the so called manager who was rude and refused to acknowledge the money order or the authourisation code I was then passed onto CLAIRE who was even ruder and basically refused to speak to me without being rude. Sham of a company crooks liars and thieves do not buy off this company at all they will take your money cancel your order and deny you exist BUYER BEWARE.

abdulfrost

I bought furniture off this company on 23/05/2014 to a total of £509.42, the payment was taken twice by this company , so I rang to speak to them and they agreed the payment had been taken twice and would refund one payment and the other would still same on the order, however they have cancelled both orders and only refunded one payment of £509.42 luckily I only noticed this when I went to check on the order on sunday night. I called the company on 26/05/2014 and was told no order exists and they have not taken any money even though I had 3 authourisation codes from my bank and one was still active showing they still had the money, after speaking to KIM the so called manager who was rude and refused to acknowledge the money order or the authourisation code I was then passed onto CLAIRE who was even ruder and basically refused to speak to me without being rude. Sham of a company crooks liars and thieves do not buy off this company at all they will take your money cancel your order and deny you exist BUYER BEWARE.

CustServChamp

My wife and I bought a dining set a few weeks back and one chair arrived faulty. I contacted them straight away and asked for a replacement. They were reluctant to do this and pushed for a repair. Eventually they agreed to replace. A few days later they rang to say the chairs had been discontinued and repair was the only viable option. I agreed to this on the basis we received a good will gesture as I'm not convinced the repair would stand the test of time but frustratingly I really love the design and don't want a refund and need to purchase more items from them. OFL agreed and sent out a repair technician who didn't have a good word to say about them and after several attempt to repair actually broke the chair. Now we have to replace the chairs with a design we don't want and they backtracked on the good will gesture too. They then backtracked again and offered £50 but then said they'd recommend we have a refund??? I wrote to their MD and their Director of Retail rang me and agreed we had been treated badly, and they had lied to us as the chairs were actually in stock.They back tracked further and stated that they don't do good will gestures. They then proceeded to say that they actually didn't want my current or future custom and wanted their furniture back! They only day they can arrange a pick is when my wife is in hospital! I'll now need to book time off work for them the pick up our purchases that we don't want to return? Please, avoid Oak Furniture Land at all cost!

twe

Bought a dining table from these guys and their polish, hopefully everything goes fine but wanted to ask a question.


The legs are separate to the dining table. Do I need to polish the whole thing when I have made it up, or when it is in pieces? Will be just the top and 4 legs.
Thanks!

david.proctor

Spent £1800 in OFL and ordered 4 items from the rustic range. All four tiems had faults ranging from a cracked panel on the TV unit to splinters from the nest of tables and dining table (hazardous if you have kids or just follow the guidance and wax the furniture).

Homeserve called. Did an acceptable job on the dresser (alhtough still noticeable), filled and laquered the splinters (table still visible but safe at least and nest needs replacing).

Second TV unit delivered with 5 faults ranging from a chip out of the leg, a split panel, poor repair and missing varnish / finish. Although it is clear they won't be repaired to the 'workshop finish' they advertise I need to have a 3rd home visit. This will be followed by a fourth as they will need to replace the unit due to split panel. So I guees I'll need to take a fourth day off (7am - 7pm!!!) and wait for OFL to complete my furniture set. Try Next or your local furntiure maker.

blueboy48

It seems that Oakfurnitureland have their own understanding of “customer service”. If the furniture you have ordered is delivered in good condition and you find it acceptable then, obviously there are no problems. However, if when you receive the goods and feel, as we did, that they are not of satisfactory quality, then forget the idea that customer service is there to help or please you.
When we unpacked the oak chest that we had ordered and paid for in one of their showrooms we noticed immediately that the top inlay panel did not fit uniformly within the frame of the lid. It was not square with the side pieces at each end which we felt completely spoiled the look of the piece. We followed their procedure of reporting the problem on line. Two days later we received a phone call in which they argued that these gaps were expansion gaps and that therefore the piece was not deemed faulty. When we challenged this we were again asked to follow their on line procedure, which to say the least is involved and complicated. To summarise: you have to take photos, placing coins or a ruler in shot, showing the part of the furniture you are concerned about. You then have to upload these photos to them, and then wait another two days for them to contact you.
This is where customer service seems to be working for Oakfurnitureland the company, rather than their customers. According to the Sale of Goods Act 1979, the customer is entitled to a full refund including the cost of collection, if the goods are not of satisfactory quality or have minor defects. The whole point of the argument from Oakfurnitureland’s point of view was to deny the goods were faulty, solely on the evidence of our photographs. There was no suggestion of sending somebody to see the problem and discuss it face to face. The Oakfurnitureland’s customer service representative was obviously determined that they would not agree that the goods were faulty, thus placing the £50 charge for collection on us rather than the company. The representative stated that she was the final arbiter on the subject and left us feeling that there were no further options for us to pursue to find satisfaction. It seemed that our point of view as customers was of no importance and she implied we did not know what we were talking about. We were referred repeatedly to the “owners manual” which we received at the point of sale (but only after we had ordered and paid for the goods). This booklet contains detailed terms and conditions which, we now realise, allow Oakfurnitureland to avoid their responsibility to deliver goods of a quality that will satisfy the reasonable customer. The conversation continued for ten minutes or more with the representative showing no sign of trying to find a way of resolving the issue to our satisfaction. This was an unpleasant and distressing conversation, and eventually we felt we had to agree to a refund, less £50, in order to draw this hugely disappointing affair to a conclusion.
So, whose side is customer service on? We are old-fashioned enough to believe that they should attempt to please and satisfy the customer. Oakfurnitureland customer services appear to see their purpose as looking after their own interests and denying the reasonable customer satisfaction with their rigid and impersonal method of dealing with complaints.
Surely it is a reasonable expectation that the customer should feel pleased to have a new piece of furniture that they feel is of good quality and not marred by what they perceive as obvious defects. There is no way we would ever consider doing business with this company in the future and advise others to be very cautious.

adge123

Bought 5 peices and 3 turned up not to a saleable condition, the 3 were repaired, we accepted a large scallop on one item but asked for 1 item to be exchanged as the repair was pretty poor, they refused to exchange it as it was their choice whether they exchange an item - look at their contract they have it sown up. The furniture we received was mostly sub standard and will not buy from them again even though we want dining room furniture matching - once bitten! and yes their customer services are very nice until you ask for an exchange item because your not happy with the repair and they are happy with the repair that they have only seen on a picture that the repair man has sent them.

AndyTr

I have had the worst customer service experience of my life with Oak Furniture Land - I mean, seriously, nobody else has come slightly close.

We have a TV cabinet we bought from them 6 months ago, which was fine, so I decided to get the matching nest of tables for my partner as a surprise.

We had a 6 day old baby in the house at the time they suggested a 7am delivery, so I said this was no good as we might miss the knock at the door through sheer tiredness. They said they would not guarantee a delivery slot any later in the day due to our location on the delivery route and it was company policy not to commit to anything. It quickly transpired that I was being threatened with a £40 non-delivery fine which was hidden inside the website T&C's I checked when purchasing. When I questioned this and said I would cancel my order and take a full refund, I was told I would not get the £40 back and that they would replay the previous recorded phone conversation to me to demonstrate that I was informed of this.

After a couple of conversations where I felt as though I was very much secondary to their profit, a manager in the delivery department overruled the "no preferential delivery time" policy and agreed to deliver it a week later in the afternoon.

I wrote an email to the MD (Jason Bannister) explaining the terrible service and suggesting the policy should be amended for future customers' sakes, then to my utter amazement, I've just received a call from his personal spokesperson saying they were cancelling the agreed afternoon delivery this week and would not commit to any others. I asked if I could have any afternoon delivery on any day in the future and was told "No, that will not happen."

For reference - I'm not somebody who shouts and screams down the phone or quotes laws at people. I was perfectly calm and pleasant throughout, but still got hung up on without saying "bye" at the end of one of the phone calls with the delivery team.

I am still in shock. Has anybody ever heard of such blatant disregard for customer satisfaction before? From what I can gather, the MD himself has requested our agreed afternoon delivery was cancelled and the ability to offer this has been taken away completely. I want nothing to do with this company ever again. Such poor service.

Johnycuban

Well we bought a bed from OFL and it arrived today, Shocker!!! Absolutely fine no issues, friendly delivery guys, called 20 mins from drop actually bang on the 10:00 of the 10:00-13:00 window.

Comms great from order, was told could take upto 6 weeks in store, got email next day to say it was instock and could they arrange delivery, I was due to leave the country for two weeks and was worried they would "insist" on it being made or make me pay for prefered delivery, nope told the CSA that I was away "no problem sir when are you back" perfect service!

Salesman was bit of Kn08 but to be expected when they are on commission tried had to sell insurance and prefered delivery.

So I would say I am a happy customer.

computermark

I have just spent approx. £800.00 with this company and all I can say is buyer beware!!
Customer services are a very unpleasant place to be if something is wrong with the item or Item's you have purchased.

I purchased three items from Oak Furniture Land and was assured it was of the best quality and hand crafted and heavily discounted! This description I found out was their loop-hole for customer services.

E.g. If you complain that the item is badly put together THE REPLY IS HAND CRAFTED WHAT DO YOU EXPECT!!
If you say the wood shelf is not central or resting on the horizontal supports HAND CRAFTED AND RUSTIC AS IN THE TITLE OF THE FURNITURE WHAT DO YOU EXPECT
But the one in your showroom was perfect? I THINK YOU SHOULD SEND PICTURES OF YOUR PROBLEM. NO THAT LOOKS FINE ITS HAND CRAFTED. Silly me of cause it is!!

I know! I will send an email to the MD with photos. Phone call that very afternoon THE MD AND MYSELF (Personal Assistant) THINK THE CONSUL TABLE YOU HAVE PURCHASED IS FINE AND THAT IS THE END OF THIS MATTER, but the shelf is 6mm shy of the legs on one side but touching on the other! IF WE SENT A REPLACEMENT WE COULD NOT GUARANTEE IT WOULD BE BETTER THAN THE ONE YOU HAVE!
I will be taking this further. IS THAT A THREAT? In a physical way no, in a legal way Yes..
End of phone call.

Well that just about sums up my dealings with Jason Bannister's new empire OakFurnitureLand only to say buyer beware....
To return the item's within 7 Days will cost you £50.00 per item if they say the item is fine via email or phone.

On looking at the very high volume of complaints about this company, I wish I had checked the internet first before purchasing