Oak furnitureland UK

When placing our order in the Cheltenham shop we were actively sold the "White Glove Delivery Service". My wife explained that our home is a cottage and getting the furniture upstairs would require lifting through a hatch in the ceiling, so we would prefer to handle this ourselves. The sales-person insisted that it would not be a problem and the delivery drivers deal with that sort of thing all the time. So we paid £58.99 for the white glove service.

When the order arrived, the delivery team were like a throw-back to 1970's Britain. Scruffy, swearing on the drive and complaining about how the stores put on them and "Elf & Safety" made it impossible for them to deliver the product anywhere other than the ground floor.

My wife called the central customer services team and agreed that we would take the goods and arrange to get them taken upstairs and assembled ourselves and in return Oak furnitureland UK would refund us for the white glove service.

The drivers, with a lot of huffing and puffing and more swearing, manhandled the order in and dropped it in the lounge. They refused to take away the packaging: "Because you ain't paid for the white glove service no more, luv!"

Despite assurances that we would be refunded for the white glove service, this never happened.
My wife emailed, chasing this and has been totally ignored.

I have purchased nearly £3000 in furniture including the 5 years insurance and with no surprise before the 5 years needed to action on the insurance after having problems with my dining chairs.
After a long process had the replacement approved by HFR. For my surprise, Oak furnitureland UK said because Oak furniture doesn't manufacture the same chairs, they could no replace it, instead, they offered a credit, which is enough only to cover 4 chairs!( I originally purchased 6 chairs, but somehow when the calculate the claim- still waiting to hear how does that works- you end up with a bill of over £240 if you want to replace the 6 chairs).
After long discussions I just got tired of waiting for them, so I paid the amount to replace the chairs and I was told that Oak furniture would be contact me shortly to book a delivery. I genuinely thought that would be it. But for my surprise it has been three weeks that no one have contacted me. Every time I contact HFR they said they have done they bit. Every time I contact Oak Furniture Land they say they are waiting to be contacted by HFR. I am in the middle of them just feeling I have been taken for a ride. No one can give me any further information. Always with the same excuses. I wouldn't recommend them to anybody and please be ready for a long wait - with so signs of getting it ready if you go ahead and buy from them. P. S I am still waiting to hear from them!

Quite literally - it doesn't get any worse than Oak Furniture Land for appalling customer service.

When placing your order in store or via their website, the small print states that you are subject to a fine if you miss the initial delivery or wish to return an item. This (according to them) overrules the distance selling act and the fine will be removed from a refund if you wish to cancel your order the day before delivery or after the product has been delivered.

In our case, the fine was £40 for a £120 set of nested tables. Looking at the 17 pages of complaints about them on the moneysavingexpert.com forum shows this is less than the £50 some people have been charged for larger pieces of furniture or £150 for a table and chairs.

Their approach to this fine is callous and unsympathetic, with absolutely no ability to sway them according to your circumstance. In our case, we had a 6 day old baby and Oak furnitureland UK were telling us the delivery would be at 7am. When I said this may mean we were too tired to miss the knock on the door, I was told it was company policy not to offer an option. After two frustrating and stressful phone calls with the delivery team, a manager overruled this decision and offered a PM delivery a week later.

I emailed the MD to advise their delivery policy should be amended for the benefit of good customer service, however 2 days before the new delivery slot, the MD's personal spokesperson phoned me to say the delivery had been cancelled and any ability to confirm an afternoon delivery was "not going to happen".

Terrible, appalling, awful customer service.

Our experience in the Hull store in June 2019 was excellent. Melvyn Hammond really looked after us, offering us a choice of hot drinks, and helping us navigate around the store as my wife suffers from multiple sclerosis and uses a wheelchair. We found all of the staff to be polite, friendly and knowledgeable. The actual sales process with Melvyn was easy and stress free, and we give the Hull store a maximum 5-star rating. However, we would have to rate the after-sales service as truly appalling.

The delivery came on time. The men who brought our new dresser were polite and friendly. The dresser came in 2 parts, packed in very large JB Global boxes. I had to unpack the furniture myself. The driver suggested that I open the base of the box and then tip the box base down so that I could lift the box off, as the delivery staff didn't unpack items. Oak furnitureland UK left and I began with the dresser unit. I'm pretty fit and strong, but I have to say it's a tricky, awkward job that requires some strength.

Once the dresser was unpacked, I discovered that its left hand door would not close. On examination it appeared that the magnetic catches were faulty and the door appeared to be warped.

I telephoned the Hull store and spoke to Gavin. He was very apologetic about the faulty door, but he couldn't do anything about it at that time as the store's computer system was down. Gavin gave me the number of the Oak Furnitureland service centre, *******254 and told me that they would arrange for a replacement.

I rang the service centre. After a 10 minute wait I finally managed to speak with a member of staff. I explained the problem. The man I spoke to told me that in order to have the faulty product collected and replaced I would have to take pictures of the fault and also of the labels attached to each unit of furniture. I told him that meant I would have to unpack the sideboard and then repack it, but he insisted that that was what I had to do.

During the call the man told me the label in question would be stuck to the back of the dresser. I checked and there was no label. Following his instructions, I checked inside the drawers, underneath the drawers and in the cupboards. I even lifted the unit up and checked underneath, but found no label. In doing so I found a 1 inch brass screw rolling around loose inside the left hand dresser cupboard. Thankfully it hadn't caused any damage.

The man I was dealing with came across as uninterested and, frankly, not very bright. He said all he could do was to email me a link to arrange the return online. I was by this time extremely angry, and I informed him that I was legally trained, and that if the matter wasn't dealt with quickly, I would be taking legal action. I also explained to him that as my wife has multiple sclerosis, having all the packing materials strewn around the floor was a very serious trip hazard for her. He told me there was nothing further he could do and the call ended.

I checked my inbox and located the email. It was no help at all. The link supplied me with a one-time password that didn't work. I tried to register and found I already had an account, which I then recalled Melvyn had very kindly set up with me in-store. I clicked on the Forgotten Password link but that didn't work either. I would add that I have over 30 years of in-depth IT experience.

I decided to unpack the sideboard and try to locate a label on it, but yet again I couldn't find it. I rang the service centre a second time. After another long wait I spoke to a woman. She informed me that I would need photograph the fault on the dresser and the labels on the outside of the boxes. I said I would do that.

I explained to the woman that I would need a Saturday delivery. I informed her that I had taken a day's leave to receive the delivery and that I now only had 2 further days of leave until November. Looking after my wife, who suffers with multiple sclerosis, meant I could not afford to take another day of leave. The woman was as unsympathetic as the first person I spoke to at the service centre. She informed me Oak Furnitureland do not make Saturday deliveries and that I would have to arrange a week day delivery. She then said "Have a nice day". I was astonished. I asked her if it sounded like I was having a nice day, and told her that her comment was unbelievably stupid in the circumstances. I ended the call.

Once I calmed down, I decided to check the faulty dresser door again, this time with a powerful torch. After 10 minutes of careful examination, and by comparing the faulty door with the one that closed properly, I discovered that the shelf in the dresser cupboard was misaligned by approximately 1.5 millimetres. That was the reason the door wouldn't close.

I checked the brackets holding the shelf in place and discovered that they were adjustable. I carefully unscrewed the brackets so I could adjust the shelf and align it correctly. The door then closed properly. I tightened up the screws and was able to mount the top of the dresser on the base and complete assembly.

Our experience of the after-sales service of Oak Furnitureland is that it is truly dreadful.

It is inexcusable that the dresser was sent out in that condition, and with a loose screw rattling around in side it. Your quality assurance process is clearly inadequate. The team that packed the dresser cannot have failed to notice that the door kept swinging open, and they must have deliberately packed it knowing it was defective.

The Oak Furnitureland service centre was laughable. Both people I talked with were uninterested and unhelpful. Your returns process is flawed and of poor quality. The packing around the furniture was very good, but it appeared to have been done with the aid of an industrial packing machine. The packaging was so complex that it would have been virtually impossible for me to repack the items in the same way, particularly as my wife is physically unable to assist me.

I telephoned Melvyn at around 11:15 am on the delivery day and explained what had happened and that I had, eventually, managed to do what the quality assurance checker at the factory should have done, and repaired the fault. I also told him about our experience with the service centre. I thanked Melvyn for the excellent service we had received in the store, but I explained that the dreadful after-sales service we experienced meant we wouldn't be buying anymore furniture from Oak Furnitureland or recommending them to friends and family. It was a shame to have to tell Melvyn that and he was clearly unhappy for us and what had happened. It's a shame that Oak Furnitureland employs such good quality staff in the shops but then backs them up with such a sub-standard after-sales service.

I did eventually find the labels on the furniture. I had to use a torch, put my head inside the cupboard of each piece of furniture, twist around and look at the inside corner of the roof of the compartment. The labels were so well hidden that I only discovered them when I gave the furniture a thorough waxing. It seems incredible to me that the service centre staff would not know where the labels are located.

From the perspective of my wife's condition it also seems to me that Oak Furnitureland may not be satisfying the requirements of the Equality Act 2010 for some of its customers.

Providers of goods, facilities and services must not treat you less favourably than they would treat a person who is not disabled. Service providers must make 'reasonable adjustments' to allow a disabled person to use their services. If they don't do this, they must be able to show that their failure to do so is reasonable.

We fail to see how someone like my wife, or an elderly person, would be able to deal with a delivery from Oak Furnitureland if they live on their own.

I wrote to the Chairman, CEO and COO of Oak Furnitureland. All I received back was a call from a fairly inept complaints department operative who admitted that the customer supprt team had totally mis-informed me. I should not have had to repack the furntiure and they should have just arranged a pick-up and redelivery. We have not had any sort of written apology from the firm as of end of July 2019, and the Board really don't seem to give a toss. I have several work colleagues who have also experienced similar problems with Oak Furnitureland.

Our advice? DON'T USE OAK FURNITURELAND! THEY DON'T GIVE A DAMN ABOUT CUSTOMER SERVICE ONCE THEY HAVE YOUR MONEY AND THE BOARD IS ARROGANT AND DISINTERESTED!

Regards,

Peter Jones.

I ordered 4 items and 2 of the items were replaced. One of the replacements was damaged on arrival and had to be touch up by Homeserve.

I made the mistake of accepting Homeserve to repair the coffee table as the finish is like that of a deck chair. OFL advise to bees wax. But then Oak furnitureland UK aldo offered to relaquer. Homeserve arrived and explained it is impossible to relaquer a stained oak coffee table without sanding down and respraying. Homeserve accepted the coffee table was unnaccptable, also that 50% of items are usually faulty from the source in the far East. (OFL then reclaim 100% of the purchase price from the sweat shop in Vietnam).

Subsequently OFL will not replace as they insist relaquering is their offering.

Advice. If you use them... make sure you can afford to have at least 2 days off work for repeat deliveries and Homeserve.

If you pay for the insurance and Homeserve come out, their report carries more weight than you... even though the chap from Homeserve is not a craftsman. So, don't let Homeserve come to you, send the goods back. Ensure the order is fulfilled within 14 days so you can cancel the order on OFL as per credit card.

The credit card company won't protect you (after 14 days) if OFL have offered you some sort of resolution... even if this resolutiin is unacceptable. Obviously respaying on top of bees wax is extremely unacceptable.

I'm disappointed to say the least. I'm glad my dealings with them are over.

Finally... don't trust them. Even customer services are obstructive. Once the items are delivered and Homeserve are involved the telephone people you are switched to are more fob-off/negotiators.

I can live with the QC faults but they have given me a stressful few days. If you can afford to pay 10% more go to a quality supplier who is customer focused, the 10% extra will be saved on wasted time.

Oak Furniture Land is a ruthless company.

Purchased our three seater end electric recliner sofa in November 2018 for £850 including gold delivery and installation. We had tried the sofa a few times before we decided to buy and all appeared ok. The salesperson was very attentive until the sale was completed, but once he had secured the sale he immediately lost interest, a trait one of his colleagues told us was normal. Alarm bells should have rung on delivery though, the installers were disinterested and surly, I had to remind them that we had the"Gold" service that included the removal of the packaging that Oak furnitureland UK were reluctant to take. After a couple of months the wear was noticeable, material bagging and cushions not returning to shape. The staff in the store in Salisbury said they could do nothing and advised me to contact the company directly. I tried on several occasions to speak to someone who could give me the time to listen to my account, with no luck. When I emailed the company the site promised someone would reply at the earliest opportunity. We are still waiting. The sofa is a disgrace, we are two pensioners who just sit at each end, we rarely use the reclining option. The seat cushions are compressed and the material covering is loose. The sofa looks like it's been in a busy family home for five years. It is so bad even the charity shops will not take it.
Buyer beware.

PLEASE do not enter into any transactions with this sham of a company. I recently ordered over £2k bedroom furniture and got told the wrong information on dimensions by a new member of staff. When the delivery men arrived at my property Oak furnitureland UK didn't even attempt to bring the furniture into my home and just said it won't fit. The delivery men had no template with them and the furniture was packaged completely different to how I was advised at the point of sale so how can I be responsiblefor ensuring it fits if I don't even know the dimensions including the packaging (that's on the assumption it didn't fit). They sneakily make you sign t&c's at the point of sale and say you've got 7 days to read it. In those terms you may be liable to pay 20-25% of cost price. As the delivery men said the furniture wouldn't fit they've taken £400 off me without so much as a letter explaining everything. Oh and they've overcharged me! They have the worst customer service I have ever experienced. The staff are not there to help customers at all. Their responsibility is to secure monies in a deceitful manner for the owners. They don't care once they've got your hard earned money. Please look at Doorway to Value instead who have been outstanding.
PLEASE AVOID OFL!

I don't often leave reviews but felt I had to on this occasion just to highlight the extremely poor work quality of the furniture we ordered which has so far been replaced 3 times (still unresolved) and the poor customer service received.

To keep this brief we ordered over £2000 worth of units 7 pieces in total St Ives range, several needed replacing on arrival due to very poor quality these are heavy large units - the door knobs had been moved position re drilled and then filled poorly sunk holes, large damage / splits in the cabinets, paint drops over the shelves, bowed doors, bowed shelves, missing paint patches to name a few. Photo's were sent to customer service and replaced units were arranged with a 3 week wait time (the other units had to be repaired via their homeserve company). These replacement units arrived damaged again major splits on the wood panels and same poor finishes.

3rd replacement was promised to be quality checked prior to delivery, I would have thought after the issues we received the units would have been quality checked prior to replacement, unfortunately the quality checked units were also faulty.

We are expecting the 4th delivery Friday which is a white gloved service, we are just very disappointed and did not expect such a poor experience with Oak Furnitureland, the inconvenience of waiting in each time for deliveries, the amount of packaging which you are expected to remove and dispose of yourself, 3 trips to the skip so far and units not worth filling up and using as you know it will all need emptying to be replaced again, and all the time on the phone, email sending photo's etc.

Not once was it mentioned by Oak Furniture Land sales staff that if the sofa we selected wouldn't fit through the door of our home we would be paying 25% of the price of the sofa to return it. Not a word was said on this topic during our time in the show room or during the sale. Their staff should explain this with the customer before an order is placed both verbally and staff should highlight this in the contract before a sale is agreed. I highlight to you that our experience was not a word was said to us on this when we ordered our sofa. If we had been told we would not have placed the order. You need to know this as it can be hundreds of £ to return items.
Not once was it mentioned to us by their sales staff to measure our doorways and the sofa to make sure it would fit through the door. If it had we would have taken care to take the measurements of our doorway and the sofa we wanted.
My husband and I feel really ripped off as there was zero customer care to ensure the product was suitable for our home. No advice given on size and how it may struggle to fit through a standard doorway. No advice given on how to ensure the right sofa was selected. No advice on measuring. And zero transparency on high costs of returns.
Once Oak Furniture Land knew the sofa was not a good fit for us no alternative solutions other than leaving it in our garage or sending it back at a huge cost are offered.

I ordered dining room furniture (dining table and 6 chairs, 2 x sideboards, 2 x lamp tables and a coffee table) on 5th October 2020 and was given a delivery date of 11th Jan 2021. Shortly before this date we sold our existing furniture to make room for the new furniture.
Then nearer the delivery date we were told that most of the order was available but not the dining table and chairs. We asked to have everything else delivered, but were told that we would have to pay for the full order to do this - so we did. We accepted the new delivery date for the dining table and chairs which was 30th March.
Then today (26th March) we are told that the delivery date has now been moved back to 23rd April.
After the usual "we are experiencing an unusually high demand" on the phone line, It was confirmed that we couldn't have our dining table and chairs until the new date (remember, the order was placed on 5th October 2020!). I suggested that as this was all one order, I should cancel the whole order and ask them to collect the part order which had been delivered. I explained that I had a contract with them to supply a full set of furniture that Oak furnitureland UK hadn't completed in the contracted time, and therefore I had every right to cancel the contract and receive a refund - I was told that I couldn't do that.
Wishing to be reasonable, I suggested a suitable compromise would be for them to deliver the 6 dining chairs (which were available and paid for) and temporarily lend me a dining table from my local shop until my table arrived in late April (or who knows when). This compromise was rejected out of hand by Oak Furniture Land. (Don't forget, we haven't had a dining table or chairs for months at this point)
What a wonderful experience this has been - be warned! Appalling customer service.

If my experience was based on just one bad experience concerning one delivery then fair enough but I have had nothing but problems with this company regarding most of the items on my order there incompetence at times has been embarrassing I have had to resort to being part refunded due to the 2nd replacement sofas being delivered with more damage than the pair Oak furnitureland UK replaced!

It is fair to say based on my own personal experience I would not consider buying another single item from Oakfurniture land.

Update (06/05)
So I rang to arrange collection of the two damaged sofas for refund and I was informed that there will be a 30% charge applied against the footstool as that item was not reported faulty. This is a complete joke the amount of inconvenience this company have caused me with the time taken off work and still now they show little care to make things right. Despite speaking to her manager twice about the issues we had they were still not prepared to waive the fee. I spent close to £4000 with this company and I have had nothing but issues down to there incompetences. I have put a hold on the collection whist I seek legal advice.

I'd warn any potential customer to steer well clear of this monkey outfit.

We purchased a desk from them at the rugby store, it got delivered one week later.
The delivery people tried to take it upstairs after making me sign a waver for any damaged caused. Oak furnitureland UK got it to the top were a turn was required but they did not attempt just bought it down and said it wont fit.
Now the real problems started I contacted the customer service department and talked to Alex. He stated that he needed my signature proof but can't get it till Monday, we discussed a good will gesture of £30 to £50 and he would contact me on Monday afternoon. ( DID NOT Happen)
I called back and a different person got involved Amanda told me that Alex had not got back to me because he though I should get more. I asked to talked to a manager and was told that one would phone me back (DID NOT HAPPEN)
I called back and Amanda said she would deal with it (NO response).
I called back and another person got involved (Tia) although she was helpful and talked to her manager and was told give him £30 (insult).
I asked them to listen to the calls which they claim the did but there version doesn't agree with my recordings. They then tell me I have to apply for the recordings which I did only to be told I might get them in 30 days but if they want to it can be longer.
THIS COMPANY IS ONLY INTRESTED IN CASH AND NOT CUSTOMER SERVICE.

I would like to start by saying the salesperson in the shop was great and very informative. Me and my wife walked into the shop by chance and the first table in the shop was the Hercules table and chairs. We fell in love with the table as soon as we saw it and agreed to buy it. We were surprised that delivery only took just over a week. Upon receiving the table my wife noticed that there was a strip off oak on the end of the table that looked grey and weathered so she called customer services only to be told that it was a natural colour variation. We then went back to the store were Oak furnitureland UK agreed that it was in fact faulty due to the weathered look and to call back. I then called customer services to dispute this only to be told the same thing so I asked to speak to a manager. I explained to the manager that I am completely aware of natural oak and its colour variations as the rest of the table varies in colour however the weathered grey look of this strip Is not a natural colour variation. He kept repeating himself and he said i have 2 options keep the table or return it but it would cost me £50 as the table is not at fault. I am extremely disappointed with this FAULT as it ruins the whole appearance of the table and now it looks as tho I'm stuck with it what a waste of £1000 please do not waste your hard earned money

Terrible furniture and terrible customer service. First dresser i ordered half the order was missing as Oak furnitureland UK delivered the top part but not the bottom piece. As a good will they gave me a lamp but on delivery it was damaged and i had a complete nightmare trying to get that replaced. When i finally received the rest of the dresser it was damaged and it had a screw that had been screwed in underneath but they had actually come straight through the unit, which resulted in slit finger and 3 stitches as the screw was inside the unit and was discovered upon cleaning the unit. I again had a nightmare trying to get through to customer services to get the unit replaced. They don't respond to emails, so don't waste your time emailing them. The whole experience of purchasing furniture from them was very unpleasant and so far i have purchased both a dresser and a seperate sideboard and all the pierces have some form of damage to them. I can honestly say that i will never purchase another item from them as the quality of the furniture i received was terrible and their customer service was worse than the quality of their furniture. All i received from them for all the stress they caused and time off work was a sorry, so i'm now in the process of taking legal advice due to my injury. All i can say is there lucky it was me who injured myself and not one of my children because how on earth does a unit that has a sharp screw sticking out of it pass quality control and end up with the end user... disgraceful. After reading several other negative reviews it seems that the pattern is the same... damaged furniture, damaged replacement furniture, zero response to emails, terrible customer service... karma will be when this store goes into administration!

Bought Alto dining table set. Started to crack after a few months. Oak Furniture land customer service immeadiatly tell you your at fault.
Ignore these people and speak to decision maker eventually after sending photos emailing CEO and visit from Homeserve.
A replacement table eventually arrives. I found the whole process exhausting lt was verified to be a manufacturing fault.
This is where oak furniture land exposes there true nature.
The table that arrived looked nothing like Alto range almost orange in colour, blotchy sanding marks, table end not aligned.
Moreover to top it off a red stain the size of an apple in middle of table!
Immeadiatly sent pictures away again Homeserve attended "again".
Agreed with me that the table looked nothing like range and was substandard.
Now I'm told it's just the natural wood grain This company is disgusting and will rip you off if Oak furnitureland UK feel like it
End result l have a stained blotchy table that looks as if it has been in somebody else's home and it cost me over 800 pounds Avoid this company like the plague the furniture is mass produced in Vietnam.
And sold to unsuspecting Brittish public.
They have been investigated by BBc watchdog before and WWF for non sustainable timber supply.

Today's incompetence and rubbish customer service award is won, by a country mile, by Oak Furniture Land and Homeserve Furniture Repairs. Not only have you managed to deliver furniture that was in mouldy boxes, had rusty screws and swollen panels, I really thought I had purchased a new product You have sent someone to repair them and only given them permission to work on one product meaning I now have to wait in again tomorrow for you to send someone else out. To make matters even more impressive when I phoned you, you told me that the technician had only been allocated 1 hour to do our work and despite him only being there five minutes you refused to allow him to look at the other furniture, 10/10 Homeserve Furniture Repairs for pure idiocy that now takes more time out of my day and also for trying to pretend you provide excellent service when you called me to book the second appointment by telling me the job only came in at 13:25, problem of course being I was on the phone to you both at this time and you refused to let the technician do the work! Oak Furniture Land where do I start! Perhaps you should not try and sell products that have a quality control mark from October 16, or products that are in mouldy packaging, or products that are rusty and not fit for purpose. Perhaps you could employ more and better customer service staff so that I don't have to spend more than a cumulative 1.5 hrs listening to your hold music in an effort to talk to someone. Perhaps you could even let me talk to the supervisor that is standing next to your script reader from the help desk rather than telling me I need to wait 24 - 48 hrs for them to call me back. Although I didn't want compensation from you I was ultimately amazed that after telling me it was your fault for not booking the work correctly and I would need to be at home from work for another day that you told me you would not offer anything, a small token gesture would have gone miles. Moral of today's story kiddies, if you want rubbish products that need repair as soon as Oak furnitureland UK arrive, disgraceful customer service delivered by incompetent buffoons then spend your hard earned cash with Oak Furniture Land and Homeserve Furniture Repairs save yourself the trouble and shop somewhere else! #oakfurnitureland #homeservefurniturerepairs #rubbishquality #poorcustomerservice #secondhandproducts #avoidoakfurnitureland

We are pensioners and have moved to a retirement property. We ordered a large dresser which is fine but the delivery process was horrendous. The date was fine and Oak furnitureland UK gave us a time slot and duly arrived however they informed us they could place said dresser in lounge. But do nothing more! The packaging was horrendous - lots of the dreaded polystyrene and masses of cardboard and plastic! They told us that they could not the packaging away not help in moving into place and weighed 40 kilos then left as they had many more deliveries!
We live in a retirement Flat with no family nearby so we had to set too and remove all packaging which took about two hours and now we have the onerous task of disposal of said materials! Fortunately we have a car but it will mean trips to the tip
There is a bruise on the side but the paper work states they will only replace if the packaging remains in tact! How do you remove very heavy items without cutting up the cardboard etc! We then had the horrendous task of moving it into place which meant we had to lift the top of a heavy solid wood dresser on top of the base cupboard! My husband has recently had pneumonia and has a broken bone in his hand - I myself have had a knee replacement and arthritis!.
I now know why we buy stuff from John Lewis - excellent delivery service - they remove all packaging and take it away with them as well putting items in place.
The dresser looks lovely and we hope it lasts but we will think twice before buying from this firm again unless they change their deliver policy!

Carol and Gerald Parker, wembley

This is exactly I have wrote to the OFL.

Dear Sir/Madam,

Order ref:

I am unhappy about the response I have received regarding the order ref above.

1. I have a brief conversation on Thursday 10/05/2018 with the customer service team, according to my conversation with the customer service team I was advised that based on the inspection report by the Homeserve team it has been confirmed that the overall condition of the bed was rough.

2. I have been advised by the customer service team that due to the lack of the space in the bedroom to do the work I was offered to have a replacement of the head and leg part of the bed, and it would be entirely the oak furniture land responsibility to dismantle and reassemble the bed in the bedroom.

3. As per the delivery schedule which was arranged to replacement the head and leg part of the bed today the 15/05/2018 in between 0800-11.00. As the delivery team turned up the property Oak furnitureland UK refused to dismantle and reassemble the bed as they did not have the right tools with them.

4. Whilst the delivery team was in my property I have received a call from Ms Daisy. Although I was driving to my Office at that time, I have pulled up car and I have explained her that
A. It is not really very easy for us to dismantle and reassemble the bed, also to arrange another day off just to receive the delivery. Today my wife had to take half day off due to this.
B. I have eventually request her to cancel the order and arrange a refund. Ms Daisey then advised me to hold the line. While she put my phone on hold, she then contacted my wife and told my wife that I was agreed to receive head and leg part. Once we dismantle and reassemble the new head and leg I should be contacting the delivery team to collect the old head and leg. My wife then contacted me back just to confirm, as I have told my wife what exactly the conversation I had with Ms Daisy. My Wife then advised Ms Daisy to contact me back which she did not.
C. I found Ms Daisy manner of conduct is utterly unprofessional. She not only lied to my wife, she put the transparency of customer service level to the bottom.

I am completely unhappy with the condition of bed has been delivered, and thereafter the support I have received.

I would request to cancel the order and arrange a refund.

Sincerely yours,

Waited 3 months for delivery for my items from the HOVE range. Delivery guys were great, took products to the room specified.
Opened head and foot board to find that the paint job on the foot board was shoddy at best and the head board was broken. Looked as if someone had kicked it in before putting it in the box. On top of this, the head board was also poorly painted and dowels could be clearly seen as it was not put together correctly and Oak furnitureland UK had tried to paint over it.

Called customer service the same day, was told to sleep in the bed anyway until a replacement could be sent (in 3 months), had to inform them that this is a HEALTH AND SAFETY RISK. Had to ask to have the broken items collected and was initially only offered £45.00 refund for the inconvenience of having a broken bed delivered and having to sleep on the floor for the next 3 months. After waiting a further 15 mins, was then informed that they would be able to offer a £50 refund.

Also ordered 2 blanket boxes, have only opened one so far. Packaging is not easy to put back in the box or take it out. Tipped it on to mattress to make sure nothing would be damaged (even though was still in packaging). Found scuff marks in the paint work, dents in the wood work and had a poor paint job.
Not looking forward to taking the other blanket box out of the box at the risk of further disappointment.

If the wait and the broken items (which are apparently quality controlled) were anything to go by I shouldn't have been surprised with the customer service, but it was truly SHOCKING to be told to sleep in a defective and broken bed especially after sending through the images of it.

The level of incompetence and lack of empathy is astounding.

I bought about £3000 worth of furniture from oakfurnitureland, and while the furniture is nice, the customer service is non-existant, Oak furnitureland UK simply do not care.
They broke the mirror, but the damage was at the back of the frame, so when we inspected the delivery we did not see the damage. We did not find the damage until we came to take it out of the box to hang on the wall, only to find the frame was completely broken and unusable.
It was 100% obvious from the photos we sent them, that the damage could not be seen from the front, but OakFurnitureLand screwed us and refused to replace it. They also refused to collect it and take it away so we were forced to drive down to the shop and dump it on their doorstep.

They also have nice little a scam in place to try and stop you posting negative reviews on Trustpilot. Oakfurniture and SofaStore are both owned by JBDirect. And when you place an order, the invoice says JBDirect and that you ordered form SofaStore Online. So they then get your review removed on the basis that it is fake and you are not a customer and never purchased anything from their store. Even if you send TrustPilot your invoice as proof, it has a different company name on it, and TrustPilot, unfortunately, are too thick to understand that these are all part of the same company, even when you send them screenshots of the website which clealry states the parent company.

If you do buy anything from this company, I suggest you pay via CreditCard so that you can exercise your consumer rights and perform a chargeback if Oakfurnitureland try and screw you over.