oakfurnituresolutions.co.uk reviews

Shocking service

I have taken 2 days off work in order to wait in for a delivery. I paid £20 for next day delivery on a Friday, expected the delivery by Tuesday at the latest. Not only did my delivery not turn up but I did not even get a notification that the delivery was even on its way from the delivery company. Upon ringing OFS, I was told the delivery will be here tomorrow. I explained that I can not take more days off work and informed them that NEXT DAY delivery charge of £20 should be refunded and the delivery rescheduled until Saturday. A big fat NO from OFS on both counts. But they did say I can email there customer services manager to complain. Gee thanks. ORDER CANCELLED.

Shocking customer service

My initial delivery was scheduled for 25th March. However, on the morning of that day, I received an email informing me that due to weather conditions, they would have to rearrange. This is understandable, however was only the start of the problems.
The next available date was 2nd April. When it arrived, one of the legs of the table was damaged and there was varnish drip marks down the front of the cabinet so I had to fill in a damages form, which included photos. The box it had arrived in was also damaged. Although I submitted the damage form, I had to chase up twice for a response. When I did receive a response I was advised that I could sand off the drip marks myself and apply a stain- for a new item costing nearly £400!

In the end I decided on a refund and not an exchange. This uplift was due today (29th April) between 10 and 1. However I received an email at 9.30am stating the driver had rang in sick so it would have to be arranged. This will be the 4th time I have had to wait in for furniture I am not even keeping because it was sent to me damaged. During this time, I have had to use 3 days holiday from work to wait in for it.

When I rang up to say I was not happy with the service, I was told I would need to send it on an email for someone to ring me back. I told them I did not see why I had to email considering I was talking to the company directly. They eventually told me that their manager would ring me back sometime today but she has to ring all customers chronologically so i will be waiting a while (there must be a lot of customer complaints!).

I am still waiting

Wednesday, May 01, 2013

Reply from Contempory Oak Furniture

Dear Mr Shaftoe,

Many thanks for comments and please accept my apologies for the problems you have experienced with your order.

I can see that your initial delivery was rescheduled because of snow. Unfortunately the item you received was damaged and I apologise for this. I can assure you this is not normal and I can only advise that the items were badly packaged by our supplier leading to their damage in transit at some point. We are currently working with our supplier to ensure they package their furniture to protect it more fully in future.

I understand you felt we did not get back to you quickly enough, but can assure you we respond to all our customer queries in chronological order, in order to give the most efficient service possible.

After speaking with our customer services manager, I understand we have offered a free two man collection due to the damage to your order. I can see you did not want a replacement item, due to the problems you had with your initial order. I’m sure you appreciate that we occasionally experience damages, and of course try to minimise them as much as possible.

I hope you now feel the problems you’ve experienced with your order have been resolved. Many thanks for your patience throughout the process. We welcome your feedback as we can only improve things if we know when our customers are unhappy and we hope the changes we make improve the customer experience.

Kind Regards,
Robin Hunt,
Managing Director.

totally useless, rude company, will never ever use them again

i ordered two items from oak furniture solutions, a Mirror and one dressing table.
both items arrived damaged. which was reported to them straight away. a replacement mirror was ordered within a few days without to much fuss.
the dressing table was a different matter, they clammed i did not send them the damage claim form. so had to resend that.
you cant ever speak to anyone in customer services as they only do emails, of which there have now been over 20 of them.

after about 10 emails i had this one
Dear XXXXX
I can advise that a replacement is on order for you. The normal time frame for this will be 2-3 weeks. My dispatch team will contact you to arrange the exchange date. Can you please ensure the damaged item is in the original packaging.
Kind regards
<Name removed>
Customer Liaison Manager
Oak Furniture Solutions

four weeks later i emailed them to find out what was happening with the order and had this

Hello XXXXXX,

The dressing table has not been ordered as a replacement as from the images, this is not a manufacturing fault and looks to be a knife mark on the top when opening the box.

i totally agree it looks like a knife mark, but as i said from the start this is a returned item from another customer. there was loads of old parcel tape on the box and the box is falling apart. i did not even have to use a knife on it
the delivery driver did not wait around to check the item, so i am now left with them accusing me of damaging the item.
i have wasted hours of my life on this now and will be seeking to take legal action if something is not sorted.

Tuesday, April 02, 2013

Reply from Contempory Oak Furniture

Dear Jan Sussex,

Many thanks for your comments and please accept my apologies for the problems you have experience with your order.

I understand you received two damaged pieces, one of which we have already replaced. The dressing table is on order as a replacement and ready to be dispatched as soon as a suitable delivery date is agreed.

Please accept my apologies for the delay regarding the damage to your items. Unfortunately our supplier would not accept liability for the damage and proceedings were delayed whilst we tried to resolve the issue with them.

I understand we offered two options, of either a discount to keep or full replacement of both items, and I hope you now feel the problems you have experienced with your order have been resolved. Many thanks for your patience throughout the process. We always aim to quality check our products when they leave our warehouse and are putting procedures in place so that damages can be noted on delivery to a avoid dispute.

We welcome your feedback as we can only improve things if we know when our customers are unhappy and we hope the changes we make improve the customer experience.

Kind Regards,
Robin Hunt,
Managing Director.

Perfect!!!!!!!

My furniture was very good quality, easy to put together and arrived without any fuss. Thanks.

Friday, February 22, 2013

Reply from Contempory Oak Furniture

Dear Farhana,

Many thanks for taking the time to leave your positive comments.We always aim to provide exceptional products at affordable prices, as well as a flawless order experience from start to finish. It’s great to hear this is what you experienced,

Kind Regards,
Robin Hunt,
Managing Director.

Sturdy and attractive Westbury Oak TV Cabinet

This unit fits our gap a treat, it was well packed, promptly delivered and is a sturdy attractive piece of furniture to compliment our lounge. We presently have a 50" TV on it but have room to go bigger!!! Excellent value, thank you.

Friday, February 22, 2013

Reply from Contempory Oak Furniture

Dear Kate,
Many thanks for taking the time to leave your thoughts.

It’s fantastic to hear you are so satisfied with your purchase itself and the order process too.
We hope to see you at back at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

Top quality furniture and service

We were impressed with the value for money on offer, when browsing for a chest of drawers for our bedroom.

We needed a strong piece of furniture to sit a small aquarium on, and the chosen Camden drawers are certainly capable, and look great too.

Ordering was painless, and information about the delivery - efficient. I had to change the delivery date so that I could be in to receive delivery, this was a painless operation and the furniture arrived in the alloted time slot and I was contacted shortly beforehand.

Furniture was well packed and looks beautiful, will be using the company again to add more furniture from the range!

Friday, February 22, 2013

Reply from Contempory Oak Furniture

Dear Chris,

Many thanks for your positive review and it’s great to hear the experience you had with us was streamlined and without any hitches.

We choose our products carefully so we can be sure to provide fantastic value for money combined with exceptional build quality.

We hope you continue to use your Camden furniture for many years to come and hope to see you at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

Order slightly delayed but worth the wait

Our order was down on the website as being available in the next 14 days but it actually took closer to a month. That said, when we received the items (we ordered the Lansdown corner TV cabinet, coffee table and nest of tables) they were fabulous. We were impressed by the quality, colour and style so really couldn't complain. Would use this company again without hesitation.

Thursday, February 21, 2013

Reply from Contempory Oak Furniture

Dear Mr Lawrenson,

Many thanks for taking the time to leave us your positive and constructive feedback.

Please accept my apologies for the delay to your order. We are really grateful for your patience during the order process as a whole and are constantly working with our suppliers to streamline product lead times.

It’s encouraging to hear that you were so pleased with the Lansdown products you received and we hope to see you at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

Good old fashioned service well informed throughout

Good old fashioned service well informed throughout, polite and helpful, staff professional and efficient from start to final delivery. The Chiltern Oak Loarge DVD/CD Unit is truly a beautiful piece of furniture for anyone with a large CD/Blu Ray collection. The unit holds approx 420 CDs and approx 336 DVDs/Blu Ray/Games.

Thursday, February 21, 2013

Reply from Contempory Oak Furniture

Dear Keith,
Many thanks for your positive feedback.

It’s encouraging to hear you are so pleased with the quality of the products you received as well as the comfortable customer experience.

We are constantly working to improve the efficiency of the order process as a whole and we hope to see you at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

Some delays to delivery due to weather but happy overall

We bought a Sherwood oak breakfast table with stools in january. The delivery was delayed due to bad weather but their delivery company Gologistics kept us in formed of the delays and when it arrived we were extremely happy with our purhcase. Will buy again

Thursday, February 21, 2013

Reply from Contempory Oak Furniture

Dear Karlene,

Many thanks for taking the time to leave your positive comments.

We really appreciate receiving feedback, whether good or bad as it enables us to ensure customers receive the best service possible.

I am sorry your order was delayed due to bad weather and it's good to hear that despite this obstacle we still provided a good customer experience.

Kind Regards,
Robin Hunt,
Managing Director.

1st Class service

I ordered the Eleanor headboard on Wednesday and it arrived this afternoon, just two days later. Excellent communcation throughout and delighted with the whole buying experience. Can thoroughly recommend Oak Furniture Solutions to all. Thank you guys 😄

Thursday, February 21, 2013

Reply from Contempory Oak Furniture

Dear Sue,

Many thanks for your positive review.

At Oak Furniture Solutions we always aim to provide a streamlined and efficient order experience, with good levels of customer service at all points of the customer journey.

We hope to see you again soon and hope that you enjoy your furniture for many years to come.

Kind regards,
Robin Hunt,
Managing Director.

Brilliant, good price as well

Just to let you know the furniture arrived on time, all assembled except the wardrobe which took about 20 minutes. All very sturdy and - fyi - the small wardrobe is just the right height for a wheelchair user (although you cant use v large hangers).

Thursday, February 14, 2013

Reply from Contempory Oak Furniture

Dear Renee,

Many thanks for taking the time to leave us your constructive feedback.

It's fantastic to hear that your experience was such a positive one, and your comments are appreciated. We always aim to provide a high level of service, and are pleased your expectations were met.

We hope to see you at Oak Furniture Solutions in the future,
Kind Regards,
Robin Hunt,
Managing Director.

A beautiful solid table and very good quality.

A beautiful solid table and very good quality. Delighted with it. The service from your company was excellent and the table was in our home within 5days of ordering it and delivered at a time that suited us. Well done and thank you.

Thursday, February 14, 2013

Reply from Contempory Oak Furniture

Dear G Navan,

Many thanks for your positive comments.

We are constantly working towards improving our service in any way we can and it is fantastic to hear you were so satisfied with your order experience. We aim to create a smooth process from the initial browsing right through to the delivery itself. We hope you continue to use your furniture for many years to come and hope to see you at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

SHOCKING - VERY VERY POOR CUSTOMER SERVICE

On 19th December, I purchased £649.22 worth of bedroom furniture from this company via the telephone, all items were sold as 'in stock'. In January, I received a phone call stating 2 of the items were out of stock and were discontinued! I was also told I would be refunded for the these items - which I was not until today (7 Feb). Delivery was arranged for the remaining item between 1pm and 4pm on 2nd Feb. I took time off work, and was in my home waiting for it. By 3.30pm it had not arrived - so I rang the delivery company and was told that there wasnt a problem with my delivery, (although this was the one vehicle that they could not track) and that I should still receive it. I didn't. So, rang the delivery company again, they said that their delivery man had tried to ring me but had got no contact. This infuriated me, as I was in all the time and neither my landline or mobile phone had rung. Another delivery date was set. As I couldnt take more time off work, I gave an alternative address, my inlaws. I emailed Oak Furniture Solutions and their delivery company, telling them how dissatisfied I was with their service and the fact that I did not like being lied to, as no phone calls had been made by a delivery driver. Oak Furniture Solutions did not have the decenty to even reply! The next delivery day arrived, and once again the furniture did not arrive! Again I contacted Oak Furniture Solutions - this is their reply - "I am very sorry to hear there have been several errors in the delivery of your item. I have spoken to the manager at [Name Removed] who has explained the situation to me. We are confident the driver did attempt delivery on 1st February. If you could confirm the best number to contact you and any relevant instructions for finding your property I will ensure they are passed to the driver.
Yesterday's delivery failed because the item was not loaded on to the van, obviously this is human error but it is completely unacceptable that you have been inconvenienced by this mistake. I believe in an attempt to alleviate the inconvenience [Name Removed] have rebooked the delivery for Saturday. I would like to offer a £20 goodwill gesture as an acknowledgement of the problem and I trust the weekend's deliveries will go ahead without any problems as the importance has been stressed to the delivery team"
Here is my response - "I take exception to the fact that you state you are confident that the [Name removed] Driver did attempt delivery on the 1st February. As this is not the case, and I explained to you how I did not receive a phone call – to either my landline or mobile (both being the best numbers) I would like to cancel my order. I would like you to process an immediate refund. Please let me know as soon as this is done, I do expect it to be today. Your company’s service has been extremely disappointing." (I didnt want a £20 gesture, which certainly wouldnt cover my half day off work, inconvenience, telephone calls etc!)
Here is Oak Solutions response "I am sorry you are unhappy with my response; I have spoken to [Name removed] about the issue and the manager has assured me he personally tried to call you from the office. It is in their interests to complete all deliveries so I see no reason why he would not have tried to get in touch with you but obviously I cannot guarantee there was not a problem with the number or faults in the connection. You are of course entitled to cancel your order, I would ask that you email accounts@oakfurnituresolutions.co.uk with your order number to confirm they are to refund to your card. Refunds are processed within 30 days of the receipt of the email"

30 days! They had held my money since 19th December, and I had still not received the first promised refund foe the out of stock items!
Once again I had to contact Oak Furniture Solutions - these are the emails - "I have forwarded copies of my emails to you as you are the Customer Services Manager.
As you can see, I have not received the original refund for the items that were unavailable. This is now a matter of great urgency to me, as your company have been in receipt of my money £649.22 since 19th December.
Because of this long time I trust you will attend to this immediately as this matter is of grave concern to me. I can be contacted by phone after 1pm" Here is their reply -
Dear Clare,
A full refund has been made to your account this morning.
Kind regards,
[Name removed]
Customer Service Manager

CAN YOU BELIEVE IT - NOT EVEN AN APPOLOGY - WHAT DISGRACEFUL CUSTOMER SERVICE...! So, to sum up - Oak Furniture Solutions had £649.22 of my hard earned cash from 19th December, until 8th February and I got nothing but hassle and stress, yes they originally apologised on one hand, but took it back by the other in still continuing to say the delivery company had tried to make telephone contact (NO-ONE WOULD ACKNOWLEDGE THE FACT THAT I WAS SAT BY MY PHONES, IN THE DELIVERY ADDRESS, ALL THAT AFTERNOON AND THEY HAD NOT RANG!) .

I have never in my life written a negative review, but this was a matter of PRINCIPAL AND FAIRNESS to me, hence I am warning others of Oak Furniture Solutions!

Tuesday, February 12, 2013

Reply from Contempory Oak Furniture

Dear Clare Martin,

Thank you for taking the time to leave your feedback and please accept my sincerest apologies for the problems you have recently experienced with us.

I am sorry you did not receive your refund for the two discontinued items at the time we informed you they were no longer available. I can only advise there was a breakdown in communication and this was not passed to our accounts department.

I can see we had a provisional delivery date for the end of January which had to be rearranged because of the bad weather. We then rearranged this for the 1st February which became a failed delivery because we were unable to get in touch. I can assure you there are records of us trying to contact you, but I apologise if we hold the incorrect numbers on file or if there was a fault on the line. I can only apologise for this, and assure you we would not wish to intentionally waste your time or ours. I apologise for the human error which meant that your item was not picked for the van the day of the second delivery.

We are really grateful for your patience during the order process as a whole and can advise we are examining our processes so that the customer is kept regularly informed of their order progress, and so that we always avoid picking errors in the future.

Once again please accept my apologies for the problems you have experienced and I can assure you these are not the usual levels of customer service that we aspire to.

Kind Regards,
Robin Hunt,
Managing Director.

Great set of table & chairs - Great Price

Great set of table & chairs; lovely, stylish design, some hiccup with mouldy chairs but swiftly replaced twice. Great customer service and delivery. Will definitely recommend you to our friends and looking forward to buying more furniture with your company

Good bargain - good service too

Felt as if we were taking a risk with this company as the purchase was under £100 and we'd read some poor reviews.

We decided to go for it because of the no quibble return policy (which included delivery cost) and we are happy with our purchase.

Customer service was helpful and table is good quality and was adequately packaged.

What might make the customer service even better is if delivery windows could be tied down to at least 4 hour time slots - just a thought!

Thursday, January 17, 2013

Reply from Contempory Oak Furniture

Dear Emmalene Churcher,

Many thanks for taking the time to leave us your constructive and positive feedback.

We spend a lot of time stream-lining our customer service procedures and policies and are proud of our no quibble returns policy. This is vital to our on-line service, and enables easy collection of unwanted or unsatisfactory purchases.

I can see that your item was delivered with our next day third party courier service, which enabled us to fulfil your order with speed and efficiency. It is possible to arrange timed delivery slots with this courier service; however they incur an additional charge which we would in turn need to pass on to the customer. We are currently considering introducing tiered delivery prices for this service and are grateful for you to bringing this to our attention.

We hope to see you at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

Fantastic Value for Money

Less than 2 weeks to arrive and that included the Xmas/New year period.Fantastic value for money at 1/2 RRP,plus the extra 10% off offer at the time.

Good product and company to buy from

Absolutely love this product, it looks stunning and the quality is excellent. Definitely buy it you won't regret it. Excellent service too. (Cuba Oak Lamp Table)

Unprofessional and disgraceful service

I have found Oak Furniture Solutions to be unprofessional, dishonest and their customer service is simply insulting. The order I placed is actually in the process of being cancelled and i'm not one to usually provide negative feedback , but I felt so strong about my experience that I want to warn others contemplating a purchase from this company.

I placed on order on 4th Jan which qualified for a 10% discount and a Quidco cash back of 8%. Seemingly a good deal from Oak Furniture Solutions. However, subsequent activity reveals an altogether different motive

First, the Quidco cashback transaction was declined by Oak Furniture Solutions. Thereafter I received a phone call on the 10th January requesting my credit card statement and that there was suspected fraudulent activity. I was away on business when the call came and although I found the request highly irregular, I felt they were trying to protect their interest and agreed with the representative that the credit card statement could be scanned and sent across when I returned home. An email was to be sent by the customer services rep with details of where the scanned document should to be emailed. Instead I received the following email:

'I regret to inform you that your order has been cancelled due to reported fraudulent activity on the card.This has been actioned immediately. The amount of £1389.59 will be refunded as soon as possible within the next few days. For future orders another card would have to be used.'

The credit card company have verified there is no issue with the card so I can only assume Oak Furniture Solutions are not interested in honouring the transaction under the financial terms of my purchase (ie 10% discount + Quidco 8% cashback). I also happened to note the Quido discount quoted has also been reduced to 5% so if I was to resubmit the payment the purchase would cost more.

Clearly I have no interest in re submitting my purchase and having read feedback from other disappointed customer neither will I ever use or recommend this company again. They simply have no integrity or regard for customer service which is a real shame as this really can make or break a company in such a competitive market.

At the point of writing this review the refund is still outstanding. I intend to follow up with trading standards to establish how this matter can submitted as a formal complaint. This company should not be allowed to cajole customers with the deals they do, take payment and fail to deliver.

Tuesday, January 15, 2013

Reply from Contempory Oak Furniture

Dear Mr Mistry,

Many thanks for your feedback and please accept my deepest apologies for the problems you have experienced with your order.

I am sorry you were unhappy with the way in which we handled your payment. Due to the way in which you came to the site we unfortunately were unable to trace a link to the cash-back site Quidco. The reason the discount quoted appeared to be reduced from 8%to 5% was because our January promotion period with Quidco has now closed. We would of course have honoured the original 5% discount if Quidco were listed as the last referrer for the transaction. In any case we actually discontinued your entire order at 10% as part of our site-wide promotion and two vouchers could not normally be used in conjunction.

I apologise for the way in which we handled your payment and can only explain that this was due the necessary financial checks we carry out as a routine part of our order processing. Unfortunately in your case our card handling software alerted us to the fact that the card you paid with was at a high risk of being linked to fraudulent transactions which we consequently contacted you about. You very kindly offered to send us through a copy of your bank statement and we appreciate this. However there was a communication error at this stage which is why you received notification that your order had been cancelled.

Please accept my apologies for this turn of events. This would not normally be the path we would follow, as in this case we would of course ask if there was another method you might wish to pay by such as BACS or with another card. I am sorry you were not immediately given this option and I can assure you this breakdown in communication has been ironed out.

We have now processed your refund and this should show on your account within two to three working days if it does not already. Once again please accept my apologies for the problems you have experienced and I can assure you these are not the usual levels of customer service that we aspire to.

Kind Regards,
Robin Hunt,
Managing Director.

Poor quality furniture matched only by their customer service

This review was published previously, but was reported as I'd included employees' names. These details have now been deleted.

We ordered a bed, mattress, chest of drawers and bedside table from the Beaumont range and as promised, this was delivered before Christmas.

I was initially concerned when I saw the packaging the furniture arrived in as it was largely random pieces of cardboard taped around the items with a little plastic wrapped around too. The mattress was vacuum-packed and rolled up like a sleeping bag in the manufacturer’s packaging and a second plastic bag.

Firstly, I separated the cardboard covering the bedstead and was greeted with an overwhelming smell of paint. Disappointingly however, the bed itself was not painted very well at all and there were patches where you could clearly see the grain of the wood through thin coat that had been applied. There was also a scrape on the headboard where the paint had not been applied correctly. All in all, not very good.

I then opened the bedside table and at first this looked OK (on the basis that I couldn’t see through the white paint). However, when I tried to open one of the drawers I was surprised at how stiff it was (not suitable for my three year old daughter). I assume this was because there were no runners and the drawers just slid into the frame of the unit. Again, not very good.

Out of interest I unpacked the chest of drawers to see if this was any better. The issue with the stiff drawer was there too and when I took the drawer out completely I noticed the dovetail joints were not aligned and that the drawer would soon come apart. As I put this drawer back I noticed a staple holding the top of the unit to the frame had not been knocked all the way in. This was to be used in a three year old’s bedroom.....

In total, our order came to around £940 and was nowhere near the quality I would have expected for this amount of money. Had I paid £300 for the lot, I would have been satisfied. I appreciate Oak Furniture Solutions is only the distributor of the furniture, but surely they would have checked the quality before delivering it. Perhaps they did.

The furniture was delivered around 10:00 and I called to say I was unhappy and wanted to cancel the order at about 11:00. At this point I was told I would be contacted by their cancellations person to arrange collection of the furniture, but for hygiene reasons the mattress could not be returned. When I questioned this I was told mattresses are not covered by their returns policy and that this is clearly stated in their Terms & Conditions. I asked for a manager to call me back.

Later the same day I received a call from the cancellations person who confirmed they were happy to cancel the order and arrange for the furniture to be collected. However, as the Beaumont range is made to order the return was subject to a 20% restocking fee. Again, I was told this is covered in the Terms & Conditions, which it is.

As I had received no call from the manager I called their office again and was eventually put through to a manager, who is usually too busy to take calls and can only call customers back at certain times. Maybe the manager fails to realise that other people are busy too and have better things to do with their time than try to get through to her.

Anyway, the manager came out with the same nonsense about not being able to return the mattress for hygiene reasons. I explained that the mattress had been in my house for no more than 6 hours and that it was still wrapped in the two pieces of plastic – where is the hygiene issue? At this point I was losing patience and pointed out under the Distance Selling Regulations I had a statutory right to cancel my order and receive a refund within 7 days of receiving the goods. However, the manager suggested this piece of legislation does not apply to mattresses and they would not take the mattress back. When I asked the manager to confirm where in the legislation it stated mattresses were exempt she could not answer me and said she would call back three days later (there was a weekend in between).

After making three further calls to the office the manager eventually called back to say she was still looking into the issue. What was there to look into? Surely this issue had come up before.

It was another two days before the manager called to say they would take the mattress back and give a full refund. The same day everything was collected and twelve days later the money was refunded to my credit card.

I decided to review this company for the following reasons:

• Given the cost, the quality of the goods we were sent was truly woeful. We have since bought our daughter’s furniture from John Lewis for £200 more and it is perfect. I’d recommend anyone else do the same.
• We were charged a restocking fee of £140. Fair enough, it’s in the Terms & Conditions, but this furniture will be sent to another customer who may be silly enough to accept it.
• On the website they offer a no quibble returns policy. Trying to suggest there are hygiene reasons for not accepting the return of a mattress delivered an hour earlier is ludicrous. Of course, the real reason is that we paid £250 for a mattress you can buy on amazon.co.uk for no more than £100.
• The customer service is awful. Had I not been so dogged in having the mattress returned I’ve no doubt I would still have it at home. I wonder how many other people just give in and accept what they’re told.

The managing director will of course defend his company, the quality of the goods it distributes and the stance on the returns policies. However, I would strongly encourage anybody to think again about ordering goods through Oak Furniture Solutions.

Finally, for any other customers who are having problems with Oak Furniture Solutions, I suggest you contact the managing director directly. His email address and mobile number are easy enough to find on the internet and I’m sure he would be delighted to hear from you!!

Thursday, January 10, 2013

Reply from Contempory Oak Furniture

Dear Mr Bailey,

Please accept my apologies for the problems you have experienced with your order and I am grateful for you taking the time to give us your valuable feedback.
It is a real shame to hear that the condition of your items was unsatisfactory; these pieces are made to order which is reflected in the price and the restocking fee.

Please accept our sincerest apologies for the substandard finish and quality of the items you received. We are constantly reassessing the suppliers we use and this feedback is vital to future ongoing customer satisfaction. These constructive comments regarding the packaging and build quality will be passed back to our supplier so that we can improve the products we provide going forward. We are also working towards tightening up our quality checking procedures, particularly with these high end unique pieces.

Our mattresses are always sold vacuum-packed to aid transportation and storage, practical if moving into a house or storing until a bedroom is ready. As our customer service manager advised, it is our policy not to accept returns on mattresses due to hygiene reasons. Even though, as you say, you had not taken it out of the second layer of packaging, I am sure you appreciate we have to be consistent with our returns policy.

I am sorry for the delay to your call back; this was a special case and I am sure you understand our customer service manager needed to take the query higher. I apologise that you feel you received such poor service, and we are increasing our staffing levels currently to ensure we respond to problems with even more efficiency in the future.

Kind Regards,
Robin Hunt,
Managing Director.

Lovely furniture, great service

I ordered a large bookcase for my son's room, having seen the website advertising that I could get the furniture in time for Christmas. I began to wonder if that would happen when I heard nothing about a delivery date for a couple of weeks and I looked up reviews of Oak Furniture Solutions online and was a bit worried to see some great and some terrible ones. BUT! They pulled it off! The bookcase arrived the Saturday before Christmas, it is just what we wanted AND there were 2 drivers who carried it up the stairs for us! I had dithered at the checkout over whether to pay for an extra driver to carry stuff, but since it said even with 2 drivers they wouldn't guarantee to take furniture upstairs, I decided not to. Bonus!

I had some electronic trouble with my order, as my email confirmation of the order didn't come through automatically and had to be done manually after I called them up. Also, I had gone to the site through Top Cash Back but somehow information didn't get sent on to them, so neither did the cash. I emailed customer services about that and after someone looked into it, they paid the equivalent sum directly back to my credit card! So I was very happy with the customer service.

Monday, January 07, 2013

Reply from Contempory Oak Furniture

Dear Jeanie Beanie,

Many thanks for your constructive comments.

It is encouraging to hear that we have negated some of our less favourable reviews by providing you with a positive experience from the start of the ordering process to delivery.

During our busiest period over Christmas we aimed to fulfil large amounts of deliveries in a efficient time frame and it is great to receive feedback proving that we succeeded in this case. I am glad you were pleasantly surprised to receive a two-man delivery, which we do offer at an extra cost. Our one-man deliveries are offered as standard, with two man deliveries ensuring you do not need to assist the driver. Delivery to a room of your choice is of course at the discretion of the driver.

I apologise for the delay in receiving your cash back, occasionally there can be tracking and processing issues with the cash back site and we are grateful to you for drawing it to our attention. We’re pleased that you are happy with your bookcase and the service provided.

Kind Regards,
Robin Hunt,
Managing Director.

Good furniture aslong as it arrives undamaged - shocking after sales service.

We ordered a full dining room suite in June 2012, table, 6 chairs, wine rack, buffet and hutch. £2,000 of furniture which was paid for when ordered and seemed very good value for money at the time.

We were eventually advised that the furniture would be delivered first week in September. The evening before the delivery took place we received a phone call to say 'the table had been misplaced and would not be delievered' they could not offer an explanation as to where the table had gone. I advised them to cancel the delivery and I would take all items at once. The complete delivery was then arranged for 8th September and when it arrived we found that the base of the side cabinet was missing and one of the chairs was damaged. This was reported immediately to Oak Furniture Solutions. A week later the base cabinet was delivered, when unpacked it was found that the glass in the cabinet door was cracked, this too was reported to Oak Furniture Solutions immediately.

We eventually received a replacement chair early December and had the glass in the cabinet door replaced two weeks later.

I hasten to add that dealing with Oak Furtniture Solutions so called customer service department in the time was frustrating and stressful. It took many phone calls, where I was promised calls back, which never happened. When I asked to speak to a manager i I actually got told 'she is too busy to talk to you'. This outraged me, Oak furniture solutions obviously thought I had nothing better to do than spend my time chasing and calling them. It was only when I threatened legal action against them that they passed our case to a manager and eventually the damaged furniture that they had supplied 4 months earlier was replaced.

Oak furniture solutions claim that one of the reasons you should buy from them is due to their 'excellent customer service'. As long as your furniture arrives when planned, you receive all items and nothing is damaged, this may be the case.

It is a real shame, they are selling very good value for money furniture, and I accept that items can be damaged but the failings with this company are solely down to their after sales service which really lets it down and would stop me ordered from them again or recommending them again to anyone else. From the experience I have had I would pay more for the furniture to prevent the stress and time dealing with this company again. This is a shame as we have lots more furniture to buy but will be ordering it from else where.

Monday, January 07, 2013

Reply from Contempory Oak Furniture

Dear Catherine Lambert,
Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.

I am sorry if you feel that you received poor customer service and I apologise for the delay with your replacement products. I can assure you we always aim to provide optimum customer service and it is when problems occur that we learn and improve our methods and systems.

I apologise that two of the items you received were damaged; I can assure you this is not normal and I can only advise that the items were badly packaged by our supplier leading to their damage in transit at some point. We are currently working with our supplier to ensure they package their furniture to protect it more fully in future. I can see that we offered you a temporary refund due to the delay to your items and I hope this went some way to improving the situation.

Please accept my apologies for the frustration you felt at not being able to get through to our customer services team, we are currently increasing our staffing levels and avoiding the issues that you experienced.

We are keen to address the less positive aspects of your order and we welcome your feedback,

Kind Regards,
Robin Hunt,
Managing Director.

Table and chairs in time for Christmas

'Received table and chairs today its beautiful and delivered on time the driver was very helpful the service has been excellent from ordering to delivery spot on will definitely recommend you to our friend s thank you so much'

thank youuu:-)
--

Monday, December 24, 2012

Reply from Contempory Oak Furniture

Dear Mr Banks,
Many thanks for your positive comments.
It is fantastic to see that you have had such a smooth experience from the start of the ordering process, through to delivery and to the quality of the furniture itself.

We always try to keep customers well informed at all stages of an order and source our furniture from carefully selected suppliers. Our delivery company aim to provide a punctual and friendly service at all times, especially during the busy Christmas period and we’re pleased your experience was so positive.

We hope you enjoy your furniture and hope to see you at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

good price, great service, great product... with some constructive feedback...

I am very pleased with my purchase. Extending dining room table and chairs which match perfectly with our Oak internal doors (which is just pot luck but was what we hoped for). Web site and photos are pretty good (uncannily similar to Oakfurnitureland!) ordering on line straightforward and delivery very quick.

The table and chairs do have a quality feel to them - I would describe as mid market and worth the money - but not to be confused with high end branded stuff (which costs loads more) but worlds apart from the matchstick furniture at B&Q or say Argos

Constructive feedback - web site does not show the extending mechanism for this particular range (Sherwood Oak), I did enquire via e mail and got a prompt but vague responce, couldn't pin him down on this. When it arrived we were a tad disappointed that its all a bit manual - 2 extra leafs are stored under the table by tying them in place with some supplied material. You then untie them and remove them through the top whilst scrapping you knuckles and potentially scratching the table top - I would have much preferred one of those flip-over arrangements. The sliding top part of the table does not engage quite right with either the inserted leaves (when extending) or with each other (when returning to small size). It requires a certian amount of wiggling, cajoling and swearing which OK I can live with but couldn't imagine a little old lady doing! It does kinda work but is not precision engineering.

In summary, looks great and is pretty good quality, worth the money and customer service seems to be a high priority but be prepared to wiggle... and swear a bit!

Monday, December 24, 2012

Reply from Contempory Oak Furniture

Dear Mr Burton,

Many thanks for taking the time to leave us your review and we really appreciate your practical comments. We take all the feedback we receive very seriously as this enables us to improve our levels of service.

We choose our suppliers carefully and aim to source the very best furniture at affordable prices and it’s great to hear that you feel the quality matched the price you paid.

I am sorry you found the extension on the Sherwood Oak Table to be more intricate than initially thought. We are in the process of updating the pictures of products on our website and we realise that it is unclear from the product information exactly how the table extension is supplied. We have now updated the product description so this is clearer and will pass on your comments to our supplier.

We are keen to address the less positive aspects of your order and we welcome your feedback,

Kind Regards,
Robin Hunt,
Managing Director.

I wouldn't hesitate in recommending your website to friends.

I just wanted to say thank you for the great service and the excellent products. The delivery team arrived today with packages in hand, all of which are great! The leather chairs in particular are better in "real life" than the photo and the leather is very soft, they look great in our new dining room. Thanks for everything and I wouldn't hesitate in recommending your website to friends.

Thursday, December 20, 2012

Reply from Contempory Oak Furniture

Dear Mr Worthing,

Many thanks for your positive comments and for taking the time to leave us your feedback.

It is fantastic to hear you were so satisfied with the quality of the chairs you received, as we are constantly reassessing our products. We aim to provide affordable and exceptional quality furniture at all times. We are constantly working to improve and streamline each part of our customer care and it is encouraging that you felt you received an efficient service at all stages,

We hope to see you at Oak Furniture Solutions again soon,

Kind Regards,
Robin Hunt,
Managing Director.

Great company , Great products, excellent customer service.

"The very high standard of the products purchased by me from this company is exceeded only by the professionalism and care displayed by the staff who kept me informed at every stage including the delivery which arrived earlier than planned following a call from the delivery driver and which worked to my advantage. It is gratifying to discover that there are still companies out there that can perform at this level which is not the case generally. I recommend this company to anyone in the market for this type of product."

Wednesday, December 19, 2012

Reply from Contempory Oak Furniture

Dear Mr Walford,
Many thanks for taking the time to leave us positive feedback.
It is incredibly encouraging to hear that you were satisfied with all aspects of your ordering process from start to finish.

We always work hard to provide fantastic levels of customer care from the start of your ordering process and throughout as well as aiming to provide an efficient and prompt delivery service at all times.

We hope enjoy your products for many years to come,

Kind Regards,
Robin Hunt,
Managing Director.

Do not touch with a very long bargepole!

I wish we had seen the poor reviews against this company before we ordered from them. We bought a Kent oak corner desk and filing cabinet, but the corner desk was delivered in a terrible condition - the packaging, inside and out, was badly damaged, the desktop itself was chipped and split, the hardware missing and dumped upside down on the floor. Initially OFS seemed helpful when I reported the damage but I doubt that without endless chasing I would have got a date for replacement furniture. So we finallyreceived the replacement desk 2 1/2 weeks later in worse condition than the original! We made the delivery men stay to unpack the furniture and only because we had spent weeks living with the contents of the home office piled up in the hallway did we accept a combination of the acceptable parts of the kit of furniture. Hence we now have a mismatched set in terms of colour, and also then realizing the unit to hold a PC tower has no chance of holding the tower as it is too damn small. The filing cabinet which appeared to be packaged well was also marked on top but we could not face another soul destroying battle! I sent a follow up email to customer services explaining the state of their most recent delivery and that we found them to be disgraceful in terms of service and shoddy product, and surprisingly enough had nothing back from them at all. I guess the feel they don't need return customers, I can't imagine they get any!

Thursday, January 10, 2013

Reply from Contempory Oak Furniture

Dear Melissa Hills,

Thank you for your constructive comments and please accept my apologies for the ongoing problems you have experienced with your order.

I can see that you have been incredibly patient whilst dealing with the damage to your products and I can assure you these are not the normal levels of customer service we aim to provide.

I apologise for the initial delay in arranging delivery of your replacement piece and we are now putting systems in place to ensure staffing levels are high enough to cope with our busy period. I can understand it is unacceptable for you to receive a second damaged product and we are working to improve our quality control procedure to ensure this is not repeated.

After speaking with our Damages Manager, we have been able to arrange a further replacement for you and will ensure this is stringently checked before leaving the warehouse to prevent a repeat of your previous experiences.

In every case we want the customer to enjoy their products for as long as possible
We welcome your feedback as we can only improve things if we know when our customers are unhappy and we hope the changes we make improve the customer experience.

Kind Regards,
Robin Hunt,
Managing Director.

Mobel Oak Hidden Home Office - Superb quality computer unit.

Superb quality computer unit. It has great storage for all your computer parts and when closed looks like a lovely sideboard. Great for tidy 21st Century living!!

Alan Walford found this review useful

Friday, December 14, 2012

Reply from Contempory Oak Furniture

Dear Karen Murphy,

Many thanks for taking the time to leave us your positive feedback.
It is encouraging to hear you are so pleased with your purchase as we always aim to offer exceptional quality furniture which is carefully sourced.

We hope you enjoy your Mobel Oak Hidden Home Office for many years to come,
Kind Regards,
Robin Hunt,
Managing Director.

Lovely wardrobe and good after-service

We bought this wardrobe after having been let down by furniture point who went into liquidation. The men who delivered it were very helpful and although there was a tiny indentation on one the doors they immediately marked it on their sheet and told us to report it to the company straight away. We unpacked the item and were delighted at the quality of the wardrobe. It was basically in three pieces and with two of us it was relatively easy to put together. Unfortunately there was another tiny mark on the drawer unit as well. I phoned the company first thing next day and they dealt with the problem immediately. They are sending someone out to repair the damage. I don't think you could ask for more and I will definitely buy from them again.

Thursday, December 13, 2012

Reply from Contempory Oak Furniture

Dear Bess Seely,

Many thanks for your feedback and your positive comments.

It is really encouraging to hear that you were so satisfied with your order and the process from start to finish. We always aim to provide excellent service which encompasses everything from exceptional stock levels to a first class delivery service.

It is good to hear that the small issues you experienced with flaws to the products were rectified swiftly after contacting our damages team.

I hope your enjoy your furniture for many years to come and we hope to see you at Oak Furniture Solutions again soon.

Kind Regards,
Robin Hunt,
Managing Director.

Quality and value is outstanding

Received our coffee table today, absolutely delighted with it, the quality and value is outstanding, do not hesitate to buy from this supplier, very highly recommended.

Monday, December 10, 2012

Reply from Contempory Oak Furniture

Dear Barbara Cummings,

Many thanks for your encouraging comments, it is good to hear that you are pleased with the quality of your coffee table. We choose our suppliers carefully to ensure we source the best quality products at the most affordable prices for you.

We hope that you enjoy your purchase for many years to come and that we see you at Oak Furniture Solutions very soon,

Kind Regards,
Robin Hunt,
Managing Director.

Very good headboard

I would highly recommend this headboard. It is easily fitted, sturdy and looks fantastic. I would also highly recommend your firm. Everyone has been so helpful and I was kept in touch from the time of my order until the time I received my lovely headboard. A big thank you goes to all your efficient staff. I know where to go next time I need a piece of furniture.

Alan Walford found this review useful

Monday, December 10, 2012

Reply from Contempory Oak Furniture

Dear Yi Fenwikc,

Many thanks for your positive comments and for taking the time to leave us a positive review.

We always work hard to provide a seamless and flawless service from start to finish and are constantly working to improve our level of customer service, as well as lead time and our delivery experience.

It is really encouraging to hear that you are pleased with the headboard quality and design which we will be able to pass onto our supplier.

Kind Regards,
Robin Hunt,
Managing Director.

Good quality furniture at good price BUT!

Ordered new bedroom suite of oak furniture 13/9/12 was told in stock and should be2-3 week delivery, received 5/11/12 after several e mails.
No fixings or handles for wardrobe, wrong bolts for bed and incorrect dividing partition for the triple wardrobe and no fitting instructions. Still no bolts for the bed - 5/12/12.
The fixings arrived - 2 lots on separate dates approx 4 weeks after notifing the company.
Have now been sent a defects form to complete with photos to show wrong partition!!!
Had to cancel guests for Christmas and now dealing with complaints section to get resolved with compensation. Customer service Rubbish.
The furniture looks good though even if we cannot use most of it.

Friday, December 07, 2012

Reply from Contempory Oak Furniture

Dear Mr Carr,
Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.

I can see you have experienced some delays with your order and I apologise if you felt you were initially misinformed regarding lead times on your items. We are very reliant on our suppliers for accurate information regarding stock levels and incoming stock dates, and all we can do is pass this information on to you throughout the process. I can see you also received inadequate fixings and fittings at the time of delivery and I understand this is unacceptable.

Thank you for filling out our damages form, this is standard procedure when an item is damaged and equally if an incorrect part is supplied. This would be our normal procedure for dealing with damages or faulty items so that we can liaise efficiently with our supplier to ensure a more efficient resolution to the problem.

Please accept my apologies for the delay to you receiving your missing fixings and fittings which we have now sourced from the warehouse. We are keen to address these problems and putting new systems in place to rectify this as well as increasing our staffing levels. We welcome your feedback as we can only improve things if we know when our customers are unhappy and we hope the changes we make improve the customer experience.

Once again please accept my apologies,
Kind Regards,
Robin Hunt,
Managing Director.

Terrible service, wrong parts delivered, damaged cabinet, poor communication.

The actual quality of furniture is excellent but we have had nothing but problems with the company. We originally ordered a bed and two bedside cabinets. We we told we would have to wait for the bed. We then changed our order to a different bed as they told us our second choice would be available sooner. Heard nothing for several weeks. Rang the company to be told that the bed was now in stock but that they had subsequently run out of one of the bedside cabinets ( which was originally in stock- ie. they sold our cabinet that we had already paid for to someone else whilst waiting for the bed!!!). We then decided to cancel the order of that bedside cabinet and arranged delivery for the bed and other cabinet ASAP which was a further 2 weeks.
Our furniture arrived today. The bedside cabinet has an obviously damaged corner at the front and the slats with the bed are incorrect.
The saga continues. Unless we receive replacements within the next week, we will be asking for a full refund and cancelling the entire order. Very unhappy.


The next day..... An email to say that the cabinet will be replaced on Monday. Fingers crossed- step in the right direction. No news on the bed slats yet......

Thanks [name removed] for your reply. We are hoping to receive a replacement bedside cabinet and the correct slats on Monday. I will increase my rating of the company if this transpires.

Wednesday, November 28, 2012

Reply from Contempory Oak Furniture

Dear Lizzie Elsey,

Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.

I can see you have experienced some delays with your order and I apologise if you felt you were initially misinformed regarding lead times on your items. Our customer services team provided you with some alternatives and I can see from your order that you opted to change to an alternative bed which we could source sooner. I can only apologise for this and the further delay caused to you and thank you for your patience.
I am sorry if you felt that we sold your original bedside cabinet after you had changed your order and I can assure you this was not the case; we had an error with stock in our system which we have now resolved.
Unfortunately the items you received were damaged and I apologise for this. I can assure you this is not normal and I can only advise that the items were badly packaged by our supplier leading to their damage in transit at some point. We are currently working with our supplier to ensure they package their furniture to protect it more fully in future.
After speaking with our damages team I can advise that we are currently trying to source the correct slats for the bed from our warehouse stock and will have these sent out to you as soon as we can. I understand that we have a replacement cabinet on order for you.
We are keen to address these problems that you have experienced and we welcome your feedback,
Kind Regards,
Robin Hunt,
Managing Director.

AWFUL SERVICE I WOULD NEVER USE THIS COMPANY AGAIN

I received the wrong items in my delivery and then was told it would be 4 weeks before they could replace these. On complaining this was changed to 2 weeks. I therefore had no table and chairs and they were not prepared to do anything to rectify the situation. It took over 24 hours just to get to speak to the manager who still couldnt help!! Worst company I have ever dealt with. Not interested in the customer once they have your money. Also I put feedback on facebook which they deleted sooner than they managed to respond to me.

Added 20/11/12.... it gets worse!!!, since the reply on here from furniture oak solutiuons, I have just had another call about exchanging my chairs, despite having already discussed that I want a full refund!!!! that means further delay to collecting the wrong items!! - SHAMBLES!!

Friday, November 16, 2012

Reply from Contempory Oak Furniture

Dear Mr Crosswell,
Many thanks for your feedback and please accept my apologies for the problems you have experienced with your order.

I am sorry you received the incorrect chairs in error and can only apologise that the chairs did not meet your expectations. I understand that our customer services team have suggested alternatives which are similar and I am sorry if you initially felt you were misinformed regarding the lead time for your replacement chairs.

We are very reliant on our suppliers for accurate information regarding stock levels and incoming stock dates, and all we can do is pass this information on to you throughout the process. However this is unacceptable and we are currently reviewing our suppliers and will cease to use those which provide poor service.

I can see that we have offered a lead time of two weeks for delivery of the replacement chairs. Collection of the incorrect chairs will also fall within this time frame and unfortunately we cannot issue a refund until we have collected these chairs. I am sure you understand this is standard procedure when issuing a refund, for all retailers as we need to have confirmation that the goods have been collected.

Once again please accept my deepest apologies for the problems you have experienced,

Kind Regards,
Robin Hunt,
Managing Director.

Lansdown TV Cabinet - perfect for a 42 inch TV

We bought our 42inch T.V yesterday and we have just had it installed on our new Tv cabinet. Our electrician asked where we got the unit,because his customers always want him to put the wires out of sight.So I gave him your web address, which he tucked away in his pocket!

Solid oak furniture and delivered quickly

We ordered our furniture only 4 days ago and it was delivered this afternoon. We are very happy with the quality as well as the speed of the service. The company emailed, called and texted us to arrange and confirm delivery.

The Sherwood oak pieces of furniture we purchased look fantastic and we are delighted.!

Thanks

Tuesday, November 13, 2012

Reply from Contempory Oak Furniture

Dear Mrs Hamilton,

Many thanks for leaving us such positive reviews. It is really encouraging to hear that you received such good service at all points of the ordering process.

It is also good to hear that you were so pleased with our Sherwood Oak range. We hope you can enjoy your furniture for many years to come. We are constantly working to try and improve and streamline each part of the process and it is encouraging that you felt you received enough contact from us at all stages.

Kind Regards,
Robin Hunt,
Managing Director.

Excellent Service and Furniture

Saw 3 items of Bentley design furniture originally on Debenhams website and very nearly bought from there. Decided to do a google search for the same furniture and came across this site, had a few doubts at first due to the big difference in price between them and Debenhams but decided to go for it and glad that I did. Furniture arrived on time and I'm really pleased with it, exclellent service all in.

John Keenan

Tuesday, November 13, 2012

Reply from Contempory Oak Furniture

Dear Mr Keenan,

Many thanks for your positive feedback.
We really appreciate you taking the time to leave your comments and it’s brilliant to hear that you’ve had such a positive experience with us. It’s great to hear that you feel we provide good value for money and I hope you enjoy your furniture for many years.
We hope to see you at Oak Furniture Solutions again soon,
Kind Regards,
Robin Hunt,
Managing Director.

Absolutely appalling company - do not think about buying from them.

We ordered a complete set of bedroom furniture on May 6th, 2012. 6 months later, we finally had the last piece delivered today. It has missing parts.

The whole transaction has been an ordeal from the start. Nobody contacts us to explain delays, nobody returns calls when we have phoned to find out when we will receive. The usual response is "it should be in the warehouse on Friday". This has gone on for SIX MONTHS.

We had our first piece delivered 7th September. This was after we had already taken a day off work, losing money, for a previous scheduled delivery, that didn't happen.

We have received no apologies, no offers of compensation, and this company has had over £3,000 of our cash for six months. We had obviously made room for our new bedroom furniture by selling our old furniture in time for the original delivery. We have lived in a state of chaos and limbo since and now we have a useless wardrobe and all packaging strewn across living area, along with clothes and nowhere to put them. The last phone call, again at our expense, ended with a "leave it with me".

I notice that this company is promising a guaranteed delivery on orders placed before 21 December for Christmas Day. I can only think that this means 2013. Do not enter into a transaction with this company under any circumstances. I wish we had heeded the advice of the reviews and am currently taking legal advice regarding this matter.

Fantastic Service! Fantastic Item! Fantastic Price!

My experience with Oak furniture solutions have been nothing but positive. I had to make sure I wrote a review as I think this company is getting such a hard knock when it comes to the fantastic service they offer.



I called and spoke to three members of the team, all who were friendly, informative and extremely knowledgeable about the products they were selling,



I was recommend this bed by one of the staff who said that if I had any queries or qualms that he would deal with it personally, he said that he had seen the item and had only good reviews about it.



I was obviously wary of buying on the internet at first, and some of these reviews did look troubling, however the customer advisor assured me, they had been through a rough patch, and had taken action to make sure the same thing didnt happen again. Which really set my mind at ease. Especially seeing as I was going to go with another company, who have now gone bankrupt!!!



I had lots of questions, and each of them were answered quickly, obviously with finding information ( especially the questions I was asking) I thought i'd be waiting days for responses, but no, it was taking them hours instead! and for someone who doesnt have time in the day to be making phonecalls, the fact they stayed open till late made everything a lot easier.



I never normally write reviews, but genuinely this is the best experience i've had buying furniture, i'd recommend the Walnut beds to anyone interested,



Even the delivery was excelleant! i got called beforehand to give me a time to expect it, and the guy delivering the mattress actually took it upstairs for me as i was ill the day it arrivived.





Brilliant service, dont trust these negative nancys! no company's perfect, but this one isnt far away from it!!!

Friday, October 26, 2012

Reply from Contempory Oak Furniture

Dear Mr Payne,

Many thanks for your positive comments.

It is really rewarding for us to hear such constructive feedback.
We aim to provide brilliant customer service at all points of contact and it is satisfying to know that this was reflected in your experience with us, right from the helpful advice you received on the phone right through to the additional help you received on delivery.

We hope this experience means that you would consider shopping with Oak Furniture Solutions again in the future.

Kind Regards,
Robin Hunt,
Managing Director.

5.5 Weeks to Rectify Incorrectly Shipped Order

I rue the day I did business with Oak Furniture Solutions. Our order was ncorrectly shipped and it took an asounded 5.5 weeks to get it rectified. I sent innumerable emails and had several phone conversations but nothing seemed to make any difference. I was met with indifference, repeated requests for photopgraphs and unfulfilled promises to get back to me with details of when correct shipment would be made.

A truly awful experience.

Friday, October 26, 2012

Reply from Contempory Oak Furniture

Dear Mr Trinder,

Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.

I can see that you have experienced delays to your order and I apologise for added delays due to communication issues whilst resolving your query.

When you ordered we stated a delivery time of 1-3 weeks and I can see you received the delivery within this time period. I am sorry the original chairs you received were incorrect; this was due to a product coding issue which has now been resolved and we are working with our supplier to ensure this doesn’t happen again.

We are keen to address these problems and are consequently putting new systems in place to rectify this as well as increasing our staffing levels. We welcome your feedback as we can only improve things if we know when our customers are unhappy and we hope the changes we make improve the customer experience.

Kind Regards,
Robin Hunt,
Managing Director.

184685

I received delivery of my order on Friday, 7th of September, 2012.

Dealing with Oak Furniture Solutions was a very pleasant experience from initial placement of my order and the assistance I was afforded owing to the fact that I'm based in the Republic and their on-line system couldn't cater for that, to delivery of my purchase in early September.

Everyone I dealt with in the UK office, was extremely accommodating and professional and Damien, the delivery man was very pleasant and helpful.

Finally, I am thrilled with the high quality of the chest of drawers from the Bentley Lyon range and it arrived in immaculate condition.

Thursday, September 27, 2012

Reply from Contempory Oak Furniture

Dear Melanie,

Many thanks for your positive feedback and comments.
It’s great to hear that you are so happy with your furniture!

We always try to offer excellent customer service from ordering to delivery. It is great to hear that the process was smooth and prompt and I hope that you enjoy the chest of drawers for many years to come.

Kind Regards,
Robin Hunt,
Managing Director.