oakfurnituresolutions.co.uk reviews

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.

Avoid at all costs. Avoid, avoid, avoid.

We have been pretty unimpressed with this company. We ordered a vancouver oak petite table and chairs 2 months ago. Money was taken immediately, and we received an order acknowledgement, but no delivery date etc. After not hearing anything, we chased up, only to have an ongoing series of communication with them whereby we would chase about delivery times, be told the furniture (the chairs were delayed) was arriving in their warehouse imminently, then not be contacted for a couple of weeks or more. We would then chase again, and be given a similar story, furniture delayed for some reason, but due imminently. They would give timing for when things would be in their warehouse, and all these deadlines seemed to be missed - constantly blaming their supplier. A good company should choose reliable suppliers! Eventually we said we needed the goods by a certain date or we would cancel - immediately they agreed to our terms... only to deliver, without the chairs. This was no good as we had a dinner party planned and would have gone elsewhere if we'd known the chairs wouldn't be arriving. We hadn't been warned they wouldn't be in the delivery and were very annoyed as we'd taken a day off work for it. They seem to be having real problems getting hold of the chairs and don't seem to be giving us honest information on when we can really expect to get them, so eventually we've given up. We've requested that the rest of the order be cancelled and a refund given. Their response has been to try and fob us off with more excuses and offers of another provisional delivery date, but we just want our money back. We're now waiting for a refund, and have ordered the chairs elsewhere at a lower price! We would never go to this company ever again and would not recommend them.

oak blanket box

just what my wife wanted,perfect size ,good quality,prompt and speedy delivery,cannot faultin any way
will use company again,and recomend anyone else to do so

thank you once again

p j dipple

The GOOD, The BAD & The UGLY

****REVIEW UPDATED 06/08/12****
The GOOD: Palermo Oak Dining Table and Sideboard - Beautiful. Ordered 15/05/12, delivered 02/06/12. Telephone call previous day and a reminder 40 mins before that the delivery was coming. Perfect Service.
The BAD: 6 x Astoria Chairs - 3 x were very poor quality.
The UGLY: What came after was very poor customer service. You have below the unabridged emails (trustpilot removed names). Of course countless phone calls in between.

I work for a large organization and we constantly share our experiences, one of them being on-line shopping, good deals etc. I would NEVER recommend this company. Furthermore, if this was my first ever on-line experience, I'd never do it again. One thing I always think is appropriate, is the good will financial compensation offered by a company when it lets people down: it demonstrates their commitment to ensuring no one else has to experience such a thing. This company (verbally via telephone) offered >£100 compensation INSTEAD OF getting the goods right, which shows that it is happy for people to have 2nd rate goods. If you read the response from Mr *unt, they say the right words, but I'm afraid these are empty words, probably cut/paste from a drop down box!
Bottom line is this: If you like the furniture, this company is perfect. If you have any problems, God Help You, they are a bunch o' clowns!

Please read the emails below if you're interested.
***************



F.A.O [Name]

Dear [Name],
I have asked repeatedly to speak to a senior manager as your junior managers have failed to deliver on their promises.
I believe situations like that I am experiencing should be tackled from the top. Your supplier IS LETTING YOU DOWN and, as the man at the top, you need to know that your managers are ineffective in dealing with this. One almighty kick up the supplier's backside is all that is required from you, I'm sure!
Please enquire with your staff about order number 151167 and read the email chain.
I look forward to speaking with you and to bringing this matter to a conclusion.
Thank you
GD

*************************************

A 2 man delivery has already been assigned to your order. It is in the delivery notes which are not sent out to customers.
******************************************************************
Hello,

Urgent response required please, regarding our purchase.

Service: Impeccable - this will be placed on feedback forum.
Palermo Oak Table and Sideboard: As described, absolutely beautiful and excellent quality finish - this will be placed on feedback forum.

However..........

Astoria Chairs: 3 acceptable quality, 3 very poor workmanship (1 cannot be built due to poor construction of seat). Of all three boxes opened, one chair was ok and the other rubbish.

I would like to make arrangements to have 3 seats replaced as a matter of urgency. We have nowhere to sit.

Regards
****************************************************************
[Name],

could you call me please on 0191
*********************************************
Ah, thank you for your email.
I have contacted our customerservices team on your behalf who deal with damages. If you could send the information to the email and we can sort out another item perhaps or just a straight forward replacement
***********************************************
[Name],

This has already been done. To reiterate, the chairs are not damaged, they are of poor workmanship.
**********************************************
Mr Dunning
thank you for your recent email, and apologies that you seem to have a bad batch of chairs.
If you could send a photo of the damage to us, we can either arrange to have someone sent out to fix them for you or we can get them replaced asap

If you could keep the packaging of the damaged chairs also as we will need that to get them replaced

IF you could send this information ( photo, reference number ,brief description) to "customerservices@oakfurnituresolutions.co.uk" then our damages team will be in touch shortly to discuss options

Thank you
***************************************************
[Name],

Please read my earlier emails.

Further to my discussion with [Name], I attach images.

Having given this some thought, this is what I would like:

All 6 chairs to be replaced. Further, I would like your assurance that the replacements are of the utmost quality (comparable to Palermo table and sideboard), and they are to be built on-site or sent assembled. I believe this is not an unreasonable request.

I get the impression that the seats sent out were 2nds. [Name] told me he'd never heard of this complaint before. If this is the case, then I must be very unlucky to have received 3 packs with one duff chair in each pack.

Please action this request as a matter of urgency.

Thank you

Gary Dunning
********************************************
Dear Gary,

Firstly, please accept my apologies for the condition your chairs arrived in.

Also, thank you for the pictures, which I have forwarded to my supplier to advise. I will notify you as soon as I can.

Kind regards,

[Name]

[Name]
**********************************************
SOME TIME LATER!!!!!!!!
************************************************
[Name],

Can I have a progress report please.
***************************************************
[Name],

Your colleague reassured my wife that you would phone me before 12pm 13/06/12.

Still waiting!
*******************************************
Dear Gary,

I have been liaising with my supplier regarding the chairs and they have advised me that they can send out to you 1 seat and 3 chair backs as these are the parts in question that are not up to standard. I hope you find this suitable, and these can be sent to you as soon as possible.

Kind regards
[Name]
***********************************************
That's OK. I'd like them before the end of the week please, via special delivery.

What will I do with the waste?

Regards
***********************************************
Dear Mr Dunning,

Further to our conversation last week myself and the damages manager have today been pushing for an early delivery of your replacement parts; the supplier has agreed to us a next day courier, however, since they are not able to access the parts in their warehouse until the end of the week the delivery will be on Monday 25th.

I hope this is suitable, I apologise this is longer than you wanted to wait but this is the fastest option available.

Kind regards,

[Name]
********************************************
[Name],

If this is the best they can do, it's the best they can do.

I am, of course, very disappointed. Your supplier has let you down, which reflects very bad on Oak Furniture Solutions.

All I ask now is that you pursue the supplier for compensation for the embarrassment they have caused you, and pass this benefit onto your client whose expectation is far from fulfilled.

I think this is a reasonable request.
**********************************
Dear Gary,

Thank you for your email. I have raised the issues in your email but at the moment as replacements for damaged pieces have been arranged compensation is not possible. I do appreciate the inconvenience caused by the quality issues and the subsequent need to accept another delivery, however, the general policy with damages is to offer a discount or replacement.

Kind regards

[Name]
************************************
[Name],

Are there any special arrangements in place for Monday.

1. ETA
2. What should I do with the duff seats?

Regards
**********************************
THE ITEMS DID NOT ARRIVE AS ARRANGED
***********************************
[Name],

I am trying very hard to contain the feelings of disappointment one feels having been let down repeatedly by incompetent people.

Don't get me started about the shambles on Monday. Your colleagues should have told you by now that I took a day's annual leave from work after you told me the replacement goods would be delivered Monday 25th. I waited patiently all day and nothing was delivered. But that issue is minor compared to the next one. Please read on.

Can you recall that one of the seats could not be used due to poor construction. Well, because of that, I had no need to unwrap 1 set of legs. When I eventually unwrap the legs today, one of them is of the poor standard I have grown to expect from Astoria chairs. It is SPLIT along one corner. But, even this issue is minor compared to the next one, the best, which I save 'til last.

One of the replacement chairs you've sent is actually worse than the rubbish I named BOTCHUP 3 in my earlier complaint.

As you have failed me, I would like you to pass this matter higher in the organization for resolution.

I would like someone to examine the attached photos and tell me what they intend to do to repair this situation and the reputation of Oak Furniture Solutions.

Please ask someone to phone me on 07887
******************************************
Dear Mr Dunning,

I apologise there have been problems with your replacements. As I do not personally deal with the suppliers in regards to quality issues and you have requested to speak to someone else, I have asked our Customer Liaison Manager to call you later today, however, he will need to contact the supplier before he does so and therefore it will probably be late afternoon before you hear from him.

Kind regards

[Name]
***************************************
Hello,

Please forward this email to someone above [Name] or [Name], both of whom have consistently failed me as a customer.

I would like a senior member of your organization to contact me on 07887
**********************************************
Hello,

Please forward this email to [Name]. I have read his responses to complaints on the Trust Pilot site. He may be interested in my comments about the company.

As ask for this as [Name] and [Name] have consistently failed me as a customer.

I would like [Name] to contact me on 07887
*********************************************
Dear Mr Dunning,

With regards to the emails you have sent to our sales address; I am afraid as I am the Customer Services Manager and [Name] is the Customer Liaison Manager there is nobody more senior to deal with your complaint. [Name] the managing director is now away from the office for several weeks and does not usually deal with customers directly, however, you are welcome to write to him at our offices and I am sure he will consider your comments upon his return.

I have spoken with [Name] both yesterday and today about your order; I understand he is currently discussing the situation with the supplier but has emailed you to provide an update on his progress yesterday. I apologise that these matters take some time to resolve, however, we do not manufacture the Astoria chairs and therefore must seek the advice of the suppliers before we can advise on further action.

Kind regards,

[Name]
*********************************************
I EVENTUALLY FIND OUT THERE'S ANOTHER MANAGER CALLED [Name]
*********************************************
Dear Mr Dunning,

I have managed to get in contact with [Name] who has stated that
she will see what she can do on Monday when she returns. She has
stated that she cannot make any promises but will try her best and a
replacement may yet be an option.

I will contact you on Monday afternoon with an update.

Thank you for your patience.
Kindest Regards,

[Name]
*********************************************
Dear Mr Dunning,

Apologies about the delay, I will call you later this afternoon; we
have been trying to gather the information that we require.

Kindest Regards,
[Name]
*******************************************************************
Dear Mr Dunning,

As discussed we have arranged for our courier [Link] to deliver two Astoria Oak Dining Chairs. From this you can take one of the chairs and return the other and the remaining items that you have.

Once again I am sorry that we have been unable to arrange anything sooner. Unfortunately there would be too much chance of damage to these items if they were sent by courier.

I hope this helps.
*******************************************************
THE FURTHER REPLACEMENT SEATS ARE ALSO. ONE LOOKS LIKE IT HAS EXPRESSO COFFEE SPILLED DOWN THE BACK, BUT IT'S THE VARNISH. THE OTHER HAS A SIMILAR ISSUE AS THE OTHERS.
*******************************************************
FAO [Name]

Ref: DISSATISFACTION

Dear [Name],

I took receipt of a box of 2 Astoria chairs on 12th July. I opened the box for a quick look, but had to leave it as I, once again, had to leave work at short notice.

I suspected, due to the condition of the box, that it had been opened, and the contents examined. This is what I wanted (although your salesperson said it would not happen)....for the goods to be checked prior to despatch.

Having reopened the box today, it became quite obvious that, not only have the goods been opened and checked, but they are quite obviously 'returns'.

How do I know this. Well, neither of the chairs are perfect, and neither have the fire safety labels attached to them, which new chairs clearly do.

I feel now that my trust as a customer has been well and truly abused. And, quite frankly, I am well and truly hacked off with it all.


The other thing I must bring to your attention is this:

Dear Mr Dunning,

Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.
I apologise if you feel the chairs you received were of poor quality and understand this is unacceptable. Our Damages Manager and Customer Services Manager are doing their best to deal efficiently and promptly with the matter and I can see they have done so thus far.
However in order to solve the problem we do have to negotiate with our supplier and in this case they have not agreed to a replacement. I see they have sent replacements parts out and agreed at one point agreed to send out their repair company too.All we can do at this stage is offer compensation in combination with the replacement parts. I can see that we have also now arranged to send out a replacement chair which we currently have in stock.
We are currently reassessing our suppliers and the service they provide and will certainly keep this in mind during this process.
Once again please accept my deepest apologies for the problems you have experienced.

Kind Regards,
[Name],
Managing Director.

This is the message you posted on Trustpilot. At no stage have I been offered compensation in combination with replacement parts. I was offered it instead of replacement parts, which I felt was an absolute insult.

Your organization has failed to deliver on this one I'm afraid.

I am ready now to have someone come from the company to my home, so we can discuss this shambles further.

Regards
*********************************************
Dear Mr Dunning,

As I have previously mentioned, I am afraid [Name] does not usually deal directly with customers. The best way to reach him is to write to him. With regards to your order the chairs were throughly checked by our warehouse who confirmed for us they were in excellent condition so I am very sorry to hear you have not found them to be in the same condition. I am afraid, however, there is nothing further we can offer other than a collection and refund of the chairs.

We will need the chairs to be packaged for transit and a refund will be processed once the collection has taken place.

Kind regards,

[Name]
*************************************
I am very disappointed indeed with this response. Clearly, the standards of your warehouse staff fall way below mine.

I'll contact [Name] via Trustpilot.

Oh, and of course, I will consider the current position. If I do agree to return the items, it will be the chairs, table and sideboard.

Thank you
********************************************
Dear Mr Dunning,

As I have previously mentioned, I am afraid [Name] does not usually deal directly with customers. The best way to reach him is to write to him. With regards to your order the chairs were throughly checked by our warehouse who confirmed for us they were in excellent condition so I am very sorry to hear you have not found them to be in the same condition. I am afraid, however, there is nothing further we can offer other than a collection and refund of the chairs.

We will need the chairs to be packaged for transit and a refund will be processed once the collection has taken place.

Kind regards,

[Name]
Customer Service Manager
Oak Furniture Solutions
*********************************************************************************
I am very disappointed indeed with this response. Clearly, the standards of your warehouse staff fall way below mine.

I'll contact [Name] via Trustpilot.

Oh, and of course, I will consider the current position. If I do agree to return the items, it will be the chairs, table and sideboard.

Thank you
***************************************************************************************
Dear Mr Dunning,

I am afraid we are unable to accept the return of the sideboard and table as they are undamaged and have been in your possession for over 30 days.

Please let me know whether or not you wish for me to contact our delivery company with regards to a collection.

Kind regards

[Name]
*************************************************************************************
AND THAT'S HOW IT WAS LEFT - PITY!


(UPDATED REVIEW 06/08/12)

Wednesday, July 04, 2012

Reply from Contempory Oak Furniture

Dear Mr Dunning,

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

I apologise if you feel the chairs you received were of poor quality and understand this is unacceptable. Our Damages Manager and Customer Services Manager are doing their best to deal efficiently and promptly with the matter and I can see they have done so thus far.

However in order to solve the problem we do have to negotiate with our supplier and in this case they have not agreed to a replacement. I see they have sent replacements parts out and agreed at one point agreed to send out their repair company too. All we can do at this stage is offer compensation in combination with the replacement parts. I can see that we have also now arranged to send out a replacement chair which we currently have in stock.

We are currently reassessing our suppliers and the service they provide and will certainly keep this in mind during this process.

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

Kind Regards,
Robin Hunt,
Managing Director.

4.5 stars but genuinely nice experience

I was recommended Oak Furniture Solutions, as I was after something better than IKEA, but not so expensive as to break the bank. A lady friend had recommended them, saying that while they had not been perfect, she had the real impression that it was maybe a small family business or something of the sort, as the people she had dealt with really seemed to care and actually appeared to want to help.

I gave them a shot and I have to agree, that's what the company feels like. I talked to four staff all in all (not including the delivery driver), before and after making my order, and three of them were an absolute credit to the company, and so from seeing that the MD reads these reviews, I will name those who deserve the praise and I will criticize where it is due. I won't mention the name of the condescending and patronising gentleman who insisted on repeating the same things back to me in a bored monotonous tone, though I will be writing a letter of complaint to the company managers shortly. But bad eggs should not colour ones vision entirely and credit should always go to those who deserve it.

Tommy was a complete delight to deal with and came over as both knowledgeable and personable, whilst Sophie was the absolute model of good customer service; friendly, sincere and with an attitude that really made me feel that she would do anything at all that she could to help me out. I always dread having to talk to the human robots that man the phone lines in call centres, and I always make sure to go in as loud and aggressive as I can, but I 100% felt as though these were two people who wanted to help, rather than just get rid of me. The fact too that Sophie also called me back was a very nice touch, and I regret the way that I talked to her earlier in our conversations. A letter of apology has been posted as that is not the way a true gentleman should speak with a lady.

The manager also did a good job of reassuring me and making promises that she was able to keep. A very pleasant Scottish lady whose name sadly eludes me, she came across as being very much in control and despite my overly aggressive manner acted in a very professional manner.

Away from the people themselves, the website is very informative and easy to use, and information comes through clearly in email, although it must be said that the gaps between notifications is perhaps a bit too great, and that's why the customer has to call so much. And although a slight one week delay did occur, it was not too big a problem, and crucially no further delays did come about.

The delivery company they used appears to be a new one too that I can't find much trace of, but the driver Frank that came to our house was incredibly polite and insisted on doing all the lifting and moving himself. Which nearing the tail end of my fifties I was very grateful for! If there was a downside to the delivery it is just that the company itself is perhaps a little slow in getting things from Oak Furniture to the customer.

All in all however the company feels like a small operation, and I mean that in the nicest possible way. If they sort out the delays and notifications, then there would be the perfect operation, such is how strong the personal touch that is offered. I was very happily surprised at my dealings with the team, and I hope that this was not a one-off as I plan to order from them again soon and I feel as though this was their strongest asset. Good show, and I look forward to your responses to my written communications.

Beautiful furniture, but a looooonnnnnng wait!

I ordered my furniture at the end of January and was told it would take approx 6 weeks. OFS did email me before the 6 weeks was up to say it would take an additional 2 weeks (8 weeks total). I was then unable to get hold of them, but was contacted late April to arrange the delivery which finally arrived on 4 May - 13 weeks after I placed my initial order!
Regardless, I am very pleased with the furniture now that I have it. It looks beautiful and was well packaged. I would like to have seen some care instructions, though.

Friday, May 18, 2012

Reply from Contempory Oak Furniture

Dear Carolyn,

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

I can see that when you ordered we advised that the items were not in stock and we advised to call for availability. We aim to regularly update customers, at least every two weeks when items are likely to have long lead times and I hope you felt we kept you updated.

I apologise if you feel there was an unacceptable delay and see it was 13 weeks between ordering and delivery. We are dependent on our suppliers and they give us wide timeframes for these items which we cannot control. However we are currently examining more closely the stock levels and timeframes given to us by suppliers so we can avoid delays with products in the future.

It is good to hear that you are pleased with the quality of the furniture and I hope you get lots of use out of it.

Kind Regards,
Robin Hunt,
Managing Director.

Superb build quality

The bookcase was delivered when I wanted it to be, not when the delivery company wanted to deliver it; most impressed!
The build quality and finish are both superb. The pegs supporting the shelves are not just simple wooden dowels like most furniture you buy, but proper stainless steel threaded bolts which screw into brass bushings in the main unit. A far higher build quality than I expected for the price!
Overall very impressed, I will use this company again and happily recommend them to anyone.

Brilliant!!!

We ordered a lot of Mobel oak office furniture and when it was delivered we were absolutely delighted with it. It arrived on the correct day and the delivery men were very helpful by bringing the very heavy boxes into the room. Everything was well packed and in perfect condition.

What a Customer Service Dept this company have got! All our dealings have been by email to a lady called Claire. She has answered all our queries within 24 hours (except for one occasion when she was on leave!!!). I began to think we were becoming the customers from hell, but she dealt with our change of order (twice!!!!) without any fuss.

She even managed to get us some extra handles to match the ones on our new furniture! Everything was so easy with them.

I can't recommend this company highly enough and if we ever need anymore furniture we will certainly look here first.

Congratulations to a company who understand what good customer service is all about - only wish there were more like you!!!!

Thanks For The Wardrobe

Dear Oak Furniture Solution, thanks so much for my oak wardrobe, it arrived exactly on the day you said it would, and it is a lovely piece of furniture! To be honest, at the price you advertised it for, I actually didn't think it would be this good quality!! Will definitely buy from you again!

Best Oak Furniture

My review is really about the actual furniture I received - it was absoloutely lovely!! Not a scratch, made very well and finished to a high standard! Thankyou Oak Furniture Solutions - when I found the Bently range on your site, i assumed at the price you were selling it there might be some small defects, but not at all.

As for delivery and customer service, no complaints from me - arrived on the day they specified, and the delivery driver was very helpful.

5 out of 5 from me!

Michelle

Rather unhappy

I ordered in mid February and I am still waiting. I was told the items would be in by end of March. Depsite several phone calls and emials to customer services they have never once been in contact with me to apologise for the delay. At the start of April I called and was told the item was in the warehouse and should be out to me by Easter or just after. I have just called since I had still heard nothing and I am now told it will be mid May and they have no record of the conversation at the start of April.

I accept the item may be out of stock and there may be probalms in sourcing the item but th elack of cutomer service when they actually have all my money for two months is astonishing. Very polite and friendly when you do talk to them but it hardly compensates for the poor level of cutomer care and attention.

miles Fawsitt and Robert R S Walters found this review useful

Monday, April 23, 2012

Reply from Contempory Oak Furniture

Dear Andrew,

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

I can see that when you ordered we advised on our website that the estimated time frame on the item was 2-4 weeks. I apologise if you feel there has been an unacceptable delay and can see it has now been over 3 months since you ordered. I can see that we heard from our supplier at the end of February to advise that the item would be delayed until April. We then emailed again in March and recently with another update with apologies for the delay.

I can see that this is unacceptable and the extended delay is unfortunate. We are dependent on our suppliers and they are currently experiencing a delay with some of their items. We currently advise in the product information on our website that this item is out of stock and to call for availability.

We do have the option for customers to pay a deposit only, with the rest payable when the items are ready for customer convenience.

I am sorry for the delay with your order and I can assure you these are not the service levels we aim to achieve, or indeed usually offer.

Kind Regards,
Robin Hunt,
Managing Director.

Good Company!

I do a lot of internet shopping, so am pretty well placed to comment on Oak Furniture Solutions - they are EXCELLENT!!
Great products, cheap prices and they deliver when they say they will! Given them 5 stars but would give them 10 if i could!

Good Price, Great Service!

I am genuinely suprised reading some of the negative reviews below-I can only assume they are from a long time ago, or made by Oak Furniture Solutions competitors!
I have bought furniture from this company twice in the past 2 months-both times i got the best price on the internet and both times the goods arrived on time and in perfect condition.
When i did need to phone them up ( to confirm delivery dates ) the man i spoke to was polite, patient and knowledgeable.
Would recommend this company to everyone!

Made My Easter!!

Thought I would drop a quick review in here to let everyone know my experience with Oak Furniture Solutions!

I ordered a new dining room table and chairs back in Feb - the quoted delivery date was to be next week. I phoned up the customer services and explained I had family coming over Easter and would there be any chance of getting the furniture quicker. The lady in their customer services explained that the furniture usually takes a bit of time to deliver but would see if she could get it to me that bit sooner.

Within an hour she phoned back and said as luck would have it, the very dining room table and chairs i was after were in current stock and they would have them to me before Good Friday.

True to her word, they arrived last week - for me there are a lot of other companies out there that could learn a thing or two from this company. Just going that extra mile to try and help a customer means a lot - i'll be using them again.

Good beds

Bought and received a Mya bed, delivered in 3 days and very happy.

Excellent

We bough a Camden bed and chest of drawers from Oak Furniture Solutions. Great value, good quality and it was delivered quickly.

Excellent furniture and Company 9.9

What a great company. My initials queries on my order were answered quickly, politely and clearly. The goods arrived on time and the delivery men were very polite and sociable. The quality of the furniture is fantastic (I ordered the Hereford furniture package). What more can you ask for? A truly professional company that I would have no worries in doing business with again. Many Thanks C B

What customer service?

I ordered a bedstead two weeks ago and received an email on 26th March telling me it would be delivered in 48 hours. It wasn't.
When I called to find out why I was given a really daft excuse about the mislabelling of the product...but I played along because I thought that to create an excuse that elaborate must indicate that at least they were trying. I was promised that it would be delivered the next working day. It wasn't.
When I called to find out why I was given a vague answer about them wanting to deliver it but not having time and was promised it would be delivered the next day. It wasn't.
When I called to find out why again I was given a similar vague excuse but my patience was thin so I asked some more probing questions and was told that somebody would have to call me back. They never did.
I called again and was told that I had been sent an email that would explain the whole misunderstanding. I couldn't wait to read it...
The email was full of more excuses about the delivery company misreading things and a promise that it would be delivered the next day. It wasn't, and to be honest I don't have time to keep calling or emailing to be fobbed off in this way. I am very busy with my own full-time job and so request that the management team at Oak Furniture Solutions do theirs also.
Hopefully I will receive the bed soon.

miles Fawsitt and Robert R S Walters found this review useful

Monday, April 23, 2012

Reply from Contempory Oak Furniture

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

I can see that when you ordered the time frame on your bed was 2- 3 working days, and I can see that your bed was delivered after 3 weeks, which is an unacceptable delay on this express item.

We order these beds through our supplier and use an external courier company to arrange delivery. What seems to have happened in your case is that the courier company had registered your delivery as a collection and therefore failed to deliver your bed on the arranged day. This delayed your delivery until we had again sent over the details to them and I apologise for this on their behalf.

I am sorry if you felt that our customer services team did not properly address the problem, and I can assure you we are always working towards improving the customer experience and the ways in which customers are updated on the progress of their order.

I am sorry for the delay with your order and these are not the service levels we aim to achieve, or indeed usually offer.

Kind Regards,
Robin Hunt,
Managing Director.

Will My Shoe Rack Ever Arrive? Cust Svc can't help!!

A word of warning Oak Furniture solutions are unable to deliver against the excessively long lead times that they only advise you about post accepting your order and banking your payment.

Our order was placed almost 14 weeks ago and Customer Service are unable to advise whether we will receive our shoe rack this side of Christmas 2012. Shocking service. To make matters worse the guys at the call centre insinuate that it is me the customer that has an unrealistic expectation when these expectations have been set by their communication..

The last time I was fobbed off like this was from a company that was going under. Sadly I didn't pay with a post dated cheque.

Cathy

order ref. 114556.

miles Fawsitt and Robert R S Walters found this review useful

Tuesday, April 03, 2012

Reply from Contempory Oak Furniture

Dear Catherine Cunningham,

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

I can see that when you ordered we advised on our website that the estimated time frame for the shoe racks was 2-12 weeks. I apologise if you feel there has been an unacceptable delay and can see it has now been 13 weeks since you ordered. We are dependent on our suppliers and they give us a timeframe of 2-12 weeks for these items which we cannot control.

We have now been advised by our supplier that the item is due in on the next delivery, and our logistics team are scheduling this in today. Once we know this our delivery company will be in touch with you regarding a suitable delivery date.

We always take the total amount due for the order at point of sale which is standard practice for all online retailers, allowing us to purchase the items from our suppliers and so on. We do have the option for customers to pay a deposit only, with the rest payable when the items are ready for customer convenience.

I am sorry for the delay with your order and I can assure you these are not the service levels we aim to achieve, or indeed usually offer.

Kind Regards,
Robin Hunt,
Managing Director.

poor customer service

The item I ordered was delivered quickly, packaged well and of a fairly good quality. Some of the joins were a little substandard but only when really scrutinized. The mirror on the cabinet door had a small scratch on and this is where the problem starts. I sent an email straight away to the company but had no response. I have emailed a couple of times since and received only an automated response. The customer service is terrible and due to this I would never order from this company again. Mine was a minor flaw and I can live with it but would never risk having to deal with them for a major problem.

Monday, April 02, 2012

Reply from Contempory Oak Furniture

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

I am sorry that your bathroom cabinet arrived with damage to it. Please also accept my apologies for the lack of response to your emails and I am sorry that you have only received automated emails so far. We do aim to respond within 24 hours and I can only think that your emails have been missed in error.

I have spoken with our damages department and we can arrange to start the process of issuing you with a replacement. We would need you to email photos in, if possible to our sales email and we will keep a look out for it. This will help us to liaise with our supplier and ascertain if the damage was caused in transit or during manufacture.

Once again, please accept my apologies for the lack of response to your emails and I can assure you these are not the service levels we aim to achieve, or indeed usually offer.

Kind Regards,
Robin Hunt,
Managing Director.

Mya Guest Bed - quick delivery A++

We have just taken the delivery of a Mya guest bed and are delighted. The bed is very good quality and was delivered in 2 days. Thanks very much

top quality oak, very pleased!

I recently purchased a bookcase from this company online having not heard of them before. I must say i was pleasantly surprised with ease of purchase on the site as well as speedy delivery. The bookcase itself is a lovely oak piece which fits perfectly in my dining room!

Thankyou!

Once in a while, it's worth writing about something positive, and Oak Furniture Solutions has given me good reason to do that!
I have recently separated from my partner and moved into a new ( unfurnished property ) house.
I needed to get a whole load of Oak Furniture-and having looked at about 10 sites online, i decided to use Oak Solutions as they had the best prices and the site looked professional.
Because i wanted all the furniture to arrive on the same day, i phoned my order through-and received exceptional service from the young man i dealt with.
From the outset he was helpful, eager to please and gave me good advice, even helping me find a few cheaper options to save me money!!!
We arranged a delivery date and sure enough everything arrived on time and with all the bits.
Simply put, i would use them again and recommend them to anyone else considering buying oak furniture online!

Sandra Whitehead

brilliant service and value!

The customer service i received when delivering my dining table and chairs was second to none. My house is in a difficult position for deliveries, however the staff were really helpful and friendly.

lovely new coffee table

I purchased a coffee table online with ease, and had great customer service throughout the whole process! delivery came a day earlier than expected too!

on time and perfecr condition

Ordered 5 pieces of furniture for my new house-all arrived on time and in perfect condition. well done ofs, will use you again!

Don't Buy from this company

Recd my table a a few weeks late !!!
That was the start of it...
After a week or so, cracked appeared in the middle of the table.
Phoned, emailed, phoned, emailed, emailed again.... still no positive response .. aaaaghhhhhhhh

Getting fed-up.... lawyers letter next probably...

Never ever gonna buy from this firm again..

miles Fawsitt and Robert R S Walters found this review useful

Tuesday, March 27, 2012

Reply from Contempory Oak Furniture

Dear Shahid,

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

I can see that when you ordered we advised to call for availability for an estimated time frame on your items. I apologise if you felt there was a delay with your delivery and a lack of information and I can assure we are updating the processes by which we contact customers with regards to the status of their order.

I apologise that you have had problems with the table cracking and can only apologise on behalf of our supplier. I can see that we contacted our supplier when you advised us there was a problem and they agreed to collect and repair the table. However I understand this was not organised and you experienced a delay. I apologise for this and can see that our supplier have now arranged to collect your table on Friday.

I can assure you these are not the service levels we aim to achieve, or indeed usually offer. Once again please accept my apologies,

Kind Regards,
Robin Hunt,
Managing Director.

good customer service

great service from this company, phoned me to tell me the delivery would be a day early!

Very happy again - Lyon Oak bed

Many thanks for your hard work assistance in re-scheduling the delivery of our new Lyon Oak double bed. Your delivery company and driver kept us informed of the renewed date and the accurate delivery time on the day. When he arrived he was very helpful and brought it into the livingroom.

This morning we had time to unpack and put the bed together, which took about 30 minutes. My partner and I are absolutely thrilled with the bed which is superbly made and looks (and feels) fantastic.

We have bought from you a few times and once again your service and the delivered product has have been of high quality.

Customer service excellent, speed - terrible

As someone who had the option of ordering this from BHS or yourselves, I expected the smaller company to be slightly slower, however the wait I have had on this item has been ridiculous.It it wasnt for the constant information updates and friendly attitude provided by Tom B we would have cancelled this in February. I spoke to other members of staff who promised call backs and got nothing,
The item itself is brilliant, very solid. Bit of friendly advice, when you have a customer who politely asks for advice on how to put together a wardrobe, a sarcastic "we dont get paid to do that" doesnt help matters at all and really puts a dampener on the arrival of new furniture.

Thursday, March 22, 2012

Reply from Contempory Oak Furniture

Dear Jenny,

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

Unfortunately we cannot trace your order on our database. We would be grateful if you could email our customer services contact address with your comments and order number and we will be able to respond quickly to that: customerservices@oakfurnituresolutions.co.uk.

I can fully understand your frustration with the service you have received and can assure you this is not the service levels we aim to achieve, or indeed usually offer. Once again please accept my apologies,

Kind Regards,

Robin Hunt,
Managing Director.

Good value and products

Great looks website with loads of choice! also great prices and quick delivery

Appalling Service.Uncaring Staff!Unaccounted for DELAYS!!!!

Where to start? Ordered bedroom furniture on 9 Feb 2012 and told 2xdrawers would be in 25 Feb with full delivery soon after. After too many times chasing OFS myself and explaining that the bed was for elderly parents ( 80 and 78 one with dementia) I was FINALLY given March 20 2012 as the delivery date, much to our final relief.
However, the "young boy" arrived alone and told parents that the furniture was a "2 man job"so he left(!!!), after leaving half a bed in flat pack and 2 bedside cabinets in their hall!! The long awaited drawers travelled from Glasgow back to MANCHESTER last night and after an entire morning trying to get OFS and Go Logistics to sort this mess out today was told (after I had to chase AGAIN at 11am despite being assured they would get back to me earlier), that the remaining furniture won't be delivered now until Friday 23. That's 3 nights without a bed for my mum as we had removed her old one yesterday morning, not to mention having to send the joiner that we had booked to build the bed back home! OFS response at 5.45pm last night?? "Sorry can't help as only one in office!"
As a Company Director myself I am totall appalled at what has gone for "service" at OFS; [name removed], who I see has earned a glowing testimony from other clients was both patronising and unhelpful and totally apathetic to the situation. I had occassion to speak to him about the continual delay with the order over the 7 weeks this has dragged on, although as it was him that was so unhelpful when I rang again last night, at least he's "consistent". As for [name removed] the manager , whilst more professional and apologetic has still not delivered the goods...literally!

My advice to anyone after this shambles is to "BUY ELSWHERE" as OFS do not offer ANY level of customer service or satisfaction if you find yourselves in a similar situation and any savings you feel is being made on the goods,will more than cost you in time and sanity!

miles Fawsitt and Robert R S Walters found this review useful

Monday, March 26, 2012

Reply from Contempory Oak Furniture

Dear Maureen,
Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.
I am sorry to hear that you and your parents felt that you received bad service. I can see that we advised you around the time that your items were due, at the end of February, that one of the items, a chest, was in fact delayed and that we would contact you when we had more information. I apologise for the wait which was due to a delay with our container of stock.
I can see that our customer services team diarised your order and repeatedly chased the items to see if there was any update. I apologise if you felt there was a delay in call backs and a lack of information and I can assure we are updating the processes by which we contact customers.
I apologise that you were not able to receive all the items on the first delivery, although I understand that the driver was advised to take the bed away, as there was no way he would be able to take it upstairs on his own. I appreciate that your parents are elderly and could not assist the driver to take the items into the room of choice, and perhaps if we had realised this we could have arranged a two man delivery to start with. I would draw your attention to our terms and conditions in which we only guarantee delivery to the front door and offer a one man delivery service as standard with the option of a two man delivery if requested. I appreciate this was not an ideal situation, especially in your parents’ case and I can only apologise.
I can fully understand your frustration with the service you have received and can assure you these are not the service levels we aim to achieve, or indeed usually offer. Once again please accept my apologies,
Kind Regards,
Robin Hunt,
Managing Director.

Appalling Customer Service

Good quality furniture, appalling customer services.
I waited 10 weeks for 6 dining chairs to be delivered. I was told by OFS they were out of stock but would be delivered in a few days, they would ring me. Nobody called. I called again and was told 2 more weeks, they will ring me. Nobody called. I called and e mailed and was told delivery would be about mid march.
I did receive an e mail from a lady, she didn't say what her position in the company was, to say that she deals with all the e mails and that sorry, "but they have no control over deliveries". It was down to the supplier. I would suggest that OFS should get some control over their deliveried especially when it comes to prioratizing customers who have experienced long delays.
I note that in other poor reviews, OFS are currently restructuring their systems by which they contact customers, the sooner the better.
It's a shame because the product is good, but I will never use OFS again or recommend them to friends because of the awful customer service we received.

miles Fawsitt and Robert R S Walters found this review useful

Wednesday, March 21, 2012

Reply from Contempory Oak Furniture

Dear Mr McCarthy,
Many thanks for your feedback and please accept my sincerest apologies for the problems you have experienced with your order.
I am sorry that you experienced delays with the chairs, and I apologise that you were told that they would be delivered within two days if they were out of stock, as this would not usually be the case. I apologise that you received no contact regarding an update, as clearly the expected timeframe of 2-6 weeks had passed and we should have kept you well informed after this point.
We do now regularly review the estimated arrival times of all our orders and keep customers updated on a two week basis. I can see in this case that the particular items you ordered were to go directly from our supplier with their own courier company, which exacerbated the problem with the delay. This is true for only a small proportion of our items, and the courier company in this case always delivers within 10 days.
I can see that we offered a goodwill gesture when the items were so severely delayed and I can only apologise again for the unacceptable delay that you experienced.
I can fully understand your frustration with the service you have received and can assure you these are not the service levels we aim to achieve, or indeed usually offer. Once again please accept my apologies,
Kind Regards,
Robin Hunt,
Managing Director.

5 Star+++++ Comfy bed and good service

Thank you for the quick delivery yesterday. What a true find your company is. Superb quality furniture at a very reasonable price, as well as an easy to navigate website, friendly and helpful staff and lovely delivery driver. Oh yes, and the bed and mattress is very comfortable to!...

Lovely tables - eventually!

The initial four week delivery turned into about ten weeks, and then the smaller table in the nest had a problem with one of the legs. I dealt with one person (Tommy Boonham) during the whole saga of delays and obtaining a replacement leg. This made the whole frustrating experience much more bearable as he was very helpful and finally managed to sort everything out. I felt reassured that I had one particular person who knew my problems without having to repeat them on each phone call or email. Anyway, finally I am delighted to have a very nice oak nest of tables which arrived beautifully packed and look just like the picture! Thank you Tommy for all your patience and perseverence!

Wednesday, March 21, 2012

Reply from Contempory Oak Furniture

Dear Mr Parr,
Many thanks for your kind comments and constructive feedback.
I can see that you experienced a delay with your order and I apologise for this, as the initial estimated timeframe was 2-4 weeks for the item.
I am pleased that Tommy was so helpful and that issues with damage to the table were efficiently handled.
It is great to hear that your experience of contact with us on the phone and at the point of delivery was positive; we hope to see you back at Oak Furniture Solutions again soon.
Kind Regards,
Robin Hunt,
Managing Director.

Excellent Value for money and service

Just like to say how pleased I am with my order from your company. Fantastic quality furniture and for a brilliant price. I would also like to say how impressed I was with the delivery service by GoLogistics and your driver. Altogether an excellent shopping experience and brilliant service. Thank you I am very pleased and would not hesitate to purchase from your company again or to recommend you to others.

Wednesday, March 21, 2012

Reply from Contempory Oak Furniture

Dear Susan,
Many thanks for your positive comments and for taking the time to leave a review.
We aim to offer an excellent customer experience from ordering to delivery and I am pleased that your experience was a painless one.
We hope to see you Oak Furniture Solutions soon.
Kind Regards,
Robin Hunt,
Managing Director.

Westbury TV Cabinet

Received TV Cabinet today from Oak Furniture Solutions, delivered just when they said they would and we are so pleased with the quality of the oak furniture and customer service we wanted to tell you that we will be passing on your details to all our freinds and family. Thanks again for a extremely good customer service.

Wednesday, March 21, 2012

Reply from Contempory Oak Furniture

Dear Mr Ward,
Many thanks for your constructive feedback and for leaving us positive comments.

It’s fantastic to hear that you are so pleased with the Westbury TV Cabinet and I hope you get lots of use out of it. 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.

We hope to see you at Oak Furniture Solutions soon,

Kind Regards,
Robin Hunt,
Managing Director.

Won't be disappointed. 5 Stars

After searching for dining room furniture for over 3 weeks, both in stores and online, we came across your Westbury range on your site by accident. After reading the reviews on your site and online testimonials we decided to take a chance and order from you. We really have not been disappointed at all. The furniture from the range, a dining room table and chair set and sideboard were delivered by a very helpful Spanish delivery driver and we were both delighted when I unpacked them. The packaging was very good, as was the actual furniture, brilliant, so much so that we have just ordered the nest of tabkles and bookcase for another room.

We ordered our furniture via the website but did call once to check on the status. When we did call the person I spoke to was professional and gave me the information I needed.

Wednesday, March 21, 2012

Reply from Contempory Oak Furniture

Dear Mrs Howles,

Many thanks for your positive feedback and comments.

We always try to offer excellent customer service from ordering to delivery and I am pleased that service from our driver was so professional.

I hope that you enjoy your furniture and get lots of use out of it for many years to come.

Kind Regards
Robin Hunt,
Managing Director.

Good quality Bed - quickly

We ordered a fast track be, offered at a 3 day delivery. We also bought a mattress. All canme within the 3 days and is top quality kit!

Thanks for the brilliant shopping experience.

We have recently (this weekend) received the delivery of two walnut nightstands and a chest of drawers and are very pleased with the quality and price. I would highly recommed the amazing delivery service!