Outlethouse Reviews 6

Reply from Outlethouse

5 days ago

We understand concerns like this and want to add some important context for anyone reading.

Outlet House is a small, family-run business working with pre-loved furniture, where every order is sourced, sorted and matched by hand.

Over the past few years, we’ve successfully rehomed over 30,000 chairs and 9,000 tables, preventing them from ending up in landfill.

Representing a very high volume of completed orders.

Over many years we have not historically operated on public review platforms and this profile was not set up by us.

Our approach has instead always been to focus on explaining our process clearly and working directly with customers.

A small number of recent reviews can therefore give a misleading impression when viewed without that wider context.

We also don’t actively request or prompt customers to leave public reviews and will continue to take that approach.

Our focus remains on the work itself and direct communication with customers, rather than building a system around public review collection.

As a result, positive experiences are far less likely to be reflected here compared to businesses that actively build review requests into their process.

We do hold a large volume of stock at any one time, however it consists of individual pre-loved pieces rather than fixed, pre-prepared sets like those found in mainstream retail.

Orders are fulfilled by sorting, matching and grouping suitable pieces from what is available as batches come through. These can all vary in size, condition and detail.

This means that while some orders can be completed very quickly from existing stock, others can take longer depending on how pieces can be matched into the specific quantities required at that time.

Our lead times are therefore given as estimates and can occasionally extend and we update customers directly and our website where this happens.

We continue to fulfil a large volume of orders on an ongoing basis, the vast majority without issue.

Where customers decide not to continue waiting, we arrange for orders to be cancelled and refunded accordingly.

This way of working won’t suit everyone but it is a more considered and sustainable alternative to fast, mass-produced furniture and something we remain committed to.

Reply from Outlethouse

Apr 11, 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.

Reply from Outlethouse

Apr 11, 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.

Reply from Outlethouse

Apr 11, 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.

Reply from Outlethouse

Apr 11, 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.