Innes Reviews 23

My first purchase from 'Innes' has been a great experience. The lamp was delivered within a couple of days of placing an order. I had a telephone call from Innes the day before dispatch just to confim all was in order. I will not hesitate to buy from them in the future.

Awesome experience, super knowledgable on designers and Brands. Always happy to advise on alternatives. Makes a great coffee too.

Having never heard of this company before and planning to invest in a substantial design project, I decided to test their service with a smaller order first. At first I was informed there would be a three-week wait for dispatch, which I agreed to.

However, my order never arrived, and it’s now been over a year of trying to get assistance.
Despite multiple emails from me attempting to understand what happened, responses were slow and reluctant.

I was eventually told the item had been dispatched and was supposedly held at a Royal Mail depot. However, having never received any delivery attempt slip, a trip to the depot would have been pointless.

When I requested a refund, their replies became increasingly vague and dismissive, showing no intention to resolve the issue or take accountability.

Their last response, over a month ago, claimed they would “investigate with Royal Mail,” but they never followed up, even after I chased for an update.

Overall, this has been an extremely poor experience. A clear lack of professionalism, communication, and respect for customers.

Needless to say, I am relieved to have completed my design project with another trusted company rather than with Innes.

As I intend to take further steps to protect my consumer rights, I wanted to warn other potential customers to avoid ending up in the same frustrating situation.

UPDATE FOLLOWING THE COMPANY'S RESPONSE— 27/10/2025

Dear Innes,

Great to hear from you. I had actually given up on receiving any reply to my emails, but here you are, once again trying to dismiss my case publicly.

I find it baffling that you describe your company as taking pride in customer care, given your patronising tone and the unhelpful approach you have shown while handling this issue.

My review isn’t based on “changing stories” but on our actual email exchange, which you can easily revisit, as you’ve clearly missed the point of it.

I’m not required to justify why I couldn’t travel to a Royal Mail depot far from my location. I have explained that I never received a delivery slip (the only document that would have allowed me to collect the parcel), and I’ve already spent more than enough time trying to get an honest reply from you.

I cannot be held responsible for any issues with the parcel being returned to you. As far as I am concerned, it may have already reached you, but I have no way to track it.

I gave you every opportunity to investigate with Royal Mail, but you refused to update me on its outcome, which is appalling.

Customers have rights against misleading or neglectful service, and I stand by my review to warn others and encourage fair, transparent business practices.

Once again, I request a full refund, as you failed to provide the product I paid for.

Fabulous products, competitive prices and exceptional customer services!

As a recent first-time customer of Innes, I feel compelled to comment on the exceptional level of customer service that I thought was long gone in this day and age. Living as I do near London, it was not possible to visit the store in person so all of my communication was by e-mail. Responses were prompt and Chris was very patient and helpful in obtaining colour samples for me. The ordering process was simple; the made-to-order furniture item was ready for delivery comfortably within the indicated time frame and, when received, every bit as good as I'd hoped. I'll happily buy from Innes again.

S l o w.

Delivery

I hadn’t heard of Innes so checked here before ordering - it was an absolutely first class experience - they called after ordering to check the delivery day (and to check I knew what I’d ordered as I had chosen shelves without the shelving unit). Everything arrived in perfect condition very quickly.

Thanks Ivor Innes / innes.co.uk / Innes Gallery (same thing which confused me reading the other reviews)

Super impressed with my online experience with Innes. Purchased a Vitra stool (best price I could find online, too) the item was in stock and shipped immediately. When it arrived, I wasn't happy with the natural blemishes in the wood (preferential, not a fault) and the team at Innes were more than happy to support me in arranging a swap. Brilliant customer service, strong communication, nothing seemed like a hassle - and totally respected my personal preferences for the piece. Really appreciate it - especially with a timeless Vitra piece I know I'll keep forever. You will have me back time and time again. Thrilled with my new piece. Thanks!

I ordered a kettle from Innes Gallery, and from the get-go Innes were in contact in order to arrange a day for delivery which suited me. They were polite and courteous which gave me a very good impression of the company.

Once the kettle had arrived I was impressed with its design, definitely a high-end product. However something with the item wasn't quite right, it didn't boil properly.

I sent Innes an email and Chris chased this up with the relevant company, they are now sending me a replacement kettle very swiftly under the products warranty.

I wanted to praise Innes for their exceptional customer service (even when things do go wrong!) So many other companies make customers jump through hoops for warranty replacements, this was a very pleasant experience and I would definitely recommend Innes Gallery to anyone looking for luxury products with great customer service.

The best online retailer I have used regarding quality and customer service. The team could not have been friendlier and more accommodating with my queries and kept me up to date for the whole journey of my order, which arrived in perfect condition and met my expectations. My item arrived within a few days and the driver was helpful and went the extra mile. Highly recommended company. Fantastic customer service. Thankyou again.

Artek 60 stool - great price. Long lead time but the website made that clear and Innes phoned to check it was OK. They called when it was about to be shipped and emailed to check its arrival. Very good service. Will happily use again - but do check lead times if you’re in a hurry.

What a terrific experience. It’s rare to find retailers with this level of personal customer service. I had a few questions and nothing was too much trouble - a helpful real person was always right there. The price for my item was really good too. Thank you.

Bought a coffee grinder which, I was very surprised to see, was pretty much individually packed and with a lovely thank you email. When I asked a question about the product David even asked me how I got on with it. I actually bought this more than a year ago but was so delighted by it all I wanted to review here. Lovely people!

Ordered a pair of platter plates and had regular calls, emails and updates on exactly what was happening, because it was coming from abroad. I had contact details and info in case it was late. Also instructions for the delivery. You rarely get customer service of this quality anymore. I was really impressed. The plates arrived early and we're all very happy. Definitely recommend and will use again. Thank you!

I don't often write reviews but I wanted to echo the sentiments of the others who have reviewed Innes Gallery. They are a pleasure to shop with. My latest order was delayed several months but they kept me informed and always call you personally to arrange a date to deliver your order. On top of that, they have an amazing selection of beautiful items for the home and really good prices. Top marks all round! Thank you!

What I like about Ivor Innes is that they haven't lost the personal touch.

They always call the day after your order to thank you for your order, then they organise delivery (or they say why it might be delayed).

The key with any of these scandi facing retailers is to identify the products are actually in stock.

Importantly, Innes gets the fundamental principle of customer service: keeping the customer informed throughout. It reduces time wasting phone calls/emails from customers chasing orders and it also makes the customer feel valued.

So, 10/10.

This is the second time I have ordered from this company. I was contacted by phone to confirm the delivery date was suitable and have received an e-mail to ask if I would let them know that I have received the goods in excellent condition. Can't ask for anything more. Thank you.

I recent bought a dining table and some String furniture. The customer service from purchase through to delivery and installation has excellent. The prices are also very competitive.
I cannot recommend them highly enough.

Excellent service. Friendly knowledgeable staff. Clear and timely communication. Helped to rectify minor issue without fuss and very efficiently.
Highly recommend.

Terrific shop First class items at great prices. Ordered a lovely Kahler Item for my wife and am really happy with product and really happy with the service. They called me to arrange delivery and item was sent out via tracked delivery. It was extremely well packaged and will definitely be using the shop again