I am very happy with the way Rackhams dealt with the issue of my purchase. There were some missing parts on the parasol base (Outsunny parasol base holder, 43kg water or 60kg sand filled) I ordered.... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Great product, competitive price and service from Rackhams. We ordered the Fimous 11 Seater Outdoor Rattan Fire Pit Dining Set with 3 Sofas, 2 Footstools - Dark Grey and we love it. Looks amazing in... See more
Company replied
Ordered A New Rattan Furniture Set - Smooth transaction, excellent communication, fast delivery. Once delivered, my husband assembled it only to realise that one of the seating parts was slightly tw... See more
Company replied
We found the Cosatto highchair that we wanted at a very reasonable price on this website. The transaction was very straightforward as was the delivery which happened within a couple of days of orderin... See more
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Company details
Written by the company
Rackhams is a British online department store bringing together hundreds of trusted brands and sellers across fashion, beauty, home and garden, electricals, food, and more. A revival of one of Britain's best-known retail names, relaunched as an independent digital store in 2024, with over 150,000 curated products and free UK delivery on every order.
Contact info
Unit 2 First Avenue,, B76 1BA, Birmingham, United Kingdom
- rackhams.com
4.6
Excellent
1k reviews
Replied to 98% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
What made my experience great was the…
What made my experience great was the lady on the phone who kept me up to date with delivery times and said it was no trouble for the delivery guys to bring my 3+2 reclining sofas to the first floor. I have to say these are very heavy and did they deserve a drink after that. The 3+2 was better than expected as I didn't know the 3 seater was operated by electric for the reclining side of it plus with the added bonus of USB ports on both sides of the sofa and then to top it off it came with blue LED lights from underneath which did make me laugh. Overall my experience was brilliant and we are very happy with our purchase.
27 April 2026
Unprompted review
Reply from Rackhams
Hello Darren,
Thank you for your wonderful feedback.
We are really pleased to hear the communication from our team helped make the delivery experience such a positive one, and we will be sure to pass your kind comments on.
It is also fantastic to hear the sofas exceeded your expectations, with a few extra features you were not expecting along the way. Most importantly, we are delighted to know you are so happy with your purchase.
Thank you again for taking the time to share such detailed feedback.
Kind regards
Rackhams Customer Care Team
Simple to order and quick delivery
Simple to order and quick delivery . The item I bought was great value
7 April 2026
Unprompted review
Reply from Rackhams
Hello Suzanne,
Thank you for your lovely feedback.
We are really pleased to hear the ordering process was simple, delivery was quick, and that you found great value in your purchase.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Timely and efficient delivery
Timely and efficient delivery, shoes ordered as described and in perfect condition.
6 April 2026
Unprompted review
Reply from Rackhams
Hello,
Thank you for your feedback.
We are pleased to hear your shoes arrived on time, exactly as described, and in perfect condition.
Thank you for taking the time to share your experience. We really appreciate it.
Kind regards
Rackhams Customer Care Team
Great all round experience
Item in stock, same price as other sites but more straightforward, easy process, arrived on time and kept up to date with delivery information. Very good all round 😄
11 May 2026
Unprompted review
Reply from Rackhams
Hello Eileen,
Thank you for your wonderful feedback.
We are really pleased to hear everything from ordering through to delivery was straightforward and that you were kept updated along the way. It is great to know your overall experience was such a positive one.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Order arrived quickly and in excellent…
Order arrived quickly and in excellent condition. Teo items were missing but that was rectified very quickly.
18 April 2026
Unprompted review
Reply from Rackhams
Hello Kelly,
Thank you for your feedback.
We are pleased to hear your order arrived quickly and in excellent condition. While we are sorry a couple of items were initially missing, it is great to know the issue was resolved quickly by the team.
Thank you for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Reply from Rackhams
Hello Richard,
Thank you for your feedback.
We are really pleased to hear you were happy with the product and the fast delivery.
Thank you for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Good ordering process and delivery - poor product
Good ordering process and delivery. Product a huge disappointment . Very cheap mattress that wouldn't have sold at the apparent full price, not even a bargain when on offer.
21 April 2026
Unprompted review
Reply from Rackhams
Hello Mrs Roberts,
Thank you for your feedback.
We are pleased to hear the ordering process and delivery experience went smoothly, although we are sorry to hear the mattress did not meet your expectations.
Comfort and firmness can be quite personal, and we appreciate that what suits one customer may not suit another. We are sorry this product did not deliver the level of comfort or perceived value you were hoping for.
We appreciate you taking the time to share your honest feedback, as it helps both ourselves and our partners continue to improve.
Kind regards
Rackhams Customer Care Team
Fast delivery great communication from…
Fast delivery great communication from Rackhams item is perfect. I actually bought it for a friend an she loves it
13 April 2026
Unprompted review
Reply from Rackhams
Hello Andrea,
Thank you for your lovely feedback.
We are really pleased to hear you were happy with the fast delivery and communication, and even more so that your friend loves the gift.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
No Response!
I sent an enquiry about paying with Klarna. This option is displayed on the website but didn't appear as an option at checkout. I never got a response. Do I detect a touch of snobbery towards people who want or need to pay in instalments?
Update 10/05/26: Further to my comments above, I have now received a reply and my query has been answered. I have adjusted the star rating accordingly.
6 May 2026
Unprompted review
Reply from Rackhams
Hello Helen,
Thank you for updating your review.
We are sorry your initial enquiry was not responded to as quickly as it should have been, and we completely understand the frustration this caused.
We are pleased we were able to come back to you, answer your query, and provide some clarity around the payment options available at checkout.
Thank you for updating your review following our response, and for giving us the opportunity to put things right.
Kind regards
Rackhams Customer Care Team
The ordering process was easy for this great product at a very competitive price
The ordering process was easy. My Royal Mail delivery was very good and on time. The protective packaging for this great product was excellent and there was no damage in transit. Also the price was very competitive.
1 April 2026
Unprompted review
Reply from Rackhams
Hello David,
Thank you for your wonderful feedback.
We are really pleased to hear you found the ordering process easy and that your delivery arrived on time. It is also great to know the product was well packaged and arrived safely, and that you felt the pricing offered great value.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
The stone was smaller than I expected
The stone was smaller than I expected, it looked bigger when advertised
16 April 2026
Unprompted review
Reply from Rackhams
Hello Jim,
Thank you for your feedback.
We are sorry to hear the stone was smaller than you had expected. Product photography, viewing angles, and screen sizes can sometimes affect how dimensions are perceived online, which is why we always aim to include measurements within our product listings to help customers make an informed choice.
We appreciate you taking the time to share your experience, as feedback like this helps us continue improving our product presentation.
Kind regards
Rackhams Customer Care Team
Rackhams Left Me Stuck Between Seller and Courier
Extremely disappointing experience ordering through Rackhams.
I purchased an item through Cheaper Online via the Rackhams website in good faith, only to end up dealing with a missing parcel that was marked as “collected” despite the fact that I never collected it and never authorised anyone else to do so.
What has made the situation even worse is how exhausting and stressful the process has been to resolve. I’ve had to repeatedly chase updates, resend information, provide screenshots, asked to complete formal declaration paperwork, and deal with unnecessary back-and-forth over a parcel I NEVER received.
As the retailer/platform, I expected far better support and accountability instead of being left stuck between the seller and courier while the issue drags on. The whole experience has completely destroyed my confidence in ordering through Rackhams again.
Looking through reviews afterwards, I honestly wish I had researched both Rackhams and Cheaper Online properly before purchasing, as there seem to be many customers reporting similar negative experiences.
I am now considering pursuing a chargeback through my card provider due to the way this situation has been handled.
I will never order through Rackhams again after this experience.
1 May 2026
Unprompted review
Reply from Rackhams
Hello Farzaneh,
Thank you for your feedback, we are very sorry for the frustration this situation has caused.
We completely understand how concerning and stressful it is when a parcel is marked as collected when you have not received it.
When a delivery is disputed in this way, both ourselves and the courier are required to follow a formal investigation process before a claim can be approved. This can involve gathering evidence, confirming delivery details, and in some cases asking for a signed declaration. While we appreciate this can feel frustrating, these steps are in place to protect all parties and to ensure claims involving missing parcels are handled correctly.
Please be assured that at no stage were you being passed between parties. Our team has been actively working with both the fulfilment partner and courier behind the scenes to investigate what has happened and reach the correct resolution.
We are sorry the process has felt longer and more stressful than it should, but we do take cases like this seriously and remain committed to getting the matter resolved fairly.
Kind regards
Rackhams Customer Care Team
Good Value Tree / Shrub Lopper
Was really pleased to find a reasonably priced telescopic lopper / pruner. Ordering and payment process was easy, and the delivery was super quick. I’ve used the lopper to prune back some Ivy that had gone a little out of control, not tried it on anything with thicker stems or branches, but was suitable for my needs at a great price
14 April 2026
Unprompted review
Reply from Rackhams
Hello Sooz,
Thank you for your wonderful feedback.
We are really pleased to hear you found the telescopic lopper at a great price and that the ordering process and delivery were both smooth and quick.
It is also great to know it has already helped bring that ivy back under control and is working well for your needs.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Reply from Rackhams
Hello Kirsty,
Thank you for your lovely feedback.
We are really pleased to hear you are happy with the boots and that the colour and quality met your expectations.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Great communication,excellent
Great communication, delivery excellent, product well wrapped and protection was excellent, great price, only issue been outside week notices brown rust started on legs which isn't right
17 April 2026
Unprompted review
Reply from Rackhams
Hello Angela,
Thank you for your feedback.
We are really pleased to hear you were happy with the communication, delivery, packaging, and price.
We are sorry to hear about the issue with rust appearing on the legs after being outside. That is not something you would expect so soon, and we would like to look into this further for you. Please do reach out to our customer service team if you have not already, and we will be happy to assist in resolving this.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Found the slippers I wanted !
Found the slippers I wanted at a very good price. Easy checkout and quick delivery.
13 April 2026
Unprompted review
Reply from Rackhams
Hello,
Thank you for your great feedback.
We are really pleased to hear you found exactly what you were looking for at a good price. It is great to know the checkout process was easy and delivery was quick.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Reply from Rackhams
Hello Aron,
Thank you for your feedback.
We are really pleased to hear you found a great price and were happy with the free delivery.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Reply from Rackhams
Hello David,
Thank you for your great feedback.
We are really pleased to hear you were happy with the fast delivery and the product. It is great to know you would use us again.
Thank you for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Very pleased with the trousers
Very pleased with the trousers - I wear them most days
now. They are perfect for gardening
29 April 2026
Unprompted review
Reply from Rackhams
Hello Simon,
Thank you for your feedback.
We are really pleased to hear you are happy with the trousers and that they have become a go to for your gardening. It is great to know they are working so well for you.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
Excellent
Quick speedy delivery and a really lovely product at a great price
20 March 2026
Unprompted review
Reply from Rackhams
Hello Pam,
Thank you for your lovely feedback.
We are really pleased to hear you were happy with the quick delivery and that you love the product. It is great to know you also found it at a good price.
Thank you again for taking the time to share your experience.
Kind regards
Rackhams Customer Care Team
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