Unto This Last Reviews 17

Used them in the past, waited 12 weeks, saw today a notice in the window that they are now in liquidation

Please read before purchasing.

Expect the following:

-Non existent customer service.

- Do not expect your order to be ready in less than 3 months.

- Don't try calling as it'll just go to answer phone.

- Google reviews are never answered.

- Emails are never personal, only automated.

- Expect each delay to be due to a different excuse - Ukraine, supply chain, COVID, understaffed, staff accident seem to be the topics at the moment.

- Expect an email the week you expect to collect your item stating that they will inform you if you item has been made. It's like a russian roulette as to whether you can commit to obtaining the item you have no doubt paid hundreds of pounds for months in advance.

All In all, the products are wonderful, but the business doesn't care about their customers in the slightest.

I ordered a dining table at end of August. Although initially I received a couple of emails to say delivery would be delayed, I received no further communication until an automated email, with 20mins warning saying product would be delivered that evening… needless to say it wasn’t. This was 8 weeks after placing order. 2 emails I sent asking for update, went unanswered.
I went into Brick lane store on Sunday, and spoke to wonderful Tom, who was able to tell me my table was almost ready, and would personally oversee its completion & it would be delivered that week. Fortunately it was, & I am delighted with it. But if it had not been for Tom, I don’t think it would have been delivered when it was.
However the communication from this company is poor… please communicate with your customers about delays.. especially when we have paid for product in advance . Basic rule of customer service …. Managing expectations!
1 star for customer service
4 stars for product
Please invest time in sorting out your customer service & communication processes

Unbelievably bad communication - like everyone else on here - no answer to emails, delayed delivery (still haven't delivered product even though I ordered it in August), no answer on phone. Have been in twice, both times they've lied and told me it's going to be delivered the next day, haven't received it the next day or any explanation as to why. No response when I ask for a refund. Infuriating service. And infuriating to feel this angry over a piece of furniture. Would never order from them again.

Ordered a desk back in July. Due to be delivered early September. Now I just get automated emails each week saying it will be delivered next week. Next week never comes!! No one answers the phone or responds to emails. Absolute disgrace. They’ve taken payment and are not producing the goods!! I want a refund!!

Gave one star as I can’t give no stars. I agree with the majority of reviewers here. Fabulous product appalling customer service.
It seems to me that constantly those at the production level are taking time off to deal with stressed customers as management don’t seem to care about service.
A number of poor excuses thrown my way and deadlines unmet. Visits to the Bricklane shop to be feed excuses and given promises which weren’t kept…I think the owner knew that they weren’t possible at the time.
The whole experience was handled in a shabby underhand manner which left me stressed and upset. Good grief they’re only tables after all!
Told there was a shortage of wood but then they were redesigning the product!! You should get what you paid for THEN redesign. But I’d have been understanding IF I’d been kept informed and consulted this never happened.
Positives are few but the workers such as Tom and Kolfi who got back to me and made the effort to try and find out what was going on stand out. Tom thanks for taking responsibility and personally getting the job done! I’m sorry you had to be the one to get it in the ear. I had to travel from South London to Brick Lane last Sunday after being told the tables were ready for collection only to find them on your beach unfinished. The fact you hadn’t been told I’d been promised them just shows that staff aren’t being kept in the loop either.
To finish (could rant on for ever) the portrait of Ruskin and the links to his philosophy? Rubbish if you treat people in this way and leave staff to deal with customers and show no empathy and care.
Sort it out or you’ll be another example of a great business going bust in the next few months.

I bought a shelving units with back panels from them. I placed the order 30 May 2022, they confirmed the delivery date for Thursday 21 July, waiting time seven and half weeks. On the day, they did not delivered the back panels. I had booked my holidays the day after so i would not miss the delivery. They tried to re-arrange the delivery when I was still on holidays and we set it for 8th September. I called them, spoke to somebody that confirmed they would delivered. Nobody contacted me to confirm they were coming. Called them back, left voice mails, sent several emails, and nobody has replied me back or let me know what is happening. Now I call the number and all I get is an automated response saying to call later, you cannot even leave a message. It is a disgrace, they took the money and they are not professionals. Their customer services is really bad. I just want the parts that are supposed to be ready and paid for. I have not been able to assemble the units because of them. I feel in limbo. I do not recommend at all. I love the company ethos, but they are not professionals.

Like most others who have reviewed this company, I've found the customer service to be pretty appalling. I've known the company a long time and have several of their pieces. They have now taken on way more orders than they can fulfil, which is irritating to begin with, but I would be able to tolerate it somewhat if they would at least communicate with me.

I have taken today off work so that I'd be home for a scheduled delivery of a table and two bar stools (order 13903). Despite emailing yesterday to ask for an estimated time, and after calling several times today, I have yet to make contact with anyone from the business and, going from previous experience, I doubt I will.
Their products are amazing, but please, please, please invest in some customer facing manpower to cope with the rising demand.

I completely agree with the comment below and have experienced exactly the same problems. I ordered and then cancelled the order with them over three years ago (pre covid and Ukraine war) and experienced exactly the same delivery and bad communication issues. I cancelled my order on that occasion and will probably do the same this time- if I could get hold of someone on their contact numbeer or get a response on email.

Most companies take the payment prior to delivering the item but Unto this last takes it straight away, which makes their bad costumer service even more insulting in my opinion.

Such a shame as I love their products, hence ordering again in spite of previous terrible experience.

The product is great, however, they need to improve their production timelines and customer service as on two separate occasions they’ve not met the deadlines they’ve set for themselves, which has massively inconvenienced me! They didn’t even apologise!! They’re now using the Ukrainian situation as an excuse, however, an item I ordered prior to this was also delayed. Being honest about when the product would be available would have allowed me to make a more informed decision about how I’m spending my money as I would have made a purchase elsewhere!!! However, I’ve now had to buy some temporary chairs to replace the ones they should have sent in May, which have been delayed by a month!!! Really bad as I’d already been waiting 6 weeks!!! And what’s even worse is them ignoring my emails - no one will respond to my emails - so rude and arrogant! Even small studios need to show respect to their customers!!!!

Email Communication:
Subject: Re: Update on your order with Unto This Last #WEB13569

Can you confirm my order will be ready on 12th June as I’m going to arrange for a courier to collect?

Also, no one responded to my message in the link email, which again is very disappointing as it does not appear as though you care about your customers - even though this is the second time this year that I’ve purchased from you and then been inconvenienced by delays, which also applies to an item ordered prior to the Ukrainian situation! Not good enough at on all fronts!

On 11 May 2022, at 03:30

Thank you for the email, however, this is massively inconveniencing me as I had an event planned at home, which I will now have to buy temporary chairs for - am I going to be compensated in anyway as it’s too late for me to cancel my order now as I’ve been waiting so long?

A similar thing happened with a table I purchased from you, so I’m not happy! I appreciate you're a small studio, however, you need to appreciate that we are a family of 4 who have been sitting on uncomfortable boxes since January following a house move!

Thank you for your time.
Andrea

On 10 May 2022, at 13:22, Unto This Last wrote:

Dear Andrea,

We have to inform you that the war in Ukraine is not only affecting gas prices but has also completely disrupted the worldwide production, distribution and supply of birch plywood.

All companies are affected, but for a small, local furniture workshop like us, we simply cannot get our hands on the plywood that we have used for the last 20 years.

We have been busy looking at alternative sources for the last couple of weeks, but this means we need to postpone your order until 12 Jun 2022.

We will email you and keep you updated as soon as we know more about the situation.

Thank you for your patience and understanding.

Best wishes,
Unto This Last.

Non-existent customer service.
Emailed the other day regarding a replacement part and got no response, then realised when searching my email for 'untothislast' (to see if I'd overlooked their reply) that it's actually the 5th email I've sent them across a number of years (re this part, and also to try to order something else) and they've not replied to a single one.

Shockingly poor customer service.

Not answering phone calls or emails for weeks. Not communicating delays and missing delivery slots with no follow up apologies.

I had spoken to the owner Oliver previously who talked about their ‘brilliant’ system and product but sadly has not spent a dime on customer sevice.

I called the other branch after weeks of trying and he said they dont have customer service at all.

Have been left paying for furniture which have not arrived and have not managed to speak to anyone.

Would not recommend anyone to use them if you expect a smallest level of service.

It i almost unbelievable how bad the customer service of this company is.
I had to ring hundreds of time in order to get someone to pick up the phone.
I placed an order and was told that it would be 5 weeks, fine no problem. That day came without any information or communication, ringing the office, got no response and emails were not answered.
the next day I got through to someone who said it was delayed for a week. This then happened for a further 4 weeks. Each time I have to ring all their numbers at least 4 times over a period of two days before I manage to get anyone to answer a phone or an email. It is unbelievable how badly this business is run. Each time the phone seems to be answered by someone else who has no record of previous conversations. I have still not received anything and at this point am just going to cancel my order.

We ordered the step shelf quite a while ago and although the production and delivery was delayed, we absolutely love the shelf unit. Innovative design, really easy to assemble and very strong. Couldn't;t be more pleased. Beats flatpack and the awful mdf that is the mainstay of large stores hands down

Still very pleased with our furniture from Unto This Last. We've had it a while now. Love the company ethos around local and sustainability. Furniture is innovative and so easy to assemble. Visitors always comment admiringly on the design. Delivered to timescales promised despite covid challenges. No packaging and careful delivery - well organised and so polite! PS we have lots of shelves and a 2.4m angle lino table - the lino gets lots of wear from our large family and looks as new .

Ordered a folding candle holder, not ready after a month (!) despite being promised, no message to say why, no response to two emails. Nice stuff, shocking service. Be careful. Still no candle holder. No explanation. No doubt they are busy in their workshop. But I'm busy too and I've paid for my stuff.

I ordered an Angle Table with Lino top and matching bench. They were ready exactly when I was told to expect them despite lockdown occurring in the interim. As I was unable to travel to pick them up, yet they needed the warehouse space, they kindly offered to split the cost of a courier to my door. Goods arrived in perfect condition and are beautifully put together.