Oak Furniture House Reviews 

My order never arrived. Two follow-up messages through the website (promising a reply in 2 days) were ignored. Two further emails were ignored. No response was ever provided, no explanation for the delayed/non-delivery of the item. In the end I had to raise a dispute through AMEX.

Absolutely shocked! No delivery, no communication, this feels like a scam. I paid for the dining table, but never know where the table is and when I can get it. The customer service doesn't exist at all, they never answer your phone or reply to your emails. The only option left is to report to Trading Standards.

Ordering was easy arrrived when said well packaged . Great price free delivery whole experience was good from start to finish. Matthew answered any queries I had promptly

Ordered a set of drawers and paid in full on the 18th September. No communication since. Sent an email to Customer Services a week ago with no response. Called today to speak with someone but unable to as a message said to leave your query, order number and phone number and they will call back - no response. No complaints system. Extremely disappointed.
Furniture arrived on 7th November after receiving an email apologising for the delay. Happy with the product.

Ordered 4 new solid oak dinning chairs on 12/10/23. Delivery supposed to be in 10 days still not arrived. I rang the company no one answered, left a voice message no one returned the call. Sent them an email to check the status got no reply. I can not not wait any longer so please do the refund ASAP so that I could place an order with any other company. I am getting visitors in 2 weeks and can't expect them to have their meals on the floor.

*If you don't have stock please remove the advert and don't hold customer's money and waste time

*If you don't have admin staffs to support clients queries within reasonable time. You will loose customers like me. The phone number and email on your site is just a show means nothing to customers.

* I don't understand why delivery takes such a long time. Hope the furniture does not come from other part of the Universe.

I can see some lucky customers on the review page and some unlucky ones like me. ( I should have read the feedback before placing the order but it is my fault ) Atleast in future customers who read will not do the same mistake that I did ordering from you wasting time and money.

PLEASE DO THE REFUND ASAP AND PLEASE DON'T TELL THE REFUND WILL TAKE 20 WORKING DAYS. NOT HAPPY AT ALL WITH YOUR SERVICE !

I was a little anxious reading some poor reviews, but they seem to be isolated. I ordered some bedside tables and a dressing table set and it’s all arrived quickly and looks amazing!

Delivery guys were great too, and they called 30 minutes before arriving to let me know they were on the way.

Ordered as furniture showing as in stock, delivery within 10-20 days. It is now a month in and still no delivery. First email, stated another five days which came and went. Second call informed another one to two weeks and still waiting for despatch email. Looks like I will need to cancel order. Only wish I had noted reviews on here before ordering.

I can happily recommend Oak Furniture House, both on price and service. We’d seen chests of drawers we liked on the high street but sadly we knew we could get them cheaper on line. After a thorough search we found OFH were by far the cheapest. (I did an image search, since all retailers give the same furniture different names, just to make searching difficult. )

We ordered 2 chests and they were delivered successfully 2 weeks later. Delivery seemed cheap considering the distance the van had come.

On unpacking them we found 2 of our handles were broken. I contacted OFH, by phone to report the issue and loaded pictures via the website. Replacement handles arrived a few days later.

Very happy all round.

Customer service were very helpful after I ordered via another site and didn’t get a confirmation. Once oak furniture house handled it, I had good support and swift actioned delivery! Lovely people!

Initially the level of communication had been poor but recently Matthew Taylor has been considerably more active to help push our order along. I would encourage the team to be more proactive messaging customers so that expectations can be managed. However, the units arrived earlier today - great quality. Thanks to Matthew for stepping in and resolving the issues.

Ordered online with no problems, updated regularly by the company and very pleased with prompt delivery and quality of product. Would definitely use this company again.

I placed an order online 26/8/23 paying in full for Bentley Ellipse large sideboard. It said on line the item was in stock, 5weeks later still had no delivery date, customer service for updates not good at all, I have tried numerous times to ring left contact number but no replies. Managed once to speak to Amber she told me there was a slight delay on deliveries. 2weeks have passed still no contact regarding delivery. Could someone please inform me what is happening.

16/10/23
We have had delivery today of our sideboard we ordered, which is really lovely. I would like to thank Matthew for his help over the last 4wks, I do stand by my comment that there is very little communication by telephone however all ended happily.Thanks again Matthew.

Must admit, having placed my order I then read the negative reviews and panicked. I telephoned Amber who assured me that my order was OK and sent an email immediately to confirm delivery is 10-20 working days and so would therefore be week commencing 18th September. I was perfectly OK waiting for my item and hoped I wouldn't have any problems getting it. I was kept up to date by both email and text message to confirm my delivery date of 20th September. The evening before delivery, as promised I was sent a text message giving me a 3 hour time slot. The item turned up on time in a pristine van, undamaged. The packaging was excellent. My floor standing headboard came in a really strong box with the facing side completely protected by a huge sheet of polystyrene and there was also a large sachet of crystals inside the package in case of moisture. I was impressed by the attention to detail and care taken. Headboard is really good quality, sturdy, heavy and not a mark on it anywhere. Thank you Oak Furniture House for your honesty, delivering when promised ( I didn't mind the quoted delivery times) and the excellent quality of my headboard. I will definitely use you again.

Lovely furniture at good prices - initially saw this on a larger retailers site then shopped around for best value. Took slightly longer to deliver than had expected but great quality when arrived.

Ordered a coffee table in August, it arrived and looks great. The quality is one of the best I have seen considering it is an online purchase. Would happily purchase from Oak Furniture again.

After some chase and the involvement of the Operations Assistant, Matthew Taylor, who helped a lot, we received our nova titan pergola which is looking great. From the point the item left the warehouse the delivery was very quick, delivery staff were very helpful and accommodating. Special thank you to Matthew Taylor for sorting out the issues

I bought my 9 seater garden furniture and covers from Oak furniture House, very impressed with service, I had a small problem but it was sorted out quickly,very pleased with the furniture really comfortable, I would definitely recommend Oak furniture House to family and friends.

Eleven weeks and two emails and this was after I chased them, communication chain listed below. Now £1400 out of pocket and have now had to resort to raising the issue with my card issuer. AVOID AT ALL COSTS

The response for the delay is listed below, however what is infuriating is the web site says the item is in stock and delivery is within 2 weeks, I just wish I'd have gone to a more reputable supplier, yes it would have cost be £50 more but I suspect I would have received the goods by now.

Their response.

Response No1
Good Afternoon,

Thank you for your contact regarding your order with us. As advised, Nova are having warehousing issues and as these begin to ease we are working hard on booking emergency collections with them for orders. However, so are all retailers that work with our supplier, meaning we are having to fight for our slots and for our customers. We are doing this with as much as pressure as we possibly can.

We thank you for your patience and aim to provide an update to all of our Nova customers by Thursday next week. Matthew and Amber have been working hard with our senior management team to confirm, and they will be in touch directly to confirm with you. Even if the situation continues, and we do not have a date, we will be in touch to confirm where we are.

Kind Regards,
Oxford Furniture Company
Home of Oak Furniture House, Fusion Furniture Store and Garden Furniture House

Response No 2

Good Morning Paul,

Thank you for your email.

I do apologise for the delays we have been experiencing and the service you have received.

I can confirm that your order has been cancelled and your refund passed to the accounts team for processing, the funds will be received back to your account within the next 7-10 working days.

Thank you for your time and again I am very sorry for your experience. If you have any queries please do let me know.

Sincerely,
Amber Brooks

Customer Operations Assistant

It is now 11 days since I received their last communication confirming the order is cancelled and a full refund would be processed, unfortunately that has not been the case, I have not received any refund and am currently well over a thousand pound out of pocket.

This has now left me no option other than to raise this issue with my card issuer which I have dually done (Transcript below)

Hello

Thank you for contacting us regarding your dispute with Oak Furniture House. Your reference number for this case is ************
When will I receive an update on my case?
You should expect a response from our investigation team within 10 working days. Should we need further information to support your case we will contact you by email. Please ensure you check your junk mailbox.
Retailer Credit?
We advise monitoring your account as the retailer may issue their own refund as a result of our investigation. If this were to happen we will reverse any temporary credit(s) within 14 days without notice.
Need any further help?
If you would like to get in touch please contact the number on the back of your card, Monday-Friday 8am-6pm. If you have a virtual card, you can find the contact number in the statement section of the mobile app.
Kind Regards

Retailer Disputes Team
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On a personal note and from own experience with Oak Furniture House, I would seriously not recommend using this company for purchases.

We placed an order for a corner sofa unit. There were other companies offering the same and for a similar price, however Oak Furniture House promised a quicker delivery time. So we went with them.

That was at the beginning of June. It is now the beginning of August and we are still unclear as to when we are getting this set. I have phoned 3 times within a 7 day period and been assured each time that someone would phone back within 48 hours... No call. I have also been emailing their customer services department without avail. This has been over 2 weeks.

I even wrote to them informing them that I will be putting a negative Trustpilot review up and they still haven't contacted me.

I should have read the other reviews before going ahead with this order.

STAY CLEAR.

****UPDATE - Oct 18th****

I have reviewed my initial 1 star rating to a 3 star. Reasons: Our garden set eventually did turn up. The communication did improve. Also we were compensated for the late delivery and bad service.

This purchase caused so much stress, when it was all unavoidable.

I placed an order for £3000 worth of garden furniture. The purchase confirmation states dates of possible delivery slots depending on what brand you have ordered.
My delivery window was 10-20 working days. Day 18 I had still not heard so I phoned the company and spoke to April who seemed to be completely clueless on where my delivery was, after 20 minutes she said she would phone me back.
The following day I received an email from April that part of the furniture was out of stock as they had miscalculated on what they have in. April said as a goodwill gesture I was being offered a replacement for the missing furniture, but it was a different colour and would not match the other furniture, I declined there offer and cancelled my order.
April agreed that I could cancel my order and I would receive my full refund back into my account with 3-7 working days. I am now at day 7 and I have not received confirmation or a credit back into my account. April is not responding to any of my emails and to date there are now 3 asking where my refund is and she is also not taking my phone calls.
Therefore I would not recommend this company at all