Onlinereality Reviews 1,908

I received excellent customer service and I’m very pleased with my purchase. Thank you!

Ordered a new chair for my home office at the beginning of the year and was promptly received the following day. Fantastic selection to choose from and had no problem finding exactly what I was looking for. Will certainly use again if I require similar items in future.

Excellent service! Friendly team on the phone to answer my queries before placing my order. Arrived on time and it was excellent quality!

Excellent service, really helpful. Will definitely be using them again in the future.

I spoke to a young lady called sophia, who was so helpful without being pushy. She put me in the write direction and was great service

Used once, service was fine, but now they are spamming me from their multitude of different brands. Online Reality, Office Reality, Cafe Reality, Edu-Quip.

I know it is them as the email address being use was only ever given to onlinereality.co.uk

Placed an order recently for my office refurb and I am over the moon with the result. Quick delivery and great customer service. Thank-you.

Promised a next day delivery 2 days in a row, and still no order. They are a middle company in the supply chain process and don't actually hold the stock directly. They have no idea if the order has even shipped which is extremely poor. They don't even know which courier they use!!!

I ordered a table top and base from Cafe Reality, a division of Online Reality and specifically selected the 'Table Top with Inserted Fixings' option which carried an additional charge. The additional charge was only £3.95 at the time I purchased, but it is now £9.95. The listing for this table top has a video that shows they can supply the table top with inserted M6 fittings and given that the 'Table Top with Inserted Fixings' was the only option provided by the company to request this service, I selected it, as I was not confident to have to drill into the table top myself.

Once the table top was delivered (later than the requested date), It took around a month for me to get to open the package, ready to fit the table, as I was getting my dining room decorated and did not want the top to be damaged whilst the work was ongoing, so wanted to keep it wrapped.

When I did open the package, there were no fittings in the table top. There was a bag of loose screws, which do not count as 'inserted fittings'. I immediately contacted the company to ask what could be done about this and was told they had processed the 'Table Top with Inserted Fixings' request as just being screws and that if I had wanted the inserted fittings, I should have asked for this separately.

Why would I ask for this separately when I clearly already selected the 'inserted fittings' option and paid the extra. I double checked their checkout screen and there wasn't even an option to add a note to request anything else anyway, so how could I have asked for this separately even if I had known to do so?

Their verbatim reply was 'If the customer is wanting inserts, we will have to collect the top back from them to insert as it's a made to order item. There will be a charge for the collection and also the inserts, please let me know how you wish to proceed'.

On 23rd January 2025, I replied, explaining how misleading their listing was and to query what customers are supposed to infer by 'Table Top with inserted fittings' other than the actual threaded inserts that are installed into the table top to make it easier and more secure for the recipient to fit the table top to the base. Especially when that option carries an additional payment (albeit a small one, though it has now more than doubled in price) and is accompanied by a video which clearly shows the M6 inserts that can be supplied in the table top if you chose this option.

Whilst £3.95 might be a small amount to pay for this you might think (it is now more), why would I query this if they have set that price. Given they have all the equipment to hand to insert the fittings, I would not think it an onerous task for them to perform, especially whilst they are in the process of making the table top anyway. If the additional payment option had just said 'screws', if that was all they were going to supply, then at least I would have known what I was getting.

I have not had the courtesy of a reply to my last email. I have given the listing a 2 as the top and base were undamaged and what I requested (minus the inserted fittings) but I am extremely disappointed in their lack of customer service and after sales, with not even an acknowledgement that their listing is lacking.

BUYER BEWARE. If you want inserted fittings, you will need to jump through hoops that are not detailed anywhere on the listing to get them. Do not assume that 'table top with inserted fittings' means that it will arrive with the inserts fitted, because it doesn't, it means loose screws and you are on your own to drill the table top to make sure you fit it correctly to the base. If this isn't misleading, I don't know what is.

I have checked and their listing has not been changed, despite me telling them it is misleading. It simply states 'See video for more information on insert fixings'. The video shows the table top with inserts and tells you it is a metal to metal fixing and so much more secure. It then shows the base being fitted to the table top by screwing into the inserted fittings. Nowhere in the video does it say 'be sure to ask for this separately, as the option you think you are selecting to cover this ('table top with inserted fittings') isn't actually this, it just means a bag of screws and your on your own to fit it'.

I'm exceptionally disappointed at the lack of customer service or any follow up to my email of 23rd January. They've made their sale, now they don't care and it's my problem unless I want to pay for re-collection, pay for the inserts again and redelivery fee. That isn't customer service in my book.

Very impressive table for the price. Communication was good. Delivery was next day after agreeing on new colour. Table that good, we are considering buying matching desks! Thanks

Ordered a product and the did not honour the price displayed on their website. Poor customer experience, if you display a price even if it's incorrect the right thing to do is to honour it. Won't be shopping here for my office again due to this.

We ordered a vinyl chair which is great; good value for money and just as described on the website. The chair was delivered very quickly. Thank you for a great product and service!

Delivery of 4 filing cabinets arrived when expected and the team who delivered were extremely professional. They ensured every bit of mess from the packaging was cleared away, separating it for recycling too. Would recommend this company.

Great communication, great product. Will always be back for our office furniture.

Great service, dividers came swiftly and were easy to fit. we have sued this company in the past and we will definitely use Onlinereality in the future.

Quality furniture and a super company to do deal with. Ordered for my home office at lunch time and it was there the next day at 08:30, driver was great. Definitely recommend.

The table took twice as long (well over a month) to arrive, it came with the wrong assembly instructions, the full order couldn't be fulfilled, and the sales team were slow to reply and unprofessional. Other suppliers have been brilliant, so would not recommend.

Great customer service and assisted me with making the right purchase. Response time and delivery time was quick and the quality of the product was very good.

I needed a new table top. Ordered and delivered quickly. Fantastic quality and great price.