Name: Only Oak Furniture
Address: Unit 26 Orde Wingate Way, Primrose Hill, Stockton on Tees, North Yorkshire
Rating: 4.52

“After waiting months waiting for a chair and paying for it to be taken into my home I phoned only oak furniture to get it returned because it wasn’t suitable, I was told buy customer service it could only be done if it in the box it came in which I explained was disposed of by their delivery men before coming into my house, they would only take it back if paid over £100 don’t buy from this company”

Helpful Report

Posted 3 years ago

Hi Gina, Sorry about the delay. However covid has increased the delivery times of some items beyond our 10-25 day target. We are working with our suppliers to reduce these delays but the majority are simply caused by shipping delays around the world and is completely out of our control. With regards to the disposal of you box. Only Oak Furniture do not offer this service, nor do any of our contracted delivery teams, if a delivery team has removed the packaging they would only do so with your permission. We have to insist that items are returned in their original packaging to prevent damages when items are returned. It is most important that anyone receiving goods remove them carefully from thee packaging and inspect them. Should you wish to return an item then you must replace the item back in to the undamaged packaging for their safe return. We have this clearly stated in our terms and conditions which you accept at the time of purchase. Regards, Steve Wardle MD

Posted 3 years ago

“We ordered 2 bedside tables and a dressing table in August. It is now October and we still don't have any furniture, despite all being "in stock" on their website. The dressing table they did try and deliver but it was damaged, and despite us chasing for updates we still have no idea when they will try and deliver the bedside tables. If you don't have stock ready to deliver, don't let me buy from you. I wish we hadn't and gone to a company who actually respect their customers.”

Helpful Report

Posted 3 years ago

Hi Allan, I am sad to read this review. I can only apologise for the delivery company who damaged your first dressing table. We will have the new one out to you either late this week or early next. As for the bedside tables given the current issues around shipping we try and keep customers updated as best as possible when suppliers inform us of delays. At the time of your order you were informed that we did not have stock, nor a shipping date. You were happy to proceed at the time. Since then we have informed you as much as possible with regards to your order. While I accept that we should have on the web site in and out of stock items clearly marked, this particular supplier does not have the facility to do this with our site. We are and have made significant progress on showing in and out of stock items on the site since your order with other suppliers and will I am sure, have the same facility with this supplier soon. As you may understand this takes significant resource and willingness from the supplier to complete this task. I have tried to contact you personally to discuss this review and how you would like us best to proceed with the order. Please feel free to contact us direct to discuss the remainder of the order. Steve Wardle MD

Posted 3 years ago

“Sadly we have had a very poor experience with this company. Long wait times (not flagged until after payment), very poor quality furniture (and unusable) when the first 2/5 pieces arrived and a very protracted and inconvenient process to organise the returns. Business model means that OOF do not see the quality of the goods they are selling, nor do they have any control over the incompetant suppliers/delivery company. That said, staff in the office at OOF were excellent, very helpful and dealt with our complaints speedily and to the best of their ability within the confines of what they could control.”

Helpful Report

Posted 3 years ago

Hi Janet, I am sorry the product did not match your expectations, we do sell a lot of the range without complaint. I do say that from time to time there can be the odd item that gets through quality control with a defect and I apologise for this. Normally we would replace faulty items free of charge for you should you allow us to. Our returns process is identical to that of our delivery once we have established there is a fault with an item, asking for photos of a damaged item is only fair to ask when we are going to collect a product for an established a fault. However, I have totally disagree with the comments about our business model. We do see the goods we sell. We are fully aware of the goods we sell and the quality of the goods too. We do not see the goods we send out, because the are packaged well to protect them during transit, I am sure you would agree this is important to protect the furniture. Our control over suppliers and delivery companies is under constant review and we work with all our suppliers to improve product and service. Where we can not achieve a suitable service with a supplier or delivery company, we will remove and have removed them form our site without hesitation. Finally I am pleased our staff did everything they could to help you with you order, I am just sorry for them you fell a 1 Star review justifies their work on you behalf, after all its not just the product the review is about. Kind Regards, Steve Wardle MD

Posted 3 years ago

“The bed squeaks and Only Oak say it’s to do with assembly. I have assembled 3 of these EXACT SAME BEDS in the past w2 months for my new home with no problems. There is also a slat missing from the bed but they haven’t addressed that complaint. Very poor customer service.”

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Posted 3 years ago

“Waited months for my furniture to then receive my items that looked nothing like they did on the website .Photos of the furniture I ordered were white off white at most .. the furniture I received is cream I sent photos and was told that “it states that the items are white/ cream” .... two completely different colours and was told if I wish to send them back that it needs to be in the box and I will need to pay £60 ..”

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Posted 3 years ago

“Can't comment properly but order received without all the necessary pieces.”

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Posted 3 years ago

Hello Rachel We are sorry this has happened. I can see this has been looked into and the correct pieces have been arranged and are being dispatched to you ASAP and should be with you shortly.

Posted 3 years ago

“The customer service was appalling. The furniture was so badly damaged I can’t understand who or why anyone would send it out. The damage was so bad the delivery driver removed it immediately.”

Helpful Report

Posted 3 years ago

Hello Louise We are very sorry that this has been your experience with us. The quality of the goods delivered is not what we have come to expect from this particular supplier. I can see we have refunded you immediately and would like to take this time to sincerely apologize to you.

Posted 3 years ago

“Ordered chest of draws badly bashed about so had to send back it was collected two weeks ago still waiting for refund”

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Posted 3 years ago

“Nightmare from courier service Oakworld use, one box missing on delivery day then a month later finally hot 2nd box, had to phone daily to try and get sorted.”

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Posted 3 years ago

“Custmer service is very poor. I nearly missed my delivery. First they gave two potential quite apart different delivery dates, and at the end delivered on completely different date without bothering to informing me about the final date and time.”

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Posted 3 years ago

“Your online/phone sales team are utterly rubbish, useless in fact. Communication is the breakfast of champions...... but they don't answer e-mails about further purchases. We don't know your sales/communications structure, but they damn well should be able to reply to your 'enquiries' email address.....!!!!”

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Posted 3 years ago

“I cannot believe you asking me to review a product that took five months to arrive. Lovely bookcase but in time it took to come you could have built one yourself.”

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Posted 3 years ago

“Poor customer service and communication- delivery was significantly delayed and I was not given regular updates, it was left to me to follow up.”

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Posted 3 years ago

Hi, I am ever so sorry we have let you down on this occasion. Our industry has seen unprecedented supply chain issues for quite some time. I am extremely sorry that we have not been able to keep you up to date effectively during this time. We will do our very best to learn from this feedback

Posted 3 years ago

“You only delivered half my order”

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Posted 3 years ago

Hi, Laura, I am ever so sorry we have made a mistake with the delivery of your order. I have sent this straight to our complaints team to investigate how this has happened.

Posted 3 years ago

“Not yet received our purchase, despite waiting several months. Have made one phone call to enquire but no satisfactory outcome and no contact from the company since.”

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Posted 3 years ago

Hello Stuart We are sorry you feel this way. I can see there was an issue and that unfortunately the item was lost in transit, however, I can see we have rectified this and another one is on its way and will be with you shortly.

Posted 3 years ago

“Ordered 17th March spent £989 still no product!! I was finally contacted on 7th June to arrange delivery on 9th June only to have another call on the 9th from the delivery company to tell me they have no idea where the product is it had not been received by the in order to deliver it! & I should contact the seller and find out what's happening, which I did and they have no idea what's happening either! I have been messed about so much and I am furious to say the least worst service I have ever experienced”

Helpful Report

Posted 3 years ago

Hello Janice We are very sorry to hear this is the service you have received. This item is delivered directly from our suppliers and it does seem there was some issue. The couriers did, unfortunately, book in delivery before receiving the item. I can see our staff have investigated this for you and the item has now been delivered. We have noted your feedback and this will be looked into.

Posted 3 years ago

“We ordered a sliding roof gazebo, which wasn’t cheap, we had to wait months for delivery. Once we received item there was a part missing, we’ve been waiting 5 days now and nobody seems to care. We really will not be using these again. Bad customer service.”

Helpful Report

Posted 4 years ago

Hi, Thanks for taking the time to leave us some feedback on your experience with us. I am ever so sorry we have not reached our very high standards on this occasion. We do always respond in a very timely manner and can see we were only alerted to your missing part yesterday and had one dispatched today. I hope this will be with you very shortly and can only apologise we were missing a piece. Many thanks

Posted 4 years ago

“Won't order again. Do not recommend at all. I left a one star review as I was not happy with the service delivered although I previously had tried to get in touch with them. After review was posted I was called straight away asking me for the reasons of the bad rating. The guy was questioning me all the time in a very rude speaking. He ended up saying he was going to reply back to my review to make me see (and I quote) "silly". Totally unacceptable. Disguting manners”

Helpful Report

Posted 4 years ago

Hi Sir, We have reviewed your notes and can see you accepted a delayed delivery on the 23/1 following a call made to you to discuss if you wished to continue with the order. We did deliver within the time scale quoted at the time of the call. We also note you declined to book a 2 man delivery service at the time of order to save £19.99. We do have an email from yourself following delivery to complain that you did not receive a 2 man service. We do note you had to assist the drive to move the goods, when not spending £19.99 we presume you are happy to do so if you want the furniture delivering to the room of choice. Not having paid £19.99 to have such a large order is not recommended. That said we have not had any correspondence from you regarding damages, nor have you indicated in your review that any damage was sustained. We do note you have asked for more discount but as we sell items at such a competitive price and the fact no damage was sustained we were unable to see why we would offer any more discount on your order. Regards, Steve Wardle MD

Posted 4 years ago

“Ordered over a month ago and still waiting for delivery not very good so far Still waiting so can not say anything else”

Helpful Report

Posted 4 years ago

Hi Laura, I am sorry your delivery has fallen outside of our 10-20 working day delivery period. I believe you spoke to my colleague on Monday who explained it was missed by DPD when it was meant to be collected. We have asked this delivery is made to you asap and you should have it by the end of the week. Please accept my apologies. I am sure you will love your new piece of furniture when it arrives.

Posted 4 years ago

“Although the product was good quality the service was terrible. Deliverey moved back 3 times and had to constantly calling for updates finally delivered 6 weeks after original delivery date”

Helpful Report

Posted 4 years ago

Hi, Anthony thanks for your feedback it's very much appreciated. We have been facing some difficulties with delays on some of our ranges as of late due to factors out of our control however we will, of course, take on this feedback and should we face an issue like this in the future try and face this more proactively. I am glad you like the furniture and hope it stores your literature for years to come.

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 83%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

Only Oak Furniture Reviews