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

“Damaged on delivery & after phone calls & emails to only oak they still haven’t contacted me with confirmation of collection & refund”

Helpful Report

Posted 3 months ago

Dear Jane, Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced with your delivery and the lack of communication regarding your collection and refund. It’s evident that we did not meet your expectations, and we’re truly sorry for any frustration this situation has caused. Your comments are invaluable, and we are currently addressing these issues internally to ensure we improve our processes moving forward. We understand how important timely responses are for our customers, and we appreciate your patience as we work to resolve this. If you would like to discuss your experience further, please don't hesitate to reach out to us directly. We value your feedback and hope to have the chance to restore your trust in our service. Thank you for your understanding.

Posted 2 months ago

“Did not cancel the order when instructed to after stock discrepancy, it took three more calls to get the money returned”

Helpful Report

Posted 3 months ago

Dear Alan, Thank you for sharing your experience with us. We genuinely apologize for the inconvenience you faced regarding the cancellation of your order and the delay in processing your refund. We understand how frustrating this can be, and it’s clear we did not meet your expectations. Your feedback is vital, and we are taking your concerns seriously. We are currently reviewing our processes to ensure that situations like this are addressed more efficiently in the future. If you would like to discuss your experience further, please don’t hesitate to reach out directly. We appreciate your patience and understanding, and we hope to better serve you in the future. Thank you once again for your insights.

Posted 3 months ago

“Terrible service and rude customer care never again”

Helpful Report

Posted 4 months ago

Dear Antonello, Thank you for your feedback. We’re very sorry to hear that you had a negative experience with our customer service. It is never our intention to come across as rude or unhelpful, and we truly regret that we fell short of your expectations. Your comments are important to us, and we will be addressing this matter with our team to ensure that we provide a better experience for our customers in the future. We understand how crucial good service is, and we appreciate you bringing this to our attention. If you would like to discuss your experience further, please reach out to us directly. We value our customers and hope to have the opportunity to improve your perception of us. Thank you for your understanding.

Posted 3 months ago

“I am amazed that they even ask for a review after such awful service!”

Helpful Report

Posted 6 months ago

Dear Michael, Thank you for your feedback, and we’re truly sorry to hear about your experience with our service. We completely understand how frustrating it is to feel let down, and we deeply regret that we didn't meet your expectations. Your concerns are important to us, and we are taking your comments seriously. We’re currently looking into the issues you mentioned to ensure we can improve our service and communication with customers in the future. We appreciate you bringing this to our attention, as it helps us to better understand where we went wrong. Should you wish to discuss this further, we would be more than willing to listen and address your concerns directly. Once again, we sincerely apologize for your experience, and we hope you might consider giving us another chance to provide you with the quality service you deserve. Thank you for your understanding.

Posted 6 months ago

“We was informed that our furniture had 12 weeks delivery time. This was in April 2024. We never received it till in October. No communication at all from the company. We had to keep sending emails for updates 😒 I would definitely not recommend this company because of how long we had to wait and lack of communication.”

Helpful Report

Posted 7 months ago

Dear Isabel, Thank you for sharing your feedback with us, and we sincerely apologize for the long delivery time and lack of communication you experienced. We understand how frustrating it must have been to wait for your furniture without any updates, and this is certainly not the level of service we aim to provide. We take customer concerns seriously, and we are looking into the communication issues you mentioned to ensure we make improvements. We want our customers to feel informed and valued throughout their purchasing experience. It’s disappointing to hear that your experience with us has led to such dissatisfaction, and we appreciate your honest feedback. If there's anything we can do to regain your trust or improve your experience, please let us know. Your satisfaction is important to us, and we hope to resolve this matter for you. Once again, we apologize for the inconvenience caused and appreciate your understanding as we work to improve our services.

Posted 6 months ago

“Furniture was lovely, the delivery team were an absolute disgrace. They were appalling and rude to my daughter on day of delivery. We thought the side gate entrance would be easier for them as it was going straight into the kitchen. They said it wouldn’t fit through and would have to go back without even suggesting to attempting to deliver through front door. My daughter who suffers with FND asked them to try the front door and because they had reloaded the item back on the lorry they wound the window down and said No. She stood in front of the van so that they were unable to pull off and had to re try delivery through the front door. The two men did nothing but swear and curse all the time they were delivering the item. They left it in the lounge and my daughter and I had to move it into the kitchen. Absolutely disgusting behaviour from two men whose job role is ‘delivery men’.”

Helpful Report

Posted 11 months ago

Dear Cheryl, Thank you so much for taking the time to provide us with your feedback regarding your experience with Only Oak Furniture. We greatly appreciate your honesty and openness in sharing your concerns. First and foremost, please accept our sincerest apologies for the unsatisfactory behaviour exhibited by our delivery team. We understand how frustrating and upsetting it must have been for both you and your daughter to be subjected to such appalling and rude behaviour. This is certainly not the level of service we strive to provide, and we deeply regret any distress caused. We have taken immediate action to address this issue with our delivery team and ensure that such behavior is not repeated in the future. We value our customers' feedback tremendously, as it allows us to continually improve our services and rectify any shortcomings. Cheryl, we genuinely want to make things right for you. Please let us know how we can improve your experience and regain your trust. We are open to any suggestions you may have and are committed to providing you with a seamless and pleasant shopping experience with Only Oak Furniture. Once again, we offer our sincerest apologies for any inconvenience caused, and we thank you for bringing this matter to our attention. We look forward to hearing from you and resolving this issue to your satisfaction.

Posted 11 months ago

“Before ordering my bedside cabinet I enquired about the inside dimensions of the drawers. My order was based on the drawers being big enough. Imagine my horror when my things wouldn't fit. The information given was more than a centimetre out ìn all directions. All I got was a £20 discount. Being a trusting person I had destroyed the packaging.if the information given was correct there was no reason to keep it.”

Helpful Report

Posted 1 year ago

Thank you for sharing your feedback with us, and we genuinely apologize for any inconvenience you experienced with your recent order. We understand the importance of accurate information, and we regret any frustration this may have caused. Firstly, we want to express our sincere apologies for the discrepancy in the dimensions provided for the drawers. We understand the significance of accurate details, especially when it comes to selecting furniture that meets your specific needs. We are truly sorry for any inconvenience caused by the oversight, and we appreciate your understanding. Whilst we do our best to provide correct information we do also state that there may sometimes be some slight differences in size and we do also advise that all packaging must be kept until fully satisfied with the items. Once again, we apologize for any frustration caused, and we appreciate your patience and understanding.

Posted 1 year ago

“Upon request to return an unopened item that was no longer required to either have full refund or swap I was told I would be charged £60 !!!!!! Don't Think So !!!!!!!”

Helpful Report

Posted 2 years ago

Hi Erica, We're happy to hear that you were pleased with the pieces of furniture and understand the measurements you took meant you did not need the second item. We do have a returns policy in place to protect both us and the customer with insured collections from our couriers. Sorry if this was not your expectation but we do try to clearly outline this in our returns policy. Thank you, Only Oak Furniture

Posted 2 years ago

“we had a bedroom furniture set delivered it was all damaged probably from being thrown around in the back of a lorry the wardrobe had been damaged and resprayed the paintwork was patchy it was dreadful the drawers from the chest of drawers were broken inside. We asked for a refund but were persuaded to have it replaced so we waited for the second delivery of furniture to arrive took half a day off work and it was cancelled. Took another half a day off work to receive yet another damaged set of furniture, I had enough by this point so we mixed and match the 2 sets to get it up to some sort of standard. The company that delivered the second lot of furniture refused to take the first set of furniture which was all packed up in its orginal packaging in the kitchen and ready to go. I found out later they had told only oak furniture that they refused to take as it was not packaged up!! At this point, we put the furniture outside all covered up and told them to collect it during the week after 5.30 when we are home as we are not taking any more time off work . The furniture is not made out of oak. Never again would I order anything from here and if you're reading this then maybe you should consider it too...”

Helpful Report

Posted 2 years ago

Hello Gavin, Thank you for your review. I am sorry to hear that you experienced damage to your furniture and completely agree that on this occasion it did not go to plan. Although we tried where we could to manage the communication breakdowns we did fall short in the speed of resolving the issue. We have, and will continue to learn from our mistakes working closer with our couriers and suppliers alike and I hope the constant communication we had throughout the issue goes someway to showing you and other customers when things go wrong we do try our best within the limitations we are faced with. I would like to apologise on behalf of Only Oak Furniture and thank you for your honest feedback

Posted 2 years ago

“Both pieces arrived damaged. Had to chase for an update on replacement. Very sarcastic & unprofessional customer service. Replacements not available for at least 6 weeks. Quality of product poor considering price.”

Helpful Report

Posted 2 years ago

Hello Raymond, Thank you for your review. I am sorry to hear that you experienced damage to your furniture and that our customer service was not up to our usually very high standards. We aim to provide the best possible experience for all of our customers and it sounds like we were off the mark on this occasion. I would like to apologise on behalf of Only Oak Furniture and would like to give you some further reassurance that we are working to get your replacements to you as soon as we can. You can always reach us at enquiries@onlyoakfurniture.co.uk in the meantime should you need any further support.

Posted 2 years ago

“Staggeringly poor quality. Apparently this is what they consider as a acceptable after ‘a rigorous series of quality checks before items are despatched’. Not expensive but not cheap either; however, at any price would this would fail a GSCE design project. Apart from the appalling gaps in the ‘joints’, they couldn’t even screw the hooks on square. I can’t recommend anyone who would think this is was ok to despatch.”

Helpful Report

Posted 2 years ago

Hi Jonathan, Thank you for your honest feedback. I'm sorry to hear that you were disappointed with your purchase. We do our best to quality check all of our furniture before it is dispatched but I understand that sometimes things can slip through the net whilst shipping directly from our suppliers. I only wish you had emailed us so we could have tried to rectify the problem when it had arrived. I will feed this back and aks our suppliers to review this range further to see what more we can do to improve. Many thanks for taking the time to review your experience with us

Posted 2 years ago

“The bed was flimsy and cheap, while claiming to be a full wooden frame it's actually more MDF and plywood that wood. Needed to add more screws to make it more sturdy, hopefully it will last if my lad doesn't treat it too harshly....”

Helpful Report

Posted 2 years ago

Hi David, We are sorry you think the bed is not as advertised. We have checked the listing and see we advertise this bed as MDF and Pine. I have sent your review to the supplier to check the assembly of the bed to ensure the instructions are fit for purpose and also to check the quality of the assembly too. Kind Regards, Steve Wardle MD

Posted 2 years ago

“Horrible experience with high gloss white sideboard. The unit weighs 106 kg and only two people come so it is extremely heavy. The first unit arrived damaged and took 90 minutes just to unpack to discover it had had a heavy drop. To repack it was a terrible experience. The second unit pack was so damaged I refused it. The third one has a damaged gloss top but we decided to keep it rather than go through any more hassle. The white gloss dining table we had received was also poor quality and terribly badly finished underneath but again so much hassle to return only to receive another poor example we kept it. The furniture brand is Mark Harris and the QC at the China factory is terrible. Avoid at all costs”

Helpful Report

Posted 3 years ago

Hi Stephen, Thank you for your review. We're sorry to hear that you've had such a poor experience with your furniture and we appreciate the time you've taken to share your feedback. We chose our suppliers carefully making sure they take quality control very seriously. We always aim to deliver products which meet our high standards, so it's disappointing to hear that this hasn't been the case for you. If you'd like to discuss this further, please don't hesitate to get in touch with our customer service team. They'll be more than happy to help resolve any issues you have.

Posted 3 years ago

“One item of furniture was damaged upon delivery. They would not offer a replacement, only offer to send someone to fix it - 12 weeks after delivery! Very disappointing.”

Helpful Report

Posted 3 years ago

Cara, I am sorry you feel you have not had the best of experiences with us on this occasion, however you may have misunderstood our communications regarding a replacement unit. In the first instance, due to the timings of swapping out the piece we have offered to send out a specialist to assess the unit and try to resolve it. If they are not able to we have offered to send you a replacement and swap the filing cabinet for you so I am not sure if this has been explained correctly. From what I understand your concern is more about the timing of this appointment being a few weeks away and although I completely understand how frustrating this may be it is quicker than waiting on a replacement due to current stock and delivery issues. I do hope we can get this resolved for you in the coming weeks Many thanks

Posted 3 years ago

“Avoid!! Delivered to wrong address yet wouldn’t refund £20 postage. Two 80 year old ladies had to move heavy item. Customer service useless & said we hadn’t told them the delivery address needed assistance. It didn’t! It was the wrong address! Incompetent & unaccountable. Avoid at all costs if you value good service. Worst case of customer service I’ve had the misfortune to encounter.”

Helpful Report

Posted 3 years ago

Hi Clare, Thanks for purchasing the small 2 seat York Bistro set. I do apologise for the delivery issue. The DPD delivery driver incorrectly read the number on the address and delivered to number 1 and not 9. These mistakes do happen with delivery drives on occasion and whilst frustrating we do normally resolve the issues for you when they occur. Had this been our own company drivers this would not have happened. Our drivers do require signatures for delivery that match the name on the delivery note. Regarding the £20 Delivery, this is a surcharge delivery fee for your postcode in Wales and is non-refundable. All garden furniture is doorstep delivery only and is not available for a room of choice fee, hence we can not refund you for something you did not pay for. Kind Regards, Steve Wardle

Posted 3 years ago

“WE ordered a Wembley garden table. Your web site said clearly that it was fully assembled. When it arrived it was in two large flat packs. Much too large for an elderly couple to handle. We refused delivery, informed you and are still awaiting a refund. So not a good experience at all pjg98448@gmail.com”

Helpful Report

Posted 3 years ago

Hello Patrick, Thank you for your review. I'm sorry to hear that you were disappointed with your purchase. Our furniture is delivered in two large flat packs as this is the most efficient way to get the furniture to our customers. We apologize if this was not made clear on our website. We are currently processing your refund now the table has arrived back in our warehouse. Sincerely, Only Oak Furniture

Posted 3 years ago

“Poor communication with delivery. Staff unwilling to assist by waiting for me to examine the item. I gotta go mate. Poor attitude and service”

Helpful Report

Posted 3 years ago

Hi David, I am sorry you were disappointed with the contracted delivery company. You chose free doorstep delivery which is a 1 man service as described, doorstep delivery. Delivery drivers will not wait for goods to be inspected, just like any other delivery company Argos, DPD, Amazon, and the like. They all have delivery schedules to stick to. As this is a free service, you can understand we need our contractor to deliver as many items as possible in order to offer the service we provide you. I hope you like the shoe cupboard and trust the rest of our service regarding the standard of goods, timely delivery and communication were of an acceptable standard. Regards, Steve Wardle MD

Posted 3 years ago

“Haven’t received the item yet!”

Helpful Report

Posted 3 years ago

Hi Anthony, Thank you so much for your revised review. Following a small delivery issue, the team worked to resolve it quickly and efficiently. Nice to see you were a fully satisfied customer in the end. Steve Wardle MD

Posted 3 years ago

“Awful customer service. Very keen to take your order but do not respond to any complaints.”

Helpful Report

Posted 3 years ago

Tim, I am sorry this is taking longer than both of us would like to resolve. We are working with both the supplier and the factory and I promise we will resolve the issue. As a small family firm, we will not let you down on this. Steve Wardle MD

Posted 3 years ago

“I'm not satisfied, I'm still waiting for my order”

Helpful Report

Posted 3 years ago

Hi, Anna can you contact us please on enquiries@onlyoakfurniture.co.uk as I believe your order was delivered some time ago. Thanks!

Posted 3 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