Oak Furnitureland

After two full days looking at all of the furniture stores in the area and two separate visits to this store our abiding memory was the awful ‘Customer journey’ the Oak Furnitureland staff are forced to push on their customers.They are trained to follow a very set protocol for any customer coming in to the showroom.This is no bad thing, ensuring that customers are attended to but this felt more like a dystopian society where you are forced to follow their rules in some weird controlling ritual.At first we were polite and asked to be left to look quietly on our own, but this was greeted with ‘we have a policy to follow with our customers ‘ ! I guess it’s irrespective of wether the customer wants it or not. We had to get quite blunt in the end which left us feeling uncomfortable.Their Head Office need to do some re work on this ‘policy’ and train their staff to tune in to each customer better allowing them to feel comfortable in shopping there.The furniture is great quality, good prices, great choice but I would be terrified of going back there again because of the experience we had.

Found what we wanted online.....came to look at it.......bought it........guy who served us was helpful and friendly.

Showroom is easy to look around. Staff are helpful and back off if you say to just want to look around by yourself. The quality of the furniture is really good. Very solid. Even the parts that don't show are solid and sanded and waxed. Easy to put together, good quality fasteners. My bed had some glue marks on the footboard and I contacted customer services and they were really helpful and got a replacement board in a week. Very impressed. They should try to reduce their packaging though as it completely filled my bin with polystyrene.

We bought a sofa in August, pay extra for delivery and assembly. They damaged the sofa during the delivery, two months later we are still waiting to be fixed. We went to the shop, the only answer was not our problem call customer service.

Not a honest merchant.We bought 4 items at the shop including sofa, dining table, bed frame and wardrobe in middle October 2023.On the day of delivery, the first 2 items are fine. Quality of the products is very good. However, the bed frame came wrong and they promised to change the right one 5 days later. It is acceptable.Regarding the wardrobe, the delivery man said it cannot be put upstairs due to the narrow staircases. Therefore, we went to the shop considered to change another one. We met the salesman last time we bought those furniture and told him the issue of the wardrobe. He introduced to us “the best bet” was another series as the wardrobe was come in pieces which can be assembled in the room. After take a look on the new wardrobe and we decided to change it on the spot. Then, the salesman help us to make a phone call to the customer service hotline and briefed to his colleague our issue. Then, he passed the phone to us and let us talked to the operator directly.After we confirmed all the things with the operator, the operator said it needed £50 fee for the changing under their company’s policy. The operator said it clearly stated on the invoice that customer should ensure there is adequate doorway and stair access. If item has to be returned after dispatch and the customer will be subject to return fees (the invoice did stated this term after we checked it on the spot and it costed £100 for our item).Though we really neglected this term, we thought it was totally not reasonable that the company charged this fee provided that the salesman was suspected to do bad sales tactic:1. From the beginning to the end, the salesman never mentioned or alerted us regarding the possibility of inaccessible of the products. Even today he did not tell us there is charge on the return fees.2. Being a customer, we did not know the wardrobe is come in pieces or in several parts for assemble. The salesman should have knowledge on the product but he never asked us to aware about the accessibility. Even today he just told us “the best bet” which I think it was totally unprofessional.Based on the above, we decided to give the return fee. I do not recommend this shop to everyone.

Yes, this could of been a picture of our brand new 10-12 seater oak dining table and chairs, ordered early January. Oak Furnitureland emailed us on Saturday 5th March to confirm delivery for Monday 7th March, as agreed at time of purchase. Sunday we removed old table to make room for the new delivery. Received email early morning 7th March to contact Oak Furnitureland URGENTLY as there was a problem with part of the order. We rang them URGENTLY ( as requested) and spent several hours on the phone, No answer, tried to raise an online enquiry on their website, no good it directed us back to the customer service line, yes the one they don’t answer. Tried to ring again on Tuesday and today - no answer. I rang their Sales line this was answered almost immediately but they can’t help with after sales!!! So, here we are, no new table and chairs, no way of speaking to anyone, and now having to resort to using our caravan table! Why is it our responsibility to contact them when the delivery they were responsible for did not happen? Why can’t I speak to someone to find out what is happening? Absolutely appalling customer service! Now at the point that I want a full refund. I have no faith in this Company! Thankfully, we did not also buy the three piece we were also looking at or we would now be sat on the floor!!! I have written to their head office with a letter of complaint butI won’t hold my breath in the hope of a quick response. So be aware their after sales service is atrocious. Now to battle to try and retrieve our money as they have broken their contract with us.

Placed an order In store 12 weeks ago for a new sofa, I rang the store last week to make sure it was in stock before I confirmed the existing sofa removal & for the painter & floor layer.They told me yes, all in stock and waiting to be delivered. After the sofas were taken to the tip yesterday for the painter & Floor layer to crack on with an open space, I had a text to say the sofa is now discontinued and they will be able to deliver something else in march 2024.Customer service from the store (Andre) I believe was so poor with the attitude of “what do you want me to do about it” which really does bring you back to reality in the world we now live in, oak furniture land have messed up but the customer has to call around every man & his dog to sort out!Awful and I will never use again.

Spoke to Alistair.Amazing advice given could not fault.Very professional. Just wish others around the Cribbs site would be like Alistair. The whole experience was fantastic.Thankyou Alistair for given back my faith in people.

Nice service by the staff. No pressure to order when I said I wanted the evening to think about it. I did buy the next day over the phone.

Placed an order in October. Some of the furniture had not arrived by March. Called to ask what was going on and at that point they investigated to tell me part of the order had been discontinued. Asked to choose an alternative item. Went to the shop to pick and was met by a manager that didn't seem inclined to help. Informed me that they couldn't swap another item into the contract contradicting the information given on the phone. The quality of the furniture I did recieve is good and the delivery teams were very helpful and empathetic. Wouldn't order anything again though due to the poor aftercare and customer service on the phone.