Pine Oak Furniture - www.pine-oakfurniture.co.uk

I purchased and paid for a bespoke bookcase from Pine&Oak but on delivery, which was long overdue from timescale given, there was an element which was not satisfactory. On writing two letters to Manager at Headquarters and receiving no response, I telephoned (Manager not available so left message for him to call me back) - again no response. A courtesy call would have been nice but no contact made with me whatsoever. It appears that once Pine&Oak receive payment from a customer, they no longer wish to accept any responsibility for anything customer not happy with so you are ignored. There is no after-sales services for a dissatisfied customer.

To any customer reading this review. Save your money and run. AVOID Oak furniture Land.

After spending over £4000 to kit out our house we regret ever buying from them.

These are the problems we have had:

A split in the dining room table. They sent someone out to fix it and did a bodge job at repairing it.

Double bed - Middle support leg would not fit. Took them 7 months and about 9 different legs and still it would not fit. In the end they sent someone out and he ended up cutting bits out of the leg so it would fit.

King sizes bed - The sides expanded so the slats would just fall through. They replaced the bed and then that bed did exactly the same (this was after they said they put the bed together and checked it before it went out for delivery, which was a complete lie). We then had yet another replacement but decided to have the same design as the double bed we purchased (as we were fed up with the two beds they sent us with the same issue). When we received the new bed they had changed the design without telling us.

Mattress - We have now gone through two mattresses. The circular bobbles that keep the bed together came apart, five of them in total on the first mattress and now three have gone on the second

Chest of draws - We purchased two matching chest of draws and have now had three replacements because of woodworm, yes woodworm and yes three times. We are now having one refunded but they will not refund the other, which means we will have to but another chest of draws from another company which will not match.

Customer service has been appalling and if anyone say to me ‘we understand’ one more time ahhhhh. We have had no compensation for all the issues, stress and time wasted sitting in waiting for a delivery or for the amount of emails and photos I have had to send. The only thing they will do is refund the faulty item or replace it which they are happy to do.

We will NEVER purchase anything every again from Oakfurniture Land and would advise anyone who is looking to buy some solid wood furniture to go elsewhere.

I too have been waiting months for nearly £900 refund as the furniture I ordered just never turned up so I cancelled the order. Any phone call is treated with brush off remarks such as, "I will ask another person to deal with that", or from this person herself, "I've passed that to our accounts department to arrange a refund." I was told that the company had been sold at one point yet the same people seem to be there. I am now taking action through the trading standards as well as the credit card company and hope the pressure and adverse publicity will persuade the owner to return my much needed and hard earned funds. I have do legal insurance and shall contemplate instructing lawyers if nothing changes. This is a shock as I had previously bought various items from them for myself as well as for one or more of my children.

I have had terrible trouble with this company after one item from my order of three items was unsatisfactory so I returned it for a refund. That was last December. It's now July and I'm still trying to get my money back! They don't reply to emails but I have talked over the phone many times. They always pretend to be surprised that it hasn't gone through yet and say they will find out what's happening from their accounts department but never get back to me. Then they changed their email address and name to Furniture4You and claimed that they had destroyed all their old orders and emails so couldn't confirm what I paid. All I had unfortunately was an order acknowledgement email from them with a total price not itemised one (a good lesson for me to always get a proper itemised list). They apparently couldn't find out what price I paid for that one item! I did an online search and found the price myself and sent them the screenshot of it. They then wouldn't answer the phone from my number so I used my wife's mobile and they answered straight away, ridiculously claiming that they were having terrible troubles with their phones. I've now sent an official complaint under the Sale of Goods Act 1979. Let's see what happens now...

The other two items of the order were good quality and we are happy with them although delivery was very slow and pickup of the return item also very slow.

I ordered some furniture at the end of October

told 4-5 weeks

so far nothing

they don't answer the phone, the only email response has been terse and non commital.

they haven't delivered, I'm very very frustrated I'm hoping that by posting here they may respond otherwise I'll see if I can get my money back via the credit card company or small claims court. If you are reading this the company at the purchase reference number is PINEOAK53239929 A call would be welcome as I still would like the furniture.

I have bought alot from this company! As a Mum working fulltime I have no option for many house purchases but to go on line. However,John Lewis cannot cover everything! I came across Pine-Oak furniture about four years ago and decided to give it a go.

My first purchase I always remember as I wanted a cabinet made with one of those invisible magnetic locks to stop my four boys getting at all the DVDs. The team at Pine-oak were so helpful and accomodating and it arrived and I have been very happy with it! Since then I have bought a blanket box made to my exact specification and colour to fit an akward space, a chest of drawers, a book case again made up to my exact specifications ( I am fussy!) and a wardrobe.( I have recommended them to my sister who bought wardrobes-worthy of mention here that her husband is a carpenter and he said that they were the best quality flat packed wardrobes he had ever seen)and a friend who also bought wardrobes made up to her specification.

I must state here that I also bought the huge oak dining table and 8 chairs and I did have a problem with a chair but I sent a photo and it was replaced within two weeks.

The feeling I have is that they are a small closely run business who do their best in both quality of goods and service. I want to write this piece because they have been excellent over the years, and having just received the wardrobe I am very happy with, I thought I really must give praise where due as so often I am quick to complain like many others (often with cause I hasten to add!) but should take the time to actually also give recognition which is deserved by this company.

**DO NOT USE THIS COMPANY**

Payment was taken straight away – no confirmation given. Expected delivery was 4-6 weeks.... we waited 6 weeks and chased numerous times to see when goods would be received.... finally got a response... was told about 4 weeks from now.... waited AGAIN... still no correspondence from Pine Oak Furniture.... had trouble getting hold of anyone and when promised a call back it never happened. 10 weeks since order and chased again to be told it MIGHT be another 4 weeks but they couldn’t be sure. ORDER CANCELLED after 12 weeks... asked for refund for goods (was told 5 working days) this was not received... had to chase them again after 10 working days to be told there was error and they’d try again!

WHEN A COMPLAINT WAS MADE WE WERE TOLD... CUSTOMERS WHO ‘STUCK WITH US’ RECEIVED VOUCHERS BUT AS YOU DIDN’T WE CAN GIVE YOU NOTHING.

I am extremely fussy! So, having had the most horrendous experience wuth other companies online, decided I had to go and visit this company in Hertford. They have a small shop in Ware. I was so impressed, not just with their very well-made furniture but with them as a company--extremely nice people who do their best for their customers. Yes, I recommend them to anyone who wants quality with competitive prices. Quality is everything! You can be assured that you will get what you pay for with good customer service. I even asked if they would supply me with extra handles for my built-in wardrobe so they would match and its no problem!

Just SO nice when you can find a company you can trust! When you can relax and have NO worries! :)

I'm happy, my Oak furniture and Victorian bedroom furniture is Fabulous!

:)