Chiltern Oak Furniture Reviews

Name: Chiltern Oak Furniture
Address: Chowns Mill Business Park, Station Road, Irthlingborough, Northamptonshire
Rating: 4.58

4.6 Rating 3,131 Reviews

90 %

of reviewers recommend Chiltern Oak Furniture

Company Reviews

Metrics

Info

4.6

Based on 3,131 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	Greater than 87%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Visit Website

Phone:

01733530285

Email:

sales@chilternoakfurniture.co.uk

Location:

Chowns Mill Business Park,
Station Road,
Irthlingborough
Northamptonshire
NN9 5QQ

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Chiltern Oak Furniture 1 star review on 16th May 2024

133

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrrible service ordered online they took my payment for the bed. Called arranged a delivery date. Then on that date called me and said the delivery driver has not put my order on the lorry and I will have to wait another week. Explained my house is upside down as I have emptied the bedroom ready for the new bed I need it ASAP next week is not good enough. Lady who spoke to on the phone said I will call u back and let u know. Had no call back that day left them two voicemails. Next day mid day I had to call them back myself for them to tell me they dnt even have the bed in stock and I would have to wait even longer till next stock arrived !!! So beware they may say they have the item in stock take your money to later tell u they dnt have it in stock and you could be waiting weeks if not months !! Never using these again.”

Helpful Report

Posted 7 years ago

Hello there. I'm really sorry to hear that you've had a disappointing experience with us. It's certainly not up to our usual standards and we'll be making some internal changes to ensure better communication between departments so that this sort of issue doesn't happen again. Unfortunately this was a Clearance item and we didn't have the stock in the Warehouse that our systems suggested we did. This wasn't communicated properly to the relevant people and as a result delivery was still attempted, for this I must apologise as this was a waste of your time. I cannot account for the subsequent unfulfilled promises regarding phone calls, other than to say that it's been an extremely busy period for us as a result of our Black Friday Sale and I can only assume that some human error has occurred. I'm sure we could have arranged for a similar alternative to be delivered to you swiftly however I can see that the order has been cancelled and refunded. I'm very sorry for any inconvenience caused. Kind regards, Chiltern Oak Furniture.

Posted 7 years ago

“Horrendous experience from start to finish. Very poor customer service. Item ordered showed as in stock online, money was taken to then receive an email saying it wouldn't be back in stock for 3 weeks (11/10). As I liked the colour so much I decided to wait. I called a few days after I was told it would be in stock, I was informed they were still chasing the supply and should be delivered the following week. I didn't hear anything so called yet again to be told it wouldn't be in stock until 13/11. Nobody kept me informed and am now left trying to source one elsewhere which I could have done weeks ago. Appalling.”

Helpful Report

Posted 7 years ago

Hi Henrietta. I'm sorry to hear that you haven't had a positive experience with us and we do appreciate your feedback as it helps us to improve our services. The item in question (in fact, the range in general) is extremely popular and on rare occasions an unprecedented amount of sales in a short period can result in over-selling which is what happened in this instance. Subsequently the supplier failed to inform us of a further delay, however we accept full responsibility for this as we should have been chasing the supplier until the order was fulfilled. With regards to money being taken, this is part-and-parcel of online shopping as full payment is taken at the point of sale. I wish you good luck in sourcing the item elsewhere. Kind regards, Chiltern Oak Furniture.

Posted 7 years ago

“Having chosen your company for my husband's 84th birthday gift and ordered this in good time 01.10,17 (I was informed'next day delivery') not only did it not arrive on time - I am still waiting. I have tried to ring your company but I have not received any reply. If this gift does not arrrive in the next two days - I will request a full refund. My husband has dementia- he hasn't remembered it's been his birthday which is a good thing - we can relive it all over again when your product arrives - possibly. Appalling.”

Helpful Report

Posted 7 years ago

Hello there. I'm sorry to see that you have left us the lowest possible feedback. The item was sent to the Courier immediately and should have been delivered on the next working day, however, after looking in to this for you we've discovered that they have lost the parcel and hadn't informed us. My colleagues have advised that they spoke to you on the phone yesterday, however i'd just like to confirm that the item will be sent out again today for delivery tomorrow. Apologies for any inconvenience caused. Kind regards, Chiltern Oak Furniture.

Posted 7 years ago

“Having read nothing but good reviews for Chiltern Oak furniture, I regret to say our experience could not have been further from the advertised 5-star experience. Having ordered a set of bedroom furniture, we had to wait 2 weeks for a suitable delivery slot as they can only deliver during times most people are at work. Things only got worse from there. 2 days before the delivery, we were called to say one of the items was now out of stock. How that can be possible when we have paid for the item and had a confirmed delivery date is beyond me. On the day of our delivery, the delivery crew turned up two and a half hours later than their time slot, at 9.30pm! One of the items, a wardrobe, was not fit for purpose, with a misaligned door and a damaged frame. On speaking with the customer service team, the item was out of stock so we were advised that there would be another two week wait for the wardrobe to be available. We were told by the team that a replacement item could be delivered at the same time as the missing item from the order. Several days later, I received another phone call saying that this would not actually be possible and they could only guarantee one of the missing items to be delivered, and there would be a further two week wait after that until the next item could be sent. As a final straw, today the delivery team turned up to assess the damaged item, but did not have with them the promised missing original wardrobe, and indeed had no idea they were supposed to be delivering anything to us, instead expecting to simply inspect and adjust our damaged furniture. As a result, we have paid £1300 and waited 6 weeks for an incomplete order and are still waiting for two items which wont be in stock for another 2 weeks. We have spoken to a number of friends and family members and have strongly advised they stay away from this company. We have completely lost faith with the ability of the company to resolve this issue, and the numerous unkept promises they have made during this process.”

Helpful Report

Posted 7 years ago

“Absolutely shocking service. Was given time slot. Waited in for my delivery and no one showed up. I am actually still waiting for my delivery!!! Have rang the office numerous times & been told it's on it's way!! I would never ever buy from this site again! Disgusting customer service”

Helpful Report

Posted 7 years ago

“I ordered 1 coffee table and 2 lamp tables.Told I would receive phone call on The Tuesday to inform me of my delivery on the Thursday or Friday.Didn't receive phone call.Rang on Wed Told delivery would be next day when I was T the hospital so I couldn't have them delivered then but would be delivered the following Thursday. On th Thursday was told they had no lamp tables so only coffee table was delivered. You had them the previous week so where we're they?Told they would b delivered the following Thursday then received a call that they would be delivered on the Friday. Eventually I received my full order after having multiple hours from work at my cost.Love the tables but not delivery or customer service”

Helpful Report

Posted 8 years ago

Hello there. First of all thank you for your feedback, feedback be it positive or negative is vital for us as a business in order for us to improve our services and better understand our customers' needs. I must of course apologise for the issues surrounding your order and the inconvenience this has caused you. Sometimes things just don't run as smoothly as they could for a variety of reasons and we accept complete responsibility for that on this occasion. I understand we will be looking to contact you very shortly via telephone to discuss this with you, if we haven't done so already. On a positive note, I am of course delighted that you're happy with your new furniture and sincerely hope that whilst the frustration you feel is (hopefully) temporary, you will derive satisfaction and enjoyment from your new furniture for years to come. Thank you very much for shopping with us. Kind regards, Chiltern Oak Furniture.

Posted 8 years ago

“Having spent over £1,200 with you the delivery service was shocking to say the least, had to argue with the drivers, supply tools for them to put wardrobes together, and good job as they had left the 2 top halves of wardrobes on the van! Final blow unable to put tops of wardrobes on as screws not long enough! Really bad customer service”

Helpful Report

Posted 8 years ago

Hello there. I'm very sorry to hear this, your feedback does not make pleasant reading although it is of course vital to hear what our customers think of us regardless whether it's positive or negative. Your comments about the delivery drivers are deeply concerning and this will be looked into. Thankfully it is extremely rare that we have issues with our drivers although I appreciate that this doesn't mean much to you at this point in time. I sincerely hope that all issues were rectified in a timely manner by our staff and that you can enjoy your new furniture. Kind regards, Chiltern Oak Furniture.

Posted 8 years ago

“Very nice furniture but utterly chaotic customer service. How on earth can a delivery van be sent out without our furniture twice? If you were about to drive half way across the country wouldn't you check if the van was empty, especially having not had the sideboard on the van first time? Huge waste of time and everyone blaming each other. If there had been a 0 stars option I would have selected it.”

Helpful Report

Posted 8 years ago

Hello there, I'm sorry to see that you've left us negative feedback and had a disappointing experience with us. I can advise that the missing item on your order was in fact due to arrive to us from our Supplier before your agreed delivery date, unfortunately there was a delay on the arrival time of your item and our supplier had not informed us of this, I apologise that we were unable to notify you of this delay. However, I can advise your item is due to arrive with us this week and we will be looking to deliver your item this Friday for you - our customer services department will contact you this week to schedule a delivery timeslot. I apologise for the inconvenience caused on your order, I sincerely hope that this has not put you off ordering from us in the future. Kind regards, Chiltern Oak Furniture

Posted 8 years ago

“I ordered a tv unit for my lounge on 17/1/17, It was advertised fast delivery and I got a call to say it would be delivered on the 27th between 10 and 12. I took a holiday from work and waited till 2pm to phone to find out what was happening. An hour later I got a call to tell me the unit was still in the warehouse and it would be another week before it would be delivered, I am so disappointed that I have asked to cancel and will go elsewhere”

Helpful Report

Posted 8 years ago

Hello there. I'm very sorry to hear that you've cancelled the order. We are human and sometimes mistakes happen although we fully appreciate and understand your decision to look elsewhere. Thankfully this isn't a common occurrence and I sincerely hope that it hasn't put you off buying from us in the future. Kind regards, Chiltern Oak Furniture.

Posted 8 years ago

“The item of furniture was ordered on the 15/11/16 and I was pleased to learn that the furniture would be delivered on the 24/11/16 between 5.00 and 7.00 p.m. I received a call at 10.00 a.m. On the 24/11/16 advising the item was no longer in stock and there would be no further replacements. I was offered an alternative but the very reason for ordering the furniture in the first place was due to the dimensions and a larger piece of furniture would not have fitted. Why was there no communication before this time. I wouldn't use this company again”

Helpful Report

Posted 8 years ago

Hello there. As discussed on the phone, I'm very sorry about the experience you've had with this and can assure you that this is not reflective of how we usually operate as a business. Unfortunately we believed we had 1 left in stock (the range is discontinued), and only discovered that that item was not available when we attempted to pick the item the day before delivery. I appreciate that this has inconvenienced you and as a result you were offered superior quality upgrades although I completely understand and appreciate your reasons or declining this. I'm confident that this is an isolated incident and would like to once again apologise for this. Kind regards, Chiltern Oak Furniture.

Posted 8 years ago

“Terrible customer service which is a shame as the product is very nice. After not receiving my goods 10days from placing the order, yet money was taken from my account I had to chase it up, I was told there was a problem with the supplier (yet it still said in stock on the website), I was then assured the bookshelf was being sent via 48hr express delivery that evening. I still didn't receive my order so when I called again I was assured it was going on the Friday. I eventually got it the following Tuesday, 17 days after placing the initial order. Not good enough and has put me off ordering from there again.”

Helpful Report

Posted 8 years ago

Hello there. I'd like to apologise for the experience you've had with us. Your order was placed shortly after our redesigned website was launched and we were overwhelmed with the amount of orders being placed during this period. Under normal circumstances this is not how we'd operate and have subsequently taken on more staff to cope with the increased demand to ensure that this doesn't happen again. I sincerely hope you're happy with the items you've received. Alex. Chiltern Oak Furniture.

Posted 8 years ago

Chiltern Oak Furniture is rated 4.6 based on 3,131 reviews