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

“Nest of tables arrived with no treatment/varnish finish on top unlike the coffee table which I purchased a few months ago. The table is now coming apart and the screws underneath have not been inserted flush so they stick out which will cause injury to your hands. I expected more from this price point.”

Helpful Report

Posted 3 years ago

Hi Robert. We wouldn't expect you to keep a substandard item and would be happy to replace this for you. Please contact us on sales@chilternoakfurniture.co.uk and we'll get the ball rolling on that, with or without packaging. Kind regards, Chiltern Oak Furniture.

Posted 3 years ago

“I have placed multiple orders on Chiltern over the last month. This really review relates to the last order for a bed, mattress and sideboard. Delivery was arranged for Friday just before the bank holiday. I have 5 guests staying over. I really, really needed this bed and mattress to accommodate my guests. The bed and sideboard arrived - no mattress. Apparently it couldn’t fit on the truck. I phoned and complained. It took 5 hours for them to get back to me to tell me the mattress would be delivered on Saturday by DPD. We waited all day - no mattress. So a second night on the sofa. To say that I am disappointed is an understatement. I will review my other orders and quality of the furniture when my mattress has finally arrived. Your inability to resolve problems has caused me a lot of embarrassment and inconvenience. What are you going to do to sort this out?”

Helpful Report

Posted 3 years ago

Hello there. I'm very sorry to hear that you have encountered some issues shopping with us on this occasion and this has caused you considerable inconvenience. The Mattress was dispatched as advised, but unfortunately a clerical error our end meant that it didn't go on the agreed next day service. This was a human error, for which we can only apologise. I understand that my colleague Emily has contacted you and offered a resolution, which hopefully is satisfactory for you. Apologies again, hopefully you haven't been put off shopping with us again in the future as you are a valued, repeat customer. Kind regards, Chiltern Oak Furniture.

Posted 3 years ago

“QUALITY OF WOOD AND NESTED TABLES SUCK AND CUSTOMER SERVICES IS USELESS TABLES FALL TO BITS AND REVEAL MDF! VENEERS POOR POOR POOR QUALITY! CUSTOMER SERVICES DONT CARE IF FALLING TO BITS AND WILL NOT OFFER REFUND OR REPAIR!”

Helpful Report

Posted 3 years ago

“Ordered 4 bedroom items, 3 came damaged on delivery - i decided to keep them until they could be exchanged as i needed to use the bed and they were already unpacked and in when i inspected. Replacement delivery shows up today and wrong bed, missing chest of drawers and no touch up paint as i was promised. Delivery guys says this happens all the time, the people who load the vans dont care. Would avoid.”

Helpful Report

Posted 3 years ago

“I have had the worst experience with chiltern oak. I would not recommend the company to anyone nor will I be ordering from them again. To begin with I ordered an ‘in stock’ table which took 4 weeks to arrive. The first delivery attempted to be delivered at 5:45am on a Wednesday morning. Because of this ridiculous delivery slot I missed the table, I organised a re-delivery which finally arrived two weeks later. From ordering the ‘in stock’ table were not at 6 weeks delivery time. As I go to assemble the table myself and my partner realise there a huge cracks in the wood and the pieces of wood haven’t been fixed together properly. We had to cut the wood and buy wood glue to enable one piece joining piece to fit within the other. Screws were also missing. This table was also an extending table and in transit all the ball baring had fallen out making the table unusable. I processed the return straight away, I sent pictures as requested and it was agreed the table would be picked up as soon as possible. A delivery date was booked 2.5 weeks after the return was processed. I work in production so unfortunately couldn’t be in for the scheduled delivery time. I rang up four days in advance to let chiltern oak know. The customer service team hasn’t let the courier service team know that this pick up had been schedule so at 10am two guys were banging on my door waiting to collect the table- neighbourhoods had to send them away. We are now a week into me trying to get a different pick up time. I have called twice- spoken to two different customer service managers and we’re still no further forward. I’m appalled at how unorganised an inefficient their process and lead times are. From buying the table to when it is likely to be picked up we’re looking at 9-10 weeks! I just hope it doesn’t take 2.5 months to get my money back. Never again”

Helpful Report

Posted 3 years ago

Hi Sally. I'm really sorry to hear that you've had a negative experience shopping with us and clearly the quality of the item you've received isn't as you would expect. Checking back through our records, it seems as though we attempted to deliver the item 9 working days after the order was placed, but this delivery failed. A request was then made by you for a delivery date on W/C 19th July which we were able to facilitate (on 20th). There has then been some issues with arranging the collection which were absolutely our fault and we must hold our hands up to that, however when a collection was scheduled, the Drivers were turned away as you were using the Table. Another Collection has now been scheduled. I've listened to some calls and it doesn't appear that you have spoken to any Managers here although they would be happy to speak to you if you have any questions at this point or would like to speak to them. Apologies again for any inconveniences caused. Kind regards, Chiltern Oak Furniture.

Posted 3 years ago

“Customer services very poor. Delivery date was not provided so we had no idea when the 2 triple Hampshire wardrobes would arrive and we weren’t prepared when they arrived quite unexpectedly. Also had problem when trying to assemble since, due to a misalignment of wood stay by 2mm, the floor would not, and could not, slide in to place. When mentioned to customer service that the wardrobe could not be built and required a replacement side panel they offered no resolution advising that no exchange was possible. I might also add that the wardrobe was described as requiring “some assembly” but it arrived as a flat-pack with 30x bolts and 19x screws and had to be assembled fully. Not a problem in itself except when, due to poor manufacture, you can’t assemble it without serious re-work.”

Helpful Report

Posted 3 years ago

“Only recently opened the delivery of sideboard, due to redecorating. We found one of the doors wouldn't close properly. The shelves were tough to touch. It wasn't a solid oak top.It was an engineered top. We were very disappointed with it as thought it was poorly finished and not worth the money.”

Helpful Report

Posted 3 years ago

“Daylight robbery. Advertised a grey (light grey) cabinet. Delivered a green grey darker cabinet. When we suggested we didn’t want it, they want it to be in its original packaging. Amazingly to open a huge piece of furniture you have to uncover the packaging. Absolute trap to mis-sell their furniture then claim it’s not in it original packaging. Appalling and I won’t let them get away with it. FHIO has been contacted.”

Helpful Report

Posted 3 years ago

Hello there. I'm sorry to hear that you haven't had a positive experience with us. We do our best to ensure the images representing our products are as accurate as possible, but they are shot with ideal lighting and colours may appear different when placed in certain areas of the room. Whilst I understand your frustrations regarding the packaging, this is a part of our returns policy which is referenced on both the individual product pages and the Returns Policy section of the website, and in our opinion it is possible to open this item without destroying the outer packaging. We are able to accept returns without packaging, but it must be suitably packaged by you in a way that ensures it doesn't get damaged in transit on its return to us. This is a standard returns procedure for online businesses, following legal guidelines. Kind regards, Chiltern Oak Furniture.

Posted 3 years ago

“Dressing Table not fit for purpose. Paint has started coming of the dressing table. I showed customer service a photo of my perfume on my dressing table as a example of what is on my dressing table. Customer service have said I should not put toiletries or perfume on the dressing table which is ridiculous. Trading standards have said Under the Consumer Right Act 2015 goods should be of satisfactory quality which the dressing table is not. Customer service just keep saying the perfume has taken the paint off. As a family we have spent £2000 in the last year with Chiltern Oak Furniture and there customer service is disgraceful. Please do not buy anything from this company.”

Helpful Report

Posted 3 years ago

Hi Lisa. I'm sorry to hear that you haven't had a positive experience shopping with us. As has been discussed, we have refused this return because the item has been damaged by you, as you have acknowledged. Under these circumstances as a business we are not duty bound to collect and replace the item, and doing so would set a dangerous precedent should other items on your order be damaged in the future whilst they are in your possession. The issue present on your dressing table wouldn't have been caused by simply resting a perfume bottle on the surface. It will have been caused by perfume dripping on to the surface and being allowed to seep in to the wood for a period of time, possibly with something pressing down on it like the lid or the bottle. It looks like the lid in this instance. Given the acidic nature of perfume, I would expect the same reaction on oak, pine, leather, fabric or any painted wood. In our opinion this is not an issue of the item not being fit for purpose, rather not being treated with care. With that being said, we will not be collecting this item and I apologise for any disappointment this will undoubtedly cause. Kind regards, Chiltern Oak Furniture.

Posted 3 years ago

“I will NEVER use this 'family friendly' supplier again. I paid for a Banbury chest of drawers which arrived very badly damaged with a shattered top left hand corner with splinters sticking out. I complained and this was replaced today but I was told it would be delivered at 6.20 am and that I had absolutely no choice about it even though I explained I'm 74, in poor health and that time in the morning is terrible for me (or probably for most people). The staff were obdurate and inflexible though superficially polite. When I said I would never have bought from them had I known that it would be delivered at 6.20 am, the girl said 'you should have asked'!!! It never entered my head that anyone would think it was ok to deliver a paid for item at that time and not offer the customer any choice whatsoever, so of course I didn't ask. One thinks of 'unknown unknowns'.... I was told I could wait for the following week but it could be the same time anyway and there was no way the courier could alter anything so as to deliver to me at the end of the route (9.00 am) rather than the start. I was told they would put it back to 7.00 am and lo and behold this morning they arrived at 6.20 am. This is unheard of customer treatment to me and I am still shocked that I had absolutely no choice. Everyone I told (young and old has reacted with 'whaaaat'! 6.20 am. It's very inconsiderate treatment and since Chiltern Oak choose their courier, I consider the responsibility lies with them.”

Helpful Report

Posted 3 years ago

“I have been wanting to order 4 pieces of furniture and was told 2 pieces were not coming in till July, i have just rang and the lady assistant who wasn't very helpful finally said that they would probably be in in about 10 to 12 weeks. I would appreciate it if someone who knows what is available could ring me otherwise i will have to purchase them elsewhere as i cannot wait another 12 weeks. Thank you.”

Helpful Report

Posted 3 years ago

“I had booked to have the White Glove Service to put up my 2 wardrobes as I am disabled and have severe mobility problems. When the Wardrobes arrived the men were only delivery and could not erect them. On checking my account I noticed that the £50 White glove fee had been repaid but I had not been informed of this. Extremely disappointing that there was no communication in any way as I would have delayed the delivery until the service was available. I have no idea when I can get the wardrobes put up and the inconvenience is really not acceptable. Very poor communication from the company. Could do better! Can anyone help? Do you have people who can put wardrobes up?”

Helpful Report

Posted 3 years ago

Hi Jon. I'm really sorry about this. As explained on the phone to you just now, it's a mix-up our end. The White Glove telephone payment was mistaken for an overpayment and automatically refunded to you. We will arrange a service call for you at the soonest possible opportunity and ensure the Wardrobes are unboxed and built for you. Someone will be in touch with you about this once we have a confirmed date for this to take place. Kind regards, Chiltern Oak Furniture.

Posted 3 years ago

“Previous 2 items bought were excellent, this latest is no where as good, very disappointing.”

Helpful Report

Posted 3 years ago

“Shocking service. Waited for weeks for delivery of several items of furniture to be told this afternoon that they could not 'locate' some items and would I mind waiting until July! Refund requested.”

Helpful Report

Posted 3 years ago

“I received my Valentino Industrial Oak TV unit this morning only to find that half of the bits were missing. I received 3 bolts, 3 washers and 3 lock washers, however I was meant to receive 12 of each as per instruction sheet. I then discovered that 3 of the 4 feet for the TV unit were cracked and in no state to support the furniture. I called customer service who said it would take at least a week for the missing parts to come and if I wanted a full refund I would have to send pictures to their email to evidence the damage- yet to hear back despite being told they would look into it straight away. In addition to this, the two delivery men walked straight into my house (without uttering a word) with no face masks or any PPE whatsoever which is highly unprofessional and irresponsible given the coronavirus pandemic. Really disappointed. I would have expected high quality furniture and service given how their prices compare to other retailers. I would advise anyone to shop elsewhere.”

Helpful Report

Posted 3 years ago

“Extremely disappointed in this company. I ordered a dressing table chair and mirror in November, money was taken out of my bank and it did not arrive within the specified time. Upon getting in contact with the company, I was repeatedly told there was delay and it would arrive the next month then the next month and so forth. It is now the end of March and I am still without a dressing table chair and mirror. I cannot go elsewhere as I have the dressing table and require the items to match.”

Helpful Report

Posted 3 years ago

“The service from start to finish was really poor. The item was sent to the wrong address, so there was a delay in receiving the item. When it was eventually delivered it was broken, after speaking to Chiltern they sent a replacement and arranged collection of the damaged item. We were left waiting in twice for collection and DPD failed to collect!!! I sent numerous emails! Needless to say we will not be ordering from them again!!”

Helpful Report

Posted 3 years ago

“cancelled order over 2 weeks ago as they only make a 'door step' delivery, too heavy for us to move indoors. still waiting for my refund, when I ordered they took full payment immediately!”

Helpful Report

Posted 3 years ago

Hello there. I'm sorry to see that you have left us the lowest possible feedback. I can see that the order was cancelled on 10th March (7 days ago). The refund was processed the next day on 11th March. You've paid via SagePay and funds can take 3-5 working days to reach your account, something we're not in control of. Today is the 5th working day, so I would hope that the funds will be with you today at the latest. If they're not, please do let us know. Kind regards, Chiltern Oak Furniture.

Posted 3 years ago

“Most of the furniture arrived damage,I phoned and was told to email . . I sent an email to you but nearly 24hours later no reply. Also I did inform the delivery people to knock the door before unloading . .yes he knock the door with a box already . .we needed to direct the delivery person to the rear of the property. As we ordered a extra large tv stand you would have thought there would have been 2 people delivering the goods, lucky my husband was home as all the delivery guy could say was I can’t carry it myself . .what would have happened if he was not at home?..?”

Helpful Report

Posted 4 years ago

“my Second order with this firm. (Display cabinets then larder uniti) Both orders when they arrived the furniture was damaged in the box! Boxes had obvious holes in them. They clearly have very poor delivery service people who pay no regard to the contents (or your home) . Or they send out damaged furniture. On the second delivery they also damaged my outside light which is a security light. they just shrugged their shoulders in response!”

Helpful Report

Posted 4 years ago

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