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

“Received my chest of drawers which was significantly damaged and then had great difficulty speaking to anyone in customer services, I telephoned and left a message, I emailed, I contacted them via Messenger which incidentally they have now blocked me from and then telephoned again before actually speaking to anyone. Finally when I did speak to someone I was told it would be up to 10 days before the item would be collected and even longer to receive a refund. I advised that I would be posting my experience on social media which I did on their Facebook page visitor posts but my post miraculously disappeared and now I have been blocked for leaving factual details of my experience. I also emailed the CEO of Chiltern Oak but as you’d expect with this level of service my email has been ignored. Chiltern Oak say they do not have ‘reviews’ on their Facebook page but there were comments from people who were happy with their purchase so clearly just the comments about poor quality/service that are not allowed. There are many good reviews for the company but just to be aware if you do have a problem the customer service is poor as quite a number of customers have found looking at recent reviews on TrustPilot. It is now almost a week since I spoke with Chiltern Oak and I am still waiting for confirmation of a date when the item will be collected”

Helpful Report

Posted 4 years ago

Hi Tracy. I'm sorry to see that again you have left another negative review for us. I appreciate that the 10-day wait for collection is frustrating, however this is in-line with our delivery lead-time and collections/replacements are effectively the same service. As you already know from our reply to your other negative reviews, your issue was dealt with less than 2 hours from the first point of contact, which seems very reasonable to me. I think the main issue here is that the item arrived damaged which seems to be the basis for your reviews. This is regrettable, but isn't something that we do deliberately and happens from time-to-time. I don't believe the service you have received thereafter has been below our usual standards, and I'm not sure what negative reviews you're referring to on Trustpilot as 96% of over 700 Trustpilot reviews are positive. To reiterate again; we don't have reviews on our social media pages. Customer comments are permitted but there are no reviews. We don't have a CEO, so I'm unsure who you have emailed. Kindest regards, Chiltern Oak Furniture

Posted 4 years ago

“Not happy . Little pot holes over white top. Only bought 3 months ago”

Helpful Report

Posted 4 years ago

“Poor communication, noone returns calls. I had a damaged piece of furniture turn up, not one but twice. I would not recommend this company to any one. The drive turned up 40 minutes early no phone call I was in the shower. Had to wait a week for them to pick up the first damaged item The only plus the delivery people were very friendly and helpful.”

Helpful Report

Posted 5 years ago

“To be honest I like the furniture but having had a few items the quality control is poor at best. I received a nest of tables that was so badly damaged the leg was secured to the table with tape. Obviously this was a mistake at the warehouse and the Chiltern team quickly ordered a replacement. I have to say the delivery teams I have had are really good and hard working. I then ordered two wardrobes almost £1,000 and there were marks at the back and internally. There were some light scuffs at the front. Chiltern solution was to send me a small pot about 1/5 full of touch up paint. The paint sorted the front and as you can't see the back or internally it was less of an issue. But these are, for me, expensive items and I expected better. Most recently I ordered a small sideboard. The damage on it is terrible there are massive cracks and and a dent on the oak top. Event the handles are missing! I had raised this issue by email and voicemail and got nothing for 3 days. Then I got an email saying they would try to source a replacement. I replied with a compliant and detailed all the issues and I have heard nothing since. So I am stuck with broken sideboard and a massive cardboard box which I need to keep should I ever get a response. The items I have are really nice and we are happy with them but quality control and after customer service is poor to say the least.”

Helpful Report

Posted 5 years ago

“Not what I was expecting with this company. My wife ordered 3 items and 2 have issues, ranging from damage to different coloured draws. Quality control is clearly an issue. Why include a telephone number should you have issues that isn't monitored?? Terrible.”

Helpful Report

Posted 5 years ago

“I would never shop with this company ever!!!!! Everyone should avoid at all costs!!! I placed an order and the day came for delivery and luckily the delivery men were running an hour early. When I started unpacking the product I found masses of damage I rung the company to ask for the delivery men to come back and collect it, which fortunately they did begrudgingly. I was then told a replacement will be sent out the following week, I had to chase to found a rough tome to then find out a replacement hasn’t been ordered. 30mins later i receive a call to say they can do it. I asked for it to be checked over properly before it got here. I have again received a call day before delivery to be told the table isn’t in good enough condition I asked for it to be swapped and they have resold the damaged one. I now have to wait up to 5days for a refund. They don’t care about the stress they’ve caused, they don’t respond to emails. The table I ordered had 5lots I’d damage on it with chuncks of wood out of it. How they can resell that I have no idea. I would avoid at all costs.”

Helpful Report

Posted 5 years ago

Hi Emma. I'm very sorry to see that you've left us the lowest possible feedback, although I do of course understand the reasons why. Unfortunately when quality checking the second delivery the item was found to have much the same issues as the first and wasn't something you'd have been prepared to accept or we'd have expected you to accept. Your refund was processed instantaneously on 21st but unfortunately refunds for credit and debit card payments can take 3-5 working days to reach your account. This isn't a time-frame that we're in control of. I should also just clarify that damaged items are not sold on to paying customer, we have a relationship with a local clearance furniture outlet that accepts our damaged furniture and this will have been what my colleague was referring to. Kind regards, Alex, Chiltern Oak Furniture.

Posted 5 years ago

“Purchased a bed from these people on 21st December - it had a 5 day delivery timeframe. They contacted me to say the bed would be delivered on 14th January. They called on 13th January to say that the bed has been discontinued and they have none in stock. They have offered a refund however this is unacceptable and I have now been without a bed for 3 weeks. Do not use them.”

Helpful Report

Posted 5 years ago

“I am very please with the items I purchased Display Cabinet, Coffee Table, Nest of Tables and TV corner Unit I then ordered the Lamp Table the draws are very handy to keep everything tidy”

Helpful Report

Posted 5 years ago

“Ordered a wardrobe which stated it was in stock on the website. Ordered over the phone and paid for it. Got an email two days later saying it was out of stock and would be between six and ten weeks before delivery. So not only was the website wrong, the person that took the order and payment didn’t know it was out of stock. This was really annoying and the two day wait to be informed was ridiculous. Aside from offering apologies and a date, no other offers to compensate me for the inconvenience or replacement was made. I’ve ordered from this company before and was impressed with the product and delivery so thought they would be a safe bet, I was wrong and will avoid using them in the future. Still waiting on a refund.”

Helpful Report

Posted 5 years ago

“I'm presuming most of these 5 star reviews are fake as we have received 1 star service! What we have not received is our furniture. Several delays, each time with a different excuse although more often than not us having to chase them. Yet to receive an apology, resolution, compensation or even a hint that any of their staff care at all!”

Helpful Report

Posted 5 years ago

“Delivered to wrong place , rang them said if I wanted it delivering to my home i would have to wait another 2 days or i could collect it myself no offer of compensation wasn't really bothered wasn't impressed with the customer service”

Helpful Report

Posted 5 years ago

“I recently received a replacement mirror for the one I purchased previously which was faulty. Happily the new mirror works perfectly and looks very nice on my dressing table.”

Helpful Report

Posted 5 years ago

Hi Sherise. I'm very sorry to hear that there may be an issue with the item you've received. We have however had no correspondance from you to let us know that the item is damaged. We wouldn't expect you to keep a damaged / substandard product and are more than happy to collect and replace the item, so I'll arrange for a member of our team to contact you shortly to discuss the next steps. Kind regards, Chiltern Oak Furniture.

Posted 5 years ago

“Very poor service being sent out two bar stools both of which have marks on the cushions therefore faulty. I rang and spoke to a member of staff who said to send photos, which I did. I was offered a 10% discount (not very generous as the cushions were obviously marked) or an exchange. I explained as i was moving house needed the exchange to be within the next three days. They could not offer me this until a week later as they needed a 'two man delivery service' and all the time slots were booked up.... NOT GOOD... not sure why a two man delivery is necessary when I could lift it easily by myself. Would have thought you would be more accommodating as it is not my fault that I was sent a faulty item in the first place.... would definitely not recommend.”

Helpful Report

Posted 5 years ago

“My mum had her new bedroom cabinets delivered on Wednesday the driver unpacked and took the boxes away, my mum who was not at the property as they haven’t moved in yet, she does not like the colour, they are to dark for the room, she spoke to someone on Saturday and requested they exchanged them for the lighter colour and they said no problem, they called her today and said they can’t be changed because she doesn’t have the boxes (there driver took them) she has said she will unpack the new ones when delivered and put the darker colour in there boxes and they have point blank said no, I do not understand there logic, not at all flexible, terrible service, my mum is upset as this is her new home and she stuck with something she does not like because of a box which she is willing to change. I will be speaking to trading standards tomorrow to see where he stands legally”

Helpful Report

Posted 5 years ago

Hi Emma. I'm very sorry to see that you have left us the lowest possible feedback but understand your frustrations. To try and avoid instances like this we do the following: - Mention the need to keep packaging in order to facilitate a return in the Returns section of the website. - https://www.chilternoakfurniture.co.uk/returns-policy - Mention the same on the Returns tab on each individual product page, situated underneath the product image. - Mention the same in the Delivery Information page on the site under 'White Glove Delivery'. - https://www.chilternoakfurniture.co.uk/delivery-info - It's also mentioned in the email you will have received prior to delivery titled ' 'Chiltern Oak Furniture - Delivery Update' under the 'Returns Information – What you need to remember' section. - On 2-Man deliveries there is a tickbox to say that you’ve agreed packaging can be taken away and therefore you're unable to return the items. This box has been ticked in this instance. Given all the reasons above, and all the preventative measures we've put in place to try and stop this, I'm really sorry but my hands are tied in this instance and we're unable to facilitate a return. I fully understand that this is not the answer you were hoping to receive, but we feel we've done everything we can do ensure our customers are fully informed on this. Kind Regards, Chiltern Oak Furniture

Posted 5 years ago

“The quality control of the Chester Grey low bookcase ordered was totally missing. On arrival it had a crack on the left hand front, the top shelve had several dints, the inside had paint chipped and the loose shelves were also chipped. Immediately rang to advise of the damage and was offered a replacement in over two week’s time, nothing sooner could be offered, something about limited delivery options. I was told I could use the damaged bookcase whilst waiting for the replacement – think it would have totally collapsed if I had tried to load it full of books! Chose to return the damaged bookcase for a refund. This all happened on a Friday, interestingly, the damaged bookcase was collected on the Monday. I chose not to replace as the quality of this bookcase is so poor; it does have an oak top, but the remainder is very poor quality and light weight painted something. I have bought similar, but slightly smaller bookcases from another provider for similar cost and their quality has been far superior - there is lesson learnt!. Eight days have passed since collection and still no refund. I have emailed to chase for an update as they do not email you. I’ve been advised that ‘the refund will be processed by accounts shortly.’ Interesting to understand how this company define ‘shortly’. I would advise to steer clear of this company if you expect acceptable customer service and quality products. Avery disappointing experience - would have given a zero review if it had been an option!”

Helpful Report

Posted 5 years ago

“Furniture excellent . Sent me an email to say the courier would contact me but I had to ring chiltern to find out what was going on as I had no call from them. Please don't send communication if you are not going to follow it up.”

Helpful Report

Posted 6 years ago

“Unhappy with the customer service and the delivery have emailed with no response”

Helpful Report

Posted 6 years ago

Hi Lynn. I can see an email from you a week ago on 12th September which was resolved within an hour by a telephone call, however we have not received any emails from you since. Can you please get back in touch with us if there's an issue? Kind regards, Chiltern Oak Furniture.

Posted 6 years ago

“We saw your website and the furniture we we’re looking for so decided to make a order. Took our money striaght away told we’ll have the unit on 1st July .No communication to say your unit has arrived so we rang to be told it’s not on the container it’ll be on the next one which is now August.So fed up with having to chase after chiltern cancelled our order and gone to a better company who are delivering in 7 days. Don’t bother with this company you will never get your furniture .”

Helpful Report

Posted 6 years ago

Hello there. I'm very sorry to see that you've left us the lowest possible feedback although completely understand the reasons why. Unfortunately due to circumstances beyond our control the shipment containing your order was delayed significantly by the supplier. Despite this, we do have procedures in place for notifying customers when things like this occur and I can only apologise that this doesn't appear to have happened in this instance. Kind regards, Chiltern Oak Furniture.

Posted 6 years ago

“The quality control of the wardrobes we ordered is terrible. We were excited for our delivery of a gents white wardrobe and a matching triple one. Unfortunately the triple wardrobe had a crack on the door so we sent it straight back. This was very disappointing as all my clothes then had to be in storage for another week as we awaited another. The replacement wardrobe came and to our horror this one had cracked paintwork on the base. Again we sent it straight back. This time we had to wait a further two weeks for a replacement (clothes still in storage). Thankfully this time the replacement wardrobe had no cracks or chipped paintwork. But my happiness was soon gone when the delivery men announced the shelves for inside the wardrobe did not fit!!!!! These were again taken away- returned for a second try the same day- still did not fit. Another week passed waiting for new shelves. Today they have arrived and to my disgust they STILL do not fit and have been taken away again. So after 5 attempts and deliveries to my house over more than 6 weeks I still do not have the finished product I ordered. What a joke. Customers beware.”

Helpful Report

Posted 6 years ago

Hello there. I'm so sorry about the issues you've encountered ordering from us. Sometimes you've got to just hold your hands up and say you messed up, and this is definitely one of those occasions for us. I know that you have spoken to one of my colleagues on the phone today and we are doing everything we can to correct the situation in a way that doesn't impact too much on you in terms of work etc. Hopefully this will bring the matter to a satisfactory conclusion for you and whilst I appreciate that this is likely to put you off ordering from us again in the future, I can assure you that we will take steps to ensure that instances like this won't occur again. Kind regards, Chiltern Oak Furniture.

Posted 6 years ago

“Sideboard purchased was damaged had to be returned that same day. Now out of stock delivery not until 29th Dec. Very very disappointed”

Helpful Report

Posted 7 years ago

Hello there. I'm sorry to see that you've left us the lowest possible feedback. It's never our intention to send damaged goods to a customer - occasionally issues can occur in transit and we'll always do our best to rectify them as quickly as possible. If the item is subsequently out-of-stock when a re-order is raised unfortunately there's not a great deal we can do other than to offer you a full refund or deliver the item as quickly as possible thereafter. I sincerely hope you're happy with the unit when it does arrive. Kind regards, Chiltern Oak Furniture.

Posted 7 years ago

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