Carole C.

A nightmare from start to finish
We have purchased from OFL a number of times over the years and had no problem with the service provided or quality of furniture supplied. Of course, this was prior to OFL being taken over by Davidson Kempner. The company has now clearly lost interest in customer care and their product quality which has drastically declined. So, having ordered 2 settees on 12/11/22 with a 17 week wait time as manufactured in Vietnam, we received them in March only to find half of the recliner settee was a different colour and material. We couldn't believe this but it apparently happens more often than you would think. We also couldn't believe the delivery guys broke our front door threshold and didn't even have the decency to tell us! We were eventually passed to OFL's customer relations team as customer services were not helpful. The settees were reordered and we were assured we would have a smooth journey moving forward as the customer relations team would now oversee the replacement order and this time the settees would go through a rigid quality check to ensure they were not substandard, faulty or a mismatch. When we received the replacement settees 17 weeks later in July (after they went through the quality check) one shoulder of the 2 seater did not slot in properly leaving an unsightly gap and the 3 seater electric recliner settee made an horrendous screeching noise which worsened the more the recliner button was pressed. At least the fabric matched this time! Homeserve were sent out to inspect and advised the motor was operating correctly and the noise was due to the settee being over padded causing the fabric to rub! The technician proved this by separating the two sections and operating the recliners and sure enough, no screeching noise. He said the noise MAY fade through time but could not guarantee this. We could not believe we were in this position, especially when the settees had "allegedly" been quality checked. Turns out the "quality check" was just to ensure the pieces matched – the settees were not fully assembled with recliner mechanism inspection. We therefore cancelled the order. A time slot of between 7pm-10pm was allocated for the collection of the OFL faulty settees. Again, not happy as we didn't want strangers in our house when we were about to go to bed but this is just another example of the disrespect OFL show customers. We shouldn't have had that time slot forced on us. We then discovered the settees would go to landfill, again this is not uncommon. An environmentally responsible business? …. I think not. Regarding customer care, you are not given a specific customer relations team member to deal with your issues which simply adds to the frustration. Every time I sent an email seeking information, I found a missed call on my phone. I repeatedly advised my phone is on silent as it is not convenient for me to take calls and that I want written responses to my emails but this instruction was ignored. I have never experienced a company who respond to emails be telephone, very unprofessional. There was also a great deal of inaccurate information provided that I had to seek clarity on, again frustrating. On the occasions I was forced to call them in response to voice mail messages, I was left on hold for long periods before eventually getting through only to then be bombarded with securing questions before they would discuss what "they" called me about! At the end of this fiasco I was advised as the order was cancelled there is nothing to offset financial compensation to so we were "awarded" an OFL in store voucher (don't laugh). This was to compensate for the months of stress, anxiety, inconvenience, upset, telephone conversations and the vast paper trail of emails. A voucher is of course useless to us as we will never shop with OFL again but guess what …… we can inflict pain on others by giving it to someone else to use! Will NEVER purchase from OFL again.

I have removed my comments on this company as was posted in error. Post was meant for Oak Furnitureland - apologies - see corrected review