Rattan Garden Furniture Ltd Essex — Attraction in London

Terrible customer service. Don't get phone calls back from the shop. Certain emails get ignored. People in the shop don't know what comes in the sets or what is in stock. Rude staff especially Charlie.....

A foot is damaged on one of the new chairs got told last week dave would come and replace it for us. He didn't turn up!! Got told he would come today by 11. Gary the delivery driver delivered the foot. I called the shop and got told to do it myself its just a foot. What sort of company is this....disgraceful. The furniture come with a guarantee and they can't even come to us (5 minutes away from the shop) to fit the foot. Will never purchase from this company again. Full story is below

On 16th June we ordered 2 sunloungers and were told these were in stock and would be delivered in 10 days. On the 22nd June I sent an email asking for a delivery date and was told "The loungers are unfortunately delayed until the 1st July. We will get these to you soon after. Sorry for any inconvenience this may have caused". So I replied with "Ok thanks. So when would a delivery date be approximately? I was told they are in stock". They replied with "I will put you as priority so when they are in my hands I’ll send the next day by couriers. So hopefully by the 7th"

On the 30th June I got an email saying "Hope you enjoyed your weekend. Today we have received the deluxe extra wide champagne lounger in stock and was wondering if we can send these to you because the arm lounger are for some reason not in this container. These are the far superior lounger at a higher price however we will be happy to send at the same price". I replied saying we didn't like the extra wide ones as we preferred the ones with arms.

We saw online a sofa set we liked the Madrid which has a 3 seater, 2 arm chairs and a table. I said I was happy to pay the difference from the sunloungers for the Madrid which was agreed. We went to the shop to look at the set before purchasing. When we got there we were told it comes as a 3 seater, 2 seater and firepit table. I said we don't want a firepit table and it's not what is advertised online. We ordered it as a 3 seater, 2 seater and a smaller table.

Due to the inconvenience of all the phone calls, emails, delays, trips to the shop and mistold information I asked if we could have covers thrown in for the Madrid set. Was told in the shop when ordered the set that this should not be a problem and I would get a call back to confirm either way. Surprisingly (not) I never received a call back. So I sent an email and got an email back saying no its either 10% off or free covers. The 10% was the promotion that was on at the time. I replied back saying I don't understand how we can be offered the extra wide sunloungers for the same price of the standard ones but can't have covers thrown in 🤷‍♀️. The set that arrived was as it was advertised online and not what we got told in the shop.

I asked for a contact number for the CEO Jane and was told I cannot be provided it and to send an email to the sales. I was then asked why I wanted to speak with the CEO so I said I'm not happy with the service I've been given and the customer service is shocking. I was then asked if I would contact the CEO of Sainsburys to which I said yes I would but their customer service is great so no need to as they look after their customers. I was confused why I was asked this because Sainsburys is a massive company and this shop is tiny company compared to Sainsburys.

We love the set we ordered and now we have our sofa set we will not be purchasing anything else from this company and wouldn't recommend it to our family...

We were so excited when we purchased our furniture from here. we were so heavily praised by friends and family and recommend the place to so many people. Till we used our parasol for the first time. As soon as we opened it completely detached from the base and started to swing. The umbrella is very heavy and we quickly had to move out of the way as it could have seriously hurt the children sitting around the table. We understand that this is out of the control of the store, however they brand themselves as a reputable high end furniture store, therefore if you are paying good money you expect a item to last past the first use . The problem has been trying to get through to them to have this looked into. We have been into the store two times, initially we were told to email Paul the person who sold this to us and that he would then look into a replacement, we emailed the given email and sent photos of the parasol. No response. i then emailed again to follow up. nothing. I called the store several times and never managed to get through to anyone. when i finally did i was told to be patient and someone would get back to me. I am not unjust and decided to give it a few days. i still did not hear back. we then attended the store and expressed out frustration at how we were just being ignored. we were told that we needed to bring the parasol in to show them- bare in mind this is quite large and attached to 4 weights and we drive a 2 seater car. we stated this was not acceptable and were told that once their van was available someone would come and have a look. they took our address and telephone number. Its now been over a week and we have not heard back. I have called everyday and left messages but none gets back to me. I sent another email today and it seems that they have little regard to customer service. I am extremely disappointed in there service. we planned on buying some loungers and egg chairs for around our pool and our friends were looking to buy a few items but this will not be happening. What is the point of spending good money to get a treated so poorly. looking at the reviews below i can see that the response to this will be wish washy putting the blame on the customer- any brand/store that does this when they are at fault should just be stayed clear off. its not even the money thatch the issue its the principle and i will not be...

I ordered two matching bistro sets. I went with brooks rattan as they advertised next day despatch on their website for orders over a certain price which my order was. I wish I had never selected brooks rattan. there was no next day delivery. they later confessed that this meant next day delivery to their couriers not to the end paying customer. I had to chase for my delivery and on the third call was told the product I had ordered and paid for was not in stock and would I accept a slightly different product. I said yes. I finally pinned them down to a delivery date which came and went with no delivery and again no contact from them. again I had to phone them and they blamed the courier company. this is now about 3 weeks post order. they committed to the following day and there in two free covers. the product arrived. then more issues arose. one of the tables out of the made in china box could not be made up sue to serious misalignment. we phoned the company and sorted a replacement. I explicitly requested that they make up the replacement table before sending it on, they agreed to do this and then clearly failed to as the replacement was also misaligned but by less so we forced a fit by bending some bolts risking them snapping off. the glass top also needed a lot of coercion to fit into the gap on the table. then we put the tables together to find they were different specifications in height and shape. I have now formally requested the contact details of someone who really cares about customer and product quality and have received silence in return. Maybe they simply cannot find someone who does care. This is a company that appears to buy in bulk from china and simply passes the boxes onto the end customer with no quality checks or balances. I would not recommend this company based on product quality (no checks), false website claims, with delivery and customer services consistently very poor. That did email to say they would be removing the claim of next day despatch and I will be watching this with...