Outandout Reviews
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Palma Lounge Suite
All going well apart from a missing cushion, after contacting them a number of times and getting no response we tried again a couple of days ago we had a immediate response and the cushion has arrived today So all in all we are now very pleased. All I can say is don't give up and they will try to sort things out for you.
Palma Rattan Set
Avoid! Terrible customer service. Ordered with a Winter discount said it was £1499 reduced to £449. Ordered with delivery stated 5-10 working days. No contact after 2 weeks so emailed, got the usual ’working out delivery route’ email in response. Then 3 weeks still ‘working out the route.’ By 4 weeks they said the delivery company was being changed and refunded the £35 delivery cost as a goodwill gesture (at my request). After 7 weeks I gave up, emailed snd they refunded within 24 hours. Also noticed on site the same set is now showing as £1799 reduced to £549 so they just make up random prices as it was never that much in the first place
Lisbon garden furniture
Arrived on time but the box had no instructions and no nuts and bolts to put it together. Had a garage full of bits for the past month now. Very hard to get to talk to anyone in the company and poor service when you do. I've recently been sent a small amount of fittings which are enough for one chair, still no instructions and no fittings for the sofa or the other chair. Terrible customer service.
Palma outdoor set Not even been delivered yet ordered beg June .!
Ordered , said it would be 3 weeks , still not arrived. Told a load of porkies ... said I needed it by next Friday else I would cancel it the woman on the phone said yes it would be here however the woman on the email said it would not be with me until at leas the 10th August .... practically the end of summer ....... and I have big event in the garden next Friday ,,,,,,,, NOT HAPPY , NOT COMMUNICATED TO THROUGHOUT HE WHOILE PROCESS.
They've lied to me telling me 2x weeks ago that stock has arrived and their delivery will contact me 'tomorrow' but i hear nothing. They now ignore my emails and voice messages but reply to my review of their company left on TrustPilot literally within 10mins (with a bag of lies)
Marbella rattan garden lounge set
Our delivery (ordered late April) was delayed like many others have reported, but the irony was that the first set arrived a week before schedule (and a lovely father and son team from Birmingham installed it) but about 10 days later, out of the blue, another set arrived with a couple of guys ready to install it. Obviously we sent it back.
Our issue with the Marbella set is the quality- the middle section of the sofa seems to have buckled because the rattan is flimsy and lacks structure; the cushions are also not very comfortable.. I’ve tried calling them numerous times but alas there’s never any reply.Alexander kitchen Table
I ordered this on the 24 June 2021, here we are 9 July no signs of my product, however payment was taken pretty quickly, keep phoning the transport company who have the responsibility for delivery and keep getting fobbed off, next stop for me seems to be to trade description or the police to report a theft
did you report it, any outcome?
Chesterton corner unit
Overall the out sofa was just about ok for the money. However, 2 of the cushions were damaged and I have tried to call emailed 4 times it’s impossible to get through to anyone. So I would not recommend this company, poor service!!
Stockholm garden furniture
Furniture was delivered promptly after placing the order. Sadly there were three pieces missing and five superfluous items. Impossible to get through to anybody on the telephone. Luckily we had photographed all the items received as you can’t send off the claim form without attaching photos, even though our claim was for missing items not damaged ones. After multiple emails and countless attempts to get through on the phone (they only answer if you press the option to place a new order), three weeks later the missing items were delivered.
Nice furniture but very poor customer service. To add insult to injury the product we ordered was discounted by £100 between receiving the initial items and the replacement items arriving. Any company with good customer service would have applied this discount to our order in order to compensate for the inconvenience.Garden corner sofa and table
Ordered mid Feb for delivery by end of April. Customer service confirmed my order was in the uk and would be delivered within 3-10 days (i.e. on time). On day 3 received a call to say that due to a “system error” (which could not be described or explained) my order was delayed until June. I requested that they reallocated stock based upon date or order - No. Not even an apology or explanation. I shared my experience on Facebook with other customers in a similar situation and I left a trust pilot review. All comments were factual. All Facebook comments were deleted and due to the trust pilot review (which they could not delete) I received a call the next morning saying they had cancelled my order. Absolutely appalling customer service and terrible attitude from their customer services manager. So be warned that they delete all negative comments that they can. I have now heard of several others who have experienced similar situations. The “system error” seems to be a common occurrence. Also seen several reviews about poor quality for those who actually received the furniture. I feel that I have had a lucky escape.
Palma rattan set
Negative - Mixed feelings about this company. The product itself is pretty good and the price is reasonable but..
- both boxes arrived and were placed upside down in the garden by the delivery company. The big 'this side up' arrows were clearly visible yet ignored.
- One of the nuts and bolts packets inside the box was open so the bolts were rattling around loose in the box.
- Numerous parts of this set arrived rusty and damaged and the company's response is that I have to wait until June to get the replacement parts.
So as things stand I have paid a large amount of money for an item that has arrived damaged (bent bar, rusty metal parts and damaged rattan weave) and I now am expected to wait another 3 months for the replacement parts.
Unacceptable.Positive. I left the previous review and the issue has now been sorted so I feel much happier about the customer service thank you. I can't delete the review however so am leaving this one also.
Dining set
TLDR; Good quality furniture if/when arrives, but customer service very poor.
I ordered a dining set in their sale for my new property after couple friend had ordered from here and the quality was good. They were happy overall and only said delivery timescale took a while.
My order went through and I received an email confirming after 3 days their courier would contact me to arrange delivery within 15 days.
I didn't hear anything and contacted the courier who said they didn't have anything scheduled for me from OutandOut and I'd need to contact them. I tried phoning several times with no answer and unable to leave a message. Finally on one of the attempts I did get through and after looking into it was told that website says can take 4-6 weeks. I asked few questions based on the email I'd received and what courier said but the line went dead.
I emailed them later that day. I didn't get a response to the email and 6 days later after another unsuccessful phone call I contact them via Facebook. When they properly looked into it the dining set was out of stock (although this did take me requesting updates over couple days and not them proactively contacting me). I was unhappy that the original phone call I was misled and would've been waiting 6 weeks had I just accepted the answer. They offered me an alternative with two benches but I wanted one with a bench and two seats which I ordered. Understandably as it retailed more, they said they couldn't do that which was fine. I was happy to take the dining set with two benches as I could then pay additional for two chairs on their website but requested a code for free delivery as I didn't feel I should pay twice for delivery when I'd only be getting one delivery. They said you always have to pay for shipping (which I already had). I've now accepted the refund and am awaiting confirmation email and a refund (which I assume will be 3-5 days but am awaiting clarification).
It's a shame as my friends dining set was great and I'd have purchased more from them in the future. The customer service leaves lot to be desired if there are issues.Garden furniture
Please don't order furniture from Out and Out at any cost. Appalling customer service.
We ordered our furniture in July 2020 and when it arrived there was a fault which prevented us putting it together. We immediately phoned company and took pictures and videos of the fault.
By November and having no option but to raise a dispute with our bank, Out and Out finally got in touch. It was their way or the highway . Miles Farrow, I believe the most senior person in the company didn't want to listen and then threatened us with legal action.
Honestly if the furniture was given away I wouldn't touch it. My advice GO ELSEWHERE. Not worth the stress
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I have cushions missing too and so far no response, very frustrating ☹️