Offthegrain Avis 492

Order number: 30175
Terrible experience with this company. I ordered a coat rack and after 4 weeks I was still waiting. After several phones
calls they told me their IT system was playing up and it would be with me the following week.
It never arrived.
Six weeks went by and I was then told I would receive a replica coat rack that was a few years old and had been used at the Yorkshire Show. I then requested a refund as I wanted the new one I had paid for.
After 8 weeks I finally received a refund. The guy answering the phone was called Yian and blocked my number even though I remained polite.
It’s a shame as I was looking forward to my coat rack, but will order from a more reputable company.

The shelf i ordered is lovely..good quality and looks beautiful fitted in my bedroom !
Was nice to be get a message to see if i was happy rather than assume i would get in contact if there was a problem..would definitely use this company again

We recently bought a coat rack (with a top shelf) and we’re very happy with this. It was very easy to mount on the wall and it looks great, the design is simple but very beautiful and timeless.

Wanted a wooden mantal to frame my wood burner and ordered from Offthegrain. Very pleased with product, solid wood with natural grain and looks perfect, would buy again!
Thanks All 😀

Bought a fire mantle from here and it looks gorgeous, has really set the room off. Good quality and came in the time frame expected

Really lovely, high quality shelves and great communication / personal service from Dom. Would definitely recommend Offthegrain.

The handmade coat rail is perfect and matches our wooden doors. Very satisfied with the service.

Great company and efficient service. Happy with everything

I purchased the Oak Floating Shelves – Pack of 2 × 1 30cm / Heritage Wax - looks beautiful with our oak furniture in the bedroom. One piece with a beautiful knot and the other classic smooth. Much easier than the faff of sourcing oak, sanding, etc. Would recommend disclosing that this is an oiled rather than varnished finish so will need a coaster for coffee mugs or perhaps offering a varnished finish, oiled finish or unfinished option for a wood expert (not me!)

Beautiful craftsmanship.
Absolutely love our shelf, highly recommend.
Would purchase from them again. Keep up the good work.
Carly x

I bought a coat rack over 5 years ago which has really lasted beautifully and is excellent quality. A couple of the hooks have warped a bit as we've overloaded it with heavy coats but I have been able to order a couple of replacements at a very reasonable price which arrived very quickly!

Our coffee table took 7 weeks to arrive (was advised 2-3 weeks at checkout). It arrived with a design fault that meant it could not be assembled without modification.

Countless back and forth emails and calls eventually got us a partial refund of 30% in order for me to modify the table myself. I'm not happy with the product, it has dark wax clumps around the corners where wax has dried without care. The structure of the table is poor; leg joints with internal bracings and no dowels create sideways wobble and there are no pilot holes drilled in the legs and the bottom shelf.

We ordered this table on the 1st February and I write this review after recieving the 30% partial refund on the 17th April. Trying to communicate and solve the problem with this company was exhausting, and has left me with a product that I do not like and will need further modification in the future.

I ordered from this company to support a small business, but wish I had chosen differently.

Looking for a new coat rack for my hall and not wanting a mass produced or painted one, I came across Off The Grain. Being the daughter of an architectural cabinet maker, I appreciate good wood and workmanship. I am delighted with my choice of finished Oak and would not hesitate to recommend this Yorkshire firm. Item delivered well packaged and quality matched expectations.

Appalling service. Lots of communication back and forth … Promised delivery dates and nothing arrived.
Poor communication from the company.
Denied refund as it has been apparently dispatched (Tracking the product it states expecting item)
Ordered via BnQ on behalf of this seller … BnQ finally refunded the money after numerous phone calls from myself highlighting order time (expected and guaranteed) still no show.

*****Update********* 15/04/26
Trust Pilot sent me an email post submitting my review asking that this company requested more details
So I did …. Name …. Email…. Phone number.
I am appalled at the response I got back off this company.
I was sent a text message of Dominic requesting that he was sorry for my experience but would send me a free item if I removed this comment off Trust Pilot ..
I refused and said I would not except free goods and my review I wrote on Trust Pilot was based on my feelings of how disappointing it all was. He responded many times (Dominic) and kept asking me to remove this comment from here …
His messages were very focused on this comment being removed from here and not the product as it should of been.
I felt very bullied and harassed by this man and told him
All messages I am sending to BnQ as this is not how you do business
He has even asked me not to send them to BnQ for review as he a small business of 4 and relys on this income from them. States is now ashamed of how he responded to me.
I am appalled over it all.

**** Update****** 15/04/26 at 13.00pm
I strong disagree with the reply left by this company but I am satisfied it is in the hands of BnQ.
They have all correspondence from this company and myself. So the bare face lies in this reply BnQ will see for themselves.
I have done the right thing and reported it as I don’t want anyone to have to be intimidated and harassed to remove my opinion of service from this company on here.
Yesterday I asked this company to not contact me again and I have just received a message from them asking me did I wish to resolve this by a phone call from them.
Absolutely not!!
I have my refund kindly via BnQ. There customer service was excellent and they made their own decision to refund me based on the communication from this company (poor) and my dis satisfaction.

If I could copy and paste the messages from yesterday from yourselves to myself and vice versa to Trust Pilot I would. Your response is shocking and corrupt.
Shame on you

Very poor service. My item was never received, no refund was given, and every shipping deadline promised to me was missed. I was repeatedly told when my order would be sent, but none of those dates were met. Now, instead of resolving the issue, they are simply ignoring my messages. This has been extremely frustrating and unprofessional. I would not recommend this company to anyone.

Bought a coat rack for the backdoor. Nice, simple handmade piece that is good quality, sturdy, and looks great in place. Easy to put up too with a nice touch of hidden wall fixings. Ordered at NY time and the delivery date was pushed back by a week or two, but a simple email reassured us it was on its way.

Ordered 150mm Oak Mantlepiece, as advertised of BQ marketplace should have arrived in 9 to 11 working days it didn't it arrived after 15 days . Tried to get intouch with of Off the grain the seller they don't answere there phone and they don't email. On the 9th day we had email that it had been sent with parcelforce with tracking No could not track because parcelforce had not got it, we got in touch with BQ as it was ordered and paid through them on the phone customer service waist of time so went to my local store in Shrewsbury and the were very helpful a young man called Sammy looked it up and gave me very good advice,anyrate recieved item later the following week so got it in the end .I would not mind things taking longer than norm but you do want to be informed . AJJ
Recieved email wanting more details, what i have written is what happend, (1)Very hard to get in touch with either email or phone .
(2)Emailed it had been sent with parcelforce with tracker number.
Tried tracking number which parcelforce didn't recognise.
(3) did not recieve product on the 9 to 11 days as was on the order employed a man to fit on 11th day so at to pay him so it turned out to be expensive mantlepiece, did recieve product on 15th day .
(4)It's just a shame otherwise grain could not keep me informed only got email after contacting BQ .
Please note I think this is 1st time I have gave a bad review, so on the grain need to keep customers informed especially when it takes up to 15 days I get things of Temu quicker , AJJ

Ordered oak shelves which were delivered today. We did have to wait a while for it to arrive but the product itself is of high quality and built to last. Fits in perfectly in our new kitchen.

I have to say I am very unhappy with their customer service following the delivery of my faulty coffee table constant emails with no reply.

Very unhappy customer

Good quality shelves which look great.

Delivery was quick and the installation was simple. Perfect.