Offthegrain Avis 

Loads of updates throughout the process, UK based small firm, handmade items, great quality wood and finishes, would absolutely shop from offthegrain again. As a side note, I'm not sure why but the coat hanger I bought smelled amazing out of the box!

We bought a lovely coat rack with shelf from these guys. The quality of the item is beautiful, and it was lovely to hear that it was being made to order - it makes it all the more special. The customer service was top class, receiving emails to explain that our item was being made, and when it was finished, followed up by a text from Dom once it had arrived, to check we were happy with it. Will deffo use Off the Grain again :-)

Avoid at all cost! We were left £355 out of pocket. Very very poor customer service, lower quality finish and much more expensive than panels for sale in house at B&Q.

We placed an order for panelling for our bathroom through the B&Q website on 3 individual purchase orders. We received the first order as expected so we painted them and fixed them to the wall, the next two orders never turned up despite continual broken promises from the supplier that the panels would be delivered (and a total of~5 hours on the phone chasing up on several different occasions). The supplier constantly said that the panels would arrive in the coming days... they never did. This meant the plumbers fitting our bathroom had to go to another job for over a week leaving us in a worksite with no sink upstairs.

Eventually, we gave up waiting and went into B&Q to see what they had so we could finish the work. They sold panels at £30 per panel with a far better finish than the £70 per panel from off the grain.

Unfortunately, the extra work cost us half a days labour (£200) and, of course, off the grain refused to refund the panels we had to rip off the wall (£155). They had no problem refunding the rest because they obviously hadn't left the warehouse yet (although they had promised that they were just about to be delivered...again...).

Exceptionally poor service. The mantle I've ordered is now 3 weeks overdue. Customer service has been very poor and not pro active. They replied to my delivery query at first but now they are not replying to my email and phone line just claims they are unavailable and cuts off. I have reported the company to my bank for non receipt of goods and for a refund. Off the Grains lack of action and no phone contact makes me believe they are having trading difficulties or are in the brink of collapse.

Mantel arrived well packaged, great colour, great product! Very very happy, finishes off my new project perfectly!
My only whine is the fittings supplied weren’t reliable enough

Quality product. Came well packaged.
Very happy with the beam. Looks incredible above my fireplace.

Ordered oak coat hook shelf! Excellent quality and looked exactly like shown on website! Would definitely order again and highly recommend to family & friends

I have bought from this site twice now and received excellent customer service both times. The quality of the product has been excellent and very consistent and I woupd definitely recommend.

Off the Grain were amazing from start to finish. We needed a mantle beam for our fireplace I ordered and then got a message to say our new sofa was coming earlier than expected and Dom rushed through our order to get it here so we could get work completed before the sofa arriving. Great communication, great price and great customer service

I ordered a heritage oak coat hanger with 8 hooks. It arrived within the time scale given when I ordered the item. It was easy to fit and of good quality. I would highly recommend Off the Grain and would certainly order from them again.

We recently bought two solid oak shelves from Off The Grain and I’m really pleased with both the quality of the product and the customer service. The shelves themselves are beautifully made, solid and exactly what I was hoping for.
Delivery was slightly longer than expected, but as soon as my concern was raised, Off the Grain were straight on the case as soon as I got in touch. They kept me updated and got everything resolved ASAP, which was great customer service and really appreciated. Overall, a great experience and I’d definitely recommend Off The Grain.

I placed an order with Off The Grain on 21st March for a garden box. The website stated 2-3 days to ship. What has followed is over two months of delays, an incorrect shipping number and no garden box.

Six weeks into my wait I posted a Google review reflecting my experience, the company text me offering 20% off to remove it. I declined and asked for delivery instead.

Eight weeks into my wait I was promised the item would ship within 7 days or I’d receive a refund.

Another week passed and when I chased I was told it still hadn’t shipped because the box was mispriced. The company said that if I removed my review, they would absorb the difference and dispatch it that day (for ref. there was a £90 difference between OTG and Garden Trading’s own website). In the interest of speed I agreed, removed my review, and received nothing.

I have now requested a full refund nearly ten weeks after placing my original order.

Off The Grain has repeatedly misled me about the order status and twice offered incentives to remove a genuine negative review, a breach of the Digital Markets, Competition and Consumers Act. I will be reporting this to the CMA, Google, and Shopify.

I appreciate the challenges of being a small business but my experience goes beyond what is reasonable - Avoid at all costs!!!!

We ordered a solid oak mantle shelf from off the grain. The product is fantastic and being finished in a natural way really enhances the fireplace and the fire within. Communication was good and nothing was left to chance with the protective packaging. I would recommend this workshop and would use them again.

My second order now and so impressed with the quality, well made with fixing kit provided. Great communication from the company too. Very happy!

The shelves I purchased from Off The Grain arrived quite quickly and they look gorgeous — beautiful wood. Strongly recommend this seller.

Brilliant experience, using Off the grain
For our solid oak mantel beam.
Clear communication throughout order which helps, quick replies and most of all the product beats expectations. The product arrives exactly as described.
Fitted the beam the night it arrived and honestly transformed our newly renovated lounge. I would not hesitate to use Off the grain or recommend to anyone looking for a small, fair and trustworthy business.

Oak Mantel, for above a log burner. Absolutely perfect. Great natural finish. Will use this company again. Good to have something made in England this well made.

Ordered a pair of wall shelves. Arrived quickly, well made and easy to install. The shelves are made from nice wood, really thick, rustic and chunky with matching brackets. Just what we wanted.

Excellent communication, service and finished product. The coat hooks are so professionally made and high-quality, I’ve not found an equivalent elsewhere. The wood has been well cared for and the addition of the shelf means it’s not only practical but attractive, too. Thank you, Off the Grain!

Good quality solid oak 62cm 4 hook coat rack.Took a while;le to be made but worth the wait.