novaoutdoorliving.co.uk Avis 

Answered my queries by return and called me to discuss immediately Representative was very polite and helpful .Could not recommend them higher - excellent

No customer experience would gain more stars on my review. Appalling experience.

I have spent nearly £1400 on a garden furniture set with a table containing a firepit in the middle. the product is ok and works, however when I needed support from the manufacturer trade at novaoutdoorliving dot co dot uk on a simple matter. during a house move, the the wind shield glass got broken and I also lost the pebbles that go inside the firepit and I needed to know where to buy new ones.

Their customer service probably pay by each character they use to respond ad none of the 4 times I had to reply back to them to actually tell me how to go about or be on the right direction, they would write no more than 4 words containing a website from a supplier, with no directions or proper information what so ever. In the end, I grew tired of trying and gave up. I wonder why so many businesses in the UK are going catastrophically wrong, where on one side you do have businesses genuinely suffering from all sorts of challenges, especially imposed by the last 20 years of UK government, but also being a foreigner I always thought the UK has a very poor customer service standards, when comparing to overseas in North, Central and south Americas, but Nova Outdoor Living set anew bar of poor standards here. I am still not being able to find what I am looking for and they act as they are doing me a favour when replying to an email. No wonder why millions of people prefer to go for Chinese suppliers, as is a lot cheaper and you already know there would not be any proper customer service anyway. At least you saved a lot of time and money before trying to communicate with someone from Customer Services that has absolutely no expertise in dealing with customers.

My pergola is leaking having paid £5300 from Leekes
I have asked for help several time but the reply was send a video !! Which we did several times. But no help !
My Bramble Crest furniture is soaking
And believe me including g cushions this was also a £2500 spend !
I am a widow and have been left high and dry I am devastated
And only wanted some help 😥😥

I made a purchase of a dinning set however just outside of warranty the table rattan started splitting and unweaving. Managed to get hold of Amanda at nova who arranged a replacement table top for me. Thanks Amanda

We had an issue with brittle rattan snapping after several years of use, despite the sofa being covered throughout when not in use. We spent the extra on a PE rattan set famed for being hard wearing from the sun's UV rays, meaning it will not fade, as well as frost and snow so it will not crack or go brittle. Therefore when within the 5 year warranty the rattan started to snap, we contacted the retailer.

Unfortunately they were not any use in assisting us and continually fobbed us off. We escalated the issue directly to Nova who explained the original retailer should have resolved the problem, but due to the issues we experienced they would deal with this themselves.

Amanda was the representative that assisted us from Nova. She went above and beyond to help us and got us a resolution we were very happy with. Thanks Amanda - really appreciate you taking ownership and restoring our faith in Nova.

I contacted Nova as my four year old table with integrated Firepit had suffered a damaged control knob.

I spoke with Amanda, who organised a replacement which was sent free of charge. Although the parts department initially sent the wrong part, Amanda chased this up and the correct part was speedily received.

Excellent aftercare from Nova and I would have no hesitation in recommending this company especially in the light of such excellent service.

Can't recommend these people enough. Like other reviews I've read, I got into trouble when a garden centre (a Blue Diamond) said they couldn't help after selling me a Nova pergola with a piece missing. As a last resort I contacted Nova and got in touch with Amanda. I sent Amanda the receipt and an explanation of what had happened and the entire debacle was expertly dealt with and resolved within hours, after weeks of me battling with Blue Diamond. Amanda had the missing piece made and sent free of charge and we are absolutely thrilled with the quality of the furniture itself (especially now it's complete!). Thank you Nova and Amanda! Great work.

Amanda Carr was very helpful in resolving a problem with the Pergola. She gave regular updates.

I contacted Nova about replacement suction pads which had discoloured due to the weather and Amanda arranged for replacements to be sent out free of charge.

I reached out to Nova regarding a problem I had with a missing foot for one of my chairs. Amanda dealt with my enquiry immediately and promised to send out a replacement FOC. What a star!

Contacted customer services as needed new cushions and found it was discontinued and not available.
Got a call back later in the day from a lady called Amanda who went above and beyond and found some at one of the warehouses. I was so impressed with the customer service that I bought another nova set for another area of the garden.
So rare to get good service nowadays.
Keep up the good work.

Amanda gave me great customer service, I enquired about a replacement item and she was in touch with helpful information and arranged for me to have the item sent direct.
Thanks so much ! xx

I contacted Nova regarding an issue with my garden furniture, and Amanda Carr provided outstanding support throughout. She took the time to fully understand my concerns and went above and beyond to ensure the problem was resolved efficiently. Amanda kept me informed at every stage, which made the whole experience smooth and reassuring. Truly excellent service

I initially had an issue with the quality of my sofa cushions and although it remained unresolved at the start Amanda at Nova has been fantastic and restored my faith in customer service, She has resolved my initial complaint in full and also went above and beyond in doing so. I will be placing further orders with them as a result in how they have handled and resolved my issue.

Absolutely first class service and communication from Amanda at Nova. I raised an issue and everything was resolved brilliantly, quickly without any fuss.
Thanks so much for resolving my issue.
First class….!

I recently had a great experience with Amanda at Nova regarding a warranty claim for my rattan furniture. The situation was quite complex as the original retailer I purchased from had ceased trading, meaning my contract was technically with a company that no longer existed.
After explaining that I was unable to get a response from the retailer, Amanda took personal responsibility for the case. Over several months of communication, she remained professional and incredibly helpful. When email wasn't quite sufficient to resolve the details, she took the initiative to call me personally to ensure she fully understood the problem.
Amanda confirmed that the fault was covered under guarantee. Since my original furniture set is no longer in production, she arranged for a high-quality alternative as a resolution. I am very satisfied with the outcome; despite the initial product fault, Amanda’s excellent customer service has resulted in an extremely positive outcome. Highly recommended.

Although I didn't but directly from them, Nova outdoor living helped me source some drop down pergola sides which were no longer manufactured, but I wanted the colour that matched my Nova Titan white pergola. They went above and beyond to locate some last stock with some of their partners.

I'd like to thank Ian specifically.

After a few days of intense discussions they finally found me the last remaining items of what I needed and I am entirely grateful. Great customer service and I would definitely recommend them.

Amanda at Nova is a pleasure to deal with, always prompt in responding to my messages and nothing is too much trouble to get sorted. Would highly recommend her, this company and their products.

We have a Nova pergola and it’s amazing, well made and so far it’s standing upto the uk wether, after a recent house moved we lost a couple of the bolts, quick email to Nova and they are helping us get it sorted.

We do have friends that also have the same and I’ve had to help them as ours was so much better, it turned out they hadn’t assessed it correctly, it’s definitely wasn't done up tightly - it is now.

Advice would be if you’re not really into DIY just pay someone capable to assemble it.

Great customer service from Nova (Amanda is a credit to your business)

Thank you for all great product and good after service.