novaoutdoorliving.co.uk Avis 

Great customer service, quick delivery, awesome product. Very happy and would buy from them again!

Extremely happy with my purchase and the quality of the suite!

I purchased a NOVA outdoor dining set earlier this year from a retail supplier and whilst assembling the table discovered there were some nuts and bolts missing. I contacted the supplier who advised me they couldn’t provide any more as they had no stock. Consequently I contacted NOVA and spoke to Nicol and explained the situation. She was extremely helpful and arranged for some nuts and bolts to be posted to my home address free of charge.
I eventually used the dining set early summer and then realised a couple of the rubber feet on the chair legs were missing and one of the chair legs was damaged and out of shape. As previous I contacted the retailer to be advised no stock available so again I contacted Nicol at NOVA for advise. For the second time she was extremely helpful and replacement feet were provided directly to me by post.
I feel the service provided by Nicol was excellent and definitely above and beyond what was required in order to provide customer satisfaction.

Upon opening our dining set the item's appeared used with wear marks on the feet. One of the chairs is entirely wonky and bent with one of its legs bent in, like the whole thing was crushed. Really gutted, my wife was quite upset about it actually.

Update : Nova have agreed to send us new chairs which is good. However, if you could see the photos, these items are clearly used/damaged and not a single explanation has been given as to how we received them, nor a meaningful apology after waiting for several months (mainly due to the pandemic and the suiz canal I accept). But still. I understood Nova were a recognised quality brand in the outdoor furniture market. I'm here to tell you I'd question that. Having recieved lesser brand furniture from Amazon for example, those goods not only arrived in pristine condition but were actually of a very good quality.

The seller though (Mattressman) have been brilliant. Their service and support were exemplary given the quality issue was beyond their control or visibility. They DID apologise profusely even though it was not their fault.

Nova have agreed to send replacements, which is correct and not a favour, but nothing more of an acknowledgement.

Nova - What is the backstory to my used goods and why did someone care so little as to box them and send them to us - an obvious QC problem and careless disregard for the receiving customer.

Update - 10.06.2021. NOVA have absolutely gone above and beyond here. Having made a small number of calls to Nova, I today managed to speak with a true gentlemen (Martin). Martin gave me the time to explain my concerns, he took on board what my issue was with the difference in the weave, and assured me that he would do whatever he could to help me. Some 15 mins later Martin returned my call and advised that he is more than happy to exchange the set FOC, granted to another colour, but only because Nova don't actually supply this set in Slate Grey in the round weave. So 'thank you' Martin for all your help and understanding. Well done Nova.

Purchased the Nova Skylar Recliner set in Slate Grey, and although I had a slight issue in the steadiness of the table, and a badge missing, the set operates the same as a previous set I've used. The problem for me is that the weave is not the same as advertised. Now I am no weave expert, and I appreciate that Nova may have changed their weave on this particular set, but why only on the Slate Grey version? So I took it upon myself to speak with Nova, only to be advised that I should speak with my supplier, who by the way are fantastic (Kobocrete). But I would like Nova's point of view on this. Appearance wise, this weave is totally different to my friends set, which is the same model but in White Wash. All stock pictures show that the Slate Grey weave is the same regardless of the actual colour choice, and falls under their Heritage range.

Purchased The Cambridge Deluxe extending set - the glass on the tables is dangerous! The sun was shining this weekend and it has literally burnt holes in the rattan underneath the glass! Luckily I spotted it and we took everything off the table!
Trying to find out what is and isn’t covered by the warranty - but not getting anywhere! How can this glass be considered safe?? We have another garden set and have never had an issue with the glass and sunshine.
Anyone else experienced this??
It won’t let me upload images/video

**edited to add that I’ve provided contact and order details and haven’t heard anything from Nova

** edited again
Lifestyle Living Essex - who are in contact with Nova at the moment to see how we sort this out.

*another edit
Nova have agreed to replace the tables when stock arrives.
I’ve been asked to remove the review but as we won’t be getting the replacement until late August/early September I’d prefer to wait until it’s totally resolved.

Ordered garden furniture set through Garden Centre. Furniture generally good as expected as quite expensive. However one piece has clearly been made wrong and in no way should even have left the factory. So that’s the first concern. Agreed to replace part with no delivery date specified. Chased this through the company and this was response.
‘I have checked with Nova and at the moment he can’t give a more accurate time and wouldn’t want to guess and be misleading.’
Well if the company themselves don’t know then who does? Really poor service. I did contact them myself on their website but have heard nothing.

Great Customer Service, went above and beyond.

Bought a Nova Leisure outdoor garden sofa set and 3.5m cantilever parasol last summer from Whitestores in 2019.

All arrived when agreed, price was ok and nice looking furniture.

- the table top was badly marked / manufactured. I contacted Nova Leisure who said they no longer do that model, so couldn’t offer a replacement.... annoying as it matches the sofas! Said they would be getting different stuff in for 2020 but no idea what... so my options were to wait until 2020 or get some money back. Opted for a credit back.

- the parasol (£479) is pretty cool as it is illuminated underneath. Reality is that we don't use the lights. Main issue with this thing is that on a nice summers day, if it’s anything other than ‘still’ weather, the slightest of breeze has this parasol swinging around violently. I emailed a short video clip to Nova who told me between them they agreed that it was too windy to have a parasol up and not designed for that type of weather!

So.... in the U.K. even on a nice day, there’s usually a breeze which technically makes this quite unusable!! It’s clouted me on the head twice.

Save your money and buy a proper one from elsewhere by researching online beforehand.
*edited due to Nova trying to report my review for breaching terms. Don’t like an honest review eh? Downgraded from 3 stars to 2 because of that. Well done.

**Editing 9 months on** I got a call from a very concerned staff member (Aug 20) who suggested that their MD isn't keen on negative reviews, he promised the earth to sort out my issue.... and then never heard from him again!
Since then in the past weeks I've had a few notifications from Trustpilot where it seems Nova are attempting to get my review removed by suggesting I've reviewed the 'wrong' company. Hilarious the hassle they'll go to rather than actually calling and sorting a customer issue.
Outdoor furniture wide boys....

Purchased a parasol base from Homebase & needed a part that wasn’t enclosed. Contacted both Homebase & Nova Outdoor Living, Nova (James) contacted me the same day & assured me they would get the part out to me, which they did.. within days!

Really pleased with The parasol base & the customer service is A*. I would fully recommend!