Outdoor Living UK Avis 31

Avoid, zero aftersales support; not even the courtesy of a reply. Purchased a pump that was not fit for purpose, so needed to return/replace. Contacted the company via advertised email address, online ticketing system and online contact form. Zero response whatsoever. If you get what you want then I'm sure it will be fine. If you don't though, then good luck attempting to return/seek any post sales support.

Would not even give one star. Told us pump being delivered. No joy. Followed up several times. No joy. Eventually received wrong pump. Asked to take a photo of wrong pump which we did. We asked for a refund. No response. Gave up in the end. Awful service.

I ordered product on the 1/5/23 after 1 call (whom I will say the operative I spoke to was very polite) and a couple of emails I have had no luck in receiving my goods. They were apparently despatched on the 2/5/23. Today is 15/5/23, I honestly don't hold out much hope but I will call again today and see if I get any answers. If I do I will update my review.

As above I spoke to a really polite helpful operative at Wavewater namely Stef. She was very apologetic and arranged for an amended order to be sent immediately. Indeed she upgraded my delivery to DPD from Royal Mail at no extra cost - Brilliant hence my upgrading from 1 to 4 stars

So far not great. I paid extra for next day delivery and it has not been delivered. I have requested a refund for delivery cost and had no reply. I have been emailed to say it is despatched and that I must contact courier to track, but not been provided with courier details. Also been trying to call for days and nobody ever answers. I will add an update regarding product quality if it ever arrives :-(

Update: An adviser called Steff has replied very politely to my email and has refunded the postage.

The pump was a replacement and it works perfectly. Delivery was super fast. Thank you.

Ordered a replacement pump for my water feature. Had an instant confirmation message and delivery info. Received the item 4 days later. Excellent service. Great product at reasonable price. Many thanks to all involved. Regards D Bayliss.

Purchased water feature at RHS show at a reduced show price. Was told that it would be delivered during the week after the show and it arrived 6 days after ordering. Great product at a great price that was delivered well packed and on time. Very satisfied.

The company said they welcome constructive feedback, so here goes. I hope they use it to improve their service levels.

Like many companies, this one seems to direct you towards their website rather than a phone number (hint: if you want their number, look under Ts& Cs). I can understand that this makes things easier for them to manage, but not so good for customers who want to speak to a human. They seem to have two contact forms (or they interchange them at random). One says they're busy due to the pandemic - the pandemic was 2.5 years ago now and is just an excuse for poor service. The other contact form basically says to open a support ticket but this can't be completed because one of the drop down fields doesn't work.

Anyway, 9 working days into the order I hadn't had a delivery date so I called them. A polite operator said they'd check and call me back. However they didn't and instead I got a "despatched" message. If you promise to call someone back then make sure you do it.

The water feature arrived and works well. But that's what you would expect for anything you purchase. So, I have taken off one star for each of: not returning calls, not responding to the contact form, poor website design.

The final nail in the coffin for me was that when you call them, their recorded script says they pride themselves on good customer service!

3 weeks to receive an extension cord which was the wrong item (double head instead of single) so didn't fit in garden trunking to be buried. I chased the company after 2 weeks from ordering and was told they were "extremely busy in the warehouse with so many orders" despite the 3-5 day dispatch claim on their website. I finally emailed and requested a refund and 2 days after the email was sent (and no response) the wrong item was dispatched. Item arrived looking like it has been used and has a couple of small nicks in the wire (not good for outdoor use). Really poor, no customer service and I don't believe they even had the correct item in stock. This company trades under several names, Beware and Avoid.

Dreadful customer service. Over a year ago I ordered a water feature. It took ages to arrive and only after a lot of prompting from me. When it eventually came it was damaged and unusable. They refused to take it back and after a lot of toing and froing - especially me waiting for replies to emails and phone calls, they eventually gave me some money back and the promise of a repair kit, which has never arrived. I cannot get any response to either emails or phone calls and am now left with a large item which cannot be used. I will never use them again.

Purchased the Curio water feature from outdoor living, having seen one on display in local garden centre, which they refused to supply!

Ordered on Saturday, delivered following Thursday.

Quicker delivery than expected, delivery included in the cost.

Very pleased with this tranquil addition to our garden, and first rate service and price.