"Poor after sales service!"

I have had a Barcelona Cube garden furniture set for 4 years and while I’m pretty pleased with the furniture the protective cover has been a disappointment! I have had 4 new covers all of which have failed and become porous after 5/6 months.
The company has refused to replace these under their 12 months guarantee despite me providing photo/video evidence of significant water ingress which soaks the cushions and will, eventually, damage the metal frame.
They claim that the material is breathable and that there’s nothing wrong with the covers! Utter rubbish … but what can I do except try to find a protective cover from another company which doesn’t fit as well as it should!
I really am appalled by the attitude of Customer Service!

"Used many times, always delayed"

We have used them many times over many years. On the upside we like the products and they are friendly on the phone. On the downside they are repeatedly really delayed. They originally quote a delivery time of months. We accept that and wait. Then shortly before delivery they say sorry it will be more months. And so on. It’s all very frustrating and makes it impossible to plan. I’m not sure why we still use them but we are now locked into their products unless we change the whole range. (And don’t get me started on VAT receipts. They take the money and then say they can’t give a VAT receipt or invoice until delivery, which is of course delayed well beyond the end of the VAT period and even the the end of our annual accounting period, so we don’t have a valid receipt to back our filed tax returns. I don’t think this is even legal. It’s certainly a shambles.) So if you’re not in a hurry for the goods, and have a zen-like response to repeated disappointment on promised delivery dates, and don’t need a tax receipt, we recommend these products.

"Avoid avoid avoid."

Avoid avoid avoid.
We ordered a dining set in October last year with a delivery date of 7th March. On the 6th I called to enquire what time the item would be delivered but was told this was now due for delivery at the end of May, no communication of this had been sent. We unfortunately had also ordered a sofa shortly after the dining set this was due for delivery at the end of March. When I called about dining set asked about the sofa and was also told this wasn’t due until end of May either, again no communication. I stated this wasn’t good enough and that I either wanted both delivered by end of March or a refund. They messaged that more dining sets were coming in on 21st March and would aim to deliver a week later. On 24th March received another email stating dining set now due for delivery at end of May no other contact from Rattan direct. Have called today and requested a refund as am fed up with empty promises and inability to deliver from this company. Fingers crossed refund will be smooth as we will now be looking to purchase from another provider!

"good at taking money not good at delivery dates!! don't order unless you want it a year later!"

ordered last November told delivery Feb 28th 2025 no worries not summer but I rung on 27th to see what time for delivery to be told delayed! but I was not told so if I had not rung I would of stayed in all day and I had to take a day off work! not happy told March got email this week to say now April so called was told they will confirm today for delivery next week 228th Feb but no call and on line the item i ordered is now MAY the summer will be over good at taking money not good at their promise! I have asked for money back but heard nothing! long wait on phone not good enough!

"Ordered a product in early Jan to be…"

Ordered a product in early Jan to be told it would come on March 12 th .
No communication and it didn’t arrive ,when I rang I was told it was estimated to come at the end of May .
Bought an identical item elsewhere delivery due in 2 weeks .Dreadful service and not even the courtesy to save me sitting in for a day for a delivery that they knew wasn’t coming

"avoid avoid"

avoid avoid. Quick to take money and then long lead time 2 months. Date comes with no communication of any sort leading up to it, chase on the day to be told will be another month at least, terrible service. Only good thing was quick response to my dissatisfaction, when I eventually got through and full refund within 5 days. So all they have done is take my money for 2 months. Looking at other reviews on other sites, this is a recurring theme. Ordered similar product from another company, and delivered in a week. They need to sort out lead times and need much better communication

"Purchased a Pergola "

Purchased a Pergola , 3mx4m with lights and 1privacy screen.
Becky helped us from ‘hello’ ! Offered a full package and recommended a fitter used by the Pergola company!
We are delighted! It’s exceeded our expectations! Would highly recommend this company.

"Similar bad experience"

Similar experience. I ordered a sofa on 19 January with delivery date 27 February. No updates from the company. I have now phoned twice to be told that delivery will be w/c 12 MAY ! offered a free parasol or £20 off. Holding on to my money for 4 months. Is that how they make their profit!? I have cancelled my order and will not do business with this company again.

"Full payment, no communication, no furniture in stock"

Dreadful, unreliable company!Ordered 2 sofas on 11th January. Was told out of stock but would be available end Feb, so offered deposit, but they required payment in full! Order confirmation stated estimated delivery 18th March.
I rang them yesterday to change delivery date as inconvenient,only to be told they are not now expecting the sofas to be back in stock until JULY!! If I hadn't rung them, would I even have been informed of this? In the meantime they have my money - it's a joke, they are using their customers as a bank!! I understand that occasionally there may be problems in a supply chain but, reading the reviews (which I wish I'd done earlier) this seems to be a perpetual problem! So why not change suppliers? Or simply take a deposit? And, at the very least, communicate with their customers? Absolutely disgraceful.
They did, eventually offer a refund, but I really liked the furniture, have organised the rest of my new garden room around it, so am hugely disappointed and the whole experience has left a bitter taste!

Edited after response from Rattan Direct .....
Your response to all complaints about unexpected delays/lack of communication going back months, possibly years, seems to be the same i.e. You are striving to improve. Just how long does it take to improve communication? And if your supply chains are so unreliable, change suppliers. If this is impossible, for whatever reason, just take a deposit at time of order, not the entire amount which, quite frankly, would be better off in your customers' bank accounts, not yours, until you can definitely fulfill their orders. APOLOGIES MEAN NOTHING when your mistakes are on repeat.

Further information for anyone contemplating purchasing from this company......according to Companies House, they entered a "voluntary arrangement" last year so, in effect, all the money customers have paid them for undelivered orders is keeping them afloat!

"I HAVE PURCHED RATTAN PIECES BEFORE AND…"

I HAVE PURCHED RATTAN PIECES BEFORE AND ALWAY PLEASED WITH THE PRODUCT AND SERVICE.