"Massively improved customer service"

Had a few issues with footings of a few units however promptly resolved with no fuss .

"Furniture has lasted less than 3 years, but Rattan Direct has refused to take responsibility"

My wife and I purchased a suite of rattan garden furniture directly from Rattan Direct, including sofa, 2 chairs and a coffee table. The set cost us well over one thousand pounds and came with a 7 year structural warranty. After less than 3 seasons the rattan strands started to come apart, breaking down completely and creating a hole in the tabletop which is currently more than 12 inches in diameter and growing fast. This is despite the fact that we really look after the furniture and always store it out of season under the covers supplied with the set. The broken strands are permanently underneath the glass top, so they have never been touched or knocked. I took photos of the damage and sent them together with a description of what happened to Rattan Direct. Their response was that they wouldn't provide a replacement or repair, offering instead 10% discount if we bought a new table, which costs £300. The reason given was that the structural warranty applies to the metal frame only and that the rattan is only insured for 2 years against "cracking, chipping and fading". I pointed out to them that the damage in this case was much more than the cosmetic type of damage covered by the rattan warranty. In fact, as the hole grows bigger, the glass table top will no longer be supported and we will soon no longer be able to use the table at all. From a common sense perspective, this type of damage is clearly structural. I therefore asked Rattan Direct if they could reconsider their position but received no response. I think this was unacceptable and extremely unfair behaviour by Rattan Direct. I don't think any reasonable person would buy a £300 table or a £1200 furniture set if they knew that they would have to replace after just 3 years, even with a 10 per cent discount. Similar furniture from other manufacturers lasts significantly longer. For us it has proved a shocking waste of money and will contribute to the accumulation of non-biodegradable waste that is wrecking our environment. This is not the outcome we expected from what we thought was a reputable company, hence the poor feedback.

"What a shambles…"

After placing an order for replacement cushions we were given a delivery date of within 10 days which we were really pleased about. On the day of delivery received a text and email giving estimated delivery time and name of driver. When the delivery did not turn up within the allocated time I tracked it and found the delivery had been cancelled by the retailer.
After having made several phone calls and being on hold for several hours we have been told three different stories.
Firstly the cushions were at the wrong warehouse and we would receive them the following week, then told the order needed to be reinstated and they would be received within 7-10 days and now we’ve been told that they never had the cushions in the first place and it’s unlikely they will have this year and so our order is cancelled.
Now waiting for a refund.
Wouldn’t recommend this company.

"Happy customer"

I'm very happy with my Cambridge set which was delivered on time.
Table , chair and parasol in black colour looks very nice and elegant.
Cream Cushions with black trim look amazing.
Table and parasol cover were included in grey colour.
One chair was faulty and was replaced in a 1 week time.
Delivery both time's was on time where I was informed by mail, sms and on the day by phone call.
Definitely I'll recommend to my friends.
Thank you Rattan Direct

"We ordered the large round Riviera…"

We ordered the large round Riviera table & 6 chairs (RD225788) on 3 April and delivery was scheduled for 14th April. However, due to their manufacturers supply problems, that were outside of Rattan Direct's control, the actual delivery was on 16th May.

All beautifully packaged and the chairs were instantly a 'hit' as the cushions made them so comfy.
We struggled for ages to try and get the legs to fit on to the table top and after a long time, realised that one of the fixings to the underside of the table was welded crookedly - so no way would it fit!
I sent an email to customer service the next day, but in the end spoke to, initially Chloe, who asked me to forward photo's of the problem. She said she would get back to me. Me, being impatient, called the next day and spoke with Callum who checked out the emails I had sent and said that new legs would have to be ordered but sadly, delivery time wouldnt be until mid July! As you can imagine we felt very frustrated by this as we had the table top, but unable to use it.
He arranged for the incorrect ones to be collected.
We were therefore thrilled to receive an email from the courier company on 1 June to say that our new legs were out for delivery the next day.

The new ones fitted perfectly so we are now fully able to use this lovely big table & the comfy chairs!

Also, what a great surprise when we put up the (free) parasol to discover that it's a wind up one and so large - fantastic 😊

Well done all at Rattan Direct - our 2nd successful purchase - we have your sunbeds from 5 years ago, and well used they are!

Also Panther Logistics who were the delivery company were brilliant - especially the very careful delivery of a very heavy glass top table.
They arrived each time within their 2 hour allocated time slot and called me when they were on their way.

Happy customers

"Excellent service"

Bought a table, sofa and parasol.
Arrived in good time. Small split on sofa. I emailed & the staff were happy to arrange an
exchange.
The best thing is, you call customer services,
they answer quickly and deal with your issues. No hassle re the delivery time slots or changing the day

"No complaints... good product and service"

Bought a rattan sofa and coffee table set to go with a similar style dining set purchased some years ago. Very happy with the set, seems well made and I see no reason why it should not stand up to the elements in a similar fashion to the dining set which remains in as good as new condition. There was a slight issue with the glass within the coffee table (it had become scratched in transit) but Rattan Direct customer services handled the situation very well and to my satisfaction.

"Excellent service"

Excellent service. Delivery arrived within the estimated time slot.

"This company is absolutely appalling…"

This company is absolutely appalling and I would never recommend them to anybody.
Ordered furniture and at the time of placing opted for a specific delivery date and took a days holiday to be at home for the delivery.
They then booked to deliver one week early whilst we were on holiday. I contacted the chat operators and they advised that order would be held by delivery company until date requested. Received no details of delivery for requested date, so on morning rang Rattan Direct to be told it was my fault as I should have contacted delivery company!! I asked to speak to a Manager and was told it would be a 48 hour call back. Surprise surprise I am still waiting for the call-back.
Today I received a text telling me furniture would be delivered this morning, which I hadn't agreed. Left work for a very early lunch to be home for delivery and when its arrived only chairs and no table.
now in process of calling their so called customer service team and despite being third in the queue currently on hold for 41minutes.
This company is an absolute joke.

"Gorgeous garden furniture"

We ordered our garden set online but had to call to arrange delivery because we live in an ‘IV’ postcode. The customer service team couldn’t have been more helpful and quickly arranged a very reasonable delivery charge and date.
Unfortunately there was a delay on our products but we were kept up to date and informed at every step. When the delivery day arrived we were given a time slot and again always felt we knew what was going on.
Our garden furniture is absolutely stunning! Great quality materials and the cushions are as comfortable as being on an indoor sofa. The fire pit on the table is a lovely feature and really nice to cozy round it at the end of the night.
Overall a great experience with Rattan Dorect and we will definitely shop with them again and recommend them to anyone else.