Beautiful piece of furniture (garden table), very solid and exactly as pictured and described. Sadly, there was an issue with a connection piece when we were assembling it, so had to contact them... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Very professional, helpful and friendly couldn’t do enough to make sure we were satisfied. Furniture top quality beautifully made by skilful workmen and built to last for many years. Delighted with... See more
Company replied
I love the quality and shape of the Aster Adirondack chairs and the extra money for the Teak was worth every penny - beautiful timber and really nicely made. Stainless steel fittings with a lovely s... See more
Company replied
Have just brought the Arlo Sofa set, it's excellent the online images are a genuine representation of the furniture. Delivery info / instructions were very clear and assembly was very easy. I'm very... See more
Company replied
Company details
Written by the company
We are a UK based supplier of sustainably and ethically sourced furniture. We pride ourselves in selling furniture that doesn't impact the earth where possible whilst supporting communities along the way.
Sustainable Furniture Reviews
Written by the company
- 24/7 Support
- We aim to always reply to your customer enquiries ASAP with a helpful answer that will actually resolve your questions.
- Free Delivery
- Almost all of our items are open to free delivery excluding a few of our bigger items where a contribution is asked to cover the costs.
Contact info
Goonvean Industrial Estate, PL26 7QF, St Austell, United Kingdom
- 01726 884123
- info@sustainable-furniture.co.uk
- sustainable-furniture.co.uk
4.4
Excellent
369 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Quick efficient service
Quick efficient service, e- mail response brilliant and quick, cannot fault service, quality and caring staff. Special thanks to Lucey.
August 24, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Christina,
Thank you for taking the time to leave your review. We are so pleased to hear that you are happy with the service that we provided and we will ensure that your feedback is passed on to the whole team.
Don't hesitate to get in touch if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Extendable teak garden table - great service
We ordered an extendable teak garden table and have found the service excellent. The first table was held up for several days with the courier & had to be chased up by Sustainable Furniture, which they did speedily. On arrival the wrapping & the table were wet, and the table was marked. Sustainable furniture accepted the photographs and immediately sent a replacement table with no quibble. We had some difficulty in assembling the table & they sent a colleague to us in London from Cornwall and sorted it. They’d brought another table in case we needed it to be replaced again (not necessary). Friendly, helpful, speedy & professional. We love our table! Thankyou
August 20, 2021
Unprompted review
Reply from Sustainable Furniture
Dear S Potter,
Thank you so much for your taking the time to leave your review, we are really pleased to hear that you are thrilled with your Garden Table and the service that you received throughout – we are happy to have helped resolve the issues that you experienced and we apologise for these. We are really happy that everything was resolved efficiently and that you are happy with your order experience.
Please let us know if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Glad I bought the reclaimed wood table and chairs!
Though I was a little concerned at buying this furniture unseen and untried, I looked into the company and loved the idea of buying furniture made from reclaimed wood. The elm table and chairs were just the style I wanted so I decided to go ahead with the purchase.
There was no need to worry! The grain in the table is fantastic and the blemishes add character and are fully expected in items made from reclaimed wood. After just one coat of wax polish the table looks beautiful. My only slight negative comment was that a couple of the chairs wobble but Sustainable Furniture have quickly addressed that.
There was a bit of a delay in supply but the communication from the company was good and the service we received from the delivery drivers was excellent. I would be happy to buy from them again.
August 14, 2021
Unprompted review
Reply from Sustainable Furniture
Dear JS,
Thank you so much for your taking the time to leave your review, we are really pleased to hear that you are thrilled with your Dining Table and Chairs and the service that you received throughout. The Reclaimed Elm is absolutely stunning and totally unique isn’t it? We are sorry to hear that you had a slight issue with a couple of your chairs and we are glad that we were able to resolve this promptly for you.
Our apologies for the delayed delivery and thank you for your patience and understanding. It has certainly been an unusual time and we have unfortunately experienced delays with our incoming shipments which we have done our best to be honest and transparent about. We really appreciate your patience and feedback and are pleased to hear that you felt well informed throughout the order process.
Please let us know if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Excellent customer service
I ordered a garden bench and was informed there was going to be a delay in delivery which I had no complaints about. I was then contacted saying that while the bench I wanted wasn't in stock I could have a larger bench for the same price. Excellent customer service and the bench looks great. Managed to put it together myself with the aid of a drill.
August 10, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Nicola,
Thank you so much for your taking the time to leave your review, we are really pleased to hear that you are happy with your Garden Bench and the service that we provided. Our apologies for the delay with the item that you originally ordered and we are glad to hear that you were grateful for our alternative upgrade. We hope that you are enjoying your new bench.
Please let us know if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Elm table and chairs
Due to supply difficulties we had to wait a long time for the dining room chairs although the actual table was delivered promptly. It was worth the wait - the table looks magnificent as do the chairs - absolutely beautiful furniture - so pleased with our purchase.
August 3, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Debbie,
Thank you so much for your taking the time to leave your review, we are really pleased to hear that you are thrilled with your Dining Table and Chairs. The furniture is stunning and we are so pleased that it was worth the wait! Our apologies for the delayed delivery and thank you for your patience and understanding. It has certainly been an unusual time and we have unfortunately experienced delays with our incoming shipments which we have done our best to be honest and transparent about. We really appreciate your patience and feedback.
Please let us know if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Please keep your valuable customer updated
I rang before ordering 6 dining chairs costing more than £1600 & was told they were in stock so l expected to be contacted about delivery shortly. I have access issues so understood there may be a delay. I did get an auto reply after my order but no timescales. I rang to ask & was promised a call back which l didn't receive so l started emailing. I did receive prompt response but then again a lack of contact confirmation of delivery. Eventually the chairs were delivered about 4 weeks later. I'm pleased with them & are as stated in photos on website but you need to keep your customers up-to-date with delivery without us having to chase you.
July 27, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Suzie,
We are sorry that you are disappointed with your order experience; this is not our intention at all.
It has been an extremely unusual time and we have experienced a huge increase in our volumes. This has meant that dispatch times are taking longer than usual and we apologise for this; we are doing our best. With such high volumes, it is therefore extremely difficult to update every customer regularly but we are trying our best. We are always on the end of the phone or email to discuss orders and provide updates. We also updated our website with delivery information but we are sorry if this was not clear. We are sorry that you did not receive a call back when requested, this is very unusual and our sincere apologies.
We are really happy to learn that you are pleased with your chairs and hope that you are enjoying them. Our apologies again that you feel we did not keep you updated, we are doing our best during this very busy time.
Please let us know if we can help with anything further. Thank you.
Kind regards,
The Sustainable Furniture Team
Very disappointing garden side table
Ordered a small teak garden side table. Advised there was a delay in delivery but they took full payment anyway - which is not a very ethical business practice to start. Table arrived and was awful. you had to put it together yourself and none of the corners fitted - big gaps in the wood. The legs wouldn't stand straight if you tightened the top screws. Looked like a £19.99 table not £130. The company sent a second table immediately, which is good, but it was exactly the same. There is clearly no quality control at Sustainable Furniture. I am awaiting a full refund but I would not recommend this item. I am not sure whether this company properly care about the goods they source or just buy in cheap and pass on at a high price. It seems a lottery depending on what you order.
July 27, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Rosi,
We are sorry that you are disappointed with your order experience. This is not the quality that we like to offer, and we really are sorry that you have been left feeling disappointed; this is not our intention at all.
It has been an extremely unusual time and we have had to adjust the way in which we do things, as well as manage the many obstacles that the events of this past couple of years have presented. We have experienced a huge increase in our volumes alongside significant issues in the shipping network. This has meant that we are struggling to replenish items as quickly as usual and unfortunately some items have become out of stock.
In order to manage the volumes and customers expectations, we have introduced a pre-order system whereby the website states when items will be available for delivery and customers can reserve items on our next shipments. We have tried to make this information as clear as we can on our website and we have done our best to update our customers throughout.
When ordering via the website, full payment is taken - unfortunately our website cannot take deposits only for items and we cannot confirm orders without payment. This means that when new stock arrives, we can dispatch orders without needing to contact a high number of customers for payment before items can be dispatched; therefore delaying dispatch further. I do apologise again for any disappointment caused, but in such unusual and busy circumstances we are trying to work as efficiently and quickly as possible in order to fulfil orders as quickly as we can. It is not our intention to disappoint you and we apologise for this. If you would prefer to pay a deposit only for orders, we are always on the end of the phone and happy to help with this.
With regards to assembly, it does state that some items require assembly on each relevant product page on our website but we apologise if this was missed. We are really sorry that your table arrived in poor condition, this is really frustrating and I can see that we tried to rectify this as quickly as possible by sending a replacement. It is particularly unfortunate that your replacement was also in poor condition and for this we can only apologise. We do have quality assurance checks in place however, with the volume of containers and furniture arriving at our warehouse, it is unfortunately simply not feasible to check every single order; we apologise for this. As requested, we arranged collection of the tables and a refund was issued.
We are sorry that you are disappointed. Please let us know if we can help with anything further. Thank you.
Kind regards,
The Sustainable Furniture Team
Beautiful tree root dining table
We had wanted an ethically sourced rectangular tree-root dining table for a long time and did a lot of research, finally deciding on Sustainable Furniture. We had to wait a few weeks before the new stock came in which was delayed due to supply chains but understandable given the global transport and pandemic difficulties. We chose our tree root and it was then delivered within 10 days. We are SO pleased with the table - it is truly a beautiful piece of natural art and human skill, ethically sourced, so well worth the wait. Excellent customer service too.
Many thanks to all at SF, especially our point of contact Emma.
Marisa and Alan.
July 26, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Marisa and Alan,
Thank you for taking the time to leave your kind review. We are so pleased to hear that you are thrilled with your stunning Teak Root Dining Table as well as the service that we provided – your comments will be passed on. We hope that you are enjoying the table in your home.
Our apologies for the delayed delivery and thank you for your patience and understanding. It has certainly been an unusual time and we have unfortunately experienced delays with our incoming shipments which we have done our best to be honest and transparent about. We really appreciate your patience throughout.
Don't hesitate to get in touch if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
3 high bar chairs and table set
Ordered 4 high bar chairs from them and they arrived okay, was pleased with the quality. Ordered 2 more and a matching table that were listed as in stock on the website, this was at the beginning of March. A week later I was told they were out of stock but they would have some in May. In May I was told June, In June I was told July. I was then told they would have them on the 10th July and they would send them as soon as possible. I stayed home for the delivery on the 13th nothing arrived. Complained and was told they would follow up with the courier. As of today 21st July still no chairs so I have tried to cancel my order. I have been informed they will not refund me for the chairs I have never received until they receive them back from the couriers. I will never use this company again. Avoid the hassle and shop elsewhere :0(
July 21, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Ben,
We are sorry that you are disappointed with your order experience. This is not the service that we like to offer, and we really are sorry that you have been left feeling disappointed; this is not our intention at all.
It has been an extremely busy and very unusual time for us, which is of course fantastic, but it has not come without its challenges. We have experienced a huge increase in our volumes alongside significant issues in the shipping network. This has meant that we are struggling to replenish items as quickly as usual and unfortunately some items have become out of stock. This is not how we like to operate but, during such an unusual time, we have had to adapt and do our best to continue operating.
In order to manage the volumes and customers expectations, we have introduced a pre-order system whereby the website states when items will be available for delivery and customers can reserve items on our next shipments. Unfortunately, with such high volumes, our stock system and website struggled to keep up when your order placed and this meant there was a short period of time where the pre-order information was not showing on our website; for this we sincerely apologise. Our pre-order system is a new one and it was not perfected at the time of your order however we have adjusted these systems now to avoid situations such as this arising. We are doing our best and are sorry that you have been left feeling disappointed. This has been an unusual and unique time and we are learning and adjusting as we go.
We informed you that your order was out of stock as soon as possible and we apologise that this was not instant; our volumes were extremely high and we work as quickly as we can.
Unfortunately we have experienced delays with our shipments containing our stock, this seems to have been the case for many businesses and has been on nationwide News. The shipping crisis has had a large impact on UK imports and unfortunately this has affected the arrival dates of our shipments significantly. We informed you of these delays and kept you up to date on your orders progress. We are really sorry for the delays experienced however unfortunately they are completely out of our hands.
As soon as your order arrived with us, we dispatched it as quickly as possible and notified you of this. The courier is then supposed to contact you directly to coordinate delivery and we are so sorry to hear that this did not happen as this is the service that we pay for. You are always welcome to contact us directly and we can track your delivery and liaise with the courier for you.
We are sorry to learn that you stayed in waiting for delivery and for any inconvenience caused. The courier network has had extremely high volumes recently and unfortunately some deliveries have experienced delays; we are sorry about this. We liaised with our courier for you to coordinate the delivery and tried to expedite your delivery however unfortunately it took longer to reach your local depot than under usual circumstances.
Your order did reach your local depot and they would have contacted you to book in the delivery. Unfortunately you decided to cancel your order at this point and we recalled the order to our warehouse. Your refund was processed the same day.
We are happy to hear that you were pleased with your previous order with us and we hope that we can provide the service that we strive to achieve again to you in the future. We are really proud of Sustainable Furniture Ltd and we are sorry that you are disappointed. Please let us know if you have any questions. Thank you.
Kind regards,
The Sustainable Furniture Team
The mirror is amazing!
The mirror is amazing!
Unfortunately the courier delivered the day after we agreed it would be delivered but I don’t think that’s the company’s fault
Was really really pleased with the packaging. The mirror came so wrapped and cocooned in wooden palates it took us half an hour to get into it!
Thanks lovely unique mirror
July 17, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Julie,
Thank you for your taking the time to leave your review, we are really pleased to hear that you are thrilled with your stunning Mirror. Our apologies that the couriers delivered your order a day late and thank you for your patience.
Please let us know if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
TEAK GARDEN TABLE
ORDERED A TEAK GARDEN TABLE MADE IN INDONESIA. PLACED THE ORDER IN MARCH WITH A DELIVERY DATE OF MID JUINE. THE TABLE ARRIVED AS EXPECTED,ESPECIALLY WELL WRAPPED. THAT IN ITSELF WAS IMPRESSIVE. GAVE IT A COAT OF TEAK OIL AND IT CAME UP A TREAT. HIGHLY RECOMMENDED
July 16, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Keith,
Thank you for taking the time to leave your kind review. We are so pleased to hear that you are thrilled with your stunning Teak Garden Table. We hope that you have had lots of enjoyment using it so far and continue to do so.
Please don't hesitate to get in touch if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Service
Service from this company has been excellent. Phone calls answered courteously and staff are knowledgeable and helpful. First class!
July 9, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Sue,
Thank you very much for your lovely review, we are so pleased to hear that you are thrilled with your experience with us and the service that you received. Your feedback will be passed on.
Please don't hesitate to get in touch with us if we can help with anything further in the future. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Overpriced
This was definitely the company I ordered from despite the company response.
I ordered a dining set from the company and I am happy with the item itself but:
The exact set is available for less than HALF the price I paid on other websites. Absolutely gutted, I feel like I’ve been robbed!
The company advised that they do not price match and charge ‘what they think it’s worth’.
Secondly the delivery wasn’t the best. It was left on a pallet outside on the pavement and took two able people to move, luckily there were two people at home at the time (no tracking information was received).
I wouldn’t recommend this company. I would suggest you shop around unless you want to line their pockets!
July 6, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Cate,
Our sincere apologies but we cannot find an order placed under your name with ourselves. The feedback that you have provided does not sound like Sustainable Furniture UK Ltd, particularly regarding pricing. Are you sure you have reviewed the correct company? If you contact us by phone or email with further information then we will be happy to discuss any orders placed with us.
Our apologies again and please let us know if we can help with anything further. Thank you.
Kind regards,
The Sustainable Furniture Team
An untrustworthy company.
An untrustworthy company.
Terrible service, an order was placed with a wait time of 6-8 weeks. I was then told it would be 8-10 weeks within the confirmation. Had to chase after 11 weeks, received a reply 2 weeks after stating they would tell me when they will confirm the delivery date in 8 weeks. No option of discount or refund.
June 28, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Alastair,
We are sorry that you are disappointed with your order experience. This is not the service that we like to offer, and we really are sorry that you have been left feeling disappointed; this is not our intention at all.
It has been an extremely busy and very unusual couple of years for us, which is of course fantastic, but it has not come without its challenges. We have experienced a huge increase in our volumes alongside significant issues across many areas including sourcing materials, manufacturing, deliveries etc. This has meant that some of our items are available to order with a longer lead time than usual.
In order to manage the volumes and customers expectations, we always include manufacture times for made-to-order items such as your order. We try to make this as accurate and clear as possible however unfortunately this has been incredibly difficult over the past couple of years.
The item that you ordered is manufactured to order at our Sawmill. Unfortunately they have experienced issues with timber shortages and manufacturing delays due to such a huge increase in demand for garden furniture recently. We have done our absolute best to be transparent and clear with the current lead times however we are aware that these have been longer than anticipated and for this we sincerely apologise.
We are doing our best to receive regular updates from our Sawmill and to update our customers on their orders. Unfortunately, when your order was placed, these systems were not yet perfected and we have done our best to improve these.
We are really sorry that we could not fulfil your order sooner and we really appreciate your patience. You were of course welcome to contact us at any time to discuss your order or, if you were not happy to continue to wait, a refund could have been processed right away upon request.
We are really proud of Sustainable Furniture Ltd and we are sorry that you are disappointed with your experience. Please let us know if you have any questions. Thank you.
Kind regards,
The Sustainable Furniture Team
Beautiful furniture and excellent service
We are delighted with our outdoor extending teak dining table and Marley armchairs which arrived yesterday. Communication with Sustainable Furniture has been excellent from my initial phone call to check details about the items to updates about delivery. When we ordered the furniture in March we were made aware it would be a June delivery. It was worth the wait. The table and chairs are beautiful- solid and well finished - a pleasure to look at and also use. Items were well packaged and arrived safely. Customer service have provided us with information about how our outdoor furniture has been treated and how to take care of it. Thank you.
June 18, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Trish,
Thank you so much for your taking the time to leave your review, we are really pleased to hear that you are thrilled with your Teak Garden Furniture as well as the customer service you have received. The furniture is stunning and we are so pleased that it was worth the wait! Our apologies for the delayed delivery and thank you for your patience and understanding. It has certainly been an unusual 18 months and we have unfortunately experienced delays with our incoming shipments which we have done our best to be honest and transparent about. We really appreciate your patience and feedback and are pleased to hear that you appreciated our updates.
Please let us know if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
I like to use independent traders…
I like to use independent traders rather than B&Q or Homebase.
This company has a failure in its strategy and communication with customers. It really needs to stick to direct retail (has it a shop?) or only sell online small items rather than larger garden tables.
My order was placed in mid-March and with the lockdown I did not expect a delivery for a few weeks anyway. After a few calls I was eventually emailed on June 1st (13 weeks after placing order) for a ‘Next Working Day service’. Unsure what specifically that means. It did not arrive on June 2nd, next day. I called - promised the day after. No delivery again. I suggested Friday – no reply or confirmation that would be OK. Called again – unsure when to be delivered. But I had to be at home. So, I gave up and cancelled my order. They also wrap goods in pallets, which I discovered nobody wants any more. Do I burn them? How sustainable.
I found a similar table with a different independent company. It was delivered six days after my order. With a text notification of a delivery slot. Wrapped in recycle materials. Wood from Indonesia - FSC, sustainable forested.
June 13, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Raymond,
We are sorry that you are disappointed with your order experience. This is not the service that we like to offer, and we really are sorry that you have been left feeling disappointed; this is not our intention at all.
We are primarily online and do not have a shop. We sell a wide range of furniture from chopping boards to 3m dining tables and we very rarely receive negative feedback. The table that you ordered was a 1.2m folding garden table which is dispatched and delivered as a flat-packed item; as per our website information. We are based in Cornwall and, due to the range of furniture we sell, we are reliant on external couriers to deliver our products. We do offer a Two Man Service which we operate as regularly as possible however this is primarily for particularly large and heavy orders. Our smaller items are therefore delivered by courier and this is a service that we rarely have issues with.
It has been an extremely busy and very unusual time for us, which is of course fantastic, but it has not come without its challenges. We are a very small team and we have experienced a huge increase in our volumes – as you will likely have seen on the news this year there has been a nationwide shortage in garden furniture. There have been issues throughout the entire process; from sourcing materials to shipping delays. This has meant that we are struggling to replenish items as quickly as usual and unfortunately some items have become out of stock. This is not how we like to operate but, during such an unusual time, we have had to adapt and do our best to continue operating.
In order to manage the volumes and customers’ expectations, we have introduced a pre-order system whereby the website states when items will be available for delivery and customers can reserve items on our next shipments. Once these items arrive at our warehouse, we dispatch orders immediately to customers and we work through the orders in date order, as this is the fairest way to do this.
Our pre-order system is a new one and it is not yet perfected however it is essential in the current climate in order for us to continue operating. We have found that many other companies are operating similarly. We are adjusting and learning as we go with these new systems and with any obstacles that we have faced; we are doing our best.
Your order was placed as a pre-order for delivery in mid-May. Unfortunately we experienced a delay with our shipment; the shipping crisis has had a large impact on UK imports and unfortunately this has affected the arrival dates of our shipments significantly. We updated you as soon as we were informed of the delay, advising that we were expecting delivery at the end of May and that you would receive your order shortly after.
Your order was dispatched on 1st June on a Next Day Service. Unfortunately, there are also delays in the courier network currently which we understand is frustrating. Your order reached your local depot on the 3rd June and was due to be delivered that day however unfortunately you chose to cancel your order due to the delays experienced. We recalled your order and processed your refund immediately, without hesitation.
We are really sorry for the delays experienced throughout your order experience however unfortunately they are completely out of our hands. If we could have fulfilled your order sooner we assure you we would have.
With regards to pallets, your order was not dispatched on a pallet and would have been delivered by parcel courier. We do offer a pallet service for our larger and heavier items which is absolutely essential in order to protect the items in transit and ensure that they arrive safely. This minimises damages and therefore reduces the need to collect and re-deliver items; as a sustainable company this is very important to us and we try to reduce the chances of replacements and additional journeys. Pallets are therefore an excellent way to protect items in transit and they are also incredibly sought after. Local councils often collect them, they can be recycled and the majority of people find that if they are left outside their house with a ‘Free’ sign the pallets get snapped up really quickly. We are sorry that you are disappointed but we hope this explains our circumstances.
We are really proud of Sustainable Furniture Ltd and our team, they have worked incredibly hard throughout the pandemic to ensure our small, family run business can continue to operate. We are sorry that the systems are not yet perfected and that there are delays in the shipping and courier networks currently, meaning we are unable to fulfil orders as quickly as we usually like to.
Our apologies again that you have been left feeling disappointed and we are happy that you have been able to source a table elsewhere with no issues. Please let us know if we can help with anything further. Thank you.
Kind regards,
The Sustainable Furniture Team
I am writing to complain about being…lied to
I am writing to complain about being mislead about the delivery times.
Before placing my order I called and was told that the delivery time was 5-7 business days. I called to specifically ask, because the delivery time was very important for me and one of the drivers of the purchase. I chose a product that was available on stock so that it could be delivered to me on time by the date I needed it.
When I called this week (June 9th) to get an update on the status of the order I was told that it had not yet been dispatched. The excuse was that the Company is very busy, which I am very happy about, but before ordering the product I had called and specifically asked about the delivery time because it was important for me. On the call with a representative this week, they were not able to give me an actual shipment or delivery date or even an estimate of when the product would be delivered.
I think this is completely unacceptable and the company total misrepresented when I called to find out. It is clear to me now that when I first called I was lied about the delivery times. Furthermore, the company doesnt seem to care and has given no indication of expediting the order to remedy this terrible service.
I look forward to someone contacting me to apologise and explain what action has been taken to resolve this problem and compensate me for the inconvenience of having ordered something that I NEEDED and have not gotten.
Sincerely
June 11, 2021
Unprompted review
Reply from Sustainable Furniture
Dear MV,
We are very sorry that you are disappointed with your order experience and that you feel that you were lied to. This is not our intention at all, and we really are sorry that you have been left feeling disappointed.
It has been an extremely busy and very unusual 18 months for us, which is of course fantastic, but it has not come without its challenges. We are a small team and we have experienced a huge increase in our volumes. This increase in volumes has meant that, during particularly busy periods such as when your order was placed, dispatch was taking longer than we usually pride ourselves on. I can assure you that our team were working as quickly and efficiently as possible in order to dispatch orders.
We do our absolute best to be honest and transparent with our customers however, when you initially called to enquire about placing your order, it sounds like the information provided was not correct; for this we sincerely apologise. We would not have done this intentionally and would not have meant to disappoint or mislead you. Our dispatch time at the time you ordered was 5 – 7 working days (your order was dispatched on the 7th working day) and delivery would then have been on a Next Day Service. This is not the dispatch time that we strive to achieve but, during such an unusual time, we have had to adapt accordingly and do our best to continue operating.
You contacted us enquiring when your order would be dispatched after a few days and we were honest with you; explaining our current volumes and that we were working through orders as quickly as possible and in date order. This is the fairest way for us to operate as many of our customers have deadlines which they are trying to meet. Again, we apologise for any disappointment or inconvenience caused.
You then contacted us again to advise us when you required delivery by and we ensured that your order would be with you by then. Your order was dispatched and delivered on a Next Working Day Service, on your requested date.
We apologised to you profusely for the delayed dispatch time and for the misinformation on your initial enquiry. We also delivered your order in time for your requested delivery date but we are sorry that delivery was not as quick as it is under more usual circumstances.
We are really proud of Sustainable Furniture Ltd and our team, they have worked incredibly hard throughout the challenges of the past 18 months to ensure our small, family run business can continue to operate. We are sorry that there have been delays; we are doing our very best.
Our apologies again that you have been left feeling disappointed. Please let us know if we can help with anything further, thank you.
Kind regards,
The Sustainable Furniture Team
Worth the wait
We did have to wait for our teak table and chairs but it was worth the wait. They are lovely and great quality. I can now sit and enjoy our garden in comfortable , long lasting and sustainable furniture . Thankyou guys
June 4, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Rachel,
Thank you so much for your taking the time to leave your review, we are really pleased to hear that you are thrilled with your Teak Garden Furniture. Our apologies for the delayed delivery and thank you for your patience and understanding. It has certainly been an unusual 18 months and we have unfortunately experienced delays with our incoming shipments which we have done our best to be honest and transparent about. We really appreciate your patience and we are so happy that the furniture was worth the wait!
Please let us know if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
Recently received 2 hall units
Recently received 2 hall units, a side unit, garden set and a bathroom unit. All look stunning and have given a lovely update to my new home.
Lovely staff, thank you so much!
May 17, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Joanne,
Thank you for your lovely review, we are so pleased to hear that you are thrilled with your new furniture and that the pieces have given a lovely update to your new home.
Don't hesitate to get in touch with us if we can help with anything further in the future. Thank you very much.
Kind regards,
The Sustainable Furniture Team
We are absolutely thrilled with our new…
We are absolutely thrilled with our new reclaimed teak urban fusion table & bench - the quality is fantastic and they look amazing. Excellent customer service throughout - the company was happy to hold on to the order until we were ready for delivery & once Covid rules permitted we took advantage of the two man delivery service who assembled the table & bench on arrival. We would definitely recommend - thank you!
May 10, 2021
Unprompted review
Reply from Sustainable Furniture
Dear Angela,
Thank you for taking the time to leave your kind and positive review. We are so pleased to hear that you are thrilled with your gorgeous new Urban Fusion Table and Bench as well as the service that you received from both our Customer Service and Delivery teams – your feedback will be passed on. We hope that you are enjoying your furniture in your home.
Don't hesitate to get in touch if we can help with anything further. Thank you very much.
Kind regards,
The Sustainable Furniture Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.