Utilitydesign Reviews 858

Excellent service again, I've used Utility Design a few times and always found them great. Delighted with my KD28, item was dispatched immediately and was delivered safely the following day. Carefully packed to ensure it arrived in perfect condition. I wouldn't hesitate to recommend them.

It’s been very enjoyable ordering from Utility Design all staff have been a pleasure to talk too and the delivery drivers dont let the experience down,great service all round.

I love shopping at this store. Great service and communication.

Tea table looked great. Well packing.

My JH42 Montera Lamp is my new crush! It sits majestically on my sideboard with its jaunty sombrero and warm, embracing glow.
Big thanks to Chloe and the team at Utility for their excellent customer service and I wouldn't hesitate to purchase from Utility again.

Really quick delivery and smooth sales process. Love Utility Design's choice.

Phone call answered quickly goods dispatched on time. Pleased with product. Could have used less packaging but good to see all recycled.

A very quick shipment, well packed and the Danish Cutter bench is in new condition.

Hello,
I have been trying to contact customer service about exchanging one of the items I bought to a different colour. I waited to email again till after Christmas as I was away and I know it is a busy time for small businesses, however 4 emails later I have had no reply. Maybe it's in your spam? I see you are replying here, so could someone please email me back about order: #1000099475 and exchanging the uten.silo for a different colour. thank you.

I bought a £700 lamp from Utility and it was delivered with a mains plug which had the main lead pulled out from the plug itself revealing the brown and blue wires inside. More worryingly, both these brown and blue wires had splits in the sheathing exposing the copper inside. If plugged in and used this way, this is quite literally a life threatening electrical hazard with exposed 240v AC current.

Utility's response was to apologise, suggested this is "standard and does not affect the quality, performance or functionality of the floor lamp." They then suggested I re-attach the plug myself.

I disagreed this is at all ok (again, quite literally life threatening safety hazard with exposed AC if used how the item arrived) but that I was happy to rewire the plug if a partial refund was provided. They ended up giving me £20 back which, full transparency, I've accepted as I can't be bothered to argue with them on this further.

If you are not comfortable rewiring your expensive lamp yourself, I'd suggest shopping elsewhere, where hopefully a business wont blame their supplier for shipping dangerous electrical products to end users and then claiming this is normal and simply "the finish on the plug can occasionally sit slightly uneven."

Utility, premium products require premium service - and currently you're operating on the idea that exposed mains leads are not a huge issue. If an end user didn't think too much of it and used the product in that condition and got injured as a result, I doubt the law would see it the way your business does.

Shop elsewhere people

I would warn anyone who is thinking to use this website! This is an absolute scam. I ordered a shelve mid November, come the week of the 5th January was still not there. Every single time I contacted them they kept saying the order had reached the UK the week of the 9th December and needed to clear custom. It does not take over 3 weeks to clear custom, each time was a different excuse. They are full of shit. I asked a full refund and no answer either! I am now liasing with my bank to dispute the transaction. Biggest scam ever.

EDIT FOLLOWING REPLY :

Above message was sent before the refund was issued. This morning I contacted your team by email and there was no answer I then went few hours later on the live chat.
Let me summarise my overall experience in detail here with this website which I honesly warn anyone to use.
I placed my order on the 19th November. On the product page, delivery is clearly advertised as 2–3 weeks.

On 9th December, after those three weeks had already passed, I received an automated email stating “waiting for supplier delivery”. This means the advertised delivery timeframe was already missed before the supplier had even delivered the item to the company. No apology or goodwill gesture was offered, despite the misleading information on the website.

From that point on, I had to chase for updates myself. At no stage was I proactively informed about where my order was. Each time I contacted customer service, I was given a different explanation:

-delays at customs

-issues with truck delivery (today's excuse)

-then, minutes later, being told the issue was “fixed”These constant and inconsistent explanations did not inspire confidence. When I spoke to Richard, the experience worsened. Rather than acknowledging the delay or my frustration, he repeatedly explained the company’s internal issues with suppliers and couriers. This is not relevant to me as a customer, my contract is with Utility Design, not with their suppliers or logistics partners.
Despite the order being over 7 weeks late, Richard refused to offer any goodwill gesture, stating that because the item was purchased during Black Friday, a discount had already been applied. This response was dismissive and completely unrelated to the poor service and excessive delay I
experienced.
Throughout the call, Richard repeatedly talked over me, showed no empathy, and took no responsibility for the failure to meet the advertised delivery timeframe. When I explained that I was no longer willing to wait and requested a refund, he hung up on me. Shortly after, I received an automated email confirming that a refund was being processed.

The lack of empathy, accountability, and professionalism shown ,particularly by someone representing themselves as a director (Richard) reflects very poorly on the company as a whole. The only action taken was after I indicated I would dispute the transaction with my bank.

This experience has been characterised by misleading delivery information, poor communication, excuses rather than solutions, and unacceptable customer service.

I would strongly advise others to avoid this company. The same shelving products are available from other retailers with honest delivery estimates of 5–7 weeks, rather than falsely advertising 2–3 weeks. While Utility Design is quick to take payment, they fail to deliver within a reasonable or advertised timeframe and provide a good customer service. According to Richard a good customer service is simply responding emails with excuses about logistic issues. Keeping me informed of their inside issues is what he considers a good customer service.
And if you write a bad review here he will go report it as defamatory to trust pilot which he tried to do so as I got a notification from trust pilot which advised that they reviewed and do not consider my review as false! First and last time I ever use this website!

EDIT FOLLOWING 2ND RESPONSE:
I sent an email this morning which was unanswered, I then went on the live chat. During the live chat Richard informed that there was an issue with the delivery truck which was now preventing my order to arrive. Happy to provide evidence of this conversation if necessary. Shortly after I received multiple calls from Richard while I was at work. I picked up and was told the truck was magically fixed and I could receive my order by tomorrow! Strange in the space of 10 mins the truck issue was resolved?! Magic I guess! I then agreed to wait until Friday to see if this would indeed happen. However as I pursued with my overall experience, my feedback was met with dismissive attitude. I requested a goodwill gesture which was denied based on the fact that the product was bought on black friday! At that stage I asked for a refund to close the matter. He hung up. Dishonest firm!

Item arrived promptly and in good condition

Excellent service!
Well wrapped with Fast delivery via DPD
Customer service is outstanding, would definitely recommend them.
Well done Utility Design Teams

Went to the design show room in Liverpool this week (which is a must visit), and I got some great Christmas gifts and was helped by a wonderful and knowledgeable staff. It's rare to have a retail experience these days that is so warm and personable. Bravo Team Utility and happy holidays!

I ordered a lamp on Friday 12th December, the lamp was delivered by DPD this morning. I cannot fault the customer service experience from the team at utility. As always a pleasure to deal with. 10 out of 10!

This company is an absolute scam.They refuse refunds and exchanges. Although on their website it's clearly marked as hassel free refunds, they send some ridiculous explanations about information hidden in the terms and condition section. If you don't want to spend hours to read their regulations I recommend to stay away from them as far as you can, because they don't care about customers satisfaction, all they care is how to get money from them leaving them with problems on their own. Such waste of money, time and nerves. I've took the case further, because it's a false advertising. Strong warning. P.s The company doesn't send refund forms in any form, even electronical version and it takes ages to get in touch with them. After keep delaying a refund for a long time and finding excuses, they weren't interested in any form of help , even exchange. On the page with the item it was clearly marked that I will be able to return , I've got evidence in the form of printscreens.
If you don't want troubles stay away with them.

Really good communication.
I have just received my order from Utility this morning. It was delivered with care and right on time. Thank you to the two delivery guys who carried it up many flights of stairs! Great teamwork from both!