novaoutdoorliving.co.uk Reviews 

Bought a Ratten furniture set 2 years ago for £3000 through another retailer but supplied from Nova. It originally came with Ratten snapped on table, which they did replace, a year later after many complaints. We have now had two summers use out of this set so approx 8 months of use and the Ratten has started to snap in several places despite it being completely covered and protected throughout the winter, plus the cushions have all faded quite considerably!
After contacting Nova about the damage after checking on their website that their Ratten has a 5 year warranty, they have come back with that they will send out some pieces of ratten and that I am to repair it mysef using a hairdryer!!! Despite it saying on their website that if anyone attempts repairs themselves the warranty will be void. Horrendous customer service. Basically fobbing us off. Would not reccommend them to anyone
MATTER HAS NOW BEEN RECTIFIED AFTER COMPLAINT. NEW FURNITURE ORDERED AND RECEIVED.

We’ve been buying Nova products since 2020, dining tables, corner sofa, cushion boxes, parasols - all good, until we bought the Titan Pergola. I thought I was the only one with this issue, but after reading another review on here it seems that I’m not the only one. The 4m pull down screen that comes with the pergola does not stand the test of time. Absolutely fine for the first 2 seasons, but then we noticed the screen had come out of the track. With a bit of persuasion we managed to get it back in and thought we had the issue sorted. But on pulling the screens down for the first time this year, both sides are now completely out of the track and no amount of persuasion will get them back in, it’s clear to see that the fabric has shrunk over time as the pergola is perfectly level and square. I feel an item like this should last more than a few years, especially when it’s well looked after. The 3m blinds we have the other sides don’t seem to have suffered the same fate, so it’s just the 4m ones that have the issues. For the record the screens are retracted when not in use/out of season and we do not use them in windy conditions.

I bought the Nova Ciara Heritage garden furniture set in 2019 for £1,395, with a 7-year guarantee that states Nova’s written promise: “Duracore has been specifically engineered to withstand the test against time, that’s why we offer a 7-year guarantee on our wicker”.

In 2022, despite being protected under a glass tabletop that was never removed, the table weave failed but, happily, was replaced under warranty without issue. Now in 2025, the same fault (evidenced in 2022 but minor at that time) has caused both sofas to split apart & fail catastrophically, rendering the set unusable. Despite still being within the guarantee period, I’ve been told the warranty is suddenly “limited” and only offered a “goodwill” partial refund that won’t cover a replacement – a response that seems to ignore basic consumer rights.

No exclusions were shared at the time of purchase or in the documentation received on delivery, and the guarantee was advertised as 7-year term with no conditions. Nova are unreachable. I’ve been left relying on the retailer (Crownhill Garden Furniture) to act as a reluctant intermediary & am now a month into multiple emails chasing a resolution. Extremely disappointed by the inconsistent handling, lack of accountability, and refusal to honour the guarantee as promised.

The worst manufacturer service I have ever encountered! Struts wouldn’t let the lid shut. Retailer got no response from Nova for weeks. Eventually sent an assessor who reported struts in wrong position. Weeks later parent co. sent photos of correct positioning. That showed the current strut position. Trying for refund to use it without struts. Ordered April 24th, still resolving 3 months later.
Update: I have now received a 75% refund from Nova, so they do take responsibility for problems.

We have a nova titan pergola which we purchased from the Range and pull down screens that we purchased from Chimes Home and Garden.
1 of the blinds has a dent on the main housing which was then powder coated rather than flattened back out. After a lot of them saying it had to have been damaged during installation and photo evidence they finally gave a goodwill payment. We now as the weather has gotten nice started to use the blinds as before I didn't want to have them constantly wet when slid back up into the housing. We are now seeing that on the 4m blind that when it's half way down it's coming out of the track at the top. Curling in on itself and almost as though it has been cut shorter at the top than the bottom, as that stays in the track. Again being told it has to be to do with installation as they have never had amy issues before. This pergola is totally square it has to be as the screens wouldn't be in the track at all otherwise! Saying they won't go back to Nova on our behalf as they have already done one goodwill.

I said this is a different blind with a different issue and they can't say that under the sale of goods act!!!

The Nova CS team went the extra mile. Great products with a professional and Stellar service.

Just purchased a new set! Can't wait for the sun to come out! Such great quality so happy with my purchase:) thank you!

In this world of AI and digital correspondence it was a pleasure to speak to Grace Harrington in respect of a problem with the gas regulator on my fire pit table. Grace listened to my problem, offered advice and sent a checklist of instructions to try and rectify the issue with advice to call back if the options did not help. Unfortunately I did have to call back and once again I had superb service from Grace and a replacement part is to be posted to me within a few days- I have no doubt this will be the case due to the service I have received to date and hopefully the problem will be resolved. Thank you to Grace for rebuilding my faith in good customer service. An asset to Nova Outdoor Living.😀

Had an issue with the ignition button on our firepit, so contacted Nova. First customer service representative couldn't help (followed company procedure) but after contacting Nova again representative Ian Read offered excellent customer service and ordered the spare part we required.

What a great service after trying various companies to try and get a replacement part and getting no help whatsoever, a couple of calls and Darcey has resolved my issue, such great service, and a very helpful and understanding lady darcey is.

**Update - Nova outdoor living have now successful resolved the issue and i happy satisfied with the outcome.***
I ordered some Christmas light via a third party Robert Dias but ultimately the lights came from Nova Outdoor Living.

I ordered 5 sets warm white lights but when they were switched on we realized they had send 3 sets of warm white and two sets of bright white.

Initially the correspondence to find a resolution was positive at the beginning of December but know they are just ignoring my emails so im seemingly stuck with mismatched Christmas lights

I can honestly say without a doubt that the customer service is second to none. Having purchased an aluminium pergola from ‘The Range’ and having had to contact ‘them’ with regards to damaged parts with little or no satisfaction in over a month (4th Aug-13th Sept), I resorted to contacting Nova Outdoor Living directly and can only say that with a single message and a reply the same day (13th Sept) from Darcey Hill my problem was resolved to my complete satisfaction. If only all customer service was as professional as this.
And the product, now that it’s complete, is an excellent piece of kit.

Recently purchased a new Nova corner Aluminium Vogue set, I absolutely love it, it was so well packaged I was really impressed, everything arrived in perfect condition and didn’t take much putting together thanks to the clear instructions :-) it’s a perfect addition to my garden, it’s really comfortable and the rising table makes it easier to change from lounge to dining mode. The Apollo cantilever is also a welcome addition in this current weather :-)!

Absolutely love my Thalia rattan table and chairs set. However on unpacking found that one of the chair plastic feet had broken off. I contacted Nova and Nicol Burchel responded in less than an hour.

Thank you for your quick response and advice. Great customer service.

Customer service is efficient, helpful and very friendly.

I needed help with our new Nova garden furniture and Nicol Burchell from Nova customer services was amazing. She was so helpful and responded really quickly to all my questions.
Excellent customer service, very impressed.

I spoke with Nicol Burchell who gave me key missing information on how to complete the instalation of my Nova privacy screens. Nicol was very professional and informative and replied back to me very quickly.
Great service great communication thank you.

Customer service from Darcey, Nicol and David excellent always so very helpful and do what they say they are going to do.

I was after some garden furniture that would suit my garden yet be durable for all kinds of weather. 6 months down the line and it still looks brand new! Couldn’t be more pleased and found the team very helpful. Thank you!

Absolutely awesome! Best in the outdoor living game 😎