RATTANandTEAK Avis 

I had ordered a teak wood dining table item from Rattan and Teak and was provided an estimated timeline for delivery. It was first delayed due to their Asia shipment not being able to coming through.
However after a few weeks to our shock they said the shipment has arrived but their supplier had forgotten/missed to load in the item we had ordered! And then that they have no clue when the next shipment with the product will arrive now!
What does this say of the company inventory management and supplier handling capabilities?!
I had put some buffer time while ordering because I wanted the product to be at home due for an event, which obviously was of no use.

Please note that this is a review of the terrible ordering experience and their supplier/customer management, and not of the product experience (as we never got one!), which may itself be good.

We had been searching for a shelter solution for our large deck. I found exactly what I wanted at Rattan and Teak, a beautifully engineered aluminium gazebo with a roof that shutters closed to be completely watertight. Within less than 4 weeks their delivery and installation team arrived as scheduled and completed the installation neatly and professionally. It's the best service I've had in along time. Great product, great price and amazing service.

This is the third time of this company sending replacement hood for their three-seater swing seat. Clearly there is a manufacturing fault as all three hoods have had defective stitching. Their latest replacement has some amateur hand-stitching where the fault is. Pathetic quality goods, pathetic customer service.

Ordered a cover which was in stock on their site and after a week no update as to order so contacted via email to a response the next day that don’t have stock and getting it that day !!! (Of course you are) . Over a week later receive a text order dispatched and with Hermes surprise 4 days later still no delivery sent another email and failed to respond or pick the phone ( Their message when phoning is laughable to say the least) 2 days later now send an email to state I will be enforcing a chargeback and oh I get a phone call which was rude abrupt and lack any customer service skills . Expected me to chase and check where the delivery was through Hermes !!! 17 days later for an item I could have received within 72 hours from a reputable competitor I finally received the item. They use the excuse of up to 15 days delivery T&C which is fine if it is Furniture etc but not a cover !!!
I should have read the reviews as it seems this company have a habit of doing this. Lesson learnt and will not be frequenting this organisation again

Ordered 7th March for an in stock item....still waiting and despite the pleasant communication, no sign of a delivery date. Disgraceful customer service.

Called this company, recorded message prompted me to email as their preferred form of contact (not what I needed as had specific questions regarding their products which were not evident on the website) plus, call me old fashioned but ‘speaking’ tends to be quicker than writing a massive email. However, the recorded message does allow voice messages so I left one asking for someone to call me back to discuss a potential order close to £7k for a Pergola system for our decking.

Over 24hrs later I’ve had zero communication from them so can only assume they are too busy to handle customer care as well. My thoughts are that if a new order gets no reply then after sales care will see the same result and thats one to avoid for sure.

In light of this, I wanted to post something in the hope that R&T work on this side of their business and others get a better result. For me I will contact another company to discuss my order.

Just looking for an unrelated email and rediscovered a thread I’d forgotten about, and have started reviewing companies rather than relying on others’ reviews without leaving my own, so felt it appropriate to give feedback...

Their attitude towards damage to property stinks. The product might be ok but beware their delivery drivers! Their driver reversed onto my drive with a vehicle with a low chassis, gouging out tarmac - and then drove off!!

Fortunately I have CCTV which captured the incident (which they tried to deny), issued proceedings which their insurance company eventually settled but would never use this company as a result of their rudeness.

Having been let down badly by one company, I ordered an identical bird bath and a garden bench from Rattan and Teak. I was happy to pay around a third more than the original company charged as Rattan and Teak appeared to pride themselves on their Customer Service, because they claimed that delivery was free to around 95% of the population of England and Wales, and because their website states that they remove all card and pallet waste. The order was initially delayed, but did arrive on the second date promised. The items delivered were as described, as expected and I have no complaints.
At the point of ordering, free delivery was offered, only one service of delivery was available and there were no indications that delivery would be anything other than described on the website. However, the delivery driver stated that he could not take the pallet away that my delivery arrived on. I was left to dispose of all card and a double pallet.
I contacted the company who stated that:
1) My home address in Suffolk fell into what they describe as an Additional Delivery Charge Zone. They should have charged me substantial delivery charges but chose to waive that. Normally, the company will contact the customer after ordering, and before delivery, to make them aware of additional delivery charges.
2) As my home address fell into an Additional Delivery Charge Zone, they had to use another delivery company. For this company to remove the card and pallet waste an additional amount of £20 would have been charged.
I had been in regular contact with Rattan and Teak and at no time were either of these points mentioned.
I found the company website to be misleading and I would recommend that customers check with the company to understand exactly what delivery charges may be applied later and the type of delivery that they can expect.

Failure to provide the ordered product.
Ordered a Gazebo on the 29th June. I had prior conversation with them to confirm availability as the product was on back order. 17th July was confirmed as the incoming shipment and also written confirmation that ordering online now would allocate one of the gazebos on that shipment to me and also allowing the planning of delivery as soon as they arrive.
17th July passed and I left it a few weeks so it could be processed but no communication with me. I contacted and they confirmed that the gazebo was in and one allocation. 06th Aug was confirmed as the delivery date.
Again, not further communication or written confirmation of that date. I made contact again and I was informed that the gazebo had only just come (contradicting previous conversations) and that the 06th Aug could not be made and that the 08th was allocated to me. The 08th wasn’t suitable to me as I would be around to receive the delivery so it was agreed that the 07th was possible, but the delivery would be late in the evening. That was acceptable. This time I got an email confirming.
On the morning of the 7th I get an email stating that the item could not be loaded on to their van and other orders took priority based on location and drop order despite our previous conversations.
Spoke directly with Helen and no future date could be confirmed but a request for an extra run had been placed. Asked why another courier could not be used but the size of the item was to blame for not doing so…. which translates to not willing to pay the cost for it.
So, because of my location (Durham) the item is unable to be delivered as they rely on a planned run of their own fleet going in that direction but then load the van up with other products so ours cannot fit.
I do have a suspicion as to whether the item even existed as allocated to me.
Shocking organisation and real lack communications made worse by false promises.

They have illegally withheld a refund for an item returned.

I was told the item would take four weeks because of covid. I expected delays and accepted this. I ordered 22 April. I had to chase constantly for updates as they never once proactively contacted me. They told me that they were still advising a 4 week turnaround some 9 weeks after my order was placed, but mine had clearly been messed up.

Eventually, I asked for the item to be cancelled and not delivered. My next call was from the delivery company who had my item - Rattan and Teak still could not be bothered to call me.

The item was ditched in the road - as I am disabled and couldn’t move it, I told them to take it back. I directed Rattan and Teak to their own words - that lesser companies ditch in the road and they would never do that, to be told I’m in Scotland so my service is different ...I know I’m in Scotland, I had an additional charge for the service because I’m in Scotland, at no point of sale did they say that because I was in Scotland, I’d get a worse service. R&T then told me to hire someone to move it, so I stood my ground and told them to take it back.

I then had to chase them for my refund - if they weren’t proactive keeping in touch about my order, I shouldn’t have expected more.,

We agreed my return should not cost more than the £30 shipping fee I was charged to deliver, however out of the £449 value of the item, they have withheld £148 in total - despite their deliver charge being £30. That’s over 20% charge, because they ignored my instruction to cancel.

This is fraudulent withholding of funds and exploits my consumer rights.

It will be taking it further.

Ordered a rattan garden armchair and 80cm Etna cast iron fire pit with stand. Very very pleased with the quality of the products. Delivery was prompt and the company's driver was extremely helpful and pleasant .

May 22nd 2020, Corona Virus Lockdown.
Purchased Azur 2m Metal Oval Garden Dining Table over the phone with Rattan and Teak team who were working from home.
Courier delivered within the specified time.
The quality of the table is very high, extremely sturdy and I can see it lasting for years to come.
Yes I would recommend people to purchase products from this company.

High Quality Product and Great Service.

I ordered a triple bin store, and it arrived in just over a week, during lockdown too, carefully packaged. It is a high quality item, and our neighbours have been admiring it. Highly recommend them.