Beaufortdunham Avis 

I’ve ordered a table and have been waiting 16 weeks now - 4 weeks over the lead times mentioned on the home page. I’ve emailed and received no response. Somehow the company seems to think it’s the customers fault for wanting an update on the product they paid fo…really?!? They ask for the customer to be patient which I was up to the lead times they mentioned. After that surely a courtesy email takes less than a minute? I almost feel like irrespective of the product being great when it arrives (will it before summer?) I resent the experience of having to beg for an update.

Nice product but very late delivery. When it did arrive, one item was missing so we had to wait a long time again for the shelf to be re-made and sent out. Communication was very poor. Emails went unanswered and no phone number was available.

Really difficult to rate this company because the customer service experience has been so frustrating; however, when the product did arrive it was packaged with care, beautifully made and of a lovely quality for the price paid. Unfortunately, the turnaround times bear no relation whatsoever to those which were quoted at outset - my parcel arrived 17 weeks from point of order and three weeks after it was dispatched. I eventually resigned myself to not receiving my order - it then turned up 3 days later with no warning from the parcel carrier. I’m happy to wait for a good quality item to be made but need to receive realistic timescales at outset and during production. Oddly, despite the frustrations experienced I would actually buy from them again because, upon reflection, I now know the end product is lovely and well worth the money (compared to the overpriced mass market rubbish available elsewhere) - ultimately, this is the most important factor for me personally.

No goods - no communication.
On 12th August 2023 I ordered 2 bespoke shelves with rails and paid the full amount of £323 by credit card. 3 months on despite emailing I'd heard nothing and had not received my goods. Eventually I sent a recorded letter outlining my concerns. It was signed for by "Covid". I have asked my credit card to investigate and they have reimbursed my money. The website seems to blame the customer for non communication and not delivering on time ( 'If you are unable to be patient, dont order anything') rather than accepting that they seem to have a problem coping with orders, pushing back delivery time, week by week, without notifying the customer.

I ordered a bespoke table on 30th August, at the point of ordering the website said to expect a 7 week lead time which was fair enough. After 10 weeks I emailed and was told it would be another couple of weeks. It’s now been 15 weeks and nothing has arrived yet. Very poor communication and I’m not confident the product will ever arrive. A waste of £220.

Let's start with the good points. The products are great, really well constructed and beautifully finished. We initially ordered a console table to go over a radiator and, later, some corner shelves. When they arrived we were really pleased at the quality of what we had bought and have no issues with what was delivered. Deliveries were really well packaged and arrived unmarked undamaged and in perfect condition.
The issue we had is the whole process between order and delivery. Initially told 4 - 6 weeks for the table it took 18 weeks, and even slightly longer for the shelves. I get that companies get busy and things can take longer than first promised but the central problem with this company is communication which is, frankly, abysmal. They do nothing to update you about the lateness of delivery unless you ask and even then it can be days to get a response. That response usually consisted of a one line email with no apology. They even post messages on their website about preferring to get on with making products rather than constantly answering enquiries. That would be fine if that's what happened. Truth is, they don't answer enquiries and don't get on with building stuff either.
The experience with this company was intensely frustrating and we were literally 24 hours from cancelling when we got a message to say it was out for delivery on a 48 hour service - the 48 hour service arrived nearly 2 weeks later and was explained away that there was an issue with one of the labels!
It gives me no pleasure to write so scathingly about a company with such excellent products and I really hope that they can address some of these significant issues and prosper as a business.
However we will not be ordering from them again.