Offthegrain Reviews 497

I ordered from Off the Grain through B&Q on 9th March and the whole experience has been incredibly frustrating from start to finish.

I received tracking information on 20th March, but it never updated after that. Trying to get any help from customer service was almost impossible — they are practically non-existent. When I did get a response, they kept saying they’re a “small company” and that it’s important to them, which honestly just felt like an excuse rather than any real help.

They initially claimed that Parcel Force hadn’t scanned the item and that it must be lost. However, after weeks of trying to call them and getting little help, the original tracking suddenly updated to say it had been collected from them on 14th April when they had claimed to send out new shelves.

The item finally arrived on 16th April, over a month after ordering, but it was incomplete — the fittings that are meant to be included were missing. I contacted them immediately and was told replacements had been sent out that same day.

It’s now 25th April and the fittings still haven’t arrived. I’m left with two unusable pieces of wood sitting in my house.

I’ve tried calling again, only to hear a message saying it’s their “Christmas period” and they’re very busy… in April. That pretty much sums up the level of organisation.

Overall, this company has been a complete nightmare to deal with. Delays, poor communication, and what feels like constant excuses and misinformation. I wouldn’t recommend them to anyone.

Excellent good quality product. Having bought the coat hanger made of solid oak, very pleased with the company.
Thoroughly recommend this to everyone.

Excellent all round. very pleased with product, price and comms.. thanks
.

Ordered 2 made to measure solid oak shelves - beautiful quality, very solid fixings. Good communication, would recommend this company and will most likely use again. Thanks Dom!

Just received a beautifully hand made oak shelf in the style we were looking for to fit in our new kitchen.
Great quality and made to order.
Happy to support this small business.

Order number: 30175
Terrible experience with this company. I ordered a coat rack and after 4 weeks I was still waiting. After several phones
calls they told me their IT system was playing up and it would be with me the following week.
It never arrived.
Six weeks went by and I was then told I would receive a replica coat rack that was a few years old and had been used at the Yorkshire Show. I then requested a refund as I wanted the new one I had paid for.
After 8 weeks I finally received a refund. The guy answering the phone was called Yian and blocked my number even though I remained polite.
It’s a shame as I was looking forward to my coat rack, but will order from a more reputable company.

The shelf i ordered is lovely..good quality and looks beautiful fitted in my bedroom !
Was nice to be get a message to see if i was happy rather than assume i would get in contact if there was a problem..would definitely use this company again

We recently bought a coat rack (with a top shelf) and we’re very happy with this. It was very easy to mount on the wall and it looks great, the design is simple but very beautiful and timeless.

Wanted a wooden mantal to frame my wood burner and ordered from Offthegrain. Very pleased with product, solid wood with natural grain and looks perfect, would buy again!
Thanks All 😀

Bought a fire mantle from here and it looks gorgeous, has really set the room off. Good quality and came in the time frame expected

Really lovely, high quality shelves and great communication / personal service from Dom. Would definitely recommend Offthegrain.

The handmade coat rail is perfect and matches our wooden doors. Very satisfied with the service.

Great company and efficient service. Happy with everything

I purchased the Oak Floating Shelves – Pack of 2 × 1 30cm / Heritage Wax - looks beautiful with our oak furniture in the bedroom. One piece with a beautiful knot and the other classic smooth. Much easier than the faff of sourcing oak, sanding, etc. Would recommend disclosing that this is an oiled rather than varnished finish so will need a coaster for coffee mugs or perhaps offering a varnished finish, oiled finish or unfinished option for a wood expert (not me!)

Beautiful craftsmanship.
Absolutely love our shelf, highly recommend.
Would purchase from them again. Keep up the good work.
Carly x

I bought a coat rack over 5 years ago which has really lasted beautifully and is excellent quality. A couple of the hooks have warped a bit as we've overloaded it with heavy coats but I have been able to order a couple of replacements at a very reasonable price which arrived very quickly!

Our coffee table took 7 weeks to arrive (was advised 2-3 weeks at checkout). It arrived with a design fault that meant it could not be assembled without modification.

Countless back and forth emails and calls eventually got us a partial refund of 30% in order for me to modify the table myself. I'm not happy with the product, it has dark wax clumps around the corners where wax has dried without care. The structure of the table is poor; leg joints with internal bracings and no dowels create sideways wobble and there are no pilot holes drilled in the legs and the bottom shelf.

We ordered this table on the 1st February and I write this review after recieving the 30% partial refund on the 17th April. Trying to communicate and solve the problem with this company was exhausting, and has left me with a product that I do not like and will need further modification in the future.

I ordered from this company to support a small business, but wish I had chosen differently.

Looking for a new coat rack for my hall and not wanting a mass produced or painted one, I came across Off The Grain. Being the daughter of an architectural cabinet maker, I appreciate good wood and workmanship. I am delighted with my choice of finished Oak and would not hesitate to recommend this Yorkshire firm. Item delivered well packaged and quality matched expectations.

Appalling service. Lots of communication back and forth … Promised delivery dates and nothing arrived.
Poor communication from the company.
Denied refund as it has been apparently dispatched (Tracking the product it states expecting item)
Ordered via BnQ on behalf of this seller … BnQ finally refunded the money after numerous phone calls from myself highlighting order time (expected and guaranteed) still no show.

*****Update********* 15/04/26
Trust Pilot sent me an email post submitting my review asking that this company requested more details
So I did …. Name …. Email…. Phone number.
I am appalled at the response I got back off this company.
I was sent a text message of Dominic requesting that he was sorry for my experience but would send me a free item if I removed this comment off Trust Pilot ..
I refused and said I would not except free goods and my review I wrote on Trust Pilot was based on my feelings of how disappointing it all was. He responded many times (Dominic) and kept asking me to remove this comment from here …
His messages were very focused on this comment being removed from here and not the product as it should of been.
I felt very bullied and harassed by this man and told him
All messages I am sending to BnQ as this is not how you do business
He has even asked me not to send them to BnQ for review as he a small business of 4 and relys on this income from them. States is now ashamed of how he responded to me.
I am appalled over it all.

**** Update****** 15/04/26 at 13.00pm
I strong disagree with the reply left by this company but I am satisfied it is in the hands of BnQ.
They have all correspondence from this company and myself. So the bare face lies in this reply BnQ will see for themselves.
I have done the right thing and reported it as I don’t want anyone to have to be intimidated and harassed to remove my opinion of service from this company on here.
Yesterday I asked this company to not contact me again and I have just received a message from them asking me did I wish to resolve this by a phone call from them.
Absolutely not!!
I have my refund kindly via BnQ. There customer service was excellent and they made their own decision to refund me based on the communication from this company (poor) and my dis satisfaction.

If I could copy and paste the messages from yesterday from yourselves to myself and vice versa to Trust Pilot I would. Your response is shocking and corrupt.
Shame on you

25/04/26
Trying to leave a review on BnQ …. However this company has to approve it. (Secure network)
My honest opinion is being denied …..
BnQ gave acknowledged they are having difficulties with this company and investigating.
Thank you BnQ

Very poor service. My item was never received, no refund was given, and every shipping deadline promised to me was missed. I was repeatedly told when my order would be sent, but none of those dates were met. Now, instead of resolving the issue, they are simply ignoring my messages. This has been extremely frustrating and unprofessional. I would not recommend this company to anyone.