Rattan Hut Reviews 

Order for garden furniture took longing than advertised on unpacking the flat packed items ,I found marks on steel work and rusting all ready taking place on metal parts the quality was poor
photo evidence implemented and refund and collection requested now over 4 weeks from first complaint and nothing actioned by rattan hut even through they should and advertise 14 hassle free return policy!!
no reply to email, phone never answered multiply messages left never returned and the chat while communicating gives you the same apologetic answers and no result
trading standards and credit card now involved
AVOID AT ALL COSTS !!!!!

Communication during the purchase process was a bit slow, but otherwise OK
When the delivery arrived it was on a pallet and I was unable to inspect individual boxes before the driver left, so it wasn't until later that I noticed the one of the 8 modular pieces had been supplied in the wrong colour.
This was over 3 weeks ago. Since then I have tried to contact them on numerous occasions by e-mail, telephone and online chat. Each time I am given a message that "our friendly and helpful team" will get back to me soon. They don't.

Communication was not the best at first and a few payment issues. Delivery was quite a wait but when it came all fine. Easy to assemble (but time consuming). Once built it is good quality and most importantly all the parts etc. were there. Fire pit excellent and works well and doesn’t use too much gas. The furniture completes my garden nicely and I would reccomend this company.

The seating set is fantastic. Great when we have the family round.

I purchased the Cheltenham aluminium 10 seater sofa set with firepit and egg chair 4th August 2025 costing £2,200. I was initially delighted however i noticed that the covers started to split after just a few months. As it was well within the guarantee period on June 9th 2026 i wrote an email so say that 4 of the 6 covers had badly split leaving the suite open to the elements. I supplied clear photos and followed this up with a phone call the following week where i was told that someone would be in touch within 48 hours. No one contacted me so sent a second email to chase this. A month later on 10th July i sent a further email and 5/6 calls and have still heard nothing in way of a response. This has now been over 6 weeks and now a 5th cover has torn and seat cushions are getting damaged. The quality is very poor and the customer service is non existent. Don't but from Rattan Hut. I have now been left with no option but to contact trading standards

I purchased my furniture(Cheltenham set) last winter. As you can appreciate its only the last couple of weeks we have been able to use it. I contantacted tbe company on numerous occasions informing them that paint has faded on the Cheltenham set table. I have yet to receive a phone call from the company to discuss. Very dissapointed.

Over the last week I have left several phone messages and sent several emails. The phone calls invite a message to which they say they WILL respond. They don't. The emails generate an auto response saying that the team is working 'diligently' to provide a response and invite you to open an online chat. That 'chat' is with a bot generated by tawk.to. which produces a vacuous word salad and gets you nowhere. If I could give a negative score I would. Hopeless.

I placed my order in April, paid a deposit, no warning at time of ordering that lead time could be 4 months! I paid in full 5 weeks ago against a mail assuring me my order was being despatched that week, still haven’t received anything, despite many attempts to contact them. They have my money! Are they a legitimate company?

After receiving my Items in March, I'm still awaiting my egg chair and ottoman as promised when placing the deposit in summer last year. I have emailed across multiple times with only a few reply's chasing the items since my delivery. Now they are not even replying to my emails asking when the missing items will be delivered. I have used this company before for the same furniture and they was quite responsive and had no issues. I will not be ordering anything from them again.

Disgusting customer service - after getting a partial delivery I've had no response to calls (voicemails as no-one answers the phone) or emails. The chat function promises updates within 24/48 hours but no response is received. They don't appear to be concerned about bad reviews - once you have paid for the product you are forgotten about. I'm still waiting on cover set for seats and Egg chair. From reading other reviews, I shouldn't be surprised by this but surely they are under contract to deliver/respond to after sales requests?!

Placing order was quick and easy, delivery updates throughout process. Very happy with purchase love the set we ordered. Would totally recommend ordering with Rattan hut

I ordered the 10 seater cheltenham sofa set in April, which came with the rain covers. Unfortunately the rain covers never turned up. I emailed and someone came back to me within 24 hours to say they would send me the covers for the two 3 seater sofas but that the covers for the 2 seater sofas were out of stock until mid-June. Mid-June came and went and I got no update. I have subsequently chased several times on email and now get no response. I therefore resorted to their chat service and on multiple occasions I have been told they will get the warehouse to urgently update me and then I hear nothing. I am now in mid July, still without covers or an update as to when I might receive the covers and everytime after we use the sofas we have to take the cushions off and store them indoors, which is a pain. Meanwhile the frames of the two 2 seater sofas are getting pelted with bird faeces on a daily basis and slowly getting ruined.

Saldy whilst the furniture seems good quality, the customer service of this company is absolutely atrocious and such I have to strongly recommend people avoid them like the plague.

I bought a garden furniture set last year which I was conned on because I never received the supposed free egg chair and covers. I have now attempted to buy the covers (purchase 27 April) and am still awaiting. They are quick enough to take your money but then there is no communication via their AI webchat, phone calls never answered and messages by phone and email ignored. Disgusting after purchase customer care. I would never buy anything from this company again which is a shame because when the chairs originally arrived I was pleased with quality. They have constantly let me down since and I am still awaiting covers almost 3 months later. I hope they will give me interest on my money that they have had all this time! Do not buy from them

Beautiful Product, unacceptable Service, from a team that either doesn’t care or are totally oblivious to how bad their customer service delivery really is. The pre-sales experience is strong, with a great website, but once the purchase is made, there is a noticeable disconnect between the seller and buyer, also on the promise of delivery and the reality of delivery. On checkout you will notice a delivery estimate, this is the “hook” make a note of this because your delivery time will be much longer, this is where the problems begin. There is very little or no communication from the company after purchase, which leaves you in limbo up until you realise that the checkout delivery estimate is “pie in the sky” and delivery is much further down the line. You will either telephone with your enquiry and not get through or you will send an email, which will not get answered. The best option is to contact them through their chat. As the chat goes on you will notice words that comfort you, make promises to chase up your order and will be in touch, this is all part of the stalling process. When you finally receive your order you will never hear from them
again or fill in a survey that tells them
how badly they have done. If you want the full headache of buying on-line, and chasing your goods or money, these are the people you should buy from. I have reluctantly given them one star purely based on the quality of the furniture, which is high end. Personally I won’t be wasting any more of my time or money on this company, they are in the rear view mirror for eternity. I would also never endorse a company that treats their customers with contempt.

Purchased a sofa and was missing the small screws for fixing.
Tried reaching out, no reply!
Can’t build it and enjoy in the perfect timing?

⭐ 1 Star – Very disappointing experience with Rattan Hut

I placed an order with Rattan Hut and paid a deposit of £185. After taking my payment, I did not receive a proper order confirmation or an invoice showing the details of my purchase.

I have tried contacting customer service several times, but I have not received a clear response or any proper update about my order.

A company should provide customers with confirmation, invoices, and clear communication after taking payment. Unfortunately, my experience so far has been very frustrating and disappointing.

I am sharing my personal experience so other customers are aware and make sure they receive all order documents and payment information before committing their money.

I hope Rattan Hut improves its communication and customer service.

UPDATE: it is now 28/07 and I am still being ignored. The egg chair cover has not been dispatched & they are not dealing with the damaged, faulty & missing parts. I have asked for a refund & that has also been ignored.

10/07 Awful company! Set arrived with defective and missing parts over a week ago but I still haven’t been able to contact them (despite emails, web chats & phone calls). I also ordered and paid for an egg chair cover that I haven’t had any communication about.

Website says their friendly team is waiting to help but web chats and the one person that returned my call have just told me to email. Emails are ignored.

Don’t waste your money!

I bought a 10 seater outdoor sofa set with a fire pit that was delivered mid April. The communication was poor from the start. When the furniture arrived 2 of the cushions were damaged. I reported this at the time. Again very poor communication and customer service non existent. To date 9th July I have still not received the replacement covers despite multiple calls and emails. Spending over £2500 you would expect better!!! I would certainly never use this company again and would advise others to look elsewhere for better quality and service.

I ordered the Cheltenham garden furniture - it took ages to get delivered and had to chase up - phone lines were never answered so had to do this via email - eventually arrived however the cover didn't arrive - I am still chasing them up after a few months and haven't had a reply or offer to send it

Bought the Cheltenham 8 seat set in May for mid-June delivery.

Set come without the table, despite being in the picture. My mistake potentially, so contacted them same day asking to purchase the table.

Two weeks later and no payment link to purchase the table, despite several calls, live chats and emails. Almost like they don’t want my money?!

Cover never arrived either, again, no response to my queries.

Regret buying from this company!!