Outlethouse 

Antwoord van Outlethouse

26 jul 2026

Thank you very much for taking the time to share your positive experience with Outlet House.

We really do appreciate your support and hope you enjoy your furniture for many years to come.

Antwoord van Outlethouse

16 jul 2026

As a business dedicated to rescuing and rehoming furniture that would otherwise go to waste, our model is very different from conventional retail.

Every order relies on carefully sourcing, sorting, cleaning and matching reclaimed pieces, together with specialist delivery handling and naturally there can be variations that are outside of our direct control.

During a period of wider operational change, we took the difficult decision to proactively cancel a very small number of orders whilst continuing to fulfil those we remained confident could be completed.

Rather than continue asking customers to wait, we believed it was more responsible to contact affected customers directly and cancel their order where applicable.

Whilst we appreciate this was disappointing, we firmly believe it was the right decision.

Information regarding these operational changes was shared through both our customer communications and on our website throughout this period. Refunds are processed via our third-party payment provider and can take up to 21 working days to appear, depending on the customer's bank, as communicated throughout the process.

As a small family business, we're continually working to improve the experience we provide while staying true to the sustainable principles on which the business stands for.

We're incredibly grateful to those customers who have supported us with patience and understanding throughout this period of change.

Antwoord van Outlethouse

15 jul 2026

As outlined on our website and within our customer communications, Outlet House is currently going through a period of operational change.

During this time, we've made the difficult decision to cancel a small number of orders while we focus on fulfilling those we are able to continue servicing and complete these changes behind the scenes.

Rather than continue extending lead times, we felt it was more responsible to proactively contact affected customers and issue refunds.

Any applicable refunds are processed via our third party payment provider and can take up to 21 working days to appear, depending on the customer's bank, although they are often received much sooner.

We're incredibly grateful to those customers who have supported us with patience and understanding throughout this period of change.

Antwoord van Outlethouse

14 jul 2026

As outlined on our website and within our customer communications, Outlet House is currently going through a period of operational change.

During this time, we've made the difficult decision to cancel a small number of orders while we focus on fulfilling those we are able to continue servicing and complete these changes behind the scenes.

Any applicable refunds are processed via our third party payment provider and can take up to 21 working days to appear, depending on the customer's bank, although they are often received much sooner.

We appreciate everyone's patience and understanding during this period.

Antwoord van Outlethouse

6 jul 2026

We appreciate you taking the time to leave your feedback and would like to add some context for anyone reading.

Where an order has been cancelled, a full refund is processed back to the original payment method. Once a refund has been submitted, the return of funds is handled by our third-party payment provider and the customer's card issuer and we don't have the ability to manually intervene in that process.

If a customer experiences any delay in receiving a refund, we would always recommend contacting their card provider, who is able to trace the transaction and advise on the quickest route to recovering the funds where appropriate.

Antwoord van Outlethouse

2 jul 2026

We have just recently started inviting some existing customers to share their experience, as we recognise how valuable genuine customer feedback can be for those considering purchasing from us.

Thank you very much for taking the time to share your positive experience with Outlet House.

We really do appreciate your support and hope you enjoy your furniture for many years to come.

Antwoord van Outlethouse

2 jul 2026

We appreciate you taking the time to leave your feedback and would like to add some context for anyone reading.

As outlined on our website, every order is individually sourced from reclaimed furniture rather than selected from warehouse stock.

Over recent months, we've experienced an unusually inconsistent flow of suitable reclaimed furniture coming into our sorting facility.

Whilst the volume of furniture entering the reuse market naturally fluctuates throughout the year, the more significant challenge has been that a higher proportion of pieces simply haven't met the quality or matching standards we require for our customers.

Because we don't manufacture furniture or control what becomes available for reuse, there are unfortunately occasions where, despite continually sourcing and sorting incoming batches, we can't confidently complete every order within a timeframe we feel is fair to continue asking a customer to wait.

Where this is the case, and having reviewed the batches due to arrive over the coming weeks, we believe it is fairer to proactively cancel the order and issue a full refund so the customer is free to purchase elsewhere rather than continue providing uncertain delivery estimates.

We believe a proactive refund is a fairer and more transparent approach than continuing to ask customers to wait longer.

Refunds are processed immediately back to the original payment method following cancellation, although the time taken to appear can vary depending on the payment provider.

If a refund has not yet appeared, we are always happy to investigate this directly.

We remain committed to communicating openly with customers and making what we believe is the fairest decision whenever circumstances like these occasionally arise.

Whilst our approach differs from traditional retail, we remain committed to continually improving the experience without compromising the sustainable principles that define Outlet House.

Antwoord van Outlethouse

1 jul 2026

We understand concerns like this and want to add some important context for anyone reading.

As outlined on our website, every order is individually sourced from reclaimed furniture rather than selected from warehouse stock.

Whilst we always do our best to accommodate customer preferences, the nature of working with one-off, pre-loved pieces means that, on occasion, the right combination or pieces do not become available within a timeframe we feel is fair to continue asking a customer to wait.

Where this is the case and with foresight of the batches we have due to receive over the coming weeks, we believe it is fairer to proactively cancel the order and issue a full refund so the customer can look elsewhere.

Behind the scenes, we are continually sourcing, sorting and matching reclaimed furniture, whilst also working to expand our supply network so that even more quality pieces can be rescued and rehomed.

The vast majority of orders are successfully fulfilled, however, because every piece is unique, there will occasionally be situations where we feel a full refund is the fairest outcome rather than continuing to ask a customer to wait.

We appreciate your comments regarding our customer service and for acknowledging that Outlet House is certainly a genuine business.

Whilst we're sorry we couldn't provide the outcome you had hoped for, we remain committed to communicating openly with customers and making what we believe is the fairest decision whenever circumstances like these occasionally arise.

Antwoord van Outlethouse

23 jun 2026

Outlet House is a small, family run business built around sourcing and rehoming pre-loved tables and chairs. Every order is individually sourced, sorted, matched, cleaned and prepared by hand rather than taken from mass-produced stock, which means our process is naturally different to traditional retail and can sometimes take longer than customers may initially expect.

A large part of our work also involves sorting through and relocating additional furniture pieces that do not meet standards or aren't quite right for our customers, which is an important part of our sustainable approach and an often unseen part of what we do behind the scenes.

Longer lead times are a direct reflection of the way we work and as demand changes our lead times are updated openly on our website.

We have successfully rehomed thousands of tables and chairs and continue to fulfil orders on an ongoing basis. Where customers decide the wait is no longer right for them, orders are cancelled and refunds are issued accordingly.

Our social media presence has evolved alongside the business over many years. Whilst our focus has always been pre-loved furniture, our earlier content included a larger refurbishment element which is no longer a core part of what we offer today. As our services evolved, our content evolved too and some older content has been removed to ensure our platforms accurately reflect the services we currently provide. Our Instagram community has been built organically since 2017 and continues to consist of entirely genuine customers, followers and supporters who share our interest in sustainable interiors.

Like many small businesses, our priorities have naturally shifted over time.

Today, far more of our time is spent sourcing, preparing and fulfilling orders rather than creating content or actively managing social media engagement.

Any small business owner will know that the online landscape has changed considerably since we first began building our community in 2017.

Whilst social media remains an important part of modern day business, maintaining a strong online presence increasingly requires significant time, resources and advertising investment.

As we have grown, we have consciously chosen to prioritise the work behind the scenes and the customer experience, whilst continuing to share our story as authentically as possible.

Similarly, public review platforms represent only a small snapshot of any business and we have chosen not to focus our time on actively encouraging reviews or managing an online reputation strategy.

If we did choose to make public reviews a core part of our business, the picture presented online would undoubtedly look very different.

The use of words such as "scam" to describe what we do is simply inaccurate. We are a genuine business with an established website, a long-standing social media presence, a very dedicated small team and thousands of successfully completed orders.

Whilst we cannot publicly discuss the finer details of individual customer matters here, we can say that concerns raised directly with us are always addressed and resolved through the appropriate channels wherever possible.

A small number of public reviews will not always represent the full picture of the many successful orders, happy customers and completed deliveries happening every week, the vast majority of which simply go on to enjoy their furniture without ever leaving a public review at all.

Our focus remains thoughtfully sourcing sustainable furniture, preventing it from ending up in landfills and communicating openly with customers as we continue to operate as transparently and sustainably as possible.

Antwoord van Outlethouse

Geüpdatet op 1 jul 2026

Thank you for taking the time to share your positive experience with Outlet House.

We really do appreciate your support and hope you enjoy your furniture for many years to come.

Antwoord van Outlethouse

15 apr 2026

We understand concerns like this and want to add some important context for anyone reading.

Outlet House is a small, family-run business working with pre-loved furniture, where every order is sourced, sorted and matched by hand.

Over the past few years, we’ve successfully rehomed over 30,000 chairs and 9,000 tables, preventing them from ending up in landfill.

Representing a very high volume of completed orders.

Over many years we have not historically operated on public review platforms and this profile was not set up by us.

Our approach has instead always been to focus on explaining our process clearly and working directly with customers.

A small number of recent reviews can therefore give a misleading impression when viewed without that wider context.

We also don’t actively request or prompt customers to leave public reviews and will continue to take that approach.

Our focus remains on the work itself and direct communication with customers, rather than building a system around public review collection.

As a result, positive experiences are far less likely to be reflected here compared to businesses that actively build review requests into their process.

We do hold a large volume of stock at any one time, however it consists of individual pre-loved pieces rather than fixed, pre-prepared sets like those found in mainstream retail.

Orders are fulfilled by sorting, matching and grouping suitable pieces from what is available as batches come through. These can all vary in size, condition and detail.

This means that while some orders can be completed very quickly from existing stock, others can take longer depending on how pieces can be matched into the specific quantities required at that time.

Our lead times are therefore given as estimates and can occasionally extend and we update customers directly and our website where this happens.

We continue to fulfil a large volume of orders on an ongoing basis, the vast majority without issue.

Where customers decide not to continue waiting, we arrange for orders to be cancelled and refunded accordingly.

This way of working won’t suit everyone but it is a more considered and sustainable alternative to fast, mass-produced furniture and something we remain committed to.

Antwoord van Outlethouse

11 apr 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.

Antwoord van Outlethouse

11 apr 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.

Antwoord van Outlethouse

11 apr 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.

Antwoord van Outlethouse

11 apr 2026

We understand concerns like this and want to clarify a few key points for anyone reading.

Outlet House is a small, family run business and we work very differently to traditional retail. Every order is sourced, sorted and matched by hand from pre-loved pieces, many of which are heading to landfill unnecessarily which means timings can vary depending on what comes through our batches in terms of condition and variability.

We are clear on our website that lead times can sometimes extend beyond initial estimates and where this happens customers are updated directly. We also update our website accordingly and now provide clearer month by month delivery guidance for new orders.

We do respond to customer emails and all communication is handled personally.

We don’t use automated systems or third-party customer service.

If a customer decides not to continue waiting, we will always cancel the order and issue a full refund.

In the rare event that something arrives damaged, replacements are arranged or items are collected and refunded.

We fulfil a large volume of orders on an ongoing basis, the majority of which are completed without issue and while we don’t actively request public reviews, we do deal with all feedback directly with our customers.

As with many businesses, public reviews don't always reflect the full picture of day to day orders and customer interaction.

This way of shopping won’t be for everyone but it is a more considered and sustainable alternative to fast furniture, which we are proud to be part of and we value every customer who chooses to support the way we work.

The suggestion that our business is a “scam” is not an accurate reflection of how we operate or the volume of orders we fulfil and we will always continue to operate openly and transparently.