i bought a rug on 16th November. It said that it would be delivered in 7 to 10 days and estimated delivery time would be November 26th. Once payment had been made I had no correspondence or updates that you expect and that you get with other retailers. Nothing to say the item had been dispatched or had left the warehouse. I called on November 30th and was told someone would investigate and would call me back. Nothing. I called again on the 31st and was told someone would look into it and call me back. I waited and nothing so called again at 5.25 and was told that in fact someone was going to call me even though end of the day on the website says 5.30. I was then told the item was out of stock. 15 days after payment was made to Houseology and after I'd called three times. If you are an online retailer in 2016 I think there are certain levels of customer service and communication that other companies seem to manage. I don't think it's acceptable for a company to take payment but then have no record at all as to whether the item is in stock, has left the warehouse or is in transit or has been delivered. On the whole a poor experience.

It all started with an order for bar stools. Around the day of delivery, we were called by a very kind and well intentioned woman who explained they've just discovered the bar stools were probably used before and aren't in great shape. As these were the only ones in stock, we accepted a 50% discount and chose to take the product. A few weeks later one of the stools broke - the steel shaft supporting the seat simply snapped and the person sitting on it fell and injured himself. As the team was very kind, and we also needed some dining chairs and a matching table, we decided to send the stools back and roll the credit to a new (and much larger) order for chairs + table. The order was placed after much discussion with the team about product, colour and finish. Delivery was due in October, 8 or so weeks later (website said 3 weeks delivery, but no matter). In October we chased them for an ETA, and we were told there are delays with the supplier but were promised a response. The response didn't come as promised, so they were chased again. Around the time of planned delivery, subsequent to chasing, Houseology came back and informed us the table isn't really available, and actually has been discountinued (which didn't stop them from advertising it). The chairs were ordered to match the table, so they're of no use now. So there you have it, a £2,000 order for a bespoke product ... weeks of waiting ... chasing ... discovery that the product doesn't exist. And to think it all started with chairs that shouldn't have been sold - maybe that should have been the clue that this company doesn't know what it's doing. The bottom line is this company has plenty of well intentioned people but no clue, whatsoever, about its stock, products or suppliers. The result is, effectively, a fraudulent service and they shouldn't be in business.

Loved how simple it was to use this website & how friendly the customer service team were! Will definetly be buying from here again Xx

After waiting way past the delivery time, i received an incorrect order. Three weeks after the items were returned and 5 phone calls later i am still awaiting a refund. I am fed up with calling so tomorrow I will be lodging a complaint with paypal and my bank.

Thank you Houseology, there were some problems but these got sorted and I must say it was done with courtesey and good communication.

DO NOT BUY, this company gathers an incompetent customer service staff, IT systems issues that prevent them to access your account, and a seemingly disastrous way of managing processes and logistics. All they do is covering you with an avalanche of promises they can't keep, followed by another avalanche of lies and excuses such as 'IT systems are down', or 'they've changed warehouse so they can't know'. Long story short: a 3-week wait period for an item that does not ship on the expected date. They don't even bother to write a notice email. After a 1-hour wait on the chat (the rep. was repeating I won't make you wait much longer, as you can see, another un-kept promise among so many) just to hear that they will, not only, NOT ship on the shipping day, but also without even bother giving a alternate shipping date. Shall I have not asked, I could have waited weeks thinking the parcel is on the way to me.

I bought an expensive Tom Dixon pendant / ceiling lamp worth 300GBP for them to ship to Tokyo, Japan. Without any prior notice, 2 weeks after my order, (yes they're that slow to replenish their stocks) they then tell me that they will ship the shade only i.e. the lamp without the fittings because their lighting dpt. won't let them ship fittings that do not fit anything else than the UK standards. This was written nowhere when passing an international order. Now the only solution they found out was to refund me 10GBP, i.e.3% of the lamp cost, whereas this spare part is probably retail-valued at 100GBP, whenever I'm going to ask Tom Dixon to bill me for this spare part, I doubt they will sell it to me for 10GBP. All the other creative alternatives I proposed were turned off, even though this was their fault not to communicate on this disappointing surprise. Their customer service is lame, they are very rigid and will not consider anything except what suits them best even though they're 100% faulty in the process. One of the worst customer service i ever had to deal with.

I purchased a product from Houseology in the 1st March 2016. By the 25th March, I contacted the company as the order was still "processing" in their system. By the 4th April, was advised they now had a customs paperwork issue and would ship as soon as possible. So far so good.... By the 12th April the courier company was advised by Houseology to return the product back to them. Houseology had promised to look into the matter and respond. It is now 2nd May. I have emailed customer service a further 3 times, without the courtesy of a response. I have purchased many products off the internet, but have never had this level of poor customer service. Please avoid this company if you expect the product you paid for to be delivered or expect the company to work through any problems poor, poor customer service.

We bought a large tv bureau from houseology & had some reservations as it was an expensive item but we needn't have worried. The customer service team we so reassuring & put our minds at rest that if it wasn't suitable we could return. When the bureau promptly arrived 3 weeks later the white glove service was fantastic, polite , efficient & they took care of the packaging. Just brilliant, we'll definitely be buying from houseology again. 5 stars.

I purchased a PR Home Tri Floor lamp, it arrived well packaged and easy to assemble. I love the design and style of the lamp. Customer service was really helpful and they answered the questions I had regarding delivery options promptly.

Love this site and I love my new leather side tables... absolutely stunning! Have been looking around for something bit different and found them on Houseology. Fast and efficent customer service and super choice! Will definately be back.

Really pleased with these two lamps which I bought as bedside lamps. They're a great size, lovely finish & look really stylish. The detailing is great. Have bought from Houseology a number of times. Efficient service, great products, excellent delivery. Wouldn't hesitate to use them again. Love the online 'live chat' service - Tracey in Customer Service was really helpful when I was enquiring about delivery options during this purchase . Well done Houseology!

If you cherish good Customer Service, then this company isn't for you! I have now lost count at the number of times I have emailed to have a faulty wall clock exchanged! I have spoken to their customer service department which have fobbed me off with.... "we'll speak to the manufacturer". That's no good, I bought the clock from Houseology NOT Newgate Clocks! So, after suggesting that they simply dispatch a replacement and then I return the Faulty one we got a green light! However, the courier wouldn't wait for the item to be swapped over. So, refused to deliver it and returned the replacement clock back to Houseology! Brilliant!...... NOT! So, more email dialogue where I am then told to destroy the clock and thanks for using Houseology! erm.... what about the replacement clock?? or refund in that case?? so, back to more email correspondence. I think you get the basic idea that I am now writing this a month later basically because I dont have either a replacement clock or a refund! Thankfully the purchase is covered by my credit card provider who will ultimately charge the whole sorry saga back to Houseology. Their loss! Glad I only spent £95. Good luck to anyone about to part with a few thousand!

Purchased an item with a 2 week lead time and it still hadn't arrived after a 4 week wait. No-one from the company contacted me to advise of a delay nor was any update posted in 'my account' area. It wasn't until I started chasing them that I was told they would look into it and even then, I then had to follow emails with phone calls before eventually being told that they didn't know when they would have the item in stock - funny that because I found I could buy the exact same item from Amazon with a zero lead time! So I was given the option to cancel with the promise of an immediate refund in full of the money paid, and I'm still waiting for that - I used PayPal for the purchase, so there's no excuse that there will be a delay like there may be with credit card transactions as PayPal notify you immediately when a refund is actioned!