I placed an order with Off The Grain and unfortunately the experience has been extremely disappointing from start to finish. The first order arrived with splits in the corbels and the overall finish was poor. There were areas of the wood that would have needed to be re-sanded and filled before they were even suitable to use. In my opinion, that simply isnโt acceptable when youโre spending a considerable amount of money on what should be a quality, finished product. I ordered a replacement, which then took over a month to be sorted and dispatched. I was told this was due to staff holidays, which I appreciate can happen, but the delay was still very frustrating. When the replacement finally arrived, I was even more disappointed. The two shelves were completely different colours, and once again there were deep splits in the wood which made what could have been a beautiful product look unfinished and poor quality. The corbels were also nothing like the shape shown in the advertised photographs. They were much more square and, again, did not appear to have been properly sanded or finished. I did speak to the owner after the first order and raised my concerns. However, when the second delivery arrived in poor condition, I was unable to get through as I was told the phone lines were down and the owner was away from the business. I am always happy to support small businesses and genuinely wanted to be pleased with my purchase. Unfortunately, on this occasion I have experienced poor quality products, lengthy delays and very disappointing customer service. Off The Grain, you have handled this situation terribly. The whole experience has been incredibly frustrating, particularly considering the amount of money spent. I would expect a much higher standard of workmanship and customer service for the price.
Narrow Oak Shelf
Pickup available at Brookwoods Industrial Estate
Usually ready in 5+ days
What makes Off the Grain different
Handmade in Yorkshire, using responsibly sourced FSC certified timber, and backed by a lifetime structural guarantee. Built to last, made to feel special in your home.
FAQ
Quick answers to the most common questions.
How long will my order take
Most items are handmade and made to order. The current lead time is shown on the product page. You will also receive progress updates during production and dispatch.
What happens if there is a problem during delivery
If you experience an issue in transit, contact the customer service team and they will help you resolve it.
How do returns work
To start a return, email customer service with your order number and reason. Items must be securely packaged in the original packaging. Return shipping costs are usually paid by the customer, while defective or damaged returns are covered by Off the Grain. Refunds are processed after inspection.
Do you offer click and collect
Yes. Click and collect is available from the workshop and is free. Collection options vary by item size.
Can I get advice on finishes or matching items
Yes. Product and finish guidance is available. If you are unsure about finishes or matching pieces, contact the team and they will advise.
How can I contact customer service
You can reach the team by phone on 01422 887442 or by email at info@offthegrain.co.uk. Phone lines are open Monday to Friday.
Sustainability
We place huge importance on sustainability and consistently look for ways to improve.
Wood is a wonderful, natural material, beautiful to look and great to work with. Here at Off the Grain, we use a wide range of timber to make our furniture. All this timber is responsibly sourced & FSC certified. That means that every piece of wood at Off the Grain is sourced from sustainably managed forests in areas where four trees are planted for everyone used.
We also make sure that all of the Timber supply chain that we work with are licensed and operating legally, so that we are all upholding the very high standards that we pride ourselves on here at Off The Grain.
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