Offthegrain Bewertungen 

Don’t bother calling, it will ring four times and then go to an automated message telling you they are far to small to answer the telephone, and to email them instead. Be aware that if you do email them, it’ll be days before you get a response and it’ll be wrong. Waiting for an order placed in July which has not arrived, in the meantime I’ve been given differing information from different people and a replacement was allegedly going to be sent for which I was allegedly again to receive tracking information for. Neither have been forthcoming. No shelf. No tracking. No further response to my follow up emails.

It’s too bad because I had a different order from them which was fine and the quality is great. Unfortunately this experience has severely soured my confidence in this company entirely.

We ordered a mantel shelf and corbels for our fireplace, it was made exactly as we discussed and is a beautiful piece of solid wood. The whole process was smooth, informed and efficient.

We bought a coat hook from off the grain. The Item received looked nothing like what was advertised and was extremely bad quality, so so bad.

On closer inspection the photos on the website are AI generated.

The refund was too hard to get, taking multiple phone calls and emails and negotiations with off the grain staff which was bonkers considering the situation. It took over a month to get the refund.

5 star service
We visited the showroom today for an Oak mantle piece, we was shown all our options and given advice and was made one to suit within 30 minutes.
Fantastic service would definitely recommend 🤩
Thank you

Bought a window fascia beam via the B&Q website, unfortunately it arrived completely bowed and distorted and will not sit flush to the wall as it is designed to. It also only came with two fixtures, despite needing three.
Received a follow up text message from the owner 'Dom' so responded with photographs and expressed my disappointment at the condition of the beam. I was told to forward the photographs and order details on to a customer support email contact. Had no response to my email so contacted Dom again only to be directed to customer support again (suggested my email may be in a junk folder) and not surprisingly I've heard nothing since.
Just really disappointing service and customer support from Off The Grain.
I honestly do not understand the point of a follow up text message if any issues are then ignored or disregarded.
Not a cheap purchase by any means and judging by other reviews, also not the only customer to be really disappointed by this company.

The coats hangers we purchased from Off The Grain are beautiful, good quality, exceed our expectations. The wood and the craft are with high standard, very happy with the products.

Very pleased with my coat hanger rack in solid oak from 'Off the Grain', its a lovely piece of wood. The online shopping could not have been easier and the item was delivered within the stated delivery period, with regular progress updates to keep me informed.
A happy customer 👍
Martyn

DO NOT BUY FROM THIS SCAM COMPANY!! I ordered a beam in July 2025 and returned it at my own cost £30 as it had to be collected and they will not send me my refund, I have been chasing my refund since last year. They kept saying it was being processed, I chased again the other week and they offered me store credit? So they obviously never processed the refund at any point, they are now ignoring me, not answering any emails or calls.

Off the grain product was very high quality timber, well crafted and finish looks great 👍

The item took a little while to arrive and I did have to email them to chase. But it arrived really well packaged and beautifully made. It was exactly what I needed. I’m very happy with my wooden shelf. It would be 5 stars if not for the delay in delivery. Thanks Dom.

Item arrived and it was exactly what we wanted really good quality

Loads of updates throughout the process, UK based small firm, handmade items, great quality wood and finishes, would absolutely shop from offthegrain again. As a side note, I'm not sure why but the coat hanger I bought smelled amazing out of the box!

We bought a lovely coat rack with shelf from these guys. The quality of the item is beautiful, and it was lovely to hear that it was being made to order - it makes it all the more special. The customer service was top class, receiving emails to explain that our item was being made, and when it was finished, followed up by a text from Dom once it had arrived, to check we were happy with it. Will deffo use Off the Grain again :-)

Avoid at all cost! We were left £355 out of pocket. Very very poor customer service, lower quality finish and much more expensive than panels for sale in house at B&Q.

We placed an order for panelling for our bathroom through the B&Q website on 3 individual purchase orders. We received the first order as expected so we painted them and fixed them to the wall, the next two orders never turned up despite continual broken promises from the supplier that the panels would be delivered (and a total of~5 hours on the phone chasing up on several different occasions). The supplier constantly said that the panels would arrive in the coming days... they never did. This meant the plumbers fitting our bathroom had to go to another job for over a week leaving us in a worksite with no sink upstairs.

Eventually, we gave up waiting and went into B&Q to see what they had so we could finish the work. They sold panels at £30 per panel with a far better finish than the £70 per panel from off the grain.

Unfortunately, the extra work cost us half a days labour (£200) and, of course, off the grain refused to refund the panels we had to rip off the wall (£155). They had no problem refunding the rest because they obviously hadn't left the warehouse yet (although they had promised that they were just about to be delivered...again...).

Exceptionally poor service. The mantle I've ordered is now 3 weeks overdue. Customer service has been very poor and not pro active. They replied to my delivery query at first but now they are not replying to my email and phone line just claims they are unavailable and cuts off. I have reported the company to my bank for non receipt of goods and for a refund. Off the Grains lack of action and no phone contact makes me believe they are having trading difficulties or are in the brink of collapse.

Mantel arrived well packaged, great colour, great product! Very very happy, finishes off my new project perfectly!
My only whine is the fittings supplied weren’t reliable enough

Quality product. Came well packaged.
Very happy with the beam. Looks incredible above my fireplace.

Ordered oak coat hook shelf! Excellent quality and looked exactly like shown on website! Would definitely order again and highly recommend to family & friends

I have bought from this site twice now and received excellent customer service both times. The quality of the product has been excellent and very consistent and I woupd definitely recommend.

Off the Grain were amazing from start to finish. We needed a mantle beam for our fireplace I ordered and then got a message to say our new sofa was coming earlier than expected and Dom rushed through our order to get it here so we could get work completed before the sofa arriving. Great communication, great price and great customer service