RattanWarehouse review: Still waiting for my refund ( 1 comment)

STILL WAITING FOR MY REFUND!

Very poor customer service and misleading promises from Lewis Tregent and Rattan Warehouse.

I ordered the Massachusetts rattan furniture set because I was specifically told it came ready-built, as it was ex-warehouse stock. I was told on three occasions via live chat that all ex-warehouse stock is prebuilt. That was the entire reason I purchased from this company. I could have ordered elsewhere for quicker.

The furniture arrived on 15th May 2026 and it arrived later than advertised on the website. The pallet was enormous, and the driver left before I had chance to fully inspect or open everything.

When I started unboxing it, I discovered the furniture was completely flat-packed. There were also no instructions, no bolts and no fixings included anywhere in the boxes for the chairs.

I contacted the Rattan Warehouse immediately and dealt with Lewis Tregent. To be fair, the actual furniture itself is very nice quality, and now that it is finally built, I am happy with the product. However, the experience getting to that stage has been awful.

Lewis told me over the phone that if I kept the furniture they would refund me £225 because of the issues and because the furniture had not arrived as described. He also said it would be quicker for me to go to a hardware store and buy the bolts myself rather than waiting for them to send them out from China.

I accepted this offer, and Lewis confirmed the refund had been processed immediately back onto my card.

One week later, there was still no refund on my card.

On 18th May 2026 Lewis emailed saying:
“Refund has all been done and gone back to the card you paid with.”

Despite this, the money still did not appear.

Then on 21st May 2026, Lewis asked me for my bank details to make a bank transfer instead.

That immediately raised alarm bells. Why would you need my bank details if the refund had supposedly already been processed back to my card days earlier?

Lewis later sent me a screenshot claiming the refund had been processed while also stating:
“I am not a liar.” after I questionned it had not been sent.

However, the screenshot provided contained no evidence whatsoever that the refund related to my card or account. There was a screenshot of my transaction but not the refund.

I also had to chase the company just to find out which bolts were needed to build the furniture because the instructions supplied did not even include that information.

In summary:

- Furniture arrived late
- Was flat packed and not pre built as promised
- No instructions included
- No bolts or fixings included
- Had to buy hardware myself at my own cost
- Refund promises were repeatedly made but not honoured properly
- Communication became inconsistent and concerning

The furniture itself is genuinely good quality, which makes the overall experience even more frustrating.

I would strongly advise anyone ordering from this company to be extremely cautious regarding promises made before purchase.

If you are thinking about buying from the Rattan Warehouse, the prices are too good to be true. It's not worth the stress!

On a final note, Lewis Tregent - is my refund ever being sent?