TRL Handmade Furniture Reviews 148

Nice piece of furniture, shelf slightly damaged during installation but a replacement has been sent and installed. So now a great addition to the living space, no hassle a few mails and the original issue was sorted out.

Provisionally placed an order without picking a colour, very stupid yes. Samples were sent out after and were not fit for purpose, tried to cancel my order but have been refused. All within a week of provisionally placing the order. Now also ignoring my last email. Currently seeking legal advice

Stay clear

Response after TRL response (cant upload)
Yes, 100% agree with the promotion. Fully respect that, samples were sent after this to confirm the order. At no point were any emails ignored! I am happy to upload email communications between us. I appreciate the offer for colours and understand where you are coming from. However, nothing was ignored and this is totally not true! I have responded back to each and every email you have sent me 👍

You say you went out of your way to order the timber (which was not agreed)! as samples were to be sent.

You have also stated you are more than welcome to, quote “We still have your order and are more than willing to manufacture the table you have purchased, or an alternative, when you are ready.”

Or an alternative? This confirms I could completely change my order. This 100% contradicts why you are refusing my cancellation and will not let me cancel my order. Bonkers

If I could put 0, I would 👍 Cowboys after saying I could choose an alternative

Thanks

Further response:

Thanks for responding back Tim, albeit it being a passive aggressive response with all of the !!!.

1 - You ask me to email TRL furniture, I have and you have ignored my last email. This was sent weeks ago.
2 - You offer the alternative again but go onto to say you will be out of pocket. If I choose differently it would be exactly the same as it would be different timber. You don't make sense, apart from coming across as I have your money hahahah and you will have a table of any sort, end of. Hence my comment (cowboys) All of your answers have been answered regarding the colour. Not too sure why you don't understand this.
3 - The product is not for for purpose under the consumer rights act
4 - I will continue to reach out to you on trust pilot as I have already advised you don’t respond back to emails anymore. Funny how it takes less than 5 hours for you to do so when It is on here.
5 - Customers need to be made aware so they are not tricked and then trapped into a purchase

Many thanks,
Ad

1- Thank you, I look forward to your response to my email.
2- You are not working with me as you are not refunding me. You are offering me a different table which completely contradicts what you are saying about you have already ordered the wood. None of this makes sense, other than you forcing me to have a table. And yes, I placed the order after speaking with yourself via email knowing that samples would be sent before deciding on the final table.
3 - The samples sent for the table are not fit for purpose. Not sure how I can explain this in any other way sorry.
4 - Thank You
5 - We both know I have been tricked & now trapped into this purchase 👍 Lets not kid anyone here. You are offering me a completely different table but wont refund me? Not acceptable.

Thanks,
Adam

Update - now ignored on this channel and its also been 4 days now since I was told I would have a response to my email (even though Tim) had been communicating with me via this thread but blamed his wider team for not responding.

Great! I loved the the table, it’s exactly like in the photo, and the material is really good!

From ordering to delivery the whole process has been excellent. Enquiries have been answered promptly throughout. Timescales have been honoured. The product lived up to expectations. What more can you ask?

I reached out to this company for some samples. The customer service was amazing and the staff so helpful. Their wood is beautiful. As and when I have the funds to afford their stunning walnut bespoke tables I have no qualms in using them. Excellent customer service.

Arrived when said. Prompt installation. Product as described. Good quality.

After placing and paying for my order, the company’s website went down and became unreachable for around 12 hours — not just a short outage. The payment receipt link also didn’t work, which understandably raised concerns about the legitimacy of the transaction.

To protect myself, I opened a PayPal dispute and sent several emails with proof of payment. I finally managed to reach the company by phone the next day and was told what had happened. I also tried to cancel the order within the timeframe stated on their site and confirmed this by email, but my request was not accepted — even though it fully complied with their own cancellation policy.

My query was simply about the table height, which they kindly offered to amend free of charge. I expected delivery on 3rd October, but instead received an email stating they would not deliver while the PayPal dispute remained open.

The dispute was only raised for buyer protection, as the funds had already left my account. At no point did the seller provide PayPal with tracking information, even when delivery was originally due, and I was the only one keeping PayPal updated. After cancelling the scheduled delivery, the company stated by email that they wouldn’t be answering calls due to attending an exhibit — which hardly inspires buyer confidence.

I’ve been made to feel like the fraudulent party despite acting in complete good faith. Poor communication, refusal to deliver, and an unnecessarily stressful process that could have been resolved easily.

Payment was made before the site went down, and I genuinely wanted the table — I was looking forward to receiving it. It’s a shame the order couldn’t be completed so the issue could be closed properly. My only intention was to safeguard the money that had already left my bank and was simply on hold with PayPal.

Unfortunately, the seller refused to deliver unless I closed the dispute, which would have removed all buyer protection. PayPal ultimately agreed with me, issued a refund, and confirmed that tracking was required. That outcome speaks for itself — I wasn’t lying, only protecting my interests.

Placed an order online after verifying my customisation needs through their chat tool, everything went smoothly. Delivery was good, everything was completed swiftly and with respect to the property too. The product itself appears extremely well made, using great quality products, and a clean and smooth finish.

We ordered our table on 7th August.
We went for a large 10 seater 280cm table, and paid extra for the black legs. Overall the table itself is beautiful. Good craftsmanship, and a very reasonable price. Also using reclaimed wood is great for the environment. It is a very bespoke piece.
I have knocked off two stars for a few reasons surrounding the hassle of getting the table right. It was first delivered without the correct legs. These things happen, so we dropped the company an email to inform them and ask if they could replace the legs. We didn't get an email back, but did get a new delivery date for the legs. When a company gets something wrong, it's understandable, but I do think an apology goes a long way in these situations, and it would have been nice to have had an email back from the company. The delivery date they'd provided was for when we were on holiday (again these things happen), and so we rearranged it for the next time they were in the area, which was yesterday. Unfortunately they had issues with the van, and so they could no longer make the 12 - 4 delivery slot we'd been given. They eventually arrived last night at 10pm, we have a newborn baby and a late night delivery is not ideal. When they arrived, the guys are nice blokes, and they did have the correct legs, but they didn't have the felt pads to go onto the bottom of the legs. So now our table stands on cardboard until we can go and buy some ourselves. We and the company may have just had a string of bad luck, but it's just not been straight forward for us. When you order a product - especially a UK made bespoke one, you just hope for a smoother process. I hope this feedback is helpful, and an emailed apology when you mess up really does go a long way.

Please avoid. Delivery estimates on the website aren’t at all accurate and like others i had a failed delivery that I’d waited in all day for and very unprofessional customer service.

I visited the workshop and the gentleman who took my order was very welcoming, helpful & informative. Great communication throughout the ordering process. I absolutely love my table and bench. Beautiful craftsmanship, excellent quality and value for money. Highly recommended ⭐️⭐️⭐️⭐️⭐️

Great experience with this company , table great delivery great and easy to order … very professional and so happy with our order ! Would definitely recommend them to friends .

Absolutely adore my breakfast bar. It's well made and the wood feels gorgeous under my hand. Looks great in our kitchen. The delivery guys also put it together for us which was a super pleasant surprise. Would buy from here again.

I ordered two kitchen benches from TRL
They are of very good quality and I am pleased with them.
However on further inspection I found two marks on the backrest. Emailed TRL to inform them and received a reply with a link to a company who supplies the oil used so I could purchase some to rectify the issue. I contacted TRL to express my disappointment that they were not prepared to send me some oil at their cost as the issue was created by them .
No response !

Furniture quality is excellent. Customer service superb.

At first the customer service was amazing, nothing to fault. There was a 20% offer on at the time which was due to end. The company allowed me to place and order (but for it to be put on hold) until I had samples delivered so I could see if it was suitable. Very much appreciated.

Unfortunately, when the samples came it was not suitable for what I need. Table/Bench £2.1k.
I have asked for a refund and have been told no! This was within 7 days of initially placing the order and it being agreed for it to be put on hold.

I have sent two emails now with consumer rights laws on and they are ignoring me, even the follow up email.

Would advise you either stay away or don't trust that the order is on hold as you will be told it has gone into production and you cannot cancel even without agreeing. I will be taking this further as the table will not be fit for purpose and I cannot lose out on £2.1k.

Good to hear people have had a good experience, especially as the stock on offer looks great.

Table is exactly what I wanted and delivery was the exact day/time I’d asked for. The table looks amazing in my dining area. After lots of emails back and forth and apprehension over ordering the right thing, I am very happy with my order! Highly recommend.

Very good xxx

Coffee table was just as I imagined. Great quality. Delivery was very efficient.

Furniture is perfect and as I expected but having it delivered at 10.30pm was not so great.
Delivery men were polite and did a good job.