We have been waiting for our sofa for 4 months now. The ‘bespoke’ design is totally unprofessional, and the designer’s ‘sketch’ made laugh out loud. My 8-year-old could have drawn better. The technical drawing that cost £100 could be done better by a secondary school pupil. The technical drawing has an ‘approximation’ that resulted in reducing the sofa’s depth by a quarter! The ‘bespoke’ sofa has a huge gap at the back, the seat cushions do not cover the frame completely, the footstool is 10cm higher than the sofa, and when we sit on the sofa we slide towards the centre. I will try to attach pictures, they speak louder than words. The sofa is just impossible to sit on. THe customer service is either rude or non-existent. Stay away from store, is you can.

Shockingly poor (read: non-existent) customer service! We ordered and paid for a chair in May at the Tottenham Court Road store and expected delivery by August. After nothing turned up, we contacted Lombok by telephone and via the Customer Service website/email on over a dozen occasions. We were initially told there were "problems with the supplier" and promised that the "purchasing team that is in contact with the supplier" will be in touch, with delivery expected by end-September. There have been no further updates and no delivery. We then asked to hear from a member of the management team with an explanation for what went wrong. No response. The only reason we have not cancelled the order for a refund is that we have waited for 6 months and like the chair we ordered. However, my last query to Lombok is whether they are able to fulfil their customer contract commitments or whether we should seek an immediate refund. They may not admit to financial difficulties, but their actions suggest a company in trouble. If we do not receive a satisfactory explanation, we shall request a full refund and deal with a firm that provides decent customer service. We advise others to avoid Lombok at all costs!

AVOID AT ALL COSTS AVOID AT ALL COSTS. THEY’LL BE BANKRUPT SOON We spent a lot of money with Lombok. Two of 5 items arrived without an invoice or receipt. No estimation or contact from Lombok with regards to the other three purchases. They have an answering service who simply send an email on your behalf. You cannot call the store. The only people reading the emails in their downtime, are the handful of staff in the Tottenham Court Road store. This explains why the 8 emails we sent were all ignored and not responded to. As a result of being ignored for 2 weeks we drove to the store and returned one of the items. Spoke to manager who promised to expedite our refund as we cancelled the remaining orders as we did not want to do business with a company that has such a lack of regards for their customers. The manager promised the refund within 14 days but would try to get it returned sooner. That was on the 10th or March. As of today, April 5th still no refund. Be aware when you look into the directors, one of them has been a director of similar furniture/textile businesses with his father. If you reasearch like I did, you’ll notice a pattern of opening a new business, closing and then reopening under a different name...you do the maths... Do not buy from these people, you’ll regret it...you have been warned

I bought a coffee table. After 4 months the wood dried out and one panel split. The company would not exchange or refund though there is supposed to be 1 year warranty. They offered £40 good will gesture and repair which was very visible. Few weeks later it split even more and they promised to replace the plank but when the table returned the splits were just filed down and new ones appeared elsewhere. I have now been told it is supposed to look rustic!

Having read other reviews on here, unfortunately I can only validate the fact that Lombok's online ordering process is an absolute farce. 4 months after ordering (with the money taken from our account immediately), we have no product, no delivery date andno refund. To compound all of that the level of customer service, from the Operations Director no less, has been utterly appalling. I would urge everyone to steer clear of buying anything from this bunch.

we have spent well over £6000 and have got nothing but trouble and worries from them who don't care about you after they sell their products to you. they will be very kind and nice to you till they sell their products and after they have your money they don't want to know you or hear form you period! this is the worst furniture store in the world.

After reading reviews on here that items were sold when not in stock I decided to check the status of my order. I emailed to inquire when my product would arrive and they offered me a delivery day. I was annoyed that I had to initiate contact for this to happen but glad to be getting the product unlike many on here. Unfortunately, a couple of days later I had a call informing me they do not have the product in stock and I would have to wait until next year - I decided to cancel my order instead of wait. It seems Lombok sell items they do not have and then inform you when you follow up on an order.

I just got of the phone with the store. W informed them that large lamps we bought from them doesn't work. Do you know what I heard in response?: Store: - "Not our problem. Fix it yourself. Go buy a fuse or something and fix it" I: - " I am not an electrician. I do not know ho to fix a lamp" Store: - "Well I am not an electrician but I do know how to fix it. I have nothing else to say to you" .... We are speechless .... Be really careful!

The furniture looks better than we'd imagined it would. I wanted to extend a huge thanks to the delivery company for their professionalism and friendly attitude. They worked diligently and tirelessly and showed extraordinary respect for the property.

Bought an item on a sunday evening and it was delivered the following week. Lovely selection of products, easy to use website and friendly service. Would recommend.

Use the website to order a £1000 table and got no order number or email confirmation even though money went straight out of my account !!! called them and it took a whole day even to get an order number. they charge £40 delivery and use a third party who three days later could still not give me a delivery date. Cancelled order with my card and will NEVER use again !!

Items ordered online 4 weeks ago, no delivery - the items are now out of stock. At no point has Lombok bothered to contact me to confirm the status of my order.

I placed a large order through Lombok and I have been extremely happy. the customer service was excellent and everything came on time. The furniture was very well boxed and protected and it really is of such a high quality, the sort that will last for years and get better with age. I love the fact their stuff is reclaimed and sustainable. It's really beautiful and has made our home look lovely.

Such a huge shame. Love their products. But shocking after sales. Web queries not answered. Customer service number unmanned. And as for delivery... no communication that my furniture was in two lots and BOTH times the couriers failed to turn up when they said they would. Simply will not use them again. You can see how they lost the retail shops... only a matter of time before the online services goes too.

I purchased a dining table and bench - it clearly stated on the website and upon visiting the show room that the bench was uniquely concave. We received our much delayed table and bench and the bench was flat. I've been given the poor explanation of 'each product is unique' and the 'operations director is on holiday' and have still not received a satisfactory response. I've given up as I was heavily pregnant at the time and now having had twins I don't have the time! I would never purchase from them again.

The furniture is of great quality and good value, but I would never use them again because their delivery process is so disorganised. No notification that shipment had been delayed by a month until I chased them. When it finally came into stock, delivery was outsourced to Dale Group who call you up a week before delivery and offer you one 3-hour slot - if it's not suitable for you then tough, they will call you a week later with another 3-hour slot, and so on. No flexibility at all. I finally got my TV unit 4 months after ordering it and I'm never going through that again!

I ordered a sofa, arm chair and table from Lombok online. It was indicated online that the order would take 10 weeks to be dispatched, the money was taken in full from my account within days. I had no communication from Lombok on my order for months, I phone after 14 weeks to be told it would be delivered by courier the following week. No proactive communication from them. When my order was delivered (a day early by the courier company, despite explaining that I was out of the country) it was missing the table. There was no info in the delivery note that the table had been paid for and was outstanding and again no email or other communication from Lombok as to where my table was. I emailed twice to the Customer service managers and had no response from them despite just asking to be told where my table was! The heading in my email was 'Disappointing customer service' and yet no one bothered to get back to me! Needless to say the courier company contacted my about my table - not Lombok! I eventually got a response from someone in customer service (not the manager) when I addressed my email CAN SOMEONE PLEASE RESPOND TO MY EMAIL! I will never order from them again. Dreadful customer service and not even an acknowledge or apology for this!

If you plan of shopping at this store, make sure it's something you can walk out with. Recently made a purchase on a Saturday for delivery. It was to be delivered that Tuesday. When it didn't show up, a phone call was made. They apologised and promise it would be delivered Thursday. The delivery came Thursday, but it was someone else's order. After another phone call, the incorrect order was picked up Friday, and a new delivery date for the following Monday. On Monday, 1/2 the order was delivered. Another phone call. Then another because call was not returned. They promised rest of order to be delivered Wednesday. Delivery received, but was incorrect. Another phone call. Finally went to store to exchange for correct item. Barely received an apology.

We can only speak from experience on here, but the poor reviews have surprised me. We bought a large Lombok dining table from Redbrick Mill in Yorkshire in Autumn 2012 and can only say that we are very satisfied. Admitedly we ordered well in advance of our required date, and changed that before delivery. Everything went smoothly. The table was delivered on the specified Date and assembled by the charming delivery guys. No complaints from us, but it seems as though their on line service is the problem.