OceanWise - Web Services

3months now I have been waiting to receive my unit. I did get an email 2 weeks ago apologising for the delay, after emails chasing them up for a delivery date.
I understand that your priorities are not the office and that it is in the workshop getting it all made. But from my experience you have failed in both. Communication in letting me know that my product was going to be so late and to give me the option (if wanted) to cancel and go elsewhere, and in the workshop as my unit is 12 weeks on and I have had no contact from you? It’s a 3ft x 5ft bookcase, I know you don’t want to jump the queue (as you say there is) but this is ridiculous.
As said I have yet to receive my unit and have found the whole thing extremely stressful. I don’t know if I will ever receive my item and if I am just having a fast one pulled on me.
You cannot take people’s money and run massively over the your given lead time and then make NO contact with YOUR customers other than with a late reply when chased stating things are happening in the background and your unit will soon be with you!! And then nothing FOR WEEKS!
I should not have had to keep chasing you up waiting for a response.
Obviously I can’t rate the product as I don’t have one.
just a few hundred quid down and a whole load of stress.
Thanks heartland

Edit 02/05/18

In response to Heartlands answer below.
I have since this review been give an estimated week for delivery, which by that time will have been 15 weeks!! Not quite the 6-8weeks, 8 being max.
I just hope it’s worth it! Reading some of the reviews below there seem’s to be no doubt your work is good and worth the wait but this has been to long. Yes mine was bespoke which you are specialists in from your site.
I for one would have no problems paying more for a special unit. My biggest hate is not knowing what is going on. Communication is very simple to keep up and if I had an email from you every now and then to keep me informed I wouldn’t have cared about time so much. But I’ve had to chase and chase.
So if you have got that sorted heartland then all good.
I look forward to getting my delivery contact ideally before the week of 21st May

I am writing this review on 29 March 2018. I ordered a 7ft x 9ft bookcase on 15 January 2018. I have contacted Heartland Interiors 10 times but still have no delivery date. Over 10 weeks! Every time I speak to them they promise delivery will be scheduled for the following week. I emailed them on Wednesday morning (the persons name is Dee) and have received no response. I ordered in good faith and duly paid my £1050.00. Every time I receive an apology it is in a couldn't-care-less voice from someone who just can't wait to put the phone down. Be warned, the so-called customer service is a joke. No one has done anything to expedite this order despite my many, many attempts to get a delivery date. My advice is AVOID unless you can wait three months or more without any news! Don't believe the 6 to 8 weeks rubbish. As you can probably tell I am seriously peed off. On the phone line they say, "your order is important to us". It's the MONEY that's important! The customer can go to hell!

UPDATE
The slightly bad-tempered reply I received is I fear inaccurate. I only received a delivery date the morning after I left a review on Trustpilot. Funny that. I regret having had to take that step but at least it worked. I will not be made the villain because I had a legitimate gripe about my order. It only takes a minute to call someone and keep them in the loop. Or give an honest answer when they phone about their order, rather than promise next week, next week..... It's the lies that have made me angry but now I am the unreasonable bad guy. This is unadulterated humbug I'm afraid.

Having previously bought furniture from them and been happy with the quality, I placed an order back in April for a bespoke desk & filling cabinet which has not arrived. At the time my card was declined due to the automated fraud detection (should have taken the hint!) so payed by bank transfer instead.

Spoken to the bank this morning, they are unable to help with getting the money back so looks like I'm over £1000 out of pocket.

I have too only found out today placed my order at the start of May for a bookcase, which I having received I paid by direct debit, I had no real responses from them previously when asking for an update. Until email saying there in liquidation. I have contacted the bank and waiting fora response. I hope I get the moneyback

Absolute shocking company, placed order 25th March had no correspondence for 8 weeks and emailed them numerous times before I finally got a reply, was told I would receive my furniture week commencing 25th June! Then today (25th June!) I read the company has been liquidated, the company controlling their assets told me the staff were told on 15th they were finished. Now like many others am trying to get money back, paid by PayPal so hoping I will get my money back! Awaiting an email from the solicitors as proof of the liquidation to show bank and PayPal. At one time they were probably a good company but it seems a lot of people didn’t get their orders when I placed mine, the solicitor said they were running 12 weeks behind, funny they never told me that! Disgusted!

I'm another unlucky customer, ordered 2 bespoke radiator covers with bookshelves above costing almost £1500. Placed order beginning of March, told delivery w/c 18th June, then nothing.
I did as much investigating as I could and emailed Bridgestones, this was passed on to Peter Davies and Sons who are the company dealing with assets, etc. I requested a collection of my order, but was told that unfortunately it was not completed and I should take the matter up with my card company, I had paid by debit card.
This has been such a stressful time I'm sure for all of us victims of Heartland Interiors, who have shown no thought to it's customers.

We ordered bookcases in January 2018 which were delivered twice in unacceptable condition and taken back. They were due to be delivered again to us on Friday 15th the day after they went into receivership.

They weren't answering the phone or email and we took a chance and visited yesterday with our proof of payment and a van and managed to collect them. The receivers were there (from Oldham mentioned in an earlier comment) and some Heartland staff who located our order They admitted they weren't answering the phone. It was a long journey for us but worth it as we knew our goods were paid for and ready.

This is my third purchase from this excellent company – a bookcase and two storage cupboards. The quality of the workmanship is excellent and the painted wood finishes (I’ve had custom painted and stained) are really well done. Communication and notifications throughout the process from ordering to delivery is good and on each delivery the drivers have been extremely polite and helpful. I cannot fault their prices for such great furniture.

Like many others, I placed a made to measure larder late 21 Feb, paid in full £900 and did not hear anything from them till I rang them to find out what’s happening. I was told 25th June was the delivery date and that they were going to send an email to confirm it. Only by chance that I saw this page and saw all these messages. I’m fuming!!! Will get in touch with my credit card company and I hope I can recover my monies!!

We also order a bookcase, coffee table and side table on 19th March, thankfully we received the tables in early May and when I chased the bookcase was told it would be delivered in June, it seems everyone had the email about delivery on w/c 18th June. Luckly we order and paid through Dividebuy so have spoken to them and should receive a credit for £700 bookcase. Now where do we get another one from! Surely having ordered in March this should have been in production and made by now.

Very similar experience to recent reviews...cabinet ordered 19 March, had to chase late May after overdue with no communication/update...H/L apologised & advised delivery revised to w/c 18 June as below...like others only found out about company ceasing as website down & start of these worrying reviews. Tried to telephone, but line no longer available. Hundreds of preciously saved pounds & great inconvenience. If there was communication/explanation & apology it would be a step to damage limitation, but nothing. Progressing with credit card company, taking my also precious time.

Sadly I can confirm that Heartland Interiors ceased trading on Thursday 14th and the receivers were due in on Friday 15th June, 2018.

I am a customer who was extremely lucky to get my desk with integrated easel delivered back to me that day after being in for repairs for two weeks. I paid for it in February, received it numerous weeks late at the end of April, and had it exactly a month before it was collected to repair the warping oak easel.

It was only the good will of the driver, Gary, that ensured I got it back, because he was only told on the phone they had ceased trading at 3pm and it was up to him if he wanted to complete deliveries on his van.

Gary said that everyone was sent home on Thursday at 3pm, the main website and other sites were taken down and all the phone lines were shut down too. None of the staff knew they were losing their jobs, accept the directors, David Giles and Jon Giles!

I am one of the lucky ones, but David Giles refused on numerous occasions to speak to me, despite the delays and subsequent defect in the product. If they were still trading, and despite getting my desk back, I would not recommend Heartland, even though their designs were excellent.

I feel so sad for all the people with outstanding orders - I was told by the driver that Heartland had a thick pile of papers containing new and outstanding orders, so I do hope that the company is sold to someone who will be able to fulfil the existing orders and repairs.

I am also very sorry for the staff, who were all kept in the dark, till the end!

Unfortunately, I am a late learner of this saddest news, as only found out today this company is no more in business and has now gone under...I purchased a wonderful oak/wood white bookcase earlier this year and although it did take some time to get delivered, I was so pleased with the craftsmanship of the bookcase and price, I decided to order a bespoke version of bookcase similar to that already ordered and received to place on my landing, however, as all on this site now know this will not happen as on chasing up company today to follow-up on delivery date, I couldn't access my online account with company, get access to their website and more importantly all calls were going straight to voice-mail. Should have realized when I had to chase-up non-receipt of purchase receipt copy that was a red flag but as the previous service was ok I didn't feel the need for any real concern just a talented company on great demand of their product and needing support from their customers in giving them the time & space to deliver well-made furniture at a competitive price. Another good company bites the dust such a shame but unfortunately, I fear there are more to come or shall I say go within the forthcoming years! Goodbye Heartland Interiors it is was nice knowing you and having had experience of appreciating one of your well-made pieces of furniture and hope I can get my monies already paid back from CC company which I logged a dispute with today...

I ordered a 7' x 7' bookcase from these guys.
Nice quality and the delivery guys were careful when bringing it into the house and erecting it.
Took a bit of a while (ordered 4th Nov, arrived 12th Jan), but I would rather wait longer and receive a good quality item so that's fine.

Placed an order for a bookcase on 6 May with website advising 3 week delivery timescale. Phoned after 3 weeks having heard nothing only to be told it wasn’t ready and fobbed off with vague promises to contact when the item was ready for delivery but no indication as to timing.
Now 15 June and still have heard nothing. Tried to access the website today - gone. Facebook page - gone. Telephone number - answer phone. Really getting very frustrated and concerned that this business is going under. If we can’t get a response to the last resort email we sent in the next day or so then will have to contact credit card company to get a refund and source a product elsewhere.
Really not good enough.

When I placed the order the website estimated 6-8 weeks for delivery. It took 12 weeks 4 days.

This company are unprofessional in every aspect of their business and in particular they have poor customer service skills. I didn't hear anything from them for 8 weeks. I then had to chase them by email and phone for 4 weeks to find out when the delivery was going to happen.

When I finally received a call from them regarding the delivery date the follow up email confirmation they promised didn't arrive because there were typos in my email address.

A catalogue of errors from start to finish. This company do not care about their customers all you get is load of excuses and never a sincere apology. I would have cancelled this order but it was the only one I could find that was the correct size.

Not sure how to start this is a company that is so apt at mistruths from their web site clearly says lead time just now running at 30 working days
So placed a order no 1117/0083 4th Nov as I need before Christmas then on the 5th Dec called to get delivery date and without even asking my name or order number was told End of Jan so asked how that could be as it was not information given at time of order ? after hearing so many excuses one being we don’t make them until we know we have a delivery van going your way as the timer is not stable in our environment ?.
Then when I said it was purchased on DivideBuy was told I was not buying from heartland interiors anyway I was buying from Dividebuy and to contact them when I did they said it was totally untrue my purchase contract was with Heartland so I called and cancelled the order and try to tell them it was wrong to mislead customers all fell on deaf ear but she did said read our delivery term as it clearly says --
“All we can honestly say is that lead time estimates represent our best guess given in good faith at the time of ordering”
So i asked what the site is given as delivery times now and she said still 30day how can that be a honest best guess when they know for fact it is closer 90days (60 working days )


As ever body can see from your reply you just have no concept or care or how you are misleading people My order was placed in time for Christmas going from the information provided at time of order let me print the information on order confirmation LEAD TIMES JUST NOW ARE RUNNING AT AROUND 30DAYS THOUGH WE PROMISE TO COMPLETE THIS FOR YOU AS FAST AS WE CAN. It was over 40 working days until Christmas shut down and reading the above one would think less than 30days.
All I can say is looking at other feedback you do have good crafts people there but boy does the management need looking at but I can see where it come from, you use the word honest , promise open , way more than I ever seen and even in the full knowledge you are not any of them ,the quote spring to mind “he protests to much my lord “
yes you are correct you are not a company for me as the one thing I do not like is being mislead

If you were honest open and etc you would Put on the Web site and order confirmation what you have said in your replied being “there will always be a queue and a DELAY “ I cannot understand how you are unique and think a DELAY is acceptable from any other company who makes things to order when I ordered sofa I was told 8 weeks and 8 weeks it was . All you need do is be open honest and tell it as it is at point of sale simple would you not think ? So I ask again WHY MISLEAD PEOPLE

Again mistruths our review was NOT EDITED IT WAS EXTANDED TO ANSWER YOUR POINTS
YOU HAVE EDITED YOUR IN TAKING OUT YOUR ONLY HONEST REMARKS YOU HAVE PUT FORWARD BEING “THERE WILL ALWAYS BE A QUEUE AND A DELAY “
This from a company MD is quite shocking really

Let me try and put as simple as I can for you
What we won’t as a customer is to be given a delivery time from you at point of sale that you can keep not directed to pages of excuse of why you will not keep the delivery date, as you have now. Then we are able to make an informed decision as to purchase or not. All you seem to do is big yourself up and belittle your customers and I can say I am not writing this in anger at all it’s very much with disappointment that there are still people like yourself running UK companies and I had the misfortune to have dealings with you.

My order acknowledgement DOES NOT SAY. We running at 30 to 40 working days for most standard listings just now.
IT SAYS AS IN MY FIRST COMMENTS "LEAD TIMES JUST NOW ARE RUNNING AT AROUND 30DAYS THOUGH WE PROMISE TO COMPLETE THIS FOR YOU AS FAST AS WE CAN " proof is here if anybody needs it and was still saying the same on the web site on 5th as informed by your customer service .

And we both know the dates 15 December and 8 January is just a fabrication to try and fit in with your tale as the adviser told me end of Jan

You do have a problem with mistruths and really showing you have no credibility .

Just as a note I have managed to find a compatible unit at £200 less and being delivered on Dec 13TH so are you really as good as you think ?

Another disappointed customer

I was looking forward to getting my 2 bookcases and was quite happy to wait (aka be strung along) for weeks on end promising a delivery sometime in July... So pleased I didn't use my debit card; let's hope Sainsbury's credit card do the right thing and refund the money asap.

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