Offthegrain Reviews 

Our coffee table took 7 weeks to arrive (was advised 2-3 weeks at checkout). It arrived with a design fault that meant it could not be assembled without modification.

Countless back and forth emails and calls eventually got us a partial refund of 30% in order for me to modify the table myself. I'm not happy with the product, it has dark wax clumps around the corners where wax has dried without care. The structure of the table is poor; leg joints with internal bracings and no dowels create sideways wobble and there are no pilot holes drilled in the legs and the bottom shelf.

We ordered this table on the 1st February and I write this review after recieving the 30% partial refund on the 17th April. Trying to communicate and solve the problem with this company was exhausting, and has left me with a product that I do not like and will need further modification in the future.

I ordered from this company to support a small business, but wish I had chosen differently.

Looking for a new coat rack for my hall and not wanting a mass produced or painted one, I came across Off The Grain. Being the daughter of an architectural cabinet maker, I appreciate good wood and workmanship. I am delighted with my choice of finished Oak and would not hesitate to recommend this Yorkshire firm. Item delivered well packaged and quality matched expectations.

Appalling service. Lots of communication back and forth … Promised delivery dates and nothing arrived.
Poor communication from the company.
Denied refund as it has been apparently dispatched (Tracking the product it states expecting item)
Ordered via BnQ on behalf of this seller … BnQ finally refunded the money after numerous phone calls from myself highlighting order time (expected and guaranteed) still no show.

*****Update********* 15/04/26
Trust Pilot sent me an email post submitting my review asking that this company requested more details
So I did …. Name …. Email…. Phone number.
I am appalled at the response I got back off this company.
I was sent a text message of Dominic requesting that he was sorry for my experience but would send me a free item if I removed this comment off Trust Pilot ..
I refused and said I would not except free goods and my review I wrote on Trust Pilot was based on my feelings of how disappointing it all was. He responded many times (Dominic) and kept asking me to remove this comment from here …
His messages were very focused on this comment being removed from here and not the product as it should of been.
I felt very bullied and harassed by this man and told him
All messages I am sending to BnQ as this is not how you do business
He has even asked me not to send them to BnQ for review as he a small business of 4 and relys on this income from them. States is now ashamed of how he responded to me.
I am appalled over it all.

**** Update****** 15/04/26 at 13.00pm
I strong disagree with the reply left by this company but I am satisfied it is in the hands of BnQ.
They have all correspondence from this company and myself. So the bare face lies in this reply BnQ will see for themselves.
I have done the right thing and reported it as I don’t want anyone to have to be intimidated and harassed to remove my opinion of service from this company on here.
Yesterday I asked this company to not contact me again and I have just received a message from them asking me did I wish to resolve this by a phone call from them.
Absolutely not!!
I have my refund kindly via BnQ. There customer service was excellent and they made their own decision to refund me based on the communication from this company (poor) and my dis satisfaction.

If I could copy and paste the messages from yesterday from yourselves to myself and vice versa to Trust Pilot I would. Your response is shocking and corrupt.
Shame on you

25/04/26
Trying to leave a review on BnQ …. However this company has to approve it. (Secure network)
My honest opinion is being denied …..
BnQ gave acknowledged they are having difficulties with this company and investigating.
Thank you BnQ

Very poor service. My item was never received, no refund was given, and every shipping deadline promised to me was missed. I was repeatedly told when my order would be sent, but none of those dates were met. Now, instead of resolving the issue, they are simply ignoring my messages. This has been extremely frustrating and unprofessional. I would not recommend this company to anyone.

Bought a coat rack for the backdoor. Nice, simple handmade piece that is good quality, sturdy, and looks great in place. Easy to put up too with a nice touch of hidden wall fixings. Ordered at NY time and the delivery date was pushed back by a week or two, but a simple email reassured us it was on its way.

Ordered 150mm Oak Mantlepiece, as advertised of BQ marketplace should have arrived in 9 to 11 working days it didn't it arrived after 15 days . Tried to get intouch with of Off the grain the seller they don't answere there phone and they don't email. On the 9th day we had email that it had been sent with parcelforce with tracking No could not track because parcelforce had not got it, we got in touch with BQ as it was ordered and paid through them on the phone customer service waist of time so went to my local store in Shrewsbury and the were very helpful a young man called Sammy looked it up and gave me very good advice,anyrate recieved item later the following week so got it in the end .I would not mind things taking longer than norm but you do want to be informed . AJJ
Recieved email wanting more details, what i have written is what happend, (1)Very hard to get in touch with either email or phone .
(2)Emailed it had been sent with parcelforce with tracker number.
Tried tracking number which parcelforce didn't recognise.
(3) did not recieve product on the 9 to 11 days as was on the order employed a man to fit on 11th day so at to pay him so it turned out to be expensive mantlepiece, did recieve product on 15th day .
(4)It's just a shame otherwise grain could not keep me informed only got email after contacting BQ .
Please note I think this is 1st time I have gave a bad review, so on the grain need to keep customers informed especially when it takes up to 15 days I get things of Temu quicker , AJJ

Ordered oak shelves which were delivered today. We did have to wait a while for it to arrive but the product itself is of high quality and built to last. Fits in perfectly in our new kitchen.

I have to say I am very unhappy with their customer service following the delivery of my faulty coffee table constant emails with no reply.

Very unhappy customer

Good quality shelves which look great.

Delivery was quick and the installation was simple. Perfect.

Great coat rack. Really good quality and as described. Straight forward transaction. Thank you.

I ordered coat hooks and the product is lovely - very well made! The customer service was also impressive too - I received a text a few days after delivery to check I was happy with my order and if there was anything they could help with. Highly recommend!

Ordered online and was really happy with the quality of the coat rack we received.
Would happily order again from the.

I got regular updates about my order so I knew where everything was up to. I ordered a shelf/ coatrack which was great quality of wood and very well made. Just what I wanted.

I am very pleased with the item that I purchased; so much so that I have ordered another one. Good quality and customer service. Would definitely recommend the supplier and products.

I am absolutely delighted with my coat hooks and shelf. The quality is excellent and I love the colour I chose (white). It fits in so well with my decor in my lovely cottage!

The shelf is lovely wood and quality and will be so handy to put bits on or display a nice plant!

Communication throughout was amazing, you get emails detailing the manufacturing process and on arrival Dom texted me to check everything was as it should be.

Very impressive and top class customer service!
Thank you so very much!

We ordered a small corner wall shelf and are delighted with it. Just what we were expecting. I was impressed that the company followed up after delivery to see if we were happy - yes, a satisfied customer!

So pleased with the oak coat rack. Perfect fit, looks great in my narrow hallway and great quality. Was kept updated on progress of order. Would highly recommend.

Superb wooden mantle, made to measure, clear instructions, made in good time, very happy with it, thank you so much

Exactly what I wanted, easy to order and arrived in good time. It’s a really solid piece of kit and matches perfectly with my hall mirror.

Ordered coat hooks on January 14th, with 2-3 week delivery and not turned up yet. (Feb 24th EOD)

I understand things can be delayed, but there is absolutely no customer service. Emailed with no response, called but get hung up on by the automated system.

I then got a text from Dom saying am I enjoying my order. I replied to say I've not got it yet and received nothing.

Impossible to get hold of anyone to actually solve this.