The Forest & Co

DO NOT ORDER. Awful customer service. I ordered a lamp in January, still haven’t received it. I have emailed and called several times with no answer and also haven’t been issued a refund.

Terrible experience: no communication about the product delays, then no product at all, then no refund after months of chasing and calling without response

Amazing customer service - went way above and beyond. I ordered 3 of the shopper bags with personalised initials embroidered on them. I requested a different colour embroidery to the one on the website, and for as speedy a delivery as possible as I’d left the gift shopping too late. They arrived just 48 hours later, beautifully packaged and the tracking number was sent to me on dispatch. Faultless customer service and a huge thank you to the patient and wonderful Elaine.

The WORST... - customer service - quality of product Avoid at all costs. Please read their reviews (I wish I had) - see Trustpilot; comments left on their Facebook & Insta pages.

My experience of the customer service from this company was incredibly poor. Item ordered through 'Not on the High Steet' on 23rd November, was promised it would arrive by 10th Dec (which I thought was quite a long time in itself!), then delayed to Dec 14th, then again delayed to 16th and now it's the 18th and still no delivery, I asked them for a tracking number FOUR times and they only provided one to me on the 17th Dec - laughable really. I understand it's Christmas and there are many delays but it's common courtesy to let people know if there are supply chain issues etc. Customer service is incredibly poor, lacking in any direction and the representative will give false promises. Basically it seems they take your money and no customer care afterwards - I would firmly advise ordering from this company.

Their items are often out of stock but they won’t show you that on the website and it seems they want to keep your money. I offered two lamps and I’m still yet to receive them and reading that reviews below I’m not sure I ever will! Stay away from this company, worst online shopping experience of my life!!

I purchased a floor lamp from The Forest & Co. via Not On The High Street. The lamp wasn't cheap, at £190, but looked beautiful. Within a day I had an email from The Forest & Co. advising me that there was a stock issue and the delivery was delayed by 10 days. Admittedly I was offered a refund at this point, but decided to wait. I emailed The Forest & Co. a few days before the rearranged delivery date to ensure it was still coming and they responded to say 'yes and that it would be with me by the end of the week'. However, it didn't turn up. I called The Forest & Co. and left a voicemail asking them to call me back about it, but had no call. I emailed them too, but had no response. I had, however, recieved an email from them saying I should have received my order by now and they hoped I was happy with it!???? So I called them again the following day. I was told that the item was apparently being 'held' by the distribution centre. The lady I spoke to said she would look into it and call me back. 4 hours later, no call back. So I called again, I spoke to same lady and she was slightly abrupt when I said I was expecting her to call me back. She had no further info but thought that there was still a stock issue and I would need to wait another 7-10 days. So I asked her to issue a refund. She agreed she would do this. Bearing in mind that to issue the refund, with my order on screen, was just a click of a button, several hours later no refund had been issued on PayPal. I contacted Not On The High Street, the representative agreed the refund was a click of a button task and said she would contact them. A few hours later I got an email from The Forest & Co. telling me they would issue the refund no problem, and could I tell them when was a good date to collect the item! What item? I had no item? At this point I escalated my claim on PayPal, the next morning a refund had been issued. The lack of communication, an apology, and honesty from this company was ridiculous. They are still advertising this item on their website and Not On The High Street, for delivery within 3 days! Do not spend your hard earned money with this company!

I ordered two items from this store via Not on the High Street, one on 20 November 2017 and the other on 21 November 2017. The first item arrived and second did not. Both items state they were dispatched on the same day. When I first contacted them via their online form and via Not on the High Street they apologised immediately and said they would resend the item asap. After waiting over a week, when it was not received, I contacted them and have now been attempting to reach them since 12 December. I have received no response and their phone number is constantly engaged. The customer service is appalling, especially considering it is Christmas time and many of the items they are selling would be marked as Christmas gifts. I would never recommend them to anyone.

I ordered a scarf from this company and it said the shipping would take two to seven days from "notonthehighstreet.com" and I received the item a month later! The company were not helpful in the slightest and did not meet the bare minimum i expected of their customer service. Absolutely awful! Would not use again! (Although the scarf was greatly received by my mother for her birthday, only a month late!!)

I ordered an item from Forest & Co in September and there was a delay in sending it to me. They have already got the £12 for the item, and I received an email to say the item had been despatched on 13th October and would arrive on or before 15th October. I am still waiting and it is 22nd October. I have left two or three messages online about this matter but no response. As it was a birthday gift for my daughter needless to say, she didnt get it. I am disappointed with the service - and have notified *notonthehighstreet.com* about this matter. I would like to cancel this order and have a refund of what I have paid. Lee Sidford

the product arrived 5 weeks after its estimated date for delivery the full purchase price was deducted from my account when I placed the order, the company had my money for 13-14 weeks before I was sent the product I made all the running in chasing up the product (paying for about 4 phone calls) although I was assured I would receive an email or call to keep me updated, nothing came by the time the product arrived it was being offered on the company website for 30% less than I paid (the difference was refunded but only when I asked for it) the company failed to give parcel force my mobile number so I was out when the parcel arrived the product was of poor quality with a visible flaw, it was very over priced, with very cheap packaging, being marketed by an online beautiful but misleading photograph the web site does not state country of origin of products, I only knew it was made in China rather than by a 'local artisan' when it arrived staff were polite and apologetic when I phoned