Offthegrain レビュー 

Bought a window fascia beam via the B&Q website, unfortunately it arrived completely bowed and distorted and will not sit flush to the wall as it is designed to. It also only came with two fixtures, despite needing three.
Received a follow up text message from the owner 'Dom' so responded with photographs and expressed my disappointment at the condition of the beam. I was told to forward the photographs and order details on to a customer support email contact. Had no response to my email so contacted Dom again only to be directed to customer support again (suggested my email may be in a junk folder) and not surprisingly I've heard nothing since.
Just really disappointing service and customer support from Off The Grain.
I honestly do not understand the point of a follow up text message if any issues are then ignored or disregarded.
Not a cheap purchase by any means and judging by other reviews, also not the only customer to be really disappointed by this company.

The coats hangers we purchased from Off The Grain are beautiful, good quality, exceed our expectations. The wood and the craft are with high standard, very happy with the products.

Very pleased with my coat hanger rack in solid oak from 'Off the Grain', its a lovely piece of wood. The online shopping could not have been easier and the item was delivered within the stated delivery period, with regular progress updates to keep me informed.
A happy customer 👍
Martyn

DO NOT BUY FROM THIS SCAM COMPANY!! I ordered a beam in July 2025 and returned it at my own cost £30 as it had to be collected and they will not send me my refund, I have been chasing my refund since last year. They kept saying it was being processed, I chased again the other week and they offered me store credit? So they obviously never processed the refund at any point, they are now ignoring me, not answering any emails or calls.

Off the grain product was very high quality timber, well crafted and finish looks great 👍

The item took a little while to arrive and I did have to email them to chase. But it arrived really well packaged and beautifully made. It was exactly what I needed. I’m very happy with my wooden shelf. It would be 5 stars if not for the delay in delivery. Thanks Dom.

Item arrived and it was exactly what we wanted really good quality

Loads of updates throughout the process, UK based small firm, handmade items, great quality wood and finishes, would absolutely shop from offthegrain again. As a side note, I'm not sure why but the coat hanger I bought smelled amazing out of the box!

We bought a lovely coat rack with shelf from these guys. The quality of the item is beautiful, and it was lovely to hear that it was being made to order - it makes it all the more special. The customer service was top class, receiving emails to explain that our item was being made, and when it was finished, followed up by a text from Dom once it had arrived, to check we were happy with it. Will deffo use Off the Grain again :-)

Avoid at all cost! We were left £355 out of pocket. Very very poor customer service, lower quality finish and much more expensive than panels for sale in house at B&Q.

We placed an order for panelling for our bathroom through the B&Q website on 3 individual purchase orders. We received the first order as expected so we painted them and fixed them to the wall, the next two orders never turned up despite continual broken promises from the supplier that the panels would be delivered (and a total of~5 hours on the phone chasing up on several different occasions). The supplier constantly said that the panels would arrive in the coming days... they never did. This meant the plumbers fitting our bathroom had to go to another job for over a week leaving us in a worksite with no sink upstairs.

Eventually, we gave up waiting and went into B&Q to see what they had so we could finish the work. They sold panels at £30 per panel with a far better finish than the £70 per panel from off the grain.

Unfortunately, the extra work cost us half a days labour (£200) and, of course, off the grain refused to refund the panels we had to rip off the wall (£155). They had no problem refunding the rest because they obviously hadn't left the warehouse yet (although they had promised that they were just about to be delivered...again...).

Exceptionally poor service. The mantle I've ordered is now 3 weeks overdue. Customer service has been very poor and not pro active. They replied to my delivery query at first but now they are not replying to my email and phone line just claims they are unavailable and cuts off. I have reported the company to my bank for non receipt of goods and for a refund. Off the Grains lack of action and no phone contact makes me believe they are having trading difficulties or are in the brink of collapse.

Mantel arrived well packaged, great colour, great product! Very very happy, finishes off my new project perfectly!
My only whine is the fittings supplied weren’t reliable enough

Quality product. Came well packaged.
Very happy with the beam. Looks incredible above my fireplace.

Ordered oak coat hook shelf! Excellent quality and looked exactly like shown on website! Would definitely order again and highly recommend to family & friends

I have bought from this site twice now and received excellent customer service both times. The quality of the product has been excellent and very consistent and I woupd definitely recommend.

Off the Grain were amazing from start to finish. We needed a mantle beam for our fireplace I ordered and then got a message to say our new sofa was coming earlier than expected and Dom rushed through our order to get it here so we could get work completed before the sofa arriving. Great communication, great price and great customer service

I ordered a heritage oak coat hanger with 8 hooks. It arrived within the time scale given when I ordered the item. It was easy to fit and of good quality. I would highly recommend Off the Grain and would certainly order from them again.

We recently bought two solid oak shelves from Off The Grain and I’m really pleased with both the quality of the product and the customer service. The shelves themselves are beautifully made, solid and exactly what I was hoping for.
Delivery was slightly longer than expected, but as soon as my concern was raised, Off the Grain were straight on the case as soon as I got in touch. They kept me updated and got everything resolved ASAP, which was great customer service and really appreciated. Overall, a great experience and I’d definitely recommend Off The Grain.

I placed an order with Off The Grain on 21st March for a garden box. The website stated 2-3 days to ship. What has followed is over two months of delays, an incorrect shipping number and no garden box.

Six weeks into my wait I posted a Google review reflecting my experience, the company text me offering 20% off to remove it. I declined and asked for delivery instead.

Eight weeks into my wait I was promised the item would ship within 7 days or I’d receive a refund.

Another week passed and when I chased I was told it still hadn’t shipped because the box was mispriced. The company said that if I removed my review, they would absorb the difference and dispatch it that day (for ref. there was a £90 difference between OTG and Garden Trading’s own website). In the interest of speed I agreed, removed my review, and received nothing.

I have now requested a full refund nearly ten weeks after placing my original order.

Off The Grain has repeatedly misled me about the order status and twice offered incentives to remove a genuine negative review, a breach of the Digital Markets, Competition and Consumers Act. I will be reporting this to the CMA, Google, and Shopify.

I appreciate the challenges of being a small business but my experience goes beyond what is reasonable - Avoid at all costs!!!!

We ordered a solid oak mantle shelf from off the grain. The product is fantastic and being finished in a natural way really enhances the fireplace and the fire within. Communication was good and nothing was left to chance with the protective packaging. I would recommend this workshop and would use them again.