Oak Furnitureland Group Limited (company number 12645185), trading as Oak Furnitureland (“we”, “our”, “us”, “the Company”, “OFL”) is committed to maintaining the integrity, transparency, and fairness of customer feedback. This Reviews Policy outlines how we collect, manage, and display customer feedback in strict compliance with our statutory obligations under the UK's Digital Markets, Competition and Consumers Act (DMCC Act). Every process detailed below is designed to protect consumers and guarantee authentic, unbiased representations of our product and service experiences.

1. Independent Partnership with Trustpilot
   • Verified & Organic Feedback: Oak Furnitureland Group Limited (“OFL”) partners with Trustpilot to independently collect and display all verified and organic customer feedback, including product, service, and delivery experiences.
   • Centralised Transparency: To ensure complete structural integrity and transparency, we do not syndicate or pull reviews from any other external platforms, ensuring all feedback remains centralised.
   • Compliance & Fraud Prevention: While Trustpilot utilises automated systems to detect and prevent fraudulent content, OFL remains responsible for ensuring that our use of the platform is fair, transparent, and legally compliant. Customers can review Trustpilot’s full User Terms and Anti-Fraud Policies directly through their platform.
     
     
2. Automated & Impartial Review Invitations
   • Fair & Neutral Process: We believe honest customer reviews are essential for improving our services and helping you make informed decisions when choosing our products. We are committed to a fair and open review process and send review invitations automatically to a sample of our customers after an order is placed or fulfilled.
   • Anti-Cherry-Picking Guardrails: This process is fully automated and impartial; we do not manually select any customers for review.
     
     
3. Strict Anti-Gating & Transparency Standards
   • No Pre-Screening: We do not use “review gating” or pre-screening mechanisms, nor do we use surveys or automated systems designed to steer satisfied customers to public review platforms while diverting dissatisfied customers to private support channels.
   • Unbiased Feedback: We want to hear about your experience, whether positive or negative.
     
     
4. Zero-Incentive Policy
   • Absolute Transparency: In alignment with our overarching DMCC Act commitments, we operate a strict zero-incentive policy.
   • No Financial Benefits: We do not offer discounts, gifts, loyalty points, or any financial benefits in exchange for submitting, modifying, or removing a review.
     
     
5. Active Monitoring, Integrity, & Fairness
   • Profile Oversight: We regularly monitor our official Trustpilot profile to maintain the absolute integrity of our customer feedback.
   • Fraud Detection vs. Negative Feedback: While we rely on Trustpilot’s automated verification systems to prevent fraudulent or inauthentic content (fake reviews) from being published, we also maintain an active internal monitoring process.
   • Formal Reporting Mechanisms: If we identify a review that appears to be fraudulent, defamatory, or in breach of Trustpilot’s guidelines, we will use their formal reporting mechanisms to request an investigation.
   • Respecting Critical Reviews: We do not report or challenge reviews simply because they contain negative feedback or low star ratings. We value all constructive criticism as it helps us improve our service.
   • Channel-Level Auditing & Accountability: We internally audit all customer reviews to systematically isolate common themes and operational pinch-points. This process is executed at a channel level, ensuring that each individual area of our business is held directly accountable for continuously improving the specific service delivered to our customers.
   • Proactive Issue Resolution: We may contact you to discuss your review, with a view to resolving your issue wherever possible and to improve our service.
     
     
6. Unconditional & Independent Resolution
   • Separation of Rights: Your experience with our customer service team is entirely separate from your right to leave a review.
   • No Conditional Resolutions: Our teams are committed to resolving any service issues you may experience, and any offer of a refund, replacement, or goodwill gesture is unconditional. We will never request, suggest, or require that you delete or alter a review as a condition of receiving a resolution to a service issue.
     
     
7. Guidelines for Leaving a Helpful Review
   We value your honest feedback and encourage you to leave reviews that help other customers make informed decisions. To make your review as helpful as possible, we suggest the following:
   • Be Specific: Mention the specific product, delivery service, or customer interaction you experienced.
   • Focus on Quality and Experience: When reviewing products, share details on quality, appearance, and value. When reviewing service, let us know what went well or where we could improve.
   • Stay Relevant: Keep your comments relevant to your purchase and service experience.
   • Provide Constructive Details: If you had a negative experience, please provide clear, constructive details so we can investigate and improve.
   • Maintain Data Privacy: To maintain data privacy in your reviews, do not include personal details; this includes your details or our employee details.

For answers to common questions around our customer feedback process, please visit our Customer Reviews FAQs page.

How to Contact Us
If you have any further questions regarding this policy or wish to raise a concern about how feedback is managed, please follow our standard complaints process, which provides a clear mechanism to contact us by phone, online, or email via our Customer Contact Centre.
This policy may be updated from time to time to reflect changes in legislation or our internal practices. Policy Document Last Updated: July 2026.