I strongly recommend not purchasing this product – or anything – from Home&Oak.I have now been waiting over two months for them to properly respond to a refund request that they are wrongfully refusing, despite my clear legal entitlement to one.I ordered two “My Little Masterpieces” frames on 14 December 2025. When they arrived some weeks later, the frames were superficially similar to those advertised online but significantly different from the product description and images. The frames I received do not include the storage compartment at the back (accessed by removing a slat) as shown in the listing, and they can only be hung in one orientation rather than multiple ways as advertised.I discovered this after the holidays when I fully opened the items to hang them, and contacted Home&Oak immediately on 14 January 2026. This was within the UK’s 14-day cooling-off period under the Consumer Contracts Regulations, and also well within the 30-day period under the Consumer Rights Act for returning goods that are not as described. Home&Oak also advertises a 14-day return window on its own website.I received no response for more than five weeks. On 21 February 2026, a customer service representative (“Vee”) finally replied, acknowledging that the products I received were different from those advertised and stating that they were in the process of updating the product images on their website (As of today, they still haven't). Instead of honouring my refund request, however, they offered a 20% discount on a future purchase.I replied the following day reiterating that I was simply requesting the refund I am legally entitled to. Three days later (25 February 2026), I received another response offering a 25% discount instead. I again insisted on the refund. Since then, I have received no further response (now nearly three weeks and counting).In short:• The product delivered does not match the product advertised• The company has acknowledged this• They have ignored a lawful refund request for over two months and instead attempted to offer discounts to avoid resolving the issueI am now formally escalating this matter, but in the meantime I wanted to warn other potential buyers about Home&Oak’s extremely poor customer service and apparent refusal to comply with UK consumer law.
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