OuterReviews of liveouter.com

Great furniture but HORRIBLE RIDICULOUSLY UNRESPONSIVE CUSTOMER SERVICE!!!!!

Have had a terrible time getting furniture delivered or getting anyone to response with an answer to as why my order is just sitting there pending pickup for 5 days & counting.

While the quality of the furniture is great, I agree with others that customer service and shipping are terrible and extremely frustrating. I ordered deck furniture in early March for a June 13 event thinkin that was more than enough time given the 2 - 3 week promise on the website. I understand delays happen but I just received the furniture today - June 6 -- with BARE cushions. The 3rd party shipper claimed they knew nothing about covers and that they are only responsible for the items they have in the truck. Now I have a bunch of furniture that cannot be used and I now have to find space to store these cushions since they are unable to be outside in the elements. The lack of transparency post-sale is very disappointing - especially for what is promoted to be a high end retailer. I would not recommend ordering from Outer unless you are willing to put up with significant delivery delays and mistakes. UPDATE: I bumped up this review from 1 to 3 stars, as after I posted this the customer service team did reach out to arrange for expedited shipping of my missing cushion covers. It's unfortunate that things don't run more smoothly as the furniture really is lovely. Thanks!

I’m very unsatisfied with the level of communication regarding the status of my shipment. I ordered my furniture on March 26 and it’s been almost 10 weeks with no update on estimated shipping timeframes or anything. Like other customers, there have been several emails back and forth with empty promises on how quickly the order would be shipped. I would really like to cancel the order at this point which is a shame because I really appreciated the design concept. I was willing to wait if the quality was high, but this is becoming unacceptable.

While I have received my cushions I have no information on all the furniture I ordered back in February (2/16 - when my card was charged). I have reached out to customer service multiple times. Was promised it would ship in 6 days over on 5/14. Now cannot get an answer at all and have no shipping confirmation. My order was over $10k so this is getting extremely worrisome.

After some initial frustration with Customer Service and missed delivery deadlines, the table we ordered was delivered, which we are delighted with.

Starting this review with the comment that I remain excited to receive my outer furniture - based on everything I've read, the QUALITY of their furniture is stellar. Unfortunately, 4 months after ordering my furniture (which was originally estimated to ship in 2 months) I am still in the dark about my actual shipping date. I completely understand that delays can happen (especially these days) and do not fault the company for this. My issue is 100% with their failure to provide proactive, regular, and realistic updates. Every update that I've received was initiated by an email from me and resulted (generally 3-4 days later) in a promise that went unfulfilled. My last promise from Outer was that shipment (and a tracking number) would happen last week. And yet here I sit with no tracking number and dwindling expectations. If/when the shipment arrives, I would love to update this review with a glowing account of how it was all worth the wait...but I'm not holding my breath.

Outer furniture came recommended by a family friend and when I first came across this review site I was terrified I would never receive my furniture. After receiving it I figured I would write a review of my experience in case there is someone else looking to purchase as I've learned a lot of their process and I think understanding that helps. First I want to say that if you don't mind waiting for some high quality furniture; this is well worth it. Ive hosted two events with a couch, two chairs with ottomans, and an umbrella and everyone has commented on the quality/comfort of the chairs. They seem firm at first touch but after sitting on it; it's perfect. That being said, I'm a big fan of the heavy umbrella base. During windy days; the umbrella stays firmly planted and I'm hoping to get a second base for another umbrella I have. As for the biggest complaint I've seen here - service and shipping: Service - I just checked my emails and I have about 50 emails with Outer since my order was released for shipment at the end of February. Yes, that means I waited two (white knuckled) months for the furniture but it did arrive. Each time I corresponded (and spoke) to Stephanie or Diana they were extremely helpful. If you're asking why I still give 5 stars after waiting two months; I'll cover that next. Shipping - Outer offers free shipping for large order because they utilize LTL shipping. After components are shipped in they are stored at a Warehouse and then they rely on sharing space on trucks heading to wherever (in my case, the east coast). Especially with today, space is harder to come by for freight unless you do dedicated trucks which is more expensive. Outer can have the shipment ready for pickup but then they're at the mercy of the freight forwarder to get the shipment to you. I say this because one thing that helped put me at ease was getting the Pro # which is the tracking number for the freight forwarder. It's updated frequently but will only show the travel from Outer's warehouse to the delivery company's location. For me it was the longest part of the journey so it helped for me to see that. I hope this helps explain and maybe alleviate some white knuckling for others when they place an order. As always, your mileage may vary. Ship