Outer Reviews 110

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

Absolute disaster of a company. Be prepared to wait 2 to 3 times as long as they say for delivery. Customer service is non-existent. We tried reaching out so many times and can’t get any response. Borderline scam company. STAY AWAY!

Great product but terrible customer service. My first order went fine but I can't get anyone from customer service to give me status update on my second order. Its been over 2 months and 5 attempts to reach them, nothing.

Do not order from this company. I purchased an item for over a thousand dollars in July 2024. It is now March 2025 and I still have not received the item. I have contacted customer service at least five times, and the issue is not resolved. This company is not trustworthy or reliable. Keep your money.

Like many others, shipping was much longer than originally estimated, and customer services kept providing inaccurate updates on when it would arrive. My order came with mismatched cushions, a cracked chair, and no cover for one of the couch cushions. Furniture quality is not worth the cost.

Like other recent reviews, we haven’t received our furniture 2 1/2 months later. It hasn’t even shipped yet even though they continue to say on the website that this item ships in 1-2 weeks.

Originally from reading reviews, I thought it was mostly delays from 2020 / 2021- but clearly it's a bigger issue.

I ordered furniture with Outer late June, at which point I was informed my cream colored covers would be delayed until September. It is now the end of October, and I have reached out multiple times with no accurate information given about when these would be sent...

Some of the furniture came scratched, and rather than have them replace the entire thing, I requested touch-up paint. I was also told this would be shipped in a few days, and never heard back. I have been in touch multiple times.

I DO like the furniture, but this is a little wild to not have a response back, and I really wanted to have my furniture in cream color and not grey!

UPDATE: I bumped up this review from 2 to 4 stars, as after I posted this I ultimately DID actually receive both the touch up paint and the cushion covers within a couple of weeks. Thanks!

Do not buy from this company. Their website is sleek and their price point aligns them to high-end furniture stores.

However their after sales process is the worst I’ve experienced in recent memory.
• No communication about timelines or when to expect delivery.
• An initial sale confirmation and then…just silence.

I have followed up with them 10+ times. Each time I get a (friendly) response back in 24-48 hours (email is the only option; there is no phone). However, it is full of empty promises — ‘It will ship in 3-5 days.’ ‘They’ll reach out once they hear from the carrier.’ ‘I should hear from someone in ‘72 hours’. Each time, nothing, and I’m obligated to follow up yet again.

It’s been two and a half months. I still don’t have my furniture nor any timeline for delivery.

My next step will be to navigate canceling my order (Wish me luck!) Even Wayfair does customer service and aftersales better.

UPDATE: I did get my furniture after I wrote one final email asking for a callback that day or to otherwise proceed with cancellation. My review on the after-sales process remains unchanged…which is a shame because the furniture is genuinely high-quality. If Outer can get their logistical operations together, they really do have wonderful, sleekly designed top-end stuff.

Have ordered from Outer several times. Delivery was extremely late with first purchase (website indicated shipping mid June at my purchase date and it wasn't received until August.) Second purchase for a simple side table was made in early August and was supposed to ship in September. I have emailed customer support three times and left a phone message as well and have received no response in over a week.

The stain used on the teak furniture transfers to the cushion covers and does not wash out. Considering the cost of this furniture I am disappointed and do not recommend.

Horrible, ordered couches 8/11. Have never received them. Multiple emails with expected shipping dates that have come and gone. No one answers the phone. REALLY FEELING LIKE IVE BEEN SCAMED

First let me start with the product. It is great - the outer shell is so amazing as the trees around us drop a lot of leaves buds etc. the couch is sturdy comfortable and looks great. Because of this I understand the company is seeing tremendous growth. I ordered a couch (6 seater sectional in teak) around Memorial Day and the initial deliver estimate was off by a few weeks. While this was certainly frustrating as I wanted to enjoy the product their customer service really made up for it. Diana was responsive answering each one of my questions and personally getting my order out the door. They acknowledged the experience was not what they were going for and earned a second order from me by doing right by the customer. Currently have 2 ottomans on order to make it an 8 seater sectional and can’t wait.

If covered and left in the rain, the design causes water and dirt to run into cushion edges. When I went to remove cushion covers to wash them, the cushion liners had totally disintegrated into messy white powder leaving loose stuffing inside with no firm.

I wouldn’t have written a review here if it weren’t for their being so many negative reviews.

I have had a large wicker sectional set (7 pieces) for the past 3 years.

We live in Tasmania and the furniture (including cushions with built-in covers) have been outside the entire time (summer and winter)

Contrary to the other reviews here we have had nothing but excellent experience with this furniture from research, to purchase, to delivery and use. Customer service has been great throughout.

Recently we bought an ottoman to add to the collection and we were very pleased to note that on arrival our established furniture (with 2yrs of weather exposure in full sun (no roof or shade over it) had not faded at all.

Additionally. Our family and friends (4 separate parties) have also all bought sets (teak and wicker) and they have been happy with their experiences up in Cairns.

If you are considering buying premium furniture and your priority is solid, comfortable and durable furniture that you can easily add to, this brand is worth the money.

*I do agree that shipping can be a lot if you buy a small set. Shipping costs seem to be a flat rate so on the positive side, it doesn’t increase with larger sets and seems more appropriate for the shipping of 7 pieces than it does for 2 piece sets

Stay away from this scam. There's a reason why you can't find reviews anywhere and can't write your own review on their website. Everything on their website is rated at 5 stars. That should've been enough warning.

We ordered a 2 seat sofa 7 weeks ago and after countless automated emails telling us that our order is almost here before saying it's delayed again our order is still not here. Phone calls didn't help either.

They also charge a significant amount just for the delivery.

What a loss of prescious time and effort. We will be disputing the charges if they don't refund soon.

I really can't say enough about how poor the service experience is with this company. Three months after placing my order I still do not have the furniture set I ordered. What I do have is 3 different deliveries that all came with damaged pieces; 11 extra cushions that I have had to find space to store awaiting pick-up; an entire set of multicolored cushions - none of which are what I ordered - and the need to now physically change out all the cushion covers; and 3+ hours of my time contacting Outer customer service, counting and sorting cushions and cushion covers. They are barely apologetic and never proactively check back in to see if I finally have my furniture. I wouldn't recommend them to anyone and greatly wish I had gone with RH which was my other choice.

Customer service is fantastic on the front end they are lucky to have Lauren. Post sale you get bots.. for email replies up to 48 hours.
No chat if you select existing order, one is sent right to email again in 48 hours.
The phone number listed has no one that answers.
Better to know this upfront.
No way to reach management either.