Calum Cromey-Hawke

Apr 14, 2025

Mixed Experience – Great Product, Disappointing Service

I recently ordered timber and while the quality and price were both excellent—minimal crowning and great value—the overall experience has unfortunately been quite frustrating. Positives: The timber itself appears to be of good quality. Pricing was very competitive. A manager personally offered to collect and deliver the missing items after hours, which I genuinely appreciated (even though I declined). On the first delivery day, despite staff shortages, the company managed to deliver the (incorrect) order and communicated delays clearly. When the mistake was raised, they did manage to redeliver half of the correct order the same day. Special mention to the delivery drivers—especially one tall chap—who remained upbeat and helpful throughout. His attitude really stood out and is worthy of recognition. Negatives: The first delivery was almost entirely wrong, along with also missing over half the order. The second delivery was also incomplete, with two more pieces missing that I was told would arrive the following Friday—nothing arrived. I am now waiting until next Thursday at the earliest to possibly receive the final items, with no guarantee based on past experience. This delay has caused a week-long postponement of my project, forcing me to rush through time-sensitive tasks (e.g., concrete setting, treating, staining) in a single weekend. The full delivery, if it arrives as now scheduled, will be 13 days late. I also took a day off work for the original delivery—completely wasted. No compensation or goodwill gesture has been offered, beyond repeated apologies and promises that haven’t been met. Conclusion: While the product and a few individuals within the company were commendable, the handling of my order was poor and has had real knock-on effects. I hope they improve their order management and customer care going forward—there’s potential, but my experience has left me wary.