Project Timber
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No completion of work and poor customer service
We purchased a cabin-style office for the garden of one of our care homes in March 2025. The team who came to install it were friendly and kind to our residents, which we appreciated. However, the experience quickly turned disappointing. As the cabin neared completion, the contractors ran out of flooring and skirting. They assured us they would return the following week to finish the job—but they never did. Over the next month, we made multiple attempts to contact them. Initially, they responded and promised to come back, but eventually they stopped answering our calls altogether. We then reached out to Project Timber’s customer service team several times via phone and email. Each time, we spoke to a different representative who assured us the issue would be escalated and someone would be in touch to arrange completion. Despite these repeated assurances, no one followed through. It’s now September—six months since the project began—and the cabin remains unfinished. The flooring is incomplete, there’s no skirting, and there’s visible damage from the installation process. We’re deeply disappointed and now forced to hire external contractors to fix these issues at additional cost. This has been a frustrating and upsetting experience, especially given the vulnerable setting of a care home. We had hoped for a professional and reliable service, but unfortunately, that’s not what we received.