Project Timber
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Poor Communication, Missing parts and QA questions.
I can’t recommend Project Timber. I placed my order on 22nd August and chose delivery for 19th September. On 1st September, I got a call asking if I could take delivery earlier, on the 11th, but I declined as I wasn’t available. On 18th September, I called to confirm delivery and was told everything was on track. The next day, the driver Carl was great and very helpful, but he had to tell me that the rubber roof and window install kit weren’t included. Customer service said the roof would come the following week and the window kit around the same time. Because rain was forecast, I had to buy tarpaulin to keep things dry, which I feel should have been reimbursed. When I started building, I found more problems. The threshold strip was missing, and the door opening measured 1875mm, the same as the doors, meaning they didn’t fit properly due to uneven edges. The suggested fix was that I plane the doors myself. I don’t own a plane, and when I asked if I’d be reimbursed for buying one, I was told no, and if I couldn't borrow one, they will see what they can do. Wanting to get on with the build, I bought one anyway. Although missing timber parts eventually arrived, the packing list had incorrectly shown them as included, and I also received duplicate parts, which made me question quality control. The rubber roof finally turned up, but as of 1st October I still haven’t received the window kit, and reimbursement of the Tarpualin will be looked at after I get all the parts (will I ever see this arrive?) Communication has been poor throughout. I wasn’t told about missing parts until delivery, and I’ve had to chase for every update. I do think the quality of the timber is good (Although I paid for all the upgrades), but the fit and finish is poor, with nails missing their intended location, cladding overhanging openings (which need to be cut), or not meeting the edges. 20th Oct update - still waiting for the "Window Kit" and partial refund promised to me over a week ago. I emailed twice last week to clarify what was in the missing kit, and also about my refund. I think I've now been ghosted. Worst experience ever, and I've had issues with companies featured on BBC Watchdog too (see other reviews)