Shawfield Timber Reviews Summary

Customer Service

Pros:

• "Staff are very knowledgeable, and helpful."
• "Their customer service was good."
• "Friendly and efficient service provided by the Shawfield Timber team working under unprecedented circumstances like most builders merchants."
• "Cannot fault this company at all, from the young lady with the lovely Scottish accent."
• "Again great friendly helpful service from Chris and the team."
• "Customer service are friendly and helpful too."
• "The customer service was fantastic with my latest purchase until I requested replacement fence posts."

Cons:

• "It is the really rubbish communication."
• "Very disappointing - would not recommend."
• "There seems to be ZERO communication between your sales team and warehouse staff as I've come to find out."
• "Absolutely disgusting customer service had no confirmation about delivery I had to chase the delivery company because they didnt send the order over to the haulage company."
• "No phone contact available and the email communication is inexcusably bad considering how fast the money is taken."
• "Very much the same experience as John, no replies to emails and unable to call."
• "Zero customer service, no interest in providing updated delivery dates, no respect for customers."

Delivery & Stock

Pros:

• "To my surprise, my order arrived within 3 weeks (a week earlier than I was expecting)."
• "Despite the longer than usual wait, I was kept informed and they really went out their way to help."
• "What they had in stock was delivered within 2 days."
• "The goods turned up today which is earlier than the time frame given by them, which was the end of this week."
• "I was kept updated with the delivery schedule which arrived as promised."
• "Our decking arrived today which is 2 days later than originally promised, and well within the timeframe given on the phone."
• "I was kept updated with the delivery schedule which arrived as promised."

Cons:

• "It’s now over a week since my posts were meant to have been replaced."
• "Placed an order worth £442 took four weeks to let me know still not in stock so cancelled order an went elsewhere."
• "Ordered decking in March with a delivery date of April 4th. Still no decking."
• "Also their delivery service never updated their online tracking and my door was just left outside my house in the garden with no notice or warning given to me."
• "They have cancelled the order as they don't do that lengths."
• "Only to find that it was completely wrong. Zero decking boards or fencing boards, and gravel boards instead of fencing rails."
• "The decking boards were out of stock but not expected till end of month."

Product Quality

Pros:

• "The goods were of a good quality."
• "They have a very good selection of high-quality natural wood exactly what I was looking for."
• "The quality of materials is of a good standard."
• "The timber is good and the decks are well made."
• "The decking is well priced and great quality."
• "The actual product quality is excellent."
• "Fantastic quality and as always highly recommended."

Cons:

• "Many of the deck boards received are covered in a thick black tar which has stained the wood the joists are warped."
• "Having ordered a package of decking that invoiced me for 29 deck boards I received only 24."
• "Probably the worst company I’ve ever dealt with, half the deck boards were split."
• "Wrong size of decking screws delivered and also 4 bags of cement burst open."
• "Ordered a folding door and was sent the wrong size door twice."
• "Part of the order was replaced by another item without any notice."
• "The employee who took our order over the phone did not tell us exactly what would come with the order......BAD SERVICE!!!"

Communication

Pros:

• "I've used this place for birch plywood on multiple occasions now and have been very happy with them every time."
• "Think the sales chap was named Chris. He was super polite, very helpful."
• "I recently ordered decking from Shawfield Timber and found the staff very helpful and professional."
• "I cannot speak highly enough of the friendly and helpful customer service from everyone that I had contact with."
• "Great service from shawfield timber ..emailed my order in on the thursday .received email back straight away from Chris and was kept in regular contact and my wood was delivered on the Friday afternoon."
• "Would use this company again and would recommend them without hesitation."
• "Happy to give 5 stars and will use again."

Cons:

• "I've tried for weeks to speak to someone either by phone or email and had no response."
• "I have repeated every 2 days until today (29th May) and still no response."
• "They are acting like a company in distress, taking money for orders but not supplying the goods, no customer service worthy of the name."
• "Avoid these cowboys."
• "This company and its customer service is dreadful."
• "They don't ever seem to answer the phone or reply to emails."
• "What a joke, total cowboys...."