Garden Timber Online Reviews 

Ordered 2 planters with trellis 2 days ago. We have recieved no confirmation email which is supposed to be automated, the money has been been taken from account. Have emailed for confirmation of order and delivery and had no response. We have screen shots of order confirmation.

AVOID AVOID AVOID
Not trustworthy. Keep putting delivery dates back, blatant lies on the phone to you. I have had to cancel the order, and now having a hard time getting my money back.
AVOID AVOID AVOID

Great customer service from ordering and delivery. Just placed another order.

Really good quality product for the price.
Ordered while company was on Christmas shutdown, but still spoke to a real person who confirmed what I needed and warned me of delayed delivery due to Christmas and New Year closure.
Was delivered by a company owned vehicle (I think. It was sign written) by a friendly, helpful driver.

Unbelievable poor experience. Ive order materials on behalf of my customer and it has taken nearly TWO MONTHS for them to deliver. Infact, I do not have the the product and they dont know when it will arrive. Every time I contact them they just tell me it will be another two weeks away.
They seem to be advertising products they do not have to sell. To say we are disappointed is an understatement.

‼️🛑❌ Do Not Buy
‼️🛑❌ Do Not Buy – Poor Service, No Communication, SCAM ARTISTS❌‼️🛑

I placed an order for a planter with trellis privacy screen on 31/10/2025. They were responding to emails and spoke to me nice BEFORE I PAID! IT WENT DOWNHILL AFTER I PAID!

1. No confirmation email for order sent, plus delivery date went over by almost 2WEEKS! STILL NO DELIVERY.

NO DELIVERY, NO ORDER NUMBER, £251 STOLEN FROM MY ACCOUNT. TODAY IS 18th NOVEMBER!

IT HAS BECOME A FULL TIME JOB DEALING WITH THESE SCAMMERS

Despite repeated attempts to contact the company via email (ALMOST DAILY and phone calls, I never received a confirmation or reliable delivery date.

Today, during a recorded call with their representatives (R and J), (fyi I mentioned their first names and the scammers flagged &removed my reviews ), slammed the phone down on me, claiming she would follow up in the morning. This is the fifth time a representative has ended a call abruptly without resolving the issue.

The delivery date has long passed, and there has been no communication or accountability from this company.

Many other customers appear to be experiencing the same problem. I have now initiated a chargeback with my bank due to their unprofessionalism and failure to deliver.

‼️❌🛑Do not buy from this company. They take payment but are unable or unwilling to fulfill orders, and customer service is unresponsive and unprofessional.

Every call to them they either Yell at you R yelled the moment she picked up the phone ‘she’s having the worst day ever’ that had nothing to do with me but proceeded to yell and treat me terribly after taking the chance on them despite their numerous bad reviews (IM NOT A THERAPIST, you should NEVER EVER VENT to customers it’s unacceptable especially when you’re treating them very POORLY)!

‼️If you value your health and sanity do NOT SHOP HERE AS THEY STEAL YOUR MONEY‼️ and NEVER DELIVER, NEVER SPEAK TO YOU, DODGE ALL EMAILS AND PUT PHONE DOWN THE MOMENT YOU CALL.

🛑🛑❌ABSOLUTE SCAMMERS DO.NOT.BUY.FROM.HERE 🛑🛑❌

Chaotic, disorganised, unreliable. We ordered fence panels on 16th October. We sent an e-mail on 2nd November expressing disappointment that the panels had not yet been dispatched. Reply stated that the panels would be delivered “over next week”. They weren’t. Then on 4th November we received an e-mail promising delivery by 15th November, even though the website by then stated delivery would be between 5th and 11th November. By 15th November, the website said that delivery would be on 17th November whilst an e-mail informed us that delivery was scheduled for 20th November. During a period of a month, Garden Timber’s website stated six different delivery dates. Latterly the website stated that the order had been dispatched on 17th November and was scheduled for delivery the same day. Eventually, the panels were dumped in our garden in the snow late at night on 19th November. Good quality product but dreadful service.

Avoid this company – possible scam.
After weeks of excuses about why our order couldn’t be delivered, we were finally promised a refund. It’s now been over a month, and we still haven’t received a single penny — only more lies and empty promises.

They ignore emails, make endless excuses, and waste your time. It’s been an exhausting and frustrating experience just trying to get our own money back.

Do not trust them.

Ordered and paid for some fence panels on 8th Aug 2025, received nothing cancelled order by phone and email 20th Aug, received order ready for dispatch email 28th Aug, called and cancelled order again, by phone and email.
Received delivery email on 4th Sept 25, for 6th September.
Called again to confirm cancellation told there is a cancellation fee of nearly 50%, told if we took delivery the sale director will call on arrange credit and discount.
Heard nothing got nothing. Do not use this company they lie at every stage of the transaction.
Expect long wait, no discount, and lies every time you contact them.
Poor customer service
-1 for quality

This company is a great find. Good quality items and free national delivery! Will use again.

The customer service is first class and the products are of good quality.

Whilst the order didn't go to plan the customer service from Ruby was excellent and she tried to resolve issues proactively, with good communication.

I ordered some trellis 2nd August and was told would be delivered 5 to 7 working days.
Phoned to cancel order to be told to put it in writing. Which I did twice. Neither cancellation was acknowledged. So I phoned again to say I no longer want the trellis. Next thing I get an email to say delivery was due whilst I was away on holiday.
When I returned from holiday the order was incomplete. Again I emailed to say the order had been cancelled twice and they should arrange collection and that I wanted a refund ASAP. I was then emailed to say I would be charged for collection and thst the order could not be cancelled!
The order was finally fulfilled on 15th September. Delivery time was given 3 to 5pm. It was only the next day the trellis was discovered on a neighbours driveway.
From start to finish absolutely 0 customer service. They just take your money and make you wait and wait. Absolutely fuming I cancelled twice in writing and still ended up with the trellis. The manager was too busy on 4 occasions to take my call and never bothered phoning me back.
DO NOT BUY ANYTHING FROM THIS COMPANY!

Awful customer service. Trellis planter ordered on 3/8/25, delivery 'within 7 days'. Finally arrived today 7 weeks later! I emailed many times, and called, was brushed off with hardly any apology, offered a voucher which still hasn't arrived. Decent quality product but is basically just a fence panel screwed to a large planter and I could have made it myself in a day or 2. WILL NOT BE BUYING FROM HERE AGAIN!

Ruby was very helpful getting a suitable date for our delivery. All the wood arrived in good condition. Thanks

Very good customer service. After receiving confirmation that my order was ready for delivery, I was then informed the required items had gone out of stock. This could have caused major issues with our landscaping project, but fortunately the problem was efficiently sorted out by Ruby, with some assistance from her colleague Jasmine. I have now received the items, which are of good quality.

Don’t use this company . Ordered and waited weeks for delivery. After 24 hours I got an email to say my order was ready for dispatch . Three weeks later it was still waiting for dispatch. I eventually got an email giving me a delivery date and two hour time slot . Guess what it didn’t arrive . No message or email . Asked to speak to manager who openly admits they put in too many deliveries for the driver the last one never gets delivered . It came next day. Rubbish had to ask for someone to come to house and wait for it arrive but it didn’t come.
I asked for a discount as compo it was refused offered me a £40 voucher off anything. To be honest won’t use it as they don’t deserve custom .

Great customer service! Quality goods and a good price too....I am a returning customer which speaks for itself. I would definitely recommend Garden Timber Online.

AVOID purchased 3 x 7ft high trellis with planters at premium price however..... On delivery they were 6ft high trellis simply lifted halfway up the planter and re screwed in giving a poor look to the finished item . when i called ion to discussed was told that's what they do so i asked why do they charge a higher price for 7ft then , told would get back to me after several calls i have had no response at all, and no refund .

Easy to use website. The trellis I ordered was just what I had been looking for. I was informed when my delivery would be, just a few days after ordering, and it arrived between the times I was told. Very nice trellis, good wood, well made and exactly the measurements as stated on the website. I would use this company again.