Garden Timber Online Reviews 

Terrible experience. Ordered fence panels and have been given about 4 different estimated delivery time over the last 4 weeks and still no panels. I have called and cancelled my order 3 times and still no email confirmation of cancellation and no refund. I will have to seek a refund via my credit card. Something very dodgy going on at this company

ordered 2 radial pergolas and after months of waiting what we received was a cheap and nasty version of the picture on the website. The workmanship was appalling with two bits of timber stuck together to form the posts, the round front part was constructed of multiple thin bits of wood unlike the one single piece in the picture and the instructions were only relevant to the one in the picture and therefore absolutely no use whatsoever. This, on top of the months of waiting, being lied to and spoken to rudely on the phone. They failed to deliver £800 worth of timber which we eventually got on money back from through the bank as gto were telling us they didn’t have enough money to cover the refund. I could go on but suffice to say AVOID AT ALL COSTS

My Summerglade trellis panels arrived this morning. All good quality product, great ordering experience and no issues whatsoever. Thank you for delivery. Can recommend to use gardentimberonline.co.uk to anyone and will order from them again. I will need few more fencing panels later on this month.

Placed an order for fencing panels with garden timber online, it took a little time longer for my order to arrive, however I was notified via email about the lead time for delivery and when I received my order, all looking as described. Very helpful delivery driver and knowledgeable customer service, who help me to select right fencing for me.

Ordered few fencing panels from garden timber online, all arrived as expected. Good quality at a very reasonable price. Delivery in a few days since order placed. Very happy to order again.

My advise would be to avoid! My experience of this company has been terrible with awful customer service. I placed an order months ago and I did not receive a confirmation email. After multiple phone calls and emails I eventually received the confirmation email however I am yet to receive my order, or have any further updates. The only email I did receive was unhelpful and aggressive. I have had to go through my credit card to get a refund.

I have had an ongoing issue with an order for a slot down compost bin. The wrong product was delivered. 5 phone calls and one email later they agreed to re order from their supplier and collect the wrong one. The wrong product was delivered for a 2nd time and I'm now trying to obtain a refund but they told me all of their drivers are off for the whole of August and they say they won't refund me until it has been collected. Avoid this company!

Do not use. No confirmation email or text. Good job I took a photo of the order no. Phoned after 3 weeks to be told it would be with me at the end of June. Phoned 30 June told would receive email (of course not). Phoned again 3 July and said I would be requesting a refund. No email or text so phoned Thursday 6th to be told it was out dfor elivery. Yes recd but damaged but I've waited this long so il live with it. If you don't mind being their administrator keeping tabs of the order otherwise steer clear. Too much hassle.

This Cm Any delivered , be it late, a radial pergola with no instructions or fittings . I called three times but didn’t receive them as promised . I had a builder booked to erected the pergola , so spent money weatherproofing it , only to find that one of the four posts was a different length , none of the roof rafters fitted in the uprights and the circular frontage was two left sides and no right side . I have emailed and phoned to no avail and am now £600 down . I will be taking them to court

Order shed/greenhouse in March. Delivery date passed with no emails, no calls - nothing. Phoned repeatedly but they just lie. “You should have received an email” (yeah, I know I should have!) “we’ll get back to you this afternoon” - it never happens! This happened time and time again, with the same call taker finding it more and more amusing - he was very rude. Found directors name via Companies House website and asked to speak to him directly from there-on in. He could rarely give a reason for my lack of product, and was vague and disinterested at best.
Three months later I cancelled my order, and once again the numerous promises to get it confirmed and my refund processed were empty.
It was only when I threatened them with Trading Standards and small claims court that this was FINALLY actioned.
Please save yourself the stress - don’t do it. I don’t know what is going on with them, but this lot couldn’t run a bath. APPALLING SERVICE.

Placed an order 6 weeks ago. Credit card charged but received no order confirmation. Emails asking for delivery date ignored. Did get a response through their Facebook Messenger page and was told I would be sent an order confirmation. Never received one. Double checked they had the right email address through Messenger. Had a voicemail left almost a month ago saying approx two weeks for delivery. Emailed again after that to ask for delivery date and emails ignored. Other recent reviews here show a similar story - total lack of customer care. Website looks professional enough but I recommend people avoid this company. If no delivery date received this week I will commence procedures with credit card company to recover the payment. Absolutely avoid. I won’t ever be ordering from here again.

I am going to cut a very long story short.
I ordered a fan trellis on March 20th 2023. I was told to expect delivery within two weeks. After the two weeks passed I called them and was told there was a further delay but expect the delivery the following week. This went on for another two weeks. I called on April 17th and requested a refund. I was told that a delivery was scheduled for April 29th. The trellis finally arrived. It was nothing like the description or the website picture and in fact was falling apart.
I sent an email that same day, rejecting the trellis and requesting a refund. I was sent a complaints ref number and was told they would investigate.
As the company were not responding to any emails, I started a charge back claim with my credit card company. I also sent a formal letter of rejection quoting the consumer rights act 2015. I sent the letter recorded delivery. The letter was returned because the company refused to accept delivery.
A few days later I received an email admitting that the trellis was of substandard quality and I would receive a refund, which was credited back to me.
I have to say that this is the worst company I have ever had to deal with. I would not recommend them or deal with them again.
Buyer beware.

As per other reviewers I would warn any customer placing an order with this company as the odds are you will never see your product. I have requested a refund and its seems pretty clear I will have to go to my credit card company to get my money back. My order was placed on the 2nd Feburary 2023 and I am pretty sure I will never see my order delivered

Getting increasingly unhappy with this company. After ordering a pergola on May 9th I’ve had absolutely no communication at all re updates. The delivery window has just closed and I am about to start an enquiry process. This trust pilot review is a preliminary and a heads up to others to beware of dealing with Garden Timber Online. I plan to keep this review alive until satisfactory progress has been made.
Update: 14th July 2023
The company have now given a full refund. We did eventually have some constructive dialogue and the refund was the result. I personally feel the company has been going through a difficult patch, and perhaps now it has turned a corner, I truly hope so. The experience has however put me off using them in future, which is a shame. I think I will leave my review online for others to see and form their own opinions.

This company will take your money and then not deliver your order. They won't email you any confirmation of order and when you call them they will tell you, no matter what you ask, that they need approval from their manager. No one will call you back or email you. To cancel it states that you need to email them but they have no email address on their platform and instead have an online form you have to fill in. No confirmation is received to confirm that they have read or received this email.

I've contacted them by phone 3 times and by email twice yet not received any call back from any of these.

This feels fradulant as they have taken my money but I have no idea if they will ever deliver the item or if they will refund me.

Do not use this company!

Update: refund has been received. But I wouldn’t use the company again. Too mush hassle and zero proactive communication.

Update: Finally after 3 phone calls and 4 emails I now have email confirming my order is cancelled. Let’s see if refund is actually made!

Ordered a wooden trellis planter on 2 April with a delivery of last week in April. Two phones calls later and it’s still not been delivered. Appalling communication nothing proactive at all. I’ll wait another few days and see if they get back to me with a delivery. If not I’ll cancel the order and ask for a refund. If not forthcoming - as per other reviews - I’ll claim back from by credit card company.

DO NOT USE THIS COMPANY - I placed an order for fence panels based on the date of delivery (and even asked for them to be delivered a little than the advertised window). When no 24 hour "prior to delivery" notification was received, I contacted their customer services who said they were unable to advise of date when they would be delivered. I asked for the order to be cancelled and was told the refund would be issued within 3 days. A week later still no refund, I contacted customer services again who said it was with their manager and they refund just needed to be authorised. I then issued a cancellation notice via email and via the contact form on the their website. 2 Days later, I have had no contact or refund and the order is still sitting as in progress with a new estimated delivery date. I have called again today and was told the manager would call me. I would just like my refund please. I just wish I had read the recent reviews before placing the order.

Ordered a pergola and did not receive a confirmation or any communication from the company. No updates to explain delay in delivery. I cancelled my order but have not received a refund. It's impossible to speak to management. Am now having to take the company to the small claims court to get my money back. Avoid like the plague, this company is in my opinion, operating a scam.

No communication of a delay of several weeks just the order info online always said coming in next week. Never did. No response to request to cancel. In the end I had to get money back from Barclaycard.

ordered 2x compost bins never came!!! SCAM DO NOT USE