The Natural Wood Company uk ltd レビュー 

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi,

I’m sorry to read your review.

This order was placed during a period where we experienced significant disruption due to a workshop move, which did affect dispatch and response times. I fully accept that our service during that period was not at the standard it should have been.

I understand you chose to recover the payment through your card provider, and this has now been resolved from a financial point of view.

Since then, we have stabilised operations and put processes in place to ensure orders are dispatched within stated timeframes and that customer enquiries are responded to promptly.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi Sally,

I’m really sorry to read this, especially as you’ve ordered from us before and had a positive experience.

Your order fell during a period where we had significant disruption due to a workshop move, which affected both dispatch times and our ability to respond to emails. I fully accept that this wasn’t the level of service you should expect from us.

I understand you chose to recover the payment through your card provider, and I’m glad this has now been resolved for you.

We are now fully settled in our new workshop and have processes in place to ensure orders are completed within our stated timeframes and that customer enquiries are responded to promptly.

I’m genuinely sorry we let you down on this occasion.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi Theresa,

I’m sorry to read your review and that you feel this way.

Your order was placed during a period where we experienced significant disruption due to a workshop move, which did impact both dispatch and communication at the time. I fully accept that our service during that period was not at the level it should have been.

For clarity, when responding to your bank’s enquiry, I provided the information we had on file regarding your order. I would never intentionally mislead a customer or a bank.

I understand your bank has upheld the chargeback, and this matter has now been resolved from a financial point of view.

Since then, we have stabilised operations and put processes in place to ensure orders are dispatched within stated timeframes and that customer enquiries are responded to promptly.

I’m sorry again for the experience you’ve had.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi,

I’m sorry to read your review and for the experience you’ve had.

Your order was placed during a period where we experienced significant disruption due to a workshop move, which affected both production and communication at the time. I fully accept that the service you received was not at the standard it should have been.

To clarify, the “next day” courier service refers to delivery time once an order has been dispatched, not the production lead time, as all of our items are handmade to order. That said, your order was clearly delayed beyond our stated timeframe, and I apologise for that.

I understand you chose to recover the payment through your card provider, and this has now been resolved from a financial point of view.

Since then, we have stabilised operations and put processes in place to ensure orders are completed within stated timeframes and that customer enquiries are responded to promptly.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi David,

I’m sorry to read your review.

This order was placed during a period where we experienced significant disruption due to a workshop move, which did affect both production and communication at the time. I fully accept that the service you received was not at the standard it should have been.

For clarity, your payment was refunded in full via PayPal, and this was completed some time ago, so the matter has been resolved from a financial point of view.

Since then, we have stabilised operations and put processes in place to ensure orders are completed within stated timeframes and that customer enquiries are responded to promptly.

I’m sorry again for the experience you’ve had.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi,

I’m sorry to read your review and for the experience you’ve had.

Your order was placed during a period where we experienced significant disruption due to a workshop move, which did impact both production and communication at the time. I fully accept that the delay and lack of communication were not acceptable.

I’m glad your order has now arrived, but I appreciate this was far later than it should have been, and I apologise for that.

Since then, we have stabilised operations and put processes in place to ensure orders are completed within stated timeframes and that customer enquiries are responded to promptly.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi,

I’m sorry to read your review and for the frustration caused.

I can’t identify your order from this review, and I don’t appear to have any recent messages linked to your name. It’s possible your emails haven’t come through, which has happened on occasion.

Please could you contact me directly with your order number or details so I can look into this as a priority and resolve it for you straight away.

We did experience significant disruption following a workshop move, which affected both production and response times, but we are now fully operational again and handling enquiries promptly.

I’ll make sure this is dealt with as quickly as possible once I have your details.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi Loren,

I’m sorry to read your review and for the experience you’ve had.

Your order was placed during a period where we experienced significant disruption due to a workshop move, which affected both production and communication at the time. I fully accept that the delay and lack of response were not at the standard they should have been.

For clarity, your order has now been refunded in full, and this has been completed.

Since then, we have stabilised operations and put processes in place to ensure orders are completed within our stated timeframes and that customer enquiries are responded to promptly.

I’m sorry again for the inconvenience caused.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi,

Thank you for your kind review, I really appreciate you taking the time to share this.

I’m glad you’re pleased with the quality and that it’s easy to assemble and store, that’s exactly what we aim for with these trees.

Thanks again,
Steve

The Natural Wood Company uk ltd からの回答

2026年4月25日

Hi Geraldine,

Thank you for your thoughtful review, I really appreciate you taking the time to share it.

I’m very pleased to hear you’re happy with the products and the finish, that means a lot.

You’re absolutely right about the delays. Your order fell during a period where we were relocating our workshop, which affected both production times and communication. I fully accept that this meant your items didn’t arrive in time for Christmas, which is of course when they were intended.

We are now settled and have made changes to improve both lead times and customer communication, so this situation doesn’t repeat.

Thank you again for your honest feedback, and I’m really glad you’re pleased with the items themselves.

Kind regards,
Steve

The Natural Wood Company uk ltd からの回答

2026年7月27日

Hi Julia - Thank you for taking the time to leave a review, and also for your previous orders with us.

I'm really pleased to hear that you found the website easy to use and that your order arrived on time. However, I'm genuinely sorry that the product itself didn't meet the standard you were expecting.

I only wish you had contacted me directly before leaving your review. If your item had arrived with a chip or a defect in the finish, I would have happily remade it for you or put things right straight away. That's certainly not the level of quality I expect to leave the workshop.

Customer satisfaction is very important to me, and if you would still like to get in touch, I'd be more than happy to discuss the issue and see what I can do to resolve it.

Kind regards,

Steve
The Natural Wood Company

The Natural Wood Company uk ltd からの回答

2026年7月27日

Thank you for taking the time to leave your review, and for your continued support over the years. It means a great deal that you had previously been so pleased with your earlier doorstops.

Firstly, I'd like to sincerely apologise for the delay and, in particular, for the lack of communication. I completely understand how frustrating that must have been, especially having placed your trust in us again.

Earlier this year, we went through significant staffing changes and had to relocate our workshop twice. This caused major disruption to the business and, unfortunately, resulted in delays and a breakdown in our customer communication. While this provides some context, I fully appreciate that it doesn't excuse the experience you had.

I'm pleased to say that our workshop has now successfully relocated to Cambridgeshire, and we are back on track. Orders are being completed and dispatched on schedule, and our communication with customers has been restored to the standard it should always have been.

I'm genuinely grateful for your kind comments about our products and for wanting the business to succeed. I only wish your experience on this occasion had reflected the standard of craftsmanship and service that we always aim to provide.

Kind regards,

Steve
The Natural Wood Company

The Natural Wood Company uk ltd からの回答

2026年7月27日

Thank you for taking the time to leave a review.

I'm very sorry to read about your experience. Unfortunately, despite looking into the information you've provided, I have been unable to identify your order, so I'm unable to investigate the circumstances or respond to the specific points you've raised.

If this review relates to a genuine purchase from us, I would be very grateful if you could contact me directly with your order number, name or postcode so that I can investigate the matter fully.

Earlier this year, we went through significant staffing changes and had to relocate our workshop twice. This caused major disruption to the business and, unfortunately, resulted in delays and communication issues that affected some customer orders. While this provides some context, I appreciate that it would not have met the level of service our customers rightly expect.

I'm pleased to say that our workshop has now successfully relocated to Cambridgeshire, and we are back on track. Orders are being completed and dispatched on schedule, and our communication with customers has been restored to the standard it should always have been.

If you're willing to get in touch, I would welcome the opportunity to identify your order and discuss your experience directly.

Kind regards,

Steve
The Natural Wood Company

The Natural Wood Company uk ltd からの回答

2026年7月27日

Thank you for taking the time to update your review.

Firstly, I'd like to thank you for updating your rating after your Oak Christmas Tree arrived. I'm delighted to hear that you're pleased with the craftsmanship and quality of the finished product.

That said, I completely understand why you wouldn't want to repeat the experience. The delays and, in particular, the lack of communication fell well below the standard I expect from my business, and I sincerely apologise for the frustration this caused.

Thank you for taking the time to update your review.

Firstly, I'd like to thank you for updating your rating after your Oak Christmas Tree arrived. I'm delighted to hear that you're pleased with the craftsmanship and quality of the finished product.

That said, I completely understand why you wouldn't want to repeat the experience. The delays and, in particular, the lack of communication fell well below the standard I expect from my business, and I sincerely apologise for the frustration this caused.

In the last 12 months, we went through significant staffing changes, redundancies, and had to relocate our workshop twice. This caused major disruption to the business and, unfortunately, resulted in delays and a breakdown in our customer communication. While this provides some context, I fully appreciate that it doesn't excuse the experience you had.

I'm pleased to say that our workshop has now successfully relocated to Cambridgeshire, and we are back on track. Orders are being completed and dispatched on schedule, and our communication with customers has been restored to the standard it should always have been.

Thank you again for recognising the quality of the product. I genuinely appreciate your updated review and hope your Oak Christmas Tree brings you many years of enjoyment.

Kind regards,

Steve
The Natural Wood Company

The Natural Wood Company uk ltd からの回答

2026年7月27日

Thank you very much for your kind review.

I'm delighted to hear that you're so pleased with your soap dish and that you appreciated the craftsmanship. Every item is handmade with great care, so it's always rewarding to receive comments like yours.

I also appreciate your feedback regarding the delivery time. Thank you for your patience, and I'm pleased that, despite the wait, you feel the finished product was worth it.

I hope you enjoy using your soap dish for many years to come.

Kind regards,

Steve
The Natural Wood Company

The Natural Wood Company uk ltd からの回答

2026年7月27日

Thank you so much for your lovely review.

I'm delighted to hear that you're so happy with your Oak Christmas Trees and that you're pleased with their quality. Every tree is handcrafted with great care, so it's wonderful to know that this is appreciated.

Thank you again for your support. I hope your trees bring you many years of enjoyment at Christmas.

Kind regards,

Steve
The Natural Wood Company