Absolutely amazing service , definitely 5 stars! I ordered a personalised wooden bookmark as a gift and I couldn’t be happier with it. The service was exceptional from start to finish. I even recei... もっと見る
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Product: as advertised. Delivery date indicated when order placed: Totally wrong. Communication about order status / delivery date: None. Response to emails / web chat: None.
企業が回答しました
Thank you for your response Steve . The oak tree did arrive , beautifully packaged and craftsmanship looks amazing . Not assembled it yet though . Sorry you’ve been through such a difficult time .... もっと見る
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Ordered 6 April. Still waiting. No communication. After no response, raised a PayPal dispute 16 July. Within an hour of that got Tracking notification. Will update once it arrives. DPD don’t actu... もっと見る
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企業情報
当該企業による記述
We offer the customer beautiful, practical, handmade products for the home and garden. We will always strive to provide the best possible service, quality and value. The Natural Wood Company is a small workshop in the heart of the Cambridgeshire countryside that specialises in creating beautiful wooden gifts for the home and garden.
連絡先
Rose Cottage, Cambridgshire., PE14 9LR, Wisbech, 英国
- 07957602929
- steve@nwco.co.uk
- nwco.co.uk
3.3
まあまあ
278件のレビュー
顧客にレビューを依頼しています
この企業は、ポジティブかネガティブかを問わず、顧客にレビューを依頼しています。
ネガティブなレビューの 91％に回答しています
通常1カ月以上経ってから回答
この企業のTrustpilot 利用方法
レビューや評価の取得方法、スコアリング、モデレーションのプロセスについて確認する。
As a previous reviewer said this is not…
As a previous reviewer said this is not what I wanted to do.
We were promised delivery of our ordered”item on 9th July.
Despite many emails we are still waiting……..
2025年7月31日
The Natural Wood Company uk ltd からの回答
Hello Steve
Thank you for your feedback. We sincerely apologise for the delay in shipping your order and for the frustration it has clearly caused. We understand how disappointing it must be to be waiting far beyond the promised delivery date, and we truly regret that we’ve let you down.
We have checked the status of your order, I’m happy to inform you that it will be leaving us tomorrow.
We are actively working to resolve any issues that caused this delay, and I assure you that we’re taking steps to improve communication moving forward.
Thank you for your patience, once again, we apologise for any inconvenience caused. If you have any further concerns, please don’t hesitate to contact us directly.
Best regards,
Steve
The Natural Wood Company UK Ltd
Great Craftsmanship (First Order), But Ongoing Issues with Second Order
I’ve placed two orders with The Natural Wood Company. The first item was beautifully made — excellent craftsmanship and exactly what I was hoping for. Despite a delay due to their workshop relocation, I appreciated the discount offered on my second order and expected a smoother experience.
Unfortunately, the second order has been a major disappointment. I received an update on 8 July saying the item was “about to go into finishing” and would be dispatched “in a few days.” After that, I heard nothing for over a month, despite multiple follow-ups via email and Instagram, none of which were acknowledged.
After sending a final follow-up, I received a generic dispatch notification stating the item was on its way via DHL. That was five days ago — and DHL still hasn’t received the item. There’s been no tracking update, no personal apology, and no direct communication from the company.
I want to support small businesses, especially those producing high-quality products, but this level of customer service is unacceptable. I hope they take steps to improve communication and reliability going forward.
2025年8月6日
The Natural Wood Company uk ltd からの回答
Hello Jon
Thank you for taking the time to leave this feedback. We’re delighted to hear you were pleased with your first order and the craftsmanship of our products.
However, I sincerely apologise for the issues you've faced with your second order. As explained on our correspondence, we’ve been navigating some challenges due to our admin team member (customer services) being on maternity leave, this hole in our team has unfortunately led to delays in communication. While this is not an excuse for the lack of timely updates, it has had an impact on our ability to provide the usual level of service we aim for.
We’ve reviewed your order, and it appears there was an issue with the tracking updates from DHL. We have contacted DHL to resolve this immediately.
As said, we regret the lack of communication, and we’ll be addressing this internally to ensure better follow-through on customer inquiries moving forward.
Please feel free to contact us directly for any immediate concerns, and we will do everything we can to resolve this to your satisfaction. Your feedback is important to us, and we are taking your comments seriously as we work to improve our service.
Thank you again for your understanding and support.
Best regards,
Steve
The Natural Wood Company UK Ltd
Long lead time with no comms
I haven't even got the order yet and you're asking for a review, so ok then. It's been 7 weeks since I ordered. I've emailed twice and got no reply. The product was finally sent out the other day and now DHL have messed me around saying they attempted delivery when they hadn't. I'm about to go on holiday and there's a high chance of me missing this package which I've waited almost 2 months for. I've missed all the heatwaves already so by the time I get back I won't need this doorstop anymore.
2025年7月31日
The Natural Wood Company uk ltd からの回答
Hello Ed - Thanks for your review, sorry for the frustration.
As mentioned in response to one of your emails, lead times were longer due to staff shortages and our workshop move, you were understanding at the time, which we appreciated. I’ve tried calling you recently to explain that DHL had attempted delivery. If you check the tracking you will see that another attempt at delivery will be made tomorrow 08/08.
Steve
The Natural Wood Company UK Ltd
Glass storage jars.
Being able to call them when I had a question about my glass storage jars. Answered all my concerns. Very knowledgable and committed to their products. A joy to use and look at. Beautiful.
Online shopping pages a pleasure to explore for a future shop.
Glad we found yourselves. And all made in this country.
2025年7月4日
The Natural Wood Company uk ltd からの回答
Hi Kim - Thank you so much for your wonderful review.
I'm delighted to hear that you were pleased with both your glass storage jars and the service you received. I'm especially pleased that we were able to answer your questions and give you the confidence to make your purchase.
It's lovely to know that you're enjoying both using and looking at the jars, and that you found our website easy to browse for future purchases.
Thank you also for your kind comments about our products being made here in the UK. Supporting British craftsmanship is something we're very proud of.
Thank you again for your support. I look forward to welcoming you back in the future.
Kind regards,
Steve
The Natural Wood Company
Perfect for keeping patio doors open
I was looking for something for so long to keep our patio doors open and this is perfect! Yes you can put a plant pot but this will just scratch up the frame so this was ideal. Our new puppy loves it too but we have to stop him from chewing it !
2025年7月11日
4 x XL Tall door stops
I called on Thursday to order four XL Tall door stops for our new office patio doors and stayed that we'd like them by Tuesday for our opening event.
Steve was super helpful and got my order placed and confirmed quickly.
The door stops arrived Tuesday lunchtime and are perfect. We've had many comments on these praising the attention to details. A beautiful addition to the terrace.
2025年7月10日
自発的なレビュー
Terrible service
Almost 9 weeks with no update or replies since I put the order in. Avoid them and go elsewhere
Update post reply
Thanks for getting back. I didn't want to do this publicly either but you haven't replied to my email and I have been receiving emails from the company showing products you have for for sale
Maybe put something up on your website or socials so people aren't wondering what's going on. I did wait almost 9 weeks before putting up the review
Look forward to receiving it.
2025年7月11日
自発的なレビュー
The Natural Wood Company uk ltd からの回答
Hi Andrew
I’m really sorry to read your review and completely understand your frustration. Please accept my sincere apologies for the delay and lack of communication.
We’re a very small team and have been extremely stretched recently, our admin staff is currently on maternity leave, and we’ve also been in the middle of relocating our entire workshop to new premises. This has unfortunately impacted both production and customer communications. We have automated emails in place to try and keep customers updated during this period, but if you haven't chosen to accept emails, these won't have come through.
I’ve checked your order and can confirm it has been made and is scheduled for dispatch to Ireland early next week.
This isn’t normally the place we would choose to make contact with a customer, but as you’ve chosen to raise your concerns publicly, I wanted to respond here to show that we do care, we do follow up, and we are listening. It’s important to us, and to anyone reading this to see that we’re not a faceless company. We take responsibility when things go wrong and always aim to put things right.
I’ll personally ensure this is resolved to your satisfaction asap.
Warm regards,
Steve
The Natural Wood Company UK Ltd
The block itself is exceptional
The block itself is exceptional! There was some delay in it arriving, but after hearing the reasons behind the delay, I was more than satisfied.😀
2025年7月4日
The doorstops are fabulous and worth…
The doorstops are fabulous and worth waiting for (although it was a bit of a longer wait than expected). Service was very good particularly because when I had measured wrong and they were too big, the return process was simple and care was taken to ensure I got the measurements right and the mistake rectified making them a perfect fit. They look stunning and work brilliantly, particularly when it’s a bit windy.
2025年7月3日
Possibly the best customer service I…
Possibly the best customer service I have ever received had an issue with my order (my fault) phoned in hope and was pleasantly surprised that I could talk to a human and one with a sense of purpose and humour wouldn’t hesitate to purchase again 1st class staff 1st class product 1st class customer service
2025年7月2日
Excellent service and excellent goods
2025年6月26日
New review stunning doorstop
I have deleted my previous review and doing a. Update, order finally received and they are absolutely stunning, certainly would recommend to anyone. Thank you ever so much.
2025年6月26日
自発的なレビュー
Lovely product - chaotic delivery
The product ( patio door stop) is beautifully made and the engraving just as I asked for and would justify five stars - however, the dispatch/delivery process was very delayed with me having to ask for updates multiple times, not always being replied to, and it eventually arrived three weeks after the original estimated date ( too late for the family celebration it was a gift for). The door stop oil paid for as part of the order was missing, and I'm still waiting for that despite being told a week ago it would be sent immediately.
2025年6月25日
Great communication and managed to hit…
Great communication and managed to hit a tight deadline.
2025年6月19日
Poor Communication.
The product, patio door stops, is five star. Unfortunately, the service fell a little short, the expected delivery date was not met and I had to chase on several occasions with promised return calls not happening and an e-mail not being replied to. The reason was, apparently, a move to new premises but better communication would have resulted in a better than three star review.
2025年6月16日
The Natural Wood Company uk ltd からの回答
Gareth - Thank you for your honest review and for the kind words about our patio doorstops.
I’m truly sorry that our communication let you down. You're absolutely right, we were in the middle of relocating our entire workshop at the time, and while that’s not an excuse, it did unfortunately disrupt both production and customer service far more than we anticipated.
We completely understand how frustrating it is to have to chase for updates, and I’m sorry that promised callbacks and responses didn’t happen as they should have. We’re a small team, but we’re working hard to improve our processes so that future customers receive both the high-quality product and the smooth experience we aim for.
Thank you again for your order and your valuable feedback, it really does help us improve.
Regards,
Steve
The Natural Wood Company UK Ltd
Lovely unique gift
Fantastic service from time of order to delivery. Had a personalised bookmark made as part of a 60th birthday present, which is a very lovely unique gift. Highly recommended
2025年5月23日
I ordered item in 29th April
UPDATE- item arrived today, very pleased with item. Shame about the delays and lack of communication but I have decided to increase stars. I ordered item in 29th April, update that order was delayed due to premises move yet now not responding to messages and still not received item.
2025年6月11日
自発的なレビュー
The Natural Wood Company uk ltd からの回答
Dear Sue
I'm very sorry to read this review, but I completely understand your disappointment. We’ve been working through a large backlog caused by a surge in orders and a difficult workshop relocation, and while that’s no excuse for poor communication, it has meant we’ve struggled to stay on top of messages.
I will resolve this for you today. I’ll personally make sure your order is prioritised, finished and dispatched today for delivery tomorrow.
Sincere apologies again, and thank you for your patience.
Regards
Steve
The Natural Wood Company UK Ltd
I still haven’t received it
2025年5月27日
The Natural Wood Company uk ltd からの回答
Hello Rachel- We’d just like to follow up on your review to sincerely apologise for the frustration caused with your order. We’ve been monitoring the DHL tracking and can see it has now finally been delivered. We really hope you love it, and thank you again for your patience.
Kind regards,
Steve
The Natural Wood Company UK Ltd
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