Hardwooduk Reviews 14

I ordered Solid European Oak Hardwood Timber from HardwoodUK on 1st December 2024 for £212.40. Initially, I contacted them in mid-December and was told by an employee that my order would be shipped by the end of that week. However, this promise was never kept.

In January, I followed up again and received a response from Jade, who claimed the issue was due to their shipping provider and assured me it was being sorted. However, after further delays and multiple emails from me, my messages were eventually ignored—especially when I stated I was no longer willing to wait and requested a refund.

With no response from the company, I had no choice but to escalate the matter to PayPal in late January. Even then, HardwoodUK failed to respond to PayPal at all, leading to me receiving a full refund.

This company repeatedly misleads customers with empty promises, blames external factors, and ultimately ignores refund requests. Given similar complaints from other customers, this seems to be a pattern of behaviour rather than an isolated incident. Avoid at all costs.

All the 1 star reviews for FS Manufacturing T/A Hardwood UK match my experience of dealing with this company. Money taken on day of order but no delivery, no order status updates, emails ignored and false and misleading information given over the phone. I am surprised they are still in business with such appalling customer service. They have a credible and professional looking website but beneath this is a company that cares little about providing a professional service. Thankfully I eventually got a refund by escalating a claim through PayPal.

i asked to cancel my order, and they promissed to refund. this was in september 2024.
so far i received no refund. i sent several emails.
they do not pick up the phone either.
is legal action necessary?
actually it is too late as the company is disolved. but one can still order from their website.
see companies house website.

A month after placing my order, I tried to get in touch via email and via phone, I got nothing both ways. I only managed to get a single reply when I opened a Paypal case, but that only was a vague "I can chase this up for you", but they never did. 2 weeks later Paypal closed the case in my favor and refunded; with no further communication from the seller.

Terrible service!!
Ordered the timber on the 17th November, finally turned up 12th December.

Was constantly ignored when trying to get information about the order and delivery! Finally got hold of someone and said I wanted a refund and summited the case to Paypal. Then if by magic the order was pushed forward and delivered within 2 days.

Will not be using again, huge delays and terrible service/communication.

WOULD NOT RECOMMEND!

Wish I could give these scam merchants a zero score! They took my money, never delivered and didn’t respond to any enquiries regarding late delivery or refund. I used PayPal so awaiting a refund from them - thankfully I didn’t share my card details online.

AVOID!! They will unfortunately take your money and won't deliver. Ordered timber to the value of £725 on 18th September. They said it had been shipped multiple times but didn't have a delivery report and material never turned up. I was promised a 3-4 business day delivery time scale which did not meet my expectations. I've not received my order 30days later and still not been refunded after requesting one due to loosing 2days work due to thw order not being with me as promised.

Harry Ojari (company director) will not answer any calls and Jade markham (company secretary) will feed the same lies over and over when i get through by calling off a differnet phone. They log your number and ignore it.

The good reviews on here are unverified and if you give an honest review on their websites it will be deleted if not 5star

They also have benchslatsuk.co.uk and fs manufacturing with stores on ebay and etsy which runs under the same people so avoid all.

Unfortunately this has happened to many people so please don't be the next victim.

I'm going to make it my mission to let the local community and uk wide know what could potentially happen to them if you order through one of their website.

Granted you could be a lucky one and have your timber that you paid for, but unfortunately like many others I wasn't so lucky.

Started the process with trading standards. WILL KEEP YOU UPDATED ......

Hardwood UK supplied one length of Mahogany hardwood which I needed to replace a door threshold. Web site was really easy to navigate and customer service was super helpful - they confirmed the oil I needed to protect the wood, and the date of the delivery. Order was extremely well packaged and delivered in good time by FedEx. Would recommend Hardwood UK.

Avoid this company. I ordered a single piece of wood at the start of June, I chased this after a few weeks and was told it would be despatched on the 11th July. Skip to mid July and I chase again and was met with apologies. Fast forward a few more chases and I cancelled the order mid Aug.
We are now into Sept and I am still chasing my refund. I expect I'll be onto trading standards by the end of the week at this rate.

Update 24th:
They have stopped responding to my emails and not yet done the refund. I have had to contact citizens advice who have passed this on to trading standards, and I raised a payment dispute through my bank.
..
For context, this is an avenue I have never had to explore in my 43 years until now.

Very prompt service. When I rang to discuss order the service team immediately located the ideal piece of timber and posted promptly.

I had high hopes but they were dashed. I ordered 2 smallish pieces of beech on 9 July. Expecting this to an easy order. As expected they had my money immediately and then nothing other than a ‘got your order’. Website says dispatch timeframe of 5-10 days. Phoned them on 18 July but no answer, so Emailed them asking for info and 2 days later got an answer email saying my order was due for dispatch 23 July. Got to the 25th July and still nothing, so rang them and got through to someone; asked me to hold so she could talk to the workshop. The order still hasn’t been fulfilled but they would see if they could get it to me for Saturday.

Enough was enough, so cancelled the order and asked for refund - The lass said ok and just hung up. Not expecting to see a refund so glad I paid through PayPal as I expect I’ll have to use their resolution service.

I won’t be using this company again which is a shame, but 16 days and still the order hasn’t even been processed is pretty rubbish.

Customer service is a shambles.
Placed an order online for which the money was taken immediately almost a month ago. Part of the order was delivered (1/4 items) and I am still waiting for the rest of the items. I have had to repeatedly chase and yesterday I was promised it would be delivered this morning by courier and they would confirm a gesture of goodwill credit in a email for their incompetence.
Email arrived this morning confirming delivery- next week. And no mention of the credit.
Product i have seen is good but I wouldn’t recommend using them unless my experience is an isolated incident. The failure of anyone accept responsibility and deliver literally and metaphorically to promise would suggest otherwise.

Not heard anything after making an order three weeks ago. I first ordered from this company around the 17th May and then made another order on the 25th May, I didn't hear any updates about either so then emailed them on 30th May to request an update on both orders and have not received a reply to this email

Have just sent them another email requesting an update and will update this review when and if this matter is settled

Update, Mon 10th June: heard from the company on Sunday morning apologising for the delay and informing me that FedEx would be delivering my order today, and I have indeed received my first order but not yet my second one

Update, Sat 22nd: Got an email on the 11th saying they would investigate and get back to me, I emailed them again on the 18th after having no reply, and still had no reply by yesterday, so I rang them and was told they would chase up the workshop and fedex to track down my order

Update Tues 25th: FedEx just showed up out of the blue with my order, would've appreciated a tracking notification first but at least I finally have everything thanks to their very helpful customer service person.

Final update: My partner wrote the earlier parts of the review. Having finally received the products and getting to look over them I feel I can put some final thoughts.

The wood itself, as a product, is absolutely fine and "as ordered". Correct thickness, correct wood type, yadda yadda.

The only exception to that is that I specified cut dimensions for one of the planks of wood, and whilst it does appear to have been cut shorter, it's a LOT taller than it should have been and quite a bit wider, too.

Now, I realise that most services like this have a +/-10% kinda policy and as I can't find my original plank length request - who knows, it may be within that. But the upshot is that I'm gonna need to buy a whole new power tool to trim the thing down. (Don't get me wrong, I barely need any encouragement to buy new power tools lmao, but it's frustrating nonetheless).

The other issue, as previously covered, was the time to actually get the wood to my doorstep. Credit to the customer service reps, I didn't personally deal with them but I get the impression that they were doing the best they could.

My guess is that they're a large retailer primarily for B2B and an annoying end user who essentially just wants some bits and bobs for DIY renovations kinda get pushed under the rug. Or maybe I just got unlucky, who knows. Either way, the wood is here now so I can at least conclusively say that they ARE a genuine company who will (eventually) deliver the products that you paid for, which I suppose is the point of this site at the end of the day.

Would I use them again? Only if I'm not in a big rush to get my products, and don't mind having to nag customer services multiple times.

I needed some bespoke sized hardwood posts for a garden fencing project and found Hardwooduk online. I was a little sceptical at first as the only reviews were on their own website - but I am so glad I went ahead with them.

Excellent level of service and communication; and the posts where wonderful quality and millimetre perfect.

Fully recommended and I would definitely buy from them again.