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... Se mere
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Se, hvad kunderne siger
Product: as advertised. Delivery date indicated when order placed: Totally wrong. Communication about order status / delivery date: None. Response to emails / web chat: None.
Virksomheden har svaret
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 .... Se mere
Virksomheden har svaret
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... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
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.
Kontaktoplysninger
Rose Cottage, Cambridgshire., PE14 9LR, Wisbech, Storbritannien
- 07957602929
- steve@nwco.co.uk
- nwco.co.uk
3,3
Middel
278 anmeldelser
Bed kunder om at skrive en anmeldelse
Denne virksomhed inviterer sine kunder til at skrive en anmeldelse, uanset om den er positiv eller negativ
Har besvaret 91 % af deres negative anmeldelser
Det tager typisk over 1 måned at svare
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Nothing but hassle
Despite waiting for weeks and messaging, I still never received my order, customer service really poor
1. april 2026
Besvarelse fra The Natural Wood Company uk ltd
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
I put in an order in November 2025…
I put in an order in November 2025 which I did not receive despite several emails with no I reply. I eventually went to my credit card provider who reimbursed my money after investigating the matter.
Very disappointing as i had used this company before and liked their product.
1. april 2026
Besvarelse fra The Natural Wood Company uk ltd
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
Do not buy from this company
Do not buy from this company. Worst customer service. I haven’t received my item and it’s been 4 months since I ordered the item. I disputed it with my bank and they contacted the owner who made out he had sent me the item.
1. april 2026
Besvarelse fra The Natural Wood Company uk ltd
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
Worst experience shopping online in 30…
Worst experience shopping online in 30 years. Business suggested next day delivery then gave a list of excuses for not delivering a month later. Refused to communicate. Had to get credit card company involved to refund purchase.
1. april 2026
Besvarelse fra The Natural Wood Company uk ltd
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
Didn't get my order
Didn't get my order. Had to go thru PAYPAL to get my refund. Loads of excuses. Awful company.
26. marts 2026
Besvarelse fra The Natural Wood Company uk ltd
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
Besvarelse fra The Natural Wood Company uk ltd
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
Poor Communication
Steve, I have emailed and tried to call with zero correspondence. I ordered in November. Please urgently respond to my e-mails regarding the order.
23. februar 2026
Uopfordret anmeldelse
Besvarelse fra The Natural Wood Company uk ltd
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
ordered and paid for a board as an Xmas gift. Still no board and no refund.
I ordered an end grain board in early December as a Christmas gift and had confirmation that it would be delivered on December 23rd. No board was received and only after several emails did we get a reply (looks like the standard one a lot of people get) about problems and chaos at the company and apologies and a promise that it would be delivered in January. It is now nearly the end of February and still no board. We asked for a refund 2 weeks ago and have not had the courtesy of even a reply, let alone any money back.
21. februar 2026
Uopfordret anmeldelse
Besvarelse fra The Natural Wood Company uk ltd
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
Ordered a chopping board on the 8th of…
Ordered a chopping board on the 8th of December and still have not received the item! The estimated delivery was 17th December. I have contacted the company on multiple occasions and have received no response. I am now having to go through small claims court to try to reclaim my money. Do not trust this company they are scammers!
16. februar 2026
Uopfordret anmeldelse
Lovely product high quality.Packs down…
Lovely product high quality.Packs down into easy stored pieces but can be assembled in minutes.Attractive wax finish
16. januar 2026
Besvarelse fra The Natural Wood Company uk ltd
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
Beautiful products but lots of delays
Beautiful products. Perfect designs with a beautiful finish. I’d ordered a small tree, a customised engraved tray and a customised lidded jar. They’re very very nice. The big minus for me was that I ordered them on 30 November and they didn’t arrive until early January. So that didn’t work for Christmas !
I asked for a delivery update using the chat function on the the website. I received an automated email which seems to be the same as other people had received (having looked at other reviews), saying there were delays due to change of premises and that my order was mid production.
It seems it’s a business struggling to cope with production. Victims of their own success maybe?
I’m not sure I’d ordered again but I’m very pleased with the products. I do hope the Natural Wood Company gets on top of their backlog and learn to handle customer relations a bit better because they do a really good job with their products.
7. januar 2026
Besvarelse fra The Natural Wood Company uk ltd
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
Website easy to use,order came on…
Website easy to use,order came on time.But unfortunately not as nice as I'd expected having ordered in the past.Had a piece chipped out and just looked marked all over,not the nice oak finish as before.
7. januar 2026
Besvarelse fra The Natural Wood Company uk ltd
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
Very poor service and long delivery times
I have ordered two doorstops before from this company and was thrilled with them hence ordering another. I did make a mistake and gave the wrong sizes initially and Steve kindly agreed to part exchange the incorrect one to make a new one for me. However I’ve now been waiting for nearly 6 months and still no sign of it. I have rung, emailed and of course paid for my new doorstop. I’m a bit at a loss to know what to do next to get my order fulfilled. If you’re hoping to get your product anytime soon then be very cautious ordering from this company. I really really want them to do well as the products are lovely but I think it’s unacceptable to have no contact from the company at all to update me on where my order is. Very frustrating.
30. juli 2025
Uopfordret anmeldelse
Besvarelse fra The Natural Wood Company uk ltd
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
No communication after ordering over 6…
No communication after ordering over 6 weeks ago and spending £145. No reply to emails, live chats or when calling. I've reclaimed the payment via mastercard chargeback and recommend that you avoid this company,
8. januar 2026
Uopfordret anmeldelse
No product or communication
I ordered a (very expensive) doorstop in August 2025, delivery was originally quoted as 3 days. I chased after a month, and was assured it would arrive soon. After another month I emailed to cancel the order - no response. I've tried to get in touch again - four months after the original order - but the phone line always appears to be busy. Do not buy.
5. januar 2026
Uopfordret anmeldelse
Besvarelse fra The Natural Wood Company uk ltd
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
Xmas order arrived Jan 10th
UPDATE - Am increasing stars as Xmas Tree arrived completely out of the blue Jan 10th. It's beautifully crafted, but wouldn't want to repeat the process.
Ordered and paid for a 2 ft Xmas Tree in November - has never arrived. I initially managed to get through mid Dec and spoke to a man who said he was really short staffed and behind with orders, which seemed genuine, but it was ready to be sent. Never happened. Since then impossible to get through on the phone / email, and bot thing says order not yet fulfilled. Feel ripped off.
5. januar 2026
Uopfordret anmeldelse
Besvarelse fra The Natural Wood Company uk ltd
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
I'm thrilled with this soap dish
I'm thrilled with this soap dish! The craftsmanship is excellent. Although the delivery took about three weeks, which felt a bit lengthy, I'm still very pleased.
31. december 2025
Uopfordret anmeldelse
Besvarelse fra The Natural Wood Company uk ltd
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
Beautiful trees 🌲 very happy such good…
Beautiful trees 🌲 very happy such good quality
19. december 2025
Besvarelse fra The Natural Wood Company uk ltd
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
Finishing touch to my two tiny trees
Finishing touch to my two tiny trees
Thank you
🙂🌿🎄🌿
10. december 2025
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