Havwoods Anmeldelser 

Sarah is our contact at Havwoods and she is a joy to do business with, she will always go out of her way and nothing is too much trouble.

We needed an urgent order to complete a project for one of our clients and she turned the order around immediately - you can't ask any more than that! I highly recommend her as this is the same great service, we've had for years.

Excellent customer service, communication and generally helpful, also, Beautiful floor!

The product is great but the returns policy is completely unacceptable. They sell nationwide but if you have to do a return you have to transport the product to their distribution centre in the lake district. I bought the product at their showroom in Guildford. I had 20 boxes left over as it is difficult to estimate how much one needs especially with herringbone and they then refused to accept return at the showroom. I had to drive all the way to the lake district. I had to get there before they closed at 14h00 Mon to Fri so I had to take a days leave. To add insult to injury they then charge a 20% restocking fee when they don't have to do anything, all the effort in the return being done by me to deliver the boxes to their warehouse door. If they want to sell in Guildford then they should plan to support their customers there and if they want to charge a restocking fee then they should do something for it, or if customers do the work of returns, then they shouldnt charge it.

By way of update I received the response below. I am glad to see that they are reviewing their policy HOWEVER in the circumstances an offer to refund the 20% handling fee given my fuel and other costs would be a lot more convincing. Still arogant Havwoods and not good enough.

I have now been contacted by Havwoods and they have offered to reimburse me the restocking fee and some travel expenses. Thank you Havwoods that is much more like it. I am a happy customer.

Havwoods is the worse wooden flooring company! Don’t buy anything from them!

I purchased nearly 80s.m. of engineer oak wood flooring model HW939, once my carpenter done the installation a week later some flooring came off layers by layers on the tops! And l requested to replace them, l waited for nearly 4 months and kept sending email, eventually Havwoods agreed to arrange someone came to replace for me, but their handyman brought 1 and half pieces of flooring those were not the full length, eventually of course not enough for replace for my flooring those happened issues, then l needed to gave him the flooring those l purchased.

Unfortunately the replaced flooring happened the same issues after 2 weeks later! I sent an email to requested replacement again, but Havwoods never reply to me!
I kept chasing them, Greg who work in Havwoods lying to me said the flooring that l purchased out of stocks since March 2022, then l sent the invoice that l re-ordered in September 2022, and then they did not reply to me anymore! I will complain to Consumer UK as soon as l can.

Why I would not check Havwoods flooring from Trustpilot before l purchase it!

The floor was unlike the samples sold into us in store. The staff are self-defensive and refuse to take responsibility. Be VERY wary when purchasing here. They seem to have a very sleek sales process and terrible product and customer service after that.

I've had a few samples from Havwoods over the years. I tend to find them cheap copies of another well known high end flooring brand based in Cheshire. Staff are friendly enough but I will stick to the other company for my flooring projects.

Great pre-sales service.

But product delivered was really very different to the samples, and importantly, one side of a 14mm 700m plank lifted up by a good 6-8mm. When installed, corners came-off.

Called customer service, the technical team's reaction was to act dismissively towards the builder rather than acknowledge the issue with the supplied wood.

Now considering redressal through other means.

Terrible service. Trying refund my underlay. The guy confirmed the receipt of my goods two weeks ago, but never responded to my enquiries about refund. Didn't pick up my phone call, didn't response to my emails

great quality product, lovely people to deal with.

Terrible flooring. Had it as part of a new built flat i purchased. Using felt pads, I don't apply water or wear shows, yet the wood is chipping off in places and has dark marks apearing on it. It is also cracking in certain areas. Would NOT recomment anyone buy their wood flooring.

Terrible product purchased 30sqm of the engineered flooring . Dark stains have appeared throughout my flooring after a year of installation . Customer service very dire told to contact technical advisor who never responded to me . Have been advised by my interior designer friends that this is a normal occupancy . Avoid and save the hassle

Growing up my dad always told me how important customer service and quality control were in making a successful business. That is what sets you apart from your competition. I spent months finding a product that would work for our home. We ended up purchasing a product that was discontinued. A couple months before we were supposed to have our floor delivered the sales person asked us if we could have it sent earlier since they couldn't guarantee on time delivery. I agreed. The floor was delivered to my home and sat in my garage for a month. One pallet was opened for the 2nd floor. The flooring was installed. We waited another couple weeks to open up another pallet. Low and behold the 2nd pallet of flooring didn't line up with the T&G with the first pallet. I contacted the company and they were so cavalier about this not being a big issue. I was able to get a generic email justifying the issue from the North American director, he sent an email apology for the inconvenience and a $250 "credit" which I never received. Our sub contractors time would be well above that to remedy the issue. So the we go to open other packages in the pallet that were not factory wrapped (which you can see in the pictures) and 4 out of 5 pieces were damaged. They were so badly damaged that the sub contractor would not install them. The only person that I was able to communicate with was my original sales person, who could only tell me she was sorry for the inconvenience. They offered everything under the sun other than an apology. They wanted us to put oil in deep gauges, cut off ends or use the damaged pieces in places you wouldn't "see". They did everything under the sun to avoid this and the manager couldn't even take a moment to call me and apologize. After weeks of "sorry for the inconvenience" they said that we could return the product. I had to pay for shipping to get the product back from CA to Maryland. They even had the nerve to tell me that we were lucky that they weren't charging us a 20% restocking fee. This company is a joke. This company cost me thousands in delays/shipping, more money to find a product to match the already installed flooring and with absolutely no concern for the time I spent loading all this product into the back of a van. Havwood is not a company that cares about customer service and most definitely does not stand behind it's customer service. The head of this company is a bad manager. The product we received should never have been sold. I have been an architect for 20 years. Never have I seen a company have such poor customer service and lack of standing behind their product. Be ware and ask questions if you are buying a product that is either on sale or being discontinued. Covid should not be used as an excuse for back service or product.

Edit: After posting my review I was contacted by the manager. He was responsive and refunded all the money I had spent with Havwoods to make things right. This refund made be break even with all the additional money we had to spend. I appreciate that he reached out and tried to make things better. My main purpose of writing this was was to make sure that this never happened to anyone else, especially a family who didn't have the resources we did to fight back. No one should ever have to go through what we did.

Very disappointing indeed. Firstly despite Havwoods claims of CCTV monitoring the pick process my order was delivered at lease 1.5 to 2 as mtrs short, of which 1 sq mtr of the product was not useable. When I reported this they continually referred to CCTV monitoring which incidentally failed to notice that clearly damaged boards were delivered. I was then incredibly asked to pay for the damaged boards to be collected ! Finally after discussion with customer service ( who were very helpful) and having sent pictures of the damaged boards they agreed to a small refund which I am still waiting for.

Ordered decking samples online - didn't arrive. Samples from four other composite and hardwood decking companies arrived within a coupe of days of ordering. Chased the order some days later, was advised it wasn't on the system and would be sent out that afternoon. Didn't arrive. Also replied to a "Hi. Trust you are well, would love to help you with your project...." email stating that the samples still hadn't arrived. Nothing. Chased again - told that the product codes don't always register(?!!) and was assured the order would be sent next day delivery. It arrived two days later - wrong sample enclosed. Chased again. Assured the correct sample would be sent that day. Order arrived with four samples I wasn't interested in and without the one I was waiting for!! Chased again - was asked which sample I wanted - couldn't they look at the original order? It wasn't on the system. Had they been guessing then?? Was then told they had sent out samples they had available. So - sent out, late, samples I hadn't requested and hadn't informed me a sample I had requested wasn't in stock....?! You couldn't make this stuff up. Incompetent and a waste of my time. I told them it would be ridiculous to entrust a full order to this company and gave up.

Ordered planks that cost £100 a metre. They scratch like mad! Have Magiglide protectors on sofas and don't wear shoes. Tradesman wore protective shoes whilst installing so as to avoid scratching the floor. In summary, everything reasonable done to protect the floor. The floor is simply not practical. Would definitely not recommend Havwood floors.

Sales office was fantastic to deal with when purchasing, trying to return some items to the warehouse - ridiculous. For returning 4 small items they are charging a 20% stocking fee plus a £30 courier charge. I'm basically left now with a tenner in my pocket whilst they will clearly pocked the funds and resell the stock.

Never again.

I purchased a complete Havwoods decking system as part of a glass room installation so cannot comment on the value of their composite decking product as the costs were embedded in the overall project. However I have some observations about the use of their composite decking product. When we started using our glassroom I noticed the composite decking was staining immediately. We had a dinner party in the glass room and even a small piece of potato crisp dropped on the decking immediately stained it. Oil from the crisp quickly absorbed into the decking leaving a dark patch. Cleaning the patch was unsatisfactory so I contacted Havwoods to enquire about cleaning and sealing. I was informed that you cannot seal the product but they can sell you a specialist cleaner (expensive). You will be forever cleaning the decking so it is far from maintenance free or requiring minimal maintenance unless you do not mind a stained floor.