The Natural Wood Company uk ltd Reviews 

Reply from The Natural Wood Company uk ltd

Updated Jun 15, 2026

Hello Scott

I'm sorry you feel this way.

Having reviewed your order, I can confirm that it was received on 27th May, dispatched on 28th May, and delivered by DPD to your Glasgow address. Tracking information was provided, and the courier's records include confirmation and photographic evidence of delivery.

I appreciate that you may have been dissatisfied with some aspect of our service, however the order was processed promptly and successfully delivered.

If there is a specific issue that remains unresolved, please contact me with further details and I will be happy to investigate.

Steve

The Natural Wood Company UK Ltd

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

Hi,

I’m sorry to hear how you feel about your experience.

This order was unfortunately affected during a period of significant disruption while we were relocating our workshop, which did impact both dispatch times and response times. I fully accept that our communication during that period was not good enough.

I understand you chose to recover the payment through your card provider, and I respect your decision to do so.

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.

If you would like to discuss this further, I’m happy to speak with you directly.

Kind regards,
Steve

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

Hi,

I’m sorry to read your review.

This order was made and dispatched as requested using Royal Mail First Class. As this is an untracked service, I’m unable to confirm delivery once it leaves us.

I have checked our records and I don’t have any emails, calls, or messages from you to let us know the item hadn’t arrived. If I had been made aware, I would have arranged a replacement or refund straight away.

I do understand how frustrating it is when something doesn’t arrive, and I’m always happy to resolve these situations when I’m given the opportunity.

If you would like to get in touch, I will still be happy to help.

Kind regards,
Steve

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

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

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

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

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

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

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

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

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

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

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

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

Reply from The Natural Wood Company uk ltd

Apr 25, 2026

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