“The wood products themselves are really good and we loved the idea of the crates and hessian sacks. However, they arrived in ridiculously over packaged cardboard (HUGE boxes) which sort of undermined all of the eco messages the brand gave out.”
Thank you for your review. I'm sorry you believe the cardboard boxes are too large and that this might undermine our credentials. I thought it would be worth sharing our perspective for you.
1) All our cardboard packaging is necessary for distribution to protect them from damages.
2) All our products are relatively large, therefore, we need large boxes
3) All our cardboard is made from 100% recycled cardboard — this is a material which from a sustainability POV can not be beaten.
4) We only use 3 sizes of boxes, in order to cut down the amount of boxes required for our products, to less a smaller footprint.
5) Paper has the highest recycling rate and if it doesn't end up in nature, it is still biodegradable (it biodegrades faster than a leaf!)
In light of this, we'd love to hear your feedback on other solutions? What can we do differently?
“It's definitely hardwood, which is better than the softwood I've been using, however there is as much bark as wood in all three bags and for £40 that seems expensive.”
“The wood is fine, but I paid for next day delivery, it took 5 days and wasn’t the full delivery. The company haven’t responded to my email asking for the next day delivery additional charge to be refunded.”
“Honestly - first delivery was outstanding - second , average - last one was so so so late and I know we are all going through tough delivery issues with suppliers (I run my own firm) - but the Communication leading up to this was just poor - it was me chasing for info and chasing again.
The quality of your product cannot be faulted - but the communication has in my opinion not been great. Rob McGinlay”
We're sorry that you weren't happy with your latest experience with us - we have taken onboard feedback regarding our communication and now have a new member that has joined our team to improve on our communication with our customers.
“Never received my order due to the failure of Fedex delivery and then had to wait until the good where returned to you for a refund. Not good customer service and had to rely on email as no contact number available for you. Caused me a lot of time and stress.”
Hello Simon,
Thank you for your review. We can only apologise for the delay, and we can certainly understand it is frustrating. Occasionally, there will be delays, and we do our best to keep each customer informed of this.
On this occasion, our courier has repeatedly let down, who has promised to rectify the issues on several occasions. You have been informed of this. Unfortunately, this is the downside of using 3rd party transport; we do not control the goods once they leave our warehouse. We have been informed the pallet network has been under severe strain and has led to some quite unbelievable delays, and we're sad to see that both you and Kindwood have fallen victim to those delays.
We have been in touch via email to offer our solutions.
Thanks,
Kindwood Team.
“Very disappointed. About 20% to 30% of the wood has paint on it. Given that it was specifically advertised on your website as suitable for a small pizza oven I do not find this satisfactory for cooking food.”
Really sorry that you have been disappointed! We would not sell a product if it's unsafe to use, the water based paint is from the sawmill where we used to get the waste wood from. We can totally understand though not wanting to use it to cook with. We have dealt with the staff who made the mistake of packing the oak kindling, as even though the pieces are safe to use, we don't put them in due to the fact people think they're unsafe. We have since discontinued the use of this oak kindling and changed our supply. I shall email you to resolve the problem.
“So disappointed in your logs as currently just charring and smoking thick black smoke in our firepit . More smoke than the cheapest high moisture logs Have had to add an artificial log to get any sort of flame
Glad I didn’t believe the hype that they were low smoke and bought the smallest pack .”
We're really sorry you didn't get your order on time and for the poor communication. We're taking onboard all customer feedback and we have recently expanded our team to ensure we meet demand and offer better communication between us and you.
