“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.
