“I was pleased to find a Norfolk based, sustainable company. Finding what I wanted on the website, ordering and paying was very quick but the issue I had was with the delivery.
A few days after the order an automated response said my order had already been delivered but it hadn't which resulted in some stress and anxiety.
It was eventually sorted out, but I had to respond to an email from the courier, and although someone from Kind Wood did stay in contact, I felt that the attitude was that once the order had left their warehouse the responsibility was the courier's and not Kind Wood's even though my contract was with them.
So all in all a bit disappointing.”
Hello Stephanie,
Thank you for your review, and we appreciate your honest feedback.
I'm sorry that you were let down from delivery side of things. The notification was a human error within the warehouse, and we apologies for the stress caused as a result. With every palletised product we ask our courier to get in touch to ensure you are going to be in. Why? If you're not in we get charged a redelivery fee.
It is a very difficult time for the transport world at the moment, causing many delays across the country. We're doing our best to ensure this doesn't disrupt too much but we are expecting delays and poor communications from our couriers at present while they go through this uncertain time.
Thank you for taking the time to share your experience, we will most certainly take it on board and improve.
Taylor.
“The Swedish Torch product I ordered is great. But it took three weeks to arrive! Thereby missing the birthday date I wanted it for. Also the free postage on first order when you sign up to the website didn't come through (despite me asking the Company directly).”
“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?
