“We paid for a Bespoke at 6k as we ga previously bought from this company and knew the quality was good apparently not when you go fir a bespoke took an age to arrive primarily blamed on covid and issues reaching out to holland as Roy says they promise lots but what you get is very different and there handling of complaints is shocking we are still chasing missing parts one being a window that they just did not include 4 months later still waiting DO NOT USE THIS COMPANY”
“well what can I say the cabin was delivered a day early and the driver was fantastic. It all went downhill after that!!!
We ordered the Max cabin and an additional side window at extra cost.
Before placing the order we asked if the Georgian bars were fixed or removable and were told that they could be removed. When we eventually got the windows into the house, we noticed that the mode of construction used did not allow them to be removed (we had a cabin before and we knew how the bars should be constructed if they are indeed removable). And so the race to a resolution started. We asked again, and were told a SECOND time that the bars can be removed, and we were even sent a photo to clarify. We examined the windows again and came to the conclusion that this was not the case and so sent a further email. This time we were advised to get a carpenter to quote for removal of the bars. We decided we would do our own investigating - and found that if the bars WERE removed, then we would have 32 separate pieces of glass to account for BECAUSE THE WINDOWS AND DOORS ARE A PERMANENT GEORGIAN FEATURE!!!!!!!!!!!!!!. This then meant that the additional window did not match (we had intended to simply not use the window bars on the doors or the windows). We went back to Tuin and received a brief apology, an explanation that the design had changed "after our order had been placed", and that we could have a £50 refund!!!!!!!!!!!!!! We took this as an insult and refused. We then had the issue of the non matching windows - we requested a bespoke make to ensure consistency in the design of the cabin - we were told this could not be done. We have now realised today that the additional window opens INWARDS which is not shown or explained on the website. We are still waiting for a resolution. We would advise anyone wishing to purchase a cabin to visit a showsite and purchase directly from a local supplier who fully understnads what it is they are selling. Tuin do not seem to be able to provide factually accurate answers to simple consumer questions and this has now cost us in excess of £2500 for their lack of knowledge.”
“Nice enough log cabin but no timely support whatsoever
Their free shingles is a mockery of an offer and with no timely reply from them I was forced to purchase three further packs from Iko to finish the roof.
I now have the same issue with the floor.
It measures 4.7x2.7=12.7m
Tuin supplied 6 packs that each measure 1.62x6=9.7m
Even with an unacceptably gappy 4 inch trough around the edge, wide enough to trap your foot, there are not enough boards. Free shingles is one insulting thing but I paid quite a lot of money for a floor that is apparently 3 square meters short.
Can you send more boards or explain how you can fit a whole floor with 25% missing? As an aside it would be pleasant if the planks were not 25 cm short of the width of the cabin”
“The deliver was excellent on time and the driver brilliant
The Emma corner cabin cannot fined any problems build quality excellent
The down side is the customer services as they now have my money no one will pick up the phone or reply to any of the 5 emails I have sent to them with in a week
The reason I feel p——- is I have an exceptional log cabin but on paint to protect the cabin from the elements
Yet Tuin claim to reply to emails within 30 minutes”
“I initially got in touch with tuin, for bespoke log cabin, on 16th May sending my plans and specifications that wanted. Got a costing through on 19th June, paid the £100 deposit for the plans, eventually got the plans on 3rd September which have got the wrong log thickness on them.
Have sent an email with URGENT on it as it is their error, no response, tried ringing, left on hold for 5 mins then told it would be quicker to email. On average it's take 3 weeks for a response from them via email.
I wish I'd never ordered from them now, but the concrete slab was laid at the end if May!!!! I never dreamt it would 16 weeks & counting”
“We ordered a summer house from Tuin which we were initially happy with. Unfortunately the product is very badly designed and the door handle hit the window that is next to it when it was blown by the wind as it was being opened (there is no warning about this on the paperwork). The window now has a sizable crack in it (which shows how fragile the glass is, as I don't believe the door handle could have hit it that hard). Customer services were really unhelpful and advised that we should fit a hook and eye (this should either be part of the design or customers should be instructed to fit one). We then got a slightly patronising reply comparing the situation to opening a car door carefully. Really disappointed!”
