Name: Harlow Timber Group
Address: 22 Hathern Rd, Long Whatton, Leicestershire
Rating: 4.62

“3 rock faced gravel boards were cracked right through, I didn't except them and had another delivery a week later, this time 2 of the gravel boards were cracked right through. Now waiting on a 3rd delivery”

Helpful Report

Posted 3 weeks ago

Good Afternoon, How are you? Thank you for ordering from Harlow Timber and for taking the time to leave a review. We were sorry to see that some of your order was damaged in transit, and upon reading your review our eCom Manager made immediate contact with you and organised an urgent exchange of the materials that had been damaged. If you do ever encounter any issue relating to an order you can call our customer service team on: 01509 274198 or email them at: websales@harlowbros.co.uk The team are on hand to assist. We are pleased that we managed to resolve your issue so that you could complete your project on schedule, and we hope that when you have requirement in the future you will chose Harlow Timber for your materials. Thanks and take care Simon Harlow Timber Group

Posted 2 weeks ago

“Have ignored my communication multiple times, have not delivered my items and haven’t got back to me with next steps, I would choose another company as the prices are pretty much on par with every other company but customer service is sub par.”

Helpful Report

Posted 4 weeks ago

Good Afternoon, Firstly thank you for ordering from Harlow Timber. Your business is appreciated by the whole team. We are sorry that your order has caused frustrations and apologise to you for the delay with your order that the damage in transit by the carrier has caused. We are pleased that you were willing to allow us to resend your order for you, and that we could come to an agreement as to how to satisfactorily conclude this transaction with you. Sorry again for the delay, and we hope that now this matter is resolved to your satisfaction that you'll use us again in the future when you have a requirement for timber and associated products. Best wishes Simon Harlow Timber Group

Posted 4 weeks ago

“I ordered 10 pieces of 60cm x 1200cm x 9mm for sheving for racking in my workshop. None of the pieces were cut to size, 5 of them were only 55cm wide, while the other 5 sheets were 57cm wide, none of them fitted the racking, they were all to narrow. I couldn't use any of them, a complete waste of money.”

Helpful Report

Posted 4 months ago

Good Morning, Firstly thank you for placing your order for timber with Harlow. It's hugely appreciated by the whole team. Thank you for taking the time to leave feedback also. We were concerned to hear of your issue, but unfortunately can find no record of any communication with us to report a problem from you. If you ever have any issue with any order please do get in touch right away on our published contact details: websales@harlowbros.co.uk or call: 01509 274198. The customer service team is on hand to assist. Our Operations Manager will be making contact with you to discuss your issue today, and look toward a satisfactory resolution. Take care Harlow Timber Group

Posted 4 months ago

“Difficulty contacting them about order. Recieved email saying they cannot fulfil order after they took my money, waiting any contact back. Phoning them just gets messaging service. Email still nothing.”

Helpful Report

Posted 5 months ago

Good Morning, Thank you for choosing Harlow for your requirements. On rare occasions we do contact customers to see if they are able to accept alternative lengths of timber in order to ensure that your delivery arrives on the date required. But we do delay the order until we have a reply, to make sure your happy with the change to your order. We are always willing to compromise, and work with you to get you the timber you need when you need it. We are pleased that in this instance we were able to find a compromise. At the moment we are having a problem with our phone line, which our IT team are working hard to get this fixed. If you are struggling to get hold of us please contact us by email: websales@harlowbros.co.uk The customer service team are on hand to assist. Thank you again for ordering from Harlow Timber. And we hope to see hear from you again when you have a requirement in the future. Best wishes Harlow Timber

Posted 5 months ago

“Ordered some lath timber for a fence project on 15/08/24 which was delivered on 23/0. Due to holiday and weather not able to start fence until 16/09 when I noticed Harlows had delivered wrong width of wood(there error). when I contacted Burton Branch manager refused to replace for correct size or give refund even though there error delivering wrong size. Apparently it was up to me to have noticed at of delivery. Perhaps they should have delivered the right size in the first place. Be careful what you get delivered to you as no subsequent comeback.”

Helpful Report

Posted 8 months ago

Good Morning, How are you? Firstly thank you for chosing Harlow Timber for your requirements, it's appreciated by the whole team. We were sorry to hear that you were not completely satisfied with your last order, and we have escalated this to the senior management team in the business making them aware of your experience. For any frustrations or issues with the service you recieved at our Burton branch we apologise, and whilst our branch manager at this location offered you a compromise this was unnaceptable to you, and we assure you that whilst we may not have lived up to your expectations on this occasion we strive as a business to offer best in class service to our valued customer base. We very much hope that we will hear from you in the future when you have further requirment for timber & associated products. Thank you and take care Simon Harlow Timber Group

Posted 8 months ago

“Ordered online then went to collect the timber but was told the item was out of stock. Why does the website place the order and take payment when there’s no stock.”

Helpful Report

Posted 9 months ago

Good afternoon Thank you for ordering from Harlow Timber. We are sorry to hear there was an issue with your order. However if you contact us on our published email address: websales@harlowbros.co.uk our customer service team is on hand to deal with any issues, queries and concerns you have regarding an order. The team will be in touch to assist you rectify this issue. Thanks and take care Richard Harlow Timber Group

Posted 9 months ago

“Plywood product was damaged on delivery. Will not let me down load photos”

Helpful Report

Posted 11 months ago

Good Afternoon, How are you? Thank you for ordering from Harlow Timber. We are sorry to hear there was an issue with your delivery. We can assure that that your order did not leave us in this condition, and was damaged in transit. We were unaware of the problem, however if you contact us on our published email address: websales@harlowbros.co.uk our customer service team is on hand to deal with any issues, queries and concerns you have regarding an order. The team will be in touch to assist you rectify this issue. Thanks and take care Richard Harlow Timber Group

Posted 11 months ago

“Wood arrived damp and warped / bowed box of screws also arrived damaged / open with used screws inside the box - obviously a returned item . I won’t be using this supplier again”

Helpful Report

Posted 11 months ago

Good Afternoon, How are you? Thank you for ordering from Harlow Timber. We are sorry to hear there was an issue with your delivery. We can assure that that your order did not leave us in this condition, and was damaged in transit. We were unaware of the problem, however if you contact us on our published email address: websales@harlowbros.co.uk our customer service team is on hand to deal with any issues, queries and concerns you have regarding an order. The team will be in touch to assist you rectify this issue. Thanks and take care Simon Harlow Timber Group

Posted 11 months ago

“Original order incorrect. Second delivery incorrect. Organised collection of second incorrect delivery did not happen on arranged day. We will see what happens next.”

Helpful Report

Posted 1 year ago

“Ordered a fence panel online, which was easy and efficient. Went to collect and only panel available was damaged. Had it anyway but didn’t realise at the time it was wrong size too! Ordered and paid for 6*6 but received 6*5. I will use Harlow’s again but take a tape measure next time.”

Helpful Report

Posted 1 year ago

Good Morning, How are you? Thank you for using Harlow Timber for your requirement it is very much appreciated. We are sorry that you had an issue collecting from one of our branches, and we have taken the time to pass your comments onto the relevant manager to share with his team. If you have any issue or concern with any order we would very much like to hear from you so we can assist. You can contact us by emailing coalville@harlowbros.co.uk or by calling: 01530 832181 weekdays between 07:30 & 17:00 hours. Thank you again for choosing Harlow Timber for your requirement. I was pleased to hear that your issue was resolved, and we very much hope that we will see you again when you have requirement in the future. Happy New Year & Take Care Simon Harlow Timber Group

Posted 1 year ago

“Unable to complete a review as I have not yet received the order.”

Helpful Report

Posted 1 year ago

Good Afternoon, How are you? Thank you for using Harliw Timber for your Requirements. We were please see to that you order arrived to stated timeline, and we apologise that a technical error meant that you recieved an invite to review your order before it had arrived. Thank you and take care Simon Harlow Timber Group

Posted 1 year ago

“Cheap materials,poor workmanship.fell apart when opened.fixed myself by using correct nails and screws.”

Helpful Report

Posted 1 year ago

Good Morning, How are you? Firstly thank you for purchasing from Harlow Timber, and for taking the time to leave a review. We were sorry to read that the carrier caused a part of your order to come loose. However we were greatful that you agreed to fix this back yourself, and as a goodwill gesture you agreed to a partial refund on your order. Thank you again for ordering from Harlow, and we hope the situation will not deter you from using us again in the future. Thank you and Merry Christmas Simon Harlow Timber Group

Posted 1 year ago

“Awful experience. The item I ordered arrived damaged, but I was charged £15 to return it despite the fact it only cost me £10 to have it delivered in the first place! Customer service was terrible. I feel very let down by Harlows. I will not be a returning customer.”

Helpful Report

Posted 1 year ago

Good Morning, How are you? Firstly thank you for ordering from Harlow Timber, and taking the time to leave a review. We are sorry that you were not completely satisfied with your order. Elliotis ply is a strong product that is engineered to be structurally capable but not necessarily pretty, and we understood that having seen your order that you wanted something else, and agreed without quibble to accept a return for refund. Unless items are faulty it is our policy that the customer pays for return postage, or in turn we will organise this for you, and on this occasion you requested that we organise your return for you which we conducted promptly. Ad hoc collections are always slightly more expensive than delivery fees as this is a one off pick up rather than the multiple consignment collection that we conduct each afternoon to fulfill orders from our base. We thank you again for ordering from Harlow, and woud be delivghted to hear from you once you have decided the right material for your project. Thank you & Merry Christmas Harlow Timber Group

Posted 1 year ago

“Allowed me to place the order where no stock was available, when asked for a refund been told they are unable to do it, been waiting two weeks for a refund now and still haven't received it. Avoid at all costs or make sure that stock is available before placing the order as you will have difficulties getting your money back.”

Helpful Report

Posted 1 year ago

Good Afternoon, How are you? Thank you for ordering from Harlow & taking the time to leave a review. We apologise that we could not make the lengths for your order work for you, and after it was decided that you would prefer to cancel you order we raised a full no quibble refund for your order to allow to to explore other options. If you ever have any query on an order in the future don't hesitate to contact us at: websales@harlowbros.co.uk Thank you again for chosing Harlow, and we hope to see you again in the future. Take care Simon Harlow Timber Group

Posted 1 year ago

“The item was not as described on the website and when Harlow Timber were asked why they just said that they had changed supplier and the item that we wanted was not available.”

Helpful Report

Posted 1 year ago

Good Morning, Hoe are you? Firstly, thank you for ordering from Harlow it is much appreciated. We are sorry that the prodicts you recieved were not as you had hoped. When you made contact with us we organised a collection and refund, and we very much hope that you will look to use us again in the future when you have requirement for timber and associated products. Thank you and take care Harlow Timber Group

Posted 1 year ago

“Upon removing the packaging, the found the loft ladder panel damaged. I contacted Harlow thru the website and I have heard nothing back since. Not an edifying customer experience so far.”

Helpful Report

Posted 1 year ago

Good afternoon, Thank you for your order and taking the time to leave feedback. We take all of our customer comments seriously and apologise that your loft ladder arrived with a dented hatch door and the delay in us getting back to you. After speaking with the branch who delivered your order, we are pleased to hear the matter has been resolved. We hope your experience hasn't deterred you from using us in the future. Best wishes, Matt Harlow Bros

Posted 1 year ago

“19/8/23 Ordered a pigs ear stair rail. It arrived dirty, mouldy, bits of paint on it and a large split right through it. The email I received back from the company apologised for 'the condition it arrived in'. Well, bearing in mind what was wrong with it, it could only have arrived in the same condition it was sent in. It was clearly a bit of stair rail that had been lying around for some time that they wanted to get rid of. 22/8/23 Edit: To address the reply from Harlow Timber. The handrail was delivered with the packaging completely intact and completely undamaged in any way. I am amazed that you are willing to lie, on such a small order, about the condition in which this handrail was sent out and then blame the courier (I am not sure how the courier could have made the rail mouldy and also got paint on it, whilst, according to you, damaging the end). You did the wrong thing - an unprofessional, underhand, deliberate wrong thing, made so much worse by this disingenuous reply to my review. Reviews are there for a reason - good or bad. This is my experience with your company.”

Helpful Report

Posted 1 year ago

Hello, Thank you for your order and taking the time to leave us a review. I apologise your item has arrived in this condition, we take the greatest care to pick the best quality timber for our orders. Unfortunately, It would seem the delivery courier has damaged your item in transit by scuffing the ends and causing a split, I sincerely apologise for this. As per your request we are collecting the item from you and issuing a full refund. Whilst we endeavour to deliver our orders in perfect condition, issues can occur. But rest assured, our dedicated e-commerce team are always here to rectify any issues. You can reach us on websales@harlowbros.co.uk Thank you and take care Matt Harlow Timber Group

Posted 1 year ago

“Ordered with just over a weeks notice for delivery for a Monday, they emailed me with 1hr working notice to say it would be there till Wednesday, which then got re-scheduled to Thursday AM. Material didn't turn up till Friday PM! Lost a ton on downed labour, they didn't even cover the delivery cost as a renumeration!”

Helpful Report

Posted 1 year ago

Good Morning Ben, How are you? Firstly thank you for ordering your requirements with Harlow Timber. We did unfortuntely have to amend your delivery date from the date you requested because upon inspection of the product avaialble we took the descision that this was not up to a standard we would wish to supply. We notified you of this by email the day before your order was due, and then resourced materials in a satisfactory condition and supplied them to you on the amended date 4 days later. We kept you updated by phone, and notified you with a despatch notification email when your order shipped. We apologise if this amendement lead to any frustration for you and your job, and thank you again for ordering from Harlow, and hope t oassist with your requirements again in the future. Take care Simon Harlow Timber Group

Posted 1 year ago

“Poor as you have not had the time or decency to contact me about my order not being delivered today after having two weeks to let me no and get it ready”

Helpful Report

Posted 1 year ago

Good Afternoon Matthew, How are you? Firstly thank you for choosing Harlow for your requirements and we hope that your job was a success. We spoke to you local hub who delivered your order and they were keeping in contact with you in regard to the delivery date and made the amendment to you order as you requested and let you know when this would all be delivered. We are sorry if there was any frustration for you with the process, and we sincerely hope that we will see you again at Harlow Timber in the future when you have a requirement. Take care Simon Harlow Timber Group

Posted 1 year ago

“Internet sales not joined up with what is actually in stock.”

Helpful Report

Posted 2 years ago

Harlow Timber Group Reviews