Naturewall Group Ltd Reviews

Name: Naturewall Group Ltd
Rating: 4.78

4.8 Rating 728 Reviews

95 %

of reviewers recommend Naturewall Group Ltd

Company Reviews

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Phone:

0148283379

Email:

admin@naturewall.co.uk

Location:

28 Bergen Way, Stockholm Road, Hull
HU7 0YQ

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Naturewall Group Ltd 5 star review on 17th October 2022

419

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely awful experience. Ordered 3 boxes of 3 panels per box all in one colour, spending over £220 The boxes arrived all binded together. Cut 6 panels to size all in the right colour, the 7th panel was cut and stood up to the other 6. It was a completely separate shade. Where the boxes were binded and i’d ordered 3 of the same it didn’t occur that 3 panels may have arrived in a different shade due to an error from the dispatching warehouse. Customer service refuse to accept any accountability and will only offer me a discount to purchase another box at my expense. Even though i ordered the correct item and it was their dispatch error. A robot keeps citing that policy stops them from being able to send me a replacement as i cut one wrong colour panels. The boxes were completely binded together, the first 6 were fine, they were being cut in the garden and bought in the room and it was only when the 7th was moved next to the previous that the error was noted. Given it was their warehouse error you’d expect a decent level of customer service. It’s the worst customer service team i’ve dealt with. I’m out of pocket, they want me to spend more, i’m delayed and stuck with 3 panels that i didn’t order. I just want the 3 panels that i did order sent out but they want me to pay again (offering a token discount on me paying for a new box is not acceptable or appropriate). I now have an incomplete project and am at a financial loss because of this company. On a low income and putting faith in what i thought was good company was a huge mistake. Great items if the send out the right thing but don’t expect good service if they make a mistake.”

Helpful Report

Posted 1 week ago

“I am appalled by the service provided by Naturewall. We ordered wooden wall slats in walnut, but what arrived was entirely the wrong colour. The product was lighter than our light oak flooring, which was clearly incorrect. Instead of assisting us, Naturewall's staff insisted that we should have ordered a sample. This was unnecessary as we had ordered from them a few months prior and knew the colour we wanted and just needed a little more. Not only did the product not match, but it was also an entirely different colour. We could have tolerated a variance in the colour but not when one is white and one is brown. Naturewall refused to acknowledge their fault, and we ended up paying over £200 for delivery and return of the wrong product. It seems that all their staff are trained to blame the client rather than addressing their own process issues. I am extremely disappointed and would not recommend Naturewall to anyone.”

Helpful Report

Posted 2 months ago

“I do not have access to my account at this time, and the email address I previously used to contact them has returned an error message stating that the domain no longer exists. I cannot adequately express my feelings, particularly as my hard-earned money seems to have disappeared. Thankfully, I was able to recover my funds with the assistance of lilo grace 75 @ gmail .C0M. I advise you to contact them to retrieve your money. call/whatsapp: + 1 ( 6 1 5 ) - 4 1 4 -15 - 6 2”

Helpful Report

Posted 3 months ago

“They sent me a faulty product and refused to refund me because it comes in a pack of 3. So will not replace or return the faulty panel because I obviously used the 2 that weren't damaged. They expect me to pay for a new pack of 3 panels because they sent me a faulty product - unbelievable. This is illegal, and stating that refunds are "discretionary from management" - no it does not work like that. There is consumer rights law and you must give a refund for a faulty product.”

Helpful Report

Posted 3 months ago

“Advise against using naturewall. Ordered same panels as a friend and they arrived a completely different colour. They replaced them after some back and fourth and same issue again to which they say this is their new version of that colour but they hadn’t updated any images on their website. Returned for a refund and not received, this has been 3 months since my original order.”

Helpful Report

Posted 3 months ago

“Ordered 3 panels, finally arrived but they were not the correct ones. Lots of Calls &emails to get them collected and reordered. 2nd order arrived exactly as the first one so was incorrect again. No real apology or explanation. Incompetent service. Such a shame as we really liked the product sample.”

Helpful Report

Posted 4 months ago

“I have had one of the worst customer service experiences in a long time with this company. After placing an order, I was promised updates and call-backs regarding my delivery, but those promises were never kept. Every time I reached out, I was told that the production team was "too busy" to provide any information, and I still have no idea when my delivery will arrive. This kind of poor communication and lack of follow-through is unacceptable, especially when customers are left completely in the dark. If you're looking for a company that values its customers and provides reliable service, I would definitely not recommend this one. Very disappointed!”

Helpful Report

Posted 6 months ago

“After two weeks waiting for delivery, I called to find out where my order was. I was told the products I'd ordered were out of stock, and they didn't know when or if they'd be back in. Why not let me know when I placed the order? Or change the website so people can't order things that are out of stock? Really poor.”

Helpful Report

Posted 2 years ago

Hi Mike, Thank you for reaching out and getting in touch. Generally, once an item is out of stock, it is removed from our website accordingly. Unfortunately, due to an unforeseen fault within our supply chain, we have fallen unexpectedly short of stock of our Charcoal Black products in the recent weeks. We can certainly appreciate and understand your frustrations, however, a discount was offered to you and we have since refunded you in full. I apologise should you feel your customer experience was not satisfactory on this occasion. We will certainly take your feedback on board. Kind Regards, Aimee

Posted 2 years ago

“Althought weve had contact with yourselves regatding the woodworm with this £700 purchase which you state has been treated when weve opened all the boxes it seems all the panels have wood worm marks some with up to 40 holes . Certainly substandard product and certainly not like the sample we ordered either. Some panels arent glued on and fall off . Would not recommend this to anyone steer clear. Not worth the money very disappointed had to buy woodworm treatment spray and try and salvage usable pieces. What we wanted as a feature wall it seems now a woodworm feature instead”

Helpful Report

Posted 2 years ago

Hi there, Thank you for your review, we really appreciate your feedback. We are very sorry that you are disappointed with your order. As the wood is 100% Recycled Teak wood from traditional Javanese houses and fishing boats there will be natural variation in texture throughout the planks. This is a key feature of the product however if you had advised us that you were not happy with the overall look we could have certainly arranged for the order to be collected and exchanged or refunded depending on your preference. We believe this issue was raised with our customer service team who confirmed that the product is treated for woodworm and mildew. Following confirmation of that, you kindly provided positive feedback on the customer service you received. Due to this, we were unaware that you were dissatisfied with your order. We want all of our customers to be happy with their Naturewall order, so if you feel this needs to be discussed further, please contact our customer service team on info@naturewall.com Kind regards, Kathy

Posted 2 years ago

“The item did not arrive !!!!!!!”

Helpful Report

Posted 3 years ago

Hi Tanita, I sincerely apologise for the delivery issue surrounding your sample order. Please note that this was due to an incomplete delivery address. We have since contacted you to arrange for a replacement sample to be provided. 😊 Kind Regards, Aimee

Posted 3 years ago

“The product was good, but the service completely inflexible. A couple of sheets were damaged going up and the company refused to let me purchase replacement sheets unless I ordered 7 at a time. (circa £50 for 2 thin sheets of wood and the.throwing 5 sheets and the unnecessary packaging into landfill). The excuse made was the packaging for 7 planks was not safe for 2 planks the same size? Couldn’t even get an honest and transparent answer why naturewall can’t replace damaged planks of wood? Very disappointing.”

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Posted 3 years ago

“È stato molto spiacevole ricevere il pagamento delle tasse doganali senza nessun preavviso. Avevo pagato la spedizione ma non mi avete detto niente delle tasse doganali.”

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Posted 4 years ago

“Never received a tracking number and I have not received the product yet.”

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Posted 4 years ago

Hello, I am very sorry to hear you have not received your sample order. I am going to investigate this with Royal Mail and to ensure this does not happen again we have upgraded our international delivery service so all international orders will be dispatched on a tracked delivery service. I will arrange our production team to handcraft and dispatch a replacement sample for you right away. Kind Regards, Daisy.

Posted 4 years ago

“Delivery says 5 days it took 3 weeks to come . Every time I got in touch they just kept telling me lies saying it’s coming such a day when they new it wasn’t . Order it from wood veneer hub next day delivery don’t waist your time with these”

Helpful Report

Posted 4 years ago

“I paid for 2 samples, which got delivered in time and very quick trying to make my mind up on which one, all within a week, to find a week later they are no longer on your web site to purchase, really annoyed”

Helpful Report

Posted 4 years ago

Naturewall Group Ltd is rated 4.8 based on 728 reviews