“After having the job cancelled 3 times, it was finally done today. The gentlemen turnt up on time and rang me an hour before letting me know what time they were expected. They were polite, friendly and professional. They did the job within the required time frame and done it well. They left minimal mess and kept me updated throughout. They built it where I wanted and were efficient about it. The installer was McKenzie and another gentleman.”
Thank you so much for your kind feedback on our delivery service!
We appreciate your comments
We're just a little confused by the 1-star rating, as your comments were so positive
Please let us know where your experience was disappointing so we can pass this on!
“Ordered the tongue and groove 7x3 apex shed.
For the price I expected much better quality but it’s very thin and lightweight.The doors panels are different lengths so tricky to get right and doesn’t leave a good finish.There was nails hangy out and a few cracks, also split wood.Had I of known it was “Mercia” I would of stayed clear as I’ve seen their products before.There is many gaps that I’m sure will let in rain.Almost tempting to take it apart and return it.Overall not impressed and would not recommend.”
“We didn't receive the roof window. No response from the company when we asked if he could be sent to us.
The delivery didn't turn up on the appointed day. No one bothered to tell us.
Overall the product has the feel of factory seconds.”
“We are very disappointed with the service received from Waltons and would not recommend them.
The main issue is regarding their service when we noticed two pieces of wood received were incorrect sizes. I contacted Walton’s on 26 April informing them of the incorrect items. I was initially impressed with the speed of their response, receiving a reply on 27 April. That’s where it went down hill. Their website states that replacement parts should be received within 3-5 working days, however I was initially told it would be 7-10 days. I responded to ask if this could be reduced, and received no response from customer service. I then contacted them by phone on 5 April and was told that they couldn’t send the part until 13 April, making it 2.5 weeks before the missing parts will arrive from the date I initially spoke to them about the issue. This is considerably more than the 3-5 days stated on the website, and I feel like they massively misrepresent their ability to fix issues with parts, which was one of the main reasons we chose them for this purchase.
Additionally, we ordered a swing, slide, climbing and tower set for our little one. The wood does not arrived drilled, which was expected, but for the price paid I would have expected parts to be sufficiently labeled and assembly instructions to be clear and easy to follow, however most parts were just in clear bags with no labels meaning we had to sort through hundreds of different screws and parts when working out which bags went with which set of instructions.
A gesture of goodwill has been offered to rectify this, being a tin of treatment for the wood. This falls short in our opinion by way of rectification, and we have a very disappointed little boy who will have to wait another 1.5 weeks to play on the set that should have been finished in April.”
Thank you for taking the time to leave such detailed feedback. We are very sorry to hear about your experience and completely understand your frustration, particularly with the delays in receiving the replacement parts and the impact this has had on your little one being unable to enjoy the play set as planned.
We appreciate that our stated replacement timescales did not match the service you received, and we apologise for the lack of communication following your queries. We also understand your comments regarding the assembly process, labelling of parts, and instructions provided, and we recognise how disappointing this must have been given the investment made.
I can see the team did reach out in an effort to resolve the matter and offered a tin of treatment as a gesture of goodwill. I am sorry that this felt short of what you would have expected in light of the inconvenience caused.
Your feedback has been shared internally as we are always looking at ways to improve both our products and customer experience going forward.
“We waited a very long time in anticipation for our summerhouse to be installed, only for it to develop faults within 4 months of being built. This means our purchase is well within warranty, so upon contacting Waltons we had, at the very least, expected a courteous reply with a solution. Regrettably having tried in vane to get a response, this company doesn't want to know.
Being £4.5k out of pocket for such a poor quality product, we have been left with no option but to get our credit card company to intervene in hope of getting our money back.
Next stop trading standards.”
“Shocking service from this company.
Firstly, it took almost two weeks to get our delivery, we were expecting it in a week.
Having the shed half built, we find that the labelled screws are slightly too big for the holes drilled. After closer inspection, we found a random mix of screws?
No customer service on Saturday or Sunday except weird AI nonsense on large items that all require assembly?
Not sure how they have so many good reviews? Shocking service, poor product!
AVOID!”
We're very sorry to hear about your recent experience and the frustration it has caused. This is certainly not the level of service we aim to provide.
We’d like to look into this further and help resolve any outstanding issues for you. Could you please provide us with your order details and get in touch with our customer service team directly on 01636 821215? A member of the team will be more than happy to assist and ensure this is addressed promptly.
Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our service.
“selected delivery at point of ordering, selected a date that i knew i was going to be in and the driver delivered on that day.
received a 2 hour window and driver delivered into my front garden on the hottest day of the year”
