“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”
“Driver delivered at my home at 6.45am and ready to argue !
Few panels water warped with cheap nails to build with
Thank goodness for my local joiners knowledge to rectify what would have been a bit of a shambles 😳
Not the best 😕”
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Reviews
About
Waltons
Reviews 12,010 • Average
TrustScore 3.5 out of 5
3.5
VERIFIED COMPANY
In the Garden centre category
www.walto
ns.co.uk
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Reviews
3.5
12,010 total
5-star
52%
4-star
17%
3-star
11%
2-star
9%
1-star
11%
Tom Alex
1 review
Rated 1 out of 5 stars
2 hours ago
Truly awful company
Truly awful company, both in quality and customer service. Waltons and Mercia Garden Products are the same company, likely promoting themselves under Waltons given the godawful reviews for Mercia.
I see the company lost £2.1m turnover this year compared with the last, going to the dogs and no surprise. Top tip: it's not the market, your reputation for service and quality is pants.
I wish I had properly researched the company and reviews before we bought, but I went on the Waltons reviews. We purchased a summer house and found on construction a number of significant issues. To name a few, the door didn't meet the frame and the roof sections didn't meet. The screws supplied seem to be made with plasticine.
After spending a long time constructing and deconstructing it to check it wasn't our error we contacted the customer service team.
There followed an insane back and forth being told the measurements were correct as per their specs so they couldn't do anything. They were sent all the information, including photos to show the huge gaps where pieces met. It was a summerhouse we were looking for, not an observatory.
However, trying to be reasonable with Waltons is like shouting at the sun (which I can do more of now, thanks Waltons!). They have you in a clear bind if you've spend ages erecting the thing, putting us off the inevitable nightmare of a refund - if this is how pisspoor their service before a refund request, life is too short to start that journey.
We just wanted replacement parts for bits that were faulty, but were told the replacement parts would be the same (they must specialise in sh*te materials).
Do yourselve a favour and look elsewhere. There is a veneer of a decent company from their online presence but this is quite stage managed - shysters and cheaters who don't give a hoot about their customers. Buy from a proper company.”
“Made the mistake of spending £1,750 on a corner summer house.
I've erected many sheds and Sumner houses over the years and this was by far the most poorly made one I've ever experienced.
From the start it was clear that the workmanship was poor, (and that's putting it mildly).
ALL the panels were misshapen and NOTHING fitted together due to the terrible quality of the materials making the straight lines into banana shapes.
The pathetically thin doors wouldn't shut properly due to being warped. I had to buy bolts for the top and bottom of both the double doors to stop them gaping open.
But even this didn't prevent the rain coming in as, due to the lack of a decent door frame, there were gaps all around the doors.
I had to make and fit an internal frame for the doors to close onto. The doors aren't even made square so don't meet in the middle properly.
The so-called windows, (thin perspex sheets that get scratched if you so much as look at them), also had gaps around them which needed sealing with silicone to stop the rain coming in.
The parts of the roof and the floor panels didn't fit together due to being warped so I had to clamp the various pieces together to bend them back into shape before they would fit.
Absolutely NONE of the fascia board trims or the vertical cover strips were long enough or wide enough to do the job so I had to but more timber to do the job.
The hinges that were sent with the kit were the wrong ones so I got them to send me new ones, (I should have actually asked for a whole new summerhouse but by now I was too far into the process of trying to assemble it).
Also, many nails were sticking out of the various panels where the nail gun had missed it's target. Loads of pieces of the strengthening timbers were split and/or warped.
The quality of the felt was absolutely appalling. It's now leaking due to it splitting where it's turned over at the edges of the roof to go under the fascia.
I've had to strengthen the floor with a 25mm thick plywood base to stop the whole structure from wobbling when you walk around.
And now I'm going to have to refelt the roof because everything inside is soaking wet and going mouldy.
So..... DO NOT BUY ANYTHING FROM THIS COMPANY.
YOU WILL BE WASTING YOUR MONEY.”
“Some years ago I bought a corner shed / summerhouse from this company. The walls were unmatched the green composite floor and roof were next to useless the roofing felt was brittle and thin and the door lock didn’t have the correct key and the central roof supporting wood was a piece of inch square. However this structure has provided hours of amusement to my daughters friends at the local university architecture faculty and given me the confidence that I could build a better structure without any difficulty so thanks for the only 2 positives of ownership.”
“The quality of the shed is not worth all this money, the finishing is poor, the installation is far away from being professional, the delivery took longer than promised, and they did not deliver the paint sample, so we could order it again for maintenance, I contacted them to ask for it and they said it will be delivered, this was 2 months ago, even the lock stopped working the third time I tried to open it, by the way, the lock cost me £9.99 and I found it in range for £1.99 so yes, I wouldn't recommend them to anyone.”
“100% Shop elsewhere, I received a shed that I can only describe as fit for a bonfire. Panels broken, panel warped, nails hanging out, nails no hit in properly, wood split, wood not lined up before securing. Delivery was not in time slot sent through by company when I had a arranged to be home for so when I arrived home to find this poor excuse for a shed dumped out the front of my house where anything could have happened, to then have ridiculously small partial refund offers from Walton’s to fix the repairs which would cost me more to repair than they would refund to then be lied to continuously about my full refund of when it was processed and when I shall receive my money back.
Honestly avoid this company like the plague and buy else where.”
