Chestnut Mill Limited Reviews

Name: Chestnut Mill Limited
Rating: 4.73

4.7 Rating 1,389 Reviews

93 %

of reviewers recommend Chestnut Mill Limited

About Chestnut Mill Limited:

A UK based independent and family-run store
Offering top brand quality products at competitive prices. We take pride in providing an efficient, friendly service with clear straightforward advice when needed.

We offer a wide range, with over 6000 products in stock and ready to be despatched to you on an Express Delivery service. We are a pet and equestrian superstore, farm and small holdings supplier, wildlife supplies specialist, and online garden centre.

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Phone:

01256578011

Email:

info@chestnutmill.co.uk

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Chestnut Mill Limited 5 star review on 10th January 2026

Anonymous

Anonymous // 01/01/2019

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

“I want to send it back but no one will reply to me”

Helpful Report

Posted 1 month ago

Thank you for your feedback and order. Please accept our apologies for the delay in responding to you. You first e-mailed with the request to return after 2pm on the 24th December. Our contact centre had closed midday on the 23rd for the festive period and did not re-open fully until the 5th January. During this time, our e-mails were monitored, but only urgent e-mails were responded to such as those regarding animal feed deliveries where animal welfare was at risk. Return requests for a Picnic Hamper would not come under such an urgent need. We have replied to you within 24 hours of the contact centre re-opening fully and have confirmed the return address and procedure for it. Our return policy for the vast majority of items is a 30 day one as well, so assuming it is un-used with all retail labels still attached there was no need to panic about it being almost 7 days since the original delivery, this 30 day policy is stated in the first line on the returns info page where you have seen that you need to e-mail us prior to returning.

Posted 1 month ago

“No order acknowledged, doesn’t answer phone, does not respond to email. Likely to cancel order if no response in next 48 hrs”

Helpful Report

Posted 2 months ago

Thank you for your message and review. I can confirm the order was received and has been processed and despatched. A confirmation of the order was e-mailed to you on the 10th at 16:10 at the same time you placed your order. Please could I ask you to check you spam for such an e-mail as it was certainly sent from our system and we have had no bounce back notifications. This order should be with you mid week within the 3-5 working day lead time advertised. In reference to your comments about no reply to e-mails and issues speaking to us over the phone. Please accept my most sincere apologies that you were unable to speak to use, we are extremely busy at the moment and not always able to answer every call. The only e-mail we have received from you was on Friday, we do not man our office over the weekend, but as we take our customer service very seriously we have still replied today (Monday) so you will have had a reply within 1 working day of your e-mail as well as the original confirmation e-mail sent at the time of the order and the despatch confirmation e-mail. Please accept our most sincere apologies for the issues you have faced.

Posted 2 months ago

“Never recieved goods after 2 weeks”

Helpful Report

Posted 3 months ago

Thank you for your feedback. Unfortunately, it does appear that your parcel has been damaged by the courier. unfortunately in these situation we do not automatically get notified by the courier of this as they do not return the parcel. You will have received an e-mail with the tracking when it was first despatched, so hopefully you were able to track the parcels progress? Upon receiving your e-mail over the weekend to notify us of the issue we have had a new bag despatched today (Monday) on a Next Day service. I do hope you will be satisfied by this speedy resolution to an incident that is unfortunately relatively out of our control. Should there be a delay with you deliveries in future please do reach out to us sooner than you have so that we can assist and ensure your order is delivered as soon as possible.

Posted 2 months ago

“Whilst the products arrived, each time the boxes were broken and bag’s ripped. When speaking with the man on the phone all I got was fault deflection, no apology , just an abrupt ‘well it’s not our fault’. When I suggested using better tape or stronger boxes , I got ‘ that costs more money’ to which I replied with , it must cost more money replacing the items ~ well no it doesn’t cost more money as they never replace the items! It’s resulted in my going elsewhere, somewhere, where there is good customer service and where they take care in their packaging”

Helpful Report

Posted 8 months ago

“Probably not Chestnut Mill's fault but both of these chairs I ordered were so badly made that they had to be returned.n however they haven't tried very hard to get replacements.”

Helpful Report

Posted 8 months ago

“Extremely disappointed on the customer service. Placed an order on 22nd November with an anticipated delivery date of 3 working days. Still not received 2 weeks later. Firstly said was damaged on transit and when phoned up promised the items next working day, then found out they never had any in stock. Will never use this company again, extremely poor service.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We would like to take this opportunity to sincerely apologise for the delay you have suffered. We will certainly be looking at our processes to try and ensure issues like this do not happen again in the future. Just to confirm some details regarding your review, your order was placed late on a Thursday, so the first possible date for despatch was the Friday. The Standard Delivery Service that you paid for is a 3-5 working day delivery service. You contacted us the following Friday on the 5th possible working day for delivery to chase the delivery. It was at this point which we saw in the tracking that the parcel had been damaged in transit. Our member of staff checked our system and could see one bag still in stock so said they would get this despatched on the Monday for delivery on Tuesday (we only despatch Monday to Friday and it was too late on the Friday to despatch). Unfortunately when we went to despatch it on Monday we found the stock level was incorrect. We were though able to get stock in quickly for despatch on Tuesday for delivery on Wednesday. We would like to apologise for this delay, especially for the error in our stock system which caused the extra 1 day delay. However we do take pride in the fact that we have acted swiftly and decisively to rectify the situation as quickly as possible. Meaning that despite a couple of rare but significant issues we have been able to re-arrange a new delivery, so that the bag has arrived only 3 working days late (8 working days after the order date).

Posted 1 year ago

“I never received my order so won’t be using this company again. It’s mostly the mail deliver companies fault but I’m disappointed in the service”

Helpful Report

Posted 1 year ago

Thank you for your feedback. Please accept my most sincere apologies for the issues you have had. We are though a little confused. You placed your order at 1pm on the 29th October. This was despatched the next day and the tracking shows as delivered at 13:08 on the 31st October by the couriers and left in "safe place". We cannot find any correspondence from you to let us know you were missing your order. We take great pride in our customer service and would always ensure an issue such as this was resolved ASAP once we became aware of it. However, as this was shown by the couriers as delivered, we were not aware of any issues to address. Please could you e-mail us on info@chestnutmill.co.uk if you have still not received it so we can investigate it for you and ensure you either get your money back or the product delivered.

Posted 1 year ago

“Item hasn't even arrived yet I'm having to wait 4 months for a dog kennel and run and this is the 3rd email I've received asking me to review the product that isn't even hear yet.. Only thing that I have been impressed with is the kind lady I spoke too who was able too see that ordering something in July and not recieving it until December was not ok considering the delivery time says 90 days and I was 130 days so managed too get it delivered in November.. Cant review the product as I'm having too wait months...”

Helpful Report

Posted 1 year ago

“Hi Chesnut Mill, I'm really very disappointed! I think this is outrageous you sent my just an naked white plasic bag, without any text. I dont have a clue any ingredients inside. I wanted to use YOUR ORIGINALLY PACKAGING like reference...etc..etc I have lot of quails. I'm loyalist I'm only use your product. So I hope in the future I have a normal packaging AS WE CAN SEE ON YOUR SIDE! THANK YOU VERY MUCH.”

Helpful Report

Posted 1 year ago

Thank you for your order and feedback. As these bags of feed are produced to order, they are not put in branded bags and are sent to us directly like this without any branding, The image on our site, does not show a specific bag for this feed, just a basic generic brand bag for Heygates feeds. We do not make this feed so do not have any control over this. We will add to the product details that these bags will arrive like this without any branding. It does though have a product identification label along with batch number and expiry date.

Posted 1 year ago

“I ordered a garden shed, it was supposed to arrive within 2 weeks, unfortunately it kept being postponed, the courier was twice 30 minutes from my house and was apparently running out of time, I do not recommend this company even though they contacted me quickly, after five weeks I canceled the order because she was supposed to come in two weeks, seven weeks in total”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We are extremely sorry that you have had such an experience. I can assure you it is not the typical experience for customers and we take customer service extremely seriously. Unfortunately, as the shed is delivered directly by the manufacturer and the deliveries arranged directly between you and them, we were unaware of such an issue until after the 2nd failed attempt, when you informed us. We did then take immediate action and ensure a new date was booked in ASAP and involved director level at the manufacturer to ensure there was no risk of it failing again. Having looked into it with them it does appear to have been a rather unfortunate series of events, the initial vehicle broke down, and the manufactures as a result tried to squeeze your delivery onto another delivery run. Due to your address being northern Scotland (extreme range of their deliveries), the vehicle unfortunately, ran out of time to deliver it that day. As a result of this, the final date you received for delivery after we had intervened was a couple of weeks away as they wanted to ensure it was a priority delivery on the new delivery run and not again squeezed onto an existing run. At your request after receiving this date we quickly cancelled and refunded your order. One again please accept our most sincere apologies for these issues, we hope you were satisfied with our speedy and efficient responses and attempted resolution once you informed us of the issue. We are sorry we were on this occasion not able to arrange a speedier delivery for you.

Posted 1 year ago

“Absolute shocking was told it would be delivered in 21 days the reason we ordered with them to be then told it’s gona be 2 months avoid”

Helpful Report

Posted 1 year ago

Thank you for your review. I am very sorry to hear you have had such an issue. This is delivered directly by the manufacturers so we were not aware of this issue you have had. Delivery lead times are approximate and liable to occasionally change due to surges in demand at such peak times as that start of May. If you can message us at info@chesntumill.co.uk we may be able to improve this delivery time for you as I don't think it should even now 2 months wait.

Posted 1 year ago

Good Morning, We hope you are now enjoying your new Summerhouse. Further to our previous response, we did wonder if you would consider reviewing this feedback. Upon contacting us after leaving this review we were able to get you a delivery date of 27th May which was 30 days after you order date, which I accept is 10 days longer than originally suggested, however the lead times are approximate and I am sure you would agree our quick action resulted in a much better resolution than the 2 months mentioned in your initial review. Kind Regards The Chestnut Mill Team

Posted 1 year ago

“Unfortunately my wood store was delivered damaged and I’m unable to put it up . Hoping to get a replacement from the company asap”

Helpful Report

Posted 1 year ago

“Poor quality product sold (Wooden cold frame). Packaging and instructions were poor. Arrived soaking wet which soaked into the wood so been wet for a while.”

Helpful Report

Posted 1 year ago

“I still have not received my item and ordered over 3 weeks ago. When I phoned to inquire I was told that I must have ignored a mail from the manufacturer. I stressed that I had heard nothing. No apology and made to feel like I was in the wrong!”

Helpful Report

Posted 2 years ago

Thank you for your feedback. Please accept my apologies if the person on the phone made you feel that you were in the wrong. It is unfortunately not uncommon for customers to miss their delivery booking e-mail form this manufacturer. We will though of course speak to our colleague about the conversation and implement training to ensure they deal with the situation in a more suitable way so as to not make you feel like this. Customer services is something we take great pride in and would never want out customer's to be made to feel this way. To confirm the delivery could not take place without the delivery being booked directly between yourself and the manufacturer as is outlined on the product details page. We are unable to book these as we do not have access to their system. This can either be done via the e-mail that should be automatically sent or by calling them directly. I believe my colleague gave you their number as you had not got the e-mail. Unfortunately, you contacted us about the delay the day after their offices had closed for the Christmas period and they would not have opened until the 2nd January. So I assume at the time of your writing this review you had been unable to speak to them since speaking to us. We have though not heard from you since so assume the delivery has taken place with no issues now. Please do let us know is this is not the case and we will ensure it is addressed ASAP for you.

Posted 2 years ago

“Wrong item delivered . Emailed you on 22.12 23 to advise and request that correct item be dispatched or full refund if not available. No response.”

Helpful Report

Posted 2 years ago

Thank you for your feedback. Please accept out most sincere apologies for the picking error. Whilst rare they do sometimes unfortunately happen. Unfortunately you e-mailed us after the offices had closed for the festive period. These working dates were detailed on google and our website in a number of places, apologies if you did not see these, we will review things for next year to ensure our working dates are more visible. I believe you wrote this review during this festive period so we would not have had a chance to respond to the e-mail at this point. We did though respond to your e-mail at 8:06am on the 2nd January (first day back after the festive period) and had a replacement sent out to you the same day on a Next Day service. We also asked you to keep the original item as a good will gesture. I understand that especially around Christmas receiving the wrong item can be very frustrating, however I hope our swift action once able to was enough to convince you of our sincerity in our desire to always provide as high a level of customer service as possible.

Posted 2 years ago

“Never received sample that was offered.”

Helpful Report

Posted 2 years ago

“Very disappointed. Poor quality, flooring cheap, some wood parts mouldy, undercoat patchy. Whole thing filled with holes and gaps. Delivery man very rude, described the company as “shit”, bit harsh I think! Wouldn’t use the company again. Need storage so forced to keep it.”

Helpful Report

Posted 2 years ago

Thank you for your feedback. I am very sorry to hear that you have had such issues with the building. This is made and delivered directly by the manufacturer so we will speak to them about the rudeness of their driver and would like to apologise for this having happened. Please could you e-mail info@chestnutmill.co.uk with some images of the issues you have so that we can ensure they are addressed ASAP as we would have done had you contacted us directly about these issues originally.

Posted 2 years ago

“Sadly, l ordered cat food, l was told by Chestnut Mill the food had been sent to the carrier, was the food with carrier, no. I kept being told l would receive it but apparently it was lost, l had to chase for a refund as the company had just left me hanging, eventually l had a refund and an apology, which was refreshing, except l still didn't have any cat food. I would not bother again with this company as they really have no idea where the goods are.”

Helpful Report

Posted 2 years ago

Thank you for your review. I am very sorry to hear that there was such an issue with your order. Unfortunately parcel are sometimes lost by the courier, even before they manage to scan them into their system due to the parcels being collected in large cages and processed in their depot. As such we would not have been notified of an issue until you contacted us on the 29th August at 7:12pm. We had no contact with you before this point other than the despatch confirmation e-mail to allow us to have kept telling you, you would receive it. On the 30th August at 1:31pm (within 24 hours) we responded to say the courier had confirmed they had lost the parcel and we immediately processed your refund. Having check our correspondence with you I can see no chasing on your behalf regarding the refund. However I can see that 3 working days later (as is standard practice and a restriction by the banking system) on the 1st September it will have cleared into your bank account. We are very sorry that this issue happened and would have happily sent out the order again for you had you wanted us to do this. I would also note that you contacted us about the missing parcel on the 4th working day of the delivery service (out of 5) about the issue. So it would have been possible to send a new parcel on an express delivery and have it with you only 1-2 days late.

Posted 2 years ago

“Terrible customer service, rang 5 times no answer and emailed multiple times about my missing refund of almost £200. Had to open a PayPal case to get my money back”

Helpful Report

Posted 2 years ago

Thank you fro your feedback. Please accept our apologies that you seem to have had such issues. As discussed on the phone since, we did reply to everyone of your e-mails, always within 24 hours. It would appear these must have been filtered by your spam folder or similar as you confirmed the address was correct. Please accept our apologies with the issue with the phone, our lines were down whilst we had some re-refurbishments take place. Our e-mails would have informed you of this as well at the time. To confirm we had also already initiated this refund via PayPal, unfortunately when an e-cheque is used by PayPal this can delay the payment clearing into your account, however it was fully processed at our end several days prior to your attempt to open a PayPal case. We take our customer service very seriously and would always want to ensure refunds are processed as soon as possible and we respond to any e-mails or voice messages within 24 hours as a minimum. Having now spoken to you on the phone we believe you now understand all of this and understand that the refund is already on its way to you. Thank you for your patience.

Posted 2 years ago

“Ordered 22nd April told it would be delivered on the 26th May 2023 still not arrived and can't get in touch with anyone, I have 2 little girls upset, left emails and phoned NOTHING so Bad”

Helpful Report

Posted 2 years ago

Thank you for your review. Please accept my most sincere apologies for the delay in the delivery. This was delivered directly by the manufacturer and on the day of delivery they had a driver off sick at late notice, this has now been delivered. Unfortunately we are not able to answer every call, but we did respond to your voice mails and e-mails with 24 hours every time we received one. I hope you were happy in the end with how quickly responded and the resolution to this issue.

Posted 2 years ago

Chestnut Mill Limited is rated 4.7 based on 1,389 reviews