Origin Suregreen Ltd Reviews

Name: Origin Suregreen Ltd
Address: 1-3 Freeman Court, Jarman Way, Orchard Road, Royston, Hertfordshire
Rating: 4.61

4.6 Rating 7,900 Reviews

91 %

of reviewers recommend Origin Suregreen Ltd

4.6

Based on 7,900 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5
Returns & Refunds
Returns Process	Could Be Better

About Origin Suregreen Ltd:

Suregreen offers a wide range of Landscaping and Timber products for both trade and DIY applications.
We aim to become the UK specialists in ground reinforcement solutions, wire products, fencing supplies, timber posts, timber sleepers, tree shelters and garden supplies.

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Origin Suregreen Ltd 5 star review on 10th October 2025

380

Anonymous

Anonymous // 01/01/2019

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

English

“Very poor quality topsoil . Money lost .”

Helpful Report

Posted 1 year ago

Good afternoon, I am very sorry to hear about the poor experience you've had with us. We'd like to try and make things right for you. We've not had any communication from yourself regarding the quality of the topsoil, and we'd greatly appreciate if you pop us an email to customercare@sure-green.com and we will be able to look into the issue further. If you've got some photos to send us, this will help determine the outcome. We look forward to speaking with you soon, Kind regards, Vick Senior Customer Service Associate Origin Suregreen Limited

Posted 1 year ago

“I am extremely disappointed with the quality of the 64 oak sleepers that I purchased from Suregreen. They were to be used to build a number of raised beds in my vegetable garden. A large number were seriously bowed (some bent like a banana) and of a poor shape. Many were also not machined properly and had seriously ragged and uneven edges. The overall quality was completely unacceptable. I would not recommend buying oak sleepers from Suregreen. The only positive from the whole purchase was the helpfulness and professionalism of the driver, who was first class.”

Helpful Report

Posted 1 year ago

Good Morning Malcolm, Thank you for taking the time to leave us a review. I have thoroughly checked our records and unfortunately, it appears we have not received any correspondence from you regarding this order since your delivery on the 2nd of July until this review. I want to assure you that we are here to help resolve the issue with you. I have checked the delivery image and I am unable to see any sleepers that do not meet our expectations so when possible could you please send us an email with images of the issue? Once we receive these, we will work swiftly to rectify the situation for you. Kind regards Katie Origin Suregreen Limited

Posted 1 year ago

“order was made two weeks before delivery day, on the day got a SMS thet delivery was cancelled, without any option. I had workers ready to fixed my fence and the Suregreen left me without materials. Very poor customer service, the offer next day service, but i would have to unload everything by myself with secound person providing by me (health and safety?????).”

Helpful Report

Posted 1 year ago

Good Morning, Thanks for taking the time to bring this to our attention. Upon reviewing your order, I noticed that when you placed it on June 14th, you requested delivery at the end of June. Unfortunately, on the scheduled delivery day, we experienced a vehicle breakdown. As a result, we offered to send your order via our third-party courier, which requires two people to offload the items as stated on our website. Since this was not feasible, we rescheduled the delivery with our vehicle at the earliest possible date. I can confirm that the order was eventually received in full. We apologise for any inconvenience this may have caused. If you would like to discuss this further, please do not hesitate to contact us. Kind regards Katie Origin Suregreen Limited

Posted 1 year ago

“I had a dreadful experience. My order didn’t arrive within the 3-5days stated and I had organised for someone to complete work using the materials that were due to be delivered. I chased the order after 7 days and was told it wouldn’t be delivered for another 5 days due to one of the items not being in stock. I asked for the in stock items to be sent separately and was told they would be and that they would call me to confirm they had been sent. I never received a call back, and the items weren’t sent, they were all shipped together 5 days later. I didn’t receive an apology for the lack of communication and there was no acknowledgement of the significant cost (financial and poor experience) to me as the customer.”

Helpful Report

Posted 1 year ago

Hi Lucinda Thank you for your feedback, we are always looking for ways to improve our service. Unfortunately due to issues with our own vehicles we had to send this with a 3rd party courier which took the delivery slightly over our stated 5 working days, and we do apologise for this. I am glad to see that the goods have now been successfully delivered, and I do hope you are happy with the quality of our products. Please do let us know if you need any further assistance with placing future orders with us, we'd like to ensure your goods get to you in a timely and efficient manner. Kind regards, Vick Senior Customer Service Associate Origin Suregreen Limited

Posted 1 year ago

“Experience wasn’t great unfortunately as I never received my order. I emailed after a week and got a response to say it would be queried with the courier and someone would get back to me. Two weeks in and still no order or any further communication from Suregreen. I emailed again asking to cancel and refund my order which was done same day.”

Helpful Report

Posted 1 year ago

Good afternoon Matthew, Thank you for your review. We are sorry to hear that the delivery didn't go as we had hoped. I have seen that this order unfortunately got lost by our third party courier, this is not how we expect our deliveries to go and we can only apologise for this, I have looked into this and have passed the information on to our courier for further investigation. Thank you for bringing this to our attention. Kind regards Katie Origin Suregreen Ltd

Posted 1 year ago

“They could not find the address, what a joke”

Helpful Report

Posted 1 year ago

Hi Paul, Thank you for leaving your feedback. I do apologise for any inconvenience caused thus far with your order. I can see we are due to deliver your goods today (04th March) on our own vehicle, and he will be with you before 5pm. I hope this helps. Please do let us know if you need any further assistance. Kind regards, Vick Senior Customer Service Associate Origin Suregreen LTD

Posted 1 year ago

“Ordered some fence posts. They have split really badly. Would not buy again.”

Helpful Report

Posted 2 years ago

Good morning Thank you for taking the time to share your experience regarding the fence posts you purchased. We're sorry to hear that you've experienced splitting with the fence posts. We'd like to clarify that splitting can be a natural occurrence with timber products, particularly when they are exposed to varying environmental conditions. Factors like changes in moisture, temperature, and the natural aging of wood can contribute to this phenomenon. Timber being a natural material, is subject to variations and characteristics that are beyond our control. While we strive to provide the best quality products, slight splitting or cracks, especially over time or due to exposure to the elements, can happen. I hope this helps clarify the issue you are experiencing, Best regards, Vick, Senior Customer Service Associate, Suregreen

Posted 2 years ago

“Due to some technical issues from their end, the product was delivered 3 weeks later and I returned the product without opening the seal. They charged me £60 for delivery and £60 for returning the product. For nothing, I paid £120 to them. Be careful of their delivery and return policy. Even if there is a problem on their side and you want to return the product, they will charge you. Very bad and disappointed with their return policy.”

Helpful Report

Posted 2 years ago

Good morning We appreciate you taking the time to share your feedback. We are truly sorry for the inconvenience you experienced regarding the delay in product delivery due to technical issues. We understand how important it is to receive your order in a timely manner. Regarding the return costs, we strive to provide clear and transparent information about our return policy, including any associated costs. Our aim is to ensure customers are informed about the potential charges related to returns before making a purchase. We apologize if there was any confusion or if this information was not conveyed effectively. Thank you for bringing this matter to our attention. We value your feedback and are committed to enhancing our processes to provide an improved experience for our customers. Best regards, Vick, Senior Customer Service Associate, Suregreen

Posted 2 years ago

“This is the second time I have used Suregreen. The first they were fine. I have today been in all day waiting for a delivery. I have been tracking the van as the app allows you to do assuming as stated in an earlier message that my delivery was on board. I then received a message saying that my order had not been loaded. This was in the afternoon after I had been waiting all day. I rang and no one can really give me a reasonable explanation for why I was not told earlier about the order not being loaded. Not a great day for Suregreen customer service and unfortunately a wasted day for me waiting for a non existent delivery.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. We apologize for the inconvenience caused by the delay in delivering your order. After a thorough investigation, we have identified that the issue stemmed from an error during the loading of the delivery vehicle on the 20th of July. Rest assured, we take this matter seriously, and we are committed to preventing such mishaps in the future. To make up for the delay, we have taken immediate action, and your order is now scheduled to be delivered on the 25th of July using our own dedicated vehicles. We are committed to ensuring a smooth and prompt delivery without any further delays. If you have any questions or would like to discuss your order in more detail, please do not hesitate to contact us. We are here to assist you throughout the process. Once again, we sincerely apologize for any inconvenience this may have caused. Your satisfaction is essential to us, and we are continuously working to improve our services. Thank you for your understanding and patience. Kind regards, Liam Suregreen Ltd

Posted 2 years ago

“Delivery taken over a month”

Helpful Report

Posted 2 years ago

“Still waiting over week for refund this company said next day delivery I had to phone them after 3 days to ask were fencing was and when to expect delivery. Was told two days and would all arrive together waited anther today only got part of order. Asked for them to collect and refund me collected in 2 day but over week later still no refund.”

Helpful Report

Posted 2 years ago

Dear John, Thank you so much for your feedback about Suregreen Ltd. Please accept our most sincere apologies for the delay in getting this refund issued for you, this has now been issued back your original payment method. Once again thank you so much for your honest feedback. We appreciate you taking the time to let us know of your experience. Sincerely, Liam Suregreen Ltd.

Posted 2 years ago

“The worst company I have ever dealt with ordered fence panels and posts with 7-10 day lead time delivered 4 weeks later with no posts and wrong size panels no contact from supplier it was down to me to do all the chasing once they have your money your on your own.AVOID.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. I am sorry to hear that you feel this way, we are a small family run business and we aim to deliver the highest level of service and will continue to improve this with our customer feedback. If you would like to discuss this further, please contact us 6 days a week via phone or email with your order number. Kind Regards, Liam Suregreen LTD

Posted 2 years ago

“Absolutely shocking customer service! It took nearly 3 weeks for my order to be dispatched/ delivered instead of the 2-7 working days! No contact to inform of the delay. I’ve had to cancel my fencer twice and that’s been a cost to me! I’ve had to chase every single time for updates! Had a damaged panel, so was advised to email proof. I sent this and asked for a refund to then receive an email to say my order was going to be dispatched. I’ve raised a complaint and a manager was meant to have called me last week, and over a week later and still no call. I hold no hope with this company!”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. We have had communication with you via email to advise about the delay of panels so you was aware. I can see that we issued a refund instantly once we were aware that the panels arrived damaged and the image was received. I can see that the supervisor contacted you on the 29th May and was the one requesting images to get this resolved as quickly as possible. I am sorry to hear that you feel this way, we are a small family run business and we aim to deliver the highest level of service and will continue to improve this with our customer feedback. If you would like to discuss this further, please contact us 6 days a week via phone or email with your order number. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

“Great products but really useless delivery times. As you will see, ALL the numerous 1 star reviews on the web cite delivery as the reason for such a low score. SureGreen know they can't provide reliable delivery yet they continue to take orders and continue to promise national speedy delivery. This is misrepresentation. To use the old excuse "we are a small family business..." is irrelevant. If you spent less time marketing and cultivating a good review score and more time actually delivering as promised then perhaps you might be worth a better reputation for customer service. I don't trust SureGreen's promises so will never use them again.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. I am sorry to hear that you feel this way, we are a small family run business and we aim to deliver the highest level of service and will continue to improve this with our customer feedback. If you would like to discuss this further, please contact us 6 days a week via phone or email with your order number. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

“Waited a month for the delivery which never came. I cancelled the delivery only to be told I would have to wait for the items to be returned to you before I received a refund. I had to argue the point to get to get an immediate refund. Then was contact twice days later by a company saying they are delivering the items and would have to be present on a certain date to receive them. Then when I phone on the day to ask where the delivery is I was told it was mix up and it is not being delivered to me but is being returned to you. I was out of pocket on a job I was doing as the items didn’t arrive. I had kept telling the customer the order was on its way then I had to find a replacement at short notice. No compensation offered. Totally waste of time would never used again and will tell as many people as I can about the poor service.”

Helpful Report

Posted 2 years ago

Good morning Jay, Thank you for your review. We have had contact with you regarding email explaining the timefrme of your order. Please accept my sincere apologies that your experience has not been as expected. We are a small family run business, and we aim to provide the highest level of customer service, but we appreciate your feedback and will continue to improve. If you wish to discuss this further, pelase contact us 6 days a week via phone or email. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

“You lost my parcel after many phone calls telling me different reasons for non delivery. I won’t be using your company again and neither will my family and friends.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. I am sorry to hear that you feel this way, we are a small family run business and we aim to deliver the highest level of service and will continue to improve this with our customer feedback. I am sorry that our choice of courier have let you down on this occasion, we use a variety of different couriers depending on the product. I can see that you have requested a refund which was issued on the 23rd May. If you would like to discuss this further, please contact us 6 days a week via phone or email. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

“Didn’t receive the fence energiser, dispatched from the supplier as stated at point of purchase, courier gave a deliver date and time, no delivery, after daily emails to Evri they finally admitted 6 days later they had lost the parcel, if I had known at the point of purchase Evri was the courier I would not have purchased the product from this company. Your customer service is only as good as your courier. Evri the worst courier”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. I am sorry to hear that you feel this way, we are a small family run business and we aim to deliver the highest level of service and will continue to improve this with our customer feedback. I am sorry that our choice of courier have let you down on this occasion, we use a variety of different couriers depending on the product. I can see that you have requested a refund which was issued on the 22nd May. If you would like to discuss this further, please contact us 6 days a week via phone or email. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

“Item ordered is good and as described and a reasonable price. However really poor service, website says 3-5 days took 3 weeks to dispatch then a further week for courier to arrange delivery. Chased after two weeks via email, took 2 days to reply to my query I was told it would be placed on priority for dispatch took another week before it was dispatched. Courier took 24 hrs to contact me they said they would deliver Tuesday, turned up on Thursday. Worst online transaction ever. I won’t be using Suregreen again.”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. I am sorry to hear that you feel this way, we are a small family run business and we aim to deliver the highest level of service and will continue to improve this with our customer feedback. If you would like to discuss this further, please contact us 6 days a week via phone or email with your order number. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

“Appalling service, 3 weeks of chasing to get a delivery date, lack of communication, turns out they had vans broken down so could not deliver but never communicated this until I constantly chased them. When chased they offered a date more than 2 weeks after initially ordering when I was out the country, told them I couldn't take delivery and needed on 23rd. They agreed to deliver on 23rd, waited in all day and then phoned to see where the order was to be told it was coming in 2 days. Immediately asked for a refund as they messed me around way too much! Avoid at all costs unless you like to be messed around! Amateur company, who plays the "family run" card every 5 mins when they constantly balls up! Clearly the majority of 1 star ratings on here must ring alarm bells!”

Helpful Report

Posted 2 years ago

Good morning, Thank you for your review. I am sorry to hear that you feel this way, we are a small family run business and we aim to deliver the highest level of service and will continue to improve this with our customer feedback. If you would like to discuss this further, please contact us 6 days a week via phone or email with your order number. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

“The worst customer service experience I have ever had. Four weeks to deliver fence posts that were in stock.”

Helpful Report

Posted 2 years ago

Good morning Shaun, Thank you for your review. I am sorry to hear that your experience with us, was not as expected. I can see your order has been delivered by the courier. If you wish to discuss this further, please contact us 6 days a week via email or phone. Sorry for any disappointment caused. Kind Regards, Sian Suregreen LTD

Posted 2 years ago

Origin Suregreen Ltd is rated 4.6 based on 7,900 reviews