“I don’t know where to begin either, I wish I had read the reviews before I ordered from them. Screens came slightly damaged and was offered a partial refund which doesn’t seem to happen after numerous emails. After reading all the reviews I can’t understand how they are allowed to still trade shocking.”
“AVOID THIS COMPANY AT ALL COSTS !
Ordered screens on 31st March and it is still an ongoing nightmare. Still waiting for screens and they of course have our payment.
Wish we had read these reviews before ordering !!!!!”
“Placed order April 7th for 'in stock' goods. Still nothing arrived May 23rd. Still says in stock on website. No contact from company. Grown too quick - dont risk your money.”
“Delayed my project.
Order placed beginning April. Received a small amount of my order.
Was promised delivery of the rest mid May.
Received an email stating they are sponsoring love island and that it won’t cause any delays to orders.
The next day they told me my order will be beginning July (3 months after placing my £7k order)
Phoned and complained on Monday. Was promised a call back Tuesday before 10am. Never happened
I’m a repeat customer but never again.”
“What a company.
Poor service, no after sales, open promises, repeatedly sorry in every email, no communication for days, always late in response, but never any action. Still awaiting partial refunds and ongoing despite for more than 2 months.
Should come with a hazard warning ⛔️
Be prepared to have no customer experience and no after service.
Shame as when not faulty, damaged or wrong items sent. Screens are decorative and well presented in your garden”
“Order placed 6 days ago , promised next day delivery and they would keep me updated on my order , no order and no information .Just got in touch with them and was informed that they won’t have a delivery until the end of June VERY ANNOYED”
“The worst online experience I have ever encountered. They promise next day delivery and then just send emails regarding issues with their courier. I have been promised one delivery date after another. They are basically knowingly selling stock they don’t have, presumably to bolster their cash flow at the customer’s expense. I have cancelled my order and now not looking forward to trying to get my refund processed as they still haven’t processed my last refund which was confirmed as being processed in 1-3 days 3 weeks ago”
“Paid 3 weeks ago for screens ..Tuffnells courier consignment number does not exist !!….Agents spin the same lines every time refuse to give me refund !!….Emailed countless times no one rings or emails me back …will have to go to citizens advise to try to get my money back !!Thieves !!”
“I don't know where to start. I ordered a radiator cover in November 2021 and I'm still waiting for my delivery. Must be the worst company I've had to deal with and customer service experience is awful. They definitely have a 'script' to pick from (copy and paste into e-mails) when responding to queries, as narrative never changes. Extremely patronising. This is the response from their customer service agent last month:
"We really do appreciate your understanding and patience, I am certain that when you do receive your order and finalize your project it will all look amazing and will make up for this delay!"
I have had to constantly chased them when their 'promised date' comes around, and no contact from them or delivery. I've been given 3 dates so far (anticipated arrival of stock). Get your house in order! Stop offering items for sale (incl. pre-orders) until you have delivered all your outstanding orders.
They had the cheek to send me an e-mail stating the following last week:
"Hey There,
Firstly, I’d like to thank you for your continued support and patience regarding your outstanding order.
You may have spotted that we have just been named as the official home and garden partner of this year’s Love Island.
I wanted to reassure you that this announcement will not result in any further delay of your delivery. Getting existing orders to clients is our highest priority and we are working around the clock to get them ready for you, which we will do ASAP
Thank you so much again for your patience and support, it really is appreciated.
Sophie x"
I spoke to Customer Service Agent (Oli) today and asked if the above confirms that I will definitely receive my item in June (as promised again) - was told "if there any further delays we'll be in contact"”
“Avoid at all costs. We ordered over £700 worth of goods. They arrived damaged and after a week or so going back and forth with customer services (who are the worst customer service team I have ever dealt with) they sent replacements. These came again damaged and not even the correct products. Again another couple of weeks back and forth with the customer services and they sent replacements for the third time. Low and behold these also arrived damaged and again the complete wrong order. After months we then decided to give up and get issued a refund. This is proving to be difficult and we are still in talks with the customer service team (when they answer you.) I've had no choice than to take itto the ombudsman. It's very disappointing not only for ourselves but for a company who is trying to do well, what a complete waste of money on there part. We have £700 worth of damaged goods in our garage which is no use to anyone. What a shame screens with envy, good products but poor staff and delivery”
“They say 24 hour delivery, after waiting in all morning at lunchtime when saw that the tracker wasn’t updating tried to call. You can’t get through on phone but was told on the chat box that delivery was delayed and would hear within 48 hours when our new delivery would be arranged! They could have told us! Rubbish”
“I ordered a substantial amount of products from them in February and was told my order would be received in six weeks, it has now been eleven weeks, no contact from them. I have called on several occasions to speak to customer service for existing orders, you wait for an eternity for the service to say leave a message as no one is available and if you do get through they give no information and do not know when you will receive your order, they then make promises to speak to an individual that will have that information and call you back, never to receive a call.
If you press one for new orders amazingly you get straight through but they say they can’t help, they can only transfer you back to the Nom answering non helpful, non informed “customer service”. Also apparently there’s no one in charge available, no manager, and refused to give a point of contact of any manager.
People don’t waste your time, avoid like the plague.”
“third time i have ordered with this company and i am only doing it to match existing panels. quality is poor but even worse is the fact they take your money with 20% off with the promise of next day delivery. I am now told that i am looking at at least 3 more weeks so next day turns into next month. the last time took 5 months to deliver a gate!
shocking, shocking, shocking!”
“I ordered x4 Black Kerplunk medium screens in 16mm on 17th April, it stated next day delivery. With it being a bank holiday weekend I allowed extra time. I called 4 days later only ot be told the kerplunk was out of stock and wouldn’t be back in stock until Early May.
I messaged the company again yesterday (5th May) and have now been told no further stock until end of JUNE! They also told me when I highlighted the fact their still shows this screen as next day delivery, that they couldn’t do anything about that…..so more customers will be ordering the kerplunk screen when they aren’t in stock and won’t be for some time. Shocking customer service I would avoid at all costs.”
“Ive spent nearly 1.5k on screens with them, 1 screen just didn't arrive...ive chased DAILY, same response every time "we'll look into it".
I have now opened a transaction dispute with my credit card company. Awful customer service, no replacement ever sent....but kept my money!”
“Avoid avoid avoid. My experience echoes that of others here. I ordered items in good faith, to then be told they were not actually available. After months of delay I cancelled the order and was promised a refund in full. Dozens of emails later, all I'm getting are excuses, delays and more empty promises. No-one in their customer service team seems to know what they're doing and trying to speak to someone in Management or Accounts is impossible. Four weeks after they promised a refund in writing, I'm still waiting. Spread the word and encourage others to shop elsewhere.”
“Shocking service
Paid for gate next day deliver became suspicious 3 days later no gate
Still waiting three weeks later for refund after finding out gate wasn’t in stock
What a scam genuine review still no refund”
