The Big Crate Reviews

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About Kindwood:

Kindwood is the UK's most sustainable wood fuel brand. Innovating the industry with elegantly packaged firewood products ideal for those cosy nights by the fire or those crazy nights long into the evening during summer.

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Email:

hello@kindwood.co.uk

Location:

Frostrow Farm, Watton Road, Hingham
NR9 4NW

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“Great quality wood. However this is loose packed rather than stacked so you get less quantity than other suppliers.”

Helpful Report

“Useless - do not use this company!!!!!! I ordered a crate as per the advertised delivery date, had an email to confirm that it had been shipped, couldn't use the tracking link so didn't know when it would arrive and Kindwood didn't respond to my email asking for a date. The delivery date was missed and when Kindwood finally responded they admitted that it hadn't been shipped at all !!!!!! As I couldn't be around for new delivery dates I cancelled the order and Kindwood agreed to refund my Paypal account. Paypal confirmed that a refund had been made but then emailed to say that the refund was then cancelled !!!!!!! Kindwood said that they would get it put through but nothing happened I have now had to dispute the payment with my credit card company. You can't trust the delivery dates and you certainly can't trust them when they promise a refund.”

Helpful Report

Hello Ray, Thank you for your recent review. I'm very sorry you've had a terrible experience with your recent order. It has never been our intention to not communicate, deliver or refund. We vouch for our customer service, and we go above and beyond to help our customers, and we're ashamed to hear that we weren't up to standard this time round. We apologies for not meeting our estimated delivery time, and we've passed feedback onto the warehouse. We are only a small business, and our warehouse only has 2 people in there! As we slowly creep into our busiest time of the year, we may slip up occasionally and we do try out best to resolve it as soon as possible. I've looked into the your refund case and I can see the case has been resolved and a full refund was made. We do not have the authority to cancel a refund, therefore this is likely a PayPal concern, but there is no indication our side that the refund didn't go through. We will further investigate this for you. We hope you have a better experience in the future. Thank you, Kindwood.