Ordered some patio tiles online, but due to a technical error the order was deleted without me knowing. I contacted the local branch, New Malden, when the tiles didn't arrive and Ian Paget was absolut... See more
Location
Switch locationUnit 16, Adams Industrial Estate, St John's Road, New Malden, KT3 3SQ Surrey, GB
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See what reviewers are saying
Reliable service once again from New Malden branch working in association with Ascot branch for the Douglas Fir Sleeper products not stocked locally. All goods left neatly by the driver on our front d... See more
Asked for a price for a RSJ lady said she would phone and let me know but never received it . But on the other hand went to pick up all the timber for a roof and the guys were really helpful. Good te... See more
2nd time of visiting Lawsons in New Malden and the level of service received again was outstanding. Always met with a warm greeting from the receptionist and the yard worker’s who went out of there wa... See more
Company details
Written by the company
Lawson and Son Timber Merchant was established in 1921 in North London, becoming Lawsons Whetstone Ltd in 1931. Here at Lawsons, we stock a huge range of premium and high quality fencing supplies, consisting of fence panels, fence posts, gravel boards, closeboard fencing, fencing accessories and much more. Being one of the largest timber and builder's merchant in London and the South East allows us to stock timber fencing in much larger volumes than smaller suppliers, meaning that you benefit from our range of fencing and timber products.
Family Values, Professional Service
Written by the company
- Lawsons is a family-owned company, established in 1921, and we pride ourselves on our customer service - whether you're a tradesman/builder or a novice DIY enthusiast.
Contact info
Unit 16, Adams Industrial Estate, St John's Road, New Malden, KT3 3SQ, Surrey, United Kingdom
- 020 8336 1188
4.3
Excellent
97 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 87% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Took an age to activate discount on line
Activating the discount code was extremely difficult and I was going round in circles to get it to work. Whatever the savings I cost me more in wasted time navigating the website. Very frustrating!
October 2, 2026
Good team
Asked for a price for a RSJ lady said she would phone and let me know but never received it . But on the other hand went to pick up all the timber for a roof and the guys were really helpful.
Good team
October 1, 2026
Extremely poor experience with Lawsons New Malden.
I placed an order on 1 July. After the original delivery didn't turn up, the driver eventually arrived three days later — only to discover that the items I'd ordered weren't actually on the lorry.
Nearly three months later, I still don't have the goods and haven't received a refund.
I've repeatedly contacted Lawsons customer service and have been told on numerous occasions that the issue has been escalated directly to Mark, the manager at the New Malden branch, and that he will get it sorted and contact me.
Unfortunately, despite weeks of these assurances, nothing actually happens. Nobody from the branch contacts me, the order isn't delivered and my money isn't refunded.
Mistakes with deliveries happen and I would have had no issue if this had simply been corrected. What I can't understand is how a branch manager can apparently be made aware of an unresolved customer order repeatedly over a period of months without anyone actually resolving it.
I've now formally cancelled the order and requested a full refund. After nearly three months of chasing, I really shouldn't still have to be asking Lawsons to return my money.
I'll update this review if and when the New Malden branch finally resolves it.
July 1, 2026
Unprompted review
Reply from Lawsons (Whetstone) Ltd - New Malden
Further to the review you also left on the Witham Timber Trustpilot page, we have now identified and reviewed your order with the relevant team.
The service you received fell short of the standard we expect. Your order was originally placed through the Witham Timber website but was passed directly to another company within our group that was better placed to service your delivery postcode. Unfortunately, the communication and follow-up after this point were not handled as they should have been.
Your refund has now been issued and we sincerely apologise for the inconvenience and frustration caused.
Great Team in New Malden.
Great Team in New Malden.
Friendly Efficient and they just get the job done. Nichole & Jordan are standout and the crew in the yard are really helpful
The two drivers who delivered the goods also deserve a shout out
Thank you
September 23, 2026
Great customer service throughout from…
Great customer service throughout from order to delivery. Thanks
September 22, 2026
Good prices
My rates used without need to mention
excellent practical delivery driver
September 22, 2026
💯💯💯💯💯💯💯💯💯💯💯
August 11, 2026
Great service but prices a bit high
July 17, 2026
Ordered some patio tiles online
Ordered some patio tiles online, but due to a technical error the order was deleted without me knowing. I contacted the local branch, New Malden, when the tiles didn't arrive and Ian Paget was absolutely fantastic in resolving the issue! He rang around multiple branches to find enough tiles within the same batch and got them delivered for me the next day, ensuring my builders weren't hanging around aimlessly! Best customer service EVER + Thank you Ian Pager, you are a legend!
July 14, 2026
Unprompted review
Always helpful staff and deliveries…
Always helpful staff and deliveries received on time
July 7, 2026
Decorative stones
The guy I spoke to on the phone was helpful, and we agreed a suitable morning for delivery. I never did get a message of any kind to confirm this, but when the agreed morning came, the delivery took place. The delivery man was friendly and helpful.
July 1, 2026
Great customer service from Kieran and…
Great customer service from Kieran and his team, they are always happy to go the extra mile to ensure customer satisfaction!
June 30, 2026
Pleasant staff and always have what you…
Pleasant staff and always have what you need in stock.
June 23, 2026
Always use them!
Excellent service, fast delivery (even early)and reliable. Always use them.
June 18, 2026
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