Email Madness! I placed an order 3 days ago... so far, bearing in mind I've not yet received any items from them as yet... I've have received 22 emails from Naturewall!! Honestly... sort yourselves... See more
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Review summary
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What people talk about most
Reviews shaping this summary
These panels are fantastic. They are well made, look great and very easy to apply. The adhesive is easy to use, the panels cut easily. I would use them again for further products. Totally transformed... See more
I faced issues with the delivery, and the products were left out in the rain by the courier despite requesting an alternative delivery date. However, Naturewall were quick to rectify the issue and pr... See more
Company replied
Absolutely loved the product ordered the waterproof panels for the bathroom turned out amazing even had the carpenter to box around the bath with the same panels it looks fabulous ordered more packs f... See more
Company replied
Company details
- Decoration and Interior Design Store
- Do-it-Yourself Shop
- Fence Supply Store
- Interior Designer
- Manufacturer
- Woodworker
About Naturewall
Written by the company
Naturewall makes grand designs easily doable with wall panels that provide more.
More intrigue. More depth. More drama. And, above all, more life.
From home renovations to commercial projects, our wall panels let you realise your vision effortlessly.
We believe the installation process should be simple, so we develop our products to ensure they're quicker and easier to apply than traditional options like paint, wallpaper and tiles.
All while adding visual and textural dimensions for striking interiors that appeal to the senses.
Contact info
Unit 21 The Trade Yard, Barmston Road, HU17 0LA, Beverly, United Kingdom
- +44 (0)1482 833479
- info@naturewall.com
- naturewall.com
3.3
Average
3K reviews
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.
Poor customer service
Poor customer service. No one to contact. They do not reply and stuck trying to return.
Read the reviews. Majority are of poor service.
May 6, 2026
Unprompted review
Reply from Naturewall
Hi Daniel,
Thank you for your feedback. We’re sorry to hear that you’ve been unhappy with the service you’ve received.
We understand how frustrating it can be when you are trying to arrange a return and feel unable to get the support you need. Unfortunately, we’re unable to locate your order from this review alone, so we cannot look into the matter further at this stage.
Please contact us directly with your order number and details so we can investigate this for you and assist with your return request as quickly as possible - please put "Trustpilot Review" in the subject line. We do take all feedback seriously and are continuously working to improve both our response times and customer experience.
Regards,
The Naturewall Team
Order #219472
Update: Despite the response below from Naturewall, they’re still not replying to emails or answering the phone. The excuse and explanation given is exactly the same thing that I was told two weeks ago and it’s highly unbelievable that my order has been sitting waiting to be collected for all that time. If my order isn’t dispatched by tomorrow I’ll be going to the ombudsmen and trading standards.
Ordered on the 1st April for pre-order which was expected to arrive in the warehouse on the 17th. By 22nd April I still had no tracking info and had received no update, I contacted the company by email and was told the new expected arrival date was the 24th. On the 30th April I contacted the company again as there was still no sign of my order, I was told that my order was packed and had the shipping label attached but it hadn’t been collected by the courier, I was assured both in writing and on the phone that my order would be dispatched on Tuesday 5th May and it still hasn’t happened, the company haven’t responded to my email and the phone lines just say they are busy and don’t give you an option to hold. I have a plumber booked in a weeks time and still do not have my order 5 weeks after purchase!
April 1, 2026
Unprompted review
Reply from Naturewall
Hi Naomi,
I’m really sorry to hear about your experience and completely understand how frustrating and disappointing this must have been, especially with the delays and lack of clear updates along the way.
We did unfortunately experience global shipping delays with Elemence and the expected arrival dates continued to be pushed back as we received updated information. At the time, our customer service team were advising customers based on the most accurate information we had available to us, which we understand would still have been frustrating given the ongoing uncertainty.
Following this, we then encountered unforeseen issues with our courier, which meant we had to urgently expedite the securement of an alternative courier and fast-track the onboarding process. This has now been completed.
I can confirm that I can see your order on our system and it is currently awaiting collection for dispatch by our new courier.
I completely appreciate that this is far from the experience you should have received. If there is anything else I can help with please email in wit "FAO LaTroya" in the subject line and I will be happy to help.
Regards,
The Naturewall Team
I ordered my wall panels on the 1st…
I ordered my wall panels on the 1st May, I was given an automated delivery date of the 6th May, I thought this was a tad early since it was a bank holiday weekend. On the 6th of May I decided to call their so called customer service, don't believe the 3 minute wait time thats a nonsense. I spoke to Photini (never heard of that name before) American or canadian accent. She put me on hold! pretended to contact people I could tell she was not telling the truth, then slipped up and said they were with the courier, Oh great I say can I have the courier tracking number, whoops, no she didn't have that information, I could feel her nose getting longer and longer. A pointless excercise, all round, she did send me an email at the end of the day, which said it hadn't been prepared and delivery will be next week 11-15th May. She knew this when I rang, just a tip for all customer service agents, don't work in call centre if you can't take the heat, take it from one who has worked in a call centre and ran one, the truth is always the best option, most people appreciate it.
May 6, 2026
Unprompted review
Reply from Naturewall
Hello Mrs Martin,
Thank you for your feedback. I’m very sorry for the frustration and disappointment caused by the delays and the experience you had when contacting us.
Firstly, I’d like to apologise that the updated delivery timescales were not communicated to you effectively. Unfortunately, this week we have had to urgently secure a new courier service, which has impacted our normal delivery schedules. While all agents have been advising customers based on the latest information provided to us, I can absolutely hold my hands up and acknowledge that those dates changed several times throughout the week as the situation developed.
I will also be reviewing the call you referenced and will provide feedback where appropriate. We always aim to be transparent with customers, even when circumstances are changing quickly and I’m sorry you felt this was not your experience.
We do appreciate your patience and your honest comments, as they help us improve both our communication and service moving forward.
Best Regards,
The Naturewall Team
Do not risk it and use this company
Do not risk it and use this company. Ordered shower panels almost two weeks ago. Delivery time said 2-4 days. Have not been able to speak to a single person on their telephone line in two weeks. They have not replied to a single email either. They cost me an installers day rate as they assured delivery on a specific date. They don’t seem to be a legitimate company. Do not use them.
April 30, 2026
Unprompted review
Reply from Naturewall
Hi John,
Thank you for your feedback. We’re sorry to hear about your experience and understand your frustration regarding the delivery delay and communication issues.
Unfortunately, we’re unable to locate your order from this review alone, as it only includes your first name and surname initial. We’d really like the opportunity to investigate this properly and assist you further.
Please contact us directly with your order number and full details so we can look into this as a priority and work towards resolving the matter for you - Please put "Trustpilot Review" in the subject line.
Regards,
The Naturewall Team
Poor customer service and damaged panel.
The panel looks good but arrived damaged. I emailed to let them know but haven't had a reply, and nobody answers the phone. I need a replacement panel for an event and really hope I can get it on time. Good product, shame about the customer service and courier.
May 5, 2026
Unprompted review
Reply from Naturewall
Hiya Clare,
Thanks for your feedback. We’re really sorry to hear your panel arrived damaged and that you’ve had trouble getting through to us. That’s definitely not the experience we want for our customers, especially with an important event coming up.
We’d like to get this sorted for you as quickly as possible. Please send us your order number and a photo of the damage via email so that we can look to arrange a replacement panel urgently. In the subject line please put "Trustpilot Review"
We appreciate your patience and your kind comments about the product itself and we apologise again for the inconvenience caused by the courier and delays in communication.
Best Regards,
The Naturewall Team
At present i have 2 orders with them
Thank you for getting that sorted I am hoping you have also contacted them regarding the second delivery to .
May 7, 2026
Unprompted review
Reply from Naturewall
Hi Ricky,
We're sorry to hear you've experienced issues with your delivery, I can see a member of our customer service team replied to your email regarding one of your orders yesterday at 10.55am. Be sure to check your junk folder incase you've not seen this come through.
With regards the failed delivery attempts, I can see a potential mistype on your address that may have caused this issue within the Parcelforce system. This has been escalated to our Customer Service team leader who is will be in touch, and will raise the address change with Parcelforce ahead of the next delivery attempt.
Kind regards,
The Naturewall Team
No refund
I place an order on 2/01/26. Kept getting emails about further and further delays and my delivery was postponed 3 times. Eventually on 20/03/26 I had enough after rebook tradesmen several times, and I emailed to cancel the order. I received email quite swiftly saying that they will cancel it and I’ll get a refund within 10 days. We’re in May now and they still owe me £266. Their phone lines don’t work. It’s shocking
January 2, 2026
Unprompted review
Reply from Naturewall
Hi,
We're sorry to hear you've not received your refund yet, that doesn't sound right. We've requested some more information against your review so we can look into this properly and ensure any issues with the payment being processed are resolved.
Thank you for your patience.
Kind regards,
The Naturewall Team
Useless
Quick enough to send sample and take payment!
No one appears to be answering the phone or emails regarding an update on a pre order.
I can see from their website that the delivery estimate has moved, that would have been nice to know.
If it ever appears I hope the product isn’t a dire a the customer side. If indeed their is one!
Project due to start next week.
Suggest everyone avoids this company at all costs.
May 6, 2026
Unprompted review
Reply from Naturewall
Hi,
We're sorry to hear you've not received our standard delivery updates, that doesn't sound right. We've requested some more information against your review so we can look into this properly and get back to you with an update as soon as possible.
Thanks for your patience.
Kind regards,
The Naturewall Team
Disgraceful service and total radio silence on my order
I am beyond disgusted with the level of service I have received after ordering wooden panels from this company. Not only has my order failed to ship, but the communication is effectively non-existent. Their phone system is a total sham; I was told the wait time was 3 minutes, yet I was left hanging for over 15 minutes before being cut off. Even worse, when calling during their clearly stated business hours, I am met with a recorded message claiming they are closed—it is blatant gaslighting and a pathetic way to run a business. I have sent emails that have been completely ignored, leaving me with no product and no information. Taking a customer's money and then disappearing behind a broken phone system and ignored inbox is absolutely appalling. I strongly advise anyone reading this to take their business elsewhere unless they enjoy being ignored.
May 6, 2026
Unprompted review
Reply from Naturewall
Hi Kozlova,
We’re very sorry to hear about your experience and completely understand your frustration. This is not the level of service we aim to provide and we sincerely apologise for the lack of communication and delays you’ve encountered.
We appreciate you bringing the issues with our phone system and response times to our attention. We understand how disappointing and upsetting it is to feel ignored after placing an order, especially when you’ve been unable to get clear information about its status.
We would like the opportunity to investigate this properly and resolve the matter as quickly as possible. I can see you last spoke with Pho therefore I will ask her to give you a call as soon as possible.
Thank you for your feedback - while we regret your experience, it helps us identify where we need to improve.
Best Regards,
The Naturewall Team
Stay away from this company!
Ordered and paid in full on 14th March, and after months of delays, broken promises, and extremely poor communication, we are still without our order.
After repeated chasing, we were told last week that our order would definitely be dispatched on Friday and delivered by the end of this week. It is now clear this was not true — we have received no dispatch notification, no delivery update, and no product.
I am now deeply concerned after seeing numerous negative reviews from other customers reporting similar experiences involving false promises, lack of refunds, and orders not being sent.
Trying to contact customer service has become almost impossible. Their voicemail has changed so you can no longer leave messages, emails go unanswered, social media messages are ignored, and phone calls are incredibly frustrating — yesterday I got through twice only to be told there was a 3-minute wait, but after waiting 11 minutes on one call and 10 minutes on another, I was cut off both times.
At this point, this feels beyond poor customer service and into seriously concerning business practice. Customers deserve honest communication, accurate delivery information, and either the goods they paid for or prompt refunds.
I strongly urge anyone considering ordering to do their research first. Based on my experience, I have completely lost trust.
I will now be exploring reporting this matter to Trading Standards and pursuing further action if this is not resolved immediately.
Update 11/05 still not despatched and cannot make any contact with them. I sent a email following up as they requested stating trust pilot review and no response yet, although I’m not sure a response will
Change anything. They clearly are not in a position to be trading. They do not respond to emails and I have tried. Calling 15 times today at various times since 9:30 and all the lines are busy constantly….. this is obviously a business in trouble yet they continue to advertise. Absolute joke. So disappointed.
May 6, 2026
Unprompted review
Reply from Naturewall
Hi Gemma,
Thank you for taking the time to share this and I am genuinely very sorry for the experience you’ve had and the frustration this has caused you.
I completely understand how concerning and disappointing this situation must feel, especially after being given clear expectations that your order would be dispatched, only for that not to happen. You should absolutely be able to rely on the information we provide and I’m very sorry that this has not been the case here.
We have been experiencing significant operational and courier-related issues, which have unfortunately impacted dispatch timelines and communication. However, I fully appreciate that this does not excuse the lack of clarity, the difficulty you’ve had reaching us or the fact that your order has still not been fulfilled.
I also want to reassure you that I have raised your comments urgently with the relevant teams so your order can be reviewed as a priority and a clear resolution provided. If you can share your order details directly with me - email in with "Trustpilot Review" in the subject line, I will personally ensure this is followed up and updated without further delay.
Regarding refunds, if you are due one, this will be processed in line with our standard procedures and I will also ensure this is checked and expedited where applicable.
I’m very sorry again for the stress and inconvenience this has caused you. I do understand the seriousness of your concerns and we will treat this as a priority to resolve properly for you.
Regards,
The Naturewall Team
The delivery booked on was cancelled a…
The delivery booked on was cancelled a couple of hours before it was due. I wasn’t contacted to rearrange so called Naturewall who did get a new delivery sorted out. The panels when I received them were nothing like the sample. Different colour, rough on the surface & edges, didn’t seem oiled at all. One package was open at one end & the end of the panel was damaged. Looked as if had been dropped. Called Naturewall & informed them. Asked to send photos & email, which I did. Never heard from them again. I had contractors booked in so couldn’t wait. Ended up having to sand each wooden strip. Poor quality & bad customer service. Steer well clear.
April 27, 2026
Unprompted review
Reply from Naturewall
Hello Moira,
Thank you for taking the time to share your experience and I’m really sorry for the frustration and inconvenience this has caused you.
I’m very sorry that your delivery was cancelled at short notice and that you weren’t proactively contacted to rearrange. I also completely understand how disappointing it must have been to receive panels that you felt did not match the sample, particularly with issues around finish, colour and damage to the packaging.
This is not the standard we aim to deliver and I’m really sorry that after you took the time to send photos and raise this with us, you did not receive a proper follow-up. That is not acceptable and I appreciate how frustrating that must feel - especially with contractors already booked in and timelines to manage.
We were experiencing some internal courier and fulfilment issues during this period, which did unfortunately impact both delivery consistency and response times, but I completely accept that this does not resolve the experience you’ve had.
I’m sorry that you were left to resolve this yourself and that it resulted in additional work on your side. Your feedback has been raised with the relevant teams for review so we can address both quality control and communication failures.
Thank you again for bringing this to our attention and I’m genuinely sorry we let you down on this occasion.
Regards,
The Naturewall Team
Should have read the reviews first
Should have read this first before ordering...
Called everyday ... no one answers, emailed... even had a tracking number.. when I contacted the courier company they have no clue about my order..
Stay away from them.. informed credit card company to get money back
May 5, 2026
Unprompted review
Reply from Naturewall
Hello Mrs Maralit
Thank you for taking the time to leave your feedback and I’m really sorry for the experience you’ve had.
I completely understand your frustration - especially after trying to contact us daily without success and then being given tracking information that didn’t match what the courier could see. That’s understandably very concerning and I’m sorry for the confusion and inconvenience this has caused.
We were experiencing internal courier issues during this period, which unfortunately impacted dispatch updates, tracking visibility and response times. However, I fully appreciate that this does not excuse the lack of clarity or the difficulty you’ve had reaching us.
If your payment has already been raised with your card provider, they will be able to assist you further with the next steps. That said, if you would still like us to investigate your order directly, I’m more than happy to do so - please just share your order details and I will look into this as a priority.
Thank you again for your feedback and I’m very sorry we’ve let you down on this occasion.
Regards,
The Naturewall Team
Placed a delivery a week ago
Placed a delivery a week ago, received an email from courier with tracking details, however when follow the link it says on hold indefinitely. Tried to call courier, on hold for 40 mins to be told they have not got my details. Tried to phone Naturewall directly and just get answerphone all the time
May 5, 2026
Unprompted review
Reply from Naturewall
Hey Julia,
Thank you for taking the time to leave your feedback and I’m really sorry for the frustration and inconvenience you’ve experienced.
I completely understand how concerning it is to receive tracking information that then shows your order as on hold, especially when you’ve also had difficulty getting through to both the courier and ourselves. This is not the experience we want for our customers and I’m very sorry for the stress this has caused.
We were experiencing some internal courier-related issues during this period, which unfortunately impacted tracking updates and communication between systems. That said, I appreciate this does not help your situation right now.
We have secured an alternative courier which we will be working with moving forward.
I am happy to put through a resend for you. If you are happy for me to do so please send us an email with "Trustpilot Review" in the subject line.
Regards,
The Naturewall Team
Terrible communication
Terrible communication. Didn’t even receive panels as when I rang to chase order after a week, was told would be another week, maybe longer due to issues with couriers. Called twice and 1st time was on hold for 10 minutes then cut off. Asked to cancel order so will wait to see if I receive refund. Would avoid.
May 5, 2026
Unprompted review
Reply from Naturewall
Hi Lauren,
Thank you for taking the time to leave your feedback and I’m very sorry for the experience you’ve had.
We completely understand your frustration with the lack of communication, the delays you were advised of and the difficulty you experienced when trying to get through to us. This is not the level of service we aim to provide and I’m really sorry that we have fallen short here.
We were unfortunately dealing with some internal courier issues at the time, which did impact fulfilment and response times, but I fully appreciate that this does not excuse the inconvenience or the experience you’ve described when trying to contact us.
I’m sorry you felt the need to cancel your order and I hope your refund is processed without further delay. If there is anything outstanding or if you would like me to personally look into this for you, please do let me know.
Thank you again for your feedback - it’s genuinely valued and will be used to help us improve.
Regards
The Naturewall Team
Appalling service
Appalling service . We chose these British Made panels to compliment the bathroom. My daughter is still waiting for the panels (order 220381). The whole bathroom refit is held up. We can’t get through on the phone (tried numerous times and it just rings and rings) and emails are unhelpful. We ordered these (£500 worth) on 6 April. The promised delivery date has passed twice, and still no panels. Where are your ‘Customer Experience Executives???. I would be surprised if I get any response to this. Do not use this company.
May 5, 2026
Unprompted review
I ordered a sample which came quickly
I ordered a sample which came quickly, previous to that I had ordered a pack of 3 of the dark walnut Milislat waterproof panels which were delayed but communication etc was good, unfortunately I hadn’t realised until a much later date that they weren’t waterproof enough for in the shower where I had purchased them for, my mistake, I hadn’t realised it wasn’t in the Shower Panels category, they were perfect for our bathroom but unfortunately the Shower panel sample I then ordered wasn’t a good match for our vanity unit etc and the costs involved in returning the milislat panels made it not worth doing really
February 26, 2026
Unprompted review
Reply from Naturewall
Hey Carolyn,
Thank you so much for taking the time to share your experience 😊
We’re really pleased to hear your sample arrived quickly and that you were happy with the Milislat panels, even if they didn’t quite end up being the right fit for your shower space. It’s completely understandable - these details can be easy to miss when planning a project and we really appreciate your honesty about it.
We’re also glad communication was helpful during the delay and we’re sorry the shower panel sample wasn’t quite the right match for your vanity in the end.
If you ever need a hand in the future with choosing the right product for a specific space, we’re always happy to help guide you 😊
Best Regards,
The Naturewall Team
Email Madness!!!
Email Madness! I placed an order 3 days ago... so far, bearing in mind I've not yet received any items from them as yet... I've have received 22 emails from Naturewall!! Honestly... sort yourselves out! Ridiculous!
Just a little update, now received my panels. So hopefully this is the end of emails. 43 emails in total received from 28/04/26 - 07/05/26 covering two orders one of which was the samples the other being the panels we decided on. Madness!
May 5, 2026
Unprompted review
Reply from Naturewall
Hiya Allan,
Thank you for your message and I’m really sorry for the frustration this has caused you.
I have to be completely honest - I’m not entirely sure what has gone wrong here. I have raised this with the relevant team, as I can only see the automated confirmation response that was sent following your email you sent yesterday and not the volume of emails you’ve described.
I completely understand how overwhelming and unnecessary that must feel, especially before you’ve even received your order. We will be investigating this urgently to ensure it doesn’t happen again.
Just so you are aware, I will close the email thread you’ve sent through as I have responded to you here directly, but you will receive an automatic confirmation email once I do so.
Again, I’m very sorry for the inconvenience and appreciate you bringing this to our attention.
Best Regards,
The Naturewall Team
Very good experience buying
Very good experience buying. Great quality product.
April 10, 2026
Unprompted review
Reply from Naturewall
Hiya Laura,
Thank you so much for your kind feedback! We’re really pleased to hear you had a great experience and are happy with the quality of your product 😊
Best Regards,
The Naturewall Team
Shocking Company - No communication unless I chased
Ordered panels end of February for bathroom refit starting end of March. Delivery expected early March but didn't receive them . Contacted customer service who said there was a delay (so why not communicate this) and they will keep me updated. Didnt hear anything so contacted again the week before bathroom fitting. They advise delivery will by end of week and will keep me updated. Still no further communication from them until i chased them again on the Friday and they said panels were with courier, I then had a dispatch email so I rang the courier who advised they hadn't received them. This would mean my bathroom fit cant go ahead and I had tradesmen booked in, so I cancelled the order and had to purchase elsewhere. Cancellation Email said I would get refund within 14 days. Guess what? No refund so I chased them. Eventually got the refund and I do feel had I not chased this when would they have refunded? Who knows !!! Customer service communication is absolutely shocking. Would I recommend? Absolutely not. Had to put 1 star to leave a review but would score 0.
March 20, 2026
Unprompted review
Reply from Naturewall
Hello sue,
Thank you for taking the time to share your experience with us and please accept our sincere apologies for the frustration, disruption and inconvenience this has caused you.
We are truly sorry that your order did not arrive in time for your bathroom installation and that the communication you received from us fell far short of the standard you should expect. Delays of this nature should always be clearly communicated and it’s clear we did not manage this effectively in your case.
We also understand how stressful it must have been to have trades booked and plans disrupted and we’re very sorry that this ultimately resulted in you having to cancel your order and source an alternative elsewhere.
Your feedback regarding communication, courier updates and the refund process is extremely important. While we have since experienced and addressed internal courier issues and secured an alternative courier partner moving forward, this does not excuse the lack of clarity and responsiveness you experienced.
Thank you again for bringing this to our attention. Feedback like yours is invaluable in helping us improve our processes and service. We are genuinely sorry we let you down on this occasion.
All The Best,
The Naturewall Team
Avoid
Same story as every one else doesn’t tell the truth.Still haven’t received panels said they been shipped but courier hasn’t even collect them.Apparently looking into another courier but can’t ship more panels out as it hard to find courier.This is mental no panels no idea when will receive panels avoid this company you been warned look at the rest of the reviews
May 1, 2026
Unprompted review
Reply from Naturewall
Hi James,
We’re really sorry to hear about your experience and completely understand your frustration.
At the time, we were dealing with some internal issues with our courier, which unfortunately impacted collections and led to delays like the one you’ve described. We appreciate how disappointing this must have been, especially when you were expecting your panels sooner.
Since then, we have secured an alternative courier to work with moving forward and the whole Naturewall team have been working extremely hard to get orders out as efficiently as possible and prevent further disruption.
I’m more than happy to arrange a resend for you, as it looks like your order may have been impacted by this issue. Please email in with “Trustpilot Review” in the subject line and let me know what action you would like me to take and I’ll make sure this is resolved for you as quickly as possible.
Best Regards,
The Naturewall Team
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