UPDATE- item arrived today, very pleased with item. Shame about the delays and lack of communication but I have decided to increase stars. I ordered item in 29th April, update that order was delayed d... See more
Company replied
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Lovely product that works so well. I had to chase a couple of times for a delivery update which they accepted was poor communications (apparently due to disruption from a move to new premises). Howeve... See more
UPDATE 23/10/25 - Following this review, I was immediately contacted by the seller and dealt with in a very professional and polite manner. Within 2 days, my item has safely arrived and is bea... See more
Placing the order was easy. It was estimated my order would be shipped in a fortnight after ordering. When four weeks had passed I sent an email just enquiring as to when I might receive my order. I r... See more
I needed regular updates on when to expect delivery which eventually took over three months. I do understand there were background issues beyond their control but it was quite an anxious wait at my e... See more
The finished product, large made to measure door stop for balcony door was absolutely superb. Beautifully crafted and finished. Very poor contact re shipping date. Package appeared to get mislaid by D... See more
I called on Thursday to order four XL Tall door stops for our new office patio doors and stayed that we'd like them by Tuesday for our opening event. Steve was super helpful and got my order placed... See more
Beautiful products. Perfect designs with a beautiful finish. I’d ordered a small tree, a customised engraved tray and a customised lidded jar. They’re very very nice. The big minus for me was that... See more
The tree is absolutely lovely, exactly as described, beautifully made with a useful bag for storage. We are excited to use it for the first time this year knowing that when we take it down it will be... See more
Website easy to use,order came on time.But unfortunately not as nice as I'd expected having ordered in the past.Had a piece chipped out and just looked marked all over,not the nice oak finish as befor... See more
Ordered 2 of similar item but didn't notice until paid. Emailed, quick reply and refund given. Excellent customer. Received items ( 4) they were on offer. Got them ready for Christmas but already... See more
The product, patio door stops, is five star. Unfortunately, the service fell a little short, the expected delivery date was not met and I had to chase on several occasions with promised return calls n... See more
Company replied
We ordered the 4ft Christmas tree on the 18th November, delivery was expected on 8th December, still nothing! No email, phone call, courier details. Jack Sh1t! I’ve emailed, called - no answer, can’... See more
I ordered a 4ft alternative oak Christmas tree on Nov 3rd 2025 . I emailed a week later to ask about shipping . No reply . I managed to find a telephone number and spoke to Steve on 12th November (... See more
We ordered 2 door stops on the 24 April and received them on the 20 May. The door stops are amazing and we couldn’t be happier with them but the customer service could have been better,I understand th... See more
The doorstops are fabulous and worth waiting for (although it was a bit of a longer wait than expected). Service was very good particularly because when I had measured wrong and they were too big, th... See more
Zero contact after ordering on the 30th November. I've sent 5 emails & sent messages via online chat all of which are unanswered. Order was a £144 chopping board that was meant to be a gift. As well a... See more
I ordered an end grain board in early December as a Christmas gift and had confirmation that it would be delivered on December 23rd. No board was received and only after several emails did we get a re... See more
2nd time I've purchased from here, even had a phone call to check the Item as id made a mistake, wonderful delivery. Craftsmanship is amazing, can't wait to see what I buy next...
I ordered a (very expensive) doorstop in August 2025, delivery was originally quoted as 3 days. I chased after a month, and was assured it would arrive soon. After another month I emailed to cancel th... See more
Delivery not as slick as expected but probably somewhat overwhelmed with orders. Kept informed though and arrived in time for Christmas. Well made product.
Being able to call them when I had a question about my glass storage jars. Answered all my concerns. Very knowledgable and committed to their products. A joy to use and look at. Beautiful. Online s... See more
Fantastic service from time of order to delivery. Had a personalised bookmark made as part of a 60th birthday present, which is a very lovely unique gift. Highly recommended
The biscuit jar was just as I expected as I had previously received the Tea, Coffee and Sugar jars which are just stunning. I definitely want more to add to my kitchen!
After a rough start with communication we are extremely pleased with the product that was custom made. Definitely recommend NWC for your requirements. Cheers
Lovely product high quality.Packs down into easy stored pieces but can be assembled in minutes.Attractive wax finish
The block itself is exceptional! There was some delay in it arriving, but after hearing the reasons behind the delay, I was more than satisfied.😀
Contacting the team wasn't too difficult I just gave them a call and they're were nice to talk too. Block was sent when they said it would be sent and holds door open in firefly string winds. Very hap... See more
I have deleted my previous review and doing a. Update, order finally received and they are absolutely stunning, certainly would recommend to anyone. Thank you ever so much.
Beautiful wooden personalised bookmark. Lovely quality. Second one I have purchased, so obviously very pleased with product and service.
I was looking for something for so long to keep our patio doors open and this is perfect! Yes you can put a plant pot but this will just scratch up the frame so this was ideal. Our new puppy loves it... See more
Easy to find the products I wanted, easy to order and arrived in good time. Wonderful beautiful quality.
Easy to order, delivery on time as promised. Good quality product.
The door stop looks stylish and holds the door still, even in very windy conditions.
Love the soap dish. Great quality. Delivery at three weeks maybe a tad on the long side.
Beautiful trees 🌲 very happy such good quality
Very quick response, quality service and product
I ordered two wood blocks on May 10th and I am still waiting for them to be delivered. I did get a response explaining the company moved its operations and that they would be on their way in June. I... See more
I ordered a board as a Christmas gift on December 14. It has still not arrived at three times of writing (Jan 3) despite the confirmation email saying it would be delivered on 23/24 December. I have e... See more
Follow up from 3 previous reviews. Ordered bird feeder 30Oct. NO feeder received so raised complaint with PAYPAL. They contacted company and reported that seller didn't response within timescale.... See more
UPDATE - Am increasing stars as Xmas Tree arrived completely out of the blue Jan 10th. It's beautifully crafted, but wouldn't want to repeat the process. Ordered and paid for a 2 ft Xmas Tree in... See more
Order date was the 23rd of May. I never received my order. I’ve tried emailing, sending Instagram DMs, everything. No response. On the 23rd of August, I finally got a reply saying it would be shipped... See more
Almost 9 weeks with no update or replies since I put the order in. Avoid them and go elsewhere Update post reply Thanks for getting back. I didn't want to do this publicly either but you haven'... See more
Company replied
I HAVE CONTACTED YOU ABOUT MY ORDER BUT YOU'RE NOT REPLYING. COULD YOU PLEASE REPLY OR REFUND ME. THIS IS RIDICULOUS.WHY ARE YOU TAKING PEOPLES MONEY AND NOT SENDING THEIR PURCHASES. ITS NOT A HUGE OR... See more
Company replied
I never received my chopping board. The owner ignores my emails. I wanted to cancel and have my money back. He ignored that email. The 2 emails i have received, ther first said it would be delivered o... See more
No communication after ordering over 6 weeks ago and spending £145. No reply to emails, live chats or when calling. I've reclaimed the payment via mastercard chargeback and recommend that you avoid th... See more
Finishing touch to my two tiny trees Thank you 🙂🌿🎄🌿
I haven't even got the order yet and you're asking for a review, so ok then. It's been 7 weeks since I ordered. I've emailed twice and got no reply. The product was finally sent out the other day and... See more
Company replied
Great communication and managed to hit a tight deadline.
Great products, fab service, highly recommended
Company details
Written by the company
We offer the customer beautiful, practical, hand made products for the home and garden, we will always strive to provide the best possible service, quality and value. The Natural Wood Company is a small workshop in the heart of the Kent countryside that specialises in creating beautiful wooden gifts for the home and garden.
Contact info
Verrall Cottage, High Halden, Kent, TN26 3NA, Ashford, United Kingdom
- 07957602929
- steve@nwco.co.uk
- nwco.co.uk
3.3
Average
260 reviews
Replied to 23% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Best doorstop ever!
The door stop looks stylish and holds the door still, even in very windy conditions.
August 26, 2025
After 5 months, finally got my order - great quality.
I ordered two wood blocks on May 10th and I am still waiting for them to be delivered. I did get a response explaining the company moved its operations and that they would be on their way in June. I have sent 3 emails without a response. The last was a email asking for an ETA or to give me a refund, but again, no response. I would appreciate some form of communication.
Update as of late September. The two block just came and they are beautiful and high quality. UPS was very fast as it took only 5 days from shipping in the UK to Vancouver, BC. I did have to pay CN$100 for import taxes, but that was to be expected. If I had to do it again, I would have the bottom of the block, where the door fits in be 1cm shorter, just to give it a bit of room to slide the block it. It's hard to do as it's so tight, but still a very good product.
August 24, 2025
Unprompted review
Would buy from again
Contacting the team wasn't too difficult I just gave them a call and they're were nice to talk too. Block was sent when they said it would be sent and holds door open in firefly string winds. Very happy overall.
August 14, 2025
Poor Shipping
The finished product, large made to measure door stop for balcony door was absolutely superb. Beautifully crafted and finished. Very poor contact re shipping date. Package appeared to get mislaid by DHL. DHL were useless in the tracking information ( wrong dates and whereabouts) Customer services even more useless through an email giving me wrong information. From original order to actual delivery 39 days.
August 15, 2025
Order Not Received After 4–5 Months
Order date was the 23rd of May. I never received my order. I’ve tried emailing, sending Instagram DMs, everything. No response. On the 23rd of August, I finally got a reply saying it would be shipped on the 27th of August. Again, I never received anything and still haven’t to this day. There has also been no further communication.
We understand that there may have been difficult times, but waiting 4 to 5 months without any communication other than one email for a cutting board costing over €300 is not acceptable.
May 23, 2025
Unprompted review
As a previous reviewer said this is not…
As a previous reviewer said this is not what I wanted to do.
We were promised delivery of our ordered”item on 9th July.
Despite many emails we are still waiting……..
July 31, 2025
Reply from The Natural Wood Company uk ltd
Hello Steve
Thank you for your feedback. We sincerely apologise for the delay in shipping your order and for the frustration it has clearly caused. We understand how disappointing it must be to be waiting far beyond the promised delivery date, and we truly regret that we’ve let you down.
We have checked the status of your order, I’m happy to inform you that it will be leaving us tomorrow.
We are actively working to resolve any issues that caused this delay, and I assure you that we’re taking steps to improve communication moving forward.
Thank you for your patience, once again, we apologise for any inconvenience caused. If you have any further concerns, please don’t hesitate to contact us directly.
Best regards,
Steve
The Natural Wood Company UK Ltd
Great Craftsmanship (First Order), But Ongoing Issues with Second Order
I’ve placed two orders with The Natural Wood Company. The first item was beautifully made — excellent craftsmanship and exactly what I was hoping for. Despite a delay due to their workshop relocation, I appreciated the discount offered on my second order and expected a smoother experience.
Unfortunately, the second order has been a major disappointment. I received an update on 8 July saying the item was “about to go into finishing” and would be dispatched “in a few days.” After that, I heard nothing for over a month, despite multiple follow-ups via email and Instagram, none of which were acknowledged.
After sending a final follow-up, I received a generic dispatch notification stating the item was on its way via DHL. That was five days ago — and DHL still hasn’t received the item. There’s been no tracking update, no personal apology, and no direct communication from the company.
I want to support small businesses, especially those producing high-quality products, but this level of customer service is unacceptable. I hope they take steps to improve communication and reliability going forward.
August 6, 2025
Reply from The Natural Wood Company uk ltd
Hello Jon
Thank you for taking the time to leave this feedback. We’re delighted to hear you were pleased with your first order and the craftsmanship of our products.
However, I sincerely apologise for the issues you've faced with your second order. As explained on our correspondence, we’ve been navigating some challenges due to our admin team member (customer services) being on maternity leave, this hole in our team has unfortunately led to delays in communication. While this is not an excuse for the lack of timely updates, it has had an impact on our ability to provide the usual level of service we aim for.
We’ve reviewed your order, and it appears there was an issue with the tracking updates from DHL. We have contacted DHL to resolve this immediately.
As said, we regret the lack of communication, and we’ll be addressing this internally to ensure better follow-through on customer inquiries moving forward.
Please feel free to contact us directly for any immediate concerns, and we will do everything we can to resolve this to your satisfaction. Your feedback is important to us, and we are taking your comments seriously as we work to improve our service.
Thank you again for your understanding and support.
Best regards,
Steve
The Natural Wood Company UK Ltd
Long lead time with no comms
I haven't even got the order yet and you're asking for a review, so ok then. It's been 7 weeks since I ordered. I've emailed twice and got no reply. The product was finally sent out the other day and now DHL have messed me around saying they attempted delivery when they hadn't. I'm about to go on holiday and there's a high chance of me missing this package which I've waited almost 2 months for. I've missed all the heatwaves already so by the time I get back I won't need this doorstop anymore.
July 31, 2025
Reply from The Natural Wood Company uk ltd
Hello Ed - Thanks for your review, sorry for the frustration.
As mentioned in response to one of your emails, lead times were longer due to staff shortages and our workshop move, you were understanding at the time, which we appreciated. I’ve tried calling you recently to explain that DHL had attempted delivery. If you check the tracking you will see that another attempt at delivery will be made tomorrow 08/08.
Steve
The Natural Wood Company UK Ltd
Glass storage jars.
Being able to call them when I had a question about my glass storage jars. Answered all my concerns. Very knowledgable and committed to their products. A joy to use and look at. Beautiful.
Online shopping pages a pleasure to explore for a future shop.
Glad we found yourselves. And all made in this country.
July 4, 2025
Perfect for keeping patio doors open
I was looking for something for so long to keep our patio doors open and this is perfect! Yes you can put a plant pot but this will just scratch up the frame so this was ideal. Our new puppy loves it too but we have to stop him from chewing it !
July 11, 2025
4 x XL Tall door stops
I called on Thursday to order four XL Tall door stops for our new office patio doors and stayed that we'd like them by Tuesday for our opening event.
Steve was super helpful and got my order placed and confirmed quickly.
The door stops arrived Tuesday lunchtime and are perfect. We've had many comments on these praising the attention to details. A beautiful addition to the terrace.
July 10, 2025
Unprompted review
Terrible service
Almost 9 weeks with no update or replies since I put the order in. Avoid them and go elsewhere
Update post reply
Thanks for getting back. I didn't want to do this publicly either but you haven't replied to my email and I have been receiving emails from the company showing products you have for for sale
Maybe put something up on your website or socials so people aren't wondering what's going on. I did wait almost 9 weeks before putting up the review
Look forward to receiving it.
July 11, 2025
Unprompted review
Reply from The Natural Wood Company uk ltd
Hi Andrew
I’m really sorry to read your review and completely understand your frustration. Please accept my sincere apologies for the delay and lack of communication.
We’re a very small team and have been extremely stretched recently, our admin staff is currently on maternity leave, and we’ve also been in the middle of relocating our entire workshop to new premises. This has unfortunately impacted both production and customer communications. We have automated emails in place to try and keep customers updated during this period, but if you haven't chosen to accept emails, these won't have come through.
I’ve checked your order and can confirm it has been made and is scheduled for dispatch to Ireland early next week.
This isn’t normally the place we would choose to make contact with a customer, but as you’ve chosen to raise your concerns publicly, I wanted to respond here to show that we do care, we do follow up, and we are listening. It’s important to us, and to anyone reading this to see that we’re not a faceless company. We take responsibility when things go wrong and always aim to put things right.
I’ll personally ensure this is resolved to your satisfaction asap.
Warm regards,
Steve
The Natural Wood Company UK Ltd
The block itself is exceptional
The block itself is exceptional! There was some delay in it arriving, but after hearing the reasons behind the delay, I was more than satisfied.😀
July 4, 2025
The doorstops are fabulous and worth…
The doorstops are fabulous and worth waiting for (although it was a bit of a longer wait than expected). Service was very good particularly because when I had measured wrong and they were too big, the return process was simple and care was taken to ensure I got the measurements right and the mistake rectified making them a perfect fit. They look stunning and work brilliantly, particularly when it’s a bit windy.
July 3, 2025
Possibly the best customer service I…
Possibly the best customer service I have ever received had an issue with my order (my fault) phoned in hope and was pleasantly surprised that I could talk to a human and one with a sense of purpose and humour wouldn’t hesitate to purchase again 1st class staff 1st class product 1st class customer service
July 2, 2025
Excellent service and excellent goods
June 26, 2025
New review stunning doorstop
I have deleted my previous review and doing a. Update, order finally received and they are absolutely stunning, certainly would recommend to anyone. Thank you ever so much.
June 26, 2025
Unprompted review
Lovely product - chaotic delivery
The product ( patio door stop) is beautifully made and the engraving just as I asked for and would justify five stars - however, the dispatch/delivery process was very delayed with me having to ask for updates multiple times, not always being replied to, and it eventually arrived three weeks after the original estimated date ( too late for the family celebration it was a gift for). The door stop oil paid for as part of the order was missing, and I'm still waiting for that despite being told a week ago it would be sent immediately.
June 25, 2025
Great communication and managed to hit…
Great communication and managed to hit a tight deadline.
June 19, 2025
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