Harlow Bros Reviews 

271
TrustScore 4 out of 5

4.1

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Rated 1 out of 5 stars

Spent a fortune on a stable block, within 10 years the wood slats have separated. Harlow have not taken any responsibility or offered a resolution. Would not recommend and will not be using for our n... See more

Company replied

Rated 5 out of 5 stars

I love this place - it's like stepping back into a past when shops were staffed by people who genuinely care about their products and they want customers to have a good experience. I've been in a few... See more

Rated 5 out of 5 stars

The items we needed for loft insulation were available at Harlow Brothers timber merchants at a good price. We ordered the items we needed online and pretty quickly we received a confirmation that ite... See more

Rated 5 out of 5 stars

Decided to create raised borders with stones inside to hide unsightly lawn / gravel edging. Looked online at several suppliers eventually checking Harlows. Found decent 3.6m lengths of 9x2in eq... See more

Company details

  1. Lumber Store

Written by the company

The Harlow Timber Group merchant timber to both the trade and retails sectors via our network of branches and our online shop. We are also bespoke manufacturers of timber products and buildings. We have a comprehensive engineered timber capability providing roof trusses and engineered joists to a variety of business sectors and private individuals.


Contact info

4.1

Great

TrustScore 4 out of 5

271 reviews

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4.1

All reviews

(271)

32 reviews in the last 12 months

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Rated 5 out of 5 stars

EXCELLENT SERVICE

Timber ordered but 3.6m and 4.2m not available and alternative lengths provided without any fuss. Intended to cut lengths ourselves but staff did it for us. Overall a very pleasant experience; well done Harlow's team.

February 20, 2025
Unprompted review
Rated 1 out of 5 stars

The 10 pieces of plywood were all cut…

The 10 pieces of plywood were all cut to the wrong and different sizes, so none of them fit the shelving I bought them for, so basically they are firewood

January 19, 2025
Harlow Bros logo

Reply from Harlow Bros

Good Afternoon,

How are you?
Firstly thank you for ordering from Harlow Timber your business is appreciated by the whole team.
Unfortunately we can find no trace of a report of your issue so we were unable to assist as we were not aware.
You can contact us via our published channels by email : websales@harlowbros.co.uk or by calling: 01509 274198.
The customer service team are on hand to assist with any issue or query.
The Operations Manager will make contact with you to discuss the issue with your order, and look to resolve any problems you might have encountered.
We are sorry to hear you were not completely satisfied with your order, and hope that we can assist you to a satisfactory resoltion.

Thank and take care

Simon
Harlow Timber

Rated 5 out of 5 stars

I've been ordering from Harlow for a…

I've been ordering from Harlow for a while now, they provide an excellent service, their timber is brilliant quality and delivery and packing always spot on. Any problems, questions or general help is provided by their team in a friendly and genuine manner. They truly go above and beyond for every customer. It's difficult to find anyone that will deliver to my area for any sort of timber orders due to living on a small Scottish island so imagine my surprise and genuine glee at not only finding a company who will do so, but one who also provide such first class customer service and quality product. I'd recomnd them to everyone!

January 28, 2025
Unprompted review
Rated 1 out of 5 stars

tongue and groove matching

I placed an order online for tongue and groove matchings, waited a week time just to be told they do not produce the lengths that I have ordered via their online order form. When I went to check on their website, they are still offering the lenghts that I have been told they do not have. Time wasting and misleading company to my experience.

January 16, 2025
Unprompted review
Harlow Bros logo

Reply from Harlow Bros

Good Afternoon,
How are you?
Firstly thank you for ordering your requirements from Harlow Timber.
We are sorry that on this occasion the length you requested was not avaialalble at the time processing your order.
Because timber is a natural product our avaialble lengths do change from time to time, and we strive to ensure that when these occurances arise we work hard to find a compromise that works for our customer.
We do state on all our timber listings that this might occur, and that lengths are requested on order at time of purchase.
We are sorry that on this occasion we were unable to find a compromise that suited your needs, and we subsequently issued a full refund to you.
We hope that this has not discouraged you from ordering from us in the future, and we very much hope that we hear from you again when you have requirement for timber or assciated products in the future.
Thanks and best wishes

Simon
Harlow Timber Group

Rated 1 out of 5 stars

Should have grown the tree myself, would have been quicker!

Ordered some mouldings on 28/12/24 via an online order. I understood that maybe they would not be ready to collect until the new year until the new year and received a call on 30/12/24 confirming this. Hadn’t heard anything by 03/01/25 so called to chase the order and was told that they would not be in stock until the following week. Heard nothing so called on 10/01/25 and was directed to a voicemail. Also I was sent an email requesting my feedback on this date. Left a message and emailed to ask for further information and was told that there had been a misunderstanding and that collection would be from 14/01/25 and that I would receive a call or email telling me that they were in stock. Heard nothing so emailed on 17/01/25 and received a reply saying that they were ready for collection. Had I not chased the order I doubt I would’ve been told.

When I initially placed the online order I was told nothing about the mouldings being out of stock, I was allowed to place the order not knowing that I would have to wait 21 days before I would receive them. The mouldings I ordered were simply 60 lengths of 4mm x 35mm x 2.4m stripwood. I had no idea that they would be so difficult to get. The timber is good quality and well packaged hence the one star review, otherwise I would have stated ’0’ stars.

Unfortunately I have had to wait so long for the timber that I have retired from the building trade.

December 28, 2024
Harlow Bros logo

Reply from Harlow Bros

Good Afternoon,

How are you?
Firstly thank you for chosing Harlow Timber for your requirements it's genuinely appreciated by the whole team.
Unfortunately on this occasion the manufacturer of the product concerned encountered issues with supply.
The customer service team kept you up to date with the delay, and offered you a full refund if you were not able to wait for your order to arrive.
As soon as we got a confirmed supply date we forwarded this and despatched your products promptly to you.

We are sorry that the delay caused you frustration, and please be assured that this type of delay is rare and only occurs when unforseen circumstances arrise.

We are pleased that you are satisfied with the products supplied, and we very much hope to hear from you again when you have a requirement for timber or associated products.

Thanks and take care

Simon
Harlow Timber

Rated 1 out of 5 stars

I accept that the weather was…

I accept that the weather was challenging but the order was not delivered on the agreed date. When the delivery driver appeared the following day I was advised that my order had not been put on the deliver vehicle. In fact it has only been delivered today. Monday 13th

December 29, 2024
Harlow Bros logo

Reply from Harlow Bros

Good Afternoon,
How are you?
Firstly thank you for chosing Harlow Timber for your requirements, and for taking the time to leave a review.
Unfortunately you are correct, and we apologise.
Last week was a huge challenge for logistics nationally.
The early part of the week saw catastrphic flooding, particuarly within the vicinity of our hub. This lead to road closures and logisitcs struggling to gain access both to our hub and delivery addresses. As the week continued the freezing weather and snow added to the challenges, leading to more access & safety issues to overcome to ensure our customers recieved their goods in a timely and safe manner.
We are sorry that these exceptional circumstances lead to a 24 hour delay to your delivery.
We worked hard to keep everyone informed of any delay, and we are pleased that your order arrived safe and sound, despite the unavoidable delay.

Thank you again for ordering from Harlow Timber, and we hope to hear from you again when you have a requirement for timber and associated products.

Take care

Simon
Harlow Timber Group

Rated 5 out of 5 stars

Recommended

Good quality timber. Quick service and friendly and helpful staff. Recommended.

December 22, 2024
Rated 5 out of 5 stars

on time delivery yes

I must have been in the back garden , I missed the knock but the driver delivered the wood neatly on my driveway , many thanks

November 18, 2024
Rated 3 out of 5 stars
Harlow Bros logo

Reply from Harlow Bros

Good Afternoon,
How are you?
Firstly thank you for ordering your requirements from Harlow Timber. It's genuinely appreciated by the whole team.
We were not made aware that there was any issue with your order, however should you ever have an issue you can contact us on our published channels by email at: websales@harlowbros.co.uk or by phone on: 01509 274198. The customer service team are on hand to assist with any issue or query that may arise.
Thank you again for choosing Harlow, and we hope to hear from you again in the future when the need arises.

Take care

Simon
Harlow Timber Group

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