Kelvin Timber logo
Visit website

Kelvin Timber Reviews 

359
•
TrustScore 4.5 out of 5

4.7

Lumber Store
Write a reviewVisit website
Write a review

While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more

To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more

Review summary

Created with AI, based on recent reviews

Looking at 89 reviews, reviewers overwhelmingly had a great experience with this company. Customers consistently mention that the online ordering system is extremely straightforward and user-friendly, making purchases quick and completely hassle-free. Furthermore, consumers appreciate the exceptionally fast delivery times and note that the delivery drivers are very polite, friendly, and helpful when offloading heavy materials. Reviewers also express great satisfaction with the competitive pricing, excellent product quality, and responsive support teams assisting them. However, some customers also noted occasional problems, such as unexpected delivery delays, minor communication gaps regarding order updates, and inflexible staff reactions when trying to modify active purchases.

What people talk about most

Delivery service

People report positive experiences with delivery service, frequently highlighting fast shipping times and... See more

Staff

Customers consistently note positive experiences with staff, describing office workers and yard teams as... See more

Order

Consumers find order satisfaction high, reporting that the ordering process is very easy, supported by prompt... See more

Service

Clients share positive opinions on service, frequently highlighting excellent communication, helpful staff,... See more

Price

Users describe great satisfaction with the pricing, frequently highlighting very reasonable costs and... See more

Reviews shaping this summary

Rated 5 out of 5 stars

I use Kelvin Timber as they are my local Timber merchant and they are a very friendly and reliable company that do there best to help their customers at all time's. Always nice and clear and extreme... See more

Rated 5 out of 5 stars

I have always found Kelvin Timber to be a friendly, efficient and straightforward company to deal with. As a private customer it is easy to order online and the confirmation email and phonecall I get... See more

Rated 5 out of 5 stars

This is a company I would highly recommend. They give a true professional service. The staff listened and could not have been anymore helpful to help with the delivery. Only today l have recommended... See more

Rated 5 out of 5 stars

Company phoned to confirm delivery only after a few days putting the order in. Delivery driver turned up with the goods and was able to place them down exactly where I wanted them , he had a good pos... See more

Company details

  1. Lumber Store
  2. also in
  3. Building Materials Supplier
  4. Do-it-Yourself Shop
  5. Door Supplier
  6. Landscaping Supply Store

Written by the company

Kelvin Timber, a cherished family-run Timber and Builders Merchant, finds its home in the welcoming locales of Milngavie and Hamilton, nestled on the periphery of the vibrant city of Glasgow. Our story began in 1970, and since then, we have remained dedicated to providing an invaluable service to a diverse clientele, spanning trade professionals and the general public alike. With a rich history steeped in the ethos of trust and quality, our mission goes beyond mere commerce. We are passionate about encouraging people to make astute shopping decisions and advocating for the support of local businesses. In a world dominated by mass production and impersonal transactions, we stand as a beacon for those who wish to shop with intention and invest in their local community. At Kelvin Timber, we take pride in our role as a trusted partner for builders, DIY enthusiasts, and those seeking quality timber and building materials. Our knowledgeable team is committed to offering invaluable insights, reliable products, and a personal touch that sets us apart. We aim to empower our customers to shop smart, make informed choices, and foster a sense of pride in shopping local. We believe that every transaction is an opportunity to build a stronger, more vibrant community, one timber plank at a time.

Contact info

4.7

Excellent

TrustScore 4.5 out of 5

359 reviews

5-star
4-star
3-star
2-star
1-star

Asks customers to review

This company invites their customers to review, whether positive or negative

Hasn’t replied to negative reviews

How this company uses Trustpilot

See how their reviews and ratings are sourced, scored, and moderated.

4.7

All reviews

(359)

89 reviews in the last 12 months

Write a review
Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 3 out of 5 stars

Delivery or not

Your company offered 1-2 day delivery, which I paid £15 for. I then received an email telling me that my fences would take 5 days to get delivered (which is only £10 delivery). When I questioned this and asked for £5 to be refunded or make the delivery in 2 days, the reply was not very consumer friendly, with the word SORRY at the beginning all in capitals.
I said to the lady, do not offer 1-2 day delivery if you cannot actually deliver. I then asked to cancel the whole order and get a refund.
Like magic the order arrived the following day, on day two.
If a customer pays for a service, they should get it or be immediately offered that part refund back and not attitude instead.

January 29, 2025
Kelvin Timber logo

Reply from Kelvin Timber

Hi Angela,

Thank you for reaching out and sharing your feedback. I sincerely apologise for the confusion and frustration caused by your recent order experience.

Due to an unexpected surge in orders at the weekend and start of the week, our systems were not able to automatically adjust the 1-2 day delivery option for fencing which we removed for a short time when we were able to. As a result, we sent emails to customers as soon as possible to inform them of potential delays. Our intention was to keep you updated, not to mislead you in case there was a delay, as your order was already through the system.

I understand your concern regarding the delivery charge difference. We always aim to ensure fair pricing, and in cases where delays occur, we refund the delivery charge difference right away. I’m sorry if this was not communicated effectively in your case. Additionally, I regret that our response did not meet your expectations, and I will be reviewing this internally to ensure we improve our customer service approach.

It appears that your order was processed and delivered promptly despite the initial delay notification, and I appreciate your patience while we worked through the backlog. I noticed your email about cancellation when I checked the order was already delivered, so I am really sorry for this. However, I completely understand how this situation may have been frustrating, and I apologise for any miscommunication along the way.

We value your business and take your feedback seriously. If there’s anything further we can do to make this right, please do not hesitate to let us know.

Best regards,

Nicola

Rated 4 out of 5 stars

New Fence

Ordered and paid on line which was so easy.Recieved e/mail confirming order and a call to arrange delivery.Was told that I would receive a call confirming delivery but that never happened. Everyone who I spoke to were very friendly and courteous but not calling me on the day of delivery was a little disappointing. But would definitely use them again

January 30, 2025

The Trustpilot Experience

Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.

We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.

Learn about Trustpilot’s review process.

Here are 8 tips for writing great reviews.

Verification can help ensure real people are writing the reviews you read on Trustpilot.

Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.

Take a closer look