Smileswoodcraft Reviews 

I gave one star as before I could write a review a star raiting was requested. I'm excited about receiving my canopy as it was a bargain for what seems a lovely design. Its 2 months or more now since my order went in the company did contact me to say they were busy. Trying to be patient I said no rush but think 2 months is long enough to wait .I've tried contacting them but message service on their phone says its full and can't take any more messages. Any tips guys? .I would dearly love to give a good review when I receive the item

Took a while to come but really good. When there were delays, telephone service was really good.

Ordered a coal store. Waited about 8 weeks (although On Buy website where I purchased it suggested a 4 week wait. When it arrived the lid was broken in about 4 places. Find it very hard to believe that the wood would have a 15 year life- the item arrived sopping wet and split in 4 places where there were screws. Frankie in customer services polite and helpful although I also had to chase refund due to more lack of communication between them and On Buy. A barrel load of wasted time and effort for nothing basically! Given the number of very poor reviews on Trust Pilot & Google you'd think this company would be making some efffort to make improvements.

Gate arrived today after very long wait, which in view of the Covid pandemic is understandable. Happy with the product. There's more to fret about currently than extended delivery dates.

Yes it took 5 months
Yes I thought I had been scammed even tho they did reply to emails eventually.
Gate arrived today absolutely brilliant

Ordered a gate in June, they kept pushing the delivery date back until November. Managed to get refunded by my credit card company. Don't bother with this company.

Well worth the wait guys,please hang on in there,quality item and looks stunning,have ask for photo to be put on their gallery,so please take a look, PLEASE bare with them,I do believe that they are working their socks off to get customers their orders,after much doubt I will certainly be recommending this company and be purchasing from them in the near future,thankyou smileswood

Ordered a gate in May, it's now October and still hasn't arrived. Was told that 'it will be with you in two weeks' (four months ago)... 'hopefully next week' (2 months ago) but sill no sugn. I have now asked to cancel the order but they haven't acknowledged it, so I'm currently raising a dispute with my bank.

What is annoying is that despite having a 6 months+ backlog, they're still happily taking more orders (and cash) which they can't fulfill. Id be very, very wary of handing any money over.

As with the majority of reviews, extremely long delays. When I ordered back in mid July I was told a lead time of 8 weeks. After numerous ignored emails, phone calls and voicemail I finally got through where customer advisor Ellie was bragging about how many orders they had and that they had difficulties due to COVID, there will be a further 1m+ delay. When I suggested it might have been a good idea to contact your customers and let them know I was told in a condescending tone that there was only two of them and that they are too busy with other more important things to do. A shame as the products look good. Avoid, there are too many other great businesses out there producing great garden furniture and that don't take their customers for granted in this difficult time.

Update 2nd November. Still no delivery.

Great product. Worth the long wait

My only criticisms are;

1. Lack of contact about delays in delivery, took longer than expected but of course current circumstances contributed to that

2. The screw provided were too small for some of the parts

Minor issues but would not prevent me from ordering again.

I started an order for a Pergola in late May and after numerous emails it arrived on 28th September. The company is extremely poor at customer service and contact. The Pergola itself is reasonably well made for the price as is a Moon Gate I had ordered earlier in the year (another very long wait). Order from this company at your peril or just be parepared to wait and wait!

To stop this sorry tale being too long, I have omitted the numerous unreturned telephone calls and un-replied emails.

1st June: rang to check how long it would take to make the gate. Smiles said 8 weeks.

7th August: in response to an email from me, Smiles said that were ‘looking to dispatch within the next 2 weeks”.

14 September: in response to a letter from me, Smiles emailed saying: ‘We have now pushed your order through the pile to be dispatched by Wednesday this week.

21 September: I Rang. Smiles promised that my gate would be despatched on the 22nd or 23rd for delivery on the 23rd or 24th.

25th September. I rang. Smiles promised that my gate would be despatched that day for delivery on the 26th. We stayed in, but no gate came.

29th September. Smiles emailed to say that my gate had been despatched. However, they omitted one of the digits from the courier’s tracking number. I had to contact the courier to get the correct number.

30th September. Gate arrived at last!

Avoid at all costs. Ordered a pair of gates 4 months ago, nothing has arrived, they don't answer emails or the phone. Have reported to Trading Standards

Ordered a pergola in June, was advised delivery would be the beginning of August if not sooner if they caught up. August came...no pergola so I contacted them. Two weeks later I received a reply saying due to COVID my delivery would now be the end of August. The end of August came and went, no communication from the company, I tried to ring them multiple times but the phone goes to answer machine.

I then put a complaint in via PayPal and received a reply the very same day! I was advised delivery would be 1-2 weeks (again...) if not sooner. The email also mentioned they had 800 emails to get through but only one person was allowed in the office due to COVID. Not sure if you’re aware Smileswood but you can answer your 800 (complaint?) emails from anywhere in the world, not just from your office?

Anyway the 2 weeks came and went and no surprise, no pergola!

I decided at this point to escalate my PayPal enquiry to a claim. I emailed the company to ask for a refund, they replied saying they would cancel my order and would refund when they could but their PayPal account was ‘playing up’ and I should be patient and they would refund when it was up and running. I suggested that perhaps PayPal had frozen their account due to multiple complaints.

Fast forward to today, PayPal have ruled in my favour and refunded my money.

If you still decide to order from this company after reading all the reviews I’d advise you pay using PayPal as then you can claim when your item doesn’t arrive.

The company is a small family business which I appreciate. But they could have closed their orders when it started getting too much for them, instead they carried on taking orders and money. Shame on them