Tuin - www.tuin.co.uk

I paid for a log cabin November 2020 and 1 year later i still didn't have the cabin. I've now cancelled my order and got a full refund

Customer service are unbelievably bad. They don't provide any customer service by phone. The only way to communicate with them is by email, which can take up to a week for a response.

I was constantly having to chase them to reply to my emails and get updates.

Tuin Tuindeco UK is an absolute nightmare to deal with when things go wrong.

I hate giving a bad review, but in this in-stance I feel it is unfortunately justified.

All the staff at first, seem to be really nice and helpful and full of promises and say the things as a potential customer that you want to hear.

Trust me though when things go wrong this is when you find its all just broken promises.

Ordered the #Tuin Barbara Log Cabin Gazebo March 2021, paid £2350. When it arrived direct from holland all seemed fine, checked the parts against the list they sent and everything checked out, although you have to go off just basic shapes.

How-ever I was not prepared for ZERO quality checks of stock sent out to customers:

• Parts missing,

• Incorrect parts sent,

• The Roofing Adhesive to be 2 years out of date

I thought oh well a company with lots of good reviews on its website (I never noticed that they are old reviews on the Barbara log cabin page from pre 2019 no recent reviews I should have checked trustpilot where there are more recent genuine reviews good and bad).

We were promised the earth but nothing has materialised.

All I did was email and email and ring and ring and always the same broken promises from people who all sound nice and helpful, but over and over their promises never materialised.

4 corner diagonal supports were in-correct.

We were told up to a 6-week delivery, this was after we had erected the cabin as we were not to know the supports were incorrect until we came to attach them at roof level, as the manual does not show any grooves missing which is what ours were missing. 2 were the incorrect size, again the manual does not show this.

No screws or bolts.

These were not actually mentioned on the manual so because the timber all slotted together so tightly and snug and seemed to be quite solid, we thought maybe it does not require any, just nails for the roof which were included.

When we had issues keeping the building square as we got up to roof level, I contacted Tuin Support who informed me that we definitely should have screws and bolts.

So we had to buy all these ourselves, as again we were told up-to a 6 week wait.

Storm brace kit.

We paid extra for was that badly warped it was unusable, again up to a 6 week wait.

The EPDM roofing adhesive.

That was 2 years (June 2019) out of date and rock solid. We were told this would be with us shortly as it was in stock. After a week of constantly chasing for this and other numerous issues, we were informed that all their stock of roofing adhesive is out of date ( I mean who keeps out of date stock). We were told to buy this ourselves and we would be refunded in 5 days, 17 days later it finally went into our account.

First problem email was sent on June 6th when the cabin was erected, it is now July 1st and still no replacement parts have arrived and still no courtesy follow up email.

Impossible to find honest reviews on this company (Tuindeco/Tuin Log Cabins) online and all reviews on their website are 5*. - really?!) Ordered a Santiago garden storage wooden unit (around £340) so should be decent quality. First one delivered had very damaged packaging and upon opening the first piece of timber was damaged. Credit to Tuin, they replaced no problem. I do not appreciate the Tuin response of blaming the courier - that's an easy out and you are responsible for the courier, it's part of your service and you select/manage them - be accountable. The second one arrived in good condition. However:

1. Instructions are worse than useless - a few pictures with no real instructions, no inventory of what should be in the package, no instructions on how the pieces fit together, which screws are for what etc. Very poor - not at all customer oriented

2. Very cheap hinges on the door. Already fitted and not even straight. Door is not aligned as a consequence and does not close properly. Will have to replace with a higher grade of hinge myself.

3. Screw missing from door handle

4. Panels of wood on back and sides uneven lengths - some reach the frame, so one do not

5. Cheap and nasty door handle that doesn't even match the colour of the wood on the rest of the unit

Quality control is everything - Tuin lacks this. I used this purchase as a test to decide whether to spend my £4,000 on a log cabin with them - now ordered from another supplier. Managing your web presence by ensuring nothing negative is clever, in the long run quality is more important and essential.

Would not recommend.