The Garden Trellis Company Opiniões 1093

Resposta da The Garden Trellis Company

Há 4 dias

Thank you for your review. We're delighted to hear that everything was just what you wanted. We appreciate your support and look forward to serving you again in the future.

Resposta da The Garden Trellis Company

Actualizada a 16/06/2026

Thank you for taking the time to leave a review.

We are sorry to hear that the trellis did not fully meet your expectations. Unfortunately, we cannot locate an order under the name used for this review, so we are unable to verify exactly which product was purchased.

From your description, it is possible that you purchased from our Standard Range. These products are manufactured from planed timber, but they are not sanded smooth. As timber is a natural material, some minor naturally occurring characteristics such as small knots, slight surface irregularities, chips, or bumps can occasionally be present and are considered normal within the specification of this range.

We would like to reassure you that our products are made from new, quality timber and are certainly not rough-sawn, reclaimed, or second-hand materials.

If you were seeking a perfectly smooth, furniture-quality finish, our RHS Prestige Range may have been more suited to your requirements. These premium products are manufactured using joinery-grade timbers and are sanded smooth throughout, which is reflected in their higher price point.

We appreciate your comments and are pleased to hear that you liked the overall appearance and colour of the trellis. If you would like to contact us directly with your order details, we would be happy to discuss your concerns further.

Thank you for your reply, due to GDPR I am unable to comment on the order as it was ordered under another name, I will however email the contact on the order directly to address your comments/concerns

Resposta da The Garden Trellis Company

8/06/2026

Thank you for your wonderful review. We're delighted to hear that you're happy with your trellis and that you appreciated the craftsmanship and finish. Your feedback means a great deal to our team. Thank you for choosing us, and we hope you enjoy your trellis for many years to come.

Resposta da The Garden Trellis Company

8/06/2026

Thank you for taking the time to leave us a review. We're delighted to hear that you were pleased with both the quality of the product and the speed of delivery. We really appreciate your feedback and hope to be of service again in the future.

Resposta da The Garden Trellis Company

8/06/2026

Thank you for your fantastic review. We're delighted to hear that you were pleased with the quality of our products and our fast delivery service. Your feedback is greatly appreciated, and we hope to be of service again in the future.

Resposta da The Garden Trellis Company

26/05/2026

Thank you for your wonderful feedback! We’re delighted to hear you were pleased with both the quality of the product and the speed of dispatch.

We understand that our products can initially seem more expensive than some alternatives, so it’s especially rewarding to hear that, once received, you found the quality to be far superior to what’s available at local garden centres. We work hard to provide products that offer lasting value as well as great appearance.

Thank you again for taking the time to leave a review, it’s greatly appreciated.

Resposta da The Garden Trellis Company

26/05/2026

Thank you for your feedback. We’re sorry to hear you were disappointed with the quality of our Standard range.

Unfortunately, as your review does not include your name or order details, we’re unable to look into your purchase specifically. However, in our experience, customers are sometimes expecting the finish and specification of our Prestige range while purchasing from the lower-priced Standard range.

Our Prestige products are priced accordingly to reflect their higher grade and finish, whereas the Standard range is designed to offer a more budget-friendly option. We do make every effort to clearly explain the differences between the ranges through our product descriptions and website images, although we appreciate that not every customer will review these details fully before ordering.

We do value all customer feedback and will continue working to make the distinctions between our ranges as clear as possible.

Resposta da The Garden Trellis Company

26/05/2026

Thank you for your great feedback. We’re so pleased to hear your delivery arrived on time and that the driver was helpful with unloading exactly where you needed it.

It’s fantastic to know you’re happy with the quality of the fencing and how it looks. We really appreciate you taking the time to leave us a review and hope to help you again in the future.

Resposta da The Garden Trellis Company

13/05/2026

Thank you so much for your wonderful review. We really appreciate you taking the time to share your experience.

While we’re sorry your trellis was damaged in transit, we’re pleased we were able to resolve the issue quickly and get a replacement on its way without delay. We always aim to make things right as smoothly as possible when problems arise.

It’s great to hear you were happy with the product, pricing, and service overall. Your kind comments mean a lot to our team.

We truly value your support and look forward to welcoming you back again in the future.

Resposta da The Garden Trellis Company

6/05/2026

Thank you for your wonderful feedback. We’re delighted to hear that you had an excellent experience from your initial enquiry through to the final installation. It’s great to know you were pleased with the quality of our products and that everything was delivered as promised. We really appreciate your support and thank you for choosing us.

Resposta da The Garden Trellis Company

30/04/2026

Thank you for your fantastic review. We’re so pleased to hear that the arched trellis toppers were exactly what you needed and that you were able to find the perfect size and style to match your existing fence.

It’s great to know you’re happy with the quality and craftsmanship, and we hope they serve you well for many years to come. We’re also glad that you found the service quick and the delivery process smooth and hassle-free.

Thank you again for your support

Resposta da The Garden Trellis Company

30/04/2026

Thank you for your feedback. We’re delighted to hear that you were pleased with the excellent quality of your RHS panels and trellis, and that our delivery driver was helpful and considerate.

We also appreciate your honest comments regarding communication after placing your order. We understand how important delivery updates are, and we’re sorry this part of your experience did not meet expectations. Your feedback has been noted and will be shared with the team as we continue to improve our customer communication.

Thank you again for choosing us, and we hope to serve you again in the future.

Resposta da The Garden Trellis Company

13/03/2026

Thank you for your lovely feedback. We're so pleased to hear that you love the trellis and that the quality met your expectations. We really appreciate you taking the time to share your experience.

Resposta da The Garden Trellis Company

5/03/2026

Thank you for your review and for your feedback.

We’re pleased to hear that you found the trellis to be well made, although we’re sorry for the confusion regarding the difference in appearance.

The original panels you previously ordered were from our standard range, whereas the panel you most recently ordered was from our RHS Prestige range.

The RHS Prestige range is manufactured using Thermally Treated Timber and the framing and slat are thicker, which is why it differed slightly in both construction and colour from the standard range panels you already had installed.

We can see that this has now been resolved and that a matching panel has since been delivered to you. If you need any assistance with future orders, please don’t hesitate to contact us and we’ll be happy to help.

Resposta da The Garden Trellis Company

23/02/2026

Thank you so much for your kind words and for taking the time to share your experience.

We’re delighted to hear that you’re happy with the quality of our products and that our team was able to support you when the delivery issue arose. While courier problems can be frustrating, we always aim to step in quickly and make things right.

We always aim to offer the best customer service experience we can, so your lovely feedback is appreciated.

Thank you for your support, we’re always here if you need anything else.

Resposta da The Garden Trellis Company

18/02/2026

We’re sorry to hear you’re disappointed with your trellis.

Having reviewed your order, the panels were purchased over three years outside of the stated warranty period. While we would not normally expect panels to fail, the images provided show the trellis tied to a low roof terrace railing, with a significant portion of the panel unsupported and exposed to movement. In windy conditions, this type of installation would unfortunately place considerable strain on the structure and can cause panels to come apart.

As outlined in our online guides and on the product page, trellis panels must be secured to appropriately installed posts to ensure stability. Because installations vary widely depending on the setting and intended use, we do not supply bespoke fitting instructions with each order. We provide guidance resources to help customers plan their installation, including advice on suitable posts and support requirements. Where customers are unsure, we would recommend either using our own installation service or seek advice from their preferred installer.

While we’re unable to offer free of charge replacements or the level of discount requested in this instance, we did offer a goodwill 10% discount should you wish to replace them, along with advice on how best to install the new panels to prevent recurrence.

We are always happy to offer advice before purchase to help ensure the correct products selected.

Resposta da The Garden Trellis Company

5/01/2026

Thank you for taking the time to leave such a detailed review. We’re pleased to hear that you found the timber to be well treated and suitable for resisting rot and insect infestation, but we’re sorry to learn that other aspects of the product and installation did not meet your expectations.

Regarding the construction of the slatted wall topper panels, we’d like to note that we clearly state the size and specification of all timbers used on our website, allowing customers to make a fully informed choice prior to purchase.

With reference to your comparison with an alternative supplier, it can be difficult to make a like-for-like comparison, as some manufacturers do not advertise the timber sizes used in their panels. We do, however, offer a wide variety of fencing and topper panels with differing specifications to suit different requirements and budgets. Our RHS Prestige range is our most robust option, and while this is reflected in the price, we recognise that it may not be suitable or affordable for every customer. For this reason, we aim to provide the best possible solution based on individual budgets and needs.

We’re particularly concerned to hear about the issues you experienced with the spiked posts. The steel studding is inserted by machine specifically to ensure accuracy and consistency, so we’re unable to see how this would normally occur. If possible, we would appreciate it if you could send us images of the angled studding so we can investigate this further.

If you would like to discuss this further, please don’t hesitate to contact our customer service team, who will be happy to assist.