Timbela Opiniões 11

Resposta da Timbela

5/03/2026

Dear Customer,

Thank you for your feedback and we are very sorry for the experience you had.

Unfortunately, in this particular case the first shipment was lost by the transport company during transit. While the carrier was trying to locate it, we arranged and dispatched a replacement shipment to ensure that your order could still be delivered as soon as possible. However, the second delivery also encountered significant issues with the logistics provider.

We fully understand that the delivery process became too complicated and frustrating. For this reason, we stopped the shipment process and issued you a full refund.

Situations like this are extremely rare. We ship and successfully deliver thousands of garden houses and wooden structures every year, and cases like this represent a very small exception.

We sincerely apologize for the inconvenience caused and appreciate your understanding.

Kind regards,
Timbela Team

Resposta da Timbela

5/03/2026

Dear Customer,

We are very sorry to hear about your experience and would like to clarify the situation.

According to the information provided by the logistics partner, the shipment had already arrived at a terminal located near your area and was scheduled for delivery within the timeframe indicated on the platform where the order was placed. At that time, the carrier had not yet agreed on the exact delivery time with you. Unfortunately, the tracking information shown on the carrier’s website appears to have been inaccurate or misleading, which may have caused confusion.

After this information was seen, we received a formal complaint submitted through a legal representative. As the situation escalated very quickly and communication became complicated, the shipment was stopped and a full refund was issued.

We always aim to resolve delivery issues through direct communication and clarification with our customers and logistics partners. We regret that this situation developed in this way and hope this explanation helps clarify what happened.

Kind regards,
Timbela Team

Resposta da Timbela

25/08/2025

Hello,

Thank you for your feedback. We are very sorry to hear that you were disappointed with our product.

We have been manufacturing wooden garden sheds for more than 25 years, using certified wood and carefully tested designs before releasing them to the market. The assembly instructions are prepared according to the product’s specifications, and when installed on a proper foundation, the shed ensures stability and durability.

Regarding the roof, please note that we clearly indicate in our product information that the standard bitumen covering included in the package is intended only as a temporary solution (up to approx. 2 years of use). For long-term durability, we always recommend purchasing bitumen shingles as an additional option.

We take your comments seriously and will forward them to our production and quality team for review. If you experienced any specific defective parts, please contact our customer service directly so we can assist you further.

Kind regards,
Timbela ir Ko

Resposta da Timbela

14/08/2025

Hello,

Thank you so much for your kind feedback!
We’re delighted to hear that you are happy with the quality of your kiosk and that the assembly went smoothly.

We look forward to welcoming you back as a direct customer in the future - it will be our pleasure to assist you again.

Kind regards,
The Timbela Team

Resposta da Timbela

28/07/2025

Geachte klant,

Hartelijk dank voor uw bericht. Wij willen u graag informeren dat bij bestellingen via externe verkoopkanalen de facturatie en de verwerking van factuurgegevens volgens vaste procedures en regels verloopt om de juistheid en volledigheid te waarborgen.

Om een correcte en tijdige facturatie met de juiste gegevens te garanderen, adviseren wij bedrijven daarom altijd om rechtstreeks bij ons te bestellen.

Wat betreft de kwaliteit van onze producten staan wij uiteraard open voor uw feedback en zoeken wij graag mee naar een passende oplossing.

Wij danken u voor uw begrip en hopen u in de toekomst beter van dienst te kunnen zijn.

Met vriendelijke groet,
Timbela

Resposta da Timbela

4/06/2025

Bonjour,

Un grand merci pour votre retour positif et vos gentils mots !

Nous sommes ravis d’apprendre que vous êtes satisfait de notre abri de jardin garage moto M905 ainsi que de la clarté des instructions de montage.

Bravo à vous pour le montage, et merci encore pour votre confiance !

Bien cordialement,
L’équipe Timbela

Resposta da Timbela

29/04/2025

Vielen herzlichen Dank für Ihr tolles Feedback und Ihre netten Worte!

Es freut uns sehr, dass Sie mit unserem Kundenservice so zufrieden sind und sich als Kunde gut wahrgenommen fühlen – genau das ist unser Ziel. 😊

Herzliche Grüße
Ihr Timbela Team

Resposta da Timbela

23/04/2025

Thank you for your feedback — we are truly sorry to hear about your frustration, and we’d like to clarify the steps we took to assist you throughout your order.

You first contacted us on Saturday, April 12th regarding the missing screws. Our company does not operate on weekends, but we responded first thing Monday morning (April 14th) and by April 15th, we had already offered compensation for the screws you purchased locally. Our products are packed manually by people — not machines — and although rare, human errors can occasionally occur, for which we always take responsibility.

Your next inquiry reached us on Saturday, April 19th, regarding issues with the roof shingles. We responded on April 22nd, as April 20–21st were public holidays (Easter), during which our team was not working. We kindly ask for understanding that our team, like any other, observes official holidays and weekends, and is not available during that time.

We explained that the shingles were incorrectly installed due to being placed too densely, which led to insufficient coverage. The instructions clearly indicate that each row should overlap by at least 8 cm to ensure proper waterproofing. While we are not responsible for installation errors, we still offered you a discounted price on additional shingles as a goodwill gesture.

At no point did we receive a question about how to install the shingles before the issue occurred — we’re always happy to advise, and we encourage customers to reach out if anything is unclear.

We always aim to provide timely and helpful responses, and in your case, we compensated for the screws and offered a commercial gesture for the shingles. The materials delivered were not defective — the issue arose from incorrect assembly.

We value all feedback and are committed to improving.

Kind regards,
Timbela team

Resposta da Timbela

23/12/2024

Hello,

Thank you so much for your wonderful feedback! We are delighted to hear that you and your daughter are enjoying your Timbela playhouse.

Your recommendation is greatly appreciated, and we hope your playhouse brings many happy memories to your family! :)

Kind regards,
Timbela team

Resposta da Timbela

13/11/2024

Thank you for your kind review! We're delighted the playhouse is perfect for your Norwegian forest cats and that you had a positive experience with our team.

Thank you for choosing Timbela!