QTD Ltd- The Timber Specialists Reviews 

A bitter experience from day one. They made a huge play of doing me a favour by offering their 'marketing discount' two days after it ostensibly finished like I should be hugely grateful, despite saying to the architect they would extend it no problem. I then paid them £4800 in full for timber 3½ months ago. Covid, Brexit and an earthquake in Turkey - where it's 'made' - aside, myself and the architects had to constantly chase with a few scant updates. Everyone we communicated with seemed to have the habit of failing to answer questions or skirting around the answers we were looking for. Worse, though, was they originally quoted £525 to deliver to the North West (or we collect) then re-quoted when it arrived in stock with a 40% increase, despite advising they would deliver for all the inconvenience! They reneged on this and offered to pay 50% of this but I was clearly being hoodwinked into bearing the lion's share/ all transport costs as I managed to arrange a collection for £345. The MD failed to understand the simple maths of refunding me the same amount and me collecting. Either way it would have cost QTD the same - if indeed they was actually bearing the cost, which he didn't like when I raised it. He then - in his words - decided he was 'terminating' the conversation with:
"This conversation is not going anywhere so I am terminating it. You have two options, you decide as long as it leaves our yard next week."

I responded saying I had arranged collection but would raise it with my credit card company if the quality was not acceptable and leave reviews on all the relevant sites. He said he would 'not be threatened by anyone' clearly and said he was cancelling the order and refunding me - end of story. No apology, nothing, despite having my money for 3½ months. I can only assume therefore given their lack of customer service and this concern there maybe issues with quality/ the faith they have in their own products? He arrogantly said 'given how buoyant the market is at the moment we will have no problem selling it' - despite me being told it was a bespoke product and I could not get a refund earlier in the process.

Based on my experience I would advise any architect, designer, specifier or self builder to go elsewhere. You will not be valued or treated with courtesy here. Find an organisation that actually values you as a customer. QTD don't.

Post Note. Since writing this I think QTD response clearly demonstrates they feel themselves absolved of any responsibility in the apathetic way both myself and our architects were treated and, yet again, the contempt with which they deal with customers. If they feel chasing and order and questioning their extortionate delivery charge is 'erratic' behaviour they really shouldn't be dealing with customers full stop. Their response also shows they deal with customers on their terms - not as a joint working partnership which everyone in sales should be mindful of. Running an online sales business myself I'm well aware of the pitfalls of customer service and, being objective, I don't feel myself nor the people working in our architects practice who have had dealing with QTD can all be wrong. Interesting to note not one word of an apology. The sums them up.

Made contact with this company to find an optimum solution for some exterior cladding on my new home extension. Initially had multiple email correspondence with Emma and eventually Chris (Family Business). Each and every communication was polite, professional and productive.

They know their stuff with regards to timber and the effects our UK climate can put on it - they advised me and educated too.

Its in the detail: Even the way they package their samples with care; - my wife thought I bought her some gear from Agent Provocateur.... black box, black and gold contact card and even a black string bow - very nice touch in my opinion.

Spoke to Chris and he is a Wood Geek I feel (I use that term positively) Very knowledgeable and trustworthy organisation.