Woodstock Home & Garden Reviews 

Reply from Woodstock Home & Garden

Updated 7 days ago

Firstly, I would like to apologise that you are still waiting for your parasol. I completely understand your frustration, particularly as you have paid for the item and have been waiting far longer than anyone would reasonably expect.

As I explained in my email to you on 4th June 2025, we have your order on our list and our intention is to supply your parasol as soon as we are in a position to do so. At the time, we genuinely believed that our insurance claim would have been resolved much sooner, and we never expected that, 19 months after the fire, we would still be fighting with our insurers to reach a settlement.

We are a small, family-run and honest business, and we are doing everything we possibly can to resolve the situation. The fire completely devastated our business, and the last 19 months have been incredibly stressful for everyone involved. We have had to make significant changes to the way we operate, and we are continuing to work through the consequences of something that was entirely outside our control.

I fully accept that our communication in 2024 was not good enough, and I am sorry for that. However, since the fire we have made significant changes within the office, and I have personally made sure that your emails have been responded to. I hope that this demonstrates that we are trying to communicate with our customers and keep them updated, even when the circumstances are extremely difficult.

It is very important to us that we are completely transparent with our customers. We are not hiding anything, nor are we avoiding our responsibilities. What is sometimes difficult for customers to see is what is happening behind the scenes. While we may not always be able to give the outcome or timescale that people understandably want, we are continually working behind the scenes and doing everything we can to resolve matters for our customers.

I can only reassure you that you are on our list, and as soon as we are in a position to do so, we will arrange for your parasol to be supplied. We have absolutely not forgotten about you or the fact that you have paid for this item.

We respect the customer's decision to share their experience on Trustpilot. We simply hope that this response provides some additional context around the circumstances and reassures them, and anyone reading this review, that we are not ignoring the situation or avoiding our responsibilities.

Reply from Woodstock Home & Garden

Jun 19, 2026

Thank you for your feedback. We are sorry to hear that you are not happy with your parasol.
Firstly, we would like to point out that this is the first time we have heard of any concerns regarding your parasol, as no contact was made with our office following delivery and installation. Had you contacted us directly, we would have been more than happy to discuss your concerns and provide advice on the operation and performance of the product.
With regard to movement and noise in windy conditions, this is a characteristic of cantilever parasols of this type, regardless of where they are purchased. A parasol is effectively a large umbrella and, by design, will move when subjected to wind. This movement helps to dissipate wind pressure rather than resist it rigidly. The substantial granite base provides stability and ensures the parasol remains securely anchored, but some movement of the canopy and frame is entirely normal.
In addition, your parasol is fitted with a side tilt adjustment that allows the canopy angle to be altered depending on the position of the sun and prevailing wind conditions. When used correctly, this feature can help reduce wind resistance on the canopy and improve performance in breezy weather. Had you contacted our office, we would have been able to explain how best to utilise this function and address any concerns you had regarding movement or noise.
You also mention that you now feel a pergola may have been a better option. Whilst we appreciate your view, a pergola and a parasol are very different structures designed for different purposes. A pergola is a fixed installation, whereas a parasol is intended to provide flexible, movable shade. As such, their performance in windy conditions cannot be directly compared.
Regarding the pricing, during the Ideal Home Exhibition our supplier notified us of a price increase on these parasols, which required us to review our pricing. However, we were pleased to honour the original quotation of £1,200 that had been given to you, despite the increase in our own costs.
You have also stated that you subsequently saw what you believe to be the same parasol for £675. If you would be willing to send us the details of the product you saw, we would be happy to review this. In our experience, products can often appear similar while differing significantly in specification, materials, warranty, or manufacturer.
We are pleased that delivery, installation, and demonstration were completed on time and to your satisfaction. We remain available to assist with any questions or concerns you may have regarding the use of your parasol and would encourage customers to contact us directly so that we have the opportunity to help resolve any issues before they become a source of disappointment.