Naturalfencing Reviews 127

Unfortunately like too many other people on this site, I am also waiting for the panels I ordered on 6th March. No response to emails and no opportunity to leave a message but the money has been taken from my account.

Lost my trust 😕 politely asked many times by email for an approx lead time and explained I’m happy to wait for such a beautiful bespoke product (that I have always dreamed of having in my garden) but absolutely no reply at all and such terrible reviews. I’ve paid these guys a lot of money for this artisan product, which was debited immediately with a 5 day delivery guide and I’m really upset that a firm, so local to where I live in rural Suffolk, could not just give me a 1 line reply to a polite and reasonable question. I appreciate admin isn’t every persons strong point but employ somebody to help! I’d be happy to wait 6 months if I knew it was going to take that long. I’m not demanding, difficult or impatient but neither am I prepared to be completely ignored. Upsetting. 😕

Update - I have still not received my refund and have had to resort to sending a letter before action and threatening to issue court proceedings.
Update - I have received my refund now and Jim was very sorry.

I ordered some hazel hurdles on 20th March and have still not received them. The website leads you to believe that delivery is 3 - 5 days. When I didn’t receive them, I emailed the company. After 3 days, I got a reply saying that it would take 4 weeks. After 4 weeks, I chased my order again and got a short reply saying “we will be shipping next week”. I asked when exactly, but haven’t had any reply.
I have chased them but they have gone radio silent! I have now asked for my money back, but again my email has been ignored.
I understand that they may be struggling to cope with orders, but there is no excuse for this. The products should be shown as out of stock if they can’t cope with orders. Don’t believe what you read on the website about delivery times.

Awful. Should have read the reviews first. Ordered and paid 6 weeks ago expecting delivery in a few days. After a week I contacted them via e mail and they said orders were being delivered within 4 weeks. I was disappointed as that was not clear on the web-site. Furthermore, after 6 weeks I have not received the fence or had any further communication. I e mail every week but get no response and there is just an answer phone when I call that you can’t leave a message on. They have several hundred pounds of my money and I am running out of ideas beyond asking the credit card company to get involved and return my money. This company really has no interest in customer service. AVOID AT ALL COSTS is my advice.

Was slightly alarmed at seeing the reviews after we had ordered. We did get in touch to find out when we would get our order. the company explained that they were behind with admin and orders. In the end we got our hurdles within a month of ordering and they are magnificent. Sturdy and beautifully made. Would definitely order again.

After reading the other reviews I became a bit nervous re delivery, but as promised they were delivered, on time, today and they are really good strong hurdles, will certainly order from them again!!

It was a bit of a wait but now I have them I can say these hurdles are by far the best I have bought, very sturdy. They are worth waiting for and hopefully the backlog will clear as we get back to normal.

Website easy to use, at the price of delivery would have been better to be given a definite time of delivery, it took nearly a month to receive the goods, but worth the wait. Beautifully made willow hurdles.

Unfortunately I didn’t read these reviews before I made an order or I would have gone elsewhere. The customer service is non existent. Having paid almost £1000 for chestnut palings I have received no communication or response to my emails. I know we are in a lockdown, but all businesses are having to cope with home working and difficult circumstances. I cannot be beyond the release of possibility to employ someone to work from home and answer the phone and respond to email enquiries. This is a very simple technical issue. Furthermore, if they had a more proactive system to keep customers informed of the progress of their orders, they wouldn’t have the extra traffic from all of us trying to find out what is going on. Based on my experience of this company I could not recommend it to anyone else and will be trying to reclaim my money and place the order elsewhere.

UPDATE. After asking to cancel my order I was assured it would arrive 2 days later. It did. I cannot fault the hurdles - they are fab. Well made and great quality. It’s such a shame that quality products are “ruined” by an exasperating service. If they could get the email / admin bit right I reckon none of these negative reviews would apply.

So wish I had come on here first. Ordered - chased - was promised this week. Now no responses to the last 3 emails, can't call - just an answerphone message. I have cancelled the order and hope I will be refunded immediately - without having to resort to legal options. Product looks great on line - but it seems the service is just not there.

An update to the post...
Jim did eventually get back in contact and organised the delivery of 8 large hazel hurdles panels and 9 posts. The delivery and communications after the initial period of 'radio silence' was good. The panels themselves were very well constructed, so no issues at all with quality. Jim just needs to communicate more regularly with customers post order.

UPDATE: order has now arrived and I am very happy with it. Just could have done with better communication over the length of time it would take to fulfill the order.

Ordered 10th Jan
Emailed to chase 6th Feb
"Will be with you next week" on 10th Feb
Still nothing 8th March
I appreciate that they are struggling to keep up with orders, but it feels like they have taken my money and run.
Writing here as Jim appears to read these reviews, will update as soon as I hear from them or see what I've paid for.

Despite Jim being able to converse ahead of ordering, we have heard nothing from him since payment (which has been processed). The order was made of 25th February having been told the products requested were in stock – and therefore to be delivered within 3-5 working days. It is now March 8th and phone calls and emails are being ignored. Appalling service and feel hoodwinked out of a significant amount of money. Does the reputation of independents a dis-service. Incredibly disappointed and will be contacting the necessary channels regards fraudulent activities and return of payment.

UPDATE:
Following my previous post Jim got in contact and he explained the pressures he is under and promised I would receive my overdue order by this weekend.

I am pleased to report the hurdles have duly arrived and are of a great quality and to that ends I would recommend his workmanship and hope for the overarching business Jim finds a way to respond to and set customer expectations. These skilled small businesses do need to survive and flourish.

PREVIOUS:

I am like many others my experience of natural fencing has been that Jim was very responsive when I was placing my order including promising a delivery date before Xmas. I have subsequently asked for an update, but more importantly and substance that my order will be honoured.
I chose natural fencing as it seemed to a local business that I am always keen to support especially during these difficult times. I am expecting of delays but the key has to be to keep customers informed of any changes and respond to enquires for an order update. The inability to leave telephone messages or to respond to email enquires is not satisfactory and will impact on customer loyalty.
I will continue to pursue this and like others feel I may be left with no alternative but to approach trading standards.

Ordered two hazel 6' fence panels and three 8' posts late July 2020, after 5 months and still no delivery despite chasing, we cancelled the order. Extraordinary how such a modest order could not be fulfilled in that time or given a delivery date. During this time we had need for a further six more 6' hazel panels, we ordered on another company who are easy to find under Google, they were delivered within the week!

Edit Feb 21
I left a review at the end of 2020 but have edited after receiving my order. Jim was really helpfull and got my order out in early January. No problems with shipping and the fencing it A*.

Really pleased with it, very reasonably price and exellent quality. Shipping was straight forward and hassle free.

I realise that the covid situation disrupted the business for a while but I don't think this should go against Natural Fencing, everyone is up against it. I would defiantly recommend.

Joe

Finally received hazel hurdles and posts after 4 months but as others have said It seems to have been worth the wait. They look strong. Would have saved so much trouble if customer service had been better and informed of the long lead time.

I ordered an arch back last MAY paying £215.20 for a hazel rose arch. Apart from an acknowledgement giving me an order number and a transaction ID I have had no replies to endless phone calls and e mails. Their answer phone message has not been changed, they claim they will be back in touch but haven’t been. I am taking this issue to Trading standards as suspect deceit and fraud.

This company should stop trading. I ordered hazel hurdles at end end of July and have still not received them. The company have held my money for several months, including for delivery.
The phone is never answered and occasional emails sent to promise next week delivery.
A terrible experience with natural fencing.

Terrible service! Avoid this company like the plague. I ordered fence panels in September, but cancelled them the very next day as I had found something similar locally. I’ve tried to call, email and contact through the website, but not a single response fir months. I to will be contacting trading standards.