Tuin Reviews 

Seemingly great product, with all questions answered by the sales and product teams.

Overall very happy a few boards were damaged but worked round it.. but very happy with product itself.

Very good experience with staff after first attempt to place order failed. Staff were very good. All sorted and order in progress.

We purchased and built our Tuin Maggi Log Cabin in June 2023. While assembly went ahead as planned, structural issues developed within just 3 months and customer support has failed to provide a viable resolution to these and the other issues that have arisen over the past three years.

Structural & Timber Failures:
- Log Movement & Instability: While some seasonal movement is to be expected, the degree of shift has left the vertical log stacks bowed and severely distorted.
- Gaps & Water Ingress: Open gaps across the front, back, and side elevations have allowed rainwater to enter the tongue-and-groove joints where it has pooled, causing early rot.

Support & Warranty Deflections:
- The "10-Year Guarantee" Loophole: When raising the rotting issue, Tuin have cited their 10-year anti-rot guarantee - a policy with strict product exclusions we were never made aware of when purchasing.
Despite using a premium, breathable exterior wood finish, Tuin rejected the claim simply because the specific brand is not on their 'approved' list.
- Shifting Excuses: Over three years, support suggested sawing into the logs to create an expansion gap (which they later retracted as incorrect advice after being challenged), claimed our treatment did not penetrate the wood (disproved via manufacturer technical data sheets), and even suggested fitting oversized fascias to the front simply to hide the visible gaps.
- Missing Parts: Missing mounting blocks at delivery initially delayed the roof build.

At £3,800, we expected a durable summerhouse backed by sound technical support. Instead, we have spent three years dealing with escalating timber issues, water ingress and rot.

I would urge potential buyers to think very carefully prior to purchasing a log cabin from this company.

UPDATE (24 September 2026):
Following my review, Tuin’s Sales Manager stepped in, took personal ownership of the case, and requested comprehensive walkthrough videos and photos to assess options for a resolution.

I provided the requested footage on 4th September. Nearly three weeks later - despite a chase-up on 17th September where I was told their "Head Carpenter" was reviewing the file -communication has stalled again with no findings or proposed solution provided.

Meanwhile, autumn weather has set in and the rot inside the separated joints continues to worsen.

Requesting detailed evidence only to leave a customer waiting indefinitely is deeply disappointing. Prospective buyers should be aware that escalating to management appears to lead to further delays rather than meaningful action.

Some positive points on wall thickness, windows, fittings. Negative points were poor installation guide, too much wood had splits and was twisted. One main plank was unusable and the spare only had a slot cut at one end so was useless. I had to complete before going on holiday, so had no choice but to go ahead and accept the bad bits. I tried the help line but they don’t work on weekends which was disappointing. Overall, the finished product is ok but could have been better.

What do you have to do to get to speak to someone when you have issues with Tuin products 🤷‍♀️
* Feb 2018 : Purchased Tuin Inglund cabin 10 year guarantee
* Installed as per instructions
* Well maintained - Coated every year with Osmo
* 26/72026 emailed advising of gaps appearing on three sides of cabin that would allow water in - photos were included - NO RESPONSE
* 1/8/2026 sent WhatsApp message to Tuin
* 3/8/2026 received a response stating to email info@Tuin .co.uk FAO Service Team addressed to Wayne head carpenter
* 3/8/2026 resent email putting the heading as suggested , it took 3 more WhatsApp messages before they could locate my email 🤷‍♀️
*6/8/2026 finally Wayne responded by asking for more pictures which I sent immediately
* 10/8/2026 received a response from Wayne suggesting that “the cabin has shrunk in the heat” and requested more photos
14/8/2026 received a further response saying “your cabin shows more shrinkage than normal. The way to resolve this is to make the gap bigger above the window and door frames by CUTTING SOME TIMBER OUT . This will allow the timbers to drop”
14/8/2026 I emailed Wayne back asking for him to call me regarding his suggestion/ solution - NO RESPONSE
14/8/2026 phoned TUIN later that day and was told I couldn’t speak to him and they would pass the message on and he would call back - NO RESPONSE
21/8/2026 phoned TUIN again and was told again that the message would be passed on and he would call - NO RESPONSE
26/8/2026 I have still not heard from TUIN ….. what am I to do…
What does the guarantee.

The cabin has not just opened up in several places so no longer water tight but has warped one side of the long front windows, cutting wood from above the windows and doors wouldn’t resolve the problem.
At this stage I wouldn’t recommend purchasing one of Tuin cabins. Why would they recommend cutting bits out of it. I’m not a carpenter so I could make it worse then where do I stand warranty wise

I bought a log cabin frum Tuin about 9 years ago and was very happy with price, communications, delivery and after care. So far, they have been excellent again. There are up to 35% discounts at the moment, so it was a bargain price. I had a look at other suppliers, but, frankly, no one makes a better product.

Great customer svc....went about e and beyond.

Always good value and easy to purchase sound buildings

Great communication throughout, keeping me updated all the time. Excellent!

As many others have noted, Tuin’s customer service is extremely poor. My emails, phone calls and WhatsApp message have all gone unanswered. There seems to be no willingness even to acknowledge the problem, let alone resolve it—despite the issue appearing relatively straightforward to address.

The quality of some of the components is also disappointing. In addition, the supplied instructions are extremely limited and do not adequately cover the options selected.

Tuin provides some informative YouTube videos, but they are so poorly indexed and organised that finding the relevant guidance is unnecessarily difficult.

I simply do not know what else I can do to get a response. This should have been an enjoyable assembly project, but the complete lack of customer support has made the experience deeply frustrating and disappointing.

This company can't do enough when purchasing an item, very happy to hear things are fine - go totally deaf when things go wrong!
Disappointing - have to get redress through credit card.

Delivered efficiently. The pergola is heavy-duty. The wood looks well seasoned and is not warped. Putting it together takes time and energy. Not recommended for the solitary DIYer. I had it erected by professionals. The finished result is what you see in their pictures. We also got the retractable awning, which is good quality and works perfectly. Very happy with the result.

The company is very customer focussed. They will give you all the information you need before and while they were doing their project. Very professional and courteous staff members.

I am over 80 years of age and I find some parts of ordering on line a little difficult to understand, but one call to your excellent team helped me complete my order.
This is the third building I have purchased from Tuin and I find the high quality of your buildings combined with a very helpful delivery service unbeatable.

Hello, the overall experience has been good the log cabin itself is adequate for my neads.but the fasciables are no good man or beast ,they are so twisted I'm having to go out and buy new timber.

Will review it when I get delivery

The wind ripped one of my summerhouse doors off. Tuin sent me replacements with all the furnishings required. Carpenters I employed fitted with no problems.
Personally it was an expensive experience but a job well done.

Web site is great and online ordering was nice and easy. A change of plan required a change of the cabin we ordered and the sales team were very helpful and made the order change process very simple.

I have just purchased an "Economist" gazebo from Tuin.
I am aged 85 so have been round the block a few times and have experience of good & bad dealings. Tuin treated me (Melanie & Kerry) like a "CUSTOMER" very few and far do that these days. Thank you. Regards Cliff Cason