Kelvin Timber Bewertungen 

Antwort von Kelvin Timber

21. Apr. 2025

Good Morning Alan,

Thank you for your review – we really appreciate you taking the time to leave one.

I've had a look at your order and just wanted to clarify a couple of things. At the moment, our faster 1–3 day delivery option has been temporarily disabled due to how busy we've been since the end of February. I’ve checked your invoice, and it shows that the 3–5 working day Standard Shipping option was selected at checkout.

I completely understand how important it is for customers working to a tight timescale to receive deliveries when expected, so I wanted to reassure you that your order was delivered within the timeframe chosen at the point of order. If there's an urgency before then, please always reach out first - if we can accommodate you we will always try our best.

Just so you’re aware – if there’s ever a delay on our side, we always notify customers in advance, and if we can’t meet the quoted timeframe, we issue a refund on the delivery charge as a goodwill gesture. In your case, everything went ahead as scheduled, so no delay or refund was necessary.

Thanks again for your feedback – it really helps us continue improving our service.

Kind regards,

Nicola

Antwort von Kelvin Timber

17. Apr. 2025

Hi John,

Thank you for your review. I'm really sorry to hear about your experience.

We’ve tried to contact you by phone and have also sent an email to follow up. We're more than happy to refund the missing screws or deliver them to you — whichever suits you best. As a small business we try our best to get it right, but silly mistakes can happen - if you had let us know we would have rectified it.

Just to clarify for others reading — as a timber merchant, due to health and safety regulations, we cannot pre-load or prepare orders before you arrive - we need to see your mode of transport to be assured its safe to load your vehicle. Materials are heavy and sometimes large, so it's important we safely match the goods to the vehicle at the time of collection - our yardmen then will happily get the forklift and safely load you. Leaving items out in the yard is hazardous and not permitted, especially in a small, busy site like ours- especially if a customer changes plans and cannot make it to the store that day. This is standard practice across most timber and builders’ merchants.

We always aim to offer quality materials and good service, and we’re sorry we fell short this time. Please do get back in touch — we’d really like the chance to make it right.

— The Kelvin Timber Team

Antwort von Kelvin Timber

8. Apr. 2025

Good Morning Innes,

Thank you for your patience. I’ve located your order and reached out to the Milngavie Team regarding this issue. While I am unable to provide further details at the moment, please accept my sincerest apologies. It’s certainly not typical for us to overlook the quality check before dispatch, and this does not reflect our usual standards.

You can expect a callback from us shortly. Should any issues like this arise in the future, please don’t hesitate to contact us directly. We are always happy to offer a replacement or refund at no extra cost to you. I fully understand that this is an inconvenience, and we never want our customers to experience anything less than the best quality.

Kind regards,
Nicola

Antwort von Kelvin Timber

8. Apr. 2025

Dear Ian,

Thank you for bringing this to our attention, and I sincerely apologise for the inconvenience caused by the early delivery on Wednesday. I understand how frustrating it must have been, especially when you were expecting the delivery on Friday and had no prior notice of the change.

We should have confirmed the new delivery time with you and ensured that the driver was fully informed before arriving. It's clear that we made an assumption that was not considerate of your situation, and for that, I am truly sorry.
We are currently reviewing our procedures to ensure that moving forward, customers are contacted to confirm all delivery details, including any changes to scheduled times.

Your feedback is invaluable, and we will make sure to improve our communication in the future to prevent this kind of issue from happening again.

Thank you for your understanding, and again, I apologize for any frustration or inconvenience this may have caused.

Best regards,

Nicola