Review Time
Bought a tortoise house from cherry acres, the cottage looks lovely but unfortunately it is not fit for purpose. The cottage has massive gaps at the top of both walls which are big enough to let rats and other predators in. It also isn’t waterproof so if there’s any rain it fills with water. The wood is now so wet on the inside it’s growing mould so completely unusable. I phoned them and spoke to a lovely lady who told me to take pictures of all the issues and send to them so they could work out a fix for it. I did this and have never had a reply, they don’t reply to voicemails and don’t answer any calls. A real shame as it looks lovely but it’s not fit for purpose and no help offered. Total waste of money as it’s not safe to house a tortoise in.
Here was my experinence dealing with this company:19/4/21 Ordered 12ft Rabbit warren shed. Delivery due 2/7/21. Week of 28th June, I phoned up to confirm delivery was OK for 2/7/21 – confirmed, yes it was.2/7/21. No show. I called them. They said it will be delivered. Told the next date.....9/8/21 instead. (Wrong type of wood that couldn’t be painted). So, no delivery.9/8/21. No show. They said it will be delivered 23/8/21.23/8/21. No show. They said it will be delivered 29/9/21.27/9/21. I phone to confirm 29th, and they said “yes”29/9/21. No show. “Unaware of delivery today as wife was booked in for a procedure….”. They said they would deliver 14/10/21.14/10/21. No delivery. I offered them a final chance to come by the following Friday, else a refund. I was refunded.On every occasion, upon lack of any sign of anyone arriving, I had to chase them. Not once did they call me the day before to say they were not coming. I went and bought another shed (which I need to customise myself), but it came within 10 days, on the day promised.
I found these people extremely easy to deal with, these are not easy times and about to get worse... the basic raw material for their products (Wood) has gone up in price multiple fold so I think in this day and age people should cut them some slack. I ordered a Chicken Coop for my girlfriend and it arrived just as described and beautifully made. We are extremely happy and cannot recommend highly enough so Thank you!
Whatever you do, DO NOT ORDER from these people!! I wouldn’t even give them one star!!My place of work (Woof n Wag) who are a charity, spent a lot of money on a lovely set of Kennels which we spent a lot of time fund raising for.We paid (upfront I might add) and a delivery date was given so we proceeded to install a base to the specific measurements of the kennels we ordered which cost almost £1000.The first arrival date given was the 6th October - didn’t turn up.Second arrival date 3rd of November - didn’t turn up.Third Arrival date came 11th & 12th November - didn’t turn up.Fourth arrival date is today the 25th November although we have been informed the kennels are apparently on their way …. They don’t seem to be here.We were told over 6hrs ago they were 15mins away yet still have nothing!!We cannot get a single call answered, not even an email, nothing! We have even been blocked from FB after trying to leave a negative comment.They have time to block us on FB and delete the comment left but can’t answer a call or even email.These people are complete and utter liars! We have heard every excuse under the sun as to why these kennels have not been delivered from simply not showing up, to traffic, to petrol issues (even after the shortage was over), going to another place as they had two orders on the truck and finally to it being a paperwork day (even though they booked these dates in).We have worked so hard to raise this money and I quite simply wouldn’t want my worst enemy to go through what we have over the last few months.Every time we have had to hound these people to simply hear the next string of lies!Don’t believe any of the FB reviews as this company has clearly deleted anything negative as they don’t want to look bad!I cannot explain how angry and frustrated we are Please, Please DO NOT order from these people!
We purchased a large dog kennel for our St Bernards. Received the order confirmation, money debited from our account then nothing. 5 weeks later tried to call them but number invalid. Then emailed them but nothing. Thank god we paid by credit card. We raised a fraud claim and our credit card company refunded the money and is now investigating. Order number 1001440 order date 25/9/21 purchase price £1155We purchased elsewhere in the end. Had they been trying to contact us we would have had messages left on the mobile. They have tried to call today as we received calls from a number in Ashford as soon as I left this review but it’s too late.
I wish now I had seen all the reviews. Because this company is bad news. They take people's money off you. They don't contact you. You end up contacting them asking about your goods. They then give you a date. They don't turn up, they dont ring, or email. So once again you contact them - asking whats happening they then give a further date.. Once again - they don't turn up - no contact to say why..So once again you contact them - receptionist gives you a rubbish tale that the funds have been returned. I gave it 7 days and rang my bank up. Nothing at all was put back. They then stop emailing back and block your number...They still have £1,150 of my money. Had to contact bank to help me try and get our money back.So please guys anybody wanting sheds- stay away from this company they are robbing people of there money and not giving you your goods ordered or returning your money.Bad company..Robbing ...Actually the one star given is false - I give zero stars but u have to put one...Trading standards now informed....
Note to Cherry Acres following reply: Due to medical reasons i struggle to speak on the phone. PLEASE reply to my emails which you have been ignoring. I paid £2230 in March 2020. Invoice 467 (cheque from my aunt Dr Joy Catling). You said you had started building my bespoke rabbit warren but got delayed due to not being able to source wood in first lockdown. Communication then ceased. I have waited...and waited...but nothing. Not even the decency to reply to emails or online chat. Ordered a Rabbit Warren in March 2020, just before the first national lockdown. Communication prior to payment was very good and was excited about receiving new rabbit home. Paid over £2000 which included delivery and installation. I expected delays due to Covid but 20 months on and i still haven't received rabbit warren or had any updates. To add insult, company is not replying to my emails or online chat. I have made contact multiple times asking for them to either fulfil the order or provide a refund. Sadly they are not responding so will have to take the matter to court. Have been seeking legal advice today. Would have much preferred to resolve amicably.
If I could score 0 I would.Ordered a rabbit house on 9 September paying £1785 in full.Received an order confirmation immediately by email but no further communication so chased by email for a delivery date.Was told 19 October. I heard nothing further and by 12pm on 19th no order had arrived and I’d heard nothing from anyone. At that point I emailed and phoned - I had no answer and no immediate reply.I was concerned at this point given the significant cost so tried contacting through the social media channels - I sent a direct message on Instagram and Facebook, and commented on posts on each platform, asking for an update on my failed delivery. I continued to phone throughout the day and eventually got through to someone on the phone who explained that I was definitely booked in and she would follow up with the drivers and call straight back.I didn’t get any call back so by 5pm was again repeatedly calling to find out what was happening. Eventually someone answered and advised my delivery couldn’t take place because of a delay on a previous job and would be rescheduled.I had by now read these reviews so was dubious but agreed reluctantly to a rescheduled date of 28th October.As of today 21st I have still had nothing confirmed that my order has been rescheduled in writing. I sent an email asking for written confirmation yesterday that still hasn’t been responded to. So again I posted a comment on social media (genuinely polite but asking for an update). I believe I have now been blocked from posting to their social channels - comments are no longer an option on Facebook to me and their Instagram account appears that it no longer exists. I eventually got through to someone this afternoon by phone (after many many attempts) who advised I would receive an email today - it never arrived.At 5pm today I tried calling again and over the course of the last hour believe my telephone number has been blocked, when I call it rings once and goes to voicemail, when I try on my husbands number it rings out.I should say I have also left 2 further voicemails today and sent an email, all genuinely polite but asking for the written confirmation that was promised or otherwise a refund.So a paying customer, £1785 out of pocket with no correspondence from the company has now been blocked from contacting them. I realise it must be inconvenient to have me pestering them all day, but I have been consistently polite and therefore can see no genuine reason I would be blocked other than avoiding speaking with me because they have my money and have no intention on making the delivery. Whether or not Cherry Acres ever intended to deliver my item I’ll never know, and I’m quite sad to think that it might’ve been possible and I’m missing out on what could be a decent product, but I’m no longer willing to wait and find out, so will be raising a complaint with trading standards and contacting my credit card company, in addition to formally requesting a refund from Cherry Acres. £1785 is just too much money for me to be willing to risk as I don’t know how long it’ll take to get a refund through the means necessary (and worry if it is cash flow whether Cherry Acres can even afford to refund me at this point never mind if I leave it another week or two).Awful communication at best, ripping me off at worst. *update - after reporting to Action Fraud and Trading Standards, and emailing Cherry Acres to let them know this morning at 7am, I have had an immediate reply to my email advising a refund has been processed, I will wait to see if the money arrives*
Wouldn’t believe the positive reviews for one second what a sham of a service we received, we ordered the mountfield 2 bay cat kennel which has just been put up in price! We placed our order and made several phone calls during the 6 week wait to ensure everything was going to plan, each time we called we were reassured they were on track with the order.Delivery day came and not surprisingly they had to cancel delivery was rearranged for 2 days later, we received a call to say delivery was on its way then the excuses started rolling in how there was traffic, then a diversion then they wasn’t even sure if they had made our kennel correctly 🤦🏼♀️ Phone call after phone call was made as the hours ticked by delivery at 10 changed to 12 then to 1.30 then till 2.30 we were told we couldn’t have the delivery drivers contact details due to it being there personal number, 6pm came and still no delivery and apparently Natasha who answers the phone at cherry acre didn’t know where her delivery men were. ImNot sure what sort of business these people are attempting to run but I wish I had believed the negative reviews I had read before placing an order as they turned out to be true, Avoid ordering at all costs.
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