Review Time
★☆☆☆☆ — Damaged delivery, zero accountability, and 14+ days of going nowhere.
Ordered a pergola on 12th February. It arrived damaged. As I was abroad, my builder refused part of the delivery and the driver personally assured him the issue would be logged and resolved. Seven days later — nothing. No call, no email, no replacement.
On my return I contacted Waltons and what followed was genuinely one of the most frustrating customer service experiences I've had. I was pointed to a portal with no instructions, then told I needed to identify the specific broken part from a huge list of part numbers. I have never seen the product. Remarkably, even Waltons' own representative admitted he couldn't identify the part from a photograph — yet somehow I was expected to.
I offered two simple solutions: send a full replacement and collect the rest, or issue a refund and arrange collection. Both were refused or flat out ignored. My refund request went unanswered for a full day before I was told to email a different address — which has also been ignored.
Over 14 days on, I have no pergola, no refund, and no resolution. Just a trail of unhelpful emails and wasted time. Avoid.
I had a summer house installed in 2023 for 1500, and recently, with the heavy rain, it's begun to leak in the corner. This has damaged most of my tools, shelving, and garden furniture. I contacted the company and sent them photos of a significant damp patch on the roof, but they informed me that I must replace the felt myself at my own expense for a product that was not inexpensive. I strongly advise against purchasing from this service due to their poor customer support and lack of empathy for their customers.
I had a summer house installed this year for a significant amount, and after recent heavy rain, it's starting to leak in the corner. This has damaged many of my tools and furniture. I reached out to them with photos of a large damp patch on the roof, only to be told that I need to replace the felt myself at my own expense. I strongly advise against purchasing from this company due to their lack of customer service and empathy. It's best to steer clear.
I ordered a 12x4 shed that was on sale, but it turned out to be shorter than the 12ft base we prepared. The delivery went smoothly, but I had to use higher quality screws and additional wood for stability, as well as replace the poor quality felt. It's a learning experience.
I purchased a shed and faced issues right from the start. The doors wouldn’t lock upon installation. They returned after two weeks, but the fix made the doors too tight. Now, with colder weather, I can’t even open them, and I'm seeing mould inside due to lack of ventilation. I've requested help to fix this, but they’ve stopped responding to my emails. I'm at my wit's end and wanted to share this experience.
The experience was fantastic from start to finish. Communication was great, and they were prompt and informative. They handled any issues efficiently through their online ticketing system. Special thanks to the team members I interacted with regarding a quick partial refund and changes to my order. I'm absolutely thrilled with my summer house, expertly assembled by the installers. Highly recommend!
I feel completely ripped off after buying a shed. The reinforced floor cracked immediately, forcing us to buy a new one. The panels aren't watertight, and after the first rain, everything inside got wet. Despite paying extra for pressure treatment, it clearly wasn't done. The doors are swollen and hard to close. They claim the issue is due to proximity to a hedge, which is untrue. Their customer service is unhelpful and robotic, showing no compassion. We're now forced to replace this shed right before Christmas, which is devastating for our family.
We purchased a summer house and shed/greenhouse, but after three months, both have deteriorated significantly. Despite following their advice on treatment, the buildings have gone black, and the wood quality is poor. The doors have swollen, and the greenhouse leaks despite repeated sealing. Customer service has been rude, and they’re not interested in resolving the issue. I’m currently seeking help from trading standards as they refuse to acknowledge the problem. Do not waste your money on this company.
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Waltons is the nation's longest-running garden building retailer. We've been designing and manufacturing affordable and great quality sheds, log cabins, summerhouses and playhouses since our brand was established in 1878.
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