★☆☆☆☆ — 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.
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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.
