Gudrum Classics Limited Reviews 35

So four days and four ridiculous email responses and they admit I should have 14.5 wave panels at 1090mm when I only have 12.5 wave at 960mm. Rather than sending me the extra two panels they are suggesting I have all sixteen panels removed and refitted with a 2 wave overlap, when their instructions clearly state it should be 4 wave. APPALLING SERVICE

Look at them carefully Gudrum Ltd is owned by Lectif Ltd, owned by the Gardeners Market Ltd so no accountability and the responses are from Lewis who will not give his second name...

Ordered 2 sun loungers, one arrived damaged. Raised a damage report and requested an exchange for the damaged item. Waiting nearly 2 weeks for contact to arrange an exchange and despite escalation no one is able to provide a status on this. Now missed the opportunity to use them to enjoy the good weather.
Poor quality delivery service and even worse customer service to resolve the issue. AVOID.

Absolutely faultless customer service from start to finish. Summerhouse was the cheapest i could find with the same product. They go above and beyond on every level.

Great company and very knowledgeable on their products. Customer service was fantastic from start to finish. Would recommend.

Ordered a summerhouse from them and the process was simple and perfect from start to finish. Will definitely be back for garden furniture

I bought a pre-lit christmas tree through their brand 'Garden Chic' in November 2022, seemingly all was fine until November 2023 when I opened to use it again and the lights didn't work. I contacted them as after less than 5 weeks of use this felt sub-standard. I was informed that due to me being in touch 1 year and 3 DAYS after placing my order and the fact they no longer work with the supplier that I wasn't entitled to anything as a result of a product clearly not being fit for purpose. They offered me £20 as a 'goodwill gesture' to buy some lights which is insulting. If you’re thinking about buying from them then do yourself a favour and don't - Go somewhere more reliable

Summer house arrived damaged. Gudrum Classics spun out replacing the broken panel for 3 MONTHS and the issue is STILL UNRESOLVED. If you don't want hassle and evasion avoid this company at all costs!

If there was 0 star I will give. Purchased a gazebo via the range. There was a fault with it and I made the range aware bit didn't hear anything for over a month then in the end I had to request a refund. They arrange a collection which they never turned up to. I am a single mother managed to get help to leave the item outside for collection. Now I'm having to move this back inside. Range has been useless also in helping me resolve this matter. Overall very very poor service

Do not use these people.
all the back feedback below doesn't even cover how bad my experience was. the driver came with my shed (crushed) underneath another one that was broken by the strap on the truck, he said he couldn't give me mine because there was a broken shed panels on top of it.
I offered to help he then drove off across the village green to escape having to offload one shed panels to get to mine. from whatI've seen the quality was appalling too.
Other advice, if you follow one of their trucks on the road, stay clear! anything could fall off it.

Needed glass for a glasshouse I bought several years ago. Customer Service (Danielle) took details be email, contacted manufacturer and I had replacement glass in less than a week. Professional transaction throughout and I wouldn’t hesitate to use them again.

The shed I ordered came with missing parts. Two deliveries of the wrong replacement door and no sight of the other missing items. Quality of the entire shed are very inferior quality. Screws and nails bent and heads missing, really cheap nasty roof felt and the wood is so thin and warped. Have been trying to get it taken back and a full refund for many weeks. Still no joy. Shocking customer service and shocking product. Definitely do NOT recommend.

This feedback is related to an £8000+ purchase of a Bertsch Summer house. Bertsch is an excellent high quality European producer brand which are supplied to Gudrum Classics under their sites Simply log cabins / Garden Chic as a third party seller. This company does not produce the product. The feedback is entirely related to the appalling customer service, poor management and in our opinion unacceptable manner in which they treat their customers as soon as they have your money. We fully appreciate in these COVID times there is huge demand and production delays can happen. Thus, it is even more important the company who take your money keep you updated on your order, especially when delays happen.
We have now had to send in excess of 16 emails over a 4 month period to find any information on our order and delivery. Not once have the company contacted us without us chasing them first and you get a different person and answer almost every time.
Order placed 16/6/21 for delivery last week Aug / first week Sep
25/8/21 delivery now 2nd week Sep
15/9/21 delivery now 2nd half Sep
21/9/21 @ 14:01 delivery now 6/7th Oct
21/9/21 @ 16:41 factory to start production week commencing 4 Oct
22/9/21 Delivery now back to 6/7th Oct
This seems to be a common theme on other feedback left on other sites and looking back at poor reviews for this company over 12 months on trustpilot alone which have a number of almost identical complaints about poor communications with customers it is clear the company has not addressed this major weakness in their company’s communication with its customers and being upfront and honest about deliveries. We full expect the company to leave its usual gushing apologies, blaming everyone from the producer, weather to COVID. However, the simple fact is that it is their job as the supplier to always keep the customer up to date. We asked for a token gesture of goodwill on the final invoice to reflect the appalling service only to be told we had to pay the invoice in full and take delivery and then they may (MAY!) consider some sort of compensation. In summary, there are many suppliers / online sites that offer these premium European log company brands. If you want an honest hassle-free transaction and delivery, we would certainly avoid this company with a long bargepole, they do not deserve the custom.

Update : The building has been delivered and the company has yet to address these issues or fulfill their promise of some sort of compensation. Additionally the wrong design windows were ordered and delivered.

Update 2. The company tried to claim our review was false and against Trustpilot policy to get it removed (Trustpilot reviewed and rejected their claim), perhaps they should focus their attention and efforts on improving customer service and correctly addressing complaints rather than trying to hide / delete honest feedback.