Name: Tuin
Rating: 2.21

“I cannot express how disappointed I am in this product on two levels.. The quality of the floor is absolutely atrocious and particularly in the added storage area of the summer house it has virtually perished in 3 and a half years! I am having to completely replace it! Also the hardware is also nothing but a piece of junk, when I complained, they were literally aware of this and all but told me so! Considering this was not a cheap product I am furious, I bought two summer houses as gifts from my late brother to his nieces and am heartbroken as this was to be something he would have wanted them to enjoy for years!!”

Helpful Report

Posted 2 months ago

Hi Ruby, We sincerely apologise for the disappointment and frustration this has caused you, especially considering the emotional connection to the gifts. It’s unacceptable that you’ve experienced issues with both the floor and hardware quality. We are taking your feedback seriously and will investigate the matter further to prevent this from happening again. We appreciate you bringing this to our attention and are sorry for the inconvenience. I would like to help now if I can, if you would like to email me directly to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 3 weeks ago

“Enquired about purchasing "Max Log Cabin", i asked if i could have it with toughened glass and Karen advised no and that it was no more than a glorified shed and I asked if they could supply another cabin in the same Size and she said no !! What sort of customer service is that !!”

Helpful Report

Posted 1 year ago

Hi, I am sorry we have not replied to you sooner, we have only now had access on here. We’re sorry to hear about the frustration you encountered when inquiring about the Max Log Cabin. Providing excellent customer service is important to us, and it’s clear we missed the mark in your case. We’ll be reviewing your feedback to ensure our team provides the best possible assistance moving forward. If anything might still be of interest, or if I can help now, please email me directly to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 3 weeks ago

“I did not purchase from tuin as the prices they offer change despite the offer end dates. Upon calling and checking that they have an error they just said that the price is software generated. This is total bull as after only 1 week and the offer stated it was to run for over another month it increased to nearly £2000 extra. There is either something wrong with the automatic software or they manually changed it. I wouldn't mind but I hate being mislead. Be cautious of this company and read all negative reviews”

Helpful Report

Posted 3 years ago

Hi Arthur, I apologise for taking this long to reply to your review, unfortunately, we do only now have access to do this. We sincerely apologise for the confusion surrounding the price change and understand how frustrating this must have been. We aim to provide transparent pricing, and we’re sorry that the experience left you feeling misled. Your feedback will be reviewed to help us address this issue and improve our communication on offers and pricing. If we can help at all now, please email me charlie@tuin.co.uk Kind regards Charlie from Tuin

Posted 3 weeks ago

“There was a 5 month delay in delivery and the communication from Tuin was poor. When I came to erect it, There was some badly made logs which I had to eventually alter myself after getting no response from the technical support for over a week. Absolutely awful experience”

Helpful Report

Posted 3 years ago

Hi Jonny, I'm sorry you have not received a reply to your review sooner, this is being looked into. Sadly, we have only recently been given access to do this. We’re very sorry to hear about your experience. A five-month delay and poor communication are unacceptable, and we completely understand your frustration. We also regret that you had to make alterations yourself due to unresolved support issues. Your feedback is invaluable, and we will work to improve both our communication and product quality. If there is anything I can now help with, please email me, charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 3 weeks ago

“I paid Tuin the full amount for a cabin in November 2020, they sent the wrong cabin which was returned. November 2021 i still didn't have the cabin i ordered. I've now cancelled and got a full refund. The customer service of this company is by far the worst i have ever had the misfortune of dealing with. Customer services can only be contacted by email. They can take up to a week to respond to emails. I was constantly chasing them to respond to my emails and get updates. My experience wit Tuin was so unbelieviebly bad, i've written a blog https://tuinreviews.co.uk . I recommend you read it before placingan order with Tuin.”

Helpful Report

Posted 3 years ago

Hi, Firstly, I apologise we did not reply to you sooner, we do only now have the possibility of being able to do this. We sincerely regret the frustration and inconvenience you experienced with your order. This is certainly not the level of service we strive to provide, and we apologise for the delays and communication issues you encountered. We appreciate your feedback and take it seriously as we continue to improve our customer service processes. If there is anyway we can now help, please reach out to me directly to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 3 weeks ago

“I was about to order from a different supplier but was tempted by a limited time discount offered on a Tuin Blackpool cabin, reviews of Tuin on YouTube looked good (don't they always!?!) I had slight reservations in that they are a Dutch company, and UK buyers have no real legal redress in the event of problems. They also brand themselves as Dutch/German quality. And having lived in NL I can assure you that Dutch and German quality are definitely not the same 90% of the time. There is a UK agent, though, so I tried to place my order. To cut a long story short they did not respond to many, many phone calls or Emails. Typisch Nederlands! I eventually got a standard response saying that they are very busy and would contact me when it was my turn This customer attitude is just sooo Dutch. Not at all German I never did hear from them, and the offer price ended months ago, with a 25% price hike If this is how they treat you before you buy, how bad will it be after they have your up front payment in the bank? And after Brexit the EU trading standards won't apply to us. It's a risk. So although I love the look and size of the Blackpool, my money remains firmly in the bank. I've missed the summer season now, too. So maybe December will bring a deal from a UK supplier. Caveat Emptor. Verspil je tijd niet met deze flapdrols!”

Helpful Report

Posted 3 years ago

Hi, I am sorry for how long it has taken us to reply to you. Sadly, we did not previously have access to do this. We appreciate your feedback and regret that you were unable to reach us when you needed assistance. Due to high demand, our response times were unfortunately impacted, and we apologise for any frustration this caused. We strive to provide quality products and service, and we are continuously working to improve our communication. I would like to help now, if it is not too late, if you would like to email me directly to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 3 weeks ago

“We paid for a Bespoke at 6k as we ga previously bought from this company and knew the quality was good apparently not when you go fir a bespoke took an age to arrive primarily blamed on covid and issues reaching out to holland as Roy says they promise lots but what you get is very different and there handling of complaints is shocking we are still chasing missing parts one being a window that they just did not include 4 months later still waiting DO NOT USE THIS COMPANY”

Helpful Report

Posted 3 years ago

Hi Vicki, Firstly, I am sorry we did not reply to your review sooner, we have only now had access to reply to our reviews on here. We apologise for the significant delays and missing parts with your bespoke order. It's clear that our communication and handling of your case have not met your expectations. We understand how disappointing this must be, especially after your previous positive experiences with us. If you do feel that there is anything that we can still help you with, I would love to explore this with you, if you would like to email me to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 4 weeks ago

“Tuin Tuindeco UK is an absolute nightmare to deal with when things go wrong. I hate giving a bad review, but in this in-stance I feel it is unfortunately justified. All the staff at first, seem to be really nice and helpful and full of promises and say the things as a potential customer that you want to hear. Trust me though when things go wrong this is when you find its all just broken promises. Ordered the #Tuin Barbara Log Cabin Gazebo March 2021, paid £2350. When it arrived direct from holland all seemed fine, checked the parts against the list they sent and everything checked out, although you have to go off just basic shapes. How-ever I was not prepared for ZERO quality checks of stock sent out to customers: • Parts missing, • Incorrect parts sent, • The Roofing Adhesive to be 2 years out of date I thought oh well a company with lots of good reviews on its website (I never noticed that they are old reviews on the Barbara log cabin page from pre 2019 no recent reviews I should have checked trustpilot where there are more recent genuine reviews good and bad). We were promised the earth but nothing has materialised. All I did was email and email and ring and ring and always the same broken promises from people who all sound nice and helpful, but over and over their promises never materialised. 4 corner diagonal supports were in-correct. We were told up to a 6-week delivery, this was after we had erected the cabin as we were not to know the supports were incorrect until we came to attach them at roof level, as the manual does not show any grooves missing which is what ours were missing. 2 were the incorrect size, again the manual does not show this. No screws or bolts. These were not actually mentioned on the manual so because the timber all slotted together so tightly and snug and seemed to be quite solid, we thought maybe it does not require any, just nails for the roof which were included. When we had issues keeping the building square as we got up to roof level, I contacted Tuin Support who informed me that we definitely should have screws and bolts. So we had to buy all these ourselves, as again we were told up-to a 6 week wait. Storm brace kit. We paid extra for was that badly warped it was unusable, again up to a 6 week wait. The EPDM roofing adhesive. That was 2 years (June 2019) out of date and rock solid. We were told this would be with us shortly as it was in stock. After a week of constantly chasing for this and other numerous issues, we were informed that all their stock of roofing adhesive is out of date ( I mean who keeps out of date stock). We were told to buy this ourselves and we would be refunded in 5 days, 17 days later it finally went into our account. First problem email was sent on June 6th when the cabin was erected, it is now July 1st and still no replacement parts have arrived and still no courtesy follow up email from #Tuin #TuinLtd #TuindecointBV #logcabins #Tuindeco #Gazebo @Tuin @Tuindeco @TuindecointBV @TuinLtd www.tuin.co.uk”

Helpful Report

Posted 3 years ago

Hi Roy, I do apologise that you have not received a reply from us sooner, sadly we did only now get access to be able to do this on here. We apologise for the poor experience you had with your Barbara Log Cabin order. Missing and incorrect parts, along with the out-of-date roofing adhesive, are certainly unacceptable, and we regret that we didn’t meet your expectations. Our goal is to provide high-quality products and responsive support, and we understand that we didn’t deliver on this occasion. Everytime, an error does occur we do review this, to prevent this from happening again in the future. That being said, I would like to help with anything I can now, if that is at all possible. You can email me directly to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 4 weeks ago

“well what can I say the cabin was delivered a day early and the driver was fantastic. It all went downhill after that!!! We ordered the Max cabin and an additional side window at extra cost. Before placing the order we asked if the Georgian bars were fixed or removable and were told that they could be removed. When we eventually got the windows into the house, we noticed that the mode of construction used did not allow them to be removed (we had a cabin before and we knew how the bars should be constructed if they are indeed removable). And so the race to a resolution started. We asked again, and were told a SECOND time that the bars can be removed, and we were even sent a photo to clarify. We examined the windows again and came to the conclusion that this was not the case and so sent a further email. This time we were advised to get a carpenter to quote for removal of the bars. We decided we would do our own investigating - and found that if the bars WERE removed, then we would have 32 separate pieces of glass to account for BECAUSE THE WINDOWS AND DOORS ARE A PERMANENT GEORGIAN FEATURE!!!!!!!!!!!!!!. This then meant that the additional window did not match (we had intended to simply not use the window bars on the doors or the windows). We went back to Tuin and received a brief apology, an explanation that the design had changed "after our order had been placed", and that we could have a £50 refund!!!!!!!!!!!!!! We took this as an insult and refused. We then had the issue of the non matching windows - we requested a bespoke make to ensure consistency in the design of the cabin - we were told this could not be done. We have now realised today that the additional window opens INWARDS which is not shown or explained on the website. We are still waiting for a resolution. We would advise anyone wishing to purchase a cabin to visit a showsite and purchase directly from a local supplier who fully understnads what it is they are selling. Tuin do not seem to be able to provide factually accurate answers to simple consumer questions and this has now cost us in excess of £2500 for their lack of knowledge.”

Helpful Report

Posted 3 years ago

Hi John, I am sorry we did not get back to replying to your review sooner, we do only now have access to be able to do this. Thank you for sharing your feedback, and we’re truly sorry for the issues you’ve encountered with your Max cabin order. We understand your frustration regarding the Georgian bars and the window discrepancies. Our goal is to provide clear and accurate information, and we apologise for the confusion. I would be happy to look at this with you now, if there is anything to help with on this, if you could email me to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 4 weeks ago

“Purchased an Ulrik cabin after may months of reading reviews, and making preparations for a good concrete basis with a ready made armoured cable electrical supply. The cabin arrived on the 9th April 2021, with no fuss and placed perfectly for later construction. With no real carpentry skill the cabin was easily constructed with the help of my son and a friend. Within 1 day the whole structure was assembled, and with only minor issues along the way. I have subsequently treated the cabin with its first coat of Carefree clear treatment. The treatment goes on very well, changing the initial light wood colour to a more golden colour, making it to my mind in even more attractive. All in all a lot of effort and planning, but well worth it for what is no doubt a lovely high quality cabin. All ready had many many compliments from my neighbours.”

Helpful Report

Posted 3 years ago

Hi David, We’re thrilled to hear that your Ulrik cabin experience was a success! It’s wonderful that you were able to assemble it so quickly with the help of your son and friend. The Carefree treatment definitely brings out the best in the wood, and we’re glad it turned out beautifully. It sounds like all your hard work and planning really paid off – enjoy your cabin and the compliments from your neighbors! Kind regards, Charlie from Tuin

Posted 4 weeks ago

“Absolutly great cabin. Not very detailed instructions but looks well when figured out.”

Helpful Report

Posted 3 years ago

Hi Terry, Thank you for your feedback! We're glad to hear you're happy with your cabin. We’ll definitely take note of your comments about the instructions to help improve them in the future, this is something our team are looking to work on for 2025. Kind regards, Charlie from Tuin

Posted 4 weeks ago

“Nice enough log cabin but no timely support whatsoever Their free shingles is a mockery of an offer and with no timely reply from them I was forced to purchase three further packs from Iko to finish the roof. I now have the same issue with the floor. It measures 4.7x2.7=12.7m Tuin supplied 6 packs that each measure 1.62x6=9.7m Even with an unacceptably gappy 4 inch trough around the edge, wide enough to trap your foot, there are not enough boards. Free shingles is one insulting thing but I paid quite a lot of money for a floor that is apparently 3 square meters short. Can you send more boards or explain how you can fit a whole floor with 25% missing? As an aside it would be pleasant if the planks were not 25 cm short of the width of the cabin”

Helpful Report

Posted 3 years ago

Hi Tim, Firstly, I apologise we have not replied to you sooner, we have not had access to do this until recently. We apologise for the inconvenience you’ve encountered with the free shingles offer and the flooring issue. We take all concerns seriously, and it's disappointing to hear that the materials provided were insufficient. I know that time has now passed, but if I can still help get this rectified for you in anyway, please email me directly to charlie@tuin.co.uk Kind regards Charlie from Tuin

Posted 4 weeks ago

“Tuin useless customer service - would have likes to review the cabin but cancelled.”

Helpful Report

Posted 4 years ago

Hi Robert, I am sorry we have not gotten back to you sooner, unfortunately, we did not previously have access to do so. We're sorry to hear about your experience and regret that you had to cancel. We take feedback seriously and will work on improving our customer service. Thank you for sharing your thoughts. I would like to help in anyway, if this is not now too late, if you could email me directly on charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 4 weeks ago

“Just taken delivery of my Emma Corner, I can see on this forum people are venting about how tuin say they respond in 30 minutes, yet we are in a global pandemic and quite frankly i think any goodwill of patience pays off. To hold tuin to this claim of 30 minutes given the situation we are in is very unfair and being a company owner myself, i know how hard these times are. It did take a couple of days to get a response but I did get one, which matters. The cabin none the less is here and arrived in fantastic quality, could not be happier with the product.”

Helpful Report

Posted 4 years ago

Hi Lee, Thank you for your understanding and patience! We truly appreciate your feedback, and we’re glad to hear that you’re happy with the quality of your Emma Corner cabin. Kind regards, Charlie from Tuin

Posted 4 weeks ago

“I initially got in touch with tuin, for bespoke log cabin, on 16th May sending my plans and specifications that wanted. Got a costing through on 19th June, paid the £100 deposit for the plans, eventually got the plans on 3rd September which have got the wrong log thickness on them. Have sent an email with URGENT on it as it is their error, no response, tried ringing, left on hold for 5 mins then told it would be quicker to email. On average it's take 3 weeks for a response from them via email. I wish I'd never ordered from them now, but the concrete slab was laid at the end if May!!!! I never dreamt it would 16 weeks & counting”

Helpful Report

Posted 4 years ago

Hi Lynda, I am sorry for the delay in us replying to you, we sadly did not previously have access here to do this. We apologise for the delays and lack of communication you’ve experienced with your bespoke log cabin order. We understand how frustrating it must be, especially with the preparation already completed on your end. The incorrect log thickness on the plans and the prolonged response times are unacceptable. This is not the service we normally strive to achieve. I know there has been time that has now passed, but if I can still help in anyway, please email me directly to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 4 weeks ago

“The deliver was excellent on time and the driver brilliant The Emma corner cabin cannot fined any problems build quality excellent The down side is the customer services as they now have my money no one will pick up the phone or reply to any of the 5 emails I have sent to them with in a week The reason I feel p——- is I have an exceptional log cabin but on paint to protect the cabin from the elements Yet Tuin claim to reply to emails within 30 minutes”

Helpful Report

Posted 4 years ago

Hi Andrew, I am sorry it has taken us this long to get back to you, we did not have access on this account until recently. We’re pleased to hear you’re happy with the quality of the Emma Corner Cabin and that the delivery service met your expectations. However, we’re truly sorry about the delays in responding to your emails regarding paint. This isn’t the level of service we aim to provide, and we’ll address this to improve our communication and support. I would be happy to look at this again with you if this is not too late, you can email me directly to charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 4 weeks ago

“We ordered a summer house from Tuin which we were initially happy with. Unfortunately the product is very badly designed and the door handle hit the window that is next to it when it was blown by the wind as it was being opened (there is no warning about this on the paperwork). The window now has a sizable crack in it (which shows how fragile the glass is, as I don't believe the door handle could have hit it that hard). Customer services were really unhelpful and advised that we should fit a hook and eye (this should either be part of the design or customers should be instructed to fit one). We then got a slightly patronising reply comparing the situation to opening a car door carefully. Really disappointed!”

Helpful Report

Posted 6 years ago

Hi, Firstly, I would like to apologise for the long delay in us getting back to you on this, sadly we didn't previously have access to the account on here to do so. We’re sorry to hear about the issues with your summer house and the frustration caused. Your feedback about the design and customer service is invaluable, and we’ll take it into consideration to enhance our products and support. If there is anything that I can help with this now, please email me directly to my email charlie@tuin.co.uk Kind regards, Charlie from Tuin

Posted 4 weeks ago

“Having investigated a wide range of company's manufacturing and supplying log cabins, Tuin not only offered a great variety of sizes and designs but also offered the most competitively priced and highest build quality. There on line catalogue and ordering is excellent and their support service throughout the whole process from ordering to delivery is peerless. Tuin additionally have the most detailed advice videos and online and phone support to ensure the purchaser receives a service that is second to none.”

Helpful Report

Posted 7 years ago

Hi Charles, Thank you for your glowing review! We’re delighted you found our variety, quality, and support services exceptional. Kind regards, Charlie from Tuin

Posted 4 weeks ago

“Bought a log cabin home office from them, delivery was amazing as we're not very accessible for large artics. Pre-sales to sort it out was very good and the quality of the cabin is great - would fully recommend!”

Helpful Report

Posted 7 years ago

Hi Kerr, Thank you for your fantastic review! We're thrilled you’re happy with the quality of your cabin and the delivery process. We appreciate your recommendation! Kind regards, Charlie from Tuin

Posted 4 weeks ago

Tuin Reviews