Reviews for Garden Buildings Direct show a split picture. Many customers report good timber quality, well‑fitting components and straightforward assembly when deliveries arrive complete and on time. However, a substantial number of reviews describe long lead times, missing or damaged parts and slow or unhelpful customer support. Several reviewers note they needed to pay carpenters or buy replacement parts, while a minority report refunds or dispute resolution via PayPal or credit‑card Section 75. If considering a purchase, check current lead times, request a full parts list before delivery and consider secure payment methods to protect your purchase.
Examples from available reviews (Nov 2021 – Feb 2026).
Delivery late, poor materials, missing parts, and a protracted refund process.
“Worst company I've ever dealt with”
Log cabin timber was excellent and delivery was on time.
“The timber quality is excellent”
Shed timber quality was poor and customer service failed to resolve.
“The quality of the timbers used are very poor”
Delivery delays forced cancellation but refund was provided promptly.
“I ordered the shed in mid-June with a 5-6 week lead time.”
Mixed delivery and fulfilment experiences: some deliveries arrive on time with helpful drivers, but many reviews report long delays, missed dates and poor fulfilment.
Customers diverge on price: a few say price was fair or good value, while several report paying for poor materials or extra contractor costs.
Ordering, assembly and use vary: some buyers describe easy ordering and simple assembly; others report missing parts, unclear instructions and extended delays.
Product quality reports split: many reviewers praise timber fit and solid builds, while a notable group describe warped, damaged or flimsy components on arrival.
Communication is a frequent complaint: reviewers report slow or no responses, unfulfilled promises to call back and inconsistent progress updates.
Overall impressions are polarised: roughly equal numbers of positive and negative accounts, from satisfied installations to protracted disputes and refunds.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Sitejabber (20) · Reviews (1) · Quotes shortened · As of: February 2026
Summerhouse is bright, comfortable and excellent quality at a fair price.
“My summerhouse from Garden Buildings Direct is my favorite place now.”
Customer service was poor and refund only obtained via PayPal resolution.
“Garden Building Direct .. Do not buy from this company what so ever.”
Customer demands refund and complains of no contact or repayment since July.
“You have gained interest in MY money since July.”
Warped parts led to build problems and the complaint remains unresolved.
“All the parts were warped...was told that wouldn't effect putting it up.”
Delivery delays forced cancellation but refund was provided promptly.
“I ordered the shed in mid-June with a 5-6 week lead time.”
Months of delays and poor-quality playhouse led to eventual refund.
“Everything takes *weeks* to organise, and every thing they try to do they screw up.”
Long delays, warped and missing parts, and unresponsive customer service.
“avoid this company like the plague.”
Long delays, warped and missing parts, and unresponsive customer service.
“avoid this company like the plague.”
Many unusable parts caused leaks and an extended six-month refund ordeal.
“The whole summer house leaked”
After five months the summerhouse still hadn't been delivered; refund requested.
“Now September 10th 2025 still no summer house”
Delivery delays and poor customer service left build incomplete.
“Still unable to put the roof on this log cabin after over 3 weeks since it was delivered.”
Late delivery and poor after-sales service with missing parts.
“Parts were missing or broken , no after sales help.”
Purchased shed with soft wood and parts that snap.
“The wood is so soft it won’t last 2 years let alone 10+”
Damaged and incomplete delivery with unresponsive customer service.
“Part of it was delivered damaged and several items missing.”
Received poor quality, warped and fragile shed, assembly impossible.
“completely gob smacked with the poor quality of the shed”
Faulty product and obstructive customer service prevented a refund.
“Customer service has been completely obstructive, demanding excessive evidence”
Twisted panels and poor part organisation prevented completion.
“the panels so badly twisted they could not be fitted”
Order not delivered and refund promised but not received.
“3 months later no shed, asked for my money back told it would be 14 days, 21 days in and no refund”
Delivery over eight weeks late with no communication.
“No show at all for over 8 weeks. Worst part is no communication at all.”
Replacement part promised but not delivered; customer service unresponsive.
“tracking showed/shows that it was/is just up the road from my house but no-one answering phones or live chat.”
No delivery date provided and cancellation request stalled.
“now its the 19th June and still no date!!”
Customer service is awful and dealing with the company is a hassle.
“Only thing that's simple about dealing with this company is giving them your money.”
Customer service impossible to contact, cancellation was difficult.
“They aren't that busy, they just don't want to talk to you.”
Parts missing and refund refused despite prolonged contact attempts.
“Parts missing. Tried for 6 weeks to get them delivered with no luck.”
Delivery and refund both missed their promised deadlines.
“didn't arrived within promised period of 11 weeks.”
Repeated failures and broken promises from customer service team.
“Absolutely appalling customer service”
Company ignores delivery estimates and has poor customer service.
“Totally ignore this Company' time estimates to deliver your product.”
Poorly made products delivered with missing parts and no assistance.
“Products are poorly made, bits missing and broken upon delivery”
Missing parts and slow, unhelpful responses stalled construction.
“I have called them to get an explanation still no response!”
Bought Fraya Log Cabin at a great price and delighted.
“Bought Fraya Log Cabin, great price and delighted.”
Extremely delayed delivery and long waits for missing parts.
“I've now been waiting 2 months for the missing items.”
Order incomplete and company ceased communication about missing items.
“We ordered the above item in Sept 2022 and still haven't received ALL the items”
Missing and damaged parts plus poor build quality caused major assembly issues.
“build quality is very poor”
Delivered early with wrong or missing instructions and poor resolution.
“No assembly instructions available”
Poorly made shed that leaks and rots quickly.
“it leaks like a sieve and rots”
Very poor workmanship and product returned as unsatisfactory.
“The workmanship is utterly rubbish.”
Cabin timber was low quality with splits, twists, and numerous defects.
“Timber is of cheapest quality available split, twisted, shakes and an abundance of knotts!”
Shoddy playhouse with splitting parts and poor customer compensation.
“They are happy to send replacement parts but don't offer any kind of compensation.”
Incorrect parts delivered causing repeated builder visits and delays.
“one end panel incorrectly delivered so could not build shed.”
Panels and boards were damaged and structurally poor, replacements refused.
“Almost all the panels have holes in it.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Garden Buildings Direct is a UK online retailer offering a range of timber garden buildings including sheds, summerhouses, log cabins, garages, greenhouses and playhouses. The company lists sizes, materials and prices on its website and ships to UK addresses. Consumers researching the brand typically look for product specifications, lead times, delivery options and after‑sales support information.