Planks Avis 37

Overall, I’m very happy with the quality of the shelves. There was a slight delay in production on the supplier side, so it took a bit longer than expected, but the end result is excellent. I had some delivery issues with UPS (not Planks fault), but it highlighted one major frustration: the lack of a contact telephone number. While Lucia (at Planks) was responsive via email, relying solely on messaging to resolve complex courier issues was quite stressful. Great product, but the customer service process could be more accessible.

Wow, such a great experience from start to finish, we could not be happier with the quality of the product (large table top) or the excellent standard of the experience- the oak table top is absolutely beautiful. Really nicely finished and the packing ensured it got to us in perfect condition. We will definitely be using Planks again. It is heartening to use a private company that has done such a stand up job.

First rate communication, excellent quality oak shelves and brackets….a superb experience working with this Company. Highly recommended without hesitation.

Totally happy with the product, feedback and updates throughout the order process. Highly recommended 👌👍

Great quality wood supplied at a reasonable price promptly.

Excellent for my needs

Excellent communication. Top quality wood, cut to length precisely. Packaging excellent and delivered as promised. I will use again.

I ordered well in advance. I only needed one piece of wood for a sill and I was promised it would be delivered by a date. Then I get am update saying it won't be delivered on time and now won't be here in time for fitting. One piece of wood! I would try elsewhere. Adjusted later as customer service was good. Still inconvenient but full refund offered and an apology given.

Great product, very friendly helpful staff, and fast response to questions including how to finish the oak. All round very good experience. Just about to place another order which I guess says it all.

Great customer service! The wood I ordered came with a small dink in it. Planks customer support were excellent - offered a straight replacement or a 10% discount - with no delays or quibbles.

Really great experience from this company.
I ordered a piece of Oak for a project in the home. The ordering process was straight-forward and payment was easy.
When the piece of Oak arrived I was delighted with the quality of the wood. the size was spot on (I ordered a custom size) and fitted exactly. Very please with the result.

Products delivered even earlier than advised, very well packaged. The shelves were extremely solid and well made, exactly as expected and very easy to fit.

Good quality product, very efficient service, got exactly what I requested

Great service. A fine piece of oak was delivered on time and very well packed for protection.

Planks cut exactly to length, and planed all over, a light sand and take the edges off and you’re good to go. No need to trim whatsoever (used for a desk). Great quality timber and great service from Lucia who sorted out a minor issue within the hour. Will definitely use again: highly recommended.

Ordered 2 relatively small oak boards.
After reading some of the more negative reviews on here I was slightly concerned that I was in for a hard time.
I wasn't, my items arrived bang on time and are great quality.
Great service and nice quality.

Edit: after hearing about the issue below, the team themselves (James) is personally delivering a new unit just a couple of hours after they became aware of the problem.

There team explained that they will review their courier choices, but finding a reliable one nowadays is challenging (totally understandable).

Whilst it's not been the smoothest process, they've gone above and beyond to fix an issue that was essentially manufactured by UPS.

Original review:

Really disappointing experience ordering from Planks, largely due to how delivery has been handled.

From the start, communication was patchy. I had to chase for a delivery update as I received no emails after order confirmation. When I finally got tracking details, UPS claimed they’d made five delivery attempts — yet at no point did anyone ring the doorbell, leave a card, or call me. I’ve been home for multiple of these so-called “attempts”.

To make matters worse, UPS don’t provide the customer’s phone number to the driver, so there’s no way for them to contact you even if they wanted to.
When I called UPS directly, their phone system didn’t even match the online tracking, making the tracking information effectively useless.

At one point the item was marked as return to sender after a single supposed attempt, despite me actively trying to rearrange delivery (which the UPS system wouldn’t allow). Even now, tracking shows “Final Delivery Attempt Made” despite no actual attempt being visible from my end.

Order date: 19th December
Planned delivery: 16th January
Today's date (still not delivered): 30th January

Planks staff were polite, but the overall experience has been frustrating, time-consuming, and avoidable. If you’re ordering something large or important, be warned: the delivery process is unreliable and poorly managed.

I wouldn’t order again unless they seriously rethink their courier choice.

What went wrong and what went right (at the end):

* three floating shelves ordered on 17.11.2025 with assured delivery on 12.12.2025. Shelves or communication that they would not arrive, were not sent.

*trying to communicate with this organisation is not easy, no telephone number; chatbox provides you with incorrect information; and emails are not replied to when promised.

*Shelves were then promised to arrive on 19.12.2025 (a real"insult to injury" was that on the 12th (when we were trying to find out where our shelves were and there was no one who would/could communicate) the website advertised that if you ordered before noon, you would receive your order by the 19th. (They couldn't even deliver our order after 3 1/2 weeks!). We did receive a £20 voucher towards any future orders. However, we made it quite clear we would not order again and the voucher was then changed into a refund, which was appreciated.

* 19.12 we were on holiday, so arranged for two neighbours for cover the day. On the evening of 18.12 (while on holiday abroad) we received a courier email that delivery was 22.12. So, had to cancel/ re-arrange various neighbours to ensure someone would be able to sign for delivery. On Friday 19.12 we received a message from our neighbour that on return from the school run, he found shelves propped up against the wall........

*22.12 On return from our holiday we had a quick look at the shelves, wood looked OK - a few places where there could have been a bit more sanding, one of the corners had a slight damage but we were happy to sort it with some glue and a clamp. We put shelves on the side to concentrate on christmas and visitors.

*January 2026 Time to install the shelves, discovered that one shelf was 25mm thick and not 30 mm as ordered. At time of ordering we were unsure about length of third shelf so when it arrived 10 cm shorter that the other two, we thought we had decided to order a shorter one. However, with the incorrect thickness, we referred to our order, and all three shelves ordered,were the same length. So we probably had received "someone else's shelf".

*A new shelf was to arrive on 26.1 and the company did agree (after some emails) that we could return the incorrect shelf after delivery so packaging material could be re-used.

26.1 new shelf arrives with a hole in it - from a knot in the wood but the knot had fallen out.
We were offered a new shelf with the fixing holes in exactly the same place as our current shelf (the wall is now starting to look like a swiss cheese). Also, the depth of the holes in the wood are not all sufficiently deep that the fixings fit.
We were also offered a 20% (£20.61) refund for the inconvenience suffered. (Considering late delivery, then changed delivery, wrong item delivered, not being able to contact the company easily - numerous emails and some ineffective chat box communications, days having to stay in to wait for delivery/ collection), then faulty delivery, the £20.61 is not exactly generous)

*27.1 collection of faulty plank never took place as the courier company was directed to the address used on the 19.12......

*28.1 At this stage we decided to just live with the faulty plank as we now have lost all confidence in this company. With our experiences the chances of them getting a new plank with the holes drilled in the right place were minimal.
We have cut our losses, received an additional 20% discount and hopefully the faulty plank will be collected next week.

*Yes. Lucia is good at sending emails and we did receive an apology at the latter end of this ten week process but overall - pretty poor service.

30.1. James the owner of GetPlanks phoned to sincerely apologise for the unacceptable service we had received. All points were discussed - in some detail- and he very much took on board our feedback on both quality of product/workmanship/quality control as well as all mistakes made with deliveries/ collections. He offered us a 50% discount (incl. monies already received) on our order and, again, to replace the current plank (with a knot hole) but we are just at the end of the line with putting up planks. We have accepted the offer but we did say we were not removing our feedback and he fully understood,
However, we have moved from a one to two star experience rating as a result of the phone call (about 20 minutes) as James took time to listen to us and took onboard our feedback. Hopefully this will be put in place soon.

Update: the company has since refunded me in full and was very communicative.

The quality of my oak shelf was poor. There was a tool mark on one side which I sanded clean. The edges were also poorly sanded and I needed to finish. One edge had been badly sawn with a 2mm deep table saw mark. Fortunately this was against a wall.

The fixings are decent but the holes in the shelf were terrible: oblong openings and overly tight in the last 3-4cm meaning I needed to bang the shelves in way too hard.

Update. The company reached out to me and offered a partial refund so I have amended the rating accordingly. 27.1.2026
We ordered 2 made to measure oak floating shelves ready to finish off our kitchen before Christmas. The wood arrived on the day but non of the fixings so we couldn’t fit the shelves. When the fixings arrived 3 days later we found the they are useless. They went into the wall ok but we’re not strong enough to support the oak shelf. We have a builder and engineer in the house so no amatures fitting them. The design of these brackets meant there was no way to level the shelf. No video showing how to fit despite ‘Lucia’ directing me to one. Terrible design. Wish we had purchased floating shelf brackets separately. We’ve had fix support brackets so no longer floating! The oak was a little bit damaged in transit but nice quality, but £230 for 2 shelves is not good value especially now that we don’t have the look we planned. Very disappointed in the outcome and support provided by the company.

Delivered quickly. Was exactly what I wanted.