Pheasantandco Avis 35

Sold as 'kiln dried logs with a very low moisture content'. Sadly, this is not true and is disappointing. The 'logs' are cut very roughly - all different sizes and some very large cubic 'chunks' rather than logs. Also many (over 30%) have green moss and mold on them, which I am pretty sure doesn't grow on 'very low moisture content' surfaces. Further, no communication at all to let us know whether the order was on its way or when.

Update March 2024:
This review was originally questioned by the company, as they felt it was 'defamatory'. Unfortunately, there doesn't seem to be a way I can upload photographs, but I did send some to both Trustpilot and to the company (Trustpilot reinstated my review). The company then said it was the courier who was at fault. I pointed out that the courier had had the wrapped package for only 3 days. Unlikely that that extent of moss would grow in that time on so-called 'dry' wood. I also gave the company opportunity to discuss which part of my review they regarded as unobjective and 'defamatory'. They've chosen not to discuss that with me, although they have asked me several times to remove or update my review. I am happy to provide the correspondence to Trustpilot should it be needed.

On the upside, they did eventually agree to a partial refund. I am grateful for that, but it does not negate the validity of my original and factually accurate comments about the wood. It was also a fairly protracted process to obtain a partial refund. I do acknowledge that they have sought to rectify the matter, and thank them for that. I have therefore increased the rating from 1 to 2. I have also reflected on this carefully to see if I could up it to a 3 but, on balance, it really wasn't a 'neutral' experience (which would have scored a 3). It wasted a lot of my time.

The company says it was only the one bag that was like this and no others have had this problem. In fairness to them, I've only bought one bag so cannot comment on the rest of their wood. I was only commenting on mine. It may have just been an unlucky one.

Again, I invite the company to discuss with me if there is anything that does not reflect the facts of what has taken place.

And for transparency (because I understand that people's scoring may differ), my scoring criteria are as follows: 1 star=poor product and/or service (won't buy again); 2=poor product and/or service partially mitigated (but prefer not to buy product/experience again); 3=neither here nor there - does what it says, but nothing really stands out (neutral); 4=good product/service (well made, quick delivery, no problems OR responsive and prompt rectification - if needed - without any quibbling); 5=excellent product/service - no need for rectification or, if there is such a need, a willingness to go 'above and beyond' with courtesy and generosity to rectify a mistake. Being transparent about my scoring will hopefully allow users to make up their own minds. Which is what Trustpilot should be about.

Poor communication.
Disappointed that an expensive bespoke product was delivered with incorrectly sized members, and the advice given to me was that I would need to cut the timbers for them to fit.

Good quality product (pergola kit) that was put together easily. Good customer service too

Perfect Product good quality and delivered well
Erected in 3 hours and looking good

Great customer support. Although I had to cancel my order, the cancelation process was painless and company was really helpful.

Great product, good packaging , fantastic communication and fast delivery. Would highly recommend

Arrived when they said it would and was exactly as described

Great product, great communication and great after sales support. Need I say more? I don’t think it’s necessary. 😃

I bought the Cube pergola for my garden and loved that I was able to customise the size so that it would fit my space perfectly. Pheasant & Co were very helpful in answering my questions prior to my order, and also very quickly resolved an issue I had with the order. All in all, delighted with both the product and service.

I bought the cube pergola and couldn't be happier. The design has really been thought through, making assembly very easy.
Great modern looking pergola. Customer service also top drawer. Thanks guys for a well thought out product

I was pleased when my pergola arrived promptly but am even more happy now that it is erected. So was my carpenter as he said the ready made kit was easy to work with and saved him hours of work. The Cube design is perfect for a new modern house - I would have no hesitation in recommending Pheasant & Co.

I love the cube it’s stunning. There was a slight problem with the beams but the customer service was superb and it was very quickly resolved. Would highly recommend Pheasant and Co

The large car port arrived on time. 3 weeks
The finished product was looking good
It will have to be assembled on the 17th September
When I have a strong son to help me
It looks easy to build but very heavy
Thank you Ross for all your help
Looking forward to putting my classic car inside

Thoroghly recommend Pheasant & Co! Ordered a garden building from them which was a very easy process. Then it came very quickly, and was well machined and easy to put together. Excellent value! :)