Pickawood Reviews 

Man kann es nicht besser machen! Echt sensationell!
Ein unglaublich toller Customer Journey!

We wanted a large dining table which could be extended. But it had to be 120cm wide and most are only 110cm wide. After months of searching, Pickawood seemed to be the best option.

Then along came 2021 and the final act of Brexit. So we held off until the UK sales operation was in place.

We ordered the table in mid-September 2021 with a delivery estimate of between 13 and 15 weeks. It arrived after 18 weeks, which allowing for Christmas and New Year, was to be expected.

Two weeks before we received an email advising the table had been despatched but heard no more until it suddenly arrived. On a large pallet. Luckily we were in otherwise who knows what would have happened, especially as most deliveries are left outside these days?

We ordered a solid oak table. It came in three pieces. A box with legs, another with the two end extensions and one for the table top. If the pallet had been left outside in the rain, the £2.5k table would have been ruined. Just a thought!

The pallet came with no documentation or instructions. We knew we had to assemble the table but instructions would have been helpful. There are none on the website.

Then we hit a solid brick wall. How to remove the table top from the pallet? The top was 170cm x 120cm and extremely heavy. Two of us couldn't carry it. Eventually, after attaching straps, I was able to pivot it onto a long side and slide in into the house.

Removing the outer box was a challenge, as was moving it into the kitchen. Then the second brick wall appeared. How to attach the legs and get it righted? It was still on its side.

Remembering the adverts for obtaining a commission in the armed forces (gives away my age), I was able to attach two legs and then pivot the table top over two chairs and place stools under the end without legs. Easy when one knew how but took a lot of head scratching and expletives.

The table is now in place and we're pleased with the look and quality. Not too pleased with the unexpected headaches.

So, my advice to Pickawood is:

1. Improve your delivery times, I can't imagine you have to wait for the oak trees to grow.

2. Make sure the UK delivery schedule is communicated to the recipient. Everyone else does.

3. Include assembly instructions with the order and on your website.

4. Finally and this is important. Warn potential buyers of the product weight and the need for able bodied assistance when assembling heavy items. And the risks involved, of personal injury and product damage.

Ours wasn't the largest available table. One can order a top 220cm x 150cm, 50% bigger than our one. I dread to think how much that would weigh.

Our existing, solid wood table was 170cm x 120cm and easy to move. But it wasn't oak and we never anticipated the additional weight. Our mistake but we could have been warned.

So only three stars (which is more than most have left). The table quality deserves five stars but the customer experience could have been so much better.

Easy to configurer. Delivery on the time stated. Easy to setup. Looks very good. Quality is high.

Terrible experience, please avoid if you're in the UK.

Ordered a custom shelving unit 19th January 2021... over 7 months later and it has still not been dispatched.

Initially received an email a week after the order, saying that due to Brexit I would have to pay the VAT and customs duties and then have them refunded... fine.

Then nothing from them, for a long time. I contacted them in early June, only to find out this was no longer then plan – they have embarked on creating a UK business entity in order to be able to ship their products.

They were very vague about why they need to do this, and provided no reason why the original plan of me paying the customs charges was changed... nor did they inform me on this pro-actively – I had to read about it on the website after wondering why the order was taking so long.

Since June they have been stringing me along for another 2 months so far, saying it will just be another couple of weeks... every time I email them they need another couple of weeks.

I am a very patient person, and I appreciate that Brexit and the pandemic have caused issues throughout the supply chain... but this is ridiculous. Other EU companies have delivered products to me with no problems at all. The main issue I have is with the poor communication and lack of ownership of the problems.

I have repeatedly asked for a refund – they have had my money since January and not delivered anything in return – but they have ignored this request and keep saying they need more time.

So to sum up – do not use the company! You could probably walk across the continent to their warehouse and carry your furniture back piece by piece in the time it takes them to actually deliver it.

Some of the parts that were delivered were the wrong size and wont fit in the gap in my room. The company kept telling me they were re-making them the right size, but I never received the remade part (or rather, I received 1 remade door, which was still the wrong size). They have also ignored my requests to refund me, and because delivery took so long, I've missed the window where my credit card company would help recoup the money they owe me.

21 WEEKS TO MAKE AND DELIVER A SIDE BOARD?... FULL OF EXCUSES... APPARENTLY THE SAME ONES USED IN MARCH WITH REGARD DHL AND IMPORTING TO ENGLAND DUE TO BREXIT
I WAS ORIGINALLY PROMISED 8-12 WEEKS
YOU CANT GET THROUGH ON THE PHONE EITHER
WHEN WILL MY JOINERY ARRIVE?... WILL IT BE INTACT?... WILL IT HAVE ALL THE PARTS????

Very long delay. OK, Corona!
Parts damaged during transport. OK, it happens.
No mounting instructions and online instructions not relevant. Hum ... I can still figure it out. Mistakes happen.
Parts cannot be assembled due to wrong machining or wrong hardware. Now it's too much. Pickawood do not deliver on their promises!

Do not buy from here, unless you want to spend endless days chasing for an update...

Having ordered my wardrobe in November, before Brexit, with an estimated delivery date towards the end of January we are now in March and there is still no sign of when this wardrobe will arrive. The company requires you to pay the money upfront which is in part the issue here, since these goods are very expensive.
Whilst I am aware there have been challenges with Brexit and the importation of goods into the UK, the customer service i have received is unacceptable. I receive better customer service from my local supermarket when i spend less than a pound on a pint of milk.
Pickawood is taking no responsibility for the situation, explaining that the problems are out of their hands. I am sure this is an awful time for some businesses but customer service is within their control.
I have received many other deliveries for my property on time over the passed few months from outside the UK.
If you do order from her, please expect weeks before your e-mail is responded to even though it will have been seen and if you do get a response I doubt it will offer a solution.
The fact of the matter is they have my money and i don't have a wardrobe. An easy option, since i have now spent numerous hours trying to contact this company, would be to offer me a refund so I never have to deal with them again but alas "it is not their fault" so a refund is not an option....
I am sorry to have to write a review like this but i am left with no other option when my e-mails and phone calls are ignored.
Pickawood if you do see this please respond to my request for a refund as soon as possible.

Don't buy if you are in UK.
Still waiting after 4/5 months. After chasing the order I was told it had been made incorrectly, and had gone back into production. Couple of days after that we were told they cant deliver but they are sorting the problem. Bearing in mind it is now start of March, two months after Brexit, I don't understand why there is no solution to the shipping problem. Absolutely no indication of when this is going to be sorted or delivered. Awaiting another email!! Email received from Pickawood: Order 94163:
Hello,

thank you very much for you request and furthermore for your patience.

Unfortunately we don't have any option to send our products to the UK at the moment. The reason for this current situation is that we don't have a subsidiary company based in the UK. Even the untaxed and duty unpaid import is actually not possible. We are constantly working together with DHL Freight and their shipping companies staying in touch with their duty departments experts each day. We really would like to ship the UK-orders finally again, but because of the bureaucracy our hands are tied for the moment.

We are working full steam to realise the shipping and keeping you updated if there are any new informations regarding the shipment.

It is a concern that it is still possible to place an order for furniture on the website even thugh as they say themselves above, they can not ship.
The company reply below makes reference to quality of furniture, as I have not recieved any furniture I can not comment.

I have not experienced such poor service in a while. We have ordered a bathroom cabinet in July.
- the delivery took longer than originally planned
- on the first delivery date no one showed up
- when they delivered it, we found out when building the furniture that some pieces were not for our furniture
- indeed packages were mixed up and we got half of someone else's order
- we were asked to repackage the pieces and were sent the name and address of the other customer - which is not in line with data protection regulation
- we then received the package directly from the other customer
- the glass surfaces were chipped
- after a very unfriendly call with customer service, which had very little sympathy for why I would be upset, after 4 delivery dates and 2 unsuccessful assembling trials, they offered to send new sets of the glass surfaces. Customer service made sure to clarify that they had the right to correct the mistake in the product, but failed to address any of the other issues.
- we received two new doors, which during our THIRD attempt to build the furniture, we found out that they don't fit the size of the cabinet we received.

We are now waiting for a response, but I can genuinely say I am SO tired of discussing with them and having to explain that it is not ok to offer such bad service after we have paid full price. I mean, I get it if something sometimes goes off plan, but this is just too much.

So after almost six months, we paid full price and still dont have a bathroom cabinet (instead a bunch of randomly sized boards). I guess this qualifies as poor service.

I have ordered three times furniture to Pickawood. I am very happy with it. It allows me to have exactly the furniture i want and fits the space . The compter drawing application is easy to use.

The whole process managed by Pickawood went extremely well. Design of the shelf was easy and I managed to accommodate all my wishes. The order placement and acknowledgement was agreed w/o any problem. Delivery and assenbly were done as early as agreed and with right quality.

The worst experience ever: I have been waiting for my furniture for more then 6 month, and waited in vain at three different moments to get my furniture delivered. Finally, the customer service is awful. I would never recommend a firm with such a poor quality of interaction with the client.

Sehr gut! No issues, very nicely packages and nicely created wood samples!

Not gread but seems to do the job.

Parcel was delivered with 3 weeks late. It was ok but we missed some part, and we need to wait another 5 weeks...

The free samples with free shipping enabled me to get a good feel for which material I wanted, I loved that they do this! The staff in the Hamburg (Germany) store are also super friendly.

I order a set of wood samples and they delivered them as expected