WoodandHeartsReviews of woodandhearts.com

Response from WoodandHeartsOct 27, 2025

Thank you for taking the time to share your detailed feedback. We're truly glad to hear that your kids love the product and that the assembly instructions were clear and helpful. We sincerely apologize for the confusion with the delivery. Large orders are indeed shipped in multiple boxes, and sometimes customs may split them further, which can cause misunderstandings. We’re also sorry for the inconvenience with assembly and missing hardware. Our support team and production specialists are always ready to assist with such issues. Additionally, all our products are covered by warranty, so we resolve these cases by providing replacements or other suitable solutions. We truly appreciate your patience and hope your family continues to enjoy the product.

Response from WoodandHeartsJul 15, 2025

Thank you for updating your review and for giving us the opportunity to make things right. We sincerely apologize for the negative experience you initially faced with the order process and communication. We fully understand how frustrating and disappointing it is, especially when investing in a product meant to bring joy to your family. We truly appreciate your patience and are glad to hear that your children are now enjoying the climbing set and that the assembly went smoothly. That being said, we take your comments about our customer service very seriously. Clear and timely communication is essential, and your feedback shows us where we must improve. We are actively working on strengthening our support processes and communication channels to prevent situations like this in the future. We also want to reassure you that all our products are covered by a 2-year warranty, and we also provide a 10-year warranty on the wooden nogs. Our support team is always available should you need any further assistance. Your experience matters to us, and we’re committed to making sure our service matches the quality of our products. Thank you again for your honest feedback—it helps us grow and improve. If you have any questions or need any follow-up support, please don't hesitate to reach out.

Response from WoodandHeartsOct 27, 2025

We truly appreciate your detailed feedback — and you're absolutely right to feel frustrated. We sincerely apologize for the multiple issues you faced, especially considering this was meant to be a special Christmas surprise for your kids. There’s no excuse — we made several mistakes along the way, and we take full responsibility. While we’re glad the replacement boards and partial reimbursement eventually reached you, it’s clear that the process took far too long and still lacked proper resolution when the screws were missing again. We did send a final replacement package with everything needed to complete the set, and we hope this resolved things for you. If there's anything still missing or anything else we can do, please don't hesitate to let us know. Your trust means a lot to us, and we’re committed to doing better.

Response from WoodandHeartsOct 9, 2025

Thanks for taking the time to share this—and for your patience. Your delivery landed toward the far end of our published window, and we understand that can still feel slow. Once an order leaves our workshop, delivery timing is in the carrier’s hands. While we can’t control their operations, we actively monitor shipments, escalate issues, and propose solutions to keep things moving.We’re glad the process ultimately matched what we promise, and we aim to make it feel faster next time. Your item is covered by our 2-year warranty, and we’ll support you throughout its use.