Alonso at Rathwood was very helpful with assisting us with our order, and made it a painless and pleasurable experience.
Thank you,
Roy Harper
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
See what reviewers are saying
I ordered firewood and while ordering I couldn’t access the code for a 30€ voucher.
On the following day I contacted the company and spoke with Rob.
He solved my problem and advised that a refund would be made.
He was efficient clear in his instructions and very courteous. Thanks Rob
Tried to order 2 bags of oak firewood but got no order reference yet they withdrew 271.40€ from my account on the 2nd December. Raised 2 customer services tickets on the issue and still no resolution They have confirmed that they don’t have any orders for the oak and have failed to return the money. Their outsourced help desk is no fit for purpose. The issue has now been resolved with the assistance of Luke and both bags have been delivered at the original price. In fairness their product is very good value for money and hopefully they will resolve the customer services quality
I spoke to Alonso regarding the Santa Train experience which I had booked for later on the same day. My girls had been sick during the night & it was absolutely no trouble to rearrange a time & date. Alonso was courteous & very obliging. Children can be unpredictable & a lot of Christmas activities I find have zero flexibility but I have nothing but praise for how rathwood treats their customers. Thanks Alonso.
Company details
- #8 of 8 best companies in Garden Furniture Shop
- #1 of 1 best companies in Event Venue
- #1 of 1 best companies in Family Restaurant
- #21 of 22 best companies in Women's Clothing Store
Written by the company
Rathwood is an award-winning family run furniture store established in 1994. Located just outside of Tullow on the border of Carlow and Wicklow, Rathwood is only 1 hour from Dublin. Our Children’s Events, Beauty Boutique, Maze of Ireland, Animal park, Forest walks, Woodlands Train, Play Centre and Restaurant are just some of the exciting and different activities that visitors can avail of when they visit Rathwood.
Contact info
Ireland
- www.rathwood.com
Well done Alonso!!
Alonso at Rathwood was very helpful with assisting us with our order, and made it a painless and pleasurable experience.
Thank you,
Roy Harper
Date of experience: 27 December 2024
Great customer support
Great customer support from Alonso. Thanks!
Date of experience: 27 December 2024
Never got delivered the kindling
Never got delivered the kindling I've ordered. Contacted the support and they keep confirming that it will come. Still waiting
Date of experience: 08 December 2024
An order placed on December 8th…
An order placed on December 8th "dispatching Wednesday 11th"; my customer experience from this date has been on a level of "bad" I have never encountered in my 30 years working with businesses across a broad spectrum of industries in both B2C and B2B spaces. The product paid as being shipped the week following the order, to it being not available until mid January, to my requesting an alternative and then being offered one and then getting no confirmation of a delivery date, so having to seek an update, to then the alternative being unavailable until after the 25th and if I wanted a refund which I confirmed I wanted the refund, and then getting a a follow up reply a few days later if I wanted to cancel the order, which obviously a refund would mean cancelling the order. I reached out to the company via my Linked in profile as their telephone service is a black hole. Their portal and customer service portal is entirely disconnected as one engages with multiple people who don't seem to read / understand the prior communications. I have informed Rathwood to issue refund by cob 28th. This morning I took time to read trust pilot reviews and to say I was utterly ashamed an Irish company could treat customers the way so many have reported on Trust pilot is an understatement!
Date of experience: 23 December 2024
Reply from Rathwood
Hi Adrian,
Thank you for your email, and I want to sincerely apologize for the experience you’ve had with us. It’s clear that we fell short of your expectations, and I deeply regret the frustration and inconvenience this has caused.
I can confirm that your order has now been cancelled, and our accounts team has been notified to process your refund. You should see the funds returned to your account within 3–7 business days.
We take your feedback seriously and are working internally to address the issues you’ve outlined, including improving communication, streamlining our processes, and ensuring better coordination across our teams. While this doesn’t change your experience, I want to assure you that we are committed to making improvements to prevent such situations in the future.
Once again, I apologize for the inconvenience and disappointment caused, and I appreciate your patience in this matter. If there’s anything else I can assist you with, please don’t hesitate to reach out.
Kind regards,
Rathwood Customer Service Team
Awful Food/ Ripe Off
So after going on the funfair rides this Christmas 2024 we decided to go into the woods shed for lunch we'll never again! Chips and nuggets ,sausage n chip,pizza all absolutely terrible plus staff were abusive and unhelpful when asked for milk as the milk tank was empty.I will never go there again
Date of experience: 23 December 2024
Fake stock levels
Ordered logs on line and given a delivery date of 23/12…then 10 minutes later it was changed to 17/01/25!! Tried to order other logs that were stated for dispatch on 20/12 and lo and behold delivery date changed to 17/01:25…seems to me they dupe you to order on stock they don’t have so they can then order the stock later on…cancelled my order and still waiting for my refund 5 days later!
Avoid these shysters at all costs!
Date of experience: 18 December 2024
I ordered firewood and while ordering I…
I ordered firewood and while ordering I couldn’t access the code for a 30€ voucher.
On the following day I contacted the company and spoke with Rob.
He solved my problem and advised that a refund would be made.
He was efficient clear in his instructions and very courteous. Thanks Rob
Date of experience: 23 December 2024
Reply from Rathwood
Hi Helen,
Thank you for your kind feedback! We're delighted to hear that Rob was able to assist you promptly and efficiently. Providing clear and courteous support is our priority, and it’s wonderful to know you had a positive experience. If there’s anything else we can help you with, don’t hesitate to reach out. Thank you for choosing Rathwood, and we hope to assist you again in the future!
- Rathwood Customer Care Team
I wouldn't recommend this shop online…
I wouldn't recommend this shop online to anyone.iv been treated very unfair..customer care is awful. I bought a christmas tree online and lights lights were broken..tree was sideways..couldn't belive it..they still have not refunded me.
Had to give one star for me to give a review..do not buy online from this shop
Date of experience: 09 December 2024
I’m still waiting for…
I’m still waiting for delivery…………………………………………………….. and waiting and waiting and waiting and ………
Date of experience: 22 December 2024
Absolutely disgraceful company
Absolutely disgraceful company. They take your money and continually push out the delivery date. An absolute waste of time
**Update to Rathwood reply*** your response is a lie. You pushed out the order by a month updating your system. And then pushed it out later again by another month. Delivery was meant to be November, and you pushed it firstly to December, and then to the 24th January. You have left us abandoned with no fuel at Christmas. Also your system does not notify the customer, you only see the update if you login in to your system. The alternative offered was poor value and I could have bought cheaper locally. Buyer beware with these liars
Date of experience: 22 December 2024
Reply from Rathwood
Dear Lorraine,
Thank you for your feedback, and I sincerely apologize for the frustration caused by your experience. Upon reviewing your order, I can confirm that the item you purchased was on pre-order. When we were informed of a delay three weeks ago, we promptly reached out to let you know and offered an alternative product to try and meet your needs.
We understand how disappointing delays can be, especially when you’ve planned around the original delivery date. Your feedback is important to us, and we are actively working to improve our processes to ensure better communication and a smoother experience for our customers in the future.
If there’s anything further we can do to assist you, please don’t hesitate to reach out.
Kind regards,
Rathwood Customer Care Team
AVOID AVOID AVOID
AVOID AVOID AVOID, ordered a pallet of coal back at the end of November with a 2/3 day delivery.
Still have not delivered, despite emails/texts from them to confirm pallet is on its way, on 2 separate dates.
Hard to imagine a company can treat their customers so badly, offering 'sincere apologies' in emails that's all you get from them. Should have read the reviews prior to wasting my time dealing with them.
Date of experience: 30 November 2024
The worst service ever!!!!
The worst service ever!!!!
Ordered a Christmas tree and was keeping an eye on the portal for despatch to read it was cancelled with no explanation. Rang serveral time amd left on hold for over 40mins each time. To receive an email to say no they no longer had the tree and was giving to option and then no reply. EVENTUALLY got through to someone amd said they couldn't guarantee delivery before Xmas
What an absolute disappointment. Our first Christmas in our new home and to be let now and no manners to ring the customer to explain
Date of experience: 19 December 2024
Terrible
Terrible. Cant get an update on wood that was supposed to have been delivered 9 days ago. It took an hour of listening to the same message over & over again before getting through to someone who casually announced with no explanation that we probably wont get the wood in time for Christmas.
Date of experience: 21 December 2024
I would avoid this place
I would avoid this place. I ordered a tree on the premise it would be next day delivery as per their ad on the website. That was 6 working days ago and no tree. I ordered it for my first Christmas in my new home and customer care has not been helpful nor very responsive. I got an order tracking and then it reverted to unplanned and no dispatch. So basically I've no tree and I've asked for a refund consistently but no one is helping.
Date of experience: 13 December 2024
Disappointing experience
I feel so disappointed right now, not a great experience. I was very patient when I was told about the delay in delivery originally, due to the storm, which is understandable. Once there was no more updates, I had to ring them 3/4 times to try and get an update on the tree delivery. The first 2 times I was in the queue for 42mins before I was able to speak to someone. It said I missed the delivery, even though I specified in the delivery notes that we can only accept deliveries during specific times. Why give the option to leave a note for delivery if they don't read it? I finally got a date and time for another delivery, which I accepted. Someone even called from Customer service and confirmed the date and time. Order never arrived and absolutely zero communication, unless you ring them. When I checked the portal it said my dispatch was cancelled and there was no reason provided. I was in the que for 30mins before I was able to speak to someone from Customer Service and they couldn't even tell me why it was cancelled. Even though the last note on the portal said: 'A shipment [*********] was deleted by the user Customer Services'. They tried to get me another delivery but at this time what is the point as the office closes today for the holidays.
Date of experience: 20 December 2024
Never again
Ordered fuel over a month ago for pre- Christmas delivery no sign of it. Can’t get through by email or Facebook messenger no response through the portal.
Spent 3 hours on hold yesterday finally got through to Alonzo- he said he would investigate and call me back - he never did.
I’m out of fuel here and can’t heat our house for Christmas.
They were quick enough to take the €500+ from my account in November.
Feel like I’ve been SCAMMED
Date of experience: 20 December 2024
Reply from Rathwood
Hi Susan,
Thank you for sharing your feedback, and I deeply apologize for the distress and inconvenience this situation has caused, particularly at such an important time of year.
After reviewing your order, I can confirm that you have been in contact with a member of our team who informed you that we are resuming dispatch from 06/01, with delivery expected shortly after that date. I understand this delay is extremely frustrating, especially given the urgent need for your order, and I sincerely regret that we have not been able to meet your expectations.
Additionally, I apologize for the lack of follow-up after your conversation with Alonzo. This is not the level of service we aim to provide, and I will ensure that this matter is addressed internally.
We are committed to resolving this for you as quickly as possible, and I will personally ensure that your order status is monitored closely.
Once again, I am very sorry for the disappointment and inconvenience caused. Thank you for your patience, and I hope to restore your trust in us.
- Rathwood Customer Care Team
Avoid at all costs!!
Avoid at all costs!!! Disgraceful company with no respect for their customers. Booked the Santa Train on the 21st August for the 5th December. Allowed my little girl to stay off school telling her we are going to see Santy to receive an email not even 24hours before that our slot was no longer available and we were being moved to a time that did not suit us. My child did not get to see Santa and then when I asked for a refund, only some of the money was refunded and the rest is being held by the company. No email response and no follow up on phone calls. Absolutely disgusting behaviour to do that to children at Christmas. No customer service and no respect for Consumer Law. I have no choice now but to seek legal advice. Please save your money and the stress and go anywhere else!
Date of experience: 05 December 2024
Disgraceful
Disgraceful ! One Star is only because I cannot give Zero Stars
Follow along for some light reading - first customer ticket raised 2 weeks ago after placing and paying for my order on November 21st
05/12/2024 16:41:14
You created a support request 2 weeks ago
Hi, do you have an update as to when I can expect my delivery?? I understood that the in stock item were due for delivery today? I have not received any information from a courier or delivery driver with an estimated time. Frances
06/12/2024 10:46:17
You created a support request 1 week ago
Hi - can you at least advise who the courier is and the tracking number? the reference that's at the top of this page does not work in any of the companies I've tried .. TK342638 (Fastway, DPD, UPS, DHL ...)
06/12/2024 13:13:21
John O added a note to the order
09/12/2024 10:42:38
You created a support request 1 week ago
Hi, Over the last 72 hours, I have received 3 emails and 2 text alerts with flash offers with additional discounts - however an oder I placed on November 21st has still not been delivered. I have now created a few of this support requests, being on hold for a cumulative 3.5 hours and spoken to a variety of customer support staff (some more helpful than the others) however at 18 days since the original order was placed, I still have no delivery.
09/12/2024 11:15:36
You created a support request 1 week ago
I have now received a partial delivery - a two tier pallet. I have received NO COAL! I have received NONE of the 9 x nets of logs that were added to the order (RWLBAG) Can someone please rectify this immediately
09/12/2024 12:11:22
Customer Services responsed to your support request 1 week ago
Hi Frances, I do apologize for the delay in getting back to you. We have a large volume of emails at the moment due to our peak season, please bear with us. The coal and bags are being shipped separately to get the in stock item to you sooner. The coal and bags are ready to be shipped and should be with you with a working week. If you have anymore questions please do not hesitate to contact us and we will try our best to get back to you as soon as we can. Kind regards, Jessica D
09/12/2024 12:54:42
Saoirse B added a note to the order
09/12/2024 13:56:12
Saoirse B added a task to the order and assigned it to Warehouse (IE)
10/12/2024 17:16:28
Sarah B added a task to the order
12/12/2024 19:41:45
You created a support request 6 days ago
Hi, Do you have an update on our delivery please? We are still outstanding the balance of coal and logs frances
16/12/2024 17:57:37
You created a support request 2 days ago
Hi, still waiting for an update on the balance of my order - it's been a full week since I had any information.
17/12/2024 10:45:06
Diana B added a note to the order
17/12/2024 17:08:11
Diana B added a note to the order
18/12/2024 10:27:15
You created a support request 1 day ago
Hi, As advised by your colleague yesterday, I understand that my delivery is still sitting in one of your warehouses a FULL WEEK after being advised if would be shipped - what on earth is the delay here? It is now 27 days since I ordered and paid in full.
18/12/2024 15:34:35
Ann H added a note to the order
18/12/2024 16:59:44
Ann H added a note to the order
18/12/2024 17:30:06
You created a support request 23 hours ago
@Ann H - thank you for your voicemail - I will ring again tomorrow to find out why my order is being held hostage in your warehouse despite being available for delivery
19/12/2024 10:39:52
Lon A added a note to the order
19/12/2024 17:15:19
You created a support request 12 minutes ago
Bumping this up again! I spoke with Lon at 10:30 this morning (DEC 19th) - I was told Jess would call me back within 2 hours with a resolution - she did not - I was also told that the items that had been awaiting allocation to be delivered had somehow now gone out of stock??? And that they would not be back in til mid January????? They have been in stock and ready for delivery on November 21st - changed on November 27th - changed again on December 9th and have now disappeared??????? - I called again at 14:30 and was told Jess was actively working on my order and would call me straight back - she did not - It is now 17:11 and no one has contacted me with an update This is beyond unacceptable and farcical - what is the issue with providing a delivery date? I have screen shots of all of these support requests and of your website which shows all the items in stock. I have emails and texts telling me all these items are available for delivery before Christmas, YET, they have not been delivered - what is going on?
So as I write this review, I have not received my coal, logs or a call back ... however two more emails telling me about the great €30 off voucher that is about to expire if I don't place an order for €100 or more at midnight!!! This has been the worse customer experience ever.
Date of experience: 19 December 2024
Not impressed by Rathwood reply
Not impressed by Rathwood reply - what a load of rubbish !!! There was no restriction on the amount of any refund - that rule is made up by Rathwood themselves. Also, it took 11 days to get this response, and then only because of the review i left on Trustpilot. Rathwood trying to make it look good for anyone reading the awful reviews they are getting on Google, Facebook & TripAdvisor. I could have asked for the firewood to be collected and replaced, which would, i expect, cost a lot more than 8 euro and 43 cents ! You know what, even a discount off my next purchase of firewood would have kept everyone happy and Rathwood would have made another sale and gained a happy customer. So easy !!! It is really difficult to understand how they can't see this !!! So Rathwood, your "cut and paste" reply doesn't impress............. Your continued silence would have served you better.
Date of experience: 19 December 2024
Very slow on delivery
Very slow on delivery and conflicting information provided. Tried to blame a courier issue but they were the ones who delivered.
Date of experience: 20 November 2024
Reply from Rathwood
Hi Brian,
Thank you for your feedback, and I sincerely apologize for the delays and any conflicting information you received. We understand how frustrating this must have been for you.
While we initially believed there was an issue with the courier, we take full responsibility for ensuring clear and accurate communication throughout the delivery process. Your experience highlights areas where we need to improve, and we’re working internally to prevent such confusion in the future.
If there’s anything further we can do to assist or resolve any outstanding concerns, please don’t hesitate to reach out. We truly appreciate your patience and hope to provide you with a better experience in the future.
- Rathwood Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people write reviews about real companies.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.