Paradise Timbers

These guys are AWESOME!!! I was having real trouble finding a particular timber type from the US and Brett found me one within half an hour. So it was less than 2 hours, from my initial phone call, to having this sample onsite for our chippies and painters. Thanks so much again guys. GREAT SERVICE !! Jane from SDP

Brett helped me find a match for some timber VJ that I needed and was really helpful and went over and above. I also talked to him about Cutek to refresh our verandah and he was really helpful. Have dealt with Paradise Timbers on a number of occasions while we renovate our 30+ year home and they’ve always been really helpful.

Paradise Helensvale were so helpful and gave me a lot of samples (thanks Dave) . I ordered with delivery the next morning. Very organised and cannot fault the product quality, it’s amazing. Thank you!

My first experience with Paradise TImbers and Russell was fantastic - sadly it has been all down hill from there. We called whilst Russell was on holidays and had to deal with Aaron - Aaron promised to call back and never did, so we called again, and again, and again - finally on the fourth call, it was my fault that he was too busy to call back. I decided based on my first experience with Russell to try them again placed an order for some timber and were told it would be ready in 10 days - 14 days later after I had not heard anything, I called again and was told that my order would be ready the next day. I drove down the coast to collect it only to find it was not ready. Frustrating but it is what it is, so I was told it would be ready the next morning - Saturday and could come and collect it. I drive down again to collect it and again its not ready. The person serving me says to wait for 15 minutes and he will get it ready now. He comes out with my order all wrapped up and ready to go - fantastic outcome. I send the timber dowel over to our timber guy and he gets back to us 4 days later and says that 20 percent of the product we purchased is not straight - not just out a little bit, but so bent that you put it in a lathe and the lathe threw it out. I called Paradise timber and Russell was not available so I explain my issue to the person that answers the phone and agree to put it in an email with pictures. I get an email response the next day saying The boss does not think its that bad - nothing more. So I send a message back asking him to forward it to the boss and have him give me a call. 7 days later no response - so I email again, no response, I call the office and get told that the person I spoke to does not work there anymore. I start the process again. Long story short, two weeks further down and still no response I call again and find out that the second person also no longer works there either - starting to see a pattern.... We returned the timber today and got told that they wont replace it because it has been so long since it was purchased - even though they don't respond to emails, phone calls etc. So again I speak to Aaron who I find out is the manager and this right there is the start of most of their problems as he has not learned the most important skill of management - listen before you speak... A small issue that could easily have been solved and lead to a very happy customer who is ready to purchase again right now, has instead turned to an unhappy customer who would rather buy from a large chain than support a fool. I have no doubt Russell is a great guy and the service he has provided has been very good, however Managers are like tree roots - If the roots are bad, even the best fruit cant grow to their full potential.

Great experience even after sales as expected. Thanks.

How's this for good service. I phoned an order through at 9:30am Monday morning. By 10:30am I had a quote and confirmation the mouldings were in stock. By 12:30pm the timber had been cut to my specification and booked with a freight forwarder. Less that 48 hrs later, the freight arrived at its destination, 1400 km away. Thanks Russell for providing another great experience with Paradise Timbers.

I’m a hobbyist furniture maker and paradise Timbers always offer great service and reasonable prices. I’ve also dealt with Trey, he’s always super helpful, email communication is fast and efficient. I highly recommend using paradise Timbers.