How we use feedback to improve

We’re always working to do better — and your feedback is a big part of that.

At Planks, we’re proud of the quality of our timber and the care that goes into every order. But we also know that things don’t always go perfectly.

That’s why we treat every message — whether it’s a compliment, a suggestion, or a concern — as something valuable.

We listen carefully

Every piece of feedback is read and shared with the right team.

Whether it’s a note about how your shelf arrived, a request for better communication, or an idea to improve our website — it gets passed along, not ignored.

We make real changes

Here are just a few things we’ve improved thanks to feedback:

• Tweaks to our packaging to reduce damage in transit
• Updates to lead times on the site so they’re clearer
• More personalised updates during delays
• Better support articles (like this one!)

We’ll always try to make things right

If something has gone wrong, we’ll do our best to fix it — and we’ll also make sure we understand what caused the issue so it doesn’t happen again.

We don’t believe in passing the buck. We believe in learning and improving.

Thank you

Whether you’re telling us what you love or what didn’t go as expected, we’re grateful.

Feedback helps us grow — and it helps us build the kind of company we want to be: thoughtful, honest, and committed to doing things properly.

Have feedback to share?

We’d love to hear it. You can email us at hello@getplanks.co.uk or use the chat box on the site.

Updated on: 16/06/2025