Ordered a tile cutter on Mon 5th Aug by economy delivery (3-5 working days). Got no email regarding delivery so emailed Thur 8th Aug to check if it is in stock but no reply. Emailed again Fri 9th Aug to request cancellation & refund. Then bought one from a shop over the weekend as I can’t wait any longer. Finally got reply Mon 12th Aug that “ordered… last Mon after 12pm so we do have until tomorrow to deliver this”. On the same day, they also sent me an email that they have despatched my order – hence my cancellation request last Friday was ignored. I was out of town offline this day so by the time I read the emails on Tue 13th Aug, I called home and asked my wife to reject the delivery but the courier had already been 5 min ago. Hence I contacted BSO and requested return & refund but “We do not send pre paid. You send it to us with proof of postage and we will refund you if applicable up to £5”. Took it to a post office and it will cost £16 so requested BSO to arrange courier collection but no reply after 3 attempts. So now I end up having a spare tile cutter.
Ordered on Sunday, paid for next day delivery ( which was 35GBP on a 500GBP order) so it was due for delivery Tuesday. Monday I get a call saying they can't actually deliver till Wednesday, not great, so I call other builders merchants to try to get the goods sooner, then I get a call beck saying that they can deliver Tuesday after all, great! Tuesday comes and at 3pm I call for an update as nothing has arrived, am told the goods will be with me on site before 6pm...nothing turns up!
Wednesday morning I call again, for about the 6th time in total, and get an apology from the guy on the sales line, am passed onto a manager when requested who was extremely rude and basically basically just argued with me! Probably the poorest example of customer service I have received in a long time!
Overall experience - RUBBISH!!!
All very organised and without a hitch.
Will certainly do business with BSO again.
Im not the only one to leave bad reviews for this company just scroll down and you will see. Including another guy with very similar problem.
I ordered what I thought was a bradstone 2 ring circle with squaring off kit, AS PICTURED!
It was described as 2.8meters
In actual fact all they sent for the £150 + was a few pieces of cornering the squaring off pieces.
They wanted the same amount I paid for the item to collect and refund it and would not even collect it for free if I purchased a different item from them.
I had tried paying this company by pay-pal but they refunded me and made some excuse as to why I needed to pay them via card.
There delivery dates are all over the show and nothing comes when its meant to!
All in all they are disgusting. The people running the company are devious and just out for your money.
I shouldn't think it will be too long until there business comes crashing down, they are clearyly not quite clever enough to realise all succesfull businesses are built on customer service.
Don't use this company!!!!!!!!!!!!!!!
Ordered 3 items with [name] for next day service, nothing arrived next day, nor any email from them about problems.
2 days later i called to find 2 items of the 3 were out of stock so they hadnt shipped anything. agreed to only take the 1 item, but it didnt arrive.
called next day, they said they had low stock, said next day, offered to refund carriage. nothing arrived.
called next day, [name] blamed the 'depot' and said next day. he said it was out with a courier. when i asked which one he put me on to '[name]' who said the courier was 'royal mail'. I double checked with him that they would refund carriage as nothing had been credited, and they denied having made the offer.
I told them to cancel the order and they breached the distance selling regulations by stating I could not cancel the order and they would not refund me upon cancellation.
I ordered a Bradstone Old Riven Gold, 2 Ring Circle patio kit. The web Site shows a picture against the description of the product of a 2.46m square patio. I did not realize that the "squaring off kit" was not included in my order and this was not explained on the web site, I only found this out after the kit was delivered. Although I have rang and discussed this with the company nobody has contacted me with an apology or some kind of compensation. I have now had to order the additional "squaring off kit" costing an additional £100 or so and also additional delivery charges - not happy.
Jamie R found this review useful
I was able to locate the items- rockwool slabs- I wanted straight away however they were deivered, they were not the goods as described on the web site. I was not advised that the goods I ordered had been substituted with a different type and had to telephone to check what had happened.
On the plus side it was then explained that this did happen occasionally when the items ordered were out of stock and that in most cases the substitute was of a superior quality - which was so. Also when the goods arrived, it was explained that they had sent a few more than ordered so generally speaking I was satisfied.
extract from email i sent to them:
1. I called your office on the 15/03/12 to ask if it was possible for an order,if placed, to be shipped to me by Monday. I was told yes, definitely, it would be with me by Monday 19/03/12.
2. I received an email confirming dispatch
3. I called your office on the 20/03/12 when the goods had not arrived. I spoke with [name]. He said they would be with me that day, 20/03/12
4. 21/03/12 I had still not received the goods; I called you office again. [name] said your systems were all down & could not check where they were. He would call me back
5. 21/03/12. I had still not received a call to advise. I called again. Still no system. [name] would call me back.
6. 22/03/12. I had still not received a call. I spoke with another person (forgotten his name) & he actually apologised, I appreciated that, & said he would get [name] to look into it & advise.
7. 22/03/12. eventually [name] called & said the stock was not available, it had not in fact been dispatched & the suppliers weren’t; able to supply the stock imminently. Still no apology form him?!
8. I cancelled the order
Jamie R found this review useful
I ordered goods online and arranged for a specific delivery date. They emailed to say it would arrive on the requested date. Unfortunately something came up and I had to change dates. I called them and spoke to Paul who was extremely helpful and happily rearranged the delivery to suit me. I would happily recommend Building Supplies Online to anyone, the prices are generally the best available and the service is above and beyond that expected.
Extra delivery charges to highland Scotland, but the materials were subcontracted and delivered by my local supplier! The extra delivery charges are a bit annoying, but I suppose we have to provide cash for the impoverished south east of England. I phoned and complained but they said it was delivered from the south, I don't think so.
Online service excellent however, lost a star due to the delivery driver who did not deliver to rear garden when asked. I was not at home at the time - only the builder. When I phoned and explained that the 3xton bags of chippings were left at the bottom of the driveway and had no way of taking them round the back garden - he refused to come back. I had to pay another delivery driver at a neighbours house to move the chippings to the back garden!
The description of the product was wrong on the website and so we refused to accept delivery. Instead of accepting their mistake they have charged an excessive delivery charge. I will not use their service again and urge others to avoid it.
The attempt by BSO to justify their behaviour simply does not wash. Pea gravel is what was ordered, crushed aggregate is what was delivered. If you order apples and pears are delivered then a delivery charge is not acceptable.
Jamie R found this review useful
The actual order was dealt with efficiently but we had trouble with the delivery.
Originally they wanted to deliver it on the Friday but noone was at home so we arranged for it to be delivered on the following Monday-- my husband stayed at home all day but no delivery arrived, we rang up and asked where it was and they seemed a little puzzled but said they would chase it up and get back to us, after about an hour they phoned back and said they were sorry but they were going to deliver it the next day (on the Tues), We explained that Tues wasnt convenient as no one would be in and asked if it could be delivered on the Fri as we were off, they said ok they would let the delivery people know.
The next morning (Tues) the delivery arrived unexpected , so making my husband late for work as he had to put all the plasterboards in the garage as they had been left on the drive.
Also one of the boards was damaged by the fork lift.
Really pleased with the gravel, its a really good golden colour and was a lot cheaper than some I had seen.
The only gripe would be that the delivery time was between 8am to 5pm and typically the order didn't arrive until gone 4 so a bit of a pain to have to wait in all day but the delivery guy was great and the bag was off loaded with a crane onto the drive so no complaints there. I would certainly recommend BSO.
Paid for next day delivery at £8.99 and it did not arrive till 2 days later. When I wanted to return the goods as they had arrived too late, they argued about refunding the next day delivery charges. I posted the goods back over 2 weeks ago and still have not got my money back. Do not use this company
Jamie R found this review useful
paid for a makita impact driver and paid additional fee for 2/3 delivery. only to find that the company would not have tool even in stock till 4 days later and then it would take 2 days to deliver.a week after paying for tool and 2/3 day delivery charge, no impact driver and no email letting me know if or when it will be delivered.
Am currently in the process of redesigning my garden and was looking for a company that could supply me with quality building supplies at trade prices.
After a friend at work mentioned building-supplies-online.co.uk I decided to check it out and within minutes had placed my first order.
Since then I have purchased three separate times from them and on each occasion was awarded with punctual delivery and helpful customer service.
Would definitely recommend them again for anyone that wants to save money on quality building supplies that won't break the bank!
Poor sewrvice. They don't deliver part of the orders. So if they don't have an item in stock, they refund the whole order, deliver nothing and you have to shop elsewhere.
Poor business strategy. Poor service. Poor way of running an on-line business. Will never do business again.
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