Had a problem with an item being delivered to wrong address by delivery company. Screwfix (thanks Catherine), kept in good contact and resolved the problem. Also gave me a £10 voucher for the inconvenience.
I judge companies by how they deal with problems and in this respect, it's five stars for Screwfix.
Ordered via web on friday, was emailed an order confirmation by return.
Expected order on monday but no delivery. Checked order status on their website (which has a consignment tracking capability) but order not yet shown as despatched. Called tuesday morning and was advised that their carriers, Fedex, had advised that the driver was unable to make all his deliveries on monday and that delivery would be following day. Nothing arrived tuesday either. order still showing on their website as being processed e.g. not yet despatched. Called again wednesday morning and advised that driver has attepted delivery at 18.10 previous evening (we were then closed) and card left. No such card was left at our address! Now promised delivery between 16.00 and 17.00 wednesday. No delivery by 17.00 so called again. Fedex now claim new driver unfamiliar with route, 4 drivers going out tomorrow to clear backlog. Also claim delivery attempted on monday and card left despite previously admitting unable to deliver as ran out of time. If it does turn up, 4 working days have elapsed despite Screwfix advertising a next day service!
Despite having a record of all my calls and despite having made false promises of when order would be delived on 4 separate occasions, they refuse to looks into this as a complaint unless I put everything in writing. Nor does this level of service warrant or trigger ANY form of apology, compensation or gesture of goodwill from Screwfix - they seem to consider it unfortunate but no more... They also refused to reveal the name of their Managing Director - apparently this is also company policy (although probably illegal for any company to refuse to divulge the names of it's directors).
Screwfix claim 97% of orders are delivered next day. God help you if you are one of the unlucky 3 in every 100!
Screwfix give good value and delivery very very fast in my experience. I automatically go to them for plumbing and houshold items that I want unless I have to have them NOW !
When items have given trouble (no fault of Screwfix, they were top branded items) they have sent someone to pick up the faulty item without charging me for the return and replaced it fast, all without fuss.
Their website also works well and they remember you, sending a printed catalogue once in a while.
Great supplier! Thanks to all at Screwfix
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