I called this company with a query about a Velux window (and associated parts), I wanted to order. They answered the phone quickly. The person I spoke to was helpful and knowledgeable. They had 2 of the 3 bits in stock, but said one part would need to be ordered in. This was a Friday afternoon. He said the item would be with him on Tuesday and he would get it out to me on Wednesday. He offered to send the other 2 bits out for Monday delivery. I said not to worry, send it all together when you have it.
All 3 items arrived on Monday morning. The delivery driver was friendly and polite. The price was very competitive. One very satisfied customer. Exceeded my expectations and what had been agreed, and all done in a friendly manner.
I shop online a lot and have experience of a range of different online retailers. Plumbworld are in my opinion quite poor in terms of service and speed, but competitively priced. So if service and speed are unimportant to you and price matters, I can fully recommend them. However, I like to have all 3. The fact they do not have a phone number to call when there is a problem with an order is very poor. Yes, they say emails are more efficient, but I disagree when it took them 2 days to respondent to my recent and quite simple query. I ordered a product and was told by their sales line (they let you phone them to buy stuff) that it would take 5 days to deliver. I ordered online 7 days ago, still no product. After 5 days of zero communications from them to say my order had been dispatched, I emailed them asking to confirm a delivery date. I live in London in a house not a block so no remote delivery issues or steps to worry about. The next day I received an automated order dispatched email, with usual parcel tracking links. The following day (today) I received an email from customer services, apologising for the delay and saying my order had been dispatched. The only question within my email was when will my order arrive, not when will you send it. It seems my only question was ignored. The customer service email was useless as they had already given me that information through an automated email the previous day. The Yodel tracking link in their email says tracking information unavailable. I know my order is only 2 days late, but the lack of information and a firm delivery date is the biggest concern. How can we make sure someone is around to take a delivery when we don't know when it will arrive.
By trade I am a property developer, so run a business that needs things to be in the right place at the right time. I have high standards and shop online with lots of companies, some who are internet only and some high street stores with delivery options. I have to say in terms of service and communications plumbworld are very near the bottom.
In their defence I have now ordered from them 3 times. All orders were within the last 12 months and range from around £150-£600 each time. This time they were one of the only retailers to stock a product my client needed without the need for a 4 week wait from other retailers. Their prices on the other occasions were pretty good. Going forward I will try not to use them at all, whereas with better service, I could spend £2000+ per month on their site.
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