Very poor

Flooring Supplies www.flooringsupplies.co.uk
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Kerrej308's review of Flooring Supplies www.flooringsupplies.co.uk

“Very poor”

★☆☆☆☆

written by Kerrej308 on 29/11/2016

We ordered our flooring last week, and were alotted our delivery for 8am-6pm Monday 28th November. So, we wait in all day, and when I finally rang at 5.45pm to ask where our delivery is, we were assured that the driver would be with us within the hour. It never arrived. Endless phonecalls later, we will finally get the flooring tomorrow 30th November between 8-10am. We have had to pay our fitter half a days wages to compensate, for him waiting all day. All the compensation we are getting from flooring supplies is £12.00!!!! Also some pathetic excuses as to why they cant do anything more.
I would not use them again, as they have a lousy attitude towards their customer service. I certainly would not recommend them to anyone as I think you will get better service elsewhere!

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Flooringsupplies.co.uk's Comment

Written on: 29/11/2016

Good afternoon,
I would like to apologise for the delay in your delivery and any inconvenience this cause to you. We successfully deliver hundreds of orders every day, which is why it is so regrettable that both you - and we - have been let down in this instance. Rest assured that we will be looking into how this occurred and talking with our courier to try to prevent it happening again in the future.
Kind regards,
Tom

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Flopsybunny010's Comment

Written on: 30/11/2016

Thats fine, but I am convinced that when I rang up initially I was fobbed off. I kept getting asked my post code, as the operative said that the computer system was slow. I was waiting ages as he was supposedly on the phone to the carrier. The driver apparently said that he would be with us within the hour. If that was the case - where was he? Why was there no further contact to say that the delivery couldnt be made? Im sure that you do have hundreds of deliveries successful every day - but you failed miserably on this occaision. Also - aside from one femail employee - everyone else was quite frankly patronising.

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Flopsybunny010's Comment

Written on: 30/11/2016

Thats fine, but I am convinced that when I rang up initially I was fobbed off. I kept getting asked my post code, as the operative said that the computer system was slow. I was waiting ages as he was supposedly on the phone to the carrier. The driver apparently said that he would be with us within the hour. If that was the case - where was he? Why was there no further contact to say that the delivery couldnt be made? Im sure that you do have hundreds of deliveries successful every day - but you failed miserably on this occaision. Also - aside from one femail employee - everyone else was quite frankly patronising.

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Flooringsupplies.co.uk's Comment

Written on: 01/12/2016

Good Morning

I have spoken to our customer service team and as I understand it we had confirmation from the courier that your floor would be delivered on the requested day.

It transpires that the delivery driver on the day was new and having exceeded his time directive for the day (before he delivered your floor) he made the decision to take the delivery back to the depot. Not fully aware of company procedures the driver also did not contact you to let you know this.

As Tom previously mentioned this is extremely frustrating to us as we do not like to see our customers being let down hence a full investigation with the courier will take place.

I wanted to apologise again for the inconvenience this has caused you.

Kind regards

Melissa

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Flooringsupplies.co.uk's Comment

Written on: 01/12/2016

Good Morning

I have spoken to our customer service team and as I understand it we had confirmation from the courier that your floor would be delivered on the requested day.

It transpires that the delivery driver on the day was new and having exceeded his time directive for the day (before he delivered your floor) he made the decision to take the delivery back to the depot. Not fully aware of company procedures the driver also did not contact you to let you know this.

As Tom previously mentioned this is extremely frustrating to us as we do not like to see our customers being let down hence a full investigation with the courier will take place.

I wanted to apologise again for the inconvenience this has caused you.

Kind regards

Melissa

Reply to this comment

Flopsybunny010's Comment

Written on: 30/11/2016

Thats fine, but I am convinced that when I rang up initially I was fobbed off. I kept getting asked my post code, as the operative said that the computer system was slow. I was waiting ages as he was supposedly on the phone to the carrier. The driver apparently said that he would be with us within the hour. If that was the case - where was he? Why was there no further contact to say that the delivery couldnt be made? Im sure that you do have hundreds of deliveries successful every day - but you failed miserably on this occaision. Also - aside from one femail employee - everyone else was quite frankly patronising.

Reply to this comment

Flooringsupplies.co.uk's Comment

Written on: 01/12/2016

Good Morning

I have spoken to our customer service team and as I understand it we had confirmation from the courier that your floor would be delivered on the requested day.

It transpires that the delivery driver on the day was new and having exceeded his time directive for the day (before he delivered your floor) he made the decision to take the delivery back to the depot. Not fully aware of company procedures the driver also did not contact you to let you know this.

As Tom previously mentioned this is extremely frustrating to us as we do not like to see our customers being let down hence a full investigation with the courier will take place.

I wanted to apologise again for the inconvenience this has caused you.

Kind regards

Melissa

Reply to this comment

Flopsybunny010's Comment

Written on: 02/12/2016

Why then did the driver say that he would be with us "within the hour" when he would have already realised that he would be out of driving hours, by the time he had delivered to us then gone back to the depoot. I did infact say to the operative that I didnt mind the fact it would be late....its the letting down totally that I cannot stand. Apart from the apology from you on here, there has been no sufficient apology from your company. I run a small business of my own, and know how difficult it can be to negotiate todays busy roads, and to keep to time. I dont think its "rocket science" to know - company procedures or not - that the polite thing to do would be to keep the customer informed of what you are doing. I have been less than happy with the service we have received from you right from the outset.

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Flooringsupplies.co.uk's Comment

Written on: 05/12/2016

Good morning

We totally understand your comments regarding the service from the courier company and this is why we are investigating the matter with them.

I want to apologise once again for the inconvenience this caused to you on the day and assure you we did everything in our power to get the order to you without further delay.

Kind regards

Melissa

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Flopsybunny010's Comment

Written on: 01/12/2016

We have also now discovered that you didnt put in enough grouting strips. When my partner rang, your operative wanted to charge delivery for something that was your mistake! We have had to yet again put the fitter off.

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