Cannot contact customers or deliver orders

I have just spoken to the delivery manager at the Macclesfield delivery department. She had no knowledge that my delivery was rescheduled for today and had not seen any of the notes or the map of the new route until I spoke to her.

She said that my order would not be delivered today.

I made this order on Wednesday, confirmed via customer services with the depot for next day delivery, I informed customer services to tell the delivery dept. there was an alternate route avoiding the humpback bridge.

I received the confirmation of between 10am -2pm and had workmen arrive for 2pm

The driver took the route with the bridge on it, decided that they couldn’t make the delivery and left.

This postcode has large trucks of 35 tonne deliver here with no issues. Beds are delivered here, large farm vehicles loaded with hay bales, entire mobile homes on huge trucks etc.

I spoke with the delivery department at 2pm, I told them again about the alternate route and offered to Email it - I was told there was no Email there. They said they couldn’t contact the driver and would ring me back when they could.

I was not contacted.

I rang customer services and was on and off hold for over 40 minutes while they spoke to Macclesfield. The upshot was that Macclesfield had decided the alternate route had a bridge on it and the order should be cancelled. At this point it is too late for me to arrange an alternate supplier and for some reason they missed the actual route that avoids both bridges.

I rang the manager at Macclesfield and explained the situation. He told me that they couldn’t deliver the next day. I still don’t know why, considering the situation. I emailed him a map that I had marked the alternate route on and he passed it on to delivery and told me that he had arranged the redelivery for Saturday and that I would get a phone call on Friday to confirm.

I was not contacted.

I rang the delivery dept. last night (friday) he told me he would look at the notes and call back.

I was not contacted

I rang back over an hour later. He told me that he had seen the map and that the delivery manager would have seen it and must have a reason (possibly arranging a smaller vehicle) why she hadn’t marked anything down in the schedule for my Saturday delivery and I should expect a call tomorrow.

As I said at the beginning, when I spoke to the delivery manager she initially told me that the driver couldn’t deliver because there was a humpback bridge! She told me the same information that I tried to rectify 41 hours previously. If I had not telephoned I don’t think that anyone would have ever contacted me.

I paid £25 for next day delivery, I paid £80 to have 2 workmen do no work, I had a driveway of pure mud for a children’s halloween party with 16 kids! I have more visitors coming today, again to a driveway of mud.

Wickes have displayed a unnecessary breakdown of communication and a failure to inform their customer of the order status, that has resulted in restricting my options to reorder from a different supplier and caused a large amount of stress and loss of time.

I would like my delivery of 4 bulk bags of pea shingle to be delivered today and I believe that this is entirely possible but I know it won't happen.