written by NatalieReview on 02/07/2012
I placed an order worth £1500 with this company. Immediately the website had problems. I used 1 address for delivery and another for billing. The confirmation screen (no email was ever sent to my account) listed my billing address as both delivery and billing address. Consequently I had to ring the company to clarify my items would arrive to the correct address. I also wanted to know when it would be delivered, as the website had failed to provide any guidance as to delivery timescales whatsoever.
I rang the company. The woman I spoke to was utterly disinterested. She didn't know when the item would arrive and did not make any attempt to find out, even thought my order was urgent and I told her so. She couldn't change my delivery address until the order appeared on her system. The system wasn't going to be updated for a further 5 hours and so she would need to call back. I had a query about a part also. The woman I spoke to was disinterested about this also and gave me an expensive technical helpline number at valliant to call instead. fyi: when i rang the number they said I had been provided with the wrong service helpline number and gave me another number to ring again.
Another woman called back that afternoon. She was equally as disinterested in my order. I told her that I would like to cancel the order as I was not confident of their service or delivery times. I wanted a refund. She lazily said 'ok' and went to put the phone down!! I actually had to hold her up to ask her for confirmation of the process that would ensure I got my money back! No interest was shown as to why I had cancelled my order.
I wrote a complaint email at the weekend when I checked my PayPal account and the money had not been refunded. This was not responded to by midday on Monday and the money had not been returned to my bank account yet so I had to ring the company. Again. Woman I spoke to was named Kay and she was much more polite and helpful. She investigated and found that my order had not been set to be refunded on Friday (no surprise). She was apologetic.
I cannot recommend this company. They have some inept and uninterested staff that do their colleagues a disservice. I placed my order elsewhere, where the customer service was beyond polite, it was reliable, proactive and helpful. If you're interested, the better service was provided by www.directheatingsupplies.co.uk. Use them. Your money is better spent there - granted it might be 20 quid more expensive, but when you are spending over a grand then it is better to have a reliable company who is interested in helping you than not to.