Building Materials Wholesale Avis 9

Shocking customer service. Ordered a number of sheets so a really bulky item. No option to choose delivery day or time. And I was told I would be charged for a failed delivery if I wasn’t there at 8 am the same day. A very rude person on the phone. It’s like customers are an inconvenience for them…. AVOID. It’s just not worth it.

Really good and quick service from this company. Competitive prices. Delivery expensive but the overall price was still cheaper than other companies.
The delivery driver was really helpful and chatty and helped me unload the wood and carry it into the house! There was a couple of scuffs on the panelling but nothing some paint and filler wouldn’t fix.

Ordered, no email, no phonecalls, no delivery date.

Suddenly I am called, the delivery is outside.. we were not there, so they wanted to charge us £50 for a delivery of 1 timber sheet.

What a rip off, they make their money on delivery costs!

They said (apparantly proved they emailed me by showing my email address in their system), but NO proof of email sent, no proof provided.

Absolutely useless, and frankly lying customer service. NEVER shop again!

Great quality and great value for money. I saved hundreds of pounds on an order of OSB 3 when compared to prices at a high street DIY shop. In addition the quality was excellent, no damage, no warping, no staining.

Bad communication.

As a minimum you would think the delivery driver would be have the necessary equipment and be capable to unload the consignment from the lorry and place it on the ground. This company expects the customer to be responsible for unloading an order from the delivery vehicle themselves. In my case 38 sheets of plasterboard + insulation, BUT does not take reasonable steps to communicate this to the customer.

This company has not communicated that labour is the responsibility of the customer at any stage during the order process. I’ve now gone onto the website and found a sentence saying that this is the case buried in their delivery FAQs page. Not good enough!

I was not at home for the delivery, the person I left at home to receive the order is 5ft tall and just finished painting her nails, so has not had the best time unfortunately.

If I were you I would implement an SOP around informing private customers submitting large orders about important delivery information such as this.

I spoke to David about the plywood I needed for next day delivery. He said he'd check with the drivers & get back, then he got back
He said he'd get accounts to process the details & email me; & he did
The driver called the day before & then an hour before arrival
They just got it at every step, thanks

I called 6 or 7 companies trying to buy some MFC board and came across Building Materials Wholesale. I called and spoke to Konrad. It's so hard to find someone who goes out of their way to help you when you make a telephone enquiry, just such a person is Konrad, who I felt quite lucky to be able to reach and who gave me a really outstanding service. I have to say that Konrad could teach a lot of other people in other companies the right way to assist and to help and Konrad leads by example and sets a bench mark for others to follow.

I don’t think that this type of attitude is something you can learn or are taught to you. This is a personal feeling to be the best at what you do and always trying to reach your full potential, and Konrad achieves this with ease whist maintaining a warm, friendly and professional attitude.

Thank you so much Konrad a blind man could see you are a very special person, and you are great at what you do. I will be using your company from now on.

Many thanks

Kind regards
James Sunday

Made unapproved changes to my order and shipped anyway using an arrogant driver
---
I made an order with insulationwholesale.co.uk
They also have another linked website: buildingmaterialswholesale.co.uk
Receipt #1741-1173
invoice IW1-39448

On Aug 8, 2023, 1:37PM, I received an email from Paula Kolpakovaite telling me the delivery date (no time), and that my choice of Ecotherm Eco-Versal is not avaialble and they would be sending Recticel instead.

While this would be ok, it was forceful: "Your delivery has been scheduled for 10/08/23, the PIR insulation will be provided in the Recticel brand due to stock availability. I hope this is ok."

I replied on Aug 8, 2023, 11:24PM and explicitly said: "I don't want anything shipping until I approve these changes" as I wanted to research this Recticel brand first.
I alo sent an email to another mailbox on Tue, Aug 8, 11:23PM to [email removed]

But both of these emails was just ignored, and they went ahead and made a delivery attempt anyway. I didn't approve this.

On Aug 10, 2023, 11:55AM the delivery driver arrived. I was out on a delivery job, but my mother was home to sign the paperwork. There was one driver by himself, but he refused to unload the truck without help. He asked my 70 year old mother to help him move 12mm hard plywood of his truck, and a 5-pack of 50mm insulation. When my mother told him no, he got really angry and refused to unload the order. I told my mother I would be home in 10 minutes to help, even though I paid £30 for delivery. He stayed in his truck for 8 minutes eating a burger while blocking the road outside our house. Rather than waiting 2 more minutes, he started removing the outer casing from the insulation and put the order on the driveway. When i got back, I helped him unload the 5-pack of 50mm insulation.

I told him I paid for delivery, and by definition, delivery means unloading it off his truck. I didnt ask him to take it around the back, where I needed it, just off his truck, the truck belonging to the business. But he refused to take the rest of the order from his own truck without my help. I asked him why he's on his own if he cannot manage the delivery, and he said 'thats the way we do things'

So after he pissed off my mother, he pissed me off as well. his attitude stinks and there is no way im paying for delivery when I had to help unload, especially when you just shipped my order, made substitutes and ignored my emails where I explicitly said: "I don't want anything shipping until I approve these changes"

Luckily my dashcam was on as he was blocking my driveway, so I have the full video of this interaction.

When I emailed them about it, they were just defensive over EVERYTHING. They didn't apologise for shipping my order without my approval (after I gave them the chance to) BUT THEN offered the refund for delivery.

They wouldn't have offered ANYTHING if they knew they were right.

I said I would approve the delivery, but their driver really rubbed me the wrong way, and when I emailed them about this, their email support just played the defensive card and didnt appologize for anything, not even shipping my order without my permission AFTER making substitutions.

Very friendly and helpful people on the phone. Delivery driver called about an hour beforehand to check I was in. Will use again. I wish other companies had the same level of service!