Huws Gray
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Poor service from Aberystwyth after good service previously.
Edit: The order has finally arrived, only 9 days since I placed the order and Huws Gray took the money. An honourable mention for Josh in Bangor who sorted it out for me, and the actual driver who was a really nice guy and did actually phone before he arrived as agreed. No credit to the branch who have still never contacted me directly, to update me or to apologise, and claimed to be unable to deliver before today (Wednesday) despite previously telling me I'd have it by the previous weekend. On that basis it's still one star. I doubt I will ever use Huws Gray again - they need to understand how order and delivery work in an online world - I should never have to pick up the phone for an online order. It's a pity though; I would lke to use someone local rather than order from B&Q in England. But if I had it would have been cheaper and come more quickly. You live and learn. Original review: I have used the Aberystwyth branch of Huws Gray a couple of times before, once in person and once online, and they've been great - helpful people, good prices, fast delivery. Not this time. I placed an online order on Monday. The order was for four sheets of OSB, seven lengths of 4x2 and a handful of concrete blocks. All were showing as in stock and should be - this is the stock in trade of any builder's merchants. I could have ordered from B&Q but I chose Huws Gray because they are local and a Welsh company. The order was £30 more expensive than B&Q but I thought it was worth it because I've had great service before. On the basis of my previous online order I expected fast delivery, although the website does not give a delivery estimate. I literally live on the same main road as the branch though, so a day or two is not unrealistic - the wagon goes past all the time. It took 24 hours for the 'order processed' email to arrive. When it arrived on Tuesday I phoned the branch to ask when they were likely to deliver, so that I could be at home. The guy who answered the phone refused to take my delivery reference number, was dismissive and rude and, when pushed, said that I would 'probably have it by the weekend'. I asked if he would phone before delivery and he said that 'usually we do'. I have heard nothing since, and I was given the distinct impression that online orders are an inconvenience which get in the way of servicing the 'real' customers. When the order hadn't arrived by 2pm on Friday I phoned the number on the website for online order queries. The guy who answered the phone said that the order had been passed to the branch and I would have to phone them. However, when I explained the contact I'd had with the branch and suggested he phone them instead he agreed. He told me not to worry and he'd definitely phone me back before the end of the day. Well, it's Saturday now and I'm still waiting. I'm going to try one more time on Monday morning before I start the chargeback process with the bank. I don't want to do this because I actually need the wood, but if Huws Gray can't deliver or tell me when they will deliver then I'll have to get it elsewhere. I really can't believe that this is how Huws Gray generally treat their customers. No builder or building site could function with service like this. Maybe £300 isn't enough money to be bothered with? I'm sure someone else would like my business if you wouldn't.