Scott

Aug 8, 2023

Website good. Communication lacking and sadly, no order delivered yet.

Order Arrived 9.8.23, 4 working days after originally informed. Received a call on 8.8.23 to tell me it would be delivered between 8-9am on the Wed. Arrived just before 11am. Delivery driver was an agency driver but really friendly and was appreciative of help to unload the items. All the timber was fine. Upgrading to 3 stars. Surprised to be asked for a review when the order hasn’t been fulfilled as at 8.8.23. Pros- slick online ordering system, wide range of items, the friendly lady Morag (I think) on the phones and a local company. (Used around 10 years ago and was impressed so returned for similar requirements). Cons- I don’t have my order and the main point, poor communication. Ordered online on the Monday. Thought the website was great. Prices good when compared with similar local and National businesses. Idea of having delivery within 3-5 business days was great. Email to confirm delivery on the Friday. Phone call early afternoon on the Friday from Transport Manager to say my items hadn’t arrived. If they arrived then they would go out for the afternoon delivery. If they came in after the delivery lorry went out then there were two local members of the team who would deliver them personally. Suggestion of ‘above and beyond’ was appreciated. Worst case was delivery on Monday. Heard nothing on Monday so called late afternoon and spoke to the really helpful and friendly Morag. She got the Transport Manager to call me back just before 4pm. Items not in (can only assume I wasn’t going to be told this given the time of day) and wont be delivered to branch until Tuesday. No longer any offers of people delivering on their way home, just told in a very matter of fact fashion that it will now be Wednesday when I will receive the items. My order isn’t big and I don’t work in a trade. Order was £200-300 and I paid £30 for delivery. I don’t know how deliveries are organised/prioritised. I’m disappointed with the lack of communication and manner of communication on the Monday. I could have been warned on Thursday that the items were not in stock and that would have given me the chance to source elsewhere or decide to wait. I also should have been told on the Monday that the delivery wouldn’t happen that day too. The style of communication on the phone was very matter of fact which I guess is ok but you are looking for someone to suggest your business is in some way appreciated and that they too are disappointed they’ve been let down by ‘Jones’ and they recognise the frustration of twice being prepared to get on with a job only to find you have to rearrange tool hire and effectively have had your time wasted. Wee bit of customer care missing there for me. I recognise the availability issue is not with GPH- that is out with their control as from this national supplier ‘Jones’ but the customer experience is with GPH. I would likely give another supplier a try the next time I need similar - I may still have to this time round if I want to get this job completed whilst I have time off work. Fingers crossed it comes through as Wednesday is the last chance. Can update review thereafter to reflect completion of order and quality of goods as keen to be fair. Thanks.