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Review summary
Huws Gray receives consistently positive reviews. Customers particularly appreciate service and quality, though some mention concerns about customer service and communication.
Enquired about prices for door and window over a year ago and still awaiting a response. Then I asked for prices for 2 internal doors the same as the ones I had bought from them a couple of years ago. This company told me that they were awaiting on their suppliers to respond and that was the delay. Unbeknownst to them, I contacted these suppliers and found out that they had not been contacted by Huws Gray and didn't know anything about it. Meanwhile, I've been waiting over a year now to get a job done and told continuous lies about materials. Not a trustworthy company and no customer care - they don't want your business. If you can get materials elsewhere, do so. This company are not reputable
I get all my materials from Huws Gray Doncaster branch , service is great most of my orders are handled by Pam her help and understanding when ordering is the best, and is why i keep going back for my materials , well done she’s a credit to her company
What a great company to deal with, from the start of my order till the delivery, very knowledgeable, polite, and reassuring.
They kept us updated and the delivery was within a couple of days.
Blochairn staff, Conor, Samuel & Bobby were amazing.
We use the Huws Gray - March branch. Excellent customer service. Joe, their delivery driver is also very good - always gives a call before turning up, and thinks about where to unload materials to help out.
Great service all of the time i do not have the account that people harp on about , to me i am treated like a builder or other customers who order large orders. polite staff most helpful, thanks to all Flint and Queensferry.
Excellent experience using this company. From Marcus at Ipswich store who is very helpful and has excellent customer service skills.Delivery was fantastic by Callum who is very friendly and helpful. Thank you all at Ipswich store you go above and beyond for the customer. New customer who won't go anywhere else now thanks.
My wife and I visited the Queensferry, Deeside store today
and we have to say that we were not impressed with the service we received. Ok, we aren’t big spenders as we just wanted 24 house bricks for me to build a step by our back door as my wife has mobility problems after a stroke. The gentleman at the counter told us to go outside and ask someone in the yard to help, but nobody was about so we found what we were looking for by ourselves, just outside the entrance door, as it happens. I took a brick back to the man on the counter and said “can we have 24 of these bricks please”. We paid for the goods and he said, “back your car up and load the bricks into your boot yourself cos l think the lads in the yard may be on on their break”. As we started to do just that, a couple of men did them come to our aid and loaded the bricks in our car. Being an OAP myself, we don’t think this is the way to run a business and will not be returning to Huws Gray. On our way back home, we visited Thorncliffes, Altami branch, Mold to buy a 20kg bag of ready mix mortar, and the experience couldn’t be more different- it was excellent! Huws Grays are a country mile behind Thorncliffe’s on how a business should be run.
Placed an order over a week ago and arranged with a S McKenna to get the materials delivered am Thursday morning. Just phone the depot and a girl said it’s mark on the board pm. Waited all morning for the arrival to be told this at 1245hrs. They have my telephone number, so no excuse of not informing me of the change. Not good enough Huws Gray. Absolutely fuming 🤬
Very happy with the team. Chris in accounts is very responsive and is very helpful. The delivery team are great. Only had a few issues but has always been sorted out in a professional manner. Keep it up
Bury st Edmunds branch - 5*
Couldn't fault the team and particularly will who was very helpful.
I wouldn't use the website again as I found it quite confusing!!! Better to just go straight to the human!
Thanks again
The most difficult experience for a major purchase I have experienced in my life. Despite multiple signs around the showroom of how "We'll think of every last detail so you won't have to", I am still having to chase a manufacturer for parts to finish a bathroom fitting that started five months ago. There are some bright stars in your team, but your overall accomplishment does not deserve the single star on this review. Looking for a bathroom? Do yourself a favor and go somewhere, anywhere, else...
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.
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