Problems with Screwfix, Plumbworld and BES.. - is it just me?

[Simon Hawthorne]

Hi

Placed orders with Screwfix, Plumbworld and BES recently, and had problems with all:

BES - DHL attempted delivery - had to go 15 miles out of my way to collect from depot - only to find they hadn't shipped some wire-wool. Had to return to the depot a few days later to collect it. Total 60 miles driving and 2 hours time.

Plumbworld - delivered and left in outside toilet as requested (nice and easy so far). Missed a lockshield valve off order - but put in £20 worth of some CH system celaner (one letter out in the product code). Now they won't send me the lockshield until I return the goods they incorrectly sent - and in a 'auto' email said they only refund reasonable postage..... cheeky buggers!

Screwfix... ahhhhh Ordered Monday Emailed today asking where it was They have only delivered it to a work address I haven't worked at for

12 months. My order clearly gave my home address - and they still got it wrong.

Local plumbing merchants are really expensive....

What other options are there?

Simon

[Dave Plowman (News)]

Perhaps they employ people with brains and have to pay them accordingly?

Obviously, some method of collecting things yourself.

[Simon Hawthorne]

Thanks Dave,

My local plumbing merchants are full of young blokes that unless you know 'exactly' what you want, don't seem to give a hoot..... and then charge you silly money. I have found it easier to search this NG, ask a question and then buy based on the advice given.

Maybe I should have rephrased my last sentence! Any other recommendations for decent online stores? I don't have easy access to the local hardware stores that have fairly restricted opening hours (or don't suit my working hours anyway).

S.

[Lobster]

Yeah, tell me about it... all the above is symptomatic of not being a trade customer. The other point is that it always takes *ages* to get served, all the plumbers hanging around propping up the counter don't seem to care a jot (why would they, the amount their customers are paying them to be there...)

Toolstation? Don't think they've fouled up yet. (although their courier did once leave me a delivery on the doorstep - the door opens directly onto the pavement in an urban street - one Friday afternoon when I was away - amazingly still there next morning!)

David

[Grunff]

Don't send it back - request that they arrange collection. If you send it back, it's /your/ reposibility if it gets lost, and you have all the hassle of getting postage refund afterwards.

I've been using Toolstation for most things over the past few weeks (giving Screwfix a chance to get things all sorted). They've been very good.

[jacob]

Are local suppliers that expensive? When I've checked prices seem much the same or sometimes cheaper than Screwup et. al. The point of Screwup is the comprehensive catalogue and the promise of next day delivery which in theory saves hundreds of hours but lately is turning into a fiasco.

cheers

Jacob

[Simon Hawthorne]

Thanks Grunff...

I have told them this - and they refuse - told me I need to send it back within 7 days or they will charge me for it - and they refuse to send out the £2 lockshield valve I paid for.

My CC company has said that they can take the money - but will end up paying it back when I dispute it - so I will end up with £20 worth of Fernox central heating additive! How much is

- one of these worth on ebay....? I just need to make about £2 to pay for my lockshield valve.

Are Plumbworld really stupid?

S.

[Andy Hall]

I could almost think that they would be bright enough to try it on - i.e. stick you with a cost of (probably) nearly £10 to return the item;. Not good on a £20 item.

However, they hadn't really sold it in the first place as such since you didn't ask for it and therefore it's unsolicited goods in effect.

They are probably simply applying a standard policy of theirs which is geared around the Distance Selling Regulations and have not considered that it was a supply mistake on their part.

I had some similar nonsense with an online supplier recently (different type of product) and simply told them that I was going to cancel the card transaction. This involves the supplier in some degree of work and the customer in very little. I found that at that point they caved in.

Even in a situation where you return goods as unsuitable etc. and pay the return cost, I completely agree with Grunff. I've found that usually the larger suppliers have quite good deals with carrier firms and simply paying them to collect is cheaper than using the Royal Mail with insurance, proof of delivery etc. Plus you don't have to tit around with going to the post office and waiting in line while the old ladies collect their pensions and discuss knitting patterns with the person behind the counter.

[Lobster]

Does that work, ie can you do it? ISTR trying this on myself in the past and once the order had gone through, it couldn't be 'reversed' - at what point during the order process can the card transaction be 'cancelled'?

David

[R Taylor]

mine are ok, just bought a new suite £243 complete inc VAT wastes, taps etc, quality bath, too.

RT

[Dave Plowman (News)]

I'd try and negotiate a deal. If it's ordinary inhibitor it will come in handy one day - it should be changed every few years.

[IMM]

Best for people not to use Plumbworld then. If they do mail order they have to reach the level of Screwfix in customer care, when they have their system up and running of course.

What is it. Every dissatisfied customer tell on average 9 other people of the poor service and company they dealt with. For every satisfied customer the average is just above zero. In this case far more than 9 got to know.

Thank for alerting us of a poor company, I will not use them.

[Dave Plowman (News)]

Why would a self styled 'heating engineer' use a mail order company? A decent PM will give bulk discount and incentives that more than matches them.

[IMM]

BES are used extensively by the trade. Many merchants are rip off merchants even after they give discounts. e.g., a local merchant wanted £25 for a 22mm check valve, when the same can be had from BES for about £3. Many large companies don't check prices and always like to deal with one supplier for convenience. If they looked around a bit they could save a fortune. There is a company that specialises in getting cheaper prices for companies. They look at what they buy, do some research and do deals for them. Many small companies have saved many, many 100os by doing this. Even simple things like changing energy suppliers can save 1000s.

It is alwasy best to let a supplier know, who takes many 1000s off you each year, that you are always looking around and that you use more than one. That sharpens the wits.

[Simon Hawthorne]

Well, Screwfix came good - delivered the parcel this morning as promised (first delivery went missing at an old workplace - ).

I think, on reflection that BES were the best (in this very small sample) - just need to find an address to get stuff delivered to, to save the long round trip to the DHL depot...

Will also give toolstation a go.

Thanks all

Si

[Dave Plowman (News)]

I can just imagine a busy self trader having to wait in for a carrier. Or waste time going to pick up things from the depot.

[Andy Hall]

I meant 'cancelled' in the sense of telling the card company that there is an issue with the product/service rather than cancelling the charge. Fraud is a separate issue, but for a goods/services dispute, I've had a simple form to fill in. Following that, the card issuer debits the supplier's account and notifies them. They then have to justify their position. In effect, this is the card issuer slippery shouldering the issue back to the supplier. Considering that the discussion is around a £20 item over which the supplier made a mistake anyway, this can be an effective way to get the supplier to back down with minimal effort.

[G&M]

Are you sure ? Okay for a pack of compression joints they often are (don't understand why this is) but if you want single more expensive items it often isn't much difference

[G&M]

Sounds like they're competing with B&Q then.

But there are good merchants out there - find them, build a relationship, get all the discounts and keep using them.

[Dave Plowman (News)]

Yes. Not surprising IMM doesn't know this.