Others can make up their own mind about the following, and whether Screwfix are a company they feel happy dealing with. I'm reporting the facts only.
A couple of weeks ago, as reported on this newsgroup, I ordered nearly £200 worth of goods from Screwfix, and because I needed these materials urgently I paid the additional £9 for express next day delivery before 10am. I then waited in for that delivery, cancelling other possible jobs.
The goods did not arrive by 10am, so I phoned Screwfix to be advised that the goods had been packed, but they had forgotten to ship them out of the warehouse.
I received them the following day, but the goods supplied did not match my order. When I phoned I got told the usual tripe about they wouldn't ship the missing items of my order until they had received back those surplus items I had received (those surplus items included
3 heavy boxes of stainless steel tiles - £340 worth!!!). Naturally, I expressed my delight at this arrangement and eventually they backed down to ship my order first, then collect the goods the following day.Yet more days of lost productivity waiting in for Screwfix to deliver and then collect (two separate occasions a day apart).
When the materials were collected to go back to Screwfix the driver commented that he had delivered those very heavy materials a couple of days earlier, and that they (the deliveries company) apparently spent quite a lot of their time going back to collect goods which Screwfix shipped wrongly. I imagine this situation must really hurt Screwfix's bottom line.
I wrote to the MD of Screwfix complaining that they had shipped my express order a day late, but hadn't bothered refunding the express payment. And pointing out that their screw-up had cost me time and money. Most companies would respond with an "oops, sorry about that" as a minimum. Not Screwfix.
I got a refund about a week later. I've never had an apology or any other goodwill gesture at any time.
At the same time I registered domain name screwfixsucks.co.uk, intending to publish the factual information about this and other matters which their company screw up - apparently frequently - according to what I read on this newsgroup and elsewhere.
Since that took place my attitude has calmed down and I've forgotten about the matter to the extent that I was about to place another order with Screwfix. That was, until this mornings post brought the following threatening letter from Screwfix:
If they'd been smart enough to give a very simple "sorry, we got it wrong", I'd have transferred the domain to them at no cost. I have no wish to get involved in an orchestrated campaign about any company. I just want to run my own successful little business without these monster companies who have forgotten about how costly it is to run a small business giving me a bad day feeling.
Whilst I most probably shan't use the domain name in question I shall most certainly be obliged to register my displeasure with the company as far and wide as possible from now on - and publish the facts to all and sundry. Well done Screwfix, big own goal here which you could so easily have avoided by just being honest and accepting that you were clearly and unambiguously at fault.
And just for the record, in the past I have been very positive about Screwfix and their deliveries on this newsgroup and elsewhere. All companies slip up sometimes and whilst this one occasion hurt me, in the general context of things I had been a happy camper where Screwfix were concerned. Never again.
And as far as B&Q and Screwfix are concerned I have spent literally thousands of pounds in their warehouses and online over a period of time. Guess where I'll be taking my business in future?
PoP