Thought this might be worth sharing as a heads up...
Was chatting to a friend the other day and he told me a rather worrying story about his recent dealings with screwfix. He ordered some bits that he needed, but did not have enough to get to the free delivery limit. Hence thought he would add a pair of trainers to the order to make up the value since he was probably going to need some new ones shortly....
Anyway, order was delivered, and although he did not notice until the following day; no trainers. Box was unopened and undamaged on receipt. So he phoned sf to tell them about the the missing item. They said, ok we will look into it and phone you back. Three days later, no call, so he phoned again. They then said we need you to notify us of any missing items in writing, and then we can look into it. So he does by letter and email. Waits a few more days and rings them again. "Oh yes we looked into it, and they were sent out to you". So he points out the they were not in the box. They insist that he has definitely got them since they were sent - they claimed they weigh all the boxes before shipping to make sure they are the right total weight. So again he pointed out that they did not arrive! They were offhand and basically said not their problem. Several calls more, each time they simply said "you have received them". So he spoke to the courier to see if they check the box weights, and they said no, they just take SF's word for it. So he found out the name and contact details for a slightly higher up bod in SF and made several attempts to call him. Got fobbed off a few times, before eventually getting through. He basically insisted again that he had received them and refused to entertain any further action. My mate pointed out that either he wanted the goods or a refund since otherwise they were in effect stealing from him - not to mention accusing him of being dishonest. (The bloke should have known better - my mate is not one to *ever* give up!)
So next he speaks to trading standards, and they point him at a local council department. They take the details and allow him to make a formal complaint, which they say they will investigate.
A few days later he finally gets a call from SF bod with a very snotty attitude, to say words to the effect "since we are such a great company we will offer you a refund for the trainers, even though your have actually received them. However take note that, in future we will scrutinise any order you make very very carefully!". My mate points out that they are accusing him of stealing when in fact it is they who have done the stealing! He also told them that he can save them the bother of scrutinising his future orders, since there was never going to be another one!
TS gets another customer!
I have not ordered much from them lately, but have always had a quick resolution of problems in the past. Have they really got that bad that quickly?