Steel Products Direct Opiniones 33

Respuesta de Steel Products Direct

26 sept 2025

Thank you for taking the time to share your feedback, Fraser. We’re really sorry to hear about your experience – this is not the level of service we strive to deliver. Over the last few months, we’ve made a number of improvements to our setup to strengthen communication and ensure customers are kept informed throughout the order and delivery process.

You’re right that Steel Products Direct is a trading name of Barrett Steel. Being part of the group gives customers access to one of the UK’s widest ranges of steel products at competitive prices. SPD is still a developing business, and feedback like yours helps us learn, grow, and improve.

We also appreciate your recognition of the support you received – that’s something we’re working hard to build on. The team has since been restructured and is committed to providing clearer updates, smoother deliveries, and reliable service.

On delivery, our number one priority is health and safety. For that reason, we don’t allow customers to handball items over 100kg from our vehicles. Instead, our team helps by arranging suitable offloading solutions – whether that’s supporting customers in hiring mechanical lifting equipment, finding a local Hiab provider, or offering free collection from one of our depots where our team can safely load the steel for you.

We’re sorry that, on this occasion, there were issues with communication between our teams regarding your delivery, and we recognise this caused unnecessary frustration. We’ve listened to your comments, acted on them, and continue to improve – while always putting safety first.

Respuesta de Steel Products Direct

26 sept 2025

Thank you for sharing your feedback Danielle – we’re sorry to hear about your experience and the frustration it caused. This isn’t the standard of service we provide.

Steel Products Direct is a trading name of Barrett Steel, giving customers access to one of the UK’s widest ranges of steel products online. As a developing part of the business, we’ve listened to feedback like yours and have made changes in recent months to improve order communication and customer support.

We recognise your concern about the phone number, and we’ve since restructured the team to ensure customers are kept updated about their orders.

We know how important it is to feel confident that your order will arrive on time, and we’re committed to making our process clearer and more dependable moving forward.

Thank you again for highlighting this – your feedback helps us continue to improve.

Respuesta de Steel Products Direct

7 abr 2025

Hello Vikram,

Thank you for your feedback. We’re sorry to hear about your experience and appreciate the opportunity to clarify.

When your order was placed on 9th March for a UB 305x102x33 beam, it exceeded our 100kg handballing limit, which is clearly outlined in our delivery information and Terms & Conditions. At checkout, the "Mechanical Offload" option was selected—this is used to indicate that the customer has the necessary offloading equipment available on-site, as we do not currently offer mechanical offloading services ourselves as standard. This is also clearly stated in our T&Cs.

Our team made several attempts to contact you to confirm delivery details and find a suitable solution, but unfortunately, these calls went unanswered. Once contact was successfully made, a refund was mutually agreed upon and processed immediately.

We take great pride in delivering hundreds of tonnes of steel across the UK daily and always strive to support our customers' delivery requirements to the best of our ability.

Best regards,
Steel Products Direct Team

Respuesta de Steel Products Direct

22 ago 2024

Thanks for your feedback, and I'm glad we met your expectations!

Respuesta de Steel Products Direct

2 ago 2024

Hi Derrick, Thank you for your feedback.

As per our website delivery conditions, we cannot allow steels over 100kg to be handballed off the wagons due to health and safety and the onus is on the customer to arrange to remove the steels safely off the wagon. We provided a quote for a hiab delivery, inline with our terms and conditions, which you declined and arranged your own method of removal.

Our driver (yes our driver, we do not outsource anything, we are a large group and have depots all over the country) deemed the method you were planning to use for offloading wasn't safe, and as such, refused to deliver for safety reasons.

We take safety extremely seriously, and the safety of our drivers and our customers is our main concern when delivering steels. If at any point we deem the offloading will be undertaken in a non-safe manor, then we cannot allow the delivery to go ahead.