clayton Horsnell  Opiniones 

Respuesta de clayton Horsnell

21 dic 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

14 dic 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

Actualizada el 2 ago 2023

Hi Greg,

Thank you for taking the time to leave a negative review.

These type of reviews I find frustrating, as the goods are advertised as 2-3 working days, your order came through and was processed on Tuesday 30th November so delivery would be earmarked for December 1st-3rd under the 2-3 working days.

The goods were received into the delivery depot on the 3rd however it was not delivered, it was out again on the 6th without a successful delivery so was delivered Tuesday 7th, two working days later than originally scheduled.

Unfortunately couriers are having issues and have had issues for many months with regards to driver shortages etc and now its back to them facing issues with Covid

The courier states on their tracking site "service delays are being experienced in some areas. We thank you for your patience as we work to recover service safely. The safety and welfare of all those involved in our network, and of our customers remains our priority."

The deliveries are third party couriers, they are not our own delivery vehicles, I understand we are seen as part of the delivery matrix of all of our orders as we are the retailer but the frustrating part is we are give the poor review when its an outsourced issue we have little or in reality zero control of.

Kind Regards
Bonnie
Customer Service Manager

Respuesta de clayton Horsnell

Actualizada el 2 ago 2023

Hi Edd

Thank you for taking the time to write us a negative review.

As a very small family business there can be delays with the phones when we are in what I would call our peak period of the year, the average call duration with us is around 8-9 minutes as some products are quite in-depth and we have to ensure we are providing customers with the best product to suit them.

We advertise the cost of calls on the web-site, on the phones before you connect through, we also recommend emailing and using live chat as cheaper alternatives of communication, with all this in mind I do not understand why you would wait 6 minutes on the phone.

With regards to the cost, this is charged to you by your mobile provider not ourselves, we have not taken £5 from you this is your network provider so I would recommend speaking to them about that element.

The cylinder itself, again its a busy time of year, all online and most offline retailers have the cylinders dispatched directly by the manufacturer and a combination of demand/staff shortages due to Covid left this cylinder short on stock so they have had to run some through production which delayed delivery slightly, you were notified on your dispatch email well in advance of the proposed delivery date.

Unfortunately we have to put a standardised delivery ETA on the web-site which does state the word "estimate" as there are factors that can cause delays that are beyond our control and even sometimes beyond the manufacturers control that can delay normal lead times.

Kind Regards
Bonnie
Customer Service Manager

Respuesta de clayton Horsnell

14 dic 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

14 dic 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

14 dic 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

Actualizada el 2 ago 2023

Good Evening Neil

Thank you for taking the time to leave a negative review!

Please first of all may I point out that you were refunded before you left this review. However this is just a correction as unfortunately yes there has been issues surrounding your order however it is not false information.

The cylinder should have been delivered to you possibly a week ago, however the manufacturer who deliver all these cylinders directly and are responsible for dispatch, they have had issues and unfortunately when they have come to correct this they have been unable to supply.

All information given by the manufacturer is passed over to our customers as received, it is pointless trying to give "false" information or trying to "spin" the tale, we give the information given to us by the supply chain.

On this occasion I wish we could have done better in terms of trusting that our supplier would be able to supply within the time scale offered, unfortunately they have encountered issues as stated and we hope this is not repeated again in the future.

Kind Regards
Bonnie
Customer Service Manager

Respuesta de clayton Horsnell

22 dic 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

Actualizada el 2 ago 2023

Good Evening Geoffrey

Thank you for taking the time to leave us a review although it is a negative review, sorry to read that you are having issues with your cylinder, unfortunately as advised the description regarding the product is correct, the fact you are having issues with water pressure could be many different things, we have advised to speak to your plumber again to check from his side and also to speak with the manufacturer technical who understand these products inside/out, we have spoken to our account manager and they have said they've never heard of an issue like this so perhaps an installation issue.

It is a shame you have jumped on trustpilot to give us a 1* review because you feel we are at fault for an issue, you've reported an issue and the team here have given you a few ideas to find a solution, It is a shame that Trust Pilot allow people to jump on with these 1* reviews with little or no protection to us as a business.

Nonetheless I hope the call to Gledhill tech and having your installer speak with them also will find the soluition you are looking for.

Kind Regards
Bonnie
Customer Service Manager

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

Actualizada el 2 ago 2023

Hi Chris

You placed an order with us on 03/05/21 at 12.49pm, this was processed and dispatched on 05/05/21 at 09.33am, and delivered on 06/05/21 perhaps you are confusing us with another company you have ordered with online, Trust Pilot does not allow me to upload screenshots of the order trail unfortunately but I can search by your order reference and can see the exact details listed.

Kind Regards
Bonnie
Customer Service Manager

Respuesta de clayton Horsnell

Actualizada el 2 ago 2023

Hi Rob

Thank you for taking the time to write us a negative review.

I can only apologise that one of the two radiators was unavailable, you would not believe the issues the industry has had with stock and still has with stock to this present day, one way to avoid this or to at least limit this kind of impact, we have recently had all suppliers feed us stock updates which is updated twice-daily on the web-site.

The reason the radiator was collected and redelivered back to you is mainly the fault of the courier but your address label was also left on the box from the original delivery so there was a mix up at the depot and it was put back out to you.

With regards to your refund we can only refund once we have confirmation that the goods are back from you safely, we have had an issue in the past where a customer has said goods are collected and in good faith we have refunded only to find out the buyer has got his monies back and kept the goods - so one person always ruins it for everyone else, it only takes one dishonest person as we have found out.

Hope you give us another try in the future if you need anything, and I can assure you it will be a better experience, perhaps putting an email in for my attention and I'll be happy to help you.

Kind Regards
Bonnie
Customer Service Manager

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.

Respuesta de clayton Horsnell

28 oct 2021

Thank you very much for taking the time to write a review for us at www.tradeplumbing.co.uk it is very much appreciated, as a family run business we enjoy reading all the positive comments from customers as we always try our best to ensure you have a great shopping experience. We do hope to see you come back to us again in the future for your next heating/plumbing requirement.