"PoP" wrote in message
...
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:
http://www.anyoldtripe.co.uk/Image1.jpg
I find it to be a tremendous pity that a company like Screwfix, who I
understand belong to B&Q, intend to go for a litigation approach where
a very simple apology for their own foul-up would have easily rescued
bad feeling and got me back on-side.
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
---
If you need to contact me please submit your comments
via the web form at http://www.anyoldtripe.co.uk. I'll
probably still ignore you but at least I'll get the
message..... 
In fairness to SF I've used them for nearly 5 years and have probably spent
a couple of grand over that time. Most recent was £200 on a ladder, hose
real and 7 pairs of SS hinges. The ladder being on 14 day delivery was
ordered at the same time as the hinges.
The hose real appears next day, the hinges the day after and the ladder
followed the following day. They split the orders, delivered what they could
and the whole lot was here within 2-3 working days from order. I don't think
thats too bad.
Last time I did a guaranteed next day it was on time but they have missed
deliveries before, each time they have apologised and given me a tenner
voucher which is okay by me. If I need immediately I buy it locally as there
are too many links in the chain between SF and me and it only takes a
carriers van to break down and your not going to get your delivery on time.