Your website and your advisory, sales and customer service departments are brilliant, but you are an almost total fail on actual delivery (hence the 7, which i would regard as disappointing for any business). 1. delivery was agreed at max 5 days due to urgency. 2. on the scheduled delivery day of Friday 21st (day 5) we waited in for the whole entire day without any update while the parts apparently sat in Exeter. At some point we had an email from a different company stating the delivery would be on 3rd July. 3. On Mon 24 June the parts from Exeter arrived with no warning at all, fortunately we were in. However one part was broken beyond repair. 4. On the redelivery of the broken part on Friday 28th June the same part was again broken. We are still waiting to find out from the builder if it can be used nonetheless. 5. we learned after the delivery that the flashing kit is grey and does not match the black conservation window, putting us in breach of Listed Building Consent. We now know there was no choice on this but we should have been told at point of order. But customer service is a delight to deal with, and thank you for that. You just need to raise your delivery game.
Comment by TheRoofWindowStore.co.uk:
Thanks for the thorough feedback! Having reviewed the case, I can confirm that both the delay and damage issues have been fed back to the carrier company. I really regret that multiple issues occurred with your order, our carrier partner is normally more reliable. Nevertheless, the Depot Manager has been informed and I trust that they take it seriously. I am also sorry that the flashing colour was not made more apparent at the time of ordering. In this instance unfortunately that was the only option from VELUX vut this should have been highlighted regardless. The agent has been briefed on this. We really appreciate the positive feedback about the ordering and after-sales service, the agents involved have also been commended and I am glad, that despite the problems, you were happy with the way the case was handled. I understand the replacement was delivered fine on 27th June and I hope the subsequent installation was a success. Lastly, thank you very much for taking the time in providing all the details you have, this enables us to better the service we offer. Best regards, The Roof Window Store