Screwfix Customer Service Issues

To whom it may concern, I have been a loyal customer of Screwfix for many years, sharing an account with my husband due to living at the same address. However, about 8 months ago, I was informed by a staff member that I needed my own account to make a purchase. Despite questioning this new requirement, I was compelled to create my own account and was promised double the amount of vouchers as a benefit. Unfortunately, I have yet to receive any vouchers, and my husband also seldom receives them, despite our significant spending at Screwfix during our home renovation project. In contrast, my 75-year-old father-in-law, who rarely shops with Screwfix, seems to receive vouchers regularly. I am frustrated that I was forced to open a separate account but have not reaped any benefits from doing so. While I understand the environmental impact of mailers, it appears that I was treated as a mere statistic rather than an individual customer due to sharing an address with another account holder. I would appreciate your insights on this situation. Regards, Sarah D.

Dear Customer Service, I am reaching out to inquire about the delivery of my recent purchase. The item was supposed to arrive within 5 working days of my purchase on April 14th, with the expected delivery date of April 21st. Despite the order being marked as fulfilled in my profile, I have yet to receive any communication or the actual item. I am writing this email in hopes of resolving this issue promptly. If there are any updates regarding my delivery or a need to reschedule, please do not hesitate to contact me at [redacted]8. Thank you for your attention to this matter. Sincerely, Cheryl

I received a Karcher window vac as a Christmas gift from my mother two years ago. It has only been used around 30 times before it stopped working. After some research, I discovered that the battery needs to be replaced every 2 to 3 years, but it requires soldering, which is very challenging. I believe this detail should have been made clear at the time of purchase. Unfortunately, I no longer have the receipt, so I am unsure if they would consider replacing the window vac. I am extremely disappointed with this design as it seems the company wants customers to buy a new vac instead of just replacing the battery. I have searched for repair options online, but there are no repair services available in my area. I would like a full refund as I do not feel this product has been a good value for the money. The product should come with a warning that a soldering iron is needed to replace the battery when it wears out. If people were aware of this issue beforehand, these vacuums would likely not sell well. Two of my friends also had issues with their window vacuums breaking down within a year. Fortunately, they were able to get replacements. Thank you for your advice. - Mrs. C. Body

I ordered a mitre saw from Screwfix and was supposed to pick it up the next day at 12 pm. Unable to pick it up myself, I sent someone to retrieve it with my receipt, only to discover that the item was not available when they arrived. The customer service was unable to locate it, leading to a refund which will take 3 to 5 days to process. This delay has left me unable to purchase another saw for the same timeframe, resulting in me cancelling a planned job involving the saw. I am disappointed by the lack of efficiency and want to be compensated for my inconvenience. This situation has left me out of pocket with no item or funds available, and I expect better service from a company with supposed good reviews and customer service.

I recently placed an order for a mighty Thor with you. The receipt stated that I could pick it up the next day at 12. Since I couldn't make it, I sent someone else to collect it for me, but they couldn't find the item. I had already paid for it, and I was told it would be there. It seems like you sold it to someone else. The offered solution was a refund, which will take 3 to 5 days to process. This delay is inconvenient as I cannot purchase a replacement or complete the task I needed it for. I am disappointed with the service; even though your customer reviews are positive, my experience has been unsatisfactory. I had to pay someone to go get the item, which wasn't available, leading to wasted time and money. I expect compensation for this poor service.

Dear Sirs, I recently had a great experience speaking with one of your help desk colleagues, Kieran. He was very helpful and attentive to my inquiry, making it easy for me to order all the products I needed for my project. Despite my lack of knowledge on some items, Kieran patiently guided me through the ordering process and explained how to collect my goods and resolve any unavailable items. It was a pleasure doing business with Screwfix, and I will definitely recommend your services to my friends. Thank you and best regards, Gordon Holmes

I recently participated in a feedback survey after seeking assistance to replace an item in a home delivery. The service I received during the latest contact was excellent, and the representative handled the situation effectively. However, this was my second attempt to resolve the issue, as the initial contact was disappointing. The first agent seemed inexperienced. I informed them about missing parts from my delivery, and after a 7-minute hold, the call was abruptly disconnected. Unlike my positive experience, I was not prompted to provide feedback on this encounter. This lack of feedback request could be an area for improvement, highlighting the need for better training or improved customer communication.

I placed a click and collect order and was told it was ready for pick-up. However, when I arrived at the store, none of the retail counters were staffed, and the trade counter was busy with employees chatting and laughing, leaving several customers, including myself, waiting. Despite calling for assistance, no one came. Eventually, a female staff member mentioned being busy, and another staff member helped another customer before tending to me when I inquired about the purpose of click and collect. The staff cited a shortage when I questioned the lack of service at the retail counters. It seemed my dissatisfaction sparked action as, miraculously, all retail counters were manned by the time I retrieved my order. It's important for the store to address customer service and adequately explain why their time is valued more than that of paying customers.