"You even got my delivery to me 3 days earlier and when needing more clips you got them to me the next day by 11 o'clock."
"When my products arrived the delivery Man was very polite and professional and carried all the products and put them in a safe place for me."
"The Customer Services agent named Paris Macro dealt with my query quickly and very efficiently. My only problem is that I have to dispose of the damaged bin myself as Builders Marketplace advise that they are unable to collect it for return to their depot."
"Didn't hear anything else so I emailed them on the Wed and was told the goods would be with me by the end of the week."
"The ordering process was simple however the carrier lost the package. This dropped the review to 2 stars however Builders Marketplace got another deliver out with no quibbles and followed up on the delivery every step of the way."
"I ordered a piece of plywood cut to a custom size. When it arrived it had not been cut, so I contacted customer service. The error was admitted to and they quickly sent a replacement board cut to the correct dimensions at no extra cost, while allowing me to keep the previous piece."
"I’d love to thank all the staff at Builders Market place for all their assistance in ordering and delivering some fence panels for me! Everything went so smoothly and the staff were so helpful! Delivery driver was fantastic and I’ll definitely be dealing with this company again! Well done! Top class service!"
Cons:
"6 out of 8 items arrived damaged. It looks like the courier company (Tuffnells) have kicked the packages all the way up the M6 to Scotland."
"Brought 35m2 of composite decking in 2020, all of it has split and failed, contacted the company about a guarantee of 5 years which was offered at the time only to be told by the Director that the company was in administration and I won’t see any kind of refund."
"Customer service below 0, that thing who answered the call couldn't answer questions I asked about my order and hung up the phone by saying 'I'm coming off the phone bye'."
"Total incompetence of admin led to my order, AND PAYMENT being put through twice. Despite them receiving the 2 panels, back I still have not received a refund after 2 months."
"If I could give a zero I would! Ordered two wheelie bins on the Sunday and had an email saying it was being processed. Didn't hear anything else so I emailed them on the Wed and was told the goods would be with me by the end of the week. No tracking details sent to me. My parents waited in all day Thurs and all day Friday."
"Ordered 2 sheets of the White Faced Hardboard 3.2mm, the day after the expected delivery date I chase customer services (3 attempts and 45mins on the phone) to find out when the goods will be delivered and to my surprise I was informed that the goods have been delivered to my house late the night before but with no notification from the delivery company or Builders Marketplace!!! which meant the wood had sat damp outside all night and unusable."
"Ordered a Wheelie Bin which arrived in a damaged condition. I took photos of the damage and then contacted Customer Services who were really helpful and arranged a replacement straight away! The Customer Services agent named Paris Macro dealt with my query quickly and very efficiently. My only problem is that I have to dispose of the damaged bin myself as Builders Marketplace advise that they are unable to collect it for return to their depot."
Customer Service
Pros:
"I found these guys really helpful, there was a small problem with items I ordered but it wasn’t Merchanting Ltd’s fault and they dealt with it swiftly and were willing to go the extra mile for me. Team was friendly too."
"We just want to thank Molly in customer service who is clearly an asset to this company. She helped us resolve a delivery issue within a timely manner, nothing we asked for was too much trouble."
"I have been dealing with Sara Rowe what a lovely lady so patient with me nothing to much trouble gave me all options I could have. All I can say is wish there were more Sara in this world what an asset to your company."
"The initial service I received was excellent. However, one of the items delivered was defective (it was delivered to Scotland, so delivery costs were high). Within 2 days of advising them that an item was defective, a replacement product was received. They were very helpful throughout and a 5 star rating is thoroughly deserved."
"This company are amazing. I ordered some wooden planks on Amazon but unfortunately they were out of stock. I was contacted the same day by Paris who bent over backwards to help me. I was kept fully informed of the situation and was supplied with a longer length than my original order and at no additional cost!!"
"Would definitely recommend. Quick dispatch and well packaged materials. We had one issue with a missing item but the team were very helpful and expressed a replacement for me, making sure to check that I was happy once it arrived!"
"I ordered based upon recommendation on a forum. I didn't hear anything regarding delivery and contacted BM by email at about the time I expected it to arrive. Maddie, the customer service administrator, told me that there was a delay of several days due fork lift damage."
Cons:
"Customer service below 0, that thing who answered the call couldn't answer questions I asked about my order and hung up the phone by saying 'I'm coming off the phone bye'."
"Total incompetence of admin led to my order, AND PAYMENT being put through twice. Despite them receiving the 2 panels, back I still have not received a refund after 2 months."
"If I could give a zero I would! Ordered two wheelie bins on the Sunday and had an email saying it was being processed. Didn't hear anything else so I emailed them on the Wed and was told the goods would be with me by the end of the week. No tracking details sent to me. My parents waited in all day Thurs and all day Friday."
"Ordered 2 sheets of the White Faced Hardboard 3.2mm, the day after the expected delivery date I chase customer services (3 attempts and 45mins on the phone) to find out when the goods will be delivered and to my surprise I was informed that the goods have been delivered to my house late the night before but with no notification from the delivery company or Builders Marketplace!!! which meant the wood had sat damp outside all night and unusable."
"Ordered a Wheelie Bin which arrived in a damaged condition. I took photos of the damage and then contacted Customer Services who were really helpful and arranged a replacement straight away! The Customer Services agent named Paris Macro dealt with my query quickly and very efficiently. My only problem is that I have to dispose of the damaged bin myself as Builders Marketplace advise that they are unable to collect it for return to their depot."
"Ordered goods due to a quick delivery date on eBay only to get a call saying the goods might be at customs and I was looking at a date 6 weeks after advertised. The goods did arrive at the companies warehouse and discussions had over access and equipment to offload and the correct delivery vehicle discussed. On the day of delivery I waited in at 4pm I called and was promised a call back which didn’t happen."
"I ordered some wood back on the 23rd of February, it has taken 20 days for that order to be fulfilled correctly, I was sent 1 piece of wood cut and 3 not (1 damaged) although all 4 paid to be cut- error on their system! Poor communication even if moving premises, I was told I was wrong to start with as well, yes they are cheap but also a very poor customer service! Problem was meant to of been sorted by express but clearly wasn’t, the collected their mistake 9 days before I received correct goods!"