"After seeing an online ad I thought I’d give BUILT a try as the prices looked good.
First I tried to complete the order online but kept on running into error messages which would let me complete my order. Quite frustrating.
Not being one to give up easily, I decided to phone the order through. I spoke to a young lad who was helpful but couldn’t complete the order and said he’d get the sales team to call me back within ten minutes. After a 45 minute wait I called them back.
The order was sorted and payment was made, my concrete would arrive on Friday. There was an additional courier charge of £30 which I wasn’t expecting. I thought orders over £80 were a free delivery, but never mind.
Friday comes, Friday goes and by 4pm I’m wondering where the order is. I call Richard who is very helpful and says he will find out. He called me back and said my order was close and it would be with me before the end of the day.
I waited until 7pm on site and the order didn’t turn up and the concrete didn’t get done to set over the weekend.
Monday morning and I’m chasing the order again. Apparently after a few more calls Richard says that the driver ran out of hours on Friday so couldn’t complete my order. I was told it would then be with me by lunchtime today. (Monday)
It’s now 12.30 on Monday and still no concrete.
Can’t say I’m happy with any part of the service. No calls to say sorry, or we are late or your not getting your order. Sorry we messed up your job and put you and your customer out at all. Sorry we will prioritise your order on Monday morning. Nothing.
If I could give a 0 star rating I would. There’s plenty of other online builders merchants."
We’re sorry for the delay in calling you back to place your order – it must have been a particularly busy day.
To clarify, the free delivery offer for orders over £75 is exclusive to BUILT/ Delivery, which is currently only available to select areas of the West Midlands. All national deliveries are fulfilled by private courier and priced according to the weight/size of your items. Further information about our delivery options is available on our website.
As for the delay in getting your items delivered, I can only apologise. We’re working hard to ensure national deliveries are as reliable as possible and are speaking with our courier partners to facilitate this.
Your recent experience doesn’t reflect what the vast majority of customers love about BUILT/. It would be great to get another chance to show you what makes us stand out from the crowd. Please look out for a call from a member of our team.