BES.co.uk Reviews

Name: BES.co.uk
Rating: 4.70

4.7 Rating 6,412 Reviews

93 %

of reviewers recommend BES.co.uk

4.7

Based on 6,412 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 88%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I ordered from dozens of websites over the past 4 weeks... this site has proved to be the most frustrating and poorly performing I've EVER come across. Knew what I wanted. Opened a new account. Good Then I tried to add items to my cart. No can do. After about 15 minutes I've got six meters in the basket (I want one) & 10 washers (I want three). Another 10 minutes. Logged in & out many times. Yes... At last correct quantities in the cart.. nearly there. NO Could I get to the checkout. No way. Absolutely pitiful. Your software does not work! Did you get your boy put the site together?... you must be losing business hand over fist. So frustrating. You just wasted 35 minutes of my life that I will never get back. Shameful”

Helpful Report

Posted 1 year ago

Thank you for your anonymous 1star review. We were very surprised to read your comments. Thousands of web placed orders are transacted and delivered successfully by BES each week. Please contact us with further details so that we may investigate and try and help. Using our website is very easy and thousands of happy customers agree. We don't want you to miss out. Regards, BES

Posted 1 year ago

“Poor experience and will not use again. Ordered a hot water cylinder on 2nd January for an elderly customer who had no hot water due to existing cylinder being split. Paid for next day delivery before 12, fast forward 2 days and still no sign of my order. Organised joiner and plumbers to do work over the last 2 days but still unable to proceed due to delays. Customer remains without hot water and no longer wishes to do business with us. Joiner and plumbers chasing payment for their lost time. Really not happy about this - you work hard as a new company to build a reputation locally, and something like this really affects what we do in the industry. Customers don't care about whether it was the merchants or couriers fault, it's us small companies that get affected the most - really no acceptable!! Will not use again!”

Helpful Report

Posted 1 year ago

Dear Ian, Thank you for the feedback which we were disappointed to read. We are extremely sorry. After a thorough investigation we have established that the courier driver decided to return your order to his hub on consecutive days claiming incorrect address! (which we know is not true) This behaviour is out of our control and thankfully extremely rare. The courier company have been notified. We are very sorry for what has happened and can only apologise for letting you down. Regards, BES

Posted 1 year ago

“Order item had delivery date for Monday , only me chasing by email and phone found to be out of stock ,terrible service and still no confirmation email stating delivery? Very poor”

Helpful Report

Posted 1 year ago

Thank you for your order placed at 21.11hrs on Thursday 7th Dec. Please can you contact customerservices@bes.co.uk with more details so that we can investigate your anonymous 1star review. Please note that at the point of purchase any items 'out of stock' are highlighted as such (it is very unusual for BES to be out of stock) If you remain unhappy with your purchase a refund/exchange can of course be arranged via our team on the email above. Regards, BES **Update your product was delivered on the 14th. We apologise for the delay due to exceptional circumstances with our courier**

Posted 1 year ago

“Terrible service. It took tens of chasing phone calls / emails and TWO weeks to get my next day order. Ended up delaying the whole project. They then went on to randomly make debit card transactions with my details after my order was completed! Absolute scammers. Avoid.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. Please can you email customerservices@bes.co.uk with further details as your review was left anonymously, so that we can investigate thoroughly and make 100% sure we are looking at your order. This will help us as we take great pride in our excellent customer service. It does seem your order (£4.06+VAT & delivery) was ordered on 4th December but was delayed slightly for which we apologise. Thankfully instances like this are very rare as we successfully despatch thousands of products every day for next day delivery. In response to your 1star review 1. We are not scammers, we have been successful for over 45 years 2.We have no record of "tens of chasing phone calls/emails" for your £4 order. We note you called on 11th December and spoke to one of the team. 3.We do NOT make random debit card transactions. Your payment was an online purchase that you made for £10.81 all inclusive. 4.Your order was delayed slightly but not by two weeks as you claim. Your order was placed on the 4th December and your review was posted on 12th December. We hope you will provide your details for our customer services team so that if necessary we can resolve any further issues. Of course they will refund or replace the product if you are not happy with your purchase. Apologies. BES

Posted 1 year ago

“Delivery was quick, but the contents, in this case a 20kg tub of heatproof plaster was smashed, the lid was broken all around the rim, there was a hole in the top and the plaster was all over the inside of the box, the box however was undamaged which suggests to me it was thrown in like that, how long it had been open in the warehouse is anyones guess. No reply to email using the website customer service form despite including 5 photo's of the mess together with the undamaged box.”

Helpful Report

Posted 1 year ago

Thank you Andrew for your feedback (two negative reviews received for same thing). We are pleased you received your item quickly. However, we are very sorry about the damaged item. We take instances like this very seriously and the appropriate members of our team will be reminded to make sure all items are inspected and carefully packed for safe transit. Rest assured customer services will be in contact in due course to replace/refund the damaged item. Apologies, BES **update** our customer service team emailed you on 28th November offering you a replacement/credit/refund but as yet we have not had a response.

Posted 1 year ago

“Placed order for collection from BES collection point. Website stated order ready in 30 minutes. Arrived 2 hours later to collect and order not ready or shown as processed despite me having order confirmation number and payment taken from account. Assistant in sorting this was very poor. Nobody prepared to resolved the situation whilst I’m stood waiting at counter losing money as I should be on jobs.”

Helpful Report

Posted 1 year ago

Thank you for your feedback. We have investigated and discovered an error in our processing (thankfully an extremely rare instance) Of course we have fixed this. We are extremely sorry for your experience and as a 'gesture of goodwill' we have issued a small credit to your account to say sorry. Please accept our sincere apologies. Regards, BES

Posted 1 year ago

“Placed an order last week for delivery on Saturday. I just got a call today (Friday) saying that their courier doesn't deliver on a Saturday. They have had 6 days to contact me about this. Shocking service”

Helpful Report

Posted 1 year ago

Apologies Ben as we were let down by our courier. Thankfully this is an extremely rare occurrence. We successfully deliver thousands of parcels each week and have a reviews rating of 4.7/5. Apologies once again. BES

Posted 1 year ago

“Unfortunately a bad experience. Ordered 4 items on Wednesday afternoon expecting delivery Friday. 1st part of the order arrived on Friday. Phoned BES to be told the rest of the order should arrive on Monday. Monday comes, nothing arrives. Another phone call to be told it should be there tues. Tues lunchtime, nothing arrived. Phoned again and now told the courier has lost the parcels. I was told I could order the lost parts again, pay for them and wait for a refund of the original parts. Which I would of accepted if the parts could of been shipped for next day in the morning. Told this was not possible and I could be 2 to 3 days delivery. Total joke! You would think BES would try thier best to get the parts send considering I've waited almost a week. Now waiting on a refund!”

Helpful Report

Posted 1 year ago

Apologies. We are pleased that part of your order arrived on Friday as intended. However, due to the size of the 3m lengths of pipes you ordered a second courier was also used. It is very disappointing and out of our control that this courier has lost the second part of your order. (thankfully this is extremely rare) Of course we were going to reissue your lost goods but a delivery to Aberdeenshire is not a standard next day delivery and so you requested a refund. Your refund will be issued accordingly. Apologies once again. BES

Posted 1 year ago

“Avoid that company.”

Helpful Report

Posted 1 year ago

Hi Ewelina, Thank you. Please note we have looked for your details on our system and were unable to find you. Please can you provide a BES transactional order no (please send to marketing@bes.ltd.uk) or more details behind your 1star review so that we can investigate further. Regards, BES

Posted 1 year ago

“First time customer. Took 2 deliveries over 3 days to get all the 'next day' order. Broken part delivered. Three emails to report problem - no response. Two calls to 'customer service' - both cut off as I tried to explain the issue and see if a return or refund is possible. It's clear you don't want to resolve the issue - so I won't be using you or recommending you in the future.”

Helpful Report

Posted 1 year ago

Dear Jim W, Thank you for your feedback although it is not what we wish to read. We are very sorry about your experience. Thankfully instances like the one you outline are very very rare. Rest assured we take our customer service very seriously so thank you for bringing the above to our attention. Apologies once again. Regards, BES

Posted 1 year ago

“Useless delivery drivers”

Helpful Report

Posted 1 year ago

Please can you provide some details so that we can further investigate. Regards, BES

Posted 1 year ago

“Sent wrong item, didn’t respond to emails when I asked for correct item or refund. Pics show the 28mm fitting I received when I ordered a 15mm x 1/2”. Not remotely simlar”

Helpful Report

Posted 1 year ago

Hi, we are very sorry about this. Thankfully picking errors are very rare. Of course we will sort out the replacement product , please email customerservices@bes.ltd.uk or telephone 0800 80 10 90. We apologise for the inconvenience. Regards, BES

Posted 1 year ago

“I purchased stainless steel fittings for a pressure application as they are pressure rated on the site, see part numbers 14014, 14013, 14057, 14058, 14060, 14014, 14114, 14024, 14004, however, when asked for the datasheet on two subsequent occasions (21/06/2022) and again on (07/06/2023), I have been told: " Hi, Unfortunately, our overseas supplier does not offer a data sheet for this Contract product Regards" Clearly, these fittings are not pressure rated if the manufacturer will not provide a datasheet! Why are they being mis-sold? I have tried contacting returns however, both of my emails have been ignored!”

Helpful Report

Posted 1 year ago

Hi Mark, Thank you for bringing this to our attention. We have raised your concerns with our technical & purchasing teams so that they can investigate. Your details have also been passed to our customer services team to facilitate a full refund. We apologise for any inconvenience. Regards, John

Posted 1 year ago

“First and last time I will be using BES , my order was not delivered contacted customer service by phone and email and was assured order would be delivered by the end of day. When it wasn’t contacted customer services again and told to call back at 7 . When I did the lady I spoke was super unhelpful and just cut me off rang back and was put on hold for 10 minutes by same lady who I could then hear in the background having a private conversation about a will ? And still no order . Very frustrated and disappointed .”

Helpful Report

Posted 2 years ago

Mr Sutcliffe, We are very sorry about your experience, it is not our usual very high standard. We were let down by our courier (which thankfully is rare) and we have some new team members whose training remains in progress and this will be addressed. Apologies once again. BES

Posted 2 years ago

“Ordered online and paid extra for a Saturday delivery to start the job the following Monday waited in all day Saturday no delivery and now I’ve had to cancel the job. Poor service when you pay for extra and receive nothing at all”

Helpful Report

Posted 2 years ago

We are very sorry that our courier let you (and us down) as we take great pride and effort to maintain our customer service. Please note that we are presently dealing with our couriers to ensure our very high service levels are met. In the meantime please contact customerservices@bes.ltd.uk Apologies once again. BES

Posted 2 years ago

“Ordered a Radiator Thermostat but was sent a sink drain instead.”

Helpful Report

Posted 2 years ago

We are very sorry about this. Thankfully it is a very rare instance. We successfully ship thousands of products to customers every week. Please contact customerservices@bes.ltd.uk and they will arrange for collection and the delivery of the correct product. Apologies once again. BES

Posted 2 years ago

“Avoid this company on any cost Very bad customer service and credit control of team”

Helpful Report

Posted 2 years ago

Hi Sunil, Thank you for your feedback. We can see that you have placed many orders with us, thank you. So that we can understand more please can you provide more details so that we can investigate and remedy where necessary. marketing@bes.ltd.uk Thanks, BES

Posted 2 years ago

“Terrible company. Paid for next day delivery. Called twice, each time I was assured that they made a mistake and it would dispatch that day. A week later and I still haven’t received the item. Customer service staff are entirely incompetent. How hard is it dispatch my order?!”

Helpful Report

Posted 2 years ago

Hi Alex, Sincere apologies as we have not met our usual high standards on this occasion. We made an error (new starter) with your initial order. We recognised the error and immediately dispatched an express delivery (FOC) as a replacement to make amends. Unfortunately you were not in to receive the order 'next day' and so your package was taken to your closest UPS 'collection point'. Of course re. initial error, we will be addressing our staff training to ensure we meet our usual high standard of service. Once again we apologise for the inconvenience. Regards, BES

Posted 2 years ago

“Poor service, I only purchased as item was listed for next day delivery, still not dispatched after 2 days.”

Helpful Report

Posted 2 years ago

Thank you for your review. We are sorry to read your feedback. As your review is posted anonymously and so that we could investigate further please could you send details:- transaction no./date/name to our email address marketing@bes.ltd.uk Apologies, BES

Posted 2 years ago

Please can you provide details to marketing@bes.ltd.uk so that we can investigate your anonymous review. Regards, BES

Posted 2 years ago

“I ordered from here and was told I would revieve my order in 3-5 working days. I didnt recieve it so I called them and they said there was a problem with the packaging but they would send it in the next 3 working days. again I did not recieve it so I called again and was told they would get back to me which they didnt. I then called to cancel my order and ask for a full refund and they told me they will get back to me to discuss further without cancelling the order. Yet again no call so I had to call again and was told my order had been cancelled yet no money had been refunded. I said if they cancel my order I then need a full refund and I was told I would get it in 5 working days. waste of time, shop elsewhere.”

Helpful Report

Posted 2 years ago

Sincere apologies Roman. This does not meet our usual very high service standards. We have actioned an investigation so as to prevent such an instance occuring again. Rest assured your refund will be actioned as a member of the team has stated. Apologies once again. BES

Posted 2 years ago

BES.co.uk is rated 4.7 based on 6,412 reviews