“Did a click and collect order last week. When arriving at the store the order was not ready for collection, I had to get the items myself from various parts of the store and yard and when I went to collect the final items on the order they were not in stock which the website had allowed me to buy a couple of hours earlier this resulted in having to que up for see a sales assistant and have my order amended so I could take a similar product. Altogether over an hour between the store and yard collecting my items which I thought would be ready for collection. Very bad experience and won't be returning to or recommending burkes.”
“I purchased a door and a handle set box online last week through Brooks.
The order went through perfect online as the website was easy to navigate, and recieved my confirmation email. A member of staff even rang me to check what time I would be in to collect the order. When I went to collect it, the man in the shop was very unprofessional and told me ‘No, sorry you got that wrong we don’t have that door in stock it has to be ordered’. When I told him the website said that there was1 in stock in Cork and a member of staff rang to tell me it was there and asked what time I was coming, again he told me I must be wrong and that you can’t trust anything on that website. After asking him to check it with the man who rang me, it turned out the door was there and I was right, with no apology for his mixup. When I got it home and we started to hang the door we noticed it was damaged, but couldn’t be bothered bringing if it back to deal with staff who are that unprofessional. It’s unacceptable in this day and age of people using a click and collect service and trying to avoid too much public interactions to not have a proper and adequate click and collect service in place. Except the door I ordered was only available in Brooks, I would be hesitant to choose them over another local provider.”
“It’s not a rant but just want to give genuine feedback.
When I placed the order it didn’t say that 3 of my 5 items were not in stock so I’ve ended up waiting almost 6 weeks. (Actually only receiving 4 and got a refund) But it’s more frustrating finding out after order is placed that items are not in stock.
I ordered a 2.5L tin and received 2 X 1L. I fully understand 2 X 1L are probably more expensive in your system but from my point of view I paid for 2.5L and only received 2L”
“Staf all very helpful and easy to get through the yard collection.
Website order does not match the stock available onsite and had to fo to 3 x different sites in Dublin to find the right stock.”
“I found brooks very easy to order from, everything was of a very high standard, the only issue I have is I think for health and safety it's very dangerous to have just one delivery driver on the truck, in my opinion there should be 2 men on it as it's alot of very heavy lifting for one man to be doing by himself.”
“Cork depot - DO NOT BUY FROM HERE. Made an online purchase of 13 rafters for an extension. Delivery date was 27th May. The job had progressed & I needed these sooner, was told slim chance I could have them on 26th - no sign of them. Carpenters had to take a half day. Next day expected delivery - no sign again - rang the shop & was told I wouldn’t get them til tomorrow - a day late on original date. Carpenter stood down again. Was told that because I enquired about adding more timber to the order the salesman held back on my delivery because HIS INTERPRETATION of my enquiry was that I was going to call back and add them to my order. No customer sympathy. Was told the trucks don’t deliver 1st thing in the morning also so I more than likely won’t have a carpenter for the 3rd day because of the brooks sales rep. I advise anyone do not buy from here. Arrogant & ignorant salesman on the phone also.”
“I have bought off Brooks in the past and try to avoid buying off them because of the abysmal customer service when you are onsite. This time I thought that by buying an item online, it would be ready for me as a quick pickup. This was not the case. I was sent out to the yard to look for the item, no staff were visible. I waited for 15 minutes in the middle of the yard but still no help. I then started walking deeper in to the yard and found 3 staff member having a smoke behind the last timber racking aisle. I asked them to help me access my order and then asked if they have a facility to cut it to size. He asked me if I brought a saw. I did as I doubted they would offer. He then said I should fire away and went back to having his smoke with the boys. Will not be returning.”
“Chat service is useless, I cant get answer to a simple question: is the branch closed for lunch or not?
Does anyone in Brooks know what "Click and collect" service means? In my opinion Brooks provide a pay online service only!!Because after a customer places an order on line, they must wait a few days then send an email regarding order status. When they reply that the order is ready at the branch you have to go through all the steps of a normal sale: first visit sales counter then cashier then wait at warehouse collection point. This to me was just a regular sale and there was no need to go through the online process which now seems like just a waste of 2 days. I think it would be easier to go straight to the branch and skip the click and collect process”
“First visit, really surprised with how much stock was available, very happy with service, Staff were very friendly, polite and professional. Will most definitely be making use of the Store again in the near future :)”
“Ordered 3 items online and was phoned after I paid to tell me it was not in stock.Then I arrived to be told a second item was not in stock.Safe to say until the online stock is correct I won’t be using this again.”
“Very quick delivery but I wasn't informed when items were delivered. I am not sure if the issue is with Brooks or the courier, but the items were left in front of the house, where I don't live yet. There were big plasterboards left there for a day or 2 I can't say, protected with a sheet, but just got lucky I stopped by the house before it rains. Same with a big box left in front of the house, that could have been stolen.”
“No communication by the Brooks Timber till I found my order in front of my door while coming back from health related appointment. That morning I have been called by a phone number which I couldn't reach that when I attempted to call later that day. I assume it was from Brooks deliveries but as you can guess it was well planned as it was only before leaving outside of the house. I attempted to confirm my delivery two times over chat on the website but they kept saying you will be informed when there is a news yet they showed with no information given prior to the delivery.
Who made the delivery?
- Who knows who? I don't know, maybe some random guys made the delivery.”
“I have used Brooks 4 times. First time i did an online order. I'm only a few kilometres from the local store and everything was in stock but it took a few weeks to deliver, so last time i would do that. Second time i did a 'click and collect' order. Again everything was in stock but didn't receive any email for days on order status and had to call them. I was told its ready so went to collect. 3rd time i went to the store....As a non-trade customer i felt intimated by the staff and were not interested or helpful in any of my purchases. I ordered 8 sheets of plywood in the store and backed my trailer into the warehouse for collection. The staff in the warehouse told me that they don't have any plywood in stock. I went back into the store asking why they sold it to me if they don't have it...to which i got no reply except a refund.
I have not and will not use them again. Currently going to McMahons builder providers for all materials and very happy with them. Nice knowledgeable staff and very pleasant to deal with.”
“Staff in the main building were helpful and attentive, but the chap in the warehouse was rude and ignored me for about 5 mins. All he had to do was look across and say "I'll be with you in a minute". Needs to learn how to treat customers who are not in the trade with a bit of respect and basic manners.”
