“Missing parts of the order. Other items not up to standard. Brooks made a good effort to rectify this. I received the missing parts but they delivered the wrong item to replace the below standard items. Good effort but not great really.”
“Click and collect. I had to cut the wood myself as they didn't have the lengths I had ordered, after cutting it I realised they supplied the wrong size of timber.”
“I was very disappointed with the online system, as the items I order online were not available in the sizes I ordered and paid for in advance. I was informed by staff that this was a common occurrence, as the system checked stock companywide NOT by location. Even though you have to select a location and not then informed that the stock is not in your selection.
The staff was very helpful but I had to get items I didn't order and get refunded the difference in price, which took time and caused annoyance”
Hi,
Thank you for your feedback.
The total stock shown online is per branch, unfortunetly we have to list all lengths available company wide but we do have the below note.
Timber shown on our website may not be available in the exact length you request. If we don't have your requested lengths in stock, we can supply timber in a "metre run" equivalent of your desired length. Please contact us if you have any specific requirements.
We are trying to improve this & hope to have branch lengths listed soon.
Thank you
Brooks
“Product supplied when I arrived to collect was a similar but not identical replacement, and not the specific one I ordered (and which was listed as in stock) online. The only reason I made the order was because it was supposed to be in stock.”
“My order arrived 3 days late, no communication from company office to inform me if this or when the delivery actually arrived.
I’ll pay more for items with a different company next as I won’t use Brooks again.”
“Priced timber on the website and it was €56. Around 2 weeks later I went to the shop in Sandyford and ordered the timber, they told me it would be €147. I asked why so expensive and was told the price increased. I decided not to buy it, went home and looked on the website and still €56, only then I realised I could buy and pay online so in the end I got it for €56. Don't go to the counter staff if you can avoid it”
“The timbre were warped and three planks arrived in the incorrect size. The fact that the wood was warped was a real let down and really put me off building the acoustic panels I needed them for, but what could I do, I had to build them like that. Shame.”
“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.”
“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.”
“Ordering was fine however, I did request for the delivery to be made on a certain date. The delivery was then made the next working day following the order and was just left in the garden exposed to the elements. I was not notified the delivery was made and only found the delivery my chance as I was not expecting it for another week.”
“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.”
“I ordered on-line and found the process very confusing. I asked the "chat" before ordering that I needed to know when I ordered if it was available as I needed to collect it and was told it would be ok.
Once ordered I received an email to say a representative would be in contact with me about delivery even though I had chosen to collect, I again checked with the "chat line" and she said someone would be back in contact with 24 to 48 hours which directly contradicted what she had indicated minutes earlier. I then said I wanted to cancel the order and while she was checking with the "order department" when it would be ready I received an email to say my order was ready for collection!
It is all very confusing, it is either a "click and collect" or it is not and I am still not sure of the answer and would be hesitant to use the service again for an urgent order.
Even this feedback form is incorrect as it asks questions about delivery when I collected the goods!”
