“Timber itself was fine and reasonably priced. But in store at the counter things have not changed.there were in total 3 customers in the shop . There were 3 staff and only 1 was serving customers and he spent about 25 minutes talking and explaining things to the customer he was dealing with . When I was finally served by another staff member I had my timber loaded tied down and ready to leave and I saw the other staff member was still dealing with the same customer. Which was approximately 40 mins at that stage . This is a ridiculous length of time to spend with 1 customer while others are waiting to be served.”
“Ordered timber via online option “click & collect” when visiting the store there was only 1 staff member able to process & they were on coffee break I was asked to wait I returned after a further 10 minutes & asked to wait a little longer, shortly afterwards I was summoned to the counter where my order was able to collect…next time I will check online for price & availability but place an order directly with the counter staff which has always been swift & professional”
“In store price is not the same as their online price and they don’t price match the website which is pain when you then need to stand at the counter order online and then wait for the cashier to receive your online order.”
“No problem with Brooks..... great to be ble to order and receive from Brooks online ...... but the delivery service ...... i mean abandoning my package in the weather outside on the driveway is not a couriers best option ...... we were here atb all times and could have responded if called, knocked on, phoned etc......found the package later in the evening damp from rain but otherwise ok ?
what say you ?”
Hi John,
We will look into this with our courier company, sorry you experience was not as positive as we'd like. Our goal is always to provide a great experience and we appreciate hearing from you so we can learn from this situation and improve moving forward.
Really sorry for any inconvenience caused.
Thank you!
Brooks
“Good prices, can deliver and make it relatively convenient to order. Beware though, they will short you and screw you on some stuff. I bought 40 standard 4.8 metre lengths of 2x4 and they showed up with a truck of 4.2m lengths, and gave me the same total meterage of length. Unfortunately, as they well know, a 4.8 metre length is not simply the sum of a 4.2m and a 60 centimetre bit at the end. By their logic they may as well have given me 2000 ten centimetre bits of wood. Didn't call me before arriving to check if this was OK, and they had me by the balls when they arrived, but beware.
One should completely ignore any approximate delivery times as they will basically put off delivering your goods over other priorities or trade customers indefinitely, I think I was waiting another two weeks longer than I was initially told and was getting all sorts of colourful excuses for it as it got delayed further and further.
They will obviously whip out the auld covid excuse, but the stuff was in stock at the time of purchase, it was just a matter of getting it to me. Ditto for the 4.8 metre lengths which were supposedly in stock when the transaction went through.
All in all, better than the competition for retail building materials definitely, Goodwin's don't even have a number you can call which is hilarious, Brooks actually has a decent enough website and I would recommend them, just clarify stuff to death.”
“1. Your Website needs attention in terms of the Headings/Description of Goods and where the actual goods are situated under the different columns.
2. Your method of having to queue to get the payment authorised is a waste of time because customers have to queue to get this done.
Assuming you are using Realex or one of the modern payment systems, all that should be required is proof of ID or a letter of authorisation to collect the goods if a person is collecting the goods on behalf of a Company.”
“The online site never works properly , and when i could not order online to click and collect i was charged an extra €4 on a €35 order when i purchased it in-store .all in all a good place to buy from but the online website needs a complete overhaul”
“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.”
“One of the items I ordered was not in stock, this was not mentioned prior to purchase. When contacted I was told it won't be in stock for at least 6 weeks and even then the rep wasn't sure if it would be available at that point. I subsequently cancelled that item.
Everything else was good and delivered in good order.”
“I am not a tradesperson so my view is as a retail customer in Sandyford
I think that the whole operation needs updating - the shop part is quite messy and unstructured.The payment process is very complicated.
All in all it seems like a bit of a throw back to how builders providers worked in the 80’s.
Peter”
“Hi,
I drove 15 mile to pick-up the items I reserved to find they were out of stock which was disappointing.
I am currently waiting on the items to be posted out to me but as of yet this hasn't happened.”
Hi Mark,
Really sorry the item was not available when you got to the branch, we did ship this item to you on 04/12/20. Tracking details have been sent via email.
Please contact sales@brooksgroup.ie if you have any queries.
Regards
Brooks
“At the first time I was ordering everything was perfect (quality, price, fast delivery) but with the following 3 orders was some problems. (Timbers were worst quality, some parts were green, some of them were even broken )
Sometimes I got e-mail about something was out of Stock, sometimes I got something else instead of without asking me. Also would be good to know in advance which day I will receive my order.
I was not at home twice and nobody told me an estimated date about delivery.
Not blaming, I know it was a hard period for everyone but some things could be improved.
I would definetely recommend to order from here if everything goes as the first time. :)”
“I entered an order for collection but received no email indicating it was ready for collection. Staff on the order number were able to sort it out, but there seems to be an issue with collect orders on the website and it's not the first issue I've had. Previously my account disappeared, and with information on previous orders which I was relying on to help creating new orders.”
“Bought insulation off and when I went to use it one of the roles was wet. It came off a forklift into my car then out of the car to use and it was really wet from the inside of it”
