“I ordered a silicone gun and wanted to return it. I paid £7 for delivery and another £7 to send it back. When I emailed them they said it would be £14 to send back through them. So I sent it myself which was £7. So this cost £14 just for delivery and return of it. Disgusting prices really”
Hi Michaela, thank you for your feedback. We do offer free of charge delivery for orders over £50+vat, but as your order was £15+vat, there was a £5.95+vat carriage charge applied as advertised on our website. For the collection of unwanted items, like most other courier companies, our carrier provider charges us to collect the item and then charges us a second cost for redelivery back to our warehouse - hence the double cost quoted when you enquired. We recommended you arrange the return yourself, as this removes one of the carriage costs, which is what happened. Once again, sincere apologies that you weren't happy with our carriage charges, but we genuinely only cover the costs incurred and charged to us by the courier company and always recommend ways to minimise where possible.
“I have been using protrade for years but find the manager Gordon on the trade counter very moody and unhelpful he goes out of his way to be unhelpful and untruthful ,on the other hand Adam is is brilliant very helpful always talkative ,he’s so bad I’ve asked when he’s not gheee so I don’t have to deal with him .this is a very honest review . It a 5 star for Adam a zero for gordon”
Hi Shaun, firstly, a wholehearted thank you for your business over the years. Your custom and loyalty is greatly appreciated. The positive feedback is great news, but we're really sorry that your experience has not been replicated across the team. This certainly goes against the grain when considering other reviews, but please be assured that we are determined to ensure the customer service levels you receive going forward are consistently high across the entire team. Thank you again for your feedback.
“I take a day off work for DIY, I order 6 bolts from protrade online. They don't arrive but you phone me and say the minimum order is 50 and cancel my order but then fail to refund me. Having to get a refund thru my credit card company, you must be soo proud of your customer services”
