Broad Street Diy Ltd

I’ve had very mixed customer service from Broad street DIY. Some of the staff really do try but several experiences have left me wondering whether they actually want my regular business. This morning I couldn’t wrap my head around the absolute determinedness of the member of staff to give me the most unhelpful answers. I called as a trades person to organise materials for a client to be delivered. I’ve paid over the phone before but this time he wouldn’t do it unless it was the address the card was registered too. Fair enough if you have policies, but either stick to them so I and other trades people can actively not use you as a business or actually think about the large pool of potential clients you’re missing out on and rethink that policy. Most businesses I know have a billing address and a delivery address. Why don’t you??? But at the very least don’t make out you think that’s totally normal for a building material supplier. Don’t aggressively give me a ‘won’t do that’ with no explanation why. The member of staff suggested that I ask my customer to call and organise the materials. Their suggestion didn’t even validate a response and having to explain why that’s a problem for a trades person only evidences how very little the business/individual is taking the customer experience into consideration. I am extremely understanding that one individual doesn’t represent the business entirely but I’ve had other members of staff tell me that an item I’m looking for ‘doesn’t exist’. I tried to explain its on the market elsewhere but you mean to say you don’t sell it… no ‘it’s doesn’t exist’. I got the item from Screwfix straight away but wanted to give the local independent the business. I had a key cut which didn’t work with 4 attempts. I used to cut keys for a living and could see that each time it was cut too hard with a heavy hand. I’ve had a member of staff misunderstand me, which is only human, but he chose to take no responsibility for his mistake and chose to be rude rather than reflective that maybe he misunderstood. I want these businesses to work because they’re independent, hence why I have written this lengthy feedback. It takes a certain type of individual or business mind to step back and read this and see that this comes from a genuine place of support and concern. I hate to admit but, but Broad street have made it easier for me this morning; I’d rather go to the big corporates because at least I get treated with decency. The staff are honest if they don’t know something but helpful to find resources to find the answer. They also have the basics down… billing address and delivery address.

Broad Street DIY is a great local builders merchant. Their friendly and helpful staff, extensive range of building and landscaping supplies and competitive prices make them the perfect destination for all DIY needs. They're always happy to provide free advice, Stuart in particular is very helpful and knowledgeable. They supply screws, bolts, washers etc individually so you can purchase just what you need, reducing both cost and waste. A couple of the guys there are very handy with the table saw and vertical panel saw and are able to handle very difficult cuts with precision. It's great to support and see a local family business offering a better set up and service than the larger companies. Highly recommended!