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Customer Services

Our Customer Service Promise

Our Customer Service Promise To You

  • We provide you with an easy-to-access service and give you a choice of ways to get in touch with us
  • We value you as a customer
  • We deliver what we say we will  
  • We back this by making sure we are easy to do business with, as the only industrial distributor to offer next-day delivery with a one-hour delivery slot. If you place your order by 6pm over the phone or 7pm online, we will send your items the same day.

If that’s not enough, we also: 

  • Offer a no-quibble returns policy on catalogue items, and we will collect them from you, for free
  • Turn your quote around for non-catalogue items within 4 hours
  • Respond to every written, email enquiry within 2 hours
  • Offer a 20-minute pickup service. If you order online or phone our free-phone number 0800 66 33 55 and your items will be ready for collection in 20 minutes. 

The Standards We’re Setting

To ensure we’re meeting our mission as well as your expectations, we set ourselves standards we want to meet and measure them. This is how we’re doing:

  • 97% of items ordered are in stock
  • 99% of orders are delivered the next day
  • 95% of calls are answered within 30 seconds
  • 90% of queries are resolved on the same day
  • 94% of non-catalogue items are quoted in 4 hours
  • Over £1m of savings are delivered to our customers through our engineering programme each year
  • We also score highly on two areas that matter to us: ease of doing business and likeliness to recommend. But, don’t just take our word for it.