Building Supplies Online www.building-supplies-online.co.uk

Customer Service is diabolical!! They don't seem to believe in responding to emails or phone calls from their customer. At one point when I phoned I asked for the name of the Managing Director to which the response was "I don't know"!! How can you not know who you are working for?? The only way I got them to respond was by opening a case through resolver.co.uk (who are associated with Moneysavingexpert.com). As soon as I opened the case and the complaint was sent to them they responded within 20 minutes and arranged collection of the item I did not want. They also refunded the cost of the item but DID NOT refund the delivery charge - which according to Which Consumer Rights they should also do. I took a screenshot of the relevant part on the Which page and sent that through to them and by the next day they had refunded that as well. All in all they are a rubbish company with no customer skills whatsoever and I would NEVER recommend them to anyone.

DO NOT USE

As others have said unscrupulous, dishonest. I ordered and paid for an Ideal Standard basin and semi pedestal, the Ideal item code was correct for both the basin & the pedestal on the delivery note (which in fact came from another company,Ideal Bathrooms of Milton Keynes so they are only "brass plating") they both looked correct I couldn't fit for a couple of weeks until my tiler had finished. when I did fit I found that the wrong pedestal had been sent in that it was too deep to fit into the base of the basin. I tried to ring them a few times to no avail, finally getting through last Friday whereupon I was put on hold for 10 minutes then cut off, on ringing them back the answerphone was on, considering they advertise open 24/7 the lines close at 5.00 pm I then filled in their mail request (no e-mail address available) to which I had a reply and after 3 times going back and forth, they are refusing to take any responsibility for dispatching the wrong item to me and will not swap it over giving the excuse "because I have fitted it" I have advised them that as the item codes were correct there was no way of knowing it was the wrong pedestal they sent but still they will not move even though they have not fulfilled the contract and not sent what I had ordered.

They are totally dishonest DO NOT USE

I placed an order for £1345. Man on phone was very quick to take money from my bank.

However, I had a feeling I wasn't going to get my goods.

I called them and a lady said she was sorry but it looks as though I wouldn't get them.

I asked for a refund a whole week ago today. She said she would get it processed.

That was last Wednesday25th March 2020.

It is now Wednesday 1st April.

You can't call anyone - fair enough in the current climate.

So you are directed to live chat.

I had a live chat Monday asking fora refund update. They said they would pass my query to customer services who would get back to me.

They never.

I had a live chat on Tuesday and was told the same thing. But customer services didn't get back to me.

I had a live help chat today - Wednesday - a whole wee from when my refund was issued - and now the live chat team won't reply to me as they know who I am. The message thread stays in the chat box so when you click on the live chat icon it fetches up all of your chats.

Guess what - I used a different computer with no message thread and if by magic someone came on to assist me - wow. And guess what - they are passing on my query to customer services who willl get back to me.

£1345 - very bad service.

Complete waste of time.

Positives – They are quick and efficient in taking your money.

Negatives -

They do not send the goods you have paid for or any goods for that matter.

They do not answer the phone, their call system has three options all of them will put you on hold play you some music for a but and then cut you off.

They do not respond to emails. Emailed to ask where the goods I ordered were as they were listed with a 3-5 day delivery and it had been over 2 weeks.

They only responded and promised a refund when I told them I was coming to their office.

Ordered an expensive door from them. Delivery advertised as between 3-5 days. I ordered Saturday but didn't realise they outsource for products I will not receive the door for 9-40 days inc weekends when it should have been delivered by Friday at the latest. They weren't willing to pay the extra to courier it themselves. I needed the item urgently. Happy to take your cash then conveniently parrot that the it terms and conditions state nothing is guaranteed.

Building Supplies Online Ltd, STAY CLEAR.... TOTAL CON!!!

I have made an online purchase of £1,525.62 using my PayPal for 12 doors and 11 door handles on 12.May.2018, Saturday and realised that 2 of the doors were wrong size so I sent an email on 13.May.2018, Sunday asking them to simply change the order. By this time I still have not received any order confirmation.

Next day 14.May.2018, Monday at 9.06 am I have received the order confirmation stating the wrong doors. Obviously the first working day after the online order was placed someone walked into the office and processed the order without changes although they had the message asking for changes. Then I called them on the same day to clarify the changes and talked to customer services. They said that the order was already processed and they cannot change the order but they can cancel the part that was wrong so I can re-order it. I have agreed to cancel 10 of the doors as 2 of them were wrong size and asked for refund. They said that would be fine. However on the same day I received a call from delivery company asking me when they can deliver 12 doors. From there everything simply gone wrong.

Countless number of calls and emails but I simply cannot get any result. I even have an email stating that they have processed the refund and I should receive it soon but unfortunately so far nothing.

They have not even responded my recent emails since Friday and ignoring me. Last email I have received stating that delivery will be only for 2 doors not for the whole order of 12 doors and I should get refund for the 10 doors which the delivery is organised for 22.May.2018, Tuesday but no refund and no answer to my calls and emails.

Terrible customer Service. Stay Clear. BSO never again!!!

3-5 working days for delivery they stated. don't order from this company customer service is dreadful and you wont get a refund

This company is utter joke and should not be trading. PLEASE PLEASE avoid this company. I place an order for doors and frames on 06.04.18 and paid to have it delivered within 3-5 days. I had my delivery on the 5th day 13.04.18 just for the doors. No one has had the decency or the courtsey to contact me to tell me that frames were not being delivered. Waited over the weekend, so called on Monday to be told that the frames were not on the van due to failing quality control, when in fact they did not have it in stock. After speak to few agent who extremely rude and agrasive, and showed no empathy with the exception of one girl who was extremely helpful and understanding who tried to do what she could, I finally spoke two managers, a lady and gent who to be frank were both utterly rude and useless more so the gent who was laughing whilst in conversation with him. I was promised to have my frames delivered on Friday 19.04.18 by a manager. I called them on Thursday just confirmed that delivery is taking place on Friday, to be told it's been delivered to their warehouse on Friday and I would have it on Monday. This is what sort of company you are dealing with. Spoke to my joiner who was kind enough to understand and re-arranged the install from 16.04.18 and squeezed me in for 21.04.18 to now tell him again that it was not going to happen again. He kindly agreed to pick them up for me and they have refused. Honestly STAY AWAY FROM BSO. There are many companies like it that would value your custom. STAY AWAY. STAY AWAY.

We ordered some doors from them. Doors arrived damaged and were taken in by a neighbor whilst we were away. These doors cost over £200 and when I rang BSO I was told that there was nothing they would or could do. Terrible service STAY AWAY, thank god we paid on a credit card.

The worst on-line company I have ever come across. Customer Service is non existent and once they have your money they will screw you as quick as possible. Delivery Times on the website are a lie and returns policy an utter joke.

I recommend you pay a little extra and buy from a company that values their customers more, of which there are many.