DRL Limited - www.drllimited.co.uk

I want to commend you on your staff and their work ethic. I needed to contact you with a change to my delivery date, I spoke to someone - she noticed that the order and details had not been received by you - I thought this would then leave me to sort it out, she could not have been more helpful, from start to finish - she was friendly helpful willing and professional with a personal touch - after I thanked her for all her help she didn’t take the credit for herself , she explained it was your companies way of dealing with their customers. I cannot thankyou enough - it’s so nice to be able to write something like this - it’s quite rare to receive such service today. Just one other point - she even took the time and trouble to ring the following day to make sure everything was to my satisfaction. !!!!!! Superb

From the moment I made the first enquiry to the moment I eventually placed the order civility reigned. After placing the order, I was further impressed of the delivery time of the appliance being less than 7 days. I was kept informed throughout by email and by phone on the day of arrival. The old side by side american style fridge freezer was completely removed and taken away... I expected a hitch in the process somewhere but the whole process went like a dream. WELL DONE and THANKS...

Below is taken from my review of EXPERT Logistics, and encompasses my thoughts of Boots Kitchen Appliances that I now know are actually a pseudonym for DRL Limited, a company that works under the guise of several major retailers as an online appliances store and makes people believe that they are more reputable than they perhaps are by obviously contracting these companies for the lease of their name.

Boots Appliances are ‘run’ by DRL Limited on the website it says so and I assume this is the same for the Next Appliances site, the B&Q Appliances site, the list goes on just go to DRL Limited’s web page to see how many they are connected to and check the fine print on any appliances site before you order!

I can also state that I fully disclosed all the supposed issues with the access to our property a standard Victorian terrace and that we have already had delivery of an American fridge freezer in the past, I think the below covers the rest, the comments I made after were when EXPERT logistics made an attempt at customer service to ask for our order number to improve their future service…I still have yet to have a response to my comments.

"Can I give zero stars for 'EXPERT' Logistics?"

After ordering on Sunday for next day delivery we received a text on Monday morning to say it was due for delivery I called to ask what time slot and was told it wasn't coming, Boots Appliances were having an issue with the payment although our bank upon talking to them had released the money?!

So I arranged to have a day off on Wednesday, today and get a call at 6.30am to say they will be with us in 10-15mins, all good I suppose from this point...

We unplug the current fridge freezer and move it out of the way (a model that is overall about 2cm wider than the new one), we have ordered a side by side american fridge freezer to replace a faulty one, so this previous model had been delivered (by Sprint deliveries) no problems regardless of our 3 steps and tight corner round the staircase. All these delivery problems I disclosed on the order and told Boots on the phone the day previously when they called to discuss, they like me agreed if our previous model had been delivered fuss free we should have no problems.

Well as soon as the drivers entered the house they said they could not even get through our front door, then saw the staircase and said they would damage the fridge which put our faith in them immediately. They asked if they could come round the back which at first we were unsure about as we have issues with our back door but as they were digging their heels in about coming through the front we got the back open, well we needn't have bothered as going into the garden every other thing was an issue he even said the gate wasn't wide enough! Then the ground was uneven, then it was too far...the list goes on but to us it all sounded like excuses as at the end of the day they are delivery drivers they even said they don't get paid if they don't deliver, well the simple answer to that is stop searching for excuses and get it delivered!

My partner spoke to their head office and was told if we would not accept liability for the item being damaged by them bringing it in the front or allow them to leave it in the hall they would not deliver. He refused and so was asked to hand the phone back to the driver, he took the phone shut the front door and didn't even say bye; rude and obnoxious from start to end!

Thank you for being a poor excuse of a delivery company and adding to the ongoing belief of mine that customer service is dead in this country and that delivery men have so many loopholes to jump through that they rarely actually deliver to a house and often try to dump them at the most convenient place to them and least convenient to the customer, who was always supposed to be the one that was right?!?

Well we provided two means of access to our house and neither being good enough who can deliver here? I have no idea how we have got a 3 seater chesterfield sofa down the hall, the previous american fridge freezer, the cooker, the washing machine, the dishwasher etc etc perhaps they were teleported as we have never had anything delivered via the back door despite how easy that access is, perhaps it was that they had to walk an extra few metres to get round there!

Avoid EXPERT logistics at all costs it disappoints me to see the list of companies on here that use them!

I'm not convinced that you will do anything as this seems to be your standard automated response to all the reviews on here. I am currently searching for a company that does not use you as a delivery firm that is how much faith I have in you completing your task as a delivery company.

Surely your direct objective is to deliver items, therefore have adequate tools to do the job if lifting up/over steps and around corners is required and like I said Sprint deliveries were able to deliver a item of the same dimensions through the same door, up the same steps and round the same corner so surely you need to do a thorough check of your company objectives if you cannot negotiate these boundaries.

Our order is BTS8365140

If you could do something for me, tell me the companies that you don't deliver for to save me some time as somehow you have the contract for several large companies yet with a 2.5 star review from almost 200 'EXPERT' are clearly not so good as their name would prevail?

Any comeback would be gratefully received to know that you are not just sending blanket responses to people to try to show you are a caring company as when we spoke to you on the phone this morning there wasn't much room for compromise in meeting your customers expectations.

Delivery of a fridge freezer in the front garden or if we were lucky the hallway is not what we would expect.

Upon further investigation it appears that EXPERT Logistics are somehow connected to DRL Limited and have the monopoly on delivering domestic appliances and are contracted to several major retailers under the guise of that retailers name. Well I'm not sure how that lies in terms of competition and being able to get an appliance from another retailer knowing it will come from them and not through DRL and via EXPERT. What a joke the no.1 two-man delivery company I do not think!

I would like to know I could go to another retailer and deal with them direct to know that I can get an alternative level of customer service, sadly there is no certainty in life and going to another company may result in worse service but it might also be better and that is the reason for a competitive market which in the world of home appliances seems not to be the case! If there is no competition why bother offering a good level of service?!