Screwfix - good and bad!

[chris_d]

To future Screwfix customers,

As someone who is always doing some form of DIY or construction to my property, my friends and family regularly give me B&Q, Focus and Screwfix vouchers for birthday and Christmas presents etc.

I'm currently using a thermalite block and thin joint mortar system for a small extension and thus required an electric paddle mixer to mix the special mortar. I logged on to Screwfix, perused their products, filled a basket and checked-out but got presented with: "Sorry, we no longer accept vouchers over the internet". Already rather annoyed, I drive to Screwfix in Gloucester (22 miles away), duly fill in my little order form and go to the till but then get "Sorry Sir, your vouchers expired in May 2010". It appears that the £150 of vouchers I received as Christmas presents in December 2009 don't even last a year although I have another £50 of vouchers from a later birthday that have no expiry date whatsoever - beautifully consistent!

I remonstrated with the cashier who blurted out that: "...accepting them was at the manager's discretion...", to which I replied: "...you are a national chain and your processes should be consistent regardless of branch". The manager duly refused to accept them but rather surprisingly went on to say: "Try Cheltenham, they might take them". Now, if I hadn't been given the vouchers as gifts then I would have given up at this point as time is more important to me, however my conscious said that I had to try to redeem the vouchers for the sake of my kind benefactors. Off I drive to Cheltenham (another 8 miles), I waited for the dopiest looking cashier to be free and pounced - she didn't even look for an expiry date!

So, the lessons learnt:

1. Screwfix have stopped accepting vouchers online.
2. Always check vouchers for an expiry date.
3. Screwfix's policies are utterly inconsistent.
4. Screwfix managers are ignorant to the point that they can't see the possible longer term customer loyalty potential from a short-term concession. Had the manager looked at my account history then he would have learnt that I have spent several £Ks with them recently and historically!
5. Trainee staff need to be watched like a hawk, yet can really please customers in their own special way.
6. Vouchers are a pain in the pineapple.
7. There is a wonderful opportunity for a half decent, universal merchant in Ross-on-Wye.

Regards,
Chris

 

[RogerS]

I can vouch for all those points, Chris.

I also had a problem with Screwfix recently due to them changing systems. What made things even more amusing/worse, was that in the letter I received after writing to complain, I was given a complimentary voucher (the good news) and told to redeem it online! This after remonstrating to them about their inconsistencies !!

 

[misterfish]

I've usually found the local branch of Screwfix quite helpful, though have had a couple of 'anomolies' recently.

The first was their inability to find a product - using either the number or description I got from the web. They then looked on the web and found the number I'd given but said it must be one of the items only available online. They suggested always checking to see if everything was available at the counter. They then gave me their direct local number.

The second anomoly was more of a concern. I've had a customer number for years and always quote it on the form at the counter. At my last order i quoted the number and they came up with a completely wrong name and address. They searched on my name and postcode and got a completely different number and implied that the number I quoted was my error! Came back and checked an old invoice and there was my old number!

It doesn't matter wher I look on their website when logged in but I can't find my account number quoted anywhere. Does anybody know where it's shown (if it is)?

Misterfish

 

[chris_d]

Does anybody know where it's shown (if it is)?

Misterfish

Hi MF,

I experienced the same problem a few weeks back. As Roger mentioned, Screwfix have changed their computer system which for some unkown reason has meant that they re-issued new customer account numbers, although being utterly incompetent, they didn't actually tell anyone! Therefore, I got the cashier to use my postcode to find my new account number. I have also searched for my new account number online without success.

Having an IT and business consultancy background, I believe that this situtation could have been totally avoided had Screwfix management been properly advised about data migration issues. However, when it was identified that account numbers had changed, then the appropriate communication to cashiers and mailshots/emails to existing customers could have eased the transitional pain. Just another example of the poor management strategy at Screwfix.

Cheers,
C

 

[RogerS]

I couldn't agree with you more, Chris. Like you I come from an IT/consutancy background and if we'd been responsible for implementing the systems to the same degree of (in)competency at Screwfix (is that ScrewUP?) then we'd have been sacked.

I see no evidence of any rational thought processes, systems analysis, change management or contingency planning. Lack of consistency in how customer service facing people handle things/information processing etc doesn't help. It seems to me that they have a major internal communications problem.

 

[Lons]

Not the efficient company they once were unfortunately.

Received a damaged light fitting a few weeks ago and it took them 10 days and 3 phone calls to send it out despite promises it was on its' way.

Operators didn't press the "send" button I was told eventually :? ????

My customers don't want to hear that - cost me a callback of time + 30 miles so wary of what I order now
Bob

 

[misterfish]

Me too - IT background for over 20 years until I retired.

I quite agree that the update of their system could and should have been undertaken in a 'better' way BUT their incompetence fades into insignificance when compared to the current fiasco I'm suffering from with Alliance and Leicester converting to Santander.

Our own accounts were 'migrated' without any problem, but my mother's accounts that I manage under enduring power of attorney have had no details available for nearly five weeks. Trying to contacte them by phone (0844 number) is also difficult (on hold and being transferred for nearly two hours just to get confirmation of pension deposits before I could pay the specialist care home fees). They have at last finally acknowledged there is a problem with some accounts but no actual date for it being sorted out, I've even formally complained and they are paying (allegedly) my mother £30 for my time and inconvenience. Compare this to paying new customers £100 for signing up, so it shows they don't care about long term existing customers.

Misterfish

 

[RogerS]

Misterfish..don't talk to me about Santander :evil:

LOML and I have wasted hours and hours. Just wish there was a way to invoice them for our wasted time.

 

[Eric The Viking]

Misterfish..don't talk to me about Santander :evil:

LOML and I have wasted hours and hours. Just wish there was a way to invoice them for our wasted time.

Am considering leaving RBoS as Santander have just bought their branches in England and Wales.

Screwfix? five words: "now owned by B+Q" and "Toolstation"

Personally I can't stand the SF trade counters and have all but stopped using them.

The chap who started SF sold it, then started Toolstation some while afterwards. The quality of tools is variable (the consumables are pretty good), but you can check local stock online and make up an order they can quickly fulfill over the counter from a code the on-line system generates. Their range is smaller than SF, but I can live with that.

IIRC, Travis Perkins recently bought a large share, so it may be on a slide. Time will tell.

Cheers,

E.

 

[misterfish]

Misterfish..don't talk to me about Santander :evil:

LOML and I have wasted hours and hours. Just wish there was a way to invoice them for our wasted time.

We're not the only ones - have a look at http://forums.moneysavingexpert.com/sho ... ?t=2566263 where I and others have posted our hassles and frustrations. Also they are worst at customer service http://forums.moneysavingexpert.com/sho ... ?t=2656493

Misterfish

 

[LocalOak]

Unless its shut down in the last few weeks there is a very good independent merchant in Ross on Wye, the General Tool Store

I have bought loads of things there and they usually have some heavily discounted powertools in there too.

 

[chris_d]

Unless its shut down in the last few weeks there is a very good independent merchant in Ross on Wye, the General Tool Store

I have bought loads of things there and they usually have some heavily discounted powertools in there too.

I do go there a bit, mostly on Sundays when I can't be bothered to drive to Gloucester/Hereford but their range and pricing will never match Screwfix.