W J Lewis (Builders Merchants) Ltd

Phil Sidebotham
1 Star
Ordered some wood for a household project. Given spec by builder and placed the order by telephone word for word using information provided. On starting the job, builder informed me that the wrong spec had been delivered. Telephoned WJ Lewis. Initially they tried to fob me off by saying that the person who processed the order wasn't available. When I asked to speak to a manager I was connected to the person who took the order. Knowing I had a tradesman on site they claimed the correct wood needed for the job that had not been delivered due to an error on their part would now cost an additional 50% on top of the original cost. Ultimately I cancelled the order and obtained a full refund which to be fair was handled very well. Ordered the wood from Howarths which cost 20% less. Ultimately the job was delayed and a great deal of inconvenience was caused all round by their failure to process a simple order correctly. Will not be using again, would not recommend and more expensive for an identical product than other merchants. In response to the reply from WJ Lewis; I am not a qualified builder therefore I was unable to verify that the wood I ordered that was delivered on 17th June was the correct size. This was explained clearly to the salesman when I rang on 5th July after it became apparent that you had sent the wrong sized wood. When ordering from a builders merchants and providing specific measurements for a standard stock item, the least a customer would expect is for the correct item to be delivered. If a delivery note had been provided, perhaps I could have checked this? You stated that all you want is the opportunity to put things right however I purchased wood from you based on a quote quote you provided (using the measurements and type of wood word for word as provided by a qualified tradesman) before you tried to charge me 50% more knowing full well you had provided an incorrect quote and that a tradesman was at my property waiting for the materials to start the job. If you wanted to put things right as you claim, at the very least you would have done is to have honoured the quote you provided and exchanged the wood without trying to extort extra money from me. You did collect the wood within 2 hours and I have already acknowledged that the refund was handled well however had you got the order right in the first place and honoured the original quote it wouldn't have been necessary to do this. If you had provided a quote at the time I placed the order for the amount you subsequently tried to charge me, I would have bought from elsewhere as I had obtained a cheaper quote from another supplier. There may be different types of wood available however the wood I have since purchased and had delivered from Howarths is the same type and length and is around 20% cheaper than the price you were trying to charge me. Delivery charges are also lower even though they are based further away from my home address than yourselves. In response to 2nd reply from WJ Lewis You have stated that the whole situation relates to me not receiving what I expected. I expected the wood to be delivered to be the specification that I ordered quoting measurements and type word for word from a document provided by a qualified builder. Howarths managed to do what you failed to do when I used the same information from the same document which is to deliver the correct item and provide a delivery note to confirm. As to your assertion that you do not accept that this is your error, I will let the people reading this review to draw their own conclusions. You stated that you would expect customers to undertake "a basic checking of materials". This is hardly possible if a customer is not a qualified tradesman and is not provided with a delivery note to cross reference a consignment against. Ultimately you have provided a very poor service and I would not recommend your company to anyone who is considering placing an order with yourselves.
Thursday 7th July 2022

Radek Jedrzejczyk
5 Star
Great place, cheap prices and delivery service spot on. Thanks
Tuesday 17th May 2022

john travis
5 Star
Ordered 3 fence panel for delivery on Friday , they was delivered following Monday , but the wrong size was delivered , I rang them and the staff who apologized and arranged the correct size to be dropped off , no argument .the reason I would give a 5 star review is the Thursday after the the correct panel was dropped off, i had a call telling me that they owed me money because I was charged wrong in the first place . You can't beat a honest company that in it self is worth its weight in gold to me.
Sunday 4th October 2020

laura martin
5 Star
Absolutely brilliant service, would definitely recommend. I ordered stock late Wednesday / Thursday it arrived Friday... Good, honest and reliable
Friday 20th September 2019

Wayne Schofield
5 Star
Good stock, friendly helpful and polite staff, independently owned. What's not to like?
Friday 25th June 2021