about 3-4 weeks ago i ordered from jewsons in andover a select order to marshalls for 3 square metres of (york stone heritage walling) to match in with an existing wall my customer has, marshalls sent out (calder brown heritage walling) so it had to go back, when i get a call from jewsons to tell me the right colour has come in i get a couple of my lads to go and pick it up and start building the steps, only for me to go around the customers house last night to check what they had done, they had done a good job and looks very tidy but i then noticed that they are the wrong blocks again, marshalls have sent out (coach house walling), this set of steps arnt small they are 3.1metres x 3.1metres corner steps with 6 risers so the first 2 main risers have already been built.
what do i do, the customer hasnt said anything yet and seems happy but i know they arnt right, i know the customer isnt going to pay any more if i have to take them down and start again, i know i am not going to be dipping my hand in my pockett for marshalls mistake and i cant see for 1 minute that marshalls are going to give a ????
phil
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Replies
If it was me i would swallow the loss in labour and rectify the mistake.. put in a formal complaint to marshals and make sure they send out the right ones this time.
I know you lose out on the labour however it will save your reputation as all it takes is for one person to point it out to your customer and you'll be back later rectifying the issue with a black cloud over the whole job and your customer relationship
I can understand your frustration Phil but - especially as there was a previous problem with supply - you should have personally checked the delivery before accepting it and having your chaps lay the stone.
What part do Jewsons play in this ? Could they have ordered / miscommunication back to Marshalls ?
I think as above, don't involve the client, get the right items, swallow labour then take up with Jewsons and/or Marshalls.
P.s any goodwill from a supplier will be down to how you handle the issue. Make it hard and I would expect little assistance.
just been around to see the customer to explain to him what is going on, he siad he understands completely, and is willing to wait for the correct materials to come in, luckerly enough i did a large project for his sone so he knows what the quality of work is going to be like, and as i said he is being very understanding, i did not expect this kind of cock up from a company that is sposed to be one of the best in the building industry
phil
reply to (gary rk)
basicly i went to jewsons as they sell marshalls products, jhono the assistant manager done a order direct when they dont stock the item you want, he ordered the correct product as we checked the stock number when marshalls sent the wrong colour the first time, i did ask why it wasnt checked when unloaded, but no reply,
in my opinion jewsons should have checked both times before unloading the pallets, why shoud it be down to me to check, if i order something then i expect to get the correct product the first time not on the third time (well thats even if they get it right then) who knows?
it wouldnt be so bad but as i am running 2 projects at the same time i dont have enough time to run both jobs, i am solidly booked up now untill mid feb 2015 and when things like this happens it realy put me behind, today was going to be my first saturday off for the last 7-8 months untill this happened
phil
i totally sympathise with you, but the trouble with the majority of builders merchants is that the yard lads unloading tend to not really give a s*** because theyre usually young blokes more interested in messing around with their mobile phones and chatting rubbish to their mates than checking orders correctly, if there notes say 3 pallets of gear due on the delivery, thats about as near as you get to an accurate check, then theyre straight on their delivery wagon to the job. Seen it many a time.
phil smith yewtreelandscapes.com said:
We had one recently where one of the boys, on the Friday, pressure washed and repointed a patio. I didn't think it was rocket science so didn't go back to check until the following Monday. Over the weekend the customer emailed me asking for the cement to be cleaned of the patio surface! So there I was round with the brick and patio acid scrubbing and scrubbing to bring it all up beautiful. With the number of cowboys around customers are especially impressed and most likely to speak highly of us as a result of this level of customer service and willingness to repair issues.
Neil Petrie BSc Landscape Mgt said:
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