Fairalls Builders' Merchants - Godstone High Street

What a brilliant place! I have never seen a more well stocked builders merchants. And the prices all seem pretty competitive too. The staff however is where I think this places really shines. Everyone is so helpful and friendly. They also know a lot about the products they are selling. Whenever I've needed a bit of help or advice there is always someone there who is happy to help me out.
I can't recommend this place enough. All the yard staff are very patient running around helping me find the right timber. The decorating department is fantastic the chap who runs it is very helpful and I've never not got the colour I wanted. The guy who runs the trade counter is brilliant and is always so cheerful, all the other counter staff really are just as fantastic helping me when I need it.
They've got people there with expert knowledge in plumbing, tools, timber, they even have a gent who is brilliant with key cutting. Seriously even on the phone I've had all my calls answered quickly and professionally. 100% visit fairalls for their great customer service if nothing else. Its fantastic.

I used to come here regularly for years before the 1st lockdown but never again. Over the past 2 weeks I have been in 3 times and each time has been a terrible experience. 1st visit, a staff member was just outright rude and spoke belittling towards me to the point I considered leaving (which looking back now I certainly should have done). I lodged a complaint about this staff member to the cashier but they didn't seem bothered and gave a very sarcastic "oh I'm sorry about that" and that was it, end of conversation. 2nd visit, only 1 person from the yard seemed willing to help and serve customers whilst the others just wondered around at a very slow pace moving random small pieces of timber. I was in a queue of 6 people but 2nd in line so assumed 5 minutes would be plenty of time to get my order but surprisingly 25 minutes later they finally took my order but only had approximately 40% of what I needed. 3rd and very final visit, a cashier must have been in a bad mood as I was spoken to like a fool, rudely and as if I was not a paying customer requiring some level of service.

I don't know what has got the staff so annoyed recently (and yes I am aware these are difficult times for everyone) but I have experienced nothing more than poor service, inflated prices, unnecessary rudeness and utter disappointment.

Sorry Fairells but you have lost this company's account permanently. Would not recommend to anyone......ever.

Glad I discovered this hardware shop, has been very useful in doing up my gaff. Staff are friendly and can usually tell me what tool I need and what not to do. Has most of the basics and seems to fit a lot into its small footprint.

Paid cash for an item, then got over charged, then had a load of hassle trying to get my money back. In the end i had to accept the refund by a bank credit (I had just paid cash 10seconds ago)
Still no refund in my bank account.
Rip off a first time customer (I guess buyers beware)
Not impressed.

Overall helpful staff but as other reviews say there is one member of staff who should not be allowed to talk to customers

Vast selection of materials and tools,
Can be expensive depends on what you buy.
Customer service varies greatly between staff, some are friendly and knowledgeable after being there for many years, others should not be serving public!!!
As they are the only builders merchants in the local area they can charge and act however suits them at time 🤷‍♂️

Very helpful, double checked my measurements and helped me get the right boards 👍😎

Shocking prices, but then I guess it was convenient for me as it would have been out of my way to go to my usual supplier.
Just a note to the an individual working behind the counter that if you are going to enforce covid rules it would be nice that you follow suite.
Blowing your nose then passing me my paperwork then not sanitising your hands after has a higher risk of spreading germs than me not following your one way system.double standard's . Disappointed