Hancock & Brown Ltd

I've Received fantastic service from this company over the last few days. Prices were great, everything in stock that I needed, all delivered when they said it would be. I spoke with a few of their team on the phone and had a good chat with the delivery driver whilst helping him unload - all were very friendly and helpful. Very good going in these difficult times. I felt compelled to leave a review, particularly as I'm a cash customer and not in the trade and there are known shortages and pressures on this sector currently.... 5 stars all day long from me. Many thanks

I ordered, treated wood for a decking base, online and received my order as arranged. I don't know much about wood but it seems like good quality, sturdy stuff. It was cheaper than, Wickes (which is my usual first call), Jewsons, Edecks and several other local independents that I checked out. I hope I can get as good a deal on the decking itself. So far, more than worth the 5 stars.

Ordered wood, and was delivered as expected but the driver called me back as he forgot some wood. Started doing the work the following day to notice they’d also forgot another two important pieces of wood that we needed.

Was told no one could deliver it until the following day which meant we lost a full days work and the people travelled over an hour to help us for no reason.

The missing wood was promised to be delivered first thing to then be told when calling it would be a couple of hours. The driver then turned up for it and moaned when I said we asked for it to come through the back as it doesn’t fit through our house. We were owed two wood and was told he only had the one but when I went in to get the paperwork he magically noticed I was right and it was two.

The wood was then left outside the front of my house in which I had to carry and walk around with on my own leaving my newborn in the house alone.

Terrible customer service and will never use this company again

Got ripped off terrible quality timber tried to question the amount I bought even though I measured it but couldn’t be bothered to argue. Was sold as Joinery grade timber but nearly all of it will be used as firewood. They will not get a new timber until the old terrible stuff has gone. Will not be returning here
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Edit as cannot reply
11th October

Before my visit i phoned and doublecheck if indeed you sell planed timber, you described as joinery grade timber.
After the 30 to 40 minute drive to get to your store and then the further 30 to 40 minute wait to be served by members of staff, then to try and sort through timber to find straightish ones that weren’t dirty or damaged.
After the further 20 to 30 minutes of loading into my vehicle.
To then be charged for more than I actually had.

The reason I took the timber in the end after such a long lengthy stressful process is because I’m very socially awkward I suffer with mental health issues thank you for your dignified and apologetic reply on today of all days which is mental health awareness day.

Perhaps you rely on this for people not to say no or to unload their vehicles after such a process. I am indeed a real customer and no I will not be in contact after the response you have given. My review stands I will not be returning. Perhaps you been in business for so long because you sell other products that may be of good quality, and this could well be a rare case.

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FURTHER EDIT :

Luckily I’ve screen shot your original reply. Yes I’m a real customer.
I’ve noticed You’ve edited your reply .your first response was, well shocking.

I will not be getting in touch , nor will I use your business again.
Thank you for at least typing you where wrong.

I have ordered multiple times now from Hancock and Brown. They have great quality timber at fair prices. On my 3rd order there were some delivery mistakes on both sides, which were handled in a clumsy manner at first, but to be fair they got back in touch to put it right. Thanks to Nigel for getting it all sorted.

The materials purchased were tip top, great quality and value, so I’d definitely be use them again and recommend. Especially as they stock a lot of timber sizes that I haven’t found elsewhere, and so have saved me a lot of cutting and hassle.

I had a small error with an online order, which happens and is
understandable, especially given how busy they are, but it was sorted and corrected with a quick phone call. So customer service also great.

I can’t thank Nick @ Hancock & Brown more for his excellent customer service and attention to detail from start to finish.

From the 1st meeting his focus, attitude to do a fantastic job has been in place and he is definitely a big credit to the company…Thank you!

Also, the quality of the decking product was outstanding and has landed superbly now that it has been laid.

Really poor customer service when trying to purchase and arrange delivery of materials for decking. Person on the phone provided minimal assistance, and made us feel as though our custom was a chore. Terrible experience.

Delivery driver similarly did the absolute minimum and was dismissive when I suggested he deposit the materials at the bottom of our drive, rather than the top, which would have allowed us some use.