Recently I wanted some long lengths of regularised C16, that were too long for me to pick up, and weren't in stock at the BM I use, so I made the serious mistake of buying them from Wickes, using their "click and collect" service, with free delivery. The price was pretty much the same as if it had come from the BM, so no argument with that aspect.
When the timber turned up, delivered in a U Drive truck with a driver who didn't work for Wickes or Travis Perkins, it was all very bent and twisted. So much so as to be unusable (we're talking about £120 worth of structurally graded timber here). I tried to refuse delivery, but the driver refused to allow me to put the stuff back on the truck, saying it was nothing to with him and he didn't work for Wickes.
As it was an online order, there is a facilty to contact Wickes and give them feedback. This is what I wrote to them, by way of complaint:
This was rubbish. Every single board delivered was twisted or bent, some was unusable, even for the non-critical outdoor use I was putting it to. It was delivered by a courier who actually laughed at the state of what he was giving me, and who wouldn't accept my refusal of the delivery. Clearly you send out the discarded rubbish on delivered orders. Never again, I'll either pick stuff out in store or buy from one of the BMs that I KNOW won't want to rip me off. Shame on you Wickes, you've had a couple of thousands pounds of business from me during our house build and you've now lost all credibility with me.
Wickes have replied to saying they refuse to accept comments from customers like this via their complaints service, and will only accept complaints that make a positive point about their service or quality...........................
The stupidity of this sort of response is that it has now made me determined to never, ever use either Wickes or their parent company, Travis Perkins again. TP won't let you select timber, and their prices are higher than Wickes (I've never been able to work that one out), so now I'm going to deal solely with Sydenhams, our local independent BM, as their service has been excellent, their only weakness is that they often have to order stuff in so orders can be delayed for a couple of days on some stuff.