Handle Hardware Reviews 260

I have received excellent service from this company from my initial enquiry about stock availability of door handles to actually receiving them the next day! I am blown away and fully recommend them and will without doubt use them again in the near future.

Excellent communication and sales transaction. Unfortunately, they did not have the colour of the item I wanted, but they provided a suitable option.

I am doing a lot of ordering at the moment, and I have to say that Raj and his team have been the best. Wanted a complicated stay open hinge, which he was very helpful with helping me get the correct one. Then there were stock issues, which initially we 10-12 weeks. Communication has been brilliant at all times, and they managed to get them to me in 3 weeks.

So great products and really good communication and customer service. I would give 6 stars if I could, as I even got communication from Raj at the weekend!

Product delivered quickly and on time. Instructions were easy to follow and lock now installed successfully. Changing the code was much easier than I anticipated

Excellent service and contact from ordering to delivery thank you Raj. Ordered handles and they arrived when they said they would and was kept informed about the order from the beginning to the end
Kevin

Fantastic service, I was amazed by the high standard of packaging for my product. Item was well priced and very well made. Would use again and recommend.

This firm acknowledge the order asap and let me know when they sent it and it arrived in perfect condition when expected.

Order was exactly as described & illustrated. No delays, quick delivery with good track communication.

Much appreciated, Mr/Mrs S&R Kuropka-Smith

Extremely quick response to my initial inquiry. I needed door handles quickly and Raj was fantastic getting them packaged and delivered for the next day.
Would certainly use again and happy to recommend.

The company itself is fine with good communicative staff. Unfortunately they use FedEx for deliveries. FedEx don't deliver when they say they will; and then say that they have delivered when they haven't. An immense amount of inconvenience is therefore associated with what should be a very simple order.

Super quick dispatch and excellent value for money.

Product as per photo and description quick delivery excellent

Very bad - ordered (6427/010920/26) 1 x No 4 polished brass numeral in a particular style - in response I received
(i) documents in respect of that order but changed to an order for 1 x No 4 or perhaps 1 x No 1 in the correct style and
(ii) another alleged order(6426/010920/62) for 1 x No 3 with no style identified, which order I did not make and
(iii) an invoice in respect of each of those "orders" and
(iv) notice that twice the amount due in respect of the first order had been debited to my paypal account and
(v) 2 x No 3's in different style to that ordered in the first order

I returned the 2 x No 3's to you immediately and requested a credit in respect of the second "order" and delivery of 1 x No 4 in style stated in the first order.

Your internal sales advisor, Raj Dagdec, was not helpful. He:

(i) gave the requested credit (but wrongly in respect of the first order) and

(ii) refused to deliver the 1 x No 4 in the style stated in the first order, or at all or to give a credit for that unfulfilled order (which he says was an order of 1 x No 1) even though I have not received the 1 x No 1 and

(iii) wrongly failed to give credit for the second order and gave credit for the first order instead and

(iv) apparently is keeping the returned 2 x No 3's on the grounds that your terms and conditions provide that that returns will only be accepted with prior authority. I have not received any copy of those terms and conditions and have been unable to find a copy on your website. If terms and conditions have not been brought to the attention of the customer they do not legally apply. And even if they had been brought to my attention, that particular clause would be of no effect as it cannot possible apply to goods that have been returned because they were not ordered and

(v) suggested that if I wanted 1 x No 4 I would have to place a new order and pay for it (vi) failed to reply to my request for the contact details of your complaint manager so that I could complain through that channel rather than this review.

in case it will help you in your review: I tried to make a copy of the first order before placing that order. Unfortunately, I could not find any provision on the screen for making a copy through your system. I therefore tried to make a copy through my own computer system. That did not work and instead the completed order form vanished from my screen in the same manner it might have done if I had pressed the order key. I therefore assumed the order had been placed. It seems likely that this procedure has produced the confusion in your system of the order form I had prepared.

Would you please:
(i) Pass this complaint to the complaints manager and request that, at the very least, the first order is fulfilled and that I receive 1 x No 4 polished brass numeral in the style illustrated in the first order without further payment.

(ii) Suggest to Phoenix that they check their ordering system to see how this confusion might have occurred and
(a) take steps to prevent it occurring again and
(b) provide a facility to take copies of orders
through their system before submitting them
and
(c) provide a facility to take copies of this type of
review before it is submitted; I had to go to
the trouble of typing out this review again
only to find that it could be printed after it
had been submitted.

Thank you for your help

Please note that this is a correct version of the review I submitted earlier today;

Peter Scaiff
3 Barbourne Crescent
Worcester
WR1 3JF
01905 28935
12 September 2020

I found the exact handle I needed to match the one that was broken. Communication of the order and delivery process was brilliant. Very happy customer

Really great product and fast delivery. Good communication before the delivery too. Would recommend.

Still don’t have all my delivery and no one is responding to my emails