Customer Helpline

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We aim to get your orders right first time, but if things do go wrong, this is what to do...

1. CHECKING DELIVERIES
Always check the delivery as soon as possible and hold in a secure area. Sign the drivers delivery schedule and check that the goods supplied correspond with your original order. Please notify our Customer Relationship Management team of any discrepancies within 3 days.
1.1 If there are goods missing
Often goods which seem to be missing from your order, may have been taken by another colleague before they have been checked. If you are certain goods are missing phone our Customer Relationship Management team who will investigate, and where appropriate arrange for the missing items to be sent.
1.2 If you receive the wrong goods
This may happen if the wrong product code is entered on to our system, or if you order the wrong items. Phone our Customer Relationship Management team within 3 days of delivery to arrange for the collection of goods and for the correct products to be sent to you. The returned goods must be in the same condition as they were sent to you.
1.3 If goods are damaged or faulty on receipt
If you receive damaged goods please let us know within 3 days of the delivery date and we will arrange for the goods to be replaced. If the goods develop a fault after receipt, please contact our Customer Relationship Management team for assistance.
2. COLLECTIONS
If you wish to return items, please contact our Customer Relationship Management team who will give you a collection note number to quote to our driver. Our drivers are not authorised to collect goods without the appropriate paperwork. Please note that, where goods have been wrongly ordered, you may be liable for a collection fee of £5.00.
3. DIRECT DELIVERY ITEMS
Products that are shaded in Grey are delivered to you direct by the supplier. These items are treated differently to stock items. You cannot normally return direct delivery goods if they are supplied as ordered. However, if a supplier does agree to collect goods, you may be charged for the collection. Many items, particularly furniture, are made-to-order, so be sure to accurately specify the dimensions, colours, fabrics, etc. If they are faulty or damaged we will arrange a replacement. Faulty or damaged items must be reported to us within 24 hours of delivery.
4. GENERAL ENQUIRIES
If you have any other queries about stock availability, delivery, accounts, etc. our Customer Relationship Management staff will be pleased to help you or refer to the website for more information. See front of catalogue for details.

Telephone: 0800 028 2810
Email: cs@westmerciasupplies.co.uk

 

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