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3.6
2 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically takes over 1 month to reply
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Ellis and Tracy helped me make an order
Raised it early morning and all sorted before noon
Thanks guys
Reply from Ducting Express
Good morning. Thankyou for taking the time to leave us a Trustpilot review! It's great to hear that Ellis and Tracy assisted you with your order. Take care, Enya.
A real disappointment with Duting Express.
Having made two orders in the past month, I initially put the first error down to a one-off — as a business ourselves, these things happen. Unfortunately, it now feels like a pattern.
Two orders, both not dispatched. Both required chasing.
Order 1: delayed due to “no vans in the area,” yet nobody took the initiative to contact us. Only after I called were we able to resolve it by splitting the order onto a pallet.
Order 2: again slow, again chased. I even emailed immediately after placing the order and was assured it would be dispatched the same day. Forty-eight hours later, I called to discover it still hadn’t been sent — and customer service had no explanation. No apology, no proactivity.
Poor communication and unreliable service. We’ll be taking future business elsewhere.
— Cut My
Reply from Ducting Express
Good morning. Thank you for taking the time to share your feedback. I have reviewed both of your orders placed with us this year. Your first order was placed on 22nd January and dispatched on 29th January via a next day pallet service, after we spoke and arranged delivery for 30th January. This was within our advertised 3 to 5 working day delivery timeframe. While we understand you had a required date in mind, this was not specified at the time of ordering. Once we were made aware, we acted to ensure delivery met your requested date. Your second order was placed on 18th February and dispatched on 23rd February, again within our stated delivery window. I can see that a request was made internally to dispatch sooner following an email trail, and we apologise that this request was not fulfilled on that occasion. However, the order itself was processed within our standard lead times. For any urgent requirements, we do recommend contacting us prior to or at the time of placing the order so that we can confirm whether an expedited service is available. Where no agreed expedited service is in place, orders are processed within our advertised timeframe. We are sorry that on this occasion our service on both orders did not meet your expectations. Should you wish to discuss this further, please feel free to contact me on 01455 616444 or via email at info@ducting-express.co.uk. Kind regards, Enya.
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