Fairalls (Builders' Merchants Ltd) Reviews 14

We ordered bulk bags of pine chips and bags of shingle from their site near Godstone. From the start the staff were very helpful and amazingly accommodating in helping my wife with her queries and making an informed decision. The delivery driver was incredibly helpful and made a real effort placing the bags in a tricky location for his truck that will save me a lot of effort later on. From start to finish Fairalls have been superb. Genuinely impressed and will be using them again in the near future. Well done.

Customer service very poor (but only by a female member of staff). She should be sacked - she was very rude. I am a disabled car driver and needed to enquire about purchasing some wood for shelving. I also needed to go to the chemist to pick up a prescription. I parked my car in their car park and started to walk to the chemist. She banged on the window shouting at me to move my car. So I went into the shop, had a word with one of the male members of staff who said it was fine to park. I have never been treated so badly by a member of staff.

This company goes strength to strength , i was let down by a company to supply me 25 900x600 porclainefront or back garden slabs , i contacted sam at Taylors Hill told Sam my problem imediantly watts app me a stone he suggested , my previous experience told me to go for this stone because the stone he recomended was banging, Sam and office staff and Yard people whio kindly helped me load my truck Thank You...

Excellent, friendly and local. I always go to Fairalls for my DIY and hardware needs and have done for many years.

Very poor costumer service and expensive merchants. Definitely moving my business elsewhere and not recommending to anyone.

Shocking!!
Poor customer service, rude and very unhelpful. I can understand why the team at Godstone are this bad as clearly this standard is driven by the top!. The manager didn’t even have the decency to apologies for the attitude of their staff. Will never shop in this place again!

Once again I ordered something to be delivered. This time just a wacker plate placed with Iain who is super helpful and he kindly did his best to minimise my costs. I do feel like the staff all want to help inexperienced guys like me giving great advice, including if they think I won't be able to do a job. My gratitude to you all.

This builders merchant is one of the best organised ever
5stars from me
A little expensive but good

Awful customer service. The guys behind the till swarm around a regular face but leave me standing waiting to be served. If ever I have had to ask for help or change something, all they do is suck their teeth and try & say that you've used it for the wrong purpose - e.g. a shovel!
Also - what they have in is expensive - and that's IF they have it in stock in the first place.

Went to Fairalls today as a trade customer to buy a watermain. The price they quoted me was double the price from my other 2 merchants I use. Even faced with evidence of the cheaper price from the other merchants, they were not interested in selling at a competitive price.
So I return the item and went elsewhere.
I highly recommend shopping elsewhere, where you are bound to get a much cheaper price

Just unfriendly and unhelpful on many occasions. Fed up with it so taking my business elsewhere.

Tried to change a small door bolt costing about £3. I had the receipt but they said I had bought it too long ago and would not exchange it. I said they still had a stock of the same bolt in the shop but that did not seem to make any difference. So it's a case of lose a customer forever over a £3 bolt which they were still selling.
Many times I have vowed never to go to this shop again and I was sorry I relented on this occasion. I have found before that some of the staff grumpy and they snap at you. Today's visit was definitely my last.

I have just been to the Godstone Shop.
It’s closed until 29th December.
Why is this not clearly one the website.
I checked before going.
Wasted journey with the associated costs of fuel and time.

Poor organisation.
Stupendous range of materials.
Ordered five bags of aggregate of a particular size; two bags turned up, both of the wrong size. One of them, even though it was on top, had split, and, about a quarter of the smaller aggregate had fallen into, and consequently, through, the larger aggregate, meaning it shall have to be arduously sieved, in blazing Summer heat.
They were also only delivered that day, because they arrived on the wrong day; the right day, after we'd waited in for hours, was marked down as a collection, not as a delivery; which we didn't know till we 'phoned, in the afternoon, since they didn't arrive, either, to collect the nothing that was waiting for them: we'd been told they might arrive from "8" am.; so for all this pleasure, we'd been up for hours.
If the huge range of materials were delivered to the right place, on the right day, there'd be no need, as they chose to do, to return the Delivery charge; so they suffered themselves from this, and should surely agree, therefore, how regrettable it all was. But we really must remember that, to some, money is not 'compensation', as we haven't offered to put our frustration, inconvenience, and now sweat, up for sale. Currency is not a solution.
**Update**: Here we are again ! It's next week, now, the day of the promised delivery: and you're probably ahead of me; but, for those who still have faith...It's 3:13pm., and, nothing having yet arrived, on the agreed replacement date: "Ring, ring, ring, ring": that's our 'phone ringing theirs, by the way, and, surprise ! No, you're wrong, they are ! on the way; but, not quite ! No, they still, from just a few miles away, after one week, still, still ! can't get it right: four bags, not five are "On the lorry", coming our way. But, don't worry, their end, all's well: they've got the money.
More time. More bungling. More 'phone calls.
I can't help but wonder, when compared to how they used to be, if this company is teetering; it's got the usual, pre-collapse signs.
Make sure you're sure of the matter before you pay in advance, as those who take them over aren't obliged, I don't think, to meet all the commitments of the previous company; but perhaps a businessman could confirm that ?