Darlaston Builder's Merchants Ltd Reviews 87

Ordered hundreds from this place. They cancelled delivery first time saying crane had broken then delivered wrong slabs and put slabs on my garden plant. Customer service is shocking and no apologies given. When we complained about the plant being squashed they said:"accidents happen".! I'd say go elsewhere where they treat you better. Will not be using again.

I've placed an order online and requested to cancel the order and a refund for the 6th time in the past 4 weeks and still havent received my refund. No one seems to know what their doing or know what is happening with online orders.

Had a delivery today Sunny dropped off the load and was the most respectful and careful delivery I have experienced.

Great customer service from Dawn, can’t fault the service

DISGUSTING STORE - EVER EXPERIENCED
Darlaston Builders West Bromwich store is totally Dishonest - I HAVE MADE THE SAME MISTAKE WHICH OTHER'S HAVE WARNED NOT TO MAKE MISTAKE. I SHOULD HAVE GONE SOMEWHERE ELSE
I bought stone, sand, hardcore and cement. When I gone to the store the reception guy advised that we will deduct 25% handling charge when I asked for the returns policy. But the strange thing is they siply refused to do the return by saying "IT'S CONTAMINATED". How it gets contaminated? When they delivered have we or anyone checks whether it's contaminated or not. Are they providing us with ANY CERTIFICATE which says the products are NOT CONTAMINATED. It's simply the policy of NOT ACCEPTING RETURNS.. Manager is not at all supportive.. NO POINT IN HAVING SUCH A MANAGER who is not generous towards customers complaint... RUBBISH STORE

Got Darleston Builders reply today - Here is what I have to say:
1. Was company return policy conveyed to the customer ? NOTHING was shared
2. How you can refused unused and unopened products in this case cements. Four bags are unopened
It’s simply lame excuses for not issuing refund. I have never had any issue with any other builder
Hope this is enough for your reply

Second reply
Do not agree to any of your customer care claims. Please look at your review rating it’s 2.2 or 3.0. It clearly tells you how satisfied customers are. Instead of looking into my complaint or addressing the same you are instead justifying your absurd policy. Still keep on defending. Wow

Excellent online ordering, excellent product & then fantastic delivery by Pam.
Very impressed as always with this Builders Merchants & will always recommend & use them!

Listen I’ve used these builders merchants for absolutely years I’m 63 to be honest I personally I’ve never had any problems with ordering stuff or receiving stuff from Garretts Green, their staff
couldn’t be more helpful tbh I went today and had nearly £450 of materials and bless the Indian guy who was on his own and went out of his way to serve me , so I’m reading all of these negative reviews and afraid that differ

I don't normal leave review but i feel that you all should know what darlaston building supplies are like. They advertise boxes of 250 screws and you only get 200...their wood is the worst i have ever had ..twisted and bowed ..i will never use again disgraceful company..

A delivery driver illegally blocked the only access point to the entire street for at least 25 minutes. Around the 10–15 minute mark, a couple of other drivers asked the driver to move. He refused, claiming that all three parked car owners needed to be found first (despite the right of way being blocked), and continued to obstruct access for another 10 minutes.

During this time, several vehicles were stuck, including one with a young baby inside and another driven by a father who needed to pick up his child from school. Both individuals asked the driver to move but were ignored. An elderly lady also had to walk with a mobility aid to the main road to catch her ride due to the obstruction.

This incident occurred on Coralin Close on 20th May 2025, between 2:58 PM and 3:23 PM. The vehicle involved had the registration FJ15 UUP and was blocking access to the whole of Larch Croft.

This matter has been reported to Solihull Council.

Updated Response:

I am disappointed that you did not fully understand the issue. The driver was parked at the end of Coralin Close, which is the only access point for Larch Croft. This includes houses and flats numbered 1-50, as well as Woodbrooke House tower block. There is no other way to go around.

He completely blocked the access, meaning no cars could enter or leave Larch Croft for over 25 minutes. You mentioned unloading as a possible excuse, but this was not a partial obstruction - it was a full blockage. This prevented emergency access to the residents.

I am sure a bin lorry or delivery driver would have moved if asked. When he finally finished, it only took him two minutes to drive away. If he knew he had a large load to unload and saw ten cars waiting, wouldn't common sense suggest splitting the delivery (unload half, let some vehicles pass, then finish)?

Imagine if a bin lorry blocked your driveway for half an hour and ignored you when you asked them to move while you needed to get to an appointment. How would you feel?

This company is a fraud and I have reported to trading standards. They delivered the wrong bricks to me and then has the cheek to charge me 25% for their failings. Avoid at all cost! Also could t provide a fully breakdown of my receipts.

Most of the items in our order were correct, except for one — which I suspected might happen during the initial phone order. Sayed, who took the call, repeatedly spoke over me, didn’t even know the order item and “asked me if it was on their website now”, and ultimately entered the order incorrectly.

We had to chase them up to fix their mistake, and not once did we receive an apology. We were made to pay again for the correct item, and although the guy on the phone today offered to have it delivered on Bank Holiday Monday as a gesture of goodwill, he still tried to charge us for delivery — despite the fact that the error wasn’t ours to begin with! Needless to say, we will now be waiting a further few days for this to be delivered.

Sayed, please take a class in listening — it’s a crucial part of customer service…

I have just purchased some new bricks for Guernsey college of FE. The bricks have arrived in Guernsey and for the price we paid they are a very high quality material as bricks go. We were assisted by Dawn who was on the ball and very helpful. We will definitely be using Darlaston Builders Merchants for any future building products.

Have used them since lockdown #1. Service has got better and better. Excellent products speedy delivery first class service.
Thanks Darlaston keep up the good work.

Avoid this company, delivered heavy materials on my concrete driveway without letting me know, damaged it cracked it, avoid at any cost drivers useless

Been recently using Darlaston builders for my project using their online service, when I have made calls the customer service has been great, also swiftly rectifying a slight issue. Will continue to use them and will recommend.

Dawn and the guys at Darlaston Builders Merchants have given me a fantastic service with brilliant prices. I am quite a new customer and would already recommend to everyone for all of their building materials/DIY needs.

I needed a washing machine hose checked their website, when I went into the store the one on the shelf was not price marked, but 5 times more expensive, was told they did not have the cheaper one nor did their other branches. Confirm prices of items before paying for them don’t rely on what you see on the website if prices not shown in store

recently visited thier brickyard in darlaston spoke with a lovely lady called Dawn as im clueless with anything building wise
she guided us from start to finish even offering cheaper alternatives to save us money WOW!! i didnt think any business would do that

pleasure to do wbusiness with will definatly be back soon x

Darlaston Builders Merchants couldnt get me two bags of soil for 8 days and then dont turn up when they can. Spent the entire day chasing it and being promised and fobbed off until 5:10pm when I finally called again and was told it wouldnt be arriving. Shocking service and communication, they dont deserve the business.
Asked for a refund because I have lost patience with them and was told the repayments guy has gone home.
Ridiculous, especially if you believe they only have one person that can action a card repayment. Will definately never be using them again and will ensure any developer I work with avoids them too. Advise anyone else not to bother and save themself the hassle. Cant believe their attitude and lack of professionalism. We will see tomorrow if they can action a card repayment.

Went to Darlaston branch today. Served by Dawn Rowberry who was very helpful and went above and beyond to make sure my order would be delivered on time.