Gates Railings Direct レビュー 

Gates Railings Direct からの回答

2020年11月13日

Dear Peter
Thank you so much for your lovely feedback. I am really proud of my team and what we as a company provide, both in terms of high product quality and customer service standards. Our belief is that to succeed these days a company must excel in both, and we try our best to do that. We treat each customer as an individual and our small team means we can provide a highly personalised buying experience. Positive reviews like yours give us much reassurance that we are hitting the mark.

I will ensure my staff get to read your comments, it is important that we all share the praise .

Thank you for choosing Gates Railings Direct Peter, we hope you enjoy your new products for many many years to come.

Sending best wishes from us all. Stay safe.
Anthony Brettell
Director.

Gates Railings Direct からの回答

2020年11月13日

Dear Abi
It's very kind of you to take time to leave us a review, and such a positive one too. We place great importance on customer feedback because it helps with our ethos of continuous improvement. I am pleased that you told us about your broken gate latch, giving us the opportunity to get that sorted for you, customer satisfaction is a high priority for us. It is also heartening to know that you highly recommend our company because we have taken years to carefully build our reputation with both domestic and trade customers alike.

I will make sure your feedback is passed onto my team, thank you again.

Best wishes from all of us, stay safe.
Anthony Brettell
Director.

Gates Railings Direct からの回答

2020年11月11日

Dear Ciprian
Please accept our thanks for your lovely review, it means a lot to me me and my team. It is so satisfying to build a longstanding relationship with our trade customers such as yourself. We all enjoy working with you to create the bespoke products that you use when you renovate your customers' properties and landscape their gardens. I also find it most helpful to be able to refer some of our London based customers to you when they require measuring and installation services, my team agree that this arrangement works so well.

It's reassuring to hear your high praise about the quality of our products too. I know you have some very discerning customers and the photos of your projects on your Gardening Indeed website and social media accounts bear testament to this. Therefore, we are immensely proud that you entrust us to make the bespoke gates and railings that form part of your transformational projects.

We are heartened to know that your business continues to flourish and you are very much in demand despite these challenging times.

From us all at Gates Railings Direct, we send our best wishes and hope you stay safe and well.

Anthony Brettell
Director.

Gates Railings Direct からの回答

2020年11月9日

Dear Vishwajeet
Thank you so much for taking the time to write such a comprehensive and positive review. These difficult times are hard for a small business such as ours so your comforting words are very much appreciated. Our employees have been with us for some time, some for decades. We are like a family and we are proud of our trading history which dates back to 1946. We are also proud to have created a few jobs along the way adding to our team. So it is especially kind of you to mention your appreciation of dealing with a company like ours.

We knew from research that excellent customer service is just as important as high quality products. Being a small team means we can provide a highly personalised service where each customer is unique and not just an order number. So it is heartwarming to receive feedback like yours, because it shows we are getting it right. I am grateful too for your comments about the technical help I gave you to ensure that your bespoke railings and handrails would achieve a perfect fit. This is the part of the job I enjoy the most, calculating and specifying bespoke items and building a nice relationship with each customer. It is so rewarding to receive unsolicited praise for our part.

However, I am not one to take all the praise and I will make sure all my team read your review, they have all played a part in bringing your products to you. On behalf of them all I send you best wishes and we look forward to seeing photographs once works are complete on what has been a sizeable project.

With kindest regards
Anthony Brettell
Director

Gates Railings Direct からの回答

2020年11月9日

Dear Richard
Thank you for your kind words and for taking the time to leave such a glowing review. We are thrilled that you are so happy with your new railings. As a small family business we try our very best to provide a personal service by paying attention to detail with each customer at every step.

You are right in your assessment regarding our profit margins. We did a lot of market research and we wanted to provide high quality bespoke wrought iron products at sensible prices. We are able to keep our costs down by making all our products to order rather than keeping stock of ready made items. This is to our customers' advantage as you have also mentioned because each gets his or her own tailored product.

I will share your lovely comments with the rest of my team, they will be much lifted and appreciative, as am I.

We all wish you well Richard and hope you stay safe.

Anthony Brettell
Director

Gates Railings Direct からの回答

2020年10月28日

Dear Craig,

Thank you for your review. I am sorry to hear that you are unhappy with our customer service, delivery and the condition of your railings on receipt. I would have preferred to deal with your complaint directly, but as you favoured taking the review route, I will address all three points here instead.

I am somewhat surprised that you have judged our customer service as being the worst you can imagine. This is an aspect of our business that we receive consistently high praise for, from trade and domestic customers alike. Being a small family business means we can provide a personalised customer experience and we go out of our way to uphold this. We have no place here for complacency and we work hard to make our customers feel they are not just another order number. We treat each customer with the same courtesy regardless of the value of their order. By the same token, our team have a reasonable expectation that that courtesy will be reciprocal.

It is clear that the delivery element of our service did not meet your expectations either. I am told that our driver had to park some 40 metres away from your house due to the number of parked cars in the street when he arrived. As it is a narrow street it was not possible to double park directly outside to unload. He unloaded your railings, which were very heavy, and carried them by hand down to your front garden with his colleague, where they were carefully placed within your boundary. This is additional to standard third party courier deliveries, which for goods of this type, are normally kerb side drops. Unfortunately, our driver was unable to meet your request to load the railings back onto the vehicle and take them to the back of your house via a side street because he had other deliveries to make within the London area before he could return to our factory in the Midlands.

I am also disappointed to learn via your review that you are unhappy that the finish on your railings is chipped. I would have preferred that you contact our office to notify us of this, as is the instruction in your Order Summary and our Terms and Conditions, both of which you accepted. This would have given us the opportunity to offer a solution that I am sure you would have been happy with.

We rarely receive complaints but when we do, they are taken very seriously and dealt with swiftly. On this occasion we have not been afforded the chance to do that, which is unfortunate, but nevertheless we wish you well.

Anthony Brettell
Director

- Gates Railings Direct