Chicken bald back

[The Dogmother]

I was very disappointed in their lack of customer service a while back. Apologies for the slightly long story

 

My father very helpfully gave me a new hose reel for Christmas (he likes useful presents) as the old Hozelock one I have had gone west after about 15 years of sterling service, it must have been a bit difficult for him to get as he is the carer for my mother and doesn't get to go out much. Sadly the reel he got was too small, so not wanting to upset him by mentioning it, I decided to look around the local gardening and DIY places to see if one of them stocked both that one and the model I wanted, and would be prepared to let me pay the extra to upgrade. None of them had much stock in - not surprising given the time of year.

 

I decided to phone Hozelock directly to see if they could recommend a stockist not too far away; the woman who answered the phone had all the enthusiasm of someone who hates their job, and told me flatly that there was no way that I'd be able to effect an upgrade, and that Hozelock wouldn't be able to help me I explained that I had no wish to upset my father by asking where he had bought it, or for a receipt, and that they live nowhere near me, so it would mean a journey of a couple of hours anyway... she still couldn't have cared less, and was obviously keen to get me off the phone.

 

As I was due to make a visit to my folks a month later, I called the garden centres near them, and found the one he bought it from, and the man even remembered my father buying it; he was more than happy to sort out a part-exchange, and had the new reel ready when I called in a week later.

 

Hats off to Ayletts, and BOO HISS to Hozelock!

[soapdragon]

OOOOh, thats bad! Personally I'd contact the MD of Hozelock and rant at him/her and see what happens. Those in charge need to know what happens at ground roots level . Otherwise nothing will ever improve

 

But then I am a grumpy old bat (or so OH says so it must be true !!)

[The Dogmother]

I am trying to summon up the energy to call them, but it's not easy when i am at work.

[Lewis]

I would recommend writing a letter or email saying you wish to make a complaint (if you just say you're unhappy they won't open a complaint).

Phone calls are very easy to steer and close within a few minutes whereas letters usually have to be acted upon more thoroughly.

 

Just my opinion for experiences.