[Susan Dean (1stclean)]

being very new to the window cleaning trade (over 30 in carpet cleaning) I am thinking that I realy don't like the idear of being pushed in to buying on line off gardiners which is a shame as I think there one of the best to ring that I have delt with for the last 20 years

 the girls are now pushing you hard to order on line to which I picked up the phone and rang pure freedom instead ,

 when out on the job early doors and something goes wrong but you can bodge your way round knowing you have rung gardiners early placed your order and its on the way is great but having to order on line when your back at home ? on  a night adding more down time just because alex wants to save a few pennys ??
on staff

think he needs to ring a very very top cleaning firm not far down the road at redruth that sells the best turckmount cleaning units in the world and ask how they because the best ? simple because you can talk to them over the phone , they know you buy first name , and they will even give your there mobile numbers just incase

so if it goes to the only internet route will you stop using them for everything apart from poles and clips ?? and ring someone else for other stuff not having ago at alex but if your in a service trade surly its good to offer a service he  will come on saying that there lines jammed and you can still order off the phone ect ect ect but bottom line is cost cutting leading to service cutting ?

surely I am not the only one that's not happy at the change

[Dave Willis]

Never had a problem with them so far. They can get very busy at times though.

Always carry spares just in case.

[Smudger]

We carry spares - silly not to 

Otherwise gardiners have always delivered next day except when waiting for the slx 25 to come into stock/made up

Darran

[andyM]

I mainly order online from Gardiners and everything has always been fine.
I don't think dispatch times are affected by either ordering online or by phone?  
My last order was done over the phone because I needed clarification on the correct extension sections for my pole that I wanted to order.
I prefer online in most cases as I find it more convenient.
But I can understand that some people prefer to speak to someone.
 

[lukeg]

I've always found that their customer service is really good, I did phone a few weeks back to order some slx extensions and clamp upgrade kit and kept on getting the message to order online or leave a message......I left a message and had a call back within a couple of hours which I thought was good as Isstill had my order the next day.

[Dave Willis]

Nice polite girls too. 

[Susan Dean (1stclean)]

I mainly order online from Gardiners and everything has always been fine.
I don't think dispatch times are affected by either ordering online or by phone?  
My last order was done over the phone because I needed clarification on the correct extension sections for my pole that I wanted to order.
I prefer online in most cases as I find it more convenient.
But I can understand that some people prefer to speak to someone.
 

if you bust your pole on your first job 30 miles from home at 9am work with it allday then start trying to get bits ordered on a night when you have finshed say 6pm its days wait as you would of missed there working day

if you could of rang them on that morning  at 3pm the bits could be sat in the back of a dhl truck on there way to you not still be waiting to be ordered ?

we all carry a few bits but not everybodys got a spear part for everything , and its only from today there starting to push it hard I will give it 2 weeks befoure they wont let you order off the phone ,

[Dave Willis]

yep, spare pole too. Even got a spare beseball cap. I might be stuffed if my last pen broke though! 

[Ian101]

I order online during evening or weekends as prefer to be productive during working hours

[AuRavelling79]

Susan, just phone them and explain the urgency if it's urgent. If you leave a message they invariably get back to you as soon as they can often within an hour or so.

[jimiwindows]

get a smart phone

[Lee GLS]

I order everything online if I can. I can also understand why they do this even if it is not convenient for everyone.

If something breaks whilst working I just order online via my mobile, pay with PayPal job done, it's much quicker than calling and giving credit card numbers ect.

[S.A.J]

get a smart phone

Just going to say that!

Use your phone to order online, I do all the time 

[dazmond]

get with the times!!

ordering online is so simple and straightforward!also with a smartphone you can order when your at work no problem!

that reminds me.i have an extreme 25 to unwrap and try out!

[Richard iSparkle]

i guess its the sign of a good business person to be brave and try new ways of operating to overcome problems or inefficiencies.

i;m sure if it works well for gardiners they'll keep up with it, and if they loose out because of it, they'll review it.

maybe it's because its summer and staff are away a lot?   

[SPE]

Is this a new policy of gardiners ?
Not sure I understand, I know if you get an answer phone message when you call they advise you to place an order online , but have they gone further ?
I rang last Thursday lunchtime because I needed to order a backpack in a hurry for next day delivery, left a message, they rang me back and I paid by card over the phone, arrived next next day as promised. Don't see a problem myself.

Although usually I prefer to order online anyhow, easy to view your shopping basket, see a running total inc vat and shipping etc. and amend if you need to.
Simon

[DG Cleaning]

Have they actually said you can't order off the phone?
Tbh its very quick with a smart phone.

[Alex Gardiner]

Here is the official response from Kirsty our MD who is responsible for such things:

We have no intention of forcing all customers to place their orders on line, however we as a business know that ordering on line is indisputably the most accurate, efficient and speedy way to order.  All orders placed in this way then go directly to the packing team and therefore straight to the courier in most cases. If you know the parts you want and know what the products are called then it remains without question the best way to place an order and can be done on any smart phone very quickly if you are out and about working.  Using this method ensures that nothing gets lost in translation.

However if a customer doesn't have access to the internet or needs assistance with an order (perhaps not knowing what the parts are) then we remain happy to help over the phone.  Even if you can't get through initially on the phones, all messages left will be responded to as quickly as possible.

This is not a move to save a few pennies on staff, we have a good sized team of staff who spend most of the day on the phone talking customers through setup queries, product queries, general usage queries and any other issues.  That's their job and we consider this team a high priority in our business as we genuinely care about our customers.

I hope that clarifies the current handling of customer orders 

[Llaaww]

Where in Redruth???

[Alex Gardiner]

Where in Redruth???

I believe that Susan is referring to the carpet machine firm that also fit Ionic Systems as below (from Ionics' site)

Hydramaster Ltd Also Ionic's Approved fitting Centre
Unit 23
United Down Ind Est
St Day
Redruth
Cornwall
TR16 5HY

Tel: 0870 7666998
Fax: 01209 821954

They also have a website - http://www.hydramaster.co.uk/