We aim to offer something many e-tailers fail to offer – excellent prices and a decent service. We promise to
keep you informed by both email and SMS throughout the ordering and dispatch process. And if there are any problems,
we aim to respond to your problem within 2 hours but guarantee to answer within 1 working day.
We pride ourselves on our quality of service. We believe that the best form of marketing is through word of mouth
and that those companies who succeed do so as a result of listening to their customers. We process over 1,000 orders
a day and the majority of these are now from repeat customers and recommendations. We have won many industry awards
for our Customer Service so unlike smaller, less well known e-tailers, we have a good reputation to keep and so we
have invested in our Customer Services operations.
Whilst we always aim to achieve a superb standard in customer care, we also believe in setting out customer’s
expectations. For those new to buying goods on the web, there are areas unique to e-tailing which can cause problem
- payment and delivery:
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Due to the rise in credit card fraud, we need to manually review most orders. Sometimes we may either need to speak with you before processing the order or ask you to email or fax over additional ID.
In some instances, the banks will place a block on your card not because the funds aren’t available but because
they want to make sure that the genuine cardholder has ordered the goods. We understand this can be frustrating but
reducing fraud not only allows us to keep our prices competitive but ultimately makes it safer for you to do
business with us. If you want a speedy delivery, we ask that you regularly check your email, text and voice mail
messages to avoid needlessly waiting in for a delivery that hasn’t yet been despatched.
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As we ship nearly £100m of goods each year, we have excellent relationships with all the
major couriers. However occasionally things do go wrong - roads can be closed or slow due to accidents or bad
weather, couriers can misdirect parcels and consequently in a small number of cases, next day deliveries do not
arrive next day. All e-tailers are in the same situation so no matter what they promise, we are all in the hands of
3rd party couriers and there is little performance difference between the major ones. Our current success rate for
next day delivery is over 98% which is one of the best in the industry. If we have emailed you to let you know your
order has been despatched and it hasn’t arrived as planned, we ask that you first contact the courier with your
tracking number. Failing this, please use our
eMessage service to contact us.
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If your goods are to be delivered or collected from either our warehouse or collection points, then please use our online tracking (Track Order). The majority of orders can be tracked online however for some couriers we are unable yet to offer you tracking details so if your delivery has not arrived by 6pm on the due delivery date, please contact us using our eMessage system. Many customers ask us for an update on delivery time – we do not have this information so we request that you contact the couriers directly.
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Please be aware that our cut off for next day delivery is 3pm for Online Orders and Telephone orders. Next day delivery is available subject to stock availability, cleared funds and customer address verification. Deliveries can take place from 8am till 6pm, and Next Day delivery excludes weekends and bank Holidays. If you have ordered IT equipment and have requested add on services such as a Pre Delivery Inspection, fitting of additional memory or a Recovery DVD, your order will be delayed and Next Day Delivery means that your order will be despatched on a premium delivery service when your configuration has been completed. |
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As we sell over 5,000 products across more than 100 brands, we do not provide technical support.
The manufacturers themselves provide this as they have dedicated help desks staffed with specialists in their product area.
For a list of manufacturer’s Technical Support phone numbers please click here.
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There are a number of common problems that customers experience in setting up their TV or Laptop – please see our Troubleshooting Guide for more information.
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If your goods are scheduled to be delivered today and you have received an incomplete order, this is usually because we ship your order in more than one consignment. We often despatch in this way as we use more than one warehouse. If some of your goods have not arrived by the end of the due delivery date, please contact us using our eMessage system.
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If you need to contact us, please use our eMessages service to let us know the problem. Using this system will give you a quicker response than using ordinary email or phone. However if you do need to phone us, please call 0871 750 2970. Calls are charged at 10p per minute.
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Click here to see our full Terms and
Conditions together with details about our after sales service
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