An update on our service

It has been a busy few months since we resumed our operation back in May and we’d like to thank our existing customers for their tremendous support and patience during this period.

We’re delighted that we are now in a position where our entire operational workforce has returned to work and the whole team are working tirelessly to resume our usual service levels.

As our customers have returned to work, our incoming enquiries have hit record levels. To handle the demand and ensure you get a swift response, we have increased the number of people handling customer enquiries. Although the demand occasionally outstrips our capacity, your call should now be answered within 2 minutes (on average).

You can get in touch with our team via email or phone, but we would like to encourage all of our customers to sign up for our online portal where you can check our stock availability in real time (the same detail our customer service teams have access to).

You can also place orders, reserve stock, check delivery availability and look at your previous orders and invoices. The system is easy to use and speeds up the ordering process so you can get stock to your customer quicker.

We are very much focussed on the health and safety of our team and customers and want to ensure we are doing our part to limit the spread of the virus as we ease out of lockdown. The feedback from our customers is that they want to limit visits from reps to their stores so their customers can have a more relaxed and safer visit. So, for the time being, we will continue to operate a skeleton team of reps.

The skeleton team of reps consists of the following individuals who are covering their own, and their colleagues, regions:

Preston:

  • Neil Valentine (covering for Ant Summers, Alan Cheetham, Mark Dowson and Danny Brown)
  • Martyn Morris (covering for Adam Clarke, Colby McMaster and the North East, Yorkshire and East Lancs.)
  • Alan Carnie (covering for Chris Grubb)

Stonehouse:

  • Allan McDonald (covering for Ben Thomas, Tim Bailey, Wes Graham and Mike Shutt)
  • Jason Brimble (covering for Stuart Waithman and Owen Chenery)

Dartford:

  • Ian Collacott
  • Richard Richman (covering for Guy Ferguson, Paul Cocks and Jeff Collins)
  • John Akien (covering for Darren Spendiff and South London)
  • Paul Lovell (covering for Tony Conway and Andy Thompson)
  • Jack O’Connor (covering for Pete Fletcher and Jamie Bone)

If you’d like a visit from one of our reps, please get in touch with your local distribution hub for your rep’s contact details.

Despite the interruptions that COVID-19 has caused (and continues to cause), we have secured a priority supply of yarn from our manufacturing partners that will allow us to guarantee our production levels moving forward. Our manufacturing plant in the UK continues to produce our carpet ranges at record levels to keep up with demand. We also have a strong supply of our hard flooring and vinyl products.

However, as demand continues to soar, we are kindly asking customers to give us as much notice as possible to fulfil their orders. Our usual delivery service is available, but demand means delivery routes are often filling up fast and, at times, this may affect our ability to respond as quickly as we usually would.

We thank you for your patience during this time and will continue to update you here, on our website, and via our LinkedIn and Facebook accounts.