I write to provide a testimonial for Direct Home and Retail Distribution. whom The John Lewis Partnership have worked with since February 2008 and as a valued supplier were invited to advertise in our Internal Directory back in 2011 .

Direct Home and Retail have undertaken numerous deliveries for ourselves and have been trained in the Installation of white goods including wet connections.

Their crews are very helpful, polite and go out of their way to undertake all deliveries however problematic they may be (deliveries above 2nd floor etc).

Both their Customer Service and Delivery experience is excellent and I would not hesitate in recommending them.

I am writing to say how pleased I was with your delivery drivers Graham and Andrew who delivered my furniture today, they were very professional, polite and helpful.

I felt I had to write because it makes a nice change to have delivery men that actually to care about what they are delivering.

Please send on my thanks to them once again.

We have been using Direct Home and Retail since March 2011 for home deliveries/installations, shop Deliveries/installations and deliveries.

Their service to date has been excellent and the customer satisfaction surveys we have received have all supported this.

We can deliver orders to them at very short notice for urgent delivery and they prioritise accordingly and in some cases delivery is made the same day.

Proof of delivery is always sent through quickly with weekly stock inventories, this process is carried out separately for Harrods.

Overall I am very pleased with the service and support to date.

We have used various Logistics Companies in the past. Direct Home and Retail were highly recommended within the industry and have a unique reputation amongst several high value furniture sellers. Willis & Gambier commenced using Direct Home and Retails’ 2 man white glove services a few years ago and cover a large part of the UK. These services also include emergency deliveries, assembly services and disposal services. Their end to end process is exemplary at every point and is exactly what I, as a customer, would expect from a brand such as Willis & Gambier. Direct Home and Retail go that extra mile to really make the difference.

The customer care team from high to low arc of the highest calibre, they are extremely polite and well spoken which is noteworthy, they will often go way and beyond the call of duty, nothing is too much trouble, they are always on call and we have a very good relationship with them. We conduct follow up calls to our customers once delivery has been made and receive numerous compliments on the actual delivery service received.

To conclude, Direct Home and Retail really are the specialists in the field of 2 man white glove deliveries.

Thank you Sue, each person in your office I have spoken with today have been so helpful, your customer service is brilliant

In our business, customer experience is everything. While we have complete control over how we interact with a customer in store, online or by phone, the lasting impression will always be about the home delivery experience – we cannot afford to get that part wrong. We are completely reliant on the skills and capabilities of a third party to provide a 2 man, white glove home delivery to room of choice, with assembly where required, to compliment the whole brand experience.
We have worked with Direct Home and Retail on a number of occasions, in particular with peak seasonal demand, problem recovery and resolution, store fits and photo-shoots. Their end to end process is exemplary at every point and is exactly what I, as a customer, would expect from a brand such as Feather & Black.

Direct Home and Retail go that extra mile to really make the difference.

I would just like to say how pleased I am with the level of customer service I have received from your company. All of the members of the company that I have spoken to have been polite and friendly but above all helpful – always pointing me to the best person to resolve my issue and giving me clear advice on how to move things forward with my delivery. It was fantastic to have a name of one person assigned to me, and that be a person who was easy to get hold of – with no ignored voicemail messages as is usual when dealing with most companies!

This was particularly appreciated because, as you know, we had a few issues with the delivery of our suite, as for some reason the chair was sent to one company for delivery and the sofa to you – which was inconvenient and inefficient. I have dealt with two other delivery companies in the process of having my chair and sofa delivered and I have to say, quite plainly, that the contrast between the service I received from your company and the service I received from the alternatives was quite shockingly pronounced! The other companies had surly, unhelpful people working for them and seemed to be completely confused about my delivery with apparently no communication between themselves and made.com at all – leading to cancelled deliveries and confusion all round. In the end my chair was delivered with no notification by Parcelforce, who knew nothing, obviously, about my order.

In contrast I have just had an on time, confirmed time slot delivery from two very helpful and cheerful members of your team – Connell and Mike. They were entirely happy to bring the delivery round the back access of my house and delivery it to exactly the spot in the exact room that I wanted. They were good natured, even commenting on how much my kids were going to enjoy the HUGE box the delivery came in! What a contrast.

Made.com are a fantastic company, they are original in design and in their approach to manufacture and I am pleased that they have a company of your calibre on board for their deliveries, because ultimately if the delivery causes stress then that is what the customer remembers – the last encounter with the company. If I had only been dealing with the other two companies then their attitudes would have remained as my lasting memory of the reputation of made.com

If possible I would like you to pass this email on to made.com – if it comes directly through you to a person that you feel has the authority to act on my opinion then perhaps made.com can see that they need to think very carefully about who they use to uphold their good name.

Once again thank you so much for the service I have received.

There is a specialist company in furniture logistics who I requested for my deliveries to go through sometime this year of whom you are aware, Direct Home and Retail.

They have dedicated 2 man white glove crews and are also equally excellent on their retail delivery services, with add-ons such as store retail setups and roll-outs.

I have had previous dealings with them when I was at Bensons as they delivered the Relyon brand for us so I am speaking with insider knowledge and experience and being in this business for many years I know that there are very few decent honest and dependable logistics supplier’s out there that can work with growing volumes and not fall over themselves in peak.