“First time using this company and we will not be using them again.
65 sheets of MDF were meant to be delivered and despite a phone call the day before specifying the exact time slot, the delivery never arrived.
Additional man power was arranged and were onsite until 6pm on a Friday evening to bring the 65, 3x1.2m sheets onsite which never arrived. This resulted in wasted time and more importantly, money.
After contacting customer support and leaving an email on the same Friday evening, the order arrived the following Monday and to make matters worse, 25 of the 65 sheets were damaged. They were subsequently returned and refunded but this again meant wasted time, energy and money.
The entire process experience was highly frustrating, bumpy and ultimately very poor and we will not be using sheet materials wholesale again.”
Thank you for taking the time to leave your feedback. We're truly sorry to hear that your experience with us was not a positive one.
We understand the importance of timely delivery and regret the inconvenience caused by the delay, especially after you had arranged additional manpower. While your delivery was rescheduled for the following working day due to unforeseen logistical circumstances, we appreciate how frustrating this must have been.
Regarding the condition of the boards, when you first reached out to us about 12 marked sheets, we reviewed the images provided and found that the boards were still structurally sound and suitable for their intended use. As a gesture of goodwill, we offered a partial refund to keep the boards. When this was declined, we agreed to collect them instead. We later accommodated your revised request to return 25 sheets, arranged the collection at no cost, and issued a full refund—despite this being outside our usual return policy.
While we did our best to resolve the issue fairly and promptly, we're sorry that this still fell short of your expectations. We take all feedback seriously and are always looking for ways to improve our service.
We hope you might reconsider using us again in the future, and we’d be happy to support your needs should you choose to give us another chance.
Warm regards,
Loreta Grudzinskaite
Head of Sheet Materials Wholesale
“Very bad they treated me very dishonestly
They made me pay up front for a no entry ticket
In my area when I assured them they could use the area they entered I gave them a two weeks notice to reply to my tx for their number plate
They made the delivery driver wait around the corner till I paid in case they got fine to enter my area of delivery they are a very distrusting company when I assured them I would pay if the got fined my work force sat around for two hours
Becouse they have miss trusting issues shame on them
By the way three days later I’m still waiting for my refund ironically they the ones that shouldn’t be trusted shame on you Enzo on behalf of ONESTEPAHEDltd”
Dear Enzo,
Thank you for your feedback. We’re sorry to hear about your dissatisfaction, but we’d like to clarify a few points.
Prior to your delivery, we explained the access restrictions at your address and offered two options: either prepay the penalty charge notice (PCN), with a refund if no fine was issued, or provide an alternative delivery location without restrictions. You chose to prepay, and we proceeded with the delivery accordingly.
Additionally, we have no record of any correspondence from you requesting our vehicle registration details or offering to pay any fines yourself. It’s possible that you may be confusing us with another company. If you have any proof of such communication, we’d be happy to review it.
As for your refund, if no PCN was issued, we process refunds as per our policy. Please contact our support team, so we can verify the status and resolve this matter promptly.
We always aim to be transparent and fair in our approach while adhering to local council regulations. We regret any confusion and hope to clarify the matter.
Best regards,
Loreta Grudzinskaite
Head of Sheet Materials Wholesale
“item was to be delivered between 8-11. got a call at midday to say vehicle broke down and they would sort a re delivery. i said i couldnt do 3pm as i have the school run and recieved a new delivery time of 3pm... the guy who delivered it helped take it inside which was nice of him but to be kind of expected with a 70 quid delivery fee. at the bottom was a massive piece of wood i didnt order or ask for but the driver insisted i had to take it. so yeah.. stressful day and now i have a big ol bit of wood just sat in my garden”
Dear Liam,
Thank you for your feedback. We sincerely apologise for the inconvenience caused by the delivery delay and any miscommunication regarding the revised time. Unfortunately, due to our van breaking down, we had to arrange for a third-party driver to ensure your order was delivered on the same day.
Regarding the cover board, we completely understand your frustration. Normally, our drivers would take it back, but as this was an external driver, he left it with you since he wouldn’t be returning to our warehouse. We are happy to arrange collection—please give us a call at 0203 856 8578 so we can schedule a pickup at a convenient time.
We truly appreciate your patience and understanding, and we regret that this experience was stressful for you. If there’s anything else we can do to make it right, please don’t hesitate to reach out.
Best regards,
Loreta Grudzinskaite
Head of Sheet Materials Wholesale
“Prices are good but admin is appalling. Waited over 30mins to get 1 sheet of mdf. Will not visit again. Could have bought it from merchant next to your premises and would have been away in 5 minutes”
Dear John,
Thank you for your feedback. We’re glad to hear that you found our prices competitive, though we’re sorry that your experience with the collection did not meet expectations.
To clarify, as an online merchant with a warehouse facility, all collections require an order to be placed in advance to allow our team sufficient time to prepare. We understand that you arrived without an order and also requested to view damaged stock before purchasing, which our team accommodated. While your order was processed as soon as it was placed, we had other customers who had pre-ordered and were served accordingly. Due to the high volume of operations at our warehouse, your order was temporarily placed in the queue, and we sincerely apologise for any additional waiting time this caused.
We truly value your feedback and will review our processes to ensure we continue to provide efficient service for all customers. If you have any further concerns, please don’t hesitate to reach out.
Best wishes,
Loreta Grudzinskaite
Head of Sheet Materials Wholesale
