Frankly, the situation is that one person can deal with one call at one time, by definition this is very time consuming; but via email because that question will already have been asked in the past we can reply to many emails in the time that it takes to answer one call, for this reason we strongly urge you to email your query if at all possible. This way you will usually find that the answer is much more detailed, with a quicker response and a unique tracking reference.
From over thirty years of trading we can also gather that people are often not pleased with the out come of a call to us, as we are not able to deal with the tracking / delivery / damage question to there satisfaction, this is a UK carrier limitation for our type of national product.
We are NOT able to provide order tracking over the phone, simply because there is no real time tracking on our type of product as it has to be hand handled and not bar coded, furthermore because we use a national carrier the items need to be located manually, this involves us contacting the carriers head office, them contacting there local depot and the local depot contacting the driver to check your order is on the lorry for that days delivery, and what time etc.
We are not able to change orders over the phone, the order was made in writing so we need changes in writing, also telephone staff do not have access to all online information, sorry but we are an Internet company, many companies now offer no phone support,
We are aware that it is often easier to explain your requirements over the phone and talk to a real person, for this reason we provide phone support, however please bear in mind that we only have limited phone staff and so it is often difficult to get through, we do not have a call queuing system because we are aware of how frustrating that can be with hanging on the telephone for long periods of time.
Additionally of course if you email us a query we both have a copy in writing and so avoid any misunderstanding.
Email is the quickest and easiest way to contact us; you can do that here
Telephones are attended from 7.00 AM to Midday & 2.00pm 4.00 PM Monday to Friday excluding public holidays
You can email us at email@example.com
Fax us on 0844 357 6970
Telephone on 0844 884 2625 (Calls to this number will cost 7p per a minute, your telephone provider (including mobile providers) may add an additional access charge) or 01162 160 737 (Head Office, Leicester). Please note that the office phone line is only fully attended from 7.30am >12pm & 2pm and 4pm Monday > Friday excluding public holidays. Orders cannot be tracked over the phone. Please email us for order tracking firstname.lastname@example.org
Telephones are attended from 7.00 AM to 4.00 PM Monday to Friday excluding public holidays. Please note limited staff Midday to 2.00pm
Some limited phone support is generally available on Saturday mornings
Thank you for your patience and understanding
Office Fax 0844 357 6970
Registered Office (No Showroom)
Austin White Ladders Ltd, 21a Burley Road, Oakham, Rutland. LE16 6DH - Tel 01162 160 737
National Delivery &
Collection points for various products in Milton Keynes, Essex (Maldon), Burton Upon Trent, & Bristol