Russ Phillips

May 30, 2025

Complete Radio Silence Since Ordering.

Update - Since leaving this review a customer service rep has reached out directly and rearranged delivery for next week. Things do go wrong and it how a company responds to them that they should be judged on. The fact that I had to write this review before my issues were addressed is the only reason I’m updating this to a four rather than five star review. I didn't want to resort to leaving a 1 star review here but i feel i have been left no choice. We are currently converting our loft and placed an order on Tuesday for delivery today (30th May) of some timber to re-joist said loft. Since placing the order, and the monies being taken from our card, the only contact i have had from Materials Market is a order confirmation email. I have tried contacting them via email, phone and Whatsapp. The phone line just rings out and no reply at all on digital channels. Not only do i not have the materials i ordered but i am now out of pocket as i have had to pay the labour i hired half a days money as he had turn down other work to help me out. From looking around Linkedin etc it's clear they are going through scaleup growing pains which is understanable given the investment they have recently secured but this is no excuse to simply ignore customers. They seem to have some full stack devs on boards so why they're not making use of at least the Whatsapp API to proactivly message customers advising of lead times and automating some of the WISMO, change order, order cancelation etc is a little confusing. I admit that my timelines were tight but today was the only day i could get help, had i been told at ordering or even the day after that the delivery time could not be met i could have moved bits around to accommodate. I think, right now, a 1 star review is more than justified as there has been zero customer service received but things go wrong and it's never too late to turn a bad experiance into a positive one. If it helps my order number is 0989-49.