At Builders Depot Direct we are focused on our core values and as part of that comes the Guarantee of 100% customer satisfaction. Part of our Customer Certification is having 100% positive feedback from Independent websites or as close to 100% is possible (no site can always be completly 100% - competitors could buy products and give bad reviews - the point of the reviews for Builders Depot Direct is to be as open and transparent as possible). Your comments help us change and become better!
In order to achieve the 100% positive feedback we must:
‘COST’ - Offer the lowest price (keeping 'Costs' low) for the highest quality product.
‘DELIVERY’ – Quick responsiveness – our samples are usually shipped same day if in stock, orders that are called in as a priority can also be shipped the same day.
‘QUALITY’ - The second part of our entire corporate culture offering the Lowest Possible Price for the Highest ‘Quality’ Product.
Combined and correctly adhered to these critical success factors will deliver to our customers 100% satisfaction. Satisfaction that Builders Depot Direct can guarantee, satisfaction that will translate into positive reviews, reviews that will add to our Customer Certification and consumer confidence in Builders Depot Direct as their supplier of high quality builing and home improvment products.
We need our customers help and understanding to ensure 100% customer satisfaction. At Builders Depot Direct, our #1 goal is customer satisfaction with the purchase of their product. We believe there are three obstacles that prevent our customers from being 100% satisfied.
- Not ordering a sample before you purchase,
- This applies to natural stone, ordering a sample but then waiting a month or longer to place the order,
- Not checking the product carefully at the terminal or at your home when the shipment arrives. Please take 5 minutes to open some of the boxes - all if possible and look inside to see if there is damage.
One of these is placing an order without ordering a sample first. We do not recommend ordering without seeing a sample first. We will ship orders without a sample purchase, but there is no refund on orders where a sample is not purchased first.
The second issue preventing 100% customer satisfaction with your order is ordering a sample (this is relevant only to natural stone in particular the Carrara tile) then waiting a month or longer to place your order. We receive stock shipments approximately every two to three weeks. The samples we send out to customers are representative of what we currently stock.
We have no control over veining and shade variation. If you decide to place your order with Builders Depot Direct, we recommend ordering at least two weeks or earlier from receiving your sample to ensure your order is representative of the samples you received. We also recommend over ordering slightly just in case your measurements were off. We may not be able to provide you matching tile if your order is short.
The third and final issue centers around careful delivery, we take every single order to the freight terminal on our own trucks, we then have the dock manager at the freight company sign off that the shipment was delivered to them in perfect condition. This is where we have no control 'over the freight' - if the shipment arrives to you and it is damaged, it is the freight companies fault, if you sign for it, you are accepting the product delivered in good condition. Take 5-10 minutes, please check the shipment carefully before you accept it. We cannot claim for damages to shipments on your behalf if you collect the shipment and sign for it, once you do that it is yours. If it is damaged, call us straigh away. Do not sign for it. | 
