Awful Service, Potential Scam
Visited this website several times over the course of a few weeks - entering my order requirements multiple times. On each occasion, the price came out the same, so I made an order. No confirmation email but the order stated ‘processing’ in my account - web chatted to confirm it was going through and ‘Donna’ was perhaps the rudest person I’ve spoken to, telling me there was a glitch and I couldn’t have my order, instead I’d have to pay 3x the amount. She offered a discount of 10%, with absolutely zero apology or recognition of their error. I then spoke on the phone with ‘Jamie’, whose favourite word was ‘obviously’; obviously it was an error, obviously they’ve sorted that, obviously they’re offering a large discount, obviously they can’t honour the original price. Sounds like a scam to get more money out of customers, and even if it isn’t the staff are ignorant and rude. Trading Standards contacted as a precaution. If you decide to use this company I’d recommend PayPal or a credit card - safeguard yourself. Or just avoid because of their sheer incompetence and arrogance.
Réponse de The Polycarbonate Roofing
To clarify several inaccuracies in this review:
Payment was taken at the point of order; however, no order was processed or dispatched. Our system issues confirmation emails once an order enters processing, not at checkout. As the pricing error was identified before processing, no confirmation email was generated.
The price displayed at the time was incorrect due to a temporary technical glitch and was corrected immediately once identified. Under UK consumer law, a contract of sale is not formed until goods are accepted and dispatched. As the item was not dispatched, we were under no legal obligation to honor the incorrect price.
While an apology was not issued at the very first point of contact, a clear apology was given once the error had been confirmed, alongside an explanation of the issue. This is also clearly covered within our Terms & Conditions, which allow customers to reconfirm at the correct price or cancel for a full refund.
Despite having no obligation to do so, we additionally offered a significant discretionary discount as a goodwill gesture.
At no point was the customer at risk of loss, and there was no intent to mislead. The suggestion that this was a “scam” is entirely unfounded. The matter was handled transparently, lawfully, and in line with standard UK e-commerce practice.
We stand by the actions taken and the conduct of our team.