Still need help? Hopefully the information below will help you.
We are in the middle of our busy season and our sales and customer support staff are busy talking to customers most of the time. Some days all our phones are ringing at 9am and still ringing at 6pm. I know that many of you can't get through by phone; I'm sorry about this. We know how irritating it is to be left in a phone 'loop'.
We're doing our best to help as many people as we can. We usually have people
working here late into the evening. To this end, here are some requests
and suggestions:
New Customers
- If you are thinking about buying from us for the
first time, please take a few minutes to read our website, and order
online if possible. We have lots of information. If
you want to carry something on the roof, start by checking our Roof Bars
database to see what your options are. We have various package deals,
and our prices are very competitive. Our prices are no
cheaper if you order by phone! If you have a "suitability" query,
please e-mail it if you can't get through by phone. Please use the
Contact us form and choose a relevant
subject heading, or send an e-mail to info@roofbox.co.uk.
Customers of other shops
- If you purchased your gear from one of our competitors,
please go back to these people if you have problems with it, or if you
need spare parts or new keys.
- We don't supply spare parts on an Urgent basis to
people who are not existing customers. We will order them from the
supplier, and the turnaround can be as long as a month. Sorry about
that, but you'll understand that we need to help our existing customers
first.
Our customers
- We're dealing with huge numbers of e-mails every
day. It helps if you also provide a phone number as sometimes a
15 second phone call is all that's required. For delivery
delays, faulty product problems, please
e-mail using the Contact us form or help@roofbox.co.uk.
- Spare parts. Online
ordering of spare parts is available for many products, and more are being
added every day - check the individual product. We will cannibalise
new stock to help you if necessary. If there's a missing component,
a manufacturer's packing problem, you may do better to order online and
pay for the goods, sorting it out with us later when there is more time.
We will of course reimburse you if the products were genuinely missing
on delivery. Most spares are relatively cheap and ordering online
will probably get them to you them faster than waiting in a phone
queue.
- Fitting problems. Check
the individual product pages for fitting tips. Read the instructions!
If you have ordered the incorrect items,
e.g. your car is an 08 onwards and you ordered the roof bars for the 04
to 08 model, then order the correct bars online and in due course,
when you're back from holiday and when the incorrect items are back
here, we will give you a full refund. Send us an e-mail via
the Contact us form or help@roofbox.co.uk
so we can make a note on your record.
- Major hassles and complaints.
What's looks like a disaster of epic proportions to you may be an inconsequential
hassle to someone else; it's up to you to judge this. People get
very stressed just before they go on holiday. Feel free to e-mail
me and, within reason, I or one of my colleagues will do my best
to sort it out for you as a matter of urgency and contact you ASAP by
phone or e-mail. But if it's not a serious issue, please go through
the normal channels and choose an appropriate heading. My e-mail
is martin.gray@roofbox.co.uk.
Please provide a reference,
ideally your customer code but if this is not available then an Invoice
number or online order number. It speeds things up and helps us to provide
a better service.
If you're using our server based Contact
us form please provide an e-mail or phone number, being careful to check
it's correct, otherwise we can't reply to you. If you want to use your own
e-mail then use info@roofbox.co.uk
or help@roofbox.co.uk as appropriate.
We will have a better solution to the phones problem for next season.
Thanks for your business, and here's to some good weather for the rest of the summer.
Martin Gray
(Director)
