COVID-19 Service Update

A message to our customers, followed by your FAQs below
 

Following the Prime Ministers statement on the evening of Monday 23rd March 2020 we closed our branches and this remains the case.

In order to support the national effort to contain the coronavirus (COVID-19) our branches are closed and we are not taking orders online.

However, to support our country's essential services we are running deliveries from selected branches. These branches are NOT open for collections or customers to visit.

Deliveries of materials, Tool Hire equipment and waste services will be made for emergency repair and maintenance works, and for critical infrastructure. Examples of specific sites include:
 

  • Hospitals, care / nursing homes, doctors surgeries

  • Schools

  • Prisons 

  • Central and local government offices that are open for critical services 

  • Emergency services facilities e.g. police stations

  • Military facilities

  • Certain retail premises: e.g. supermarkets and other food shops, health shops, pharmacies

  • Hotels, hostels and Bed and Breakfasts 

  • Food banks and homeless services

  • Crematoria and cemeteries 

  • Social housing

  • Emergency residential 

  • Utilities

  • Transport infrastructure

 

We will be strictly observing Social Distancing. Deliveries will be contingent on our customers support in upholding these guidelines.  The health of our colleagues, customers and the public is our top priority and we are committed to playing our part in preventing the spread of the coronavirus (COVID-19).

If you have a situation that fulfills the above criteria please email your local branch.

We will continue to update our website and social media channels as the situation develops.

We thank you for your continued support in these times of uncertainty.

 

FAQs: your questions, answered

 

How do I contact you if I have an query? (including product queries)

We are keeping customers informed on our social media channels, Facebook & Twitter, and by SMS, email, and our website. For local queries please email your local branch, which can be found here. For urgent queries please email customerservice@travisperkins.co.uk or call 0330 123 3846, for account details amendments please email: accountamendments@travisperkins.co.uk

 

Can I extend my credit terms?

Please contact your local Credit Services Team in the normal way, details can be found on your recent invoice.

 

Why have you temporarily closed your branches?

Following the Government Directive, we’ll be helping to control the spread of COVID-19 by temporarily closing our branches and ceasing online ordering from 23/03/20. We apologise for any inconvenience caused and we look forward to welcoming you back into our branches and ordering online soon.

 

Why are selected branches open for deliveries?

We are not open, we are running deliveries for essential services from selected branches only. Delivering to selected sites for emergency repair and maintenance works and waste services.

 

Do you know when branches will reopen? (Collection/Delivery)

We are regularly reviewing our operations, to ensure our colleagues and customers are kept informed. To keep up-to-date with the latest information please revisit this page for updates.

 

Can I still open a trade account?

Yes, you can currently open an account online. It may take longer than normal to open a credit account due to reduced staff avaialble, cash accounts are instant. However we may need to suspend opening new accounts service at any time, to be able to fulfill our existing customers orders.

 

Can I still register my existing trade account online?

Yes, register your account and log in online here. While you cannot currently buy online with your account, you will be able to view and pay off your invoices, review your order history and manage your account information.

 

Can I still come and collect my orders that I have placed?

No. Branches are not currently open for collections. You can contact your local branch via email, which can be found here and the branch will get in touch with you when available to do so to arrange once open. Please refer back to this page for updates on branch re-openings.

 

I'm unable to collect my order, can someone else collect it instead?

All branches are currently closed. Please contact your local branch upon its re-opening to discuss your collection requirements.

 

Will orders placed and paid before the announcement be delivered? Will you prioritise trade orders?

As soon as branches are able to open, you will be contacted by your local Branch Manager to update you and rearrange your delivery or you can email your local branch which can be found here.

 

Will you still deliver orders?

As soon as branches are able to open you will be contacted by your local branch to confirm delivery availability, this includes Tool Hire.

 

Will I still recieve my web order?

As soon as branches are able to open, you will be contacted by your local Branch Manager to update you and rearrange your delivery, or you can email your local branch which can be found here.
 

How much will delivery cost?

No change, as per the terms found on your order, for online deliveries these can be found here

 

Can I change my delivery date?

As soon as branches are able to open you will be contacted by your local branch to confirm delivery availability.

 

How do I check what contact information you hold of mine? (email, SMS, phone)

Please email customerservice@travisperkins.co.uk and we can investigate this for you.

 

How can I place an order?

If you have a situation that fulfills the criteria outlined as an essential service, please email your local branch found here who will liaise directly with you. Please refer to the essential service details outlined above before making contact.

 

How can I pay for my order?

New orders cannot be currently processed, please refer back to this page for information updates on when our branches are re-opening.

 

When will my refund/credit get processed?

Providing the stock has been returned prior to branch closing. or if it hasn't been delivered, your refund will be processed as per our Terms and Conditions. if you need to you can contact your local branch via email, which can be found here.

 

How can I pay my outstanding invoices?

You can pay online when you register your account and log in online here. Or please contact Customer Services on 0330 123 3846.

 

I have a marketing voucher what happens?

Your Branch Manager will use discretion on the voucher dates when the branch reopens in line with the Terms & Conditions stated on the voucher.

 

What happens if I can't pay my bill?

Please contact your local Credit Services Team in the normal way, details can be found on your recent invoice.

 

What happens to this months account payment?

Please contact your local Credit Services Team with any concerns regarding payments, details can be found on your recent invoice.

 

What happens to the card payment I made over the phone that is still pending?

Please contact your credit card provider.

 

How do I cancel my order and get a refund? (including Tool Hire deposits) / How do I get my deposit back for a hire that can no longer take place due to the virus?

Please contact the branch where your order was made by email, which can be found here or for online orders please email Customer Services with your order details to: customerservice@travisperkins.co.uk or for Direct Hire: directhire@travisperkins.co.uk

 

When will my refund/credit get processed?

Providing the stock has been returned prior to branch closing. your refund will be processed as per our Terms and Conditions, if you need to you can contact your local branch via email, which can be found here.

 

I have a product still on hire, will I get charged until this can be off-hired?

You may free days added to the contract until it can either be returned or collected. Please contact your local branch where the order was placed via email which can be found here or you can email: directhire@travisperkins.co.uk or wastemangement@travisperkins.co.uk

 

What if I have hired a product and it was due to get collected or returned, am I liable for this product until it's off-hired?

If it hasn't been off-hired, you are still responsible for the equipment. As soon as we are open again, you can arrange to off-hire the equipment and arrange the collection.

 

Who can I get in contact with regarding my Tool Hire order?

Please contact your local branch via email in the first instance, which can be found here or you can email directhire@travisperkins.co.uk or wastemangement@travisperkins.co.uk

 

What is classified as an essential service/job?

For a list of essential services please see the list above for full details. If you have a situation that fulfils this criteria outlined, please email your local branch who will liaise directly with you.

 

Can you tell me which branches are taking orders for essential deliveries?

If you have a situation that fulfills the criteria outlined as an essential service, please email your local branch who willl liaise directly with you. Please refer to the essential service details as listed above before making contact.

 

Are credit control available to contact for our business account?

Our credit control team are currently experiencing a high number of calls, they will answer your call or email as soon as possible. Please contact in the normal way, details can be found on your recent invoice.

 

Will there be any problems with my delivery planned for May onwards?

If your delivery isn't due until May onwards, the situation may have changed by then, however it is difficult to specify at this time. As soon as branches are able to open, you will be contacted to update you and rearrange your delivery if necessary.

 

Can I return Tool Hire equipment to Wickes as they are still open to Click and Collect?

No, the equipment will need returning to a Travis Perkins. Please contact your local branch where the order was placed via email, which can be found here or you can email: directhire@travisperkins.co.uk or wastemangement@travisperkins.co.uk.

 

Who do I contact to report overturned plant hire equipment?

Please contact your local branch where the order was placed via email, which can be found here or you can email: directhire@travisperkins.co.uk.

 

Who do I contact if tools, plant and equipment hire is stolen from the site/van during the lockdown period?

Contact the police, report and then contact your local branch where the order was placed. If you cannot get hold of your local branch please email: directhire@travisperkins.co.uk.

 

Can you help support and provide frontline key workers with essential PPE products?

We are currently working with the Procurement, and Infection Protection and Control teams at one of the NHS trusts. This is to establish which items we have that meet the correct medical specification - we will supply these to the NHS free of charge. If Items are not required by the NHS we will then seek to support other frontline service providers.

 

I live with someone who is vulnerable and I’m worried about coming to work. What should I do? / My family is worried for me going into work. What should I do?

Keeping our colleagues and customers safe and well is our number one priority, and we are following stringent social distancing requirements in those limited areas of the business that remain open. We have asked those who are worried to speak to their managers, so they can be supported and work through those concerns by exploring alternative work arrangements.

 

Can I still get products direct from a supplier?

Direct to site deliveries are available following the same trading guidance for branches. Please email your local branch who will liaise directly with you on which suppliers can supply.

 

Are branches accepting supplier deliveries?

Please email your local branch or Branch Manager or your usual point of contact. Alternatively please contact our Customer Services team on: customerservice@travisperkins.co.uk or call 0330 123 3846 and they will inform you of which branches are currently in operation.

 

How can I change my account address / details?

Please email your details to: accountamendments@travisperkins.co.uk.