"Great communication"

Great communication. Part arrived, fitted and working beautifully

"parts from John Craddock were good &…"

parts from John Craddock were good & dispatched quickly, APC the courier was a nightmare to deal with

"Great item"

Great item, fast delivery. Happy buying!

"Parts not in stock but still advertised…"

Parts not in stock but still advertised on their website, I had to phone to see where my part was only to be told it’s not available until 2025, this company is a joke and I’d advise any potential customers to shop elsewhere

"Unreliable delivery, little concern for customer experience"

Ordered early in the morning and paid extra for next day delivery. The part did not arrive and we were unable to complete the job for customer.
Email said delivery had been delayed .. fortunately the part arrived the end of following day, but our customers work was completed 2 days late.
Customer service lady said it was the couriers fault .. DPD and only a partial postage refund was offered/made.
Clearly an unreliable delivery service with little concern for customer experience/service. Unprofessional and disappointing .

"Dreadful customer service"

By far the worst customer service experience I’ve had in ages, thanks to Laura Hinton.

Order placed on the 12th, invoice sent on the 16th, text from DPD on the 17th saying it would be delivered between 1100-1200. Nothing arrived and no obvious tracking information provided.

Contacted John Craddock to be told that they provide tracking information on the invoice. There’s nothing obvious to indicate this. Apparently, it’s hidden away on the invoice.

On the 18th, still nothing and DPD tracking said that delivery was due the day before.

Contact made and Laura got rude and aggressive quite quickly – she seemed to think that once an order has shipped then John Craddock is absolved of all responsibility. She said that she’d, “provided you with all the relevant information regarding your order. Unfortunately, DPD is a courier company and I cannot comment on the information provided to you directly by another company”.

All Laura could say was that it was down to DPD. However, it's the seller's responsibility to make sure an item is delivered. If the seller uses a courier, they need to chase the courier to find out what's happened to it - it's not the responsibility of the customer. This is quite clear and supported by the Consumer Rights Act and Citizens Advice.

10 days after placing the order I hear that the order has been found and will be resent. Nothing ever arrived and three weeks later the order’s been cancelled and refunded.

Laura, Customer Service is not your calling and you’ve really damaged the brand of what I thought was a great company. Such a shame.

"Disgraceful trading practices"

Disgraceful trading practices. False advertising. I placed an order for several item marked as 'in stock' and JC took payment for the items at the prices advertised, they then sent me a contract confirming the order. Thy then contacted me to say the items were out of stock and their supplier was imposing a price increase of close to 100% that I was required to cover.
Their defense is some wording buried in the terms and conditions buried on their website. I believe such terms are contrary to the Consumer Rights Act of 2015, in particular Section 62, because it is contrary to good faith and because it creates a significant imbalance in the parties’ rights and obligations under the contract to the detriment of the consumer.

"Awful company"

Awful company - even the company director couldn't understand the difference between "in stock" and "available from supplier". Website states they're open on Saturdays - but nobody works in the office so they don't process orders placed at weekends.

Website is full of inaccuracies (3-5 days for delivery actually means 3-5 WORKING days for delivery), and "Available for Dispatch" actually means "We don't have the parts, but our supplier does, so we'll order it from them and eventually send it to the customer".

Honestly - I've never EVER had the misfortune of dealing with such abhorrent people in my life.

Steer clear if you want decent customer service and accurate, reliable information at the point of sale.

"Don't trust them to refund a surcharge…"

Don't trust them to refund a surcharge for an old unit. You won't get it back and just to add insult, they expect you to pay the carriage to have YOUR old unit back.

"Bumpy Start Smooth Sailing Thereafter…"

I first had transactions with Craddocks about 18 months ago. At this time I had a few problems and issues, I made phone contact and spoke to a lady Supervisor. She listened to my problems with dignity and good grace. The end result was, that everything she said she would do, was carried out to the enth degree. Something I was very impressed with and grateful. As a result I have continued to use Craddocks because of the above actions. To date my satisfaction still remains and with more to do on my project I can see myself using them in the future.
Greg Gilmore