Your customer is at the centre of everything we do. We focus on delivery, customer service and caring for your product.

Our advisors are trained to provide best-in-class customer service every time. Our team support customers with all elements of their journey from booking, through to delivery, product guidance and customer service queries.

Our customers have said...

NPS Score

97% Customer Satisfaction*
*September 2019

98% Successful Deliveries**
**based on a sample of 13698 deliveries completed by Product Care

Very efficient and courteous.

August 2019

Everything went smoothly. Delivery guys were really friendly.

September 2019

Very smooth, happy with service.

July 2019

Service was first class.

September 2019

Customer delivery timeline

Customer Experience Customer Experience Customer Experience

Notification to book

Customers will receive an SMS/email to notify them that their order is ready to be booked. Our delivery booking portal allows customers to select preferred dates and optional services.

Booking Confirmation

When a customer has booked their order they will receive an SMS/email confirming their delivery date and pre-delivery advice.

Tracking your order

The day before delivery, a 2-hour time slot will be sent via SMS/email to the customer. Live tracking on day of delivery is also provided.

Delivery technician call

A pre-delivery courtesy call will be made by our delivery technician to confirm the customer is at home and available to receive the delivery.

Delivery

Our delivery technician will arrive at the customer’s home to deliver the product and install (where applicable).

Customer Engagement

Support with all post-delivery customer enquiries including troubleshooting, spare part orders, engineering enquiries and product information.