Hi. You have a great concept, one I appreciate as a full time builder. BUT!! The execution is way below what you advertise. We build 6 - 8 small/ medium sized extensions a year, if you can save me a few hours on each stage of those builds you have a loyal customer. No1. I ordered £650 of goods online, only to come up against your (understandable) rule about delivering to the card address on first order, Would have been nice to know before wasting an hour. No2. I registered on site, received a couple of emails to confirm. Fair play to you, I received a phone call next day explaining the delivery rule, “if you make just one purchase in store on the chip and pin card we can deliver to your clients address in future” Great! No3. I decided to take an hour out of a busy day and visit Aston, impressed with the layout, Counter staff were quite busy but acknowledged me standing there, all good. No4. Staff take my order, come back “sorry you have to register first” “I already did” “Nope you aren't on the system” “want to register now?” “Sure sounds like a great idea, not like I have two guys waiting for me back on site” half way through “Ohhhh... it says that email address is already in use" smiley face, agitated shifting from foot to foot “Uhhh huhhh....told you so.....” No.4. Advertised as helpful munchkins will load with you— that part worked well. Congrats! No5. Until we got out into the yard! Bricks - loaded fine. Timber - “ Ah, the lengths you want are up on top of the rack. l will get a forklift driver” The following twenty minutes (yes that’s not an exaggeration 20 MINUTES!!) were ridiculous. The lad kept apologising and walking over to the forklift driver, trying to get him over to us. The forklift driver was clearly under pressure to get the wagon unloaded and ignored his colleagues pleas. Resulting in me the customer telling the yard lad to relax and wait until the forklift guy had a minute, as I became concerned that he may well get hit by the forklift. “ I,m sorry, the forklift is busy unloading” is not what I expect to hear, but is preferable to “sorry, your server was squished.” All in all my first branch visit took a ridiculous 45 minutes. No5. Since then I have ordered online and still got a phone call saying sorry, we can’t deliver to another address as it’s your first order with us'!!!! Thankfully that was sorted out but what a mess. Anyway the lads in Builbase have finally found the key to their 30 year old forklift and after some arguing decided that non of them is insured to drive it on a Saturday morning, so I’m off to get a bacon sarnie. Finally may I suggest a simple sign, splitting the customer desk into two halves, Trade and Public I don’t have time to stand behind a diy’er trying to explain a bracket they once saw Tommy bloody Walsh use in episode twelve of Gorgeous gardens. Ahh my sarnie is here, Now that’s is good service!