Dear Sir/Madam My Howdens account details are as follows; John Robertson (North) Ltd Newton of Letterfourie Drybridge Buckie AB56 5LB ID : 1000101504 We have been a Howdens customer and account holder for many years and our account is held at the Buckie branch, the then Manager Jason Larsen was made aware of a forthcoming contract in London and Jason Larsen advised us that he had set up prices for our company that would be upheld by Howdens branches nationwide! We recently completed a project in London that originally commenced early last year before the pandemic started, we obtained a quotation from the Howdens Erith depot, obviously COVID happened and we had to postpone going back to London in the summer of 2020 to complete the project, we rescheduled to reccomended in October 2021 and again had to cancel due to the pandemic, I then contacted Neil Hunter at Howdens Erith on 6th July 2021 to ask if the materials were still available and to let him know that we would be recommencing the project in August 2021 and I received a response from Neil to say the materials were still available although the price had gone up to £1554.70 excluding vat due to a recent price increase, I confirmed in a telephone call that I was happy to accept this rise in cost although when I spoke to a Michael Jordan at the Howdens Erith branch early in September which was just after we had recommenced in London Michael Jordan advised that the price advised by Neil Hunter was incorrect and that the materials I required had actually more than doubled in price! anyway Michael agreed to do what he could for us and it transpired that we needed to purchase 1 additional door at £110.00 and the invoice we received from Howdens Erith was for £1779.30 plus vat. Also I have been advised very recently by the Howdens Buckie manager that Howdens Erith should have sent my company an email advising us of the forthcoming price increases to give us the opportunity to purchase the materials at the quoted price before the prices went up, please can you explain why we were not contacted about the price increases before they went up? We also had to purchase 1 additional door frame from the Howdens Dartford depot (see attached) as Howdens Erith did not have the frame in stock and again we were overcharged at £101.52 plus vat for this door frame when the cost should have been approx. £70.00 plus vat although Howdens Erith charged us £90.00 plus vat for exactly the same frame purchased the very same week! I sent Neil Hunter emails in October 2021 regarding this matter although to date he has failed to respond! I recently sent Rebecca Lee emails about this matter as well and she advised in an email that she had been unable to speak to Neil Hunter but that she had spoken to the Howdens Dartford branch and that they say they have charged me the correct price for the door frame! I sent Dominic Knight an email about this matter on 14th November although to date he has also failed to respond. There is something very wrong as clearly we are being charged different amounts for exactly the same items by different Howdens branches, please can you explain why we are being charged different prices for the same items by different Howdens branches? Also the Howdens Buckie Manager has now told me that the only price increase for joinery materials so far this year was on June 1st 2021 therefore please can you explain to me why Michael Jordan told me in September 2021 that the Joinery materials I required had more than doubled in price although Neil Hunter advised me in an email received in July 2021 (after the June price increase) that the price has gone up to just £1554.70 plus vat? We have also had numerous other customer service issues over the last 2 years and we have received 3 separate emails from Howdens recently requesting that we post a review on Trust Pilot, we ignored the first 2 emails but after receiving the 3rd email I decided to post an honest review which highlights the unfair way we have been treated and still are being treated by Howdens Joinery! I look forward to hearing from you John Robertson Kind Regards for John Robertson (North) Ltd John Robertson Managing Director Tel: 01542 850462 Mob: 07825 760676 Fax: 01542 850467 Web: www.jrnorth.co.uk