Frank Key Group announces that its network of five building supplies branches and 15 plant and tool hire branches will suspend trading until further notice, in an attempt to help control the spread of Covid-19.
James Norton, Managing Director, Frank Key Group, says: “We believe suspending trading is the responsible approach to safeguarding the health and wellbeing of all our colleagues, customer and partners during this public health emergency.
“Frank Key Building Supplies is contacting customers regarding outstanding orders that will now not be fulfilled and are closing our sites. Please do not call to place an order, all of our sites are closed to public access for the health and safety of our staff, customers and business partners. Frank Key Plant & Tool Hire is also closed to all business. We are collecting any final off hired equipment, with a view to fully closing at noon today (25 March 2020).
“We are acting independently of yesterday’s Construction Leadership Council Taskforce briefing with the Business, Energy and Industrial Strategy Committee, when the Builders Merchants Federation received clarification on builders’ merchants’ operational status following the additional restrictions announced on Monday 23 March by the Government.
“Whilst this confirmed that merchants are a vital part of the construction supply chain and that it is important that they continue to support the construction industry to operate on sites, our priority remains the health, safety and welfare of our colleagues, customers, business partners and the wider community.
“We extend our warmest thanks for the positive support that we have received from our customers, our colleagues and their families, and our business partners. We will continue to update our website and social media over the coming days and weeks and look forward to serving you in the near future.”
Patioworld by Frank Key, based at Brookfields Garden Centre in Mapperley, closed on Tuesday 24 March following the government’s trading restrictions on non-essential shops.
56 Comment(s)
Are orders that have been made and not delivered being refunded to customers
please can you clarify if you will be delivering after the crisis or refunding monies as that can be done remotely as some one as already said
Hi Roxanne, if you are happy for us to hold your order we can make arrangements to deliver the goods after the current situation passes. Alternatively, if you would prefer, we can arrange to process a refund. I\'ll forward you information relevant to this by email. Many thanks and apologies for any inconvenience.
Whilst I fully appreciate your decision I think that current orders which have been paid for and loaded onto vehicles could have been delivered as drivers could easily stay more than the safe distance recommend by the Government. \r\nI also have one of your skips blocking our drive with no prospect of collection when the one week hire date expires
Hi Peter, our branches were asked to contact all customers with outstanding deliveries whilst they were closing their sites down, the question being would you like a refund or are you happy to wait for us to reopen. Apologies if you were not contacted but I have now I\'ve forwarded you an email with further information. Thank you.
So surely you can issue refunds remotely to people who’s orders you’ve not delivered?
Hi Clare, we've replied to your Facebook message with instructions on how to request a refund. Thank you for your understanding.
Is this likely to be 2 or 3 weeks?
Hi Barry, at this stage we are unsure of timescales. Please see our social media feeds or keep checking the website where we will post updates when available. Thank you for your patience.
No phone call to talk to anyone about this. is my order going to be delivered after the isolation period or refund why no answer phone or text messages to say what your doing
Hi Darren, our branches were asked to contact all customers with outstanding deliveries whilst they were closing their sites down, the question being would you like a refund or are you happy to wait for us to reopen. Unfortunately, it appears that some of our customers were missed, for this we are sorry. I\'ve sent you further instruction relating to your order by email. Thank you.
Whilst appreciating your reasoning I would have hoped that deliveries would have still continued on the basis that loading in your yard and unloading at site can reasonably be achieved with little or no social contact. Relying as I do on Frank Key for almost all my building supplies for the three houses we are currently building my small team, who can work safely on separate areas, will find themselves laid off. A situation I am sure that will also apply to many other of your builders. Small reward and little help for over 25 years loyalty to your company.
Hi Clive, please accept our apologies for any inconvenience this may have caused you. If you have an outstanding order with us I have sent you further details by email. many thanks.
Currently have an electric mixer on hire. How can I return it?
Hi Rob, thank you for taking the call. The situation has been resolved and we will be in contact once we re-open. Many thanks.
Can’t fault you you have to do what’s best for your staff take care and keep safe
Thank you for your support David.
Hi \r\n Sorry but as I have managed to get get some tower scaffold from another company so can I cancel my order. Was unable to speak to anyone and could not risk it not getting delivered on time to complete the job
No problem Andy we understand. I hope we can be of assistance to you in the future, all the best.
Hardware stores have remained accessible government announcement.\r\nDeliveries by many suppliers have remained unaffected.\r\nI have paid full and in advance for a builders skip to be delivered on the 24th and whilst other suppliers continue to delivery on their supplies and commitments Frank Keys are not.\r\nI have received no communication which is a huge disappointment when I have deliveries of sand and stone arriving from other 27/03 from other suppliers.
Hi Damien, we understand the difficulty some of our customers will face due to the decision to suspend trading in the current climate. However, safeguarding the health of our staff and customers was at the forefront of our thinking. We are sincerely sorry for any inconvenience this may have caused you. I will forward you further information relating to your skip order. Thank you for your understanding.
Good afternoon I tried to phone your day but branch and there was no reply so visited your website I collected a port order of Cedral cladding on Saturday and paid for it and was awaiting the balance of the order which I believe was put on the ticket by Laura I have had no contact from yourself regarding this order and now I have a building with no cladding and exposed to the weather I appreciate this is your not not your fault but it would’ve been helpful if someone could let me know whether I will be able to get The balance of the order
Hi Brian, I\'ve sent you an email regarding the balance of your order. Apologies for any inconvenience the current situation has caused you and thank you for your understanding.
I placed and paid for my order last week. Was due a delivery on Tuesday. This never came. I phoned on Wednesday and was told deliveries would be happening up until Friday.. I have heard nothing yet. If it does not arrive today will I be contacted and offered a refund.\r\nRay
Hi Ray, unfortunately all deliveries are suspended until further notice. Sorry you were unaware of this as you should have been contacted by one of our branches. I will forward further details to you via email. Thank you.
Disappointed to hear that you have contacted all customers about there deliveries as I haven’t been informed and the delivery was due last Tuesday . I also still have a skip on a permit only road that has not been collected yet, as a long-standing loyal customer this level of service is not what I would have expected even in these uncertain times . I understand that you were waiting for the decision from the BMF but find it frustrating that you went against their decision anyway . I would appreciate some form of contact as soon as possible.
Hi Mat, we understand your frustration and apologise for any inconvenience you have been caused. Please know that your health and wellbeing, along with all of our customers, staff and partners was at the heart of our decision to suspend trading. I will forward you further information to your email address. Thanks.
We have a skip out on the road ready for collection. It will be a dumping ground if not collected.\r\nMalcolm Bescoby 5 Mapperley Hall Drive. NG3 5EP
Hi Malcolm, please bear with us during this difficult period. We will contact you as soon as we are able to make a collection. Thank you for your understanding.
Hi, I placed an order to be delivered yesterday but with the current circumstance I understand why and there is no deliveries. I haven’t been contact by branch as mentioned above. Please could you send me details via email on how to obtain my refund. Thank you
Hi Alexa, sorry that you didn\'t receive contact from your local branch. I\'ve sent you an email on how to request a refund. Thank you for your understanding.
We are a small hire business - you currently have 2 of our machines on site and owe us almost £7,000 - I have been chasing for payment and the first I knew that you had closed was when I received out of office from your accounts today. You should have had the decency to contact us to advise us you were closing so we get a payment sorted and so we could collect our machines from the sites.
Hi Yvonne, I believe our Craig has spoken with your husband Jason and the situation has been resolved. Thank you for your patience and understanding.
Hi All at Frank Key as Boris was not clear about your part of the industry I can see where you were left in a quandary. I bet you had lots of customers shouting for their deliveries and lots disgusted you were still open so you couldn’t win either way. I think you have done the right thing by closing and that has showed in the public support last night all over the country and the welfare of your drivers and staff. The people of Nottingham should salute you star safe
Thank you Jo.
I can\'t believe some of the comments on here, You as a Company have done exactly the right thing in looking after your staff and everyone else. Some people need to think how they would react if it was thier family being put at risk just for the sake of delivering building materials.\r\nFollow advice and all keep safe. We will get through this if we ALL do the right thing.
Thank you Shirley
Hi I have a cement mixer on hire from your branch in bramley leeds no one has been in touch with me I do not need it anymore and I cannot return it as branch is closed?
Hi Jon, thank you for taking our call. As discussed, our Leeds branch will be in contact with you to collect the mixer once we are back trading. Thank you.
Pretty disgusted that didn\'t receive a courtesy call or email explaining none delivery on the day. I definitely require a refund immediately and despite emailing have had nothing from you so have now had to contact my card company
Hi Adam, I\'ve sent details to your email address on how to request a refund. Sorry you didn\'t receive any contact from us and for any inconvenience this has caused you. Thanks.
Thanks for response through here and email - I believe refund is now in process and look forward to hearing from you when you are trading again
Thank you Adam. Stay safe and we look forward to seeing you when we are back trading.
Hi how do I go about getting a refund on a order I placed last monday
Hi Richard, I\'ll forward you information on how to request a refund to your email address. Thanks.
Write decision frank hope all the lads are ok at bullwell and the rest of the branches
Hi there, we fully understand the situation unfortunately we weren\'t notified and don\'t know how long this will go on for - so can we arrange a refund for our order?
Hi Chas, I\'m sorry you were not contacted. I\'ll send you details on how to request a refund to your email address. Thanks.
Hi, I have an order due and was told it would be made when I contacted you on Wednesday... However it hasn\'t arrived. Could you let me know if it will arrive, otherwise could you arrange a refund.\r\n\r\nThanks\r\n\r\nMark
Hi Mark, unfortunately at this stage we are unable to give a date as to when deliveries will recommence. I will send you details of how to request a refund to your email address. Thank you.
Just to follow up my earlier point. No one has any issue with you stopping trading, a very sensible decision. However, when I was told on Wednesday my order would be delivered and now it looks like it wont be, with no communication from yourselves and your phone number on permanent divert to an answerphone. That\'s just really bad practice. Surely someone could have been working from home contacting customers with imminent orders. Or your number diverted to a home worker. Whilst I understand the complexity, just a little bit disappointed with how you have dealt with this situation.
Hi Mark, I understand your disappointment and we accept any constructive criticism that comes our way. Maybe we could have handled the situation differently in what have been exceptionally difficult circumstances. When the dust settles i am sure we will take time to review. Thank you for your feedback.
I placed an order last week and paid in full. I haven\'t received an acknowledgement yet. I fully appreciate your position in these challenging circumstances and would like to continue with our order. I would be grateful for information on our order when possible.
Hi Andrew, thank you for your message and your support. As soon as we are able to confirm a date when we will be back trading a member of our sales team will be in touch.
I was expecting an order this weekend and nobody contacted me. Please could you let me know if a refund is available? Will re-order when you are open again thank you
Hi Lynn, sorry you didn’t receive a call from us. Of course you can have a refund and you can then reorder when we reopen. I’ll forward further information to your email address. Thank you for your understanding.
I am also waiting to hear regarding my delivery, I spoke to branch on weds and was assured my materials would be arriving before you close on Friday. I understand this is a difficult time and wouldn\'t mind if I was contacted but you shouldn\'t of been so keen to take orders and promising deliveries would be honoured if you couldn\'t do it, as it has a knock on affect to contractors who have been assured materials are arriving to complete work and who still want paying wages. if you have took ordered there is no reason you couldn\'t of got them loaded and delivered while keeping within the gov guidelines, or at least make sure everyone was contacted which clearly hasn\'t happened
Hi Sam, please accept our apologies. Our branches were asked to contact all customers with outstanding orders. As we are unsure of when we will resume trading I will forward you details of how to request a refund. Thank.
Ii am obviously ordering too small a quantity for you to have the decency to even tell me that I wouldn\'t be receiving my order. Even when I phoned to ask. I was still not advised. My delivery should have happened on Tuesday. But you were still delivering on Wednesday and somehow you couldn\'t even mange it the next day.. Surely you had only missed one day\'s deliveries. I used to run my own business and spent a lot with you over the years. But your handling of this has been shocking. I still have not received a call or an explanation. I am hoping you don\'t treat me the same with processing my refund.
Hi Ray, please be assured that we value all orders equally. I’m sorry that a member of our sales team did not make contact to inform you of the situation. I’ll forward you information on how to request a refund. Thank you.
Hi, I have paid for an order that I have not received and don\'t know when I will receive it. Please confirm cancellation of my order and that my refund will be processed. I have tried to email you but your out of office says you will only reply when you re-open but you appear to be responding to these comments.\r\nThanks.
Hi Andrew, we have a limited number of staff working from home during the suspension of trading period. I\'ll forward you information on how to request a refund to your email address. Thanks.
Hi, please can you confirm when I will receive requested refund? The refund email came back from Andrew Smith at CWatson on 26th March rather than Frank Key directly so no date was given as when the refund would be made (requested same day bank transfer). \r\n\r\nRegards\r\n\r\nJaved Khan
Hi Javed, I contacted you last Friday via email. We attempted to process a refund with the details you provided but unfortunately the they did not match. Can you please check your account name, sort code and account number and confirm? If you can reply to the email that was sent that would be most helpful. Thank you.
Hi there, like many of the other comments I was not contacted regarding my outstanding delivery prior to your branches closing, could you forward me the relevant information so I can request a refund please.
Hello and thank you for your message. I'll forward you details on how you can request a refund. Thanks.
I have placed an order for delivery last Tuesday and you have taken payment from my credit card I was disappointed that you did not advise me that you were not delivering and offered me the opportunity to get a refund or proceed with the order in due course. Nobody from your branch ever phone me and I have not heard anything from you since placing the order. Please send me details to my email regarding the method to obtain a refund.
Hi Maurice, please accept our apologies for the lack of contact. Our branches were asked to contact all customers with outstanding orders. I will forward details of how to request a refund to your email address. Thank you.
We have scaffolding on site and have not been contacted as to how you are going to collect, please advise
Hi Matthew, sorry that nobody has been in touch. I will contact you with further information via email. Thank.
I feel I have to write to Frank Key to express my sadness that, despite government statements about some areas of the economy still being allowed to work ( construction and related trades amongst them), Frank Key have abandoned their loyal customers and effectively stopped many people from working . \r\n\r\nIn line with government guidelines I am sure that there are many small builders like me and also people undertaking restoration projects that can work safely, observing social distancing. In my case the Father and Son plumbers I use have continued to work on a number of projects where they can be in the house alone, my electrician does likewise.\r\n\r\nThe plumbers Merchant I use are still open for contactless collection as is Band Q and Screwfix, my electrical supplier still operates their contactless delivery service.\r\n\r\nIn all the years I have traded with your company building my houses I believe I have been a loyal customer I now, sadly, feel that loyalty is a one way street.
I think you need to give them a break. They have done the right thing by protecting their staff and probably protecting you as well!! Lots of places are closed, its like a ghost town. \r\nThe government have said to STAY AT HOME. Maybe you should take their advice.
Mark, I agree with Clive. Government guidelines are clear in that people can go to work safely as is shown by the examples Clive gives and others that I know. What you seem to forget is that everyone who is being paid by the government to stay at home is actually being paid by the taxpayer, i.e. you, me and everyone who works. It follows that the more people who can stay in work safely the less the burden on the taxpayer and the lower the financial impact on the country.
Hi, just wondering if our manufacturers of the liners for Sheffield City Council are still working .could someone let me know
Hi \r\nPlease can you let me know how to get a refund as well? You took payment, but didn’t deliver or contact me.\r\nThanks
Hi Luke, I will forward details to your email address. Thanks.
Hi,\r\n\r\nWe placed an order also but this was not delivered and nor have we been contacted regarding a refund ect?\r\n\r\nCould you send me an email of how to receive a refund\r\n\r\nRegards\r\n\r\nSara
Hi Sara, I will forward you an email with details on how to request a refund. Thanks.
Thank you for taking the sensible approach during the pandemic \r\nI have an order that will be safe with you until we can collect it\r\nKeep well everyone keep smiling we will come through it together
Hi Gill, thank you for your message. Keep safe and all the best.
Hi,\r\nI have just been informed that J A Stephens is operating a delivery service for account customers only from Tuesday 14th April, is this something that you are considering for your account customers? \r\nMany thanks\r\nDean.
Hello. I was due to receive a delivery of building materials on Thursday, March 26th, which was the day that you shut down.Although I was told that the delivery would take place, it did not arrive. Contrary to your website notice I wasn\'t contacted to let me know. I ordered by phone on March 29th but didn\'t receive acknowkedgement. I\'m happy to leave the order in place and take delivery when you commence trading... Can you please advise that this is OK?. Could you email an order acknowledgement so I have a reference... Many thanks.. John grimes
Correction.... I placed order om march 20th...
Hi John, thank you for your message. I can confirm that we are happy to hold your order until such time we resume trading. Thank you.
I had a delivery booked on the 24th march which never happened. i agree with your stance but as for customer service i rang twice and was not given any option to cancel the delivery or to wait nor was i offered a refund. and i have had no information in any format or on any platform at all. Although you have acted decisively in protecting employees you have neglected customers. I am very disappointed. All i needed was to be Kept informed and fear you have damaged my trust in frank Keys.
Hi Paul, please accept our apologies. During this time when difficult decision have had to be made, it is clear that we have disappointed some of our customers. This was not out intention. I will send you an email with information on how to request a refund. Again, we are genuinely sorry and hope you are able to continue to trade with us in the future. Thanks.
Booked and payed for a builders skip to be delivered 6/4/2020 money left my account on 24/3/2020 . No skip, no contact . Tried two phone numbers no answer this is bad practice . Can you let me know when or if it will be delivered.
Hi Richard, sorry for the lack of comms. We are currently unable to make any deliveries or collections. I will forward you an email with instructions on how to request a refund. Thank.
I hear that you will be delivering again week commencing 13th of April is this correct?
Hi Barry, we will post updates to the website and social media when we have further information. Thanks.
I know this is a stupid question, is any of your branches doing delivery\'s or collections has our company work on the railway\'s and require some materials.
Hi David, we are currently reviewing ways we can reopen in a restricted manner. Please keep checking the website and social media for updates. Thanks.
Hi David, we are currently reviewing ways we can reopen in a restricted manner. Please keep checking the website and social media for updates. Thanks.
Hi David, we are currently reviewing ways we can reopen in a restricted manner. Please keep checking the website and social media for updates. Thanks.
Hi David, we are currently reviewing ways we can reopen in a restricted manner. Please keep checking the website and social media for updates. Thanks.
Will you be contacting customers with outstanding orders when you commence trading? I\'m concerned that I might not be contacted as I wasn\'t informed of the closure.. Will they be your first deliveries?
I was\' nt contacted about the none delivery , I spoke to someone on the twenty sixth and was told it would be late as I was expecting it first thing . When I called back later you were already shut . As with others I am concerned with the none communication . When this current crises is over will your outstanding orders have priority deliveries
I was\' nt contacted about the none delivery , I spoke to someone on the twenty sixth and was told it would be late as I was expecting it first thing . When I called back later you were already shut . As with others I am concerned with the none communication . When this current crises is over will your outstanding orders have priority deliveries
Hi, I hired a single Acro prop from your Stapleford premises and I have now finished with it. Could you kindly let me know how to return it. Thanks in advance.
I dont understand why you can’t deliver the orders that are owed and due. All other places did.
I have a skip that needs collecting, I wasn\'t contacted regarding ceasing trading, any idea when you will be opening, thanks
Trying to pay account but no up to date statement. Have emailed both email addresses mentioned above and they have been rejected. Account is Vallhundten my name Brian Harris
Is the accounts section open and phone details please?
Hi. My husband Craig Cooper placed an order on 23.3.20 for delivery 24.3.20 which obviously hasn\'t been delivered. He hasn\'t received any correspondence from customer services and wants refund.
Hi,\r\n\r\nI rented some tower scaffolds from your Batley branch for a couple of days on the 23rd march. However, due to the govt guidelines you decided to close which is understandable.\r\n\r\nThis has now been extended by the govt and i am stuck with tower scaffolds in my extension which is occupying space and preventing me from decorating, tiling, finishing off my kitchen. I have sent many emails to Richard Branch Manager at Batley and made many phone calls but no response.\r\n\r\nUnfortunately after Friday i will move these outside in my garden and will not accept liability if they go missing. I have done my best to contact you. \r\n\r\nI would suggest to your Directors to open up for one day, collect all your equipment and sort out refunds. This way everyone is happy. You have your goods and your customers have their deposit refunds.\r\n\r\nLooking forward to your reply.\r\n\r\nRegards.
Thanks to Craig Wheldale for a quick response and arranging the collection.
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