How to Use the Customer Care Centre

Written by Garden Buildings Direct

You can now track the status of your order, report specific concerns about your purchased product, and leave us feedback all in one Customer Care Centre online platform.

To help you navigate through the page, we’ll give you a step by step guide on how to look into your specific queries or concerns.

How to Track Your Recently Placed Order

We understand your need to follow through on your placed order/s. This page will help give you recent updates regarding your purchased product from planning stage to the point of delivery.

Here’s how to track your order:

Step 1: Go to Garden Buildings Direct homepage. Click on the “Sign In” located at the top of the page.

How to sign-in 2

Step 2: Under Returning Customer, log-in using your email address and the password created upon your first checkout.

How to sign-in 3 (PS change customer name)

Step 3: You will be directed to the dashboard that automatically shows the “Open Orders” tab. This is the list of your orders that have yet to be delivered.

View active orders (PS Remove Chat Us, change customer name, order ref, shipping details)

Here, you get a quick view of the details of your order. This includes Order Reference Number, Date Ordered, Total Cost, Shipping Address, Delivery Date, Product Ordered, and the Actual Status of your Order.

Order Status Reference:

ORDER STATUS WHAT IT MEANS
Unplanned
Booked a Day
Rebooked a Day
Replan
Planned
Booked in
Picking
Picking/Picked
Despatched
Delivered
No delivery date chosen / The carrier is not Paragon-compatible
The order is booked with a specific date
The order was rescheduled and has a new delivery date
The order was rescheduled but doesn’t have a new delivery date
The load is being checked by the planner
The order is successfully checked
The order is ready to be picked
The order is already picked and ready to be despatched
The order is already in transit
The order is already sent

Step 4: To learn more about the details of the delivery, click on the “Track Your Order” tab located at the right of the dashboard. This will take you to a full page view of your purchased product. It indicates the name of the product, extras included, quantity, price, and a downloadable user guide, if applicable.

Track your order 1 (PS Remove Chat Us, change customer name, order ref, shipping details)

A map of the Delivery Location is also available as reference for the shipping address and the current status of the order.

Track your order 2 (PS Remove Chat Us, change customer name, order ref)

How to Change Delivery Date

You may choose to change the date of delivery for your convenience. Note, however, that changing of delivery date is available at certain points of the order status, that is, from Unplanned to Booked a Day statuses, only.

To change your preferred delivery date:

Step 1:  Click on the “Change Delivery Date” tab located at the right of the dashboard. A pop-up calendar card should appear in the screen.

2016-06-28

Step 2: Choose among the dates indicated as “Free.”

2016-06-28 (1)

Step 3: Click “Change Delivery Date” when you are done choosing or “Cancel Change” if you choose not to proceed with the change in date.

 

How to Edit Delivery Instruction

If you need to leave a message or change an instruction regarding the delivery of your item/s to your address, you may do so by following the guide below.

Step 1:  Click on the “Edit Delivery Instruction” tab at the right of the dashboard. A pop-up delivery instruction card should appear in the screen.

Step 2: Click on the drop down menu to choose your special instruction for the driver.

2016-06-28 (2)

Step 3: Once you’ve picked your instruction, click “Submit.” You may also choose not to proceed by clicking on “Cancel.”

 

How to Report a Damaged Item or Part

If you noticed a damage on your product upon receiving the item, you may report the issue immediately or within 14 days after the product was delivered. Please do a thorough check of the product and its parts, beforehand.  

Here’s how to send a report about your damaged item or part.

Step 1: On your dashboard, click on the “Report Damaged” tab. This will take you to a new window indicating the Order Reference Number of the product to be reported.

Report damaged 1 (PS Remove Chat Us, change customer name, order ref, shipping details)

Step 2: Fill out the form accordingly. For question #2, refer to the package/manual to see the specific Part Description you wish to report about.

Report damaged 2 (PS Remove Chat Us, change customer name, order ref _ remove extra submit now)

Step 3: You may also send a special instruction or message by filling out the box below the page.

Step 4: Hit “Submit Now” to notify us of this issue.

 

How to Report an Incorrect Item or Part

On the off chance that you received an incorrect item or part, you may send us a quick report about the issue. Please make sure that you have checked on the items and the manual thoroughly.

Follow these simple steps to notify us about the problem:

Step 1: On your dashboard, click on the “Report Incorrect” tab. This will take you to a new window indicating the Order Reference Number of the product to be reported.

Report incorrect 1 (PS Remove Chat Us, change customer name, order ref, shipping details)

Step 2: Fill out the form accordingly. For questions #1-2, simply tick on the right answer.

Report incorrect 2 (PS Remove Chat Us, change customer name, order ref)  

Step 3: On question #3, you may tell us more about the incorrect part and other special instructions you want us to consider.

Step 4: Attach a photo of the reported item and its pack, if applicable.

Report incorrect 4 (PS Remove Chat Us, change customer name, order ref, _ remove extra Choose files)

Step 4: Once done, click “Submit Now”.

 

How to Report a Missing Item or Part

Check the delivered package and verify all the items included. If you are missing something, refer to the list of parts and take note of the item. Notify us about the problem immediately or within 14 days after the product was delivered.

Step 1: On your dashboard, click on the “Report Missing” tab. This will take you to a new window indicating the Order Reference Number of the product to be reported.

Report missing 1 (PS Remove Chat Us, change customer name, order ref, shipping details)

Step 2: Fill out the form accordingly. For question #2, refer to the package/manual to see the specific Part Description and quantity of the missing item.

Step 3: You may also send  special instructions or message by filling out the box below the page.

Report missing 2 (PS Remove Chat Us, change customer name, order ref)

Step 4: Hit “Submit Now.”

 

How to Return a Product

In the event you’re unhappy with your purchase, you may choose to return the product to us. Please note, however, that you are entitled to return a product within 14 days upon delivery, only. and that the products are still in their best condition. Charges may also be applied to cover the cost of collection.

If you need to proceed with the returns:

Step 1: On your dashboard, click on the “Returns” tab. This will take you to a new window indicating the Order Reference Number of the product to be returned.

Returns 1 (PS Remove Chat Us, change customer name, order ref, shipping details)

Step 2: Fill out the form accordingly. Include a special instruction or message regarding the order or collection of the product.

Returns 2 (PS Edit out Chat Us)

Step 3: Click “Submit Now” when finished.

 

How to Send Feedback and Suggestions

Do you have any feedback or suggestions about your purchased product? Be it positive or otherwise, you may send us your message through the Customer Care Centre. Here’s how:

Step 1: Click on the “Leave Feedback” tab located at the right of the dashboard. You will then be directed to a new window.

Leave feedback 1 (PS Remove Chat Us, change customer name, order ref, shipping details)

Step 2: Type your message in the comments box shown on the page.

Leave feedback 2 (PS Remove Chat Us, change customer name)

Step 3: You may also attach a photo or your purchased item or part by clicking on the camera icon below the comments box.

Step 4: Click “Submit.” Rest assured that your feedback and suggestions will be given utmost regard and consideration.

 

How to Write a Product Review

Are you happy with your order? We would definitely love to hear from you. And if you want to voice out your opinion, you may write a Product Review on our site. Here’s how.

Step 1: On your Customer Care Centre dashboard, click on the “Write a Product Review” tab. You will then be directed to the Review Section of the website’s product page.

Write a review 1 (PS Remove Chat Us, change customer name, order ref, shipping details)

Step 2: Fill out the form with your name and email address or log-in using your facebook account.

Step 3: Write your review or testimonial by typing in the message box.

Step 4: Rate the product from 5 to 1 star, with 5 being the highest rate.

Step 5: Type in the verification code as seen beside the verification code box.

Step 6: Once done, hit “Send the Review Now.”

 

How to View Your Delivered and/or Cancelled Orders

The Customer Care Centre allows you to view details of your cancelled orders or orders that have successfully been delivered.

Here’s how:

Step 1:  On your dashboard, click on the “Orders” or “Cancelled Orders” tab. This will take you to the respective pages.

Veiw past orders (PS Remove Chat Us, change customer name)

Step 2: Check on the details of the orders by clicking on the available tabs.

 

How to View Your GBD Account

To see details of your personal account:

Step 1: At the left panel of your Customer Care dashboard, click on the “Your Account Details” tab.

View your account details (PS Remove Chat Us, change customer name)

Step 2: Check on the details provided, that include your name, email address, post code and password.

 

How to Change Your Password

If you want to change password for your GBD account:

Step 1: At the left panel of your Customer Care dashboard, click on the “Your Account Details” tab.

Step 2: Click on the “Change Password” tab in the password detail box. A pop-up Change Password card should appear in your screen.

How to change passoword 1-2 (PS Remove Chat Us, change customer name)

Step 3: Fill out the card by typing in your existing password and your new password.

How to change passoword 2-2 (PS Remove Chat Us, change customer name)

Step 4: Hit ‘Update Password” to effect the change.

 

Got More Queries?

If you have other questions, concerns, and clarifications to raise regarding your purchase that are not covered in our Customer Care Centre, you may contact us and talk to our customer service representatives, who are always ready to assist you.

To give us a call:

Step 1: At the left panel of your Customer Care dashboard, click on the “Call Us” tab. A pop-up Call Us card should appear in your screen.

Step 2: Dial the number indicated on the card. Please take note of the office hours and days when you may be able to reach us.

 

Have a great shopping experience with us!

Leave a Reply

Your email address will not be published. Required fields are marked *

Garden Buildings Direct Resources
Kybotech Limited, Dukeries Industrial Estate, Claylands Avenue, Worksop, S81 7BQ, United Kingdom
Garden Shed Resources and Helpful Guides 03749055 sales@gardenbuildingsdirect.co.uk 738273904
Copyright Garden Buildings Direct Blog 2015. All rights reserved.