Every sale brings us joy, and more importantly, it means we get to serve customers like you. You’re never just a number on a spreadsheet or a monthly target. When you choose us, you become part of the family, and we treat you as such.

From our dedicated sales team to our friendly delivery driver, we’re here to make your experience seamless and enjoyable. Now, let’s dive into what you can expect when you order from DQ.

The enquiry and sales stage:

When you enquire with us, you meet our knowledgeable and friendly sales team – Who are on hand Monday-Friday 08:00-17:00. They can help you with everything from how to calculate the heat output you need for your room to what styles of radiator you may want to consider depending on the space you have to fill.

We believe in providing an exceptional experience from the very first interaction. That’s why we invest in our team’s training and product knowledge. Our customer service is rooted in human connections – no AI assistants here! Whether you reach out via phone or social media, you’ll always speak with a real person who’s ready to help.

Ordering from DQ:

After placing your order, our team inputs the order on our system where it is categorised and given an estimated due date. This information will have already been shared with you, but you’ll receive an additional order confirmation by email clarifying the details of your purchase and a date that you can expect your item to be delivered by. Special requests and details will also be added to this confirmation and this information can be seen by every member of the team who accesses our system.

Special orders:

For orders that require a longer lead time – such as those being imported from abroad or finished in a special coating – our team closely monitors the process to ensure everything runs smoothly.

We have a strong network of suppliers and transport companies who we maintain a great working relationship with, to ensure that things run as smoothly as they can.

In recent years, we’ve made significant improvements to our painted product process. By purchasing our own powder coating plant, we now handle all finishing in-house. This allows us to reduce the risk of damage during transit and inspect each product for quality control.

Aftersales:

When your order is ready for despatch – The sales team will be back in contact to arrange delivery. (Unless this has already been agreed.) Then it’s off with either our in house driver or our trusted network of couriers. If you’re in need of an update, the customer services team are happy to jump on and look for estimated time slots for you.

In the rare incident that there is a problem with the product – Our after sales will jump on to resolve the problem, whether that’s arranging a replacement or bringing back the original for rework. They’re always on hand to make your experience as stress-free as possible.

If you’re ready to find out where your local stockists are, you can find all of our account holders here.