Price Promise and Service Guarantee

We want to make your buying process as simple and as easy as possible. We care passionately about good customer service and we’d love to make the guarantees below to you. If you should ever experience a level of service which falls short of any of these guarantees, I would ask you to contact me directly on 07545 839286 or by email to brian@roantree.co.uk. We can’t wait to make your marketing and promotions really successful!

When you contact us, we GUARANTEE that:

We will answer all telephone calls within 4 rings and you will ALWAYS get a real person
·You won’t be asked to leave a voicemail message during our working hours of 9.00am – 18.00pm
You won't be speaking to an impersonal call centre. Our staff will always be friendly and helpful
We will respond to all enquiries within 24 hours
In the unlikely event of a complaint, we will respond within 24 hours. We take complaints very seriously, so you can be assured of our swift response
Your name and address will never be sold to an outside mailing list

When you require assistance, we GUARANTEE that:

All samples up to a value of £10.00 will be provided free of charge, and samples over that value can either be returned or invoiced along with your order
All proposals will be easy to understand, accompanied by a product image, supplied within 2 working days and all costs will be explained - so no hidden extras!
If there is a particular product you require, you can describe it to us and we guarantee to find it
If you require information or advice we will give it to you in a clear, easy to understand way – we won’t confuse you with technical terms or jargon!

When you place an order with us, we GUARANTEE that:

With nearly 30 years experience behind us, we will provide you with a service that is second to none
Any minor artwork alterations, or basic artwork creation will be offered free of charge
All orders will be acknowledged in writing on the same day they are placed
You will always receive a proof for your product to ensure that we have interpreted your instructions correctly
You will receive the products ordered within the lead-time quoted at the acknowledgement of your order
You can chose from a wide range of payment methods including Visa, Mastercard, BACS, electronic transfer, cheque or banker’s draft.
In the unlikely event that we make a mistake with your order, you will not have to bear any of the cost of replacing it. We will ensure that the error is rectified completely free of charge.
You will receive a phone call from us to ensure that you have received and are pleased with the products ordered
If you have any queries about your promotional products you can call our sales team and we will be happy to help

The Roantree Price Promise:

We know that our service is the best in the industry. We want you to know that you won’t find a better price anywhere else in the UK either. We are so committed to this, that we want to make the following promise to you:

If you find a more competitive price anywhere else, we will BEAT it!

Our Price Promise is subject to the following:

Quotations must be identical e.g. exactly the same product, colour, overprint design, leadtime and delivery details as the comparative order.
The Price Promise cannot be used after an order has been placed
Comparative quotations must be verified through email, written quotation or fax from the competing supplier
We reserve the right to refuse an order