Customer Charter Kitchens Without Compromise Our Promise to You BY APPOINTMENT TO

BY APPOINTMENT TO
HM THE QUEEN
FURNITURE MANUFACTURERS
MOORES FURNITURE GROUP LTD
WETHERBY
Customer Charter
Kitchens Without Compromise
Our Promise to You
Why
Choose
Moores
Over 65 years experience
in manufacturing quality, high
specification products
Experienced, dedicated, national
installation teams
Our products are manufactured in
the UK and hold the prestigious
Royal Warrant
We offer unrivalled affordable quality
Leading design and quote turnaround
service
We have robust sustainability
credentials and processes
We work together with our partners
to build better communities
Service Package
Moores Values
Our values are enormously important to us and
we are rapidly building a culture within Moores where
all areas of our business are working in harmony to
achieve success with our customers.
Account Management
Design and Estimating
Surveying
The account manager offers expertise, guidance,
insight and knowledge. They build a relationship
with the customer to increase a simple and effective
transaction process. The account manager is there to
help achieve the customer’s goals, to be the Moores
ambassador and the trusted expert.
Our in-house design team offers expertise,
feedback and design solutions and the
use of CGI software creates a plan, schedule
and 3D image as well as high quality
photorealistic renders.
Our experienced surveying team carefully measure room
dimensions, house types and handings and utilize our CAD
package to create bespoke designs.
10
Dedicated back-up staff in our head office to help with
any queries and questions.
15
Customer Care
Initial Consultation
day turnaround
time on
Enquiry Process
new designs
5
day turnaround
Finalising the Solution
Respect We strongly believe in having respect for
both customers and colleagues, enabling us to work
closely together both internally and externally.
Pricing
document
supplied from our
specialist
time on
amendments
Implementation of the Project
estimating team
Dedicated Back-up staff
It is part of our business culture to be responsive and ensure
that we deal with any queries quickly and efficiently.
Our dedicated Customer Care team are on hand to answer any
questions relating to occupied properties. Plots which are not
occupied are dealt with by our customer service team.
Simple
We stick to our core business agenda,
principles and processes. We are always striving
to reduce complexity and seek to accommodate
all options.
Results We
work hard internally and with our
customers to deliver the best results each and
every time.
Order Process, Manufacture and Delivery
All days are working days and do not include weekends. All lead times start with a complete order with full details.
We work extremely hard to succeed
in reaching an aim. We will endeavour to achieve the
expectations of our customers by managing our
processes well from the start right through to
the finish.
that we do and understand the need to do business
with us easily, quickly and effectively. We gain and
act on feedback from our customers to improve our
processes and to enhance the customer experience.
Moores
Having completed the Project Implementation Process, we then deliver the service expected of a leading manufacturer. The lead time, starting from receipt of a clean order,
allows us to plan our readiness visit, manufacturing, distribution and installation activities effectively.
SUPPLY &
INSTALL
Customer We make our customers centric to all
Achieve
Call Off
Placed
10 DAY
SUPPLY ONLY
Week
True Manufacturer
Environmental
CSR
Business Centre
Producing quality glue and dowel
rigid furniture in the UK to BS 6222 in
our state-of-the-art facility.
Environmental – Proud members of
Club Green, regularly monitored
environmental objectives and targets
including improved energy and
water consumption and reduced
waste to landfill which also improves
fuel usage and our carbon footprint.
Here at Moores, Corporate Social
Responsibility (CSR) isn’t just a
tick in the right boxes, it’s extremely
important to us and everything we
do. We strongly believe in being
responsible for our actions; socially,
ethically and environmentally.
Moores interactive Business Centre
including our extranet service iView,
allows you to securely manage your
contract and projects.
Week
0
Call Off
Placed
Day
VOIDS
Your price includes:
0
Order
Site
Readiness
Check
Call Off
Processed
Week
1
Call Off
Processed
Day
1
Manufacturing
Week
2
Delivery
& Install
Week
3
4
Fit Appliances
Template
Solid Surface
Week
5
Fit Solid
Surface
Week
6
Manufacturing
Delivery
& Install
Day
2
Day
3
Day
4
Day
5
48hr Additional Cost Service
Order Day 1, before 10am. Delivery Day 3
5 Day standard service
Order Day 1, before 10am. Delivery Day 5
2
3
iView
With our customers at the heart of everything we do, Moores’ interactive ‘iView’ is a
customer extranet which provides a secure contract management system, creating a
transparent process where time and money saving is paramount.
Place and view current orders
Review previous orders
iView in
numbers
300
customers currently
using iView
300
iView hits
per week
5000
iView page views
per week
Plan for your next project
Warranties
20
10
YEARS
YEARS
WORK TOP
WARRANT Y
ACCESSORIES
W A R R A N T Y
Cabinets
20 Year on manufacturing
Laminate Worktops
Duropal
10 Year on manufacturing
Sinks & Taps
5 Years*
C A B I N E T
WARRANT Y
Appliances
2 Years*
*Dependent on manufacturer’s warranty
Contact Information:
Moores: 01937 842394
Estimating (PS): 01937 862432 or psestimating@moores.co.uk
Design: designservices@moores.co.uk
For additional units please contact our Moores Direct team: 01937 862169 or Mooresdirect@moores.co.uk
https://www.facebook.com/MooresFurniture
http://twitter.com/mooresgroup
http://www.youtube.com/user/MooresFurniture
http://pinterest.com/mooresfurniture
www.moores.co.uk
Moores Group
Thorp Arch Estate, Wetherby,
West Yorkshire LS23 7DD
T: 01937 842 394 F: 01937 845 396
Kitchens Without Compromise
Our Promise to You
Ref: No. 1/Issue No. 1 10/14
As no two trees are identical, please note that natural timber doors may vary in colour texture and grain pattern. Conditions in the home such as sunlight, cleaning chemicals, polishes and smoke can affect the colour of wood over
time. Kitchen furniture is made up of a combination of different materials and whilst Moores do their utmost to minimise these shades variations, we are not able to guarantee totally matching colours. Commercial constraints
preclude the hand selection of every component. With effect from the issue date shown until replaced by a new edition. E&OE. The colours and finishes reproduced in this catalogue may vary from the actual colours due to the
limitations of the printing process. In the interest of continuous product improvement Moores reserve the right to alter specification as necessary.