Avoid this company – unfair charges and poor complaints handling
My experience with TrueMix Concrete has been appalling from start to finish.
I booked a concrete delivery and later contacted the company to move the delivery to Monday. At no point during the booking process was I clearly informed that changing the delivery date would result in almost **£480 in charges**. Had this been made clear, I would have made a different decision.
The situation became even more confusing when I received a text confirming my delivery window as **1:00–3:00 pm**, yet the driver later insisted he would only deliver around **11:00 am** because he "had to be home by 1 pm." This completely contradicted the confirmed delivery window I had been given.
What concerns me even more is how my complaint was handled. The same person who spoke to me on the phone as the driver also appeared to be the person responding to my complaint emails as senior management. I requested that my complaint be independently reviewed by someone not directly involved, but this never happened. That raises serious concerns about the fairness and independence of their complaints process.
During our latest phone call, I was told that my call recording had been reviewed. I find that very difficult to believe given the speed of the response and the fact that the same disputed version of events was simply repeated. The company insists that I was told the exact cancellation charges and agreed to everything they claim, but that is absolutely not my recollection of the conversation.
Rather than acknowledging any mistakes or accepting any responsibility for the conflicting delivery times and poor communication, the company has maintained its position throughout and is still attempting to charge me **£480**.
This dispute is no longer just about the money. It's about honesty, transparency and accountability. As a customer, I expected a company that would listen to legitimate concerns and investigate them fairly. Instead, I felt dismissed, blamed, and treated as though my concerns did not matter.
Based on my experience, I cannot recommend this company. I would strongly advise anyone considering using them to make absolutely sure every cancellation charge, rescheduling fee and delivery condition is explained clearly before placing an order, rather than assuming it will be highlighted if something changes.
Reply from Truemix Concrete Ltd
Dear Mr Eldeeb,
Thank you for taking the time to leave your feedback. We are genuinely sorry that you were disappointed with your experience.
Your booking was cancelled only a few hours before your scheduled Saturday delivery, after our Saturday operation had already commenced. By that stage, our drivers, batching staff and delivery vehicle had all been specifically dedicated to your order, meaning we had already incurred our own operational costs. We remained fully committed to completing your delivery at the agreed time and would have been there.
Although we were unable to simply transfer the Saturday booking to Monday at that stage, we explained the charges and genuinely wanted to find a fair solution. As a gesture of goodwill, we offered to credit the Saturday opening charge against your next order should you choose to continue with TrueMix. This would have significantly reduced the overall cost to you, despite us having already incurred our own costs. You decided instead to use an alternative supplier, so unfortunately that offer could not be taken up.
We are naturally disappointed that we were unable to complete your order. We work hard to provide reliable service, quality concrete and excellent customer care, and we are proud that many of our customers continue to choose TrueMix time and time again.
We wish you every success with your project. Should you require our services in the future, our goodwill offer remains open.
Tom Walpole
Chief Operating Officer
TrueMix Concrete Ltd