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Frequently asked Questions

We are currently delivering to many parts of East and West Yorkshire, as well as Scunthorpe and Grimsby. Please contact us to find out if we’re delivering to your area. You must spend a minimum of £400 on standard grocery items, this total does not include any current promotional pricing or cigarette and tobacco items. Parfetts reserve the right to withdraw or withhold the service, in order to protect the livelihood of our symbol group stores.

Please call Gold Customer Support on 0330 333 7003 and our support team will arrange for your Retail Development Advisor (RDA) to sign you up. The RDA will need to take a copy of your ID and you will need a valid email address and access to the internet for this online service.

Here at Gold, we put our retailers at the heart of everything we do. Therefore, we offer a range of support; Gold Customer Support can be contacted during office hours on 0330 333 7003, outside of office hours we have an answering service at the same number and Gold Customer Support will get back to you as soon as they’re able. In addition to our Gold Customer Support helpline, you will also have a dedicated Gold Retail Development Advisor who will visit your premises and can offer help with your Gold business needs, ranging from helping you to run our promotions, to helping with advice about becoming one of our flagship symbol stores.

We deliver on most Bank Holidays, but we do not currently deliver on Saturday or Sunday.

We ask that our retailers pay for the entirety of their order upon their delivery. If you wish to return goods, you may do so with the delivery driver and fill out a credit request form. You can also do this for unwanted items within a reasonable 15-day timeframe. We require a minimum of 48 hours to process your credit and once this has been done, the credits will then be deducted from the following delivery invoice total. If you have been charged but not received goods, we ask that you pay your bill in full, fill out the credit request form, and you will be credited in the same way.

We ask that all Gold customers pay by card using the card reader that the delivery driver brings. The card should be at the premises at all times on the day of delivery and should have enough credit to pay any monies owed in full. If you are unable to make payment at the point of delivery, we may bring the goods back to depot and reserve the right to withdraw the Gold service.

If you have been trading with us regularly for more than three months – and subject to a credit check by our accounts team – you may then choose to make payment by Direct Debit. The process can take around three weeks which includes an RDA visit to help complete a Direct Debit form, credit check and the form being processed by your bank. Direct Debit payment would involve payments for any given billing period (inclusive of invoices and credits) paid the following Thursday via Direct Debit payment. You will be notified of the Direct Debit total via email on the week the payment is due.

In the first instance, we ask that you contact Gold Customer Support on 0330 333 7003. You may also choose to speak to your RDA, whose contact details you should have or can obtain from Gold Customer Support. If neither of these options result in a satisfactory outcome, you can also request a call from one of our depot managers who should be able to help. If none of these avenues have proven to be fruitful, or if you choose to bypass this route you can also make a complaint in writing to the following address: Gold Customer Complaints A.G.Parfett & Sons Ltd Didsbury Road Stockport Greater Manchester SK4 2JP

We do not have the logistical capabilities to take packaging back from owners at this time, due to the popularity of the service and the time restraints on drivers. As the owner of the goods, you are responsible for the disposal of all packaging for the goods you own.

You can expect a friendly, efficient service from our drivers. If you need to return goods you can expect our drivers to check your purchase invoice and fill out a credit request form with you to return the goods to depot. Once the goods have been returned to depot we can begin to issue credits, which can take up to 48 hours to process. Our delivery drivers may ask you if you can make payment before they deliver your goods. This is to try to limit occasions where we have delivered and unloaded your goods, only to have to reload our vehicles when payment has failed. Our drivers do not issue credits and are not responsible for any outstanding credits or service issues. In order to get these resolved, please contact Gold Customer Support on 0330 333 7003. For efficiency of service and to prevent our drivers from being delayed at your premises, please do not ask our drivers to wait until credits issues are resolved. If you were expecting credits to be deducted from your invoice total, please call 0330 333 7003 and we can investigate to resolve the matter. If you have a complaint about one of our delivery drivers please contact Lucy at Gold Customer Support on 0330 333 7003.

You will need to spend a minimum of £400 (excluding VAT) on items that are not currently on the Managers Special promotion. This excludes cigarette and tobacco products. We have kept this minimum spend figure as low as possible in order to make this an easy criteria for customers. This Minimum Spend criteria enables us to provide the best possible service to you.

Due to the perishable nature of these goods we do not accept returns on fresh or chilled unwanted items, as it is not possible to sell these goods on. We will, however, credit you for items that are out of date or damaged.

In order to order Fresh and Chilled items to come on your delivery – we do require a slightly longer lead time. Please contact Jayne Hobson on 0114-251-8888 if you wish to regularly order these goods to be included on your Gold delivery and we can arrange it. Jayne can also give you an overview on pricing. This is to ensure the goods you receive are at their freshest on your delivery.

As a free next day delivery service, your goods can arrive at any time from 8am until 8pm. We ask that someone is available at all times to receive delivery and make payment during these hours on the delivery date you have specified. If you have requested a time slot and we are able to meet it, we will do so, but this is not a guarantee, and goods can still be delivered at any time within these hours. You can contact Gold Customer Support on your delivery day for an estimated delivery timeslot, but again, this is not a guarantee and goods can be delivered at any time between 8am and 8pm on the delivery date specified. On rare occasions, it may not be possible to deliver on your requested delivery date. This usually happens as a consequence of unforeseen circumstances. You will be contacted if we are unable to deliver on your requested day and an alternative date will be given – you can also choose to cancel your order under these circumstances and your statutory rights will not be affected.

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