The following comments are actual written letters and emails we have received from our customers. They have been reproduced here verbatim.

Hey Chris, I would like to order the following
WAU 22658 x 1 pK
HP17BII x 1

And thank you very, VERY MUCH for the fast service. You guys ROCK!!!!!!!!!

Regards,

Mike

Mike, August 6, 2008

Hi Tanya,

I just wanted to say thank you for bring Frid and Russell to our office! I placed my first real order yesterday and decided to do a comparison with G&T to see what I would have spent on the same items. Frid and Russell were less expensive on every single item. I ended up saving $44.

In addition to this, I had occasion to speak with a customer service rep (I believe she said Liz). I had ordered the wrong product and she helped me find the one I wanted, updated my favourites with the correct item and arranged pick up of the wrong item and delivery of the correct product. She was friendly and incredibly helpful!

So thank you again for introducing us to Frid and Russell… I’m happy to make you our new Office Product Company!

Take care,

Deann

Deann, July 30, 2008

Dear Eric,

I just wanted to thank you and "Frid and Russell" for helping me when I really needed help. I have been with my company for 30 years and have always dealt exclusively with "F & R". You have always excelled in customer service and given us a good product. Last year at this time, I called you and explained that I had just had 2 bouts where I was off work due to back problems. I have some medical issues with my back for years - however I could still work. It was beginning to look as though I was going to have to go on short term disability. I explained to you that my chair was ancient, and likely needed replacing. You kindly offered to let me try the new "Shadow" chair at my desk for a few days (you had loaned it to me from your own desk I believe). Wow! What a difference!

Well, it has been a year now, that "The Shadow" and I have been together, and I (and management) are happy to say I have not lost any time since the new chair have been together.

I would highly recommend this chair to anyone to at least try out.

Thank you Eric & Frid and Russell.

Penny Production Scheduling Coodinator, January 23, 2008

Nuno:

No problem.  Rest assured that I never refer any company who has given anything less than excellent service and you guys do provide great customer service and value, from top to bottom so the thanks really goes to all that service our account.

Thanks.

Kathy @ Matcor, August 3, 2007

Hi Chris,

I just wanted to say how happy I am with my decision to switch to Frid and Russell for office supplies. In only a few months I have saved so much money! I am impressed not only by the incredible pricing, but by their helpful customer service team. Ordering online from www.fridandrussell.com saves me so much time because I can quickly access my ordering history to see what items I have purchased in the past. I can also look at a list of my "favourites," which are grouped into categories (thanks Chris for setting that up!). In minutes my order in submitted electronically and I can move on to my next task. I have come to rely on their free delivery service and trust that my order will be here in no time.

Roisin @ ServiceMaster, May 25, 2007

Hi Allyson,

Our order came today....all prices match....nothing is on backorder....and all items are acconted for!!!!

Wohooooo!!....you guys are awesome!

Thank you!

Betsy @ Quadro Engineering, May 18, 2007

The decision to move our office products' purchases to Frid & Russell has been extremely profitable in terms of a measurable reduction in our costs combined with a level of service that, quite frankly, we didn't think existed in the office supply industry.

Our staff here at Sunwing has become reliant on the product expertise, friendly nature and responsiveness of your customer service team.  It's truly made a difference in the time we spend sourcing and ordering office products.  With your team's intuitive knowledge of our needs, our staff is able to focus on their core responsibilities at Sunwing without worrying if the office products order will be accurately filled and delivered on time.  

Wherever possible, we enthusiastically endorse and recommend your company to our industry and professional colleagues as a dependable and trusted business partner.  We look forward to building our business relationship with you for many years to come.

Paul Chan CFO @ Sunwing Travel Group, March 8, 2007

Let me first start by saying that we at Mattamy Homes have always been extremely satisfied with the exceptional quality of Service and Price that Frid & Russell has provided for Mattamy Homes.

Frid & Russell has been Mattamy Homes primary supplier of Office products, computer supplies and furniture for the past 10 years. Over the past 5 years Mattamy has experienced considerable growth and Frid & Russell has been right there with us. Frid & Russell have provided specialized delivery to over 50 building sites and customer service trailers in the GTA. They have provided dedicated sales and customer service support, customized ordering, delivery and billing for Mattamy Homes.

Frid & Russell is dedicated to their job, and take great pride in the quality of service they provide, and I am really pleased to recommend them to any major company.

Mattamy Homes, October 19, 2006

... I just LOVE the new pictures that have been added to the website order screen, it makes looking for things MUCH simpler now.

Angela @ LGL Limited, October 18, 2006

While I am thinking about it I just wanted to point out that all the gentlemen that came to deliver from Frid & Russell at our place over the years have always been really nice & polite, it’s not always the case believe me, in some situations they were on the border of being rude but I have always noticed that with your company it is the opposite, the gentleman that came today was nice, and I thought that it was time that I let you know, we often hear people complaining but I like to give compliments when it is due and of course I do complain when it is also due (ha! ha!).

Colette @ Hamilton Kent, August 25, 2006

... We are extremely satisfied with your team of customer service specialists. I must make special mention here of Jan and Liz who go above and beyond to help.

Diana @ Integrus Brand Solutions Inc., June 8, 2006

Chris, thanks so much for the candy coupon - it’s nice that you are doing that - it’s one of the things that the “OTHER” companies used to do that we enjoyed. But even WITHOUT the coupons…you guys are terrific! We have never enjoyed such great service - right from your telephone operators down to your delivery people! Everyone is so friendly, so helpful, so courteous! And your prices are great too! We are extremely pleased with every aspect of our association with Frid & Russell! Keep up the good work!

Joan @ Sutton Group, June 8, 2006

... when they call and try to get me to talk to them…honest to God, hand to heart I tell them I’m not interested and they ask why. I say well, because I’m already with the best. So they say you never know. I say well as long as I’ve been in charge of ordering office supplies, it’s been Frid & Russell. So they say give them a try and I say nope, not even gonna bother. Nobody beats them in price, in service and I’m not moving on that. Not gonna happen.

lol so they try asking for the boss which would be CARLOS and I say he’s going to ask me who I want and who I am happy with. That’s Frid & Russell and that’s who I want. So that’s who I get.

*takes a breath*

So, yes, I kinda am sucking up a little tiny bit BUTTTT that’s the honest to God truth. =)

Carmen @ Goldmark Sanitation, May 26, 2006

My name is Michael and I head up the procurement department at Curomax. I just wanted to pass on my sincere appreciation for the hard work and dedication that Nuno has provided us! Although it is not uncommon for Nuno to make us feel truly valued, last week he went beyond what I would ever expect from a vendor partner: I asked Nuno if Frid & Russell carries stainless steel tea kettles and after some research, he could only offer the plastic ones listed in the catalogue. He told me to leave it to him and the next day a beautiful stainless steel kettle showed up. Nuno had actually driven to The Bay, purchased it and had it delivered to Curomax. Other vendors would simply try to convince me to take what they had to offer or source it myself.

This level of customer service extends through to the folks who have help me with phone orders as well and is much appreciated by the team here at Curomax.

I look forward to working with Frid & Russell in the future and wish you continued success!

If you are ever in Mississauga, please pass by for a cup of coffee…or rather “tea”. Thank you.

Michael @ Curomax Corporation, March 30, 2006

I would like to pass on my compliments about the exemplary service I received from your staff member Allyson.

Our office has used your company for office supplies for many years, and the staff never fails to come up with creative, and quick, solutions to our concerns.

Yesterday, I called to see if you had a product that would produce a reminder alarm for our office since the phone we have been using for the past decade has died.

Allyson suggested an alarm clock that she knew of that would reset itself after use, which was perfect for our use. She herself went out to locate the item, and it arrived today, less than 24 hours later. WOW!

It’s service like this that makes it EASY to remain a loyal customer!

Oakville Kiwanis Meals on Wheels, January 26, 2006

I want to congratulate you on some very nice employees. James and David delivered the bookcases yesterday. They flattened the boxes and carried them away and left virtually no mess. The installation of the boardroom screens and panels went extremely smoothly. They were both very polite and accommodating.

So nice to work with such great folks. Thanks.

Kim @ Endpoint Research, January 19, 2006

I’ve worked at BPB Canada for 6 ½ years as an Office Administrator. Through all those years, Frid & Russell have supplied us with our Stationary and Office Furniture needs. I find them ALL very helpful and friendly. When I place an order, I fax it in to their office. They read the order and within 5 minutes (I know because if I make any kind of mistake like catalogue number for something “black” but description reading “red” they ALWAYS call me and ask me which I prefer: red or black).

If I order an item that will take a while to get, they always call to verify if I want to wait or make a substitution that would be quicker. If I order a cabinet and a bookcase and the cabinet will be an extra 3 weeks, they explain that they’re having trouble getting the item in and would I like a similar cabinet that is a slightly different colour. If I’ve ordered a lot of something that is unusual, they’ll send me everything they have and the backorder always arrives fairly quickly. I think the longest I’ve ever had to wait was 1 week for a special item back order.

Occasionally I get something that wasn’t quite what I ordered; either I had the wrong idea of what I wanted or it was a “pick error” (I ordered white binders and received black). I call Frid right away and Customer Service is more than happy to see that the item is picked up the next time the delivery person is here and that the correct item arrives promptly, generally the next day. I’ve never received any kind of hassle returning things.

Eric Austen drops into our office every Thursday and takes personal requests for items from me (or one of my staff), he also arranges for paper delivery for our photocopier (basing the delivery on what our needs are when he checks our stock). He also refills the supply cabinet for one of the other departments, so they have a continuous flow of stationary without someone constantly checking to see what’s missing (a real asset for a company that’s on the go like ours).

We had a special high level conference a year and a half ago, with people from all over North America and Europe. I made arrangements for Bobbie in Customer Service to be my “go to” person and told her for the two weeks of the conference EVERYTHING I ordered would be RUSH. Bobbie outdid herself getting my items right away, even sending Eric Austen over in the car once to deliver a “must have” item.

If a specialty item is delivered down in the plant, the person delivering has instructions to bring the packing slip up to me. I ALWAYS get my packing slip. If I ask for a copy of the invoice (most of our invoices are paid through central accounting), I ALWAYS get a copy of my invoice.

All in all, they’re a wonderful company. They seem to believe that taking that extra few minutes to make sure the order is complete and correct is worth the extra effort (and I truly appreciate that from a customer stand point).

Sharon @ BPB Canada, December 8, 2006

I just wanted to let you know that we are very happy with the service we have received from Frid & Russell over the past year. You have always come in with any new products that you feel may be useful in our business.

I also want to compliment your customer service representatives on their excellent handling of any problems, if they occur, and in their calling in a timely fashion to inform me of any possible hold-ups in processing an order because there might be a back order.

It is a pleasure dealing with your company.

Finella @ Pollard Windows, October 6, 2006

Both Karen and myself (Nicole) would like to say just how much we appreciate dealing with Frid & Russell to purchase our office products. Teresa was our salesperson who faithfully sought us out when we moved to our new location in Burlington and because of her friendly, helpful attitude and knowledge of the products carried by the company she was able to woo us away from our other office product suppliers to start purchasing with Frid & Russell. Since then, it’s been a great experience. We always look forward to dealing not only with Teresa but also the helpful customer service staff. Teresa keeps us informed about new product offers and specials. She even goes out of her way to pick-up or drop off products to ensure we get them when we need them.

It’s always a pleasure working with Teresa and we look forward to our continued relationship with her and Frid & Russell.

Nicole @ The Markus Group, October 4, 2006