Customer Services


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About us is the on-line trading arm of W & E Rolfe & Son, the finest independent hardware store you may ever find.  

Originally established in 1955, we are one of the oldest members of the British Hardware Federation. We take pride in offering our customers free and independent advice based on decades of retail experience. Our reputation has been built on providing an extensive range of quality products at value for money prices. Products and trends may have changed in the past half century but one thing remains - when you visit our premises in New Romney or choose our online 'rolfesdiy' store you will receive the personal service every one of our customer has come to expect and rightly deserves.  
Rolfe's DIY - 'Just the Job!'  

Extract taken from 'Shepway Today' and is reprinted with kind permission of Shepway District Council


The success of an ironmonger business means a lot more than nuts and bolts - just take a look inside W & E Rolfe & Son.

The 2,000 sq ft New Romney shop is a treasure trove of everything from pot scourers to paints, batteries to BBQs, garden tools to coal - and of course, thousands of nuts and bolts.

The business, founded by Bill and Evelyn in 1955, has grown and developed over the years to become a landmark in the Romney Marsh area. Spencer Rolfe and his wife, Patricia, now manage the New Romney shop having taken over from Spencer's parents, Ken and Yvonne, in the late 1990s. This is a third generation and totally focussed family business.

Spencer is responsible for the phenomenal range of products on the shelves attracting not only New Romney residents but schools, golf clubs, care homes, councils, national companies and overseas customers. The business has developed its internet trade and now exports to a world-wide customer base.

One customer in Australia who ordered an ironing board cover actually sent it back because it was the wrong colour and asked for a replacement. Patricia notes "We are here to provide a service so of course we were pleased to deliver the exact requirements of our customer, indeed the customer must always be right".

Part of the shop is allocated to a seasonal display of products which is all part of the drive to stay ahead in the retail field - as are plans to enhance the e-commerce potential of the business and so promote online sales.

Patricia believes there are three things that underpin the shop's ability to withstand the current economic climate - quality, service and value. And it's traditional and personal customer service that is most important.

"We offer free and independent advice based on years of retail experience which ensures that every customer is treated as an individual. Products and trends might change but personal service doesn't, and that applies to the pensioner who comes in once a week to buy nuts for the birds, and to national companies placing large orders for technical products. And a satisfied customer will happily return".

Although Patricia's sales background helps with promoting the business, the shop's longstanding reputation is key to its success. Spencer and Patricia do not rest on their laurels and are keen to widen the potential customer base. This, Patricia thinks, can only be good for the town of New Romney in that it encourages people to visit both their shop and hopefully, the other independent retail outlets along the town's High Street.


Photography taken by Robert Berry


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