visited the showrooms on 3rd September 2021 and promptly arranged a site visit which happened. We then repeatedly chased for quotes to no reply. When they were sent they were repeatedly wrong. Finally able to pay sizeable first deposit once quotes correct. Waited a few months, periodically chasing, to no reply. Site visit happened again and all measurements were taken from scratch. Was informed that nothing had happened to our order in the meantime. Chased for quotes & were sent wrong repeatedly. Finally placed order.Complete silence from the head office. Every time I chased for an installation date I got the same one line stock reply. Even if they had been human and said they were sorry but it was difficult times it would have been better than being made to feel like a total inconvenience. People also only replied to emails once I cc’d their bosses in which is so depressing. Doors and windows finally installed on Feb 15th 2022, 5 months later. 3 glass panels were made to the wrong size despite the huge wait and two site visits. Sent several emails to head office explaining what had happened - no replySpoke to someone in office who explained new glass would be made - no apology at all, but promised it would be expedited and be done within a week.Two had been scratched during install. Sent an email complaining. First time I have complained during this whole process despite non existent customer serviceReceived a reply. No apology but having a go at me for questioning their customer service and asking me to send photos of scratchesSent photos - no reply.Chased up via email one week later, no replyFinally got a reply with a new installation date two weeks later ( three weeks from date when we were promised it would be done in one week ) again no apology for delays in replies, for windows being made to wrong size, for scratched windows and our house being left in a mess - just a blunt few lines in an email about new installation date.Three weeks later Fitters Daniel and Jen came with the new windows and were great but instead of the two replacement windows and 3 panels for the door they had been given the 3 door panels twice and no other windows. They also hadn’t been briefed on the extent of the job so didn’t have all the parts they needed. We were left with no trickle vent so there was a gap to the outside , expandable foam showing, two scratched windows, unfinished sill and surround and door not opening or closing properly. Dan and Jen were very apologetic which made a nice change as no one else has said sorry.The fitters reassured me that the missing two windows were ordered again along with all the other needed parts and that it would only be a week. I emailed 1st doors twice (to 5 different email addresses ) explaining that the order was wrong again and asking if we could have Dan and Jen for the next and hopefully final fit! - no one replied to either emails.When we did get a reply it was someone we hadn’t heard from before who was helpful and finally said sorry, but we were told it would be a month before next visit unless they could bring it forward.We replied explaining how we didn’t feel a month again was acceptable and asking if someone could at least come and fix the windows so we didn’t have a hole to the outside world and visible expandable foam everywhere - no reply.We followed up with an extensive list of everything that needed to be done / ordered / fixed so that the next visit would hopefully be the last. We also requested that all glass be inspected before loading on to the van so we don’t get scratched glass again.Fitters turned up on 9th April. We weren’t given a time and had been waiting to hear if we could have a date that wasn’t a Saturday as Saturdays are really inconvenient to us - only to have them show up to our surprise on a Saturday afternoon. Good job we were in.One pane of glass was scratched again. They will have to come back. Again. Seven months, three fitting visits and it’s still not complete.
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A FENSA registered bespoke glazing company in west London. We offer full personal service: folding doors, sliding doors & bi fold doors accross the UK
