I'm sharing this review after what should have been an easy order for a custom glass tabletop, which turned into a frustrating ordeal due to poor communication. From the beginning, I provided precise measurements, diagrams, photos, and responded promptly to all requests for clarification. I paid immediately upon receiving the invoice and even sourced the necessary fittings myself based on their advice. In short, I did everything possible to ensure a smooth process. Sadly, the service did not match my efforts. 1. Constantly chasing for updates After making my payment on 31 October, I had to send multiple emails just to get basic updates: • 3rd November: “Can you confirm the order is proceeding?” • 14th November: Two emails inquiring about an update. • 19th November: Another email asking for delivery details and tracking information. Each time, I was left to chase them for a response. Not once did the company provide an update without me having to ask. 2. Inadequate delivery communication On 14 November, I was informed: “We aim to dispatch your order on Monday for delivery Tuesday/Wednesday.” However, no tracking number was given, no confirmation of the delivery day, and no follow-up as the date approached. This left me uncertain about whether to stay home or risk missing the delivery. Even after specifically asking: “Will I get a tracking number and the exact delivery day? I don’t want to miss the driver.” No tracking was provided. On 19 November — the supposed delivery day — I had to chase once again, and the response was simply: “Tracking indicates it is out for delivery today.” No tracking link. No courier details. No time frame. No explanation for the lack of earlier communication. 3. Insufficient customer care I provided every detail they needed (including drawings showing hole placement and corner radius). I even sourced the fixings myself after being directed to an external supplier. Yet, I did not receive the same level of attention in return. At no point did they acknowledge the delays or the communication issues. It seemed that sending a brief update was too much to ask. How the service could improve Looking at the email exchanges, the solutions are straightforward: ✔ Offer proactive updates
If you provide a delivery window, follow up with courier details and tracking on the day. ✔ Share tracking information promptly
Every other online retailer does this as standard. It should not require multiple follow-ups. ✔ Acknowledge customer inquiries quickly
Many of my emails went unanswered until I followed up. A simple “We’re looking into this” would have made a difference. ✔ Take responsibility for the process
I shouldn’t have been the one doing all the chasing after payment. The effort I put in should have been matched with the same level of professionalism. ⸻ Final thoughts While the glass may be satisfactory, the customer experience was lacking. If you're thinking about ordering from this service, be ready to chase for every update. Communication is crucial, especially for custom orders. Unfortunately, that's where this company fell short.
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We specialise in high quality bespoke glass products using only the best toughened glass. We design, manufacture, supply and install a range of high quality glass applications such as Kitchen and Bathroom Splashbacks, Shower Enclosures, Shelves, Glass Doors, Balustrade Systems, Table-tops & Protectors, Toughened Mirrors and Wall Art for the corporate, commercial and domestic market. With the ability to deliver glass nationwide for one-off projects or daily deliveries we have the capabilities to supply a premium service. For all that you need in glass we can supply it.See more
