Review Time
The final result is stunning, and the quality throughout is outstanding. The representative who handled our staircase installation was a delight to have in our home. Very friendly and professional, they ensured to explain all options clearly and offered valuable advice on what would look best. They arrived promptly every morning and worked tirelessly throughout the day. We are extremely impressed with the quality.
Our experience with the company has been profoundly disappointing. They present themselves as a premium provider with a corresponding price, but the service we encountered was far from satisfactory. The only stages that met our expectations were the design and survey phases, which were conducted efficiently and professionally. However, everything fell apart once installation began. What was meant to be a two-day process has stretched into a six-week ordeal, and as of now, remains unfinished. From the first day, we faced missing critical components, incorrect manufacturing, and quality-control failures that were revealed during repeated inspections. Despite constant reassurances, we dealt with canceled visits, wrong deliveries, and prolonged periods of inactivity. The disruption has been significant, with constant dust and mess from onsite cutting, even after requesting that all cutting be done elsewhere. We've had to continuously relocate personal belongings because the work is never completed when promised. The ongoing delays have left our home in chaos. Fitters often arrived without the necessary items and could do little more than point out more missing parts. Damage from earlier installers only became apparent after new lighting was added. We had to chase for updates at every step, often receiving unclear or conflicting information. For a company claiming to provide a premium, stress-free service, our experience has been anything but that—it's been slow, disorganized, messy, and incredibly frustrating. We still have an incomplete installation and no faith in their ability to fulfill their promises. Based on this experience, I cannot recommend them and strongly advise others to reconsider before committing.
The final result is stunning; the quality from start to finish is outstanding. The installer was a joy to have in our home—very friendly and professional. He took the time to thoroughly explain options and offered professional advice on what would look best. He arrived on time every morning and worked diligently throughout the day. We are extremely impressed with the quality.
We engaged the company to refit our home office and install shelving in our bedroom. The planning and surveying stages were very professional. The office furniture fitting went well, and the installer was quite professional. However, on the second day of fitting, the installer couldn't proceed with the bedroom work because the materials were incorrectly prepared, deviating from the surveyor's instructions. This happened on October 22nd. The installer assured us we would be prioritized due to their error, but after waiting a few days without any communication, I contacted customer service, who were unaware of the issue. Eventually, they proposed a new date of November 19th, which didn't seem very prioritized. On the eve of November 18th, after moving furniture again, we received a call canceling the next day's visit without explanation, which I suspect was due to more errors in material preparation. We had a decorator scheduled for the following day who couldn't be postponed again. The company offered another delivery time while the decorator was present, but that was unworkable. They then suggested December 1st, but on the morning of that day, we received another call stating the installer was sick and couldn't come. We are extremely frustrated and cannot express how much our expectations have not been met, contrary to their promotional claims.
There seems to be a mix of very positive and very negative reviews, so I won't definitively recommend or discourage using the company based on my experience. I live in a small terrace house with limited space in my backyard. Did the company sell me a dream staircase that, due to their own health and safety policies, couldn't be installed? Did a surveyor measure for this staircase and approve a design without realizing the installation team couldn't fit it? I lost two days of vacation preparing for this installation, and now I have partial stairs because I removed some of the existing ones in hopes of speeding up the process. This has caused incredible stress for my family and me. I haven't decided if this is just incompetence or a lack of awareness of their own policies, but it doesn't look good. If you consider using them, make sure to ask the right questions to avoid ending up in my situation. They received an extra star for the quick refund, which says it all.
From my first contact with the company to the final outcome, I received excellent customer service. The design consultant was very informative about the available products, listened to our preferences, and provided appropriate advice without pushing more expensive options. The survey department ensured everything would fit our design and kept us informed about necessary adjustments. I want to extend a big thank you to the installer, who was polite, professional, and extremely tidy. He even went above and beyond when a post was slightly bowed—he contacted the company, and a new one was provided the next morning. This did extend the fitting time, but I appreciate his perfectionism; fitting the bowed post would have driven my husband mad.
My staircase installer was punctual, friendly, and highly professional. The work was completed to an excellent standard, and he ensured my home was left clean and tidy each evening. I am thrilled with my new staircase and would strongly recommend the company.
Our designer truly listened to our goals and addressed all our queries. We had a specific color that was matched perfectly, and the wood finishes were well-coordinated. On installation day, the installer arrived on time and worked diligently to complete everything while keeping the area clean. Although there was a hiccup with delivery, the team ensured it arrived overnight. The installation exceeded our expectations in quality. We would wholeheartedly recommend this company!
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For over 30 years we have been designing bespoke interiors for our discerning clients, their homes and their lifestyle. Whether you are looking for bespoke furniture or a stunning staircase renovation, we can create the perfect bespoke solution that will add value to your home for years to come.
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