Review Time
Poor customer service, had a number of e mails between Northwich Glass and myself re new door, never heard off them again after waiting over two weeks. Clearly don’t value customers or don’t need the work.
From start to finish we were given excellent service. Initially from Rob in the showroom giving advice on design and then the 2 fitters, Brian and Dave who did an amazing job, very tidy, clean and polite. A pleasure! Not forgetting Andrew the surveyor whose input was invaluable.Thank you all.
We used Northwich Glass for our home in Thelwall. The fitting process was smooth, windows lovely, and best price we were quoted.We had a couple of snags to fine tune eg obscure glass instead of clear glass in a couple of windows which was promptly rectified and another snag which was our mistake.Most importantly for us the team respected our home, wore shoe protectors at all times and laid new dust sheets. I intend to use NWG again and would recommend them.
The quotation process was not slick. Wouldn’t quote until property had been secured (even though we had arranged access to measure up from the estate agent and vendors) and they quoted a 12 week lag time from ordering to fitting. In the end it was much quicker. Thankfully. Chaotic design process- three iterations of the quotation as the openings were not correct each time.Fitters broke the French door glass panel during unloading. That involved a delay while another glass panel was ordered. They told me they would fit the shattered panel as a temporary measure! I thought that was far too unsafe. What sane person fits a shattered glass panel to French doors? So they managed to fit a plastic panel as a stopgap while the broken glass panel was re-manufactured and shipped.Fitting caused bathroom tiles to have to be knocked off- which the fitters tried to reinstate with under-plaster! That obviously didn’t work- and one of the tiles fell and broke. Had to request it was fished out of the bin. The fitters seemed not really to care “You were going to replace the bathroom anyway weren’t you?” “Er-No!” I had to pay our tiler to remediate and repair.To add insult to injury the FENSA certificate was issued to the wrong address. Rang up and the receptionist didn’t understand what a FENSA certificate was! I explained it was a quality certificate. She told me to call back on Weds (this was Saturday) when Fay would deal with it because “we don’t deal with the FENSA certification” . No explanation of who Fay was. She is an accountant at Northwich Glass- I had to ask-this information was not volunteered.They come across as unorganised and shambolic. Which is a shame- as they used to have a great reputation. Unfortunately the blame always lies with a lack of leadership and management oversight which is blatantly obvious from a customer perspective.
We have just had all of the windows and doors in our house refitted by Northwich Glass. From beginning to end the process couldn’t have gone more smoothly. The office staff answered our many questions, provided quotes very promptly and kept us updated on a regular basis.We were fortunate to have the “DREAM TEAM” of Bryan and Dave consigned to our windows and doors refit and we couldn’t have been more satisfied with the results. They arrived on time, were courteous, fitted the windows with precision and cleaned up all areas before they left. All in all a very professional team.In conclusion, we were more than satisfied with the results of our windows and doors refit and would recommend Northwich Glass to others.
We have used Northwich Glass a few times now and our most recent experience was still fantastic. Great customer service. Super range of products. Any little issues always promptly resolved. Fitters did a great job too, with a clean and tidy finish. Would highly recommend using this firm.
I've been waiting nearly 5 weeks for a quote for all new windows and doors on my house. I wasted my time having the appointment and visiting the showroom. I've given up emailing as I've had no response from my last few emails. Disappointing service and I have now gone elsewhere as I can't wait any longer.
We have had our whole house; front, back, side and orangery glazed and doors supplied and largely fitted by Northwich Glass. Each time, not without problems and where later we have had a problem, customer service has been quite appalling. This morning our back french doors wouldn’t lock. They were fitted some time ago, but my thought was to phone the providers and fitters, they’d know what to do. Well I’m afraid being told we’d have to wait at least a week wasn’t acceptable! How could anyone relax or sleep at night knowing anyone could come in! There was no concern or empathy at all. Fortunately I thought to get in touch with our house insurance providers. They immediately got in touch with a carpenter/locksmith, who came out no more than a couple of hours later, lock replaced in 5 minutes. Was this really too much to ask if Northwich Glass? Poor!
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