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.
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