twchome.co.uk

Good Product, Poor Service

Like many Trustpilot reviewers, my experience regarding an installation carried out by TWC Home Improvements was beset by poor management of issues arising from said installation.My wife and I visited TWC's Swindon showroom in October 2025, with a view to arranging replacement of the front door to our property. A TWC sales representative visited us on 14th October 2025, and he helped us to select a new front door from the TWC product range. The sales rep told us to expect the new door to be fitted in December 2025.On 23rd December 2025 I received an email from a lady from TWC, stating that she would like to book the installation date for 2nd February 2026; I accepted this installation date.Work on the installation of the front door took place on 2nd February. While the front door was installed, two issues arose that could not be completed on the installation date, namely 1) a section of the beading around a window of the front door was chipped and needed to be replaced 2) some damage made to the skirting board next to the newly installed front door during the installation process needed to be "made good". The installers informed us at 14:45 on 2nd February that they would have to come back to our property, to resolve these issues.Just over 2 hours later, at around 17:00, I received a telephone call from TWC, asking me to pay the full amount for the installation. My response was that we had arranged to take out a loan for the purchase of the new front door. The response was that we had indeed taken out a loan, but that the salesman had "ticked the wrong box". She also asked me if all of the work had been done; my response was that there were still issues outstanding (perhaps a communication with the installers?). I was also told that the installers would return on the following (Tuesday 3rd Feb) morning to complete the work. I responded that I would release the funds when the work was completed.At 11:25 on the morning of Friday 6th February, the installers returned, unannounced, to complete the work. My wife and I were told that the work would take half an hour to complete. At 13:30 (over 2 hours later!) my wife and I had to attend an appointment, so the installers had to leave, having repaired the skirting but not the beading.At 10:49 on the following Monday 9th February, I telephoned the TWC installation office, in an effort to find out when the installers were able to return to our property to resolve the beading issue. The lady who answered took the details of my request and stated that pass them on to a colleague for further action. Although I received some missed calls from TWC during the following days, I could not get through to the TWC installation office. Finally, on Thursday 12th February, I took a telephone call TWC. I was asked why I had not released the funds to pay for the installation; my response was that I would release the funds when the beading issue had been resolved, per the message that I left with her colleague on 9th February. After telling me that she was unaware of the aforementioned message, I was told that an installer would visit our property to resolve the beading issue on the following Monday 16th February.An installer duly visited our property at around 10:30 on the morning of Monday 16th February. After introducing himself, he returned to his van to fetch the replacement beading strip. On his return, he discovered that the beading strip that he was given was about 2 feet shorter than required! He apologised profusely, and resolved to return with the correct length of beading. Later that morning, I received another call from TWC, to arrange for the installer to visit our property one more time, on the morning of Friday 20th February, to finally complete the beading work. This task was completed to the satisfaction of my wife and I on 20th Feb, and I the immediately released the funds for the completed work.What is clear from the above is that, when any issues arise in the installation of TWC products, communication between the TWC people managing product installations and the people who actually do the installation work is very poor. In our case, work carried out on our property on 2nd February was not completed until 20th February, almost 3 weeks later. The staff managing the installation only appeared concerned with trying to get me to release the funds; I, in turn, had to keep reiterating that I would not release the funds until ALL of the work had been completed. My wife and I have plans for future home improvement projects that would require employing a company with TWC's resources. TWC is the LAST company that we would employ for such a task!

Date of experience: Feb 20, 2026