Review Time
My experience with this service has been extremely disappointing. I purchased four doors, and one arrived severely damaged. I sent them images and all necessary information, but they refused to assist. Their professionalism is lacking, and once payment is made, you're left to fend for yourself. I strongly advise against purchasing from this service.
I have been in touch with the Sales Administrator regarding an issue with my fire doors that cost £1000. The customer service has been absolutely terrible, showing no regard for customers. The quality of the doors is poor, and now I'm facing an additional £150 fee to get a refund, along with a loss of £400. As a business owner with 25 years of experience in fire door installations, I can confidently say that you can't sell doors that are impossible to install due to inferior materials. I have not caused any damage; unfortunately, the quality isn't visible until installation. I strongly advise against purchasing doors from any associated companies. The service and response have left me disgusted.
Anyone considering this service should proceed with caution before spending money, as you may encounter damage upon arrival. The customer service experience was appalling. On delivery day, I witnessed the personnel mishandling the doors, treating them carelessly, and causing further damage. They spent an excessive amount of time unpacking their van after I rejected the damaged items, creating a hazardous mess. I attempted to discuss the situation with a representative who promised a quick replacement, but no action was taken throughout the day. After waiting on hold for 35 minutes, I decided to share my experience regarding this poor service. Despite spending hours trying to reach them, the company seems disorganized and dismissive. They mentioned they would attempt to deliver new doors soon, but I have not heard back. My advice is to consider a different door company.
The customer service is absolutely dreadful. I ordered three doors, and one arrived damaged. I’ve sent multiple emails over two weeks seeking a return or refund, but there has been no response. It's also nearly impossible to reach them by phone; I've waited on hold for up to an hour without my call being answered. I would strongly recommend avoiding this company and will not be ordering any more doors for our project.
We placed a large order for £2.9k on 24.11. The initial delivery took about a week, which was longer than expected but manageable. However, one entire pallet of nine doors was missing, seemingly lost either in the warehouse or by the courier. The missing doors arrived on 5.12, but then we discovered two doors were the wrong size. After providing photos, they agreed to collect the incorrect doors and send the right size, but the earliest they can do this is 6th January. If everything goes smoothly, we will finally receive our doors over six weeks after placing the order. This is not acceptable.
The initial delivery failed because the vehicle couldn't access a bridge, despite there being multiple routes available. No one contacted us to inform us, and we had to follow up ourselves. The doors arrived two weeks later at a different address, and there was no one on-site to inspect them. Once we could check, we found one door significantly damaged. The company is refusing to replace it because it was reported after 48 hours, despite their late delivery causing the entire issue.
The doors themselves are good, but be wary of after-sales service; it’s quite poor. I had one door out of eight measured incorrectly and needed a replacement. When I called, they showed no interest in assisting me. They expect you to sort out any problems yourself, including arranging a courier to return the door, which seems excessive given the amount spent. I was just told to refer to the returns policy without any help offered. While the doors are great, the customer service leaves much to be desired.
***Update - I spoke with a representative who resolved our issues. Thank you! We ordered 15 doors a couple of weeks ago, and the pricing was great, along with a free handle pack and delivery. The doors seem to be of decent quality, except for one with a quality control issue. However, if issues arise, the process is problematic. One of our glazed doors has a visible misalignment, and although I reached out for support, they have been unhelpful. Additionally, we have two incorrectly measured doors. While I understand this was our mistake, the company has not been cooperative in resolving it. After half an hour on the phone, I learned there’s no exchange service, and I’m left to handle the logistics myself. I’d recommend opting for a local merchant for easier exchanges.
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