Installation Team Great, Customer Service Very, Very Challenging.... 2nd time using Smiths and so disappointed. If you are about to consider placing an order with Smiths please read below, all disappointingly true: I will give an abridged version of my experience as I am sure you don't wish to share my journey in full Technicolor! October was the confirmed installation once price and contracts had been agreed and signed. Nearly the whole house to be re-fitted with new double glazing at substantial cost but long overdue. We were informed the installation would take 2 days and be completed October. A small incentive was offered on the price to complete then as this was a quieter time for the Smiths installation team. I write this review some four and a half months later with the installation "officially complete" minus my time and 2 extra holiday days taken for replacement windows to be installed. Firstly, I will say the installer who initially visited to complete the installation was great. In fact it was him who pointed out 3 of the 4 defects in the glass and logged a call with the service team for 4 replacement windows. This is where the painful road to complete the job starts...... 1.Numerous calls chasing status 2.Replacement date booked December as informed "not a priority"installation 3.3 (yes 3) return visits to replace the defective windows due to incorrect size errors 4.Finally completed mid February which should be the end of the story, but this is where I will offer a word of warning... Only after a detailed email from myself asking for feedback did I receive an apology (the first after over 4 months of liaising with the Service team). I have also asked numerous times to speak to a member of management to share my experience to be told the service team deal with all complaints and only they respond. As a senior manager within a large PLC retail company we welcome and demand our leadership team are exposed to customer feedback good or bad but apparently there is only one person who deals with complaints on behalf of Smiths and there is no option to escalate. When I have specifically asked for my detailed email to be escalated I received back "You can email ****@smithsltd.co.uk although I deal with all the complaints so it will be me that responds." To which I responded: "For my understanding to confirm: no one within the management team has visibility of ongoing complaints or feedback? There is no escalation path for any customer to pursue and if the outcome is not satisfactory there is no recourse or option to pass through to one of the senior team?" The response? "You can of course pursue through a third party such as Fensa but again that would come back to me and also they would just ask us to put right anything outstanding which has been done." That's the end of that then in Smiths eyes isn't it.....? The biggest disappointment for me is whenever I have asked for the complaint to be recognised and responded to all I receive back is a very defensive "we do not offer compensation". Not once have I asked for compensation, all I have asked for is to speak to a member of the management team to provide constructive criticism. Smiths, as a company, have a lot going for them, competitive pricing, experienced and skilled installation teams, established as a company providing a good product BUT PLEASE, consider your options. If you have any issues with any part of the installation BE PREPARED to be railroaded. Made to fit in with the installations teams workload and generally feel as though you are an inconvenience to them to resolve something that wasn't your fault in the first place. Shame on you Smiths, and to your Board for not having the appetite to get involved in the day to day challenges faced by your teams to use your experience and knowledge to create a better customer experience especially in todays climate where high ticket purchases are easily deferrable. I will be looking to draw from this experience as I present a numerous retail seminars though the year. For me this is a textbook failing of businesses, which eventually will challenge their place in their market.