“I rarely write reviews but feel compelled to alert potential future clients of Anglian Windows of the shocking service we experienced. This will seem a long review but in no way reflects the protracted list of issues we experienced from start to finish over 14 months, however I will try to keep this succinct.
We chose Anglian after several quotes and lots of research because of their assurance of “unparalleled levels of customer service” and quality of materials and workmanship. Regrettably, nothing could be further from the truth.
We placed our order in May 2021 and a survey was completed in June, we scrutinised this and found it to be incorrect, the revised version was also incorrect so this took 3 attempts.
The installation was delayed until Sept and during and after this a large number of snags were identified by both the fitters and ourselves. These included scratched windows with scuffed/chipped upvc frames; faulty locking mechanisms & handles; so called ‘easy-clean’ openers were almost impossible to budge; some windows badly fitted with twisted rubber seals and water pooling after first rainfall. The scaffolding was unsafe according to the fitters and I spent weeks scraping up silicone sealant from the perimeter of the house. We were asked to send comprehensive evidence including a list of all snags and images which took some time. We then spent the next couple of months chasing this up with little or no response, and finally got an engineer visit to rectify the faults in Nov 21, which unfortunately only rectified a few issues as the engineer had not been properly briefed and had forgotten the correct windows and parts to replace. This was followed by a further 4 failed engineer visits up to June 2022, all with equally similar experiences.
Communication over this protracted period was shocking, I tried relentlessly to contact the NW branch, based in Stockport, the phone is never answered (I since learned the national team can never reach them either). After many e-mails and phone calls I escalated to the national customer support team who were very supportive, however the regional branch has full autonomy in handling their own complaints so when it goes wrong the national team are in effect powerless to intervene. At one stage I wrote a polite email to the NW branch expressing our disappointment and copied this to the Senior Customer Services manager, Director of Operations, and 11 other senior personnel and didn’t receive a single response from anyone. When I eventually reached a senior customer operations manager from NW branch, he told me in a rude manner he was too busy to deal with this and it was also proven on two occasions I was deliberately misled by this manager. This appears to be a culture which is deeply embedded within the NW branch of Anglian.
I finally wrote to the CEO in Norwich and thankfully was contacted by their national lead for customer operations who was very helpful but also was unable to really expedite the protracted issues or resolve the problems. By now I had lost approx. £700 in lost salary taking time off for engineer visits (they say they can arrive anytime between 8am-5pm and normally arrive around 4pm if at all). I politely requested some compensation as this was entirely out of my control and they offered me £50 – I declined and chose to seek legal advice, after which they eventually offered £250 which I accepted in protest as I was completely exhausted with the whole experience. Even this was a shambles as they incorrectly completed a cheque which my bank invalidated, and Anglian didn’t even pay postage so I had to retrieve it from the Royal mail sorting office and pay their fees!...you just couldn’t write this!!
The snags were finally completed almost 12 months after installation, after experiencing a year of significant stress, inconvenience and lost salary. Finally, if you do go ahead and trust the other reviews in Anglian’s glossy brochures (like we did) make sure you receive your FENSA certificate and guarantee, something else we had to chase up for months, not suprising given the appalling quality and shocking workmanship / customer operations from the NW branch.
My advice…don’t consider this shambles of a firm for a single second!!!”
“We were extremely excited when we booked 3 windows and a front door to to be fitted with Anglian home improvements, especially as it was for our first home, so it meant a huge deal to us. Naturally I should of been put off when someone came to our house without invitation to sell windows, but I just by coincidence had been looking at windows & door quotes. So we had a salesman come over to tell us how incredible Anglians windows are, and how good the quality is. We fell for it. Unfortunately I can say with absolute certainty I would never, ever, deal with Anglian as a company ever again, never in a million years! The first issue was the glass got broken for our bathroom window when being installed, which got left smashed for over two months. This made the bathroom very cold. Secondly, when they tried to install the lounge window, the surveyor had unknowingly got the measurements wrong, and not only this but the installers didn't bother to check, so they went ahead and ripped out the old window, only to inform us 10 minutes later that they had to board it up. This for us was extremely stressful, a boarded up lounge was not only depressing and creepy, but freezing. It didn't help that the installers left pieces of plastic everywhere, empty tubes of sealant, and even a receipt for parts, all over our drive. They also forgot to foam in a window and left a gap, despite me saying "excuse me have you foamed this window?" And they said yes, which they hadn't and then returned two days later to foam it in. I tried not be too furious whilst calling them for an explanation or plan of action and apology as I know accidents happen especially with building type work, but it was very difficult to get through to anyone. After finally getting through to a manager, he explained that the installers has tried to blame the surveyor, I just wanted an apology and a plan of action to sort it out asap! I could only assume because of the absolute stress we had to go through and the increase in our energy bills due to having two rooms exposed, we would receive a discount. I tried to speak to a manager multiple times about this. They explained that Anglian flat out refuse to give any form of discounts, no matter the issue, unless it's an amount of £50 or so. This I found absolutely shocking and absurd considering the stress and issues they had caused us. Not only this, but two members of staff complained about the company to me down the phone! They've left foam marks around our window where it was boarded up the lounge window, which I still haven't managed to remove, which I find heart breaking to see. We have not received an official apology from the company in any shape or form. I emailed to the complaints team but they only tried to contact me once whilst I was in a work meeting. It also appears no departments speak to each other about what's happening, completely disjointed. Please spare yourself the upheaval and stress and go somewhere else. I've attached pictures of everything including the "good quality" we were promised.”
“Anglian finished work on my house on the 22nd November and the scaffolding is still up and four bags of asbestos is at the front of my house waiting to be picked up. the do not answer my calls.”
“Shocking quality AVOID
We paid for triple glazed, energy efficient windows.
Once installed we commented to the installer how we could still hear outside noises, whereas our other triple glazed windows (not Anglian) we couldn’t and also it felt draughty.
Installer stated that it was due to the vents which were now a mandatory requirement.
A few weeks later, still unhappy, my husband looked past the vents and found that the windows didn’t fit properly as there were big gaps at the top join!
We firmly believe the installer knew this when he fitted them and tried to cover it up.
Appalling. Wouldn’t recommend them to my worst enemy.”
“Pathetic company from installation, customer service and all the way up to the leading board. Paid nearly £20k for full windows and doors. Was told I needed lintels at a stupid price of £2.5k which is outrageous but they wouldn’t accept a third party to fit them or myself even tho I work in construction. This however proved a sore point for them as the lintels aren’t even as the such and are doing absolutely nothing at all as I’ve outlined so I’m waiting for a refund. This was paid at my expense also after they contacted me ten days before installation and said they couldn’t go ahead unless it was paid for. Having tried for 9 days to contact someone I was forced to go to the office and pay for them. The customer service is pathetic and it’s safe to say Anglian couldn’t run a bath let alone a business. Avoid this company at all costs and use a local window fitter. Support a local tradesman and don’t give these wasters your hard earned money. They don’t care about customers at all. I’ve emailed various people here who don’t reply even some 4-5 months after me sending emails. Funny how it doesn’t take that long to submit an order! Complete jokers!!!”
“It started with the salesman who said we couldn't have bi-folding doors or a radiator. We stupidly believed him and went ahead with the order. We paid £999.00 and then £3400 deposit. We were told 18-20 weeks for the start date which we were fine with. Twenty weeks came. We received an email with various information and amongst it we were told that the conservatory would not be built for another year - no specific date, just 'at least May 2023' We eventually spoke to the salesman who said 'how can I tell potential customers they have to wait 18 months?We made the decision that we could not wait for at least another year as our house was a new build and we needed to landscape the garden. We asked for our money back and were told that we couldn't. In the contract it states that they can change the date, however, it also states that it has to give an alternative date which they didn't. We argued with their solicitors but have got nowhere. Anglian do not care about their reputation or about their customers. Please be warned. We are now using another company who asked for £500 deposit. They gave us a date which they have stuck to and we only had to sign a simple contract. I wish that we had gone to them first. Shame on you Anglian.”
“Bought a number of door and windows earlier this year. Front door will not lock - cant phone as says leave request on line - completed online report and say they will get back in 5 days!! So in emergency situation there is no safety - astounding and appalling. This has finished us for this company - buyer beware”
“BEWARE, DONT WASTE YOUR MONEY. WE WASTED £7K OF HARD EARNED MONEY AND THEY DONT CARE
The worst service I could ever imagine!
£7k worth of shoddy work. Leaks, damp, drafts. I could go on ....”
“I spent £15K with this company in 2013 replacing windows and doors. Plus a further 6K in 2015 to replace Facias & Soffits. So much for the warranty (none existence). Wide cracks appeared inside wall above the bay window, builder said its to do with the PVC windows fitted incorrectly plus always moistures on the windows inside and out in the winter. Contacted Anglian and they are just not interested. Avoid this company as they are not loyal!!!”
“Waiting 8 months to have one plane of glass replaced in a conservatory roof. They requested payment up front before they would manufacture the glass, which I did provide. Still no sign of the new glass 8 months on. I am trying to get my money back now, but that is not happening either.
Do not use Anglian.”
“I would give zero star if possible. I use Anglian Home Improvement to replace our three windows last September. It cost me £5500 to replace three windows . Two of the windows bad condensation just after two weeks. I contacted customer service to take a look at it. They said that condensation is normal. And they refuse to send anyone come to check it. I will not use them anymore. Don’t waste your money.”
“1st November - we had two new windows fitted - one ( the downstairs living room window had a scratch about six inches long
The installers said we would get a new pane of glass “ in two weeks”
We have phoned , e- mailed , an inspection visit not fulfilled
We expected a good service from Anglian windows
Please change the damaged pane - we paid in full but are feeling so disappointed at the after service
/ Mr & Mrs Wadsworth”
“Waiting since April for a front door to be installed. All paid for but still not fitted. The company have made three appointments to do the installation and have failed to show up every time. Each time I have been given lame excuses. Bad customer service and do not keep customers informed.”
“So many bad reviews, so many stressful cases. That's what this company brings you .we've got your deposit so we'll do whatever we like . It' starts with salesman lying , anything to get your order, then the fun really starts , did we say 12 weeks until fitting we really meant 12 months, oh you don’t like that tough .I maybe one of the luckier one's, never got my windows fitted just managed to get my contract cancelled. They have keeped my deposit however , I will never know what the outcome of fitting would of been like , but do consider myself fortunate to have avoided it . They are truly a disgusting company , that nobody in the country should gamble their hard earned money on .”
“Anglian Windows have provided a shocking service. Significant gap above door letting cold air through , poorly fitted door , screw driven through porch frame. Door not closing properly. Wrong door replacement. Staff criticising colleagues workmanship. Ongoing problems for over a year. The customer service is even worse and truly shocking! Faulty Towers from start to finish. Extremely poor moral compass starts from the Managing Director! Photographic evidence, chronology of events and company attitude are extremely damning. Communications ignored. Evidence reserved for further action. 0/10 for a disgraceful shambolic service. Surprised the company is still trading.”
“had 4 windows and back door done in April the windows had to be replaced as they were not secure HOW dare they put my family at risk! they have tried to rectify the extremely poor workmanship but are just making it worse please do not use these clowns i have had so much heart ache trying to get to talk to someone in authority but they just do not want to know still waiting for someone to contact me but no one cares. the only person who does want to talk is the guy who tried to rectify it but he is not touching my house again going through the complaints procedure is a waste of time no one answers your emails even though i emailed all the directors and CEO they just don't care AVOID at all costs”
“If I could give Anglian a zero or a minus I would. Service terrible, products sub-standard. Our new front door is being replaced (by another company) as it is not fit for purpose and is not yet 3 years old. It was broken when delivered and I have had to pay for 2 new locks to be fitted. If you ring the company they say it is not a priority. I have given up and am now getting Safe Style to fit a new door. Don't touch Anglian with a barge pole would be my advice!”
“Anglia and they people are a disgrace. They don't care about their customers and have absolutely no integrity. Please DO NOT go near them. How they are still in business is a mystery”
