“Poor Service. Doors look nothing like the pictures on the website. I was told that both doors were in stock and so ordered with express delivery. 2 weeks later, still no doors. Come home one day to find both doors sat on my driveway in the rain. One of the doors has 5 completely different coloured planks that dont match at all, some being very light and others very dark. Emailed pictures to the company who said that they are within expectations. Such a shame as this was a test order to check the quality and service, before ordering more as I am renovating my house. I will NOT be back to Internal Doors.”
Dear Lee,
Thank you for your review.
I’m sorry to hear that you’re disappointed with our service, this is certainly not what we would expect.
I can see from your order that you’d originally requested express delivery, but as the doors were being sent direct from the supplier and this is not something that they offer, we had refunded you the additional delivery charge and then advised delivery would be 7-10 working days. Having said this, we certainly do not expect any of the carriers of whom we use to leave your goods outside, so we have given this feedback to the supplier to investigate further with the carrier – I am sorry about this,
In relation to the panel colour variation, the doors you’ve ordered are of a rustic grade and so colour variation is expected and is within specification. Our Terms and Conditions, Section 4. Our Products, do state that the physical goods may vary from the images on our website as this is the nature of the goods with them being manufactured from a natural product:
4.2 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. For example, oak and other wood is a natural product and therefore our products are not identical. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour or texture of the products. Your product may vary slightly from those images. Although we have made every effort to be as accurate as possible, because some of our products are made from wood (i.e. a natural product) all sizes, weights, capacities, dimensions and measurements indicated on our website have a 5% tolerance.
I can see that our Customer Service Team did inspect the images and gained confirmation from the supplier that the doors are within spec and in turn offered you to exchange the doors within our 14 no quibble return policy if you were not completely satisfied, I can see that we never received a response to this option.
Of course, we do not want an unhappy customer so if you still wish to return or exchange the door, please do get in touch and we will assist further with this.
“I was looking for a company to purchase @Deantadoors and frames for our new house. So after some research I've decided to order from https://www.internaldoors.co.uk/ I wish I read all reviews, not just top ones! I though as overall rating was good enough, then there shouldn't be any problems. I GLAD I've listened to my husband and only ordered 1 door (frame and architrave to match it) just to see what it's like! Website was very easy to use and I quickly placed an order on the 18th May. I've received email that estimated dispatch date will be 24th May and then delivered within 5-10 days. But it was almost the end of the month and no one was keeping me updated, so I've called myself to check on my order. A lady said that that my order hasn't been dispatched yet and reason was the missing handle I've ordered with my order! And that my door/frame/architrave were ready to be dispatched a few days ago! When asked why no one has contacted me to notify about the out of stock item as I could've change it or cancel it, the consultant apologised and said that she wasn't sure that no one has called me about that. Cutting story short, later that consultant (Sarah I believe) has offered me as a gesture of good will to dispatch my order as a priority 48hs delivery, so I can book my carpenter who can fit my door. I've been told that my order would definitely be with me on the 7th/8th June! I even asked her again to confirm that I definitely will receive it on the 8th the latest! So, I've booked my carpenter for the 8th June. I even received an email on the 4th June to confirm that my order will be delivered within 2 days. But nothing came! When I called on the 8th June, I was told that my order hasn't been dispatched by priority 48hs delivery! They couldn't even give me a proper information on where my order was. Eventually, @DavidHathaway delivery company contacted me on Wednesday and confirmed that no one has informed them that it was a priority delivery, otherwise they would've deliver it to me earlier (their warehouse was 10 min away from me, I would've gone there myself and pick it up if I knew!). Delivery company was very helpful and arranged an early afternoon delivery for me for Thursday. So I only received my order on the 10th June! I still had to pay carpenter for Tuesday even though door wasn't there to be fitted! And I had to rebook him again.
I kept asking Internal Door consultants to ask their manager to contact me, but one day they will say she is busy, another day that she wasn't in, etc. Then I've received email on the 9th June saying that "I can now see your order has been delivered , should you require anything further please dont hesitate to get in touch"! My order hasn't been delivered to me on that day and second, I realised after, that it was actually their Senior Manager emailing me that message!! How bad and unprofessional is that!! After multiple requests for a manager to call me, she just tried to be undercover and "wrap up" the conversation! She called me eventually and said that she was busy and they have so many customers, so they can't contact everyone! @InternalDoors, I think you need to send your Manager for a customer service course! Customers need to be appreciated especially in this competitive retail market. During her 1st call she agreed that they did a mistake in not communicating the issue with me from the beginning, so late delivery could be avoided and she could see from emails that 48hs delivery has been confirmed too, so she promised me to deal with this issue and come back to me. Then she called me the following day and said that issue was caused by "new member of staff" who wasn't aware of everything apparently..Then she tried to verbally "attack" me by asking if anyone in my team have ever did a mistake! Listen Heather, we all do mistake, I understand that, but your mistake has cost me money! I've spoken to at least 3 different colleagues of yours and at least 2 of them have confirmed a Priority delivery. Are they all new and not trained? Well, then in this case why haven't you call your customer from the beginning to advise on false delivery information? I am very disappointed in this Company! You can't expect the whole team to perform well if their Manager is not understanding basic customer service skills.”
“Disgraceful customer care- do not use
Bought 2 doors, delivered on street on a pallet, co erced by delivery driver to sign paperwork as delivered. When a week later after storing as per instruction when totally inadequate packaging(cardboard edges and plastic wrap) discovered both doors damaged. Internal doors position which they will not budge on is that as I didn't report within 48 hours of delivery then I cannot get replacement. This is in contravention of the consumer protection act 2015, even if the t and c's say please report within 2 days, this is a request not a statement if warranty validity.
I am now sending my doors back at my cost which I will still claim and they are now threatening to reduce my refund should there be more damage than reported.
If they do a lawyer will step in on my behalf.
So upshot is, internal doors don't trust customer so put up wall to stop returns rather than investigate damage in transit due to totally inadequate packaging.
Disgusted and angry.”
