“Had an appointment booked to measure and look at options, I was asked to ring to confirm that I was still available, 'Yes' then all they were more interested in was finding out how I was going to pay, rather than visit itself. They decided not to turn up for our pre-arranged appointment. Disappointed in this company.”
“Shocking quality and customer service, a £2000 front door that after a year you cant open or close. Requested an engineer visit which was scheduled 5-6 weeks later despite explaining we couldn't use the door and just as well I don't live in a flat. Engineer scheduled for today but was just called to say he cant make it and will be here in 8 days time. Who needs a front door I guess.”
“had front and back door and one bedroom window replaced about five years ago bedroom window started to steam up back door lets water in and had to take some of the skirting board off to fit the door now it has left it damp”
“Poor quality product, poor quality service and very poor quality workmanship.
Left a knife in my 6yr olds bed , entered areas of my house without permission, stole items from my fridge.
Had to have all 14 windows and door that safestyle fitted replaced within 3 months by a professional company . Safestyle should not be trading !!”
“door, a casement window and 2 tilt & turn windows fitted on 14/06/21 to the front of the house.
Salesman came back on same day & quoted for 1 door, a casement window and a tilt & turn for the rear of the property. I accepted the quote and paid a deposit.
Discovered that the handles on tilt & turns were really stiff & salesman had a look & said if they didn't slacken off to call customer services.
The next day they were not just stiff but had completely ceased. I am unable to operate or lock them. Brand new windows not fit for purpose.
Customer services a nightmare to get in touch with. I was on hold for an hour and a half at one point.
On 16/6/2, in line with their cancellation policy being able to cancel within 7 days of placing the order, I decided to cancel the additional order I had placed for the rear of the property as I had lost confidence in the products Safestyle were fitting.
I was sent an email with a link to accept the terms of the contract which I obviously have not clicked to accept.
I was also sent an email to say an 'engineer' visit had been booked for 6th August to rectify the faulty mechanisms on the front windows. What? Almost 2 months away! Totally unacceptable.
To instruct them to cancel I sent an email and spoke to Ann in customer service on 16/06/21.
(The link they give to cancel on their site conveniently doesn't work by the way!)
Ann said someone from the cancellation department would be in touch. She also said the calls were recorded so it was on file I had called as I asked her for email confirmation the order had been cancelled.
No one called so I sent another email 17/06/21.
Ben then called me later that day.
He assured me he would cancel the contract and refund the deposit. I asked Ben for an email to confirm this had been done, which he said he would send an email and a letter.
On 18/06/21 a Sales Manager called me with a 'bribe' of, if I didn't cancel the order for the rear they would get them manufactured quickly and get them fitted as soon as possible and get the windows fixed the same day! Wow, that's good of them. They must think I am stupid!!! Give them another few grand to supply even more rubbish goods so they can rectify the faulty goods they've already supplied. Not a chance.
Another point to note is I made it very clear that I did not want the rear windows fitting until next year after I have had other internal building work done as I don't want heavy materials being brought in through a new door that could get damaged.
I agreed to place the order now to avoid price increases. The salesman said I could get the job done now and get interest free credit. Nooooo I donr need credit, the funds are not an issue I want them fitting at the time I have planned, after the other renovations have been completed.
20/06/21...discovered another fault with the front door frame trim, basically it is coming off at the top.
Another email to customer with photo attached.
21/06/21... checked online banking. No refund received. So another email FAO Ben.
He is quite a personable chap, he rang me and again reassured me had had dealt with the cancellation and issued the refund but it can take 10 days to reach my account! Extraordinary! They can take the money immediately but takes 10 days to refund. Poppycock!
He also offered me the same 'bribe' that the Sales manager had. Don't cancel we'll sort faults out quickly. I made it clear that wasn't going to happen.
Later that day another guy rang from the installation depot to discuss 'the order' yes...the one I have cancelled on 16th!!! Now this is ringing alarm bells with me. Hello!!! 3 people have called me about this CANCELLED order. Hmmmmm Ben assured me he has dealt with it and cancelled on 17th so why am I still getting calls. At every contact I have requested an email to confirm but none received.
I have already alerted my bank with the case in the event that I need to request the invoke a section 75 charge back which will happen if these monies a not refunded timeously.
I have also taken some legal advice and I am even considering contacting BBC watchdog.
I don't want to go down either of these routes. I just want the faults rectifying and thd deposit refunded but rest assured I will take this further to get resolution if I have to.
Please save yourselves some time and grief and don't use this company.”
“Overall bad experience from safestyle got the sales pitch best company around etc and to be honest I think the worse. Had windows and doors fitted but only half as scaffolding wasn't arranged for top. Another team came out and fitted rest I did sign which I should not have at all but felt pressured my partner was not happy. Contacted safestyle straight away as 2 windows were completely out and 1 window needed adjusting problems with catches on some aswell. A surveyor came out and agreed that they needed sorting. Still waiting been over 2 month, and now paying for windows that not happy with. Tried calling, emailing absolutely nothing no communication at all.”
“Fitted the door out of true, then hung a distorted door, fitted a new large bay window leaving the old bays wooden support in place which are approximately 20years old. Been waiting since April for them to rectify such bad work spent over 6 hours on the phone asked to talked to CS manager 5times still not received a call? Sent so many emails yet don’t they ignore these and do not reply failed to return after several weeks to refit because they’d delivered replacements to wrong depot I spent 2 hours phoning to find the new date was 29/7 they failed to inform or ask my opinion
Therefore by my experience don’t go anywhere near this unprofessional company?”
“This company is difficult to deal with they don’t call you, if they do they don’t keep their promises. I had an issue with a refund due to structural issues my window/doors could not be fitted. Trying to get back my deposit has been nothing short of abysmal. There is no clear responsibility re: info exchange so you often need to explain the whole thing over and over. Not to mention calling them several times to get an clear answers.”
“I contacted them for a quote as I normally get 3. The survey guy was polite but when he rang to get a price from his manager, he was blunt and rude saying local companies could not match either the guarantee or build quality. On top of this he was £1000 over the other two quotes on a less than £2000 quote. Just be wary with this company and don’t get bullied into accepting the price. The same guy rang again today trying his luck again. Stick local as you will may get comeback if things go wrong.”
“Had windows fitted 3 yrs ago and within the first year the pains started blowing think i have had about 7 blowen now and now waiting for another 2 to be replaced and takes forever will never use them again ever”
“We had safestyle fit our new windows in January and we've had nothing but issues. Window locks breaking handles not working, handles coming away from frames. We've had 1 service engineer out already and I'm trying to book another to come out. I darent open window in case I can't lock.them again. The handles o 1 set of French doors sounds like it's grinding the locks open that's if I can get the key to turn.”
“They tried fitting the first window. It was too big, so they cut it down to fit the hole. 5 attempts later, I was told they had no intention of replacing the window, so now I'm stuck with a dangerous window, and it's the means of escape widow. Very dangerous issue, a window that can't be used, plus leaving people open to danger, including a 89 year old disabled person.. safestyle you are a fool to yourselves. For the sake of a £500 window, it's going to cost you a lot more in court, the cost of a professional company to replace your shoddy unprofessional work, the court fees, the solicitors fees, the loss of my wages for all the wasted days I had to take off. And the bailiffs costs..”
“this company should be on a rogue traders program and investigated urgently. the positive reviews are questionable. They left me with a door that doesnt close or lock and then dont respond to calls, voicemails or emails. warning to people not to go through what I have been through.”
“If i could give a minus I would after a installation in March of a window/door Im left with a £15k builders bill. This company should not still be allowed to practice. They are unprofessional, uncommunicative, uncaring who want to ignor when things go wrong leaving customers stressed and in fear of loosing their house. They put in a door and window without a lintel in over the window 3 days later a 3" gap appeared between gable end and roof. They are denying responsibility sending a "independent builder" around who assessed the damage from 30' away and wrote a report my 12 yr old grandson could of written. Their assessor came out and acknowledged the issue took photographs and arranged scaffolding to be followed by a builder we got scaffolding but no builder. After much complaining and writing to FENZA, GGF and Trustwork all companies they are associated with to complain they again organized another "independent mediator" company who apparently was able to assess the damage via google images of the property - what a joke. We have received a report from our builders who state the roof was in good nick apart from the damage safestyle caused. The problem being because there was no lintel and a single skinned wall this is what has caused the damage. QASSS the 2nd "independent" assessor paid for by SAFESTYLE has since tried intimidation tactics by ringing my builder without my permission and trying to get information out of them to support there case eventually threatening them with court - this is incomprehensible but something ive come to expect from this company - save your money and go to someone else anyone else.”
“Fairytale story without happy ending
When I got the windows installed could not be happier. Safestyle made me feel like the center of their world customer service was brilliant they could not do enough. Windows was great everything was right I the world even gave them s great reviews.
Now that I have issues with the windows that are not watertight Safestyle could not be bothered and of course every time you call direct superiors of the call center staff are in meetings. Engineers to visit the house can't not come out for months as fully booked and when the do turn up they have not been given all the jobs to do. I even mentioned to the customer services team should I cancel my payments to you until you show up? and she said "up to you we have our money your agreement is with the credit company"
It sound a bit over the top but effectively I have been grumed. Abused and left in the gutter buy safestyle waiting for a call back that never happened even when promised.
I couldn't be more stressed out with the situation. Again been promised a call form someone who can make things happen at Safestyle but not holding my breath”
“I had a new front door and 2 side panels fitted, after a few years the bottom of the door developed a crack, As I had a 10 year guarantee I gave them a ring. What a joke! I was told that bit wasn't covered by the guarantee, and would give me a quote for a new part. So the 10 year guarantee isn't worth the paper it's written on😡”
“I had a price from them for my front door 9 month's before I called them to say I was ready for installation, they sent another salesman around and the quote was suddenly £1000 dearer, but the evergreen 'phone call to his supervisor ploy' was deployed and low and behold the new covid induced £1000 increase was miraculously slashed in a goodwill gesture by £500. It was at this point I really should have told them to sling their proverbial hook, but alas I settled for the installation and the new price. D'ohh!
A few days later I visited my Niece and noticed she very recently had an almost identical new front door from one Safestyle's competitors, I asked the cost and she informed me it was the same as my original quote, no covid hike, no bull, just an identical door priced and fitted within the last two weeks. I was straight on the phone to cancel, but they dropped the price to nearly match it and said they were struggling to price match.
Unfortunately for the fitters ( who were excellent and tidy ) the company forgot to supply the ordered leaded side panels and sent plain side panels instead. After they had completed the fitting Safestyle promised I would have my replacement leaded side panels a month later, but the day was due and I got a phone call saying they hadn't got my replacement panels and I would have them fitted on their next available date, which was not really negotiable even though I can't be there because of work, but that's when they're coming. C'est la vie!
They're now constantly phoning me to book a day for them to come price my windows despite my complaint to them about the poor service and price hike debacle. I think that proverbial hook needs slinging a long way, I won't be going back!”
“I got a quote nine months ago for a front door. I was told that this firm has a price promise for twelve months so when i wanted to go ahead with the door i arranged for a salesman to come back and go ahead with the door he told me the price was significantly different a lot higher !WHAT HAPPENED TO THE PRICE PROMISE!”
“1 star because I can’t give 0.
Appalling customer service. They don’t talk to you, they only read from a script. When you email you get the same response, if they even bother to reply to you.
Work done by them described as unacceptable by their own staff (video below) but won’t do anything about it, and no acknowledgment that we couldn’t do anything about it for a period of time when they stopped work during the first lockdown.
Furthermore the options below don’t give me the answers I would like (ie they haven’t responded)”
“Had windows fitted to the front of the house and they started leaking in save style came out sed they were not there windows the paper work was not right windows so they can get out of fixing them and had a new porch put on all windows steamed up doar is leaking in after they have already been out to fix it once and now they keep putting off cumming out they give you a date then cancel the day before and make you want months to get the engineer out to fix the problems”
