“Absurdly poor post sale service. They use the fact that most people get impressed by their flashy pictures, but when it comes down to delivering what's in the picture, they fail completely.
Everything that they could mess up with my order they messed up and when it came down to dealing with it, they were completely unreacheable or unhelpful and always unemphatetic, sent the wrong item, delivery was delayed for months and half the stuff ended up missing.
See below a detailed list of all the points they messed up
1. Placed order in May, was promised delivery in June
2. End of June no communication. Had to reach out, been told it's end of July now
3. End of July, received email saying it's been dispatched. One week later, nothing delivered. Tried reaching out, no answer. Tried reaching out the following day no answer.
4. Waited one week, still no delivery. Reached out again, I've been told that it's been dispatched the previous day, but couldn't provide any tracking info that woul reflect that. Couldn't provide delivery day, told me to wait at home for the next 5 days. Which I couldn't do.
5. Delivery came, half the items were missing. Contacted support, they said they will look into it, but refused to offer ETA on when they will get back to me.
6. They never got back to me, parcel was dropped off on a random morning a week later at 5AM on my drive.
7. Sent complaint letter, no reply back.
8. I've ordered a gate, they provided fence boards, which are twice as wide. They told me I have to cut it, which was never mentioned in the ad and will make the trellis look rubbish
9. And probably the worse thing is that throughout this whole process staff couldn't care less. If I would reach out to them on chat, they would blank half the time since it wasn't a sales querry and stop responding to my questions.”
“I have had similar problems with the person below. Ordered a post and free cushion. Told it was delayed and then heard nothing for past two weeks. Several emails ignored, on phone for over 30 mins and had to leave message, no one available on chat and absolutely no response. I have ordered from them before and had problems then but staff did get back to me. Sadly disappointed with recent experience and no goods still being sent.”
“I have received the wrong order. I ordered a 6 foot Alahambra pedestrian gate, one solid side panel, four posts et cetera. The joiner arrived today to build and install the gate, when he opened the packaging it was for trellis panels. I have been on the phone all morning trying to get through to so-called customer service. This is a premium line number so costs a fortune to hang on. Waiting time is 10 to 12 minutes. Then nobody answers.
I have used the web chat service and no help either. I have emailed screen with envy and no response either. I paid almost £600, and still have no gate. Appalling service. I have asked numerous times for somebody to phone me as I haven’t got the money, nor the time to try and get through to this non-existent customer service. Need my order sent to me immediately or a full refund.”
“I love this company’s products and spent a LOT of money via my landscapers on replacing my entire garden fence with their product. A few weeks later I placed a personal order for a heart stool costing just under £100 and on that day it was meant to arrive with a free make up bag. Order arrived with a broken charger and without the promised freebie. Emailed customer services 20 JULY no response. Been tagging their Instagram account in how amazing the garden looks and they been loving it but when asking about my issue in being sold it’s getting resolved lies. Now this heart stool product is also being sold at half rpice. Worst customer service and worst shady sales practice I’ve seen. Shame on a company where a customer has spent thousands £ to get treated this way”
“Avoid this company they take orders for goods they don't have. Advise it has been dispatched when it hasn't and then ignore any contact you try to make. When you ask for a refund they ignore you.”
“Ordered 2 screens initially, early 2022. All went well. On that basis we ordered more, in May. Now September, they have our money, we have no screens and there has been no response to email enquiries, not even an acknowledgement. Can't get through on phone, their chat bot is useless. Next step a formal letter and raise with Trading Standards, although given the many similar reviews both here and on other review sites I am not hopeful. I'd give them several negative stars, not one star (but needed to indicate one star to be able to post this review). Disappointed and frustrated by Screenwithenvy. Suggest avoid at all costs. Their behaviour is most unprofessional.”
“0 stars if possible
as like many other I ordred and paid for my screens and have not had any delivery
Tufnells have not recieved the parcel - and it is impossible to get throught to them either on the chat, email or phone - will be taking this further”
“Absolute horrific customer service, ordered something 2 months ago for next day delivery and DID NOT ARRIVE. Have asked for refund multiple times and no RESPONSE AT ALL.
Ended up ordering with luxuryscreens.co.uk and everything was delivered perfectly and on time”
“Screens arrived damaged but not by the couriers. They had obviously been stored in damp conditions for some time as the cardboard was mouldy and it had seeped through to the product. Email sent straight away with robot response. Multiple emails sent robot responses. Phone cuts you off after 30 minutes and asks for details to contact you back. No contact back. Made dispute with PayPal and company said to return ( robot response) but at my expense, not prepared to do this as not my
fault and would cost a lot as large items. Company doesn’t care about customer service at all. I would never recommend this company to anyone, once they have your money you won’t hear from them again.”
“Promises promises nothing but promises. I experienced very bad customer service in the Spring but at least I finally got some screens. Ordered posts 3 weeks ago because of changed construction plans. I live in Spain and there is now a Spanish website so I presumed the company had got themselves together. How wrong was that assumption! No sign of delivery just empty words. I’m furious. See that many others feel the same - they remove all negative comments from their fb page! I would advise not using this company until they sort themselves out and I hope they do.”
“Ordered screens in March, they arrived, very happy. Ordered some more but didn’t need them so sent them back. Am now waiting on a refund, this is now over 8 weeks. Problem has been that there appears to be no customer service. They just send holding emails and promise refunds but they never materialise. Live chat goes radio silent after initial inquiry. I have phoned 5 times now and been on hold for 39/40 mins then it cuts off and asks for contact details, noone ever gets back to you, they have basically taken my money and I have no goods for it and no sign of being able to speak to an actual human! Such an aggressive advertising campaign but no after sales service. I would not order from this company again.”
“I wouldn't leave any stars!
I purchased 1 screen over a month a go and was initially really pleased with the service.
I have since ordered 2 more screens from them on 22nd August and they were delivered on 27th August!
Both delivery boxes were damaged, the first one had several holes on the box exposing the screen inside, when I took the screen out of the packaging there were 2 distinctive breaks in the screen with a chunk missing, as well as other scuffs and dents.
The 2nd box was moldy all over the front and back, took the screen out of the box and again that was damaged on a corner dented and broken and also covered in some brown stain!
I emailed the complaint straight away to Screen with Envy and provided photographic evidence, other than an email saying the problem is being worked on straight away iv heard nothing, I have contacted them on every social media platform and rung the office numerous time, I have not yet been able to speak to 1 person!
Such a waste of money please do not use this company they send out damaged goods and do nothing to rectify the problems, they always state someone is dealing with the problem or they respond immediately on the chat page, they don't! They tell you via automated message there is a delay by 9 mins but keep you sitting on the phone for over 25 mins!
Total scam artists and definitely not a small run family business! If they are they need to sort out their numerous issues with packaging and they need courses in customer care and satisfactory outcomes! Instead of beggin emails after purchases saying they are being slandered for bad services and would I be prepared to leave a positive review!
Hahaha haha JOKE!
SORT YOURSELVES OUT!
next stop ombudsman and trading standards!
Scam scam scam!”
“0 STARS - DO NOT ORDER FROM THIS COMPANY - Promise much deliver zero! Absolutely shocking company. Initial contact went well; a very helpful lady called Millie answered my queries on some of the products. She opened an invoice for me and I went back later and placed the order. Immediately received a tracking number with Tuffnells Couriers - Great! Or so I thought.
Tried to chase up order, when I heard nothing, without success. Came back from a weeks holiday and still no advice on when I might expect delivery. Contacted Tuffnells who batted the ball back to Screen with Envy. Been trying now for days to even get through on the phone as emails were only producing automated replies and no information. Thought I would try a different approach and go back through the ordering telephone number. Poor Millie - seems to be the only person who works for the company. She assured me the company “can meet their orders” and my items were despatched the day after ordering 11/8. She tried to transfer me to Customer Services (who apparently work from a different site) but there was only one person working the Bank Holiday. Needless to say, no one picked up after 8 minutes (call waiting time advised as 3!) So, I called Millie again and this time I waited 10 minutes before hanging up (call wait time advised 3 mins). Grrrrrr!!!! 😡”
“Do not order from this company!!! They take your money and don’t send out the items. Iv had emails saying the screens have been dispatched now to two different couriers with tracking numbers to discover they were never even sent to them. They don’t reply to emails or answer the phone and delete any comments from their Facebook page.”
“Would give 0 Stars if that was an option .. Terrible company 0 customer services.. Still waiting for my goods from 24th July which they say have been delivered & HAVE NOT. Will not answer email requests or answer the phone either. Only a small order compared to some people but still £112.50 taken of my money & only a £7.50 vase delivered. Do Not order from this company it is a SCAM”
“This was my third order with them other 2 fine. Was given a delivery date with Tuffnells who have blatantly lied and said they had delivered when they had not. Had to take it up with Screen with Envy and have encountered all the non communication problems like everyone else. A company should not be allowed to get away with this and am seriously thinking of writing to Matt Alright who names and shames disgusting service of companies on The One Show on a regular basis.
Would anyone be prepared to join in with me to put our case forward and hopefully deter other people using them which will hit their pockets.”
“DON'T buy from Screen With Envy, they delay refunding you
I'm really disappointed and annoyed with Screen With Envy. I purchased and paid for some steel fencing which after speaking to someone, it's not of any use to me due to the big slope I'm on. I've been chasing a refund for 3 weeks now, THIS IS NOT GOOD ENOUGH!!
I also have another order outstanding which I'm on the verge of cancelling, I'm going to be reporting them to the Consumer Ombudsman and its funny how whenever I call to get an update, an agent is NEVER available.
I would advise anyone who is looking to purchase off them, not to bother because they don't keep to their promises in regards to delivery and they're very slow refunding your money”
“Nice product but we have a colour issue, the first two trellis screens were the lovely pale grey we were expecting, we ordered another two which were a much darker grey and flagged up the issue. Then we ordered another four and we received four dark grey again. No response to email other than generic ones like check goods when received.. it is frustrating when no one gets back to you. We haven’t come across this sort of poor customer service before, they seem uncontactable. I see all the negative reviews and it is rather shocking..”
