“Overall not particularly impressed. Website said I could have the window smaller than I was actually allowed to have. So was immediately contacted after purchasing to ask if I could change to a different style. Fortunately, this was for a garden room so I was just able to increase the size of the window chosen. - customer would have been very annoyed had they received a completely different style to what was agreed/Paid for. Furthermore, it took over a week longer to arrive than I was told it would take over the phone and worst of all I selected trickle vents but what I got sent had no trickle vents!”
“We wanted just one window to match the others in our house. The local company were busy with much bigger jobs and slow to respond. Then we discovered I could do the job ourselves. Windows Plus Doors supplied everything we needed in the fitting kit. The window is fitted and has been admired by our neighbours.”
“Really happy with the service, window arrived exactly as advised and was delivered by a member of Hortons staff in a Hortons van, he was very polite and helpful and the window looks to be very good quality, still working on fitting it due to old house issues but cant wait to get it in, definitely will use Hortons again”
“Great product. Delivered within order period. Very good system for confirming sizes. Also customer service were very helpful as we made an error on internal finish which they spotted and contacted us to correct it.”
“Window is good however the central glass panel has cracked. Called up and asked for a replacement. Was told it was my fault and had to pay for a new one.
It was fitted fine and 24-48 hours later it cracked. If it was damaged on assembly it would have cracked straight away.
Clear defect in the window or something expanded that shouldn’t have to cause the crack.
Still waiting for quote for replacement glass which has taken over 2 days now, probably forgot to send it.
Not happy at all I won’t be using these again.”
Hi Lee,
Thanks for leaving a review and sharing your experience. We're sorry to hear you're unhappy. We have taken a look into the issue you've raised to get a full understanding of the situation for you.
We understand how frustrating it can be when a glass unit cracks, especially so soon after installation. As discussed, we asked how the unit was fitted and it was confirmed that it was not placed on glass packers. This is a crucial step in ensuring proper support and avoiding stress on the glass. We provide this information via QR codes on the units and on our website to help customers with safe installation.
Due to the bespoke nature of our products, we do ask customers to inspect their order upon delivery and report any issues within 24 hours. If the unit had arrived damaged, we would of course have replaced it free of charge. However, in this case, the crack appeared after fitting and outside the inspection window.
That said, we did offer a replacement glass unit at a reduced cost as a goodwill gesture and were waiting on your response. We have followed up again to see how we can help further.
We always aim to offer fair and helpful service, and we're sorry this experience has left you disappointed. If you'd like to discuss this further, we’re happy to talk directly and try to find a resolution.
“Technically incompetent, ignorant and if you dare to ask mildly technical questions they’ll badmouth you to their suppliers. Due to the aforementioned incompetence, they’ll even share evidence of such!”
Hi Alex,
Thanks for taking the time to make us aware of your experience.
We're sorry to hear about your experience and regret that our internal communication fell short of the professionalism we hold ourselves to. Your concerns are completely valid, and we have taken steps to improve communication moving forward and reminded our team of the importance of maintaining a respectful tone at all times.
We did attempt to make amends with a goodwill gesture in recognition of the situation, which we understand you have chosen not to accept. We respect your decision and are sorry that we could not restore your confidence in us. Our Sales Director has also spoken to you personally to apologise and ensure that all of your queries were answered. Your feedback has been taken seriously and used as an opportunity for internal review and improvement. We remain committed to providing courteous, knowledgeable service to all customers and regret that we didn’t meet that standard for you.
Whilst we understand not wishing to proceed with your order, we wish you the best of luck with your project and do hope that you will consider us again in the future, where we're certain you will have an improved experience.
If there is anything else we can help with, please don't hesitate to contact us.
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