“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.
Thanks for your kind review, Timothy. Great to hear that you are happy with the service and delivery times. We look forward to working with you again in the future, should you need any further new windows or doors.
Thank you for your review, Mark! We're thrilled to hear that the window met your expectations. If you need anything else in the future, don’t hesitate to reach out.
“Brilliant window and sliding doors, good quality frames, made to measure accurately.
Glazed units un scratched and protected. Delivered within the three week time frame.
Friendly customer services relating accurate information and regular updates on construction and the delivery process. Definitely use going forward. Price was the lowest I could find from multiple companies with the same product specifications.”
Thank you so much for your fantastic review, Christopher! We're delighted to hear that you're pleased with the quality of our windows and sliding doors, as well as the service you received. It's our goal to provide accurate information and timely updates, so we're glad that resonated with you. We appreciate your business and look forward to serving you again in the future!
Thank you for your thoughtful review, Gregory! We appreciate your feedback regarding the quality and pricing as well as your positive comments about our online window and door design tool, and communication.
We understand that waiting can be challenging, and we’re always working to improve our turnaround times. We will pass this feedback to the team.
Hi there,
Thanks for taking the time to leave a review and let us know of your experience.
We're sorry to hear you're unhappy with your experience. We always aim to provide clear and thorough product information, including detailed measuring and fitting guides on our website, and we’re disappointed to hear that you found this insufficient. Our team are also always on-hand via chat, phone, or email, to answer any questions before or after ordering.
In your particular case, we understand that the incorrect window was ordered. We did everything we could to help, including offering a heavily discounted remake as a goodwill gesture – which you accepted. We hope that this helped improve the experience for you, but if you do have any further concerns, please reach out to us.
We strive to support our customers at every stage and are always looking for ways to improve. If there's anything further we can do or if you have suggestions on how we could make our website even clearer, we’d be glad to hear from you directly.
Thank you for your fantastic review. We're delighted to hear that your delivery arrived on time. We always aim to provide a smooth experience for our customers. Great to see the picture too!
“Windows delivered on time 8.15am nice and early good helpful driver windows good quality value for money working ok, plus free installation pack spacers concrete screws sealant excellent.”
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