“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.
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.
“The most awful company I’ve ever been in contact with after we placed the order for our door we waited almost a week for an email to tell us that we couldn’t have the additional keys that we had ordered with the handle we had picked. Never heard such rubbish in my life as the cylinder can be added to any handle and the company we have had the door from laughed when we told them this excuse. We called and spoke to the lady to try and deal with this then received an email to which we responded to but never heard back in the end we cancelled the order and had a refund but were told that a manager would call us. That never happened I did however complain and received an email very quickly from Rob Horton who told me that my original order could be completed with the additional keys and that he never rang me as I had already order a door elsewhere. Love to know who told him that as they still had my money so couldn’t afford to buy another one. Watch out for this company there terms and conditions state they won’t take your money until they dispatch your goods but they take it before they even place your order and when you ask about this even with Mr Horton they won’t give you a response. Not interested in customer satisfaction just want your money worst experience I’ve ever had.”
English