“We are very happy with our New Wave Doors. Ordering, fitting and small repairs have all been completed. Fitters very pleasant, friendly and tidy.
There were delays on both sides due to us not being ready and the factory coming out of Covid-19 restrictions. Fitting did not take very long at all.
Everyone who has seen the doors really likes the design and the fact you don't have to open the whole thing all the time.
Very pleased - if we were ever to do another extension!!!, we would certainly use New Wave again”
Dear Morag
Thank you for taking the time to leave us such an amazing review. I'm so glad the team were able to deliver great service, it's great to hear that other people are noticing the advantages our system brings, even if they do get a bit jealous 😉.
Have A Great Christmas!
Best Wishes
Customer Service Team
“Excellent product with great follow-up after service.
We had 7m of slide & swing doors installed, with integrated blinds. The team (Billy & Jarvis) who came to perform the install were fantastic, and took time to explain how everything worked, as well as how to maintain and look after the doors. They also left our house in an immaculate state.
We've also had a great experience with Claire in customer services, who has responded quickly and professionally to any follow-ups we've needed.
I see a number of negative reviews on New Wave linked to customer services, however anytime we have dealt with Claire, we cannot recommend them highly enough.
We are so happy with the product, and highly recommend New Wave!”
Dear James
Thanks for taking the time out of your busy schedule to leave us this review. I am so happy that you speak highly of the team as a whole, from Billy & Jarvis (our newest fitting team) to Claire in after-sales. It brings me great satisfaction knowing all of our members of staff are doing their bit to ever improve our customers' journey and experience. Thanks again and I wish you an amazing rest of the year with the doors!
Best Wishes
Customer Service Team
“Ordered a set of bi-folding doors for my new extension in April this year. I was told delivery and installation would be 8-12 weeks but this did not take place till 6 months later!!
On the day of the installation they arrived with a section which had shattered glass, but had to fit it regardless and promised to replace later.
It gets worse, upon expressing to the fitter my concerns of the substandard fit, I was simply fobbed off saying there was nothing wrong with the fitting.
21 days and 3 hours later; one of the doors simply fell off the hinges. Whilst not in use. To add insult to injury I called 'New Wave' who told me the door was probably opened too fast and to speak to my home insurance company. They would only come out to look at the door if they were paid to do so. A very disgruntled and unhappy 'Kev' then said it could be because of the wind and they are not responsible. In line with their other negative reviews, it seems to be company policy to extort customers out of more money to even look at a job not well done!
I have formally written to the company expecting an appropriate resolution, but judging by their mannerism on the phone I am not holding my breath for any reasonable outcome from them. My next step will be civil proceedings against the company. I will update this review as time elapses so you can see first hand my experience of this company going forward also. 30.11.2021”
Dear Julie
That's amazing to hear, I will be sure to pass on your compliments to the fitters. I'm so glad you are enjoying your doors and you know where we are if you ever need anything at all.
Kindest Regards
Customer Service Team
“Wishing, I had seen this thread before ordering our new wave doors , similar to the others our doors are not working correctly and are now posing a safety and security risk. We have tried contacting them and they are now not responding either!”
“DO NOT USE THIS COMPANY !!
Their after sales service is non existent.
We made a claim under warranty and we were told that we would have to pay an upfront cost of £238 !!
We reluctant paid this and now they're refusing to respond to many email requests regarding a visit to rectify the faults. They do not answer incoming telephone calls.
I have now commenced a claim through the Small Claims Court to recover my fee.
'PLEASE' DO NOT USE THEM.”
Dear John
I am sorry you feel this way about your experience with us, there is no doubt that the booking of your service visit was overlooked, and we apologise. This was during a period of training new staff to strengthen our Customer Service and Installation Team whilst implementing a new company-wide operating system to manage the huge increase in demand for our products. I am happy that we have now been in touch and arranged a site visit for you, and once again I apologise on behalf of everyone here at the New Wave.
Best Wishes
Customer Service Team
“Beware of this company. I ordered and (after a long delay) had the doors fitted at the beginning of April. This period was during the second wave of Covid during the lockdown. During this time you could contact the company by telephone and email which I had to on numerous occasions.
The doors have developed a fault after 4 months. When you try to contact the company now by telephone you are unable to and you get an automated response by email.
The company have not responded to my request to come and fix the fault. I have absolutely no way of getting them to respond to me.”
“Avoid New Wave Doors- We ordered our doors in May 21 with a promise of a 6 to 8 week lead time. We've been given 4 installation dates, all of which were cancelled last minute. Its Now October 21 and still no sign of the doors we ordered so we have cancelled our order and requested a refund. They have had 50% of our money but will not respond to our emails or calls. Their phones are put to answerphone so you cannot speak with anybody. Having read their reviews this is not unusual. I am going to Trading Standards and am going through Court to reclaim our money. I Am so disappointed with Zoe and Clare and their bad customer service. There is a common theme here .... don't use this company they are appalling.”
“We needed to replace our bi-fold doors as they were growing old and tired. We came across this amazing system from New Wave Doors at a home improvements show and they really are so much better than bi-folds. We love how versatile they are and the customer service was wonderful, installation was completed on time and the quality is first class”
Dear Julian
Thank you for sharing your feedback with us. It sounds like New Wave Doors were the perfect choice for your project, most of our customers really start to appreciate the benefits our system has over bi-folds once the doors have been installed and I am glad you are no exception. I will make sure I pass on your compliments to the rest of the New Wave Team along with a cup of coffee, as it sounds like they have earned it.
Kindest Regards
Customer Service
“Amazing product, we are so happy with our New Wave doors; they are the highlight of our extension! A massive thank you to the whole team at New Wave in Bristol they really went above and beyond and for that I cannot recommend them highly enough.”
Dear Molly
Thanks for the great review! I am so glad your are enjoying your doors, the fact they are the highlight of your extension made me smile because you are not first customer to have said this, and i'm sure you won't be the last. I will be sure pass your kind words onto the team in Bristol, along with a bacon sandwich as a reward for going above and beyond in your case.
Kind Regards
Customer Service
“We are so glad we went with New Wave! The whole team have been so helpful and patient. Our doors are now installed and they look fabulous, we dealt with Zoe in the sales department who helped us decide on colour and spec, we then dealt with Claire in installations who has been so helpful speaking to our builder and arranging installation. I cannot recommend New Wave enough. Thanks Guys!”
Dear Millie
Thank you for taking the time out of your busy schedule to give us your feedback. It's great to read that the whole team played their part in making this an amazing experience for you, they will be delighted when I pass on your kind words. I am so glad you're enjoying your New Wave Doors, they really are amazing aren't they?
Kind Regards
Customer Service Team
Dear Thomas
Thanks for leaving us such a great review. It's great to hear your enjoying the doors and that you were happy with the service we provided, i'll be sure to pass your compliments onto the fitters.
Kind Regards
Customer Service Team
“I purchased 2 three panel bifold doors in Aug 2018 and they were installed in Oct 2018. I have had no end of problems with installation and after sales service since I bought these doors. You have to pay the whole purchase price (only by BACS) before they would install it and when you have a problem you spend your time on the phone trying to get to speak to someone. After installation, if you have a problem with the doors (even though it's under warranty) you have to pay £199 plus vat (they say it's a call out charge) before they will come to fix it. They will try everything to make sure that the problem is not under warranty so that they don't need to refund the call out charge. I rang them to say that the track under one of the 3 panel doors was broken. They said that as it's the track tape it won't be under guarantee as it's wear & tear and wanted me to purchase a track tape for £45 plus vat & fit it myself. I said it's under 3yrs old and according to consumer law a product has to be fit for purpose, so it's covered by warranty and paid the fee. The fitters came to fix it and told me that "Bottom Hinge block had no locking screws in it so the block had slipped back causing door to not open and damage bottom track tape". Luckily I took a photo of the report. They refused to refund my money "technical" has "advised that the problem with the track tape was down to general wear and tear and would not be covered under warranty". I have reported them to trading standards and will be taking them to the small claims court to get my money back. If everyone who has had a bad experience with them ring national citizens advice line, they will report them to trading standards (they will be forced to investigate) and help you to get compensation and/or your money back.”
“Terrible company, we ordered & paid a 50% deposit on our doors over 15 weeks ago, new wave doors are refusing to give us a fitting date as they are saying they’re waiting for a delivery on steel! We ordered them in March to be fitted in June, surely they should of been made ages ago! I have left comments on their Facebook page which have been deleted and I have now been blocked from their Facebook page. They are refusing to refund our money and they are refusing to give us a date that we will receive our doors. They have breached their contract which states the doors will be made within a 7-8 week lead time from when they receive our order. Their customer service is appalling - they never reply to emails and when they do they don’t ever answer the questions that have been asked, please research this company before ordering, they have many negative reviews, most of the positive reviews seem to say the same thing which makes me wonder how genuine the positive reviews are! Since leaving my factual reviews on other forums I’ve had many people contact me saying the same thing has happened to them with this company. We haven’t even received our doors yet, and the customer service has been terrible I dread to think if we do receive the doors and we have any problems with them what it would be like!”
“New wave windows, our new doors were fitted with great care, quick and easy to install they fitted like a glove. Can’t wait for summer next year to get full use bringing indoor living outside. Would definitely recommend.”
Dear Helen
We really appreciate you sharing your feedback with us and the community, I'm so glad everything is to your liking. Summer this year will indeed be amazing because it is in the U.K summer weather where our doors really come into a league of their own, so I am excited for you! Have a great summer!
Best Wishes
Customer Service Team
“Had doors fitted back in Oct 2020 and now having problems with the doors.
I have been in touch with them by email ( the only way they MIGHT reply as they are still blaming Covid for the lack of staff to deal with customers ) and have had 1 reply to fill a form in, which has been done and sent back ( nearly a week now) and they have still not come back to me to rectify/book in a visit for the faulty doors .
You cannot get threw to them by phone as the lines are not manned.
When the initial order was placed it was in the midst of the pandemic and was probably the worst time to place a order but they did at that point make sure that the order went threw ok so as to not lose a sale but now they are taking forever to answer back.
This is very bad customer service for a client who has paid good money to have a product with a 10 year warranty and peace of mind and is now having to chase them up on a daily basis ( by email ) and get no reply , not even a courteous "sorry we are busy and will get back to you as soon as we can".
Very unsatisfied”
“Lovely windows which will be so easy to operate as we become older (lol)
Fitting was fast and efficient and looks great… been in 2weeks so not able to discuss longevity… but so far so good… thanks guys.
Delivery delayed by Covid and glass supplies but that’s not New Wave’s fault .”
“Poor communication over ordering system led to a month of waiting for nothing to happen! New kitchen being installed imminently and rang to enquire on progress of New Wave Doors to be told you haven’t filled in the form! Deposit non-refundable and cannot risk waiting for something to happen so lost £250 through Zoe and Claire’s lack of clarity and gone elsewhere - doors coming in 2 weeks now!”
“AVOID THIS COMPANY! The doors are lovely... the after sales care is NON EXISTENT and their guarantee is worthless. We have been trying to get New Wave Doors to come back and fix our doors for over a year. They sent us a guarantee, but won't honour it. We have had problems with our opening door since January 2020, 4 days after installation. New Wave will not respond to our emails or a letter which we sent, although they claim they have replied to all correspondence. They are stating that the problems are caused by wind damage, even though they have not inspected it. We have never let the door blow in the wind AND had an independent door fitter inspect the door, who advised us that it was badly fitted, and not due to wind damage. This has resulted in the top and bottom of the door buckling, it lets in a draft, is difficult to open and has damaged the anthracite frame. We have written numerous emails, sent photos and posted a signed-for letter to their Bristol address, but they just ignore us. They wrote one email to us stating that they will fix it if we pay! So much for the 10 year guarantee! We have reported New Wave to Trading Standards and if we don't get a successful resolution via that route, will be forced into legal action.
OUR RECOMMENDATION WOULD BE TO AVOID THIS COMPANY”
“Worst company I have ever dealt with. They insist you pay 100% upfront and won't allow their installers to come to your property until they have the money in the back (won't let you use cards because then you are protected) and they have not finished the job 6 MONTHS LATER!!!! We are still waiting for the finishing trims to be installed and for them to be power coated. They are a joke. They are blaming COVID for not having anyone to answer the phones so you can't speak to anyone and they ignore all emails. I will be taking them to court to get my money back for a job that is not worth what they charge. DO NOT USE THIS COMPANY!!!!!!”
