“We paid a £250 deposit, then customer service would only progress order if speaking to our builder first or they wanted us to take full responsibility by putting in writing that we are happy to progress without discussion with builder, our builder would of course not take any responsibility for a new wave product or installation which had nothing to do with him. We then cancelled the order and requested our deposit back as we had done nothing wrong, Clare Warren (operations manager) would originally only deal with us by phone, I requested email communication only as she was changing her story. Clare refused to refund deposit and stated they should be charging us more, Zoe (original contact at new wave) agreed in an email that we should receive the refund but Clare still wouldn’t provide refund. It’s a shame we couldn’t deal with Zoe once order was placed as she was excellent, Clare treated us like liars and changed her story to support keeping our £250. My advice would be not to use this company because of Clare and how customer service deal with you which is totally confusing and they take no responsibility!”
“Sent the below to NWD in January 2022 and still no response !
This was sent in response to asking for help filling out the form for the aperture sizes. In hindsight I should have been Suspicious of a company who expects you to measure up. I am converting a property and all other companies who have fitted doors and windows took the time to visit the site and complete measurements- not expect me to do it!
The email I sent :
“Not sure who to contact as no email for customer services.
I have spoken to James DS re the form required. He was really short with me and when I asked for help with the form, it was clear from his tone that I was putting him out. He referred me to another form which explained, however I said I probably would not understand. He did help with a few bits but told me to speak to my builder!
Unacceptable really considering I was spending £12500. And you don’t even come out to survey .
So I’ve decided not to use New Wave and would respectfully request you refund the £250 deposit I have paid”.
Never heard another thing. After chasing , Zoe from sales team she said it had been sent to accounts but I’ve never heard back!
I wouldn’t recommend new wave doors- their sales team are great - of course they would be but after sales - awful.”
“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”
“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.”
“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!”
“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”
“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!!!!!!”
“If I could I would give them no stars. They take 100% of your money up front and don’t deliver. We have been waiting months for them to just put trim inside and outside and now they just ignore all calls, voicemails and emails. They are a joke of a company. No customer service, zero communication, and they just don’t care. I wouldn’t go near them again.”
