The doors are great, exactly what we have been looking for. The first order went perfectly, but the second didn't. One of the un-oiled doors had a defect in one panel (workshop, not transit) but was only obvious on removing the wrapping which of course as instructed we didn't do until ready to oil, which was a few days later. By then, though, arranging to get the door returned and replaced proved to be such a hassle, with not desperately helpful service on the phone, that it wasn't actually worth sending back and hoping we would get a replacement and the transport costs reimbursed. So we're left with a duff door and over £200 out of pocket - not great, guys! The replacement one and delivery arrangements were perfect though, hence just about 3 stars, but it could have been so much better.
To reply as a company, please log in to your business account.
Thank you very much for taking the time to leave us a review, we appreciate all feedback from our customers.
When our orders are delivered we recommend you examine the doors within 24 hours to check for any damage, (this is stated on the box when you received your order) then notify us within this time if there is a issue. After this time has elapsed you have 7 working days if you not happy with the product to return it to ourselves for inspection. Upon inspection if found to be a manufacturing issue then we can of course provide you with a refund for the product or a replacement door.
From looking at our records your order was placed on the 22nd April and was delivered 4 days later. You only notified us a further 6 days after delivery that there was damage. While we do our best to help out we feel it is unreasonable for us to provide cover against damage for such a period after delivery. If we had been notified sooner then we could almost certainly had a different conclusion.
We have recently changed our delivery company to improve our service and are pleased you are happy with the new service.
Please give us a call on: 01455 565565 if you would like to discuss this further.