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Reviews (1)

Yale door

YALE DOOR: My experience - bad customer service, inefficient and unreliable.

I placed an order on 02/12/12 and Yale doors wasted no time in taking the £95 deposit out of my account immediately. The company promise within an hour you will receive a call to arrange a date for the survey. I never received an email confirming the order or a call arranging a date for the survey. I waited 4 days, called them everyday and left my details with the lady who took the call. On day 4 I got the email confirming the order but still no date confirming the survey. I then had to wait another week before I got the phone call from the engineer (slowly getting the impression I'm being messed around).

13/12/12 - On the day the engineer was meant to come, I waited at home for the whole day (as they couldn't give me a time they would visit)... what a waste of my day as, he was a Now Show.

Almost 3 weeks of endless phone calls to Yale, to chase something so simple as an order confirmation and arrange a survey, only proved to me how incompetent the company are. So, I called them to cancel the order (based on the worry that if this was the level of service they offer pre-sale, I'd hate to see what their after sale service is), I spoke to a lady who was very apologetic and understood my frustration, she explained I would have my deposit returned within 2 working days.

Another 4 weeks later, still no refund! I called Yale to chase (yet again) and was told I should put all my concerns in an email and that the cancellation also needs to be emailed. This was never requested from me when 1st called to cancel the order (incompetence). Furthermore, the lady told me that there were no notes put on the system regarding my calls. So basically the dozen phone calls I had made were a complete waste of time and all the staff I had spoken too weren't even taking any action. I also sent a very long and detailed email. as requested, but no reply or acknowledgement (no surprise there). Again very disheartening, considering how much time I had already spent trying to sort this out.

11/01/13 - So now it's almost 6 weeks since I cancelled my order and requested a refund... still nothing!? I've made yet another call to chase. I also assume that there is still no comments on my file, as I had to go the whole story again before the sales manager understood my frustration.

Take my advice and shop else where... Its a lot of money to spend, you want to be in safe hands. I wish I had read the reviews on other forums before getting involved with Yale Doors.

Update 23/01/13 - Finally, 6 weeks after canceling the order I have received the refund.

John Alborough found this review useful

N.M´s profile

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Female, 1978
United Kingdom