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Reviews 360
jason taylor
Jan 15,2020BEWARE... WORST COMPANY AND EXPERIANCE EVER. THEY TAKE YOUR MONEY AND 6 MONTHS LATER YOU NEVER RECEIVE YOUR PRODUCTS. This business and people that work for it are clearly and completely inept and void of any responsibility, trust, honesty or compassion. They pass the blame and buck from one another if they haven’t left as many do. They give you the wrong emails to send to and come out with many many lies as to why they can’t come to the phone or deal with your problems while you wait. In a meeting, on holiday, out is the office, that n another call, person had left, off for bereavement and don’t know when they will be back and so on and so on. They never return your emails or calls and then come up with excuses as to why they haven’t seen them. They promise to deal with the issues and then fail to deal with any of them. One even told me you will find the company directors phone number on trust pilot, which I didn’t, although I did find so many poor reviews slating everything about this company. I paid two deposit sums over for 3 balconies. My original order was back in Aug 2019 and it’s now the middle of Jan 2020. They took my money and promised a 5-6 week turnaround. Since they took my money they have never given me a fitting date although I have rung and emailed on many occasions. Excuse after excuse and till finally I took some advice and demanded my money back having given a deadline for a fitting date and had still not had one. Although I eventually had an email promising me my money back after several weeks of chasing again I’ve still not had it. Today I was told the owner had to give it back even though I’d been through accounts and customer services to do so. Apparently he’s off or missing without action. Give me my money back you thieving crooks as I’m going to creat a forum and go into every social media platform to tell my story and have another place for people to tell everyone what dishonest lowlife criminals you are. I’ve already contacted my MasterCard and have spoken to trading standards. I’ll be sending my experiance to watch dog and rogue traders too and obviously informing the ombudsman. WARNING!!! NEVER USE THIS COMPANY AS THEY WILL STEAL YOUR MONEY AND YOU WONT HAVE ANYTHING TO SHOW FOR IT
Michal Simpson
Jan 15,2020great product!!! So I’m not one to look to put a review on about a company but my journey with shs was great at the start. At sales I was told 3-4 weeks until manufacturing was complete and I should hear from dispatch to arrange delivery I thought that’s great I can it before Christmas so I placed my order 3 weeks 4 weeks 5 weeks past and I still hadn’t received my drawing from there cad technician. After reading the reviews on here I started to get worried so I rang and rang and couldn’t get through to customer service until someone finally picked up I think was Hannah nice lady. Hannah put me through to a manager called Dave who works in production and found my job and gave me a realistic timeframe of another week because he was waiting for it to come back from being toughened and true to his word I have my balustrade which I have now had fitted and looks great so thank you Dave for sorting everything out!! I would of given 5 stars but it had taken so long for my drawings and I had to chase at times
deborahhomans
Jan 14,2020DONT BUY FROM SHS I did was supposed to be fitted in august last year, was supposed to be a 2 day job, finally finished Dec, nothing but stress for months, thought it was a scam at times, save yourself the stress and go somewhere else
Bart
Jan 10,2020How can I get my money back?
Stuart Burgess
Jan 09,2020Update: Further to my review below I can advise that my Balustrade kit has now been delivered by The new Company that has replaced SHS. I would particularly like to thank Jo Seabrooke in Customer Relations at SHS for pursuing this matter for me and ensuring that it was delivered. It has been very much appreciated. Until my contractors have installed the system I am not in a position to comment on its finished quality but I can say that the components look to be of quality material and finish. We ordered and paid in full (£5K+) with a delivery date of mid December. Have heard nothing and now no one answers phone or emails and direct phone numbers ring twice then cut out. This is looking increasingly like a scam. Unless we have had a response to emails/telephone calls within 24 hours we will be notifying authorities.
Jessica Shenton
Jan 06,2020Appalling experience. Paid a deposit over 6 months ago and we are still waiting for the job to be done. We've had every excuse going, bad back, person ill, lost the measurements, parts didn't arrive, no one in customer services, managing director does not have a mobile number. I could go on and on. They will always promise to investigate further and then never call back. Go elsewhere. This is amateur hour!
Nalini Manivannan
Dec 30,2019The biggest mistake that I made was not looking at previous customer feedback! I placed an order for a glass balustrade for my balcony in September 2019. A sale representative called Adam Pownall who spoke nicely, took the deposit and promised it would be manufactured in 3-4 weeks. I waited for a month, still not even the survey was done . I had to chase them for the survey, which was done and then they went very quiet again for another 4 weeks. I left numerous messages and sent emails to Adam Pownall who decided not to respond, as he had already taken my money. Very unprofessional! As I could not make any progress with these guys, I decided to cancel the order which they agreed . However, they were very reluctant to refund the money. The customer services kept telling me the same message over and over for a month, stating that my refund request has been transferred to their managing director. They would not let me to speak to the managing director or would not tell me how long it might take. I had to call them nearly every day, still making no progress . As a desperate measure, I had to involve Trading Standards and followed their advice. Immediately, I received the full refund! I do not want anyone to go through this dreadful experience.
Caroline Harvie
Dec 20,2019After several months of waiting and a lack of honesty on the part of SHS, my system was finally delivered last week! My builder is starting the installation today. The new SHS management have been as good as their word and I wish them well.
Laura Mace
Dec 11,2019I ordered a frameless glass balustrade for our top room in March 2019. We received the quote in a couple of days and paid the deposit. Since then everything has gone wrong - it took a long time to receive the drawings, we had a first attempt of installing the balustrade at the end of October and the fitters left our property without finishing the work and without giving us any indication of when they would be back. The glass height is for outdoors rather than indoors, the aluminium base was damaged and the proposed solution for a handrail on the stairs did not work and the handrail could not be installed. Since then we have had weekly and recently daily calls and emails but no action has been taken. We are unable to use the room as it is unsafe and I am really worried the work will ever be completed. Today we sent SHS a request form to cancel the contract and requested a refund; next step will be to take the complaint to the Federation of Mster Builders. I am so disappointed and frustrated... a really bad experience.
Steve
Dec 08,2019First ordered the system form Dan who was a lovely friendly chap Waited a while for both the drawings and the finished product was told some parts were out of stock Customer Services were excellent and kept us updated and helped get the system delivered a bit later than we were expecting but we werent too concerned because of the updates Once the delivery was made we were more than happy We had to wait a while but it was definetly worth it as the finsished prodcut is of excellent quality
Lucy
Dec 05,2019Awful experience with this company. Please avoid at all costs. Take your money and you have to fight for delivery of your goods. We waited 5 months! If they try to tell you I'm a disgruntled ex employee - I'm not! Still waiting for Rob Gilbert to call me back to offer compensation. That's never going to happen as I've already been waiting 10 days!!!
Peter Maton
Nov 28,2019This is without doubt the worse compamny I have ever had the misfortune to do business with. I would not recommend this company to my worse enemy as my dealings with them to date have been less that professional. they dont return emails or calls once they have your deposit. I got so frustrated with them I tracked the CEO down of the company on Linkedin and had to message him to step in. We eventualy got our balustrade fixed but while doing it they scratched the glass on the brand new patio doors. They wont answer any emails concerning this and I have had to find someone else to polish the scratch outmyself. It would appear that once they have received your money you can whistle for your order let alone to any customer enquiry/service as to when it will be delivered and fixed. I was forced to put up a one star as it would not allow me to post this unless I gave a rating. Its just a shame you cant put a minuse rating up.
Ian Harding
Nov 19,2019We used SHS Balustrades for a balcony on our house extension. Excellent product, communication with the company was first class from start to finish, and the no nonsense installation was a dream when building projects can be so complex. Ver highly recommended.
Jason Wilder
Nov 18,2019Good Service, Good Product. Amy popped round to help work out what was needed and arranged for the manufacture and delivery. It all came on time and was easy to install. Jason Wilder Composite Garden Buildings Ltd
Stephen Fry
Nov 12,2019Great first experience followed by inept customer service. Promises of call backs and deliveries which were non existent. Really started to worry that I had been scammed. Eventually got a call from Joanne (WEEKS AFTER DELIVERY WAS DUE) who had apparently just started and had been brought in to sort out the mess the company was in. WOW!!! This was a different company, phone calls updating order, dedicated delivery date, call to make sure I had received order. Was missing to end caps (Joanne had them delivered the next day) If this had been the service from the start it would have been 5 stars. Great product, pity had to go through all this before I could say that. Make sure Joanne is still there before you buy from SHS.
Angie
Nov 06,2019Would actually rate this company 0 if I could. STAY AWAY FROM THIS COMPANY. This is the worst company I have ever dealt with. Made a order of £6,200. Claire the sales person was one of the rudest people I have come across in customer service. The sales team work on COMMISSION so I was sold I needed 20mm glass when actually I only needed 12mm. No communication, emails or phone call. Once they have your money you won’t hear from them again unless you devote 90% of your time chasing. Once I finally got my order, 4 weeks late, the bolts where all the wrong size. I had to send pictures & emails as nobody would believe me. The wrong bolts where picked up & re sent. ( 1 decent person in the company was called Dave) Still waiting for the CEO or directors email or contact number. This has been going on since July 2019.....
Geoffrey Brown
Nov 06,2019Ordered and paid for on the 8th October. Now 5th November and no contact or response to any of my emails. No delivery date. What a horrible Company to try to do business with.
Ivan Jones
Nov 02,2019This is the second order i have placed with SHS,my total spend was circa £6,000 .My first order back in 2017 was missing some vital parts for the glass gate on the balcony after a couple of phone calls these parts got sent out the next day ,i have to say the product is first class but like other people Customer service is questionable as delivery and communication on that order dragged on and on but eventually we got there. In early September i placed my second order to be told 3 weeks lead time,CAD drawing signed off and was given delivery date 19th September,that date came and went i phoned on 10th October to enqiure where was it ,told by Tara ( who has now left )"it was incomplete " when i asked what was missing it was a 6 mm tapp to thread the holes on the hand rails !!! apprx £2 for a local hardware store so my order worth £3,250 sat in the wharehouse i ask you . I was lucky enough to speak to a lady in Sales Jo Seabrook who was like a breath of fresh air soon got it sorted and delivered WELL DONE JO .To summarise great product shame about the infastructure
James K
Oct 06,2019We placed a large order for balustrade for our new patio in May so that our grandchildren would be safe from falling during the summer holidays.We accepted the quote the day it came and paid 50% deposit. We then waited two weeks for a surveyor to come and more than two weeks after that to see the plans which we signed off immediately with a couple of questions.Then nothing despite numerous calls, emails, promises that someone wiould call us back. One bright star, Nicki, joined SHS and has sought to help us but without much success. At last four weeks ago the product was delivered and the installers were due to arrive the same day.We waited until we were told there was a two day delay. This was followed by many more days waiting in for installations that did not happen.A subcontracor arrived after about ten dys, told us parts were missing and promised to return the next day. He did not. Subsequently two other contractors arrived, told us that parts were missing and left. Ten days ago a third contractor arrived, did a partial installation and left saying he would return the next day, He did not and we were told that parts were missing. Despite chasing, still no more parts and no-one returns my calls.On chiecking registered directors I see that only one director remains registered with Companies House. Two others resigned in 2018 and two more in 2019. Is there a managment issue. I am anxious that my work will not be completed before half term when we will have grandchildren again. Sadly I have no idea whether the product is good or not, but I can say that the customer service is very poor indeed. I would strongly advise people, based on my experience, not to place orders with this company until they are sure they have resolved their current problems.I am sorry to write this as I always want to be positive but I feel the need to alert others to my experience.
Unit E6/E7 West Point, Middlemore Lane West, Aldridge, Walsall, West Midlands, WS9 8BG, Walsall, GB
http://www.stainless-handrailsystems.co.uk/
Michael Cox
Jan 17,2020Excellent product and customer service. Particularly the fitter Matt and his team. Faultless services, very pleasant and polite and more importantly knew their product.Took time to answer any questions and the glass canopy looks amazing. Would highly recommend.