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Reviews 360
Greenb
Mar 18,2020This has obviously been a tough period for the new owners. However, I have finally received and installed a beautiful glass balustrade to my garden decking. Ordered back in November 2019, my heart sank at the news of the companies demise and my order with it, I thought! I then received a letter informing me my order would be honoured by the new owners, and true to their word it has. Joanne Seabrook in Customer Services has been great, always taking my calls, keeping me informed, managing expectations, no BS. It has certainly been a nervous time waiting but well worth it. Thanks you all at SHS, onward and upwards.
Richard Cooke
Mar 13,2020After my earlier review I was also caught up in the SHS administration and assumed I would lose my deposit etc. Hats off to them all for honouring the order and finally getting the delivery. Product is good and has been installed and looks fine. Joanne, customer sales , took the honest approach and did a difficult job very well. So in the end , well done and thank you.
user4268929
Mar 12,2020Finally got my balustrades and glass. Obviously the company has been in mega trouble but I have to say that Jo in Customer Services has been great, keeping me informed and Gary has done a great job in getting the stuff to us. Considering the desperately awful situation the company has been in plus the utterly grim weather conditions, they have remained pleasant and approachable. Can’t wait till they are installed and we get some sun!!
Patsy Frankham
Mar 02,2020Success. Job done. The bigger picture is it looks fantastic. A big project. 41m long of glass and steel on a composite deck. Its taken 5 months from planning to fitting the balustrade. Shs have redeemed themselves. The boys Gavin and Ben have worked outside in the cold, wet and sleet for 4 days. Its been a 2year journey from landslide to deck build and safety rail and glass system. We lost 3 gardens to heavy rain and earthquake. We resolved the landslip, saved our houses, built a deck to replace lost ground and provided a safe edge. We lost gardens and woods but gained a view. Thanks to all who have helped us regain our safety.
matt dent
Feb 25,2020Purchased an elegance system three and a half years ago. SHS completed site survey and delivery. Posts are starting to fail already rusting at the welds between post and feet. With the collapse of the previous company, they have washed their hands of previous customers, are hiding behind this despite effectively being the same, trading from the same premises, same phone numbers, same order book etc. Now left to literally pick up the pieces. Avoid as they will be cutting even more corners working to even tighter margins. If you buy here you will end up disappointed and out of pocket. In response to SHS reply- When SHS came to site to survey prior to installation my location, 9.3 miles to the coast was never discussed. More over being .7 of a mile further from the coast a very small difference would have made no difference in my opinion and is complete flannel to disguise the poor quality product provided. It is not the posts that are rusting, it is the shoddy welds. There has been no offer of discounted replacement, just a quote on like for like basis, which give the experiences above obviously will not be taken up.
William K Byrne
Feb 24,2020Placed an order back in August for Balustrades and glass with stair rail. Paid first deposit in September after quote and drawing detailing had been completed. Paid second payment in December when it was explained to me that that was company policy. Things were a bit slow after that and then in January no delivery was made.Various excuses were offered ..parts missing or on order etc. Later in January a phone call came through from Joanne Seabrook to explain what had been going on with the company. Joanne outlined a plan to complete my order and sent a letter which confirmed what had been explained,,the new company were undertaking the supply of systems on the books..naturally one is concerned at this point and after what had gone before it was not an easy decision to trust and hope. I have received a delivery as promised by Joanne and her team it was packed well and delivered in good condition and early on Friday, The product is as described, a very good quality product with quality parts and glass. I will place further orders with this company based on the product and the recent contact with the company. I could not give five stars for the overall experience but I would for the service of recent contact.
Tarpon Rich'
Feb 18,2020Like others, I was caught up in SHS going into administration, with an order placed and paid for in early November 2019 then not fulfilled. Originally promised delivery in 1-2 weeks, I kept getting fobbed off with "we are waiting for parts" until they admitted the truth two weeks ago. BUT, after getting through to Joanne Seabrook, Customer Services Manager two weeks ago, who told me the truth about the situation and assured me that my order would be honoured by the new owners that has happened. My order has been delivered, Credit where credit is due. Joanne was honest and SHS under new ownership have eventually delivered
Les
Feb 13,2020I was one of those customers that placed an order on 3rd Jan 2020 and cancelled on 7th Jan 2020, was promised a refund which never came. We are now being told no cash deposits will be returned but orders will be fulfilled. This is no good to us as we had to go else where as phone calls and emails were not returned. Is there anyone who had pre orders with Stainless Handrail Systems Ltd and had their order completed by the new company as stated, or received their refunds back. some thing is not right with this take over so don't give up get in touch with the administrators who are Bdo Llp based in Birmingham. Just quote company number 05589521.
Jillopad
Feb 06,2020Your response it pointless. I’ve already been told by the new SHS management, or rather staff as the management did not contact me directly, that I have to pay again. I have chosen to get another company to fulfil the order at an additional cost of £880. I would rather give money to someone else than throw more money into SHS who, incidentally, want to supply me with new glass based in the drawings used for the glass that was provided but was the wrong size. How is that going to resolve my issue. Your attempt to rebuild the brand is futile. Wow! The worst experience ever. I ordered in April 2019 and the issues are still not resolved. Emails not replied to, phone calls not returned. Mistake after mistake and never an apology. Customer service are not contactable but funnily enough, no problem getting through to sales! This organisation has now stopped trading. Apparently bought out by another firm who will not take any responsibility for existing customers issues. The new management are seemingly no better. Luckily my credit card company are cover the cost of the errors. I spent nearly £4k with SHS and the project is still not finished. I am now getting a third party to finish the job at my banks expense. Please do take these reviews on board it just is not worth the hassle. So unprofessional both the old SHS and the new management
Big Al
Feb 05,2020Contacted this company in November 2019. Sales side is excellent, very helpful and friendly. Paid 50% deposit and awaited drawings for approval. SHS produced 6 sets of incorrect drawings, despite me correcting them and returning for CAD correcting. Finally gave up and cancelled my order on 14 Jan. Chased for refund multiple times, was told its with 'a director' then another director. Called again to be told the company was experiencing a power cut. Called again and the landline switched to a mobile number. Received an automated email advising the company had been taken over, but that my ordered would be honoured. I emailed back re stating I had already cancelled my order owing to having no faith in the company's ability to build the product correctly/. I was then contacted by Customer Service and told the only way to get my money back was via my credit card company.
Neil
Feb 01,2020Credit where credit is due at the point where I had started to lose all hope of every getting the product or indeed my money back I managed to get one of the new directors to answer his phone on a Sunday eve (I could hear his family in the background) which was very reassuring! From then on I was kept up to date by the wonderful Jo who always gave honest answers and even though my order was probably fairly small in comparison I never felt like it was any less of a priority. Its really honourable that the new owners of the biz saw the value of the existing customers / orders and made sure all products were delivered. It was a huge relief to get the call when delivery was ready and I’m pleased to say the instal went smoothly with everything being present and correct. In light of the way the company has turned things around and honoured all of the previous orders (which many new owners wouldn’t have) I’m delighted to change my below review to a positive and will definitely be back to use again. Many Thanks Neil It appears having read the below reviews I am now another statistic of this scam and not the only one with horror stories - I paid 50% up front the remaining 50% when drawings were produced all before Xmas - Ive spent most of January chasing my order and have been given various fob offs largely around “the company has been bought out so we are getting back on track and will honour all orders’! The latest the person I have been dealing with in customer services has now left the company new contact provided but phone number is dead!! I also received a letter from said new owners with phone number for a director but not surprised I haven’t had a call back. Yet your website is live and your still trading?? My order number is 87585 if anyone actually reads these and what’s to sort things out before we have to go down he legal road.
Paul Maxey
Jan 26,202040 years of working in the glass trade never have I come across a company as bad as this one. After taking full payment I was promised a delivery in a week, after endless phone calls and 6 weeks later I finally got my delivery. My advice to any one is to keep away from this company.
Surreybased
Jan 25,2020Having read the reviews, I appears I’m not on my own! Do not use this company. Paid a deposit in July. FINALLY after moths of chasing, got the balustrade installed at the end of October. I can come to terms with poor customer service and administration, if it’s all resolved in the end..... But, and here’s the really worrying part, I can’t accept safety issues. The balustrade was so poorly installed, not ONE of the wires was actually fitted to standard. Any pressure and the wires popped out! Any that didn’t pop out were visibly sagging. Each wire is supposed to bear the weight of 40kg, so in total should withhold 200kg. Thank goodness it was winter and the children/family/visitors weren’t on the patio that much. If someone had fallen against the balustrade it would not have held, they would have fallen straight through and could have been injured it or worse. The balustrade is due to be refitted by other installer from the company. I have raised a formal complaint, but have had no feedback yet. I understand that another company might have taken over SHS in recent days. Perhaps that will improve the customer service, but I can’t forgive them putting my children’s lives at risk and am pretty shocked that I haven’t had a phone call from the MD to apologise. Don’t use this company.
Spiros Santoni
Jan 24,2020A mediocre start with a great end - a sign of great effort to put things right. Clearly things have changed for the better in the company in the last few weeks with a refreshingly prompt and complete customer support to go with an otherwise good product. If they carry on on this track they will earn 5* rating in my next purchase.
Graham McLean
Jan 23,2020Update as of 6/2/20: The company has been taken over and the new owners are putting right the previous ills. Happy to say that our balustrade has now been delivered, as was promised. I do wish everyone at the company a happy and prosperous future. Note have repaid the money. Previous: Shocking experience. Paid in full months ago nothing ever delivered. Empty promises, inconsistent excuses, never returned calls. Tried to get the company to refund and accept we should part ways. Again nothing. Now taken it up with Barclaycard as this is how we paid the deposit. 50% refunded so far, expect the other 50% soon.
David Statman
Jan 23,2020True pirates of the balcony business. Hoods who take your deposit. Then tell you they're awaiting parts, lost the drawings, will call you back, will definitely be in touch tomorrow (& don't call back- ever): anything to put off actually installation. Clearly in dire financial straights (their financial director was sacked 2 months ago) so to be avoided.
Bobby
Jan 22,2020Excellent service throughout & would recommend using SHS for any balustrade requirements.
Gary Allen
Jan 21,2020just an update to let everyone know I had a reply to my compliant saying that will look into my issues and get back to me her we are 7 days latter and not one call or email that's customer services for you. Just to let you all know I have bought the correct items now from a different company. I will be invoicing SHS Balustrades and glass to recover my costs. will update you soon.
Darren Sutherland
Jan 20,2020Shambles of a company. Ordered and paid for a frameless balustrade and glass on the 18th October. I was told 3-4 week. I actually received the glass on 8th Jan nearly 12 weeks after i ordered it. Parts were missing from the Frameless channel and i was told it would be quicker to order them myself as they couldn't find the credit card and to send them the invoice. Despite me telling them on the 19th December the parts were missing and they told me they had ordered the missing bits on the 20th. Unsurprisingly I have not been reimbursed for the bits I had to order myself. This company has cost me thousands of pounds due the late delivery as I've had to extend my building warrant and cannot get a completion certificate.
Unit E6/E7 West Point, Middlemore Lane West, Aldridge, Walsall, West Midlands, WS9 8BG, Walsall, GB
http://www.stainless-handrailsystems.co.uk/
Craig Beswick
Mar 20,2020Fantastic team! Jo is a standout but everyone there has the same drive and passion to help you, care and deliver. If you read any poor write ups generally they were pre-ownership last year but I haven't had a problem. They don't lie, they tell the truth no matter what difficulty they had through the transfer of ownership and they won my trust entirely. I have recently ordered and it was seemless...Well Done!