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Reviews 718
Kaushal
Oct 21,2019Very appualling and bad customer service from a big company like this..they never bother to call you and give you update. I have had to chase up and call them since the day i had signed the contract everytime I want to get an update and everytime you call they say will find out and call you back, but guess what no one call.. they have only call.me three time, first time they call is when they needed money from you other than that they will not call you..I signed contract for conservatory in end of march/April. But before I signed the contract I informed them that we are going on holiday in beginning of August and coming back end of August. they said it would be complete by then.. but still not complete till now.. I suppose to have the plastering done today but no one showed up.. phone the company for update, still waiting for update. The lady did say that there were 4 more queries before me.. I have nothing but hassle from them ask to cancel the contract they said it was out from the 7 day cancelling period.. so asked for compensation they don't offer compensation as the price quoted was at reduced rate.. I have had nothing but stress and hassle. I would give minus rating if they were there.. some of the staff is so rude over the phone. This is company is not customer oriented, but more of money making..
Liluke
Oct 18,2019Took 11 months to get door fitted, 2 appointments no one turned up. Door was damaged but still fitted and then took ages to get any one to repair. Fitting was extremely bad, gaps around frame and door handle needed changing as it was loose, and drafts around frame which they filled with silicone!!! This company has no customer service, the installation manager was one of the most rudest men I have spoken to and has no 'people' politeness skills. My guarantee ends on 20/10/2019....I am still within my guarantee period and have photos of my guarantee to prove it
Kevin
Oct 02,2019I have to agree the windows from Smith Glass is cheaper after getting a few quotes but not really worth saving the few hundred quid because windows should last at least 20 years. I have installed three windows with them after installing the frontdoor/hallway door with Safestyle. I found the door from safestyle does not accumulate any condensation as the old door did. I though the door/windows are manufactured almost the same way. So I went to change the three windows as well, but this time with Smith. With disappointment, there is condensation on the window every morning like my old window. I rang them up and explain this situation but they said it is the house issue and not the window. As we know, water vapor condensate on cold surfaces. If it is a "A" grade insulated window, the surface of the window should remain warm enough to not always cause condensation just like the Safestyle door do. Also a note, if the sales man demonstrates the window make sure you take a photo of it and make sure it is the same window as installed. If you go forward with them, make sure they take care of the brickwork around the window when they remove the old windows. But I would recommend to go for more reputable window companies and pay slightly more.
david
Oct 01,2019Absolutely appalling company do not use them. We agreed for them to fit a new back door. The salesman quoted and agreed, the surveyor visited and said all was fine. The first time they were due to fit they called at 12:00 to say they could not make it as previous job was delayed. The second time the fitter turned up to say the surveyor had it wrong and the door would not fit. (2 days at home not work) I have just called them to ask when they would be fitting the door (they did not call my wife back the previous day as they promised) to be told they would not do the job until we moved a pipe (not told by salesman or surveyor!!). Also told if I want my deposit back I have to put in writing and if I want any compensation for wasted time etc. (and possibly deposit back) then I will need to go to court. Then they hung up on me. So much for a proud family firm. My advice go elsewhere. Following the reply I just want to say you are agreeing with everything I have said. The pipe was there on the salesman's visit and he specifically remarked on it. The surveyor no longer being with you is not relevant as we are dealing with the company and not the surveyor. The door being there is irrelevant as contract is not being fulfilled. I will be writing to you shortly.
Mr/s Richardson
Oct 01,2019Really good service, work men were polite and professional. Tidied up after themselves
Mrs Taylor
Sep 27,2019Very satisfied from Initial Enquiry to Installation. Would definitely recommend (which I already have). Will be contacting Smiths again in a few years for our Conservatory.
Mr/s Shittu
Sep 18,2019Job stretched for 2 more days though at no extra cost. Excellent job done. Home kept clean after fittings. Fitter and builder kept us informed with everything going on. Well pleased with work done.
Caroline Taylor
Sep 06,2019Really happy with our new Windows and doors first class service from salesman through to installers. Would definitely recommend to anyone looking at having theirs replaced. 5 š well deserved Caroline shoeburyness
Mr Noons
Sep 05,2019AVOID*AVOID*AVOID* The nightmare began back in April 2019 when we had our visit from Smiths sales team. First impressions were good and we were happy with the price and product. I phoned Smiths on several occasions before installation date to confirm everything was ready. At no point was I informed of a problem. I even offered them an alternate earlier date but was turned down as they work 3 weeks in advance. May 22nd arrived and so did Smiths to install my windows and front door except there was no front door. Knowing that there was little the installation guy could do I phoned the office for an explanation. A man I will call PD answered the phone and I informed him of the problem. When I stated that I had no front door delivered, where does that leave me, he unsympathetically laughed and said "without a front door I guess!" I said that he was sarcastic and that the company needed a rocket up the backside. He then threatened me to come to his office and say that, before telling me, on second thoughts I'll come to you. After shouting down the phone in his loudest voice "speak to me professionally" (that's funny in itself) he slammed the phone down. I was totally gobsmacked. How does a company think that this is any way to treat a customer who is naturally angry and disappointed that the product that have paid for is partially missing with no explanation. I rang back straight away and spoke to a woman, we'll call her CD. She apologised on behalf of the directors and offered to look into the matter. This is where the lying starts because the explanation was either a manufacturing one or just that the paperwork was lost. I never really got to the bottom of that one. Anyway a door was ordered which arrived on the 31st May. Naturally I was excited to finally receive my door and have Smiths out of my life, until after installation the door was found to be the wrong shade of grey and did not match the windows or frame. Not only that it was the wrong style of door. I ordered a GARDA in anthracite grey what I got was a KINGSTON in mouse grey. Again I spoke to Smiths and CD who stated that there would have to be an investigation. Smiths were blaming the manufacturers and the codes used to create the right colour. The investigation was to last 2 weeks they said. If only! During this time we were constantly in contact with Smiths, and when I say contact they did not call once we did all the ringing. CD was never at her desk. Most of the time I spoke to PD who's main job seems to be being rude and surley on the phone. At lunch times a message would be left stating that they were at lunch from 1230 until 1pm, however some days this was left on until 3pm. Most of my calls were never returned and I had to resort to emails to log my conversations and what had been discussed. The 2 weeks passed in which it was never established who was at fault but Smiths said a new door would be ordered. Which seemed to take forever. At one point I contacted TRADING STANDARDS who advised me that under the CONSUMER GOODS ACT 2015, if the product was incorrect or damaged I could pursue compensation and advised me of my rights. On another occasion, and there were many, I asked to speak to a manager. I was told by CD that it was not convenient and that he doesn't get involved. On the 22nd August 2019, some 14 WEEKS after the initial installation the door eventually arrived. Even this was a farce as I had been promised a late morning fitting. The guy was on my doorstep at 8am having been outside, according too my neighbour, since 6.45am. The fitter could tell straight away the door was wrong unlike the previous one. He also explained that CD was making all the mistakes as she was overwhelmed with work. He told me I was not alone and that others were in the same predicament. After having fitted the door CD from Smiths was on the phone demanding payment. Funny cos I seem to remember no one rushing to help me. Throughout this entire process no manager has ever called. Nobody senior has contacted me nor any compensation offered. CD explained that Because my problem was cosmetic it was not worthy of compensation. She asked me to wait while she spoke to PD her manager about the matter. He refused unsurprisingly seeings as that's how he treats people and even funnier that at the end of this process he turns out to be a manager, pure comedy. In summary Smiths back office is in total disaray, with mistakes galore going unpunished with two of the most inefficient, unsympathetic, incompetent people I have ever had the displeasure of dealing with. Thanks SMITHS GLAZING of BASILDON it was a horrible experience. I would leave a contract number but guess what? you never gave me one.
Rong Lin
Sep 05,2019The customer service/servicing team at Smith Glass is poor. You can only get response through emails after weeks of waiting. And the person on the phone just hung up on me while i am still talking. very rude.
Martyn
Aug 20,2019UPDATE TO BELOW: It seems that there has been changes at customer services; now run by Emma. She jumped onto our issue and a replacement patio is being installed in December! If only like this from the start, then I would have given a top review. We had our new windows & doors installed in June. After initial installation I was very impressed with the way they were installed; I was expecting to have to re-plaster and decorate around the windows, etc, but the lack of re-work/decorating was pretty much zero. The installer was very neat and left no mess. The windows look great. At this point I would have very happily recommended you. Iām not naive to understand that with an installation of this size, there are not going to be some post-installation issues. We had the wrong door handle installed on the outside of the patio door; the patio door is not aligned, so does not close properly and a couple of window sills were not replaced. Took 3 visits for the handle to be replaced and now have had 2 reports produced for the outstanding issues. Still no date for repair. Have called a dozen times (if you can get through) and always told we will call back (they never do). After a 2 hour hold today, was told again, the manager will call back. Asking if they have a complaints process was told no and the 'customer service' boy hung up. If you want good post sales customer service DO NOT USE THIS COMPANY.
Gurbux
Aug 17,2019We had our house guttering and facias replaced recently by Smith glass. We were impressed with the work carried out. We were also pleased with the good attitudes of the workmen.Neat job done
Eve
Aug 16,2019Good service, looks very nice.
Mrs Pawsey
Aug 16,2019Let down twice with appointment to have a new sliding door fitted again and haven't heard from Smith Glass to let me know when they will be coming.
Scott Sinfield
Aug 14,2019Please do not use this company!! I am revising my post from September 2019. That contained a very long story regarding goods bought in 2016 whereby I have had issues ever since. I took out the "Buy now pay later option" as the salesman stated "Its better in your bank than ours". It was paid off after the six months grace period. Please be warned that if you do this and something goes wrong, Smiths pass it on to their trading partner and there is nothing they will do. My complaint has been with Trading Standards and the Financial Ombudsman since my original post. Trading standards advised I needed to accept the new door on offer, even though the product is not as good as the original which I did. I have emails from Smiths advising the whole door needs to be replaced. After reluctantly accepting their offer, I requested a brochure and asked what pages I needed to choose from. The response I received was that they would only replace the panel and not the rest as previously offered, going back on what they promised. Since November, I am 22 polite emails in and we are no further forward. This is with a manager who has completely ignored the past 13 emails. The person on Customer Service has done their best to try and assist but I know they are just the messenger. Today I have received an email from the Financial Ombudsman advising that Smith's have advised the 3rd party finance provider that its with me to choose a new panel and they are waiting on a response from me. I nearly fell off my chair reading Smith's response to Luke Lowries review below where they state "Everything is done by email so there is a record". They must of lost the emails to me arranging for a new door to be provided! Wow. Make your own mind up people this is a review. I can understand incompetence or human error but cant stand lying. I think Smiths hope I go away. It is not going to happen!!
Jocky1801
Aug 14,2019Where do i start ? I do not make a habit of posting negative feedback on websites but felt the need on this occasion. I did my research and listened to both positive and negative feedback. As always, i don't always pay too much attention to the negative due to the fact that it seems some people are hard to please.I went with Smiths mainly due to the fact they were local and had been in business for so long(not too sure how) ...so 13 weeks and i am still waiting for multiple issues to be resolved. I have a front door that does not shut without having to slam it hard( some parts have been removed to make it slightly easier to slam shut) . i have a window that does not open. I have a lock that does not work. I have a fault of the door panel which requires replacing . I also have rooms where the making good was not made good despite asking the fitter to do.Today having been advised that all my issues should have been addressed .....the fitter/service engineer did not turn up (again) ....and i didn't even get a telephone call to advise of this...shocking shocking service shame on you Smiths. When are you going to resolve these outstanding issues please? I am starting dialogue with FENSA on this now as i have had enough. UPDATE - 25th August - I still have outstanding issues from my installation in April - my front door is not flush with the frame and the front door glass panel is still waiting to be replaced as the service engineer brought the original panel when he visited 3 weeks ago.I have left multiple emails to complaints, have called multiple times and attempted to call the service manager who advises when he answers the phone.... "i cannot hear you my phone is faulty ...so you will have to call the office" ....which as we know...it is more likely that i will end up having dinner with the Queen than someone from Smiths answering the phone !!! Absolute joke of a company i shall be paying the office a visit to discuss as that seems to be the only way of getting some traction. UPDATE - 8th October - i still have two outstanding issues from my installation in April. My front door is still not flush with the door frame and the front door panel still needs to be replaced.I cannot contact Smiths ...they do not answer the phone, reply to emails and i have left messages with the service manager requesting an update ...i have also called the service manager many times to get an update.I have contacted Barclays as i used the buy now pay later option (bad bad mistake) and i am taking the matter up with them ...in addition i have filed a complaint to FENSA. Smiths what are you doing ? why are you so difficult to get hold of ....DO NOT USE THIS COMPANY ......
Mrs Wamala
Aug 14,2019Clean and tidy well done job and staff was very good my husband and I were very happy with your service thank you very much
geoff
Aug 14,2019Very good workforce work completed on time would recommend this firm
Mr/s Sharp
Aug 13,2019very good product and the fitter was excellent.
5 Robert Way, SS11 8DD, Wickford, Essex, GB
http://www.smithsltd.co.uk
karen mcqueen
Oct 22,2019I cannot praise the guys enough, they have made an excellent job of our soffits and guttering, we are very pleased with their work it has been finished to a very professional standard and all rubbish was cleared away and left tidy, I would definitely recommend smiths to anyone. Thank you guys.