Terrible after sales customer service
As an honest human being I share with you NOT to buy from Direct Doors if as most people you expect a good customer service. They have an answer to challenge anything you raise as unsatisfactory rather than ensure their customers are fully satisfied. £1300 sliding doors purchased with instructions a competent carpenter struggled to understand. Damage to door not opened within their specified time limit - no leniency, Pelmet shorter than thick metal track it’s meant to cover - expect you to cut the metal track. Pelmet front doesn’t cover the track, flush handles you are meant to router these into the door fronts risking the veneer chipping…where does it stop.
Reply from DirectDoors.com
Hello,
Firstly, thank you for taking the time to leave a review. You will know that it was myself who dealt with the concerns raised and I think it best to go through your review in bullet point form.
• We sell over 300 of these systems each month without any issue or complaints about the instructions provided. It is clearly stated in the fitting instructions to cut the track which after further investigation, we discovered had not been done.
• The doors were delivered and signed for in good condition back on the 15th of September. At no point were informed of any damage until you contacted us on Monday regarding fitting instructions. All goods must be checked upon or within 24-48 hours of delivery and any issues reported to us immediately however, the goods were not checked, and they were then fitted therefore, there is nothing we could do in this instance as working on / fitting the goods deems them as accepted.
• I provide all dimensions of each individual timber section for the pelmet, and you confirmed that all dimensions were correct. We do not router out grooves for any handles as they are optional. We offer different handle styles but also, as the customer you can source your own handles elsewhere so, any grooves is to be done on site by your joiner or carpenter.
Should there be anything further I can assist you with, please do not hesitate to contact me.
Emma
Assistant Manager
info@directdoors.com | 01968 671681
