Bill D

The entire process from sale to final installation was very smooth, with good communication throughout. The installers for both phases of the work were very efficient, very polite and both teams completed their work in less time than I expected.

The completed result looks good and hopefully will last for many years.

I have rated them as four stars rather than five, not because of the product or the workmanship, but for the following:

Nearly four weeks after completion we still have traffic cones dumped at the side of the drive that have never been collected.

The 5-year guarantee becomes invalid if the aftercare guide isn't followed. Unfortunately, there is no aftercare guide!

End result is good, but along the way we had:

Installation appointment cancelled, but we weren't told.

Unwanted hole drilled through porch wall in an effort to get the cable to the same entry point as the phone line, even though that isn't where it was wanted. To quote one if the technicians when he arrived to do the final installation "why on earth did they do that?"

Two days ago I placed an order online. Transaction appeared on credit card immediately, order number appeared on screen. Everything looked OK, until...

No confirmation.
No record of the order on my account.
As I didn't get a confirmation I didn't get the correct number to the "virtual assistant" to do anything, so joined web chat queue in position 140. Sometime later, connected to a "real life" agent, who said hello and then disconnected. So back in queue in position 146.
All I want to do is make sure I am not paying for something they have no intention of delivering. Some chance, I think I will die of old age first!

To put the one star in context, a previous order for a fridge-freezer was delivered very badly damaged, the replacement was delivered without any handles. Why did I go back? Well as they are still in business two years on I had the vague hope that they may have improved.

Badly let down when a surveyor had to cancel and then the company said they couldn't do the survey anyway. Tried phoning Surveyor Local many times to try to sort out a short notice replacement, but only once was the phone answered (heavy breathing for 15 seconds!) Left messages, but they don't call back, sent emails, but they don't answer. At this stage all I want is to get my money back and move on, but no, all I get is another email from them appointing another surveyor from well out of the immediate area. If/when they ever get back to me I will update this review.