"We were looking for large 2-panel sliding doors and a large fixed pane for a new extension, and enquired with Shire Doors. They were very good in the pre-sales period, after we'd made an enquiry but before we;d placed an order. They called every couple of weeks to see if we'd chosen a supplier yet, and to offer help & advice. They were also really good at explaining why their product was better than other similar ones in the local area. And, they opened a showroom for us to visit on a Sunday which was excellent; the person we saw in there was really helpful, non-pressuring and informative. We chose to go with Shire Doors because, whilst their price for a quality product was comparable to other competitors, their customer service and attentiveness had been excellent to that point, where their competitors had left us to it. Shire Doors also made a big deal of their 5-star customer feedback which they said "we work very hard to maintain". A compelling point, we thought...
That changed after we'd made an order though (and at around £5,000 it wasn't a small amount). They were slow to respond to my queries, on one occasion taking 11 days to get one new design drawing done, despite me chasing every few days - this delay nearly threw our whole building schedule off-track. I also ended up dealing with 3 different people - the original salesperson, a guy who was 'managing my order end-to-end' (we had 2 conversations before he dropped out of the picture totally), and a lady in the office - none of whom seemed to really 'own' my queries or my order, or to know fully what the others had said.
When we'd finalised the details of our order, the delivery date given was later than originally quoted and would have been after our other building work had finished. To be fair, they did bring that back in by a week to get it closer to the end of our build.
I was also chased for payment quite robustly, especially for the final payment during the week of install; when I said I would only pay that amount once install had started, there was quite a bit of pressure to pay up or not have the job done at all - which was a poor experience given the other issues we'd had before that.
The install was ok, though the guys built the doors the wrong way round at first so had to dismantle it and start again - which delayed it a bit. And there were some missing parts, which Shire Doors sorted within a week - after which I paid the final settlement amount.
Also, despite them taking measurements on-site and lots of emails to confirm what we were after, Shire Doors managed to build the fixed pane at a different thickness than ordered, and than the sliding doors (24mm rather than 28mm). They fixed that not by replacing the whole pane as I asked, but by installing a wider gasket - they said the 24mm worked just as well as 28mm, and it wasn't economical to remake the whole window. They didn't offer any reduction in the final bill for that...
One last thing - once the bill was paid I've had no more follow up from them at all to check if all is still ok, or to ask about how we're finding them. The install was on 17th December and we didn't get the guarantee until 30th January.
So in summary, a great customer experience before we bought; a confused, lacklustre and frustrating experience once we'd ordered; and a total lack of follow up once the job was done. The windows are great and look brilliant in our space, but I simply couldn't recommend Shire Doors to anyone based on our experience. A real shame, as it was their 5-star rating of which they were very proud that swayed us to them in the first place. We saw very little evidence of that once the money was handed over."
Dear Andrew, a 3 star review was a surprise as we felt we had gone above and beyond to keep you happy. Apologies you too did not feel we did, I have addressed your review below
We opened on a Sunday for you because you could not do any other day - a day normally strictly reserved for our families to ensure we could serve you.
We came to survey 3 times - (we normally charge £150/survey) the first 2 times you had not built the walls even though you advised you were ready for a measure, in the interests of good relations and service we did not charge you as we could have.
We do not offer a free CAD service - you did not want to pay for CAD drawings - It was a simple sliding door, usually clients only need section drawings which we provided promptly - rarely would such an installation require CAD drawings but in the end we paid for and supplied some at no cost to you to keep you happy.
It is a shame you could not recommend us - We work mainly on referrals and recommendations - Often we deal with people who have had terrible experiences with others in the construction industry and we always recommend they talk directly to the parties before making rash decisions, have disputes and write poor reviews which may effect others ability to service their clients in the future.
We hope you are happy with the doors it is easy for someone to write negative reviews as we all know we want to end and concentrate on the positive - I am sure your doors will provide a lifetime of service and just in case you have an issue you can call us and our in house installation team will be on hand to come and help you.