“There was no communication from Door Station regarding progress of my order during the lead in time. I only became aware of further delays in the order when I again contacted ted them and was informed that due to the conflict overseas my order was not able to be shipped to the UK.”
[16 December 2024] Hi Kath,
Thank you for your review and for taking the time to share your feedback. I’m glad to hear the door has arrived and meets your expectations. However, I’m truly sorry for the frustration caused by the delays and for the communication issues you experienced during the process.
To provide some context, your order involved a bespoke, made-to-measure door that required technical drawings to be signed off before production could commence. We sent the drawings to you on 9th April and followed up a couple of times to ensure they were reviewed. These drawings were signed off on 24th May, at which point the production timeline of 18 weeks began.
Unfortunately, unforeseen global shipping disruptions due to the conflict overseas caused further delays in the delivery, which was outside of our control. That said, I completely understand your frustration regarding the lack of proactive updates, and I acknowledge that we could have done better in keeping you informed throughout the process.
We’re taking steps to address this by implementing new software to improve our communication and provide regular order updates moving forward. Additionally, as a gesture of goodwill for the inconvenience, we refunded the £55 delivery charge, and I hope this goes some way toward making up for the experience.
Thank you again for your patience and feedback, which will help us improve our service. If there’s anything more we can do, please feel free to contact us directly.
Best regards, Dan
[27 February 2024] Hi Miranda,
Unfortunately, the majority of our custom Made to Measure doors have a lengthy lead time. In your case 18 weeks.
The information on our website, including the product page (adjacent to the buy button) states as clearly as we possibly can the estimated lead time for any custom doors. We also email the custom drawings to you for your approval along with confirmation of the lead time before you sign these off for production.
We got the go-ahead from you on 27th Sept 2023 and the door arrived with you 20th Feb 2024. That's just shy of 21 weeks so let's round that up to 3 weeks over the original estimate. Whilst we take full responsibility for the service you receive, there are unfortunately some things out of our control between ourselves, the manufacturing process, shipping and delivery.
We apologise that we couldn't meet your expectations on this occasion and we hope you enjoy the door.
All the best, The team at Door Station
“Not really a made to measure door.Gave the measurements for the doors i wanted when doors arrived lots had to be trimmed off . Waiting time for the doors to arrive was excessive.”
[26 November 2024] Dear Stuart
This is the first we are hearing about this issue. As you know, made-to-measure doors are manufactured strictly to the sizes provided at the time of order. In this case, you supplied us with those measurements, and the doors were made and delivered accordingly. It’s also worth noting that doors with a height of 1000mm are not available off the shelf so these doors had to be bespoke made specifically for your order. If the door frames aren’t perfectly square, it’s standard practice for a carpenter to trim the doors to fit, and a time-served carpenter would expect and manage this as part of the installation process.
Regarding the lead time, the details are clearly stated on the product page and reiterated in the order confirmation you received. Unfortunately, the delay you experienced was caused by global shipping challenges stemming from the ongoing conflict in the Red Sea, which delayed the container carrying your order by a few weeks. This was communicated to you at the time.
Additionally, we noted the 1-star review you left on Google, claiming we hadn’t delivered on the promised day. After we checked our phone recordings, it became clear that there was a mix-up on your end regarding the date. We appreciated your acknowledgment of this and thank you for removing that review.
As always, we’re here to assist in any way we can, so please don’t hesitate to get in touch if you have any further questions or need help in the future.
Best Regards, Dan
