“3 months and still waiting for 7 solid oak doors. First 2 firedoors were incorrect width (tried to label as firedoors!!) and now refusing to answer my calls/return calls or answer my emails and refusing all refund requests. Taking legal action to recover.”
“There are good doors, and bad doors. The rustic doors that this shop sell are extremely bad. They do not accept returns for faulty doors, as they state that such doors are 'as specified'.
Here is a description (as given in an email to me, from their support team) of what to expect:
· Filler
· Live knots/solid knots, dead knots/loose knots (must use filler if you can see through door),
· Break out
· Rough Patches (max 40% per plank)
· Superficial checks, Shake, Splits – surface only not structural
· Profound checks, shakes, splits – Can see daylight or the integrity of board is compromised (if in middle of door and can be filled, end of door can be glued)
· Grub worm holes, Pin worm holes
· Blue stain (faint, max 5% of plank)
· Burn marks, feed roller marks, chatter marks (sand if possible)
· Sap wood, rotten timber, bark (sand if possible)
The build quality will match the wood quality: The doors will be rough sawn, unhanded, uneven, with big gaps between pieces of wood, which will be pinned together with a nail gun.
Support is slow, unresponsive, and completely defensive. If you come to the shop with any other attitude, don't be offended.”
“Sales process went well but downhill from there. Goods arrived damaged. Email sent to inform the company, with images. No reply. Called and was told I have to send to a different email address!!!!! Did that. Email back saying I need to send pics of the damage within 24 hours!!! Explained knocks and digs and fitter coming next week and need him to see if he can sand/cut out the damage, but only here 2 days so what will happen then, if he can't use? Asked that they replace now, but they just were not interested. Asked to speak with the MD. 'He doesn't speak to people'!!! Customer service all gone home (this was sales). I was then told 'we are no different from any high street shop, we can't just take stuff back without seeing the damage'. Obviously never heard of the Consumer Contracts Regulations. Asked that they just take the damaged goods back and I’ll buy elsewhere. Manager to call me tomorrow. Let's hope the response is better.”
“Had a problem with one of the doors we ordered. Attitude from company was appalling.The door was damaged which we didn't notice at the time. Awful customer service - rude, belligerent and fobbing off! Husband a barrister and quoted the Consumer Rights Act 2015 at them and threatened them with ombudsman and legal action. We're pursuing the Small Claims Court with them. Do not buy from this company.”
“Ordered an oak door from this company, it went downhill from there.
The wrong door was delivered, I informed them but no apologue.Was told someone would contact me...they did not. More phone calls..still no answers. Over a week passed before I was informed that the correct door was now out of stock and would not be delivered until March!...I ordered it in January. Still the wrong door has not been collected! and I am out of pocket. Still trying to get my money back and the wrong door collected. Legal action is the next step. Do not use this company!”
“After a wait of nearly four weeks for delivery, I discovered that the half glazed door that I had ordered comes "unglazed". When I queried this point, i.e. the word "glazed in connection with glass" means that something has been fitted with glass, I was told to look at the advert which, when the "further information" is clicked on and closely examined in the many lines of very small print, says that it comes without glass.”
“Terrible customers service
phone rings for ages and this company is just a sales office and passes the order onto a 3rd party.
I ordered a door and hardware. The hardware came after one week and the door its still not here after 3 weeks.
I wouldn't use this company again”
“Awful company. I have literally spent days chasing and being fobbed off. The doors were badly damaged on arrival and yet rather than take responsibility for sorting this out, the ball was placed firmly in my court and I was expected to do all the work of chasing the delivery, documenting damage, waiting in replacements that didn’t turn up, chasing the lost order etc etc. Poor quality product and exceptionally poor service. Won’t be buying from them again.”
“One door was damaged which we didn't notice at the time. Awful customer service - belligerent and inflexible, ultimately ended up in them refusing to supply a replacement I said I would pay for then and hanging up on me when I quoted the Consumer Rights Act 2015. We're going to Trading Standards and the Small Claims Court.
As others have said, the doors don't seem to be 'solid oak' but as I know little of the construction of these things I wasn't sure if that was normal or not.”
“I had a very positive experience with this company, great quality and prices. Quite surprised by other comments below, I would recommend their doors and service”
“Ordered window sills from this company, who delivered the wrong size window board! My builder begin to cut and fit the sills prior to noticing their error! U.K. Oak doors are now refusing to offer any compensation for their error causing delays and loss of money! Would have expected a compromise at the very least! Appalling customer service and will never use again! Avoid this company!!!”
“not solid oak as advertised they engineered made from pieces of oak stuck togeather and false tennon joints made to look real none existant customer service and hid behind small print avoid this company like the pague”
“these doors are engineered wood stuck togeather not solid as advertised don't buy you can get same cheaper very bad customer service told read small print”
“After 3 years, a protective canopy and careful treatment with the recommended Impranol, the external oak door has swollen and 2 panels have come adrift. This is not what I would have expected from a door costing £504.
Not impressed with Customer Service either; yes, quick to respond, but in the end, lip service.
Perhaps in retrospect the 1 year guarantee should have aroused suspicion.”
“Extremely poor customer service compounded by misinformation and ridiculously long delivery times. Talk about a slow boat from China ( where the products are from) would be quicker delivered by barge! My advice is buy British.”
