Name: Vufold
Address: Queens Court, Queens Avenue, Macclesfield, Cheshire
Rating: 4.81

“No response since August, it's now December. Locksmith came to repair lock (at my expense) no comment from Vufold as to whether it was a defect with the door. (Door design does not allow for vertical adjustment -so it is a design flaw). No sharing of said report.”

Helpful Report

Posted 4 months ago

Dear Andi, Many thanks for bringing this to our attention, and we are sorry to hear of the issues. Having checked our records, we can see that we did make several attempts to contact you to book in a locksmith visit date, however, you later confirmed you were away during that period. A locksmith call out date was later agreed and completed at the end of September. The report was received by us in October, and it confirmed that the lock had failed due to incorrect alignment of the doors. When lifting the handle to activate the multi-locking points, they were not locating correctly, which in turn caused the lock to fail. The report confirmed that this had been explained to you and you had counter signed the report to acknowledge the engineers’ findings. We do sincerely apologise that you have not received any further communication following the visit, upon our receipt of the engineer’s report, you should have been contacted immediately to re confirm what had been previously discussed, and we are sorry that this did not happen. This was a breakdown in communication from our side and has been internally addressed. We can confirm that the Ultra Bi-fold doors you purchased are fully adjustable, both horizontally and vertically, using the top and bottom pivot and carrier hinges. This is detailed in the assembly instructions and homeowner’s manual previously provided. The engineers report also confirmed the doors needed some slight adjustment. Whilst checking our records, back in September 2019, we can also see that we had a conversation with you where you reported that you were experiencing operational issues. At the time it was our understanding that you had not installed the top track correctly. We provided some advice on how to rectify this, however, we did not hear back from you regarding this. This may have also been contributing to the problems you are / were experiencing regarding the misaligned lock. We will email you a copy of the instructions on how to adjust your doors and we are more than happy to provide further advice if you are still experiencing any operational issues. Please accept our apologies again for the lack of communication from our side following the visit and please also accept our apologies for any inconvenience caused. Kind regards Vufold

Posted 3 months ago

“Damaged door set and poor customer service We were initially pleased with our Oslo door set with sidelights after fitting, but when we removed the film from the glass it revealed that the glass was damaged and scored. Vufold offered us replacements on a supply only basis. This would have left us with the expense of removing the doors and the refitting of the new doors and disposal of the old doors. This was a considerable expense and Vufold would not help or provide any compensation. Despite requesting to speak to a manager on several occasions we were told that no one was available and we could not speak to a manager. So we have a damaged door set and no resolution from Vufold.”

Helpful Report

Posted 7 months ago

Thank you for your review. We are sorry that you are dissatisfied with the after-service you received, although we are confused as to why you feel you weren’t offered any help or compensation. Reviewing our last telephone conversation, a goodwill gesture was put forward to you, so it comes as a surprise to now receive a negative review. As standard policy, we always ask our customers to check for any damages within 72 hours of receipt of the goods and report any issues. This is to determine if any damage occurred during delivery, in which case we could immediately rectify the problem. Unfortunately, as you didn’t notify us of the damaged glass until after the sidelights were fitted, it makes it difficult to determine whether the door was damaged in transit or during the installation. Despite the uncertainty over the cause of the damage, we offered to replace the sidelights free of charge. However, as the goods were purchased to be self-installed, any replacements would be issued on the same basis. As the damage is to the sidelight glazing and not the door itself, it would not be necessary to replace (or dispose of) the entire door, it would simply be a like-for-like sidelight replacement with the door remaining fully installed. We do not feel that your request for financial compensation, while keeping the damaged glass in situ would rectify the issue as a long-term solution. We would like you to be happy with the product provided, hence offering to replace the glass. Our additional monetary offer was to assist you with the replacing of the sidelights and to express our apologies for any inconvenience caused. Although a manager wasn’t on hand to speak to you when you requested, you can be assured that the resolution offered was discussed with and authorised by management. The Vufold team all work closely together and managers are fully involved in all projects and queries, especially in the event of a customer complaint. Our valued staff members all work under the same guidance of the company directors and senior management team. On any future purchases, we strongly advise that you inspect any goods prior to installation so that any issues can be rectified immediately. Many thanks, Vufold

Posted 7 months ago

“Lost over £2200(£1700 for door set and £500 installation ) with this company. A door that simply end up in the skip. Fed up of fighting with stubborn people and just paid a local company to fit a new set and dispose this one. Customer service will fight for this rubbish product to the point that will accuse you of wanting money and they’re rubbish . For Vufold feedback is more important than anything. Unfortunately companies like this still operate.”

Helpful Report

Posted 8 months ago

Dear Mihai, Further to our previous correspondence, we are saddened to see that you are continuing to post negative feedback online, damaging our company reputation while sharing inaccurate information. To clarify, we have offered to refund the full cost of the door and collect it from your property on multiple occasions. However, until we are in receipt of the door, we cannot issue a refund. We are unsure why you chose to put the door in a skip and purchase a new one when there was the option of a full refund. We are also confused as to why you paid a joiner to install a door that you weren’t happy with in the first place. Had you simply got in touch when you first took delivery of the door and informed us that it didn’t meet your expectations, we would have arranged collection and this unfortunate incident would never have occurred. Far from being stubborn, we are simply following standard trading procedures that any supplier would adhere to - if a customer is in receipt of a product, then that product must be paid for. Once the product has been returned, a full refund can be issued. We hope you are very happy with your new door. Regards, Vufold

Posted 8 months ago

“Splintered wood, doors not straight and low quality product.”

Helpful Report

Posted 10 months ago

Thank you for bringing this to our attention and we are sorry to hear of your disappointment. Our customer satisfaction is very important to us and whilst we try to get everything right first time, errors can occur. You were issued a 15 year guarantee with your order and this is the reason we have a designated aftercare team on hand to resolve any queries or issues for you. Your order was delivered 2 months ago and we cannot see any previous communication from you raising any concerns. I will arrange for a member of the team to contact you and please accept our apologies for any inconvenience caused. Kind regards Vufold Update: Hi, we have tried to contact you several times so we can investigate the issue and offer a resolution. If you would like some assistance, please let us know (aftercare@vufold.co.uk or 01625 442 899.) Kind regards Vufold

Posted 10 months ago

“Inferior product and aftercare service. Vufold expects you to clean excess paint on the glass and repaint the have missed!”

Helpful Report

Posted 1 year ago

Dear Andrew, We are sorry to hear of your disappointment, and that this has led you to leave a 1 – star review on here and on another review’s platform. We do completely agree that you should not have experienced an issue, however we are also disappointed to only receive a 1 out of 5 star rating based on the situation. You initially reported damage to a door that we had no way of knowing how this occurred since leaving us to then being fully installed, hence we refuted your claim and that is why we provided advice on the paint works required. After reviewing the latest images you kindly provided, we do accept that 1 of the 5 door panels had been supplied to you in a condition that did not meet our usual high standards and it should not have passed through our quality control checks, for this we are sincerely sorry, and this has been addressed with our production team. Although the same single door should not have arrived with paint marks on the edge of the glass, as we should have done a better job in protecting the glass during the spraying process, rather than telling you to, we simply requested that you see if you can try to remove it from the glass. As you had fully installed the doors, we thought this a much easier process for you than having to uninstall the door and then re-install a replacement door if the paint could be easily wiped off. After reviewing some of our previous communication, we should have been clearer in our explanation to you at the time. The reason we initially handled your query the way we did and despite our best efforts to request you check all the items within a reasonable timeframe and before arranging the installation, was because you reported the issues to us 17 days after delivery and after the product had been fully installed. We can confirm the internal bifold doors you were supplied are a fully finished door set, and we are sorry that we did not meet your expectations regarding accepting liability for the damage. We were surprised to receive your review as we were still in contact with you and were trying to obtain clearer images of the issue from you. Since receipt of the images, and despite the damage, we have agreed to replace this door for you. We are sorry for the initial issue and we hope that once your replacement door arrives and has been swapped over, you get many happy years of use from your Vufold doors. Many thanks Vufold

Posted 1 year ago

“Original purchase of bifold door product very good , requested additional threshold component price £60 and due to £100 min order a delivery of £56.00 ,way over an acceptable price , staff totally not helpful , do not recommend them as a good supplier which has not shown good service practices”

Helpful Report

Posted 1 year ago

Hi Philip, Sorry to hear of your disappointment. As explained to you by one of the management team, we offer a 2 man home delivery service and we have a long standing relationship with our delivery company. From past experience when we have tried alternative delivery methods things have not gone to plan, causing further frustration and additional costs. Despite the potential risks, we did offer you an alternative delivery service or the option to have the item collected from our premises of which you declined and we didn't hear further from you until now. We are sorry if this did not meet your expectations, however we do feel we did all we could to assist you. Many thanks Vufold

Posted 1 year ago

“We ordered a window in error but was unable to send it back. We obviously missed this when we purchased. The window was made bespoke but is a standard size so surprised it couldn't have been returned and resold. Apart from that everything was good.”

Helpful Report

Posted 2 years ago

Thank you for your review and we are sorry to hear of the error. As you quite rightly say, we were unable to accept the return due to the window being a bespoke order. We do try to make this as clear as possible on our website listings and as detailed in the terms of the sale. We are disappointed to only receive a 1-star review based on you saying everything else was good, however, we are also sorry to hear of your disappointment. Many thanks Vufold

Posted 2 years ago

“The sales , purchase and delivery were all excellent. However when we unpacked on of our 6 doors there was damage on the bottom edge . I sent pictures and explained they had been stored flat in an unused room . Your response was as the door had not been unpacked within 72hrs and you couldn’t be certain how the damage occurred ( I read that as you were accusing me of the damage) you would only replace if the door was paid for . I have run a successful building company for 30 yrs and while these doors were for my own home I was looking to recommend them on future projects . Not anymore. You supplied a damaged product and sidestepped replacement. I hope you feel your £200 saving is worth all the potential lost business and good will”

Helpful Report

Posted 2 years ago

Dear Keith, We are sorry that your experience has led you to leave this review along with a previous one submitted via another review’s platform. We do appreciate the positive feedback regarding the sales process, the product itself and delivery, however we are sorry to hear of your disappointment relating to the issue reported. As previously discussed, and as the door had been in your possession for three weeks before you got in touch with us, there is no way of knowing where the damage occurred, and this falls outside of the guidelines issued to you on and after placing your order. We are not accusing you of personally causing the damage and we are sorry if we have not come across as intended. Had you been able to provide us with any pictures of damaged packaging that would indicate that the door had been damaged in transit, of course we would have been able to resolve the issue right away. When taking deliveries, it is always advisable to thoroughly check for any damage straight away so that immediate action can be taken to rectify any problems. Once the goods have been in a customer’s possession for a period of time it becomes very difficult to ascertain when and how any damage may have occurred. Once again, we are sorry that we could not resolve this issue for you due to the delayed communication of the complaint. Should you still wish to take us up on the offer of a replacement door, please do not hesitate to get in touch. Many thanks, Vufold

Posted 2 years ago

“Damaged doors abs the company will not return them. Don’t buy from the site”

Helpful Report

Posted 2 years ago

Dear Vanita, We are sorry that your experience has led you to leaving this review. You are correct in what you say regarding Vufold not accepting your return, we did try to explain our reasons in our previous communications, and we will try to add further clarity to this in our response below. Your order was dispatched from our warehouse and we did not receive notification of any damages until over 3 weeks following delivery. The image of the damage supplied appeared to show impact marks. We do have a 72 hour policy in place for checking of the goods and reporting any missing or damaged items, due to the length of time since receipt of your order to reporting the damage, we cannot accept any claims for damages of this nature. We did offer to review the costings on a replacement door for you. Regarding your cancellation request, from receipt of an order placed online or over the telephone, all customers have 14 days in which to notify us in writing if they wish to cancel their order and then 14 days from this date to return the goods to us. Unfortunately your request to cancel your order fell outside of this timescale. I am sorry if our handling of your query did not meet your expectations and please accept our apologies for any inconvenience caused. Kind regards Vufold

Posted 2 years ago

“Very disappointed with after sales care. Defensive and intransigent. If you want to see why, take a look at their reply on Trust Pilot. No good will or consideration for the customer who is stuck in the middle between two parties both denying responsibility. Their Trust Pilot reply sums up my frustration with them. I don't care who is to blame, Vufold could have helped us - instead of charging full price for a £38 part after we had spent over £5000 with them.”

Helpful Report

Posted 3 years ago

Dear Mr Baxter, Thank you for your review and we are sorry to hear of your disappointment. We have replied to you via another reviews platform and unfortunately there isn’t anything further we can add to this. Please do not hesitate to contact Vufold should you wish to discuss this matter further. Kind regards Vufold

Posted 3 years ago

“I was not informed at any stage of our numerous conversations that the door came as a kitset door once I knew this fact I tried to return it and was told it's outside their return period and I would be best to advertise it and try and sell it myself,DISGRACEFUL!!!.”

Helpful Report

Posted 4 years ago

Thank you for your feedback, we are investigating this matter further and will give a full response soon.

Posted 4 years ago

Dear Mr Ragi, We are very sorry that your experience led you to feel the need to write this negative report on our service, as we feel we did everything we could to support you within our well-publicised and documented terms and conditions. As a company, we believe we have a very good reputation with customers, as is proved by the fact that out of 1,019 reviews on this site, over 97% of them rate us as either five or four stars when it comes to service and quality of the product. This is not to say that we do not welcome constructive feedback, in fact, we actively seek IT from customers in order to improve our services. However, on this occasion we feel it is only right that we address your comments in full and put your remarks into context. Critically, we believe that your comments could be misleading to others who may not have the same expectations as yourself. You claim that you were unaware of the fact that the doors are supplied in a ready-to-assemble pack. The following is taken from a page on our website, which advertises the same door range you ordered; we have highlighted the relevant section: “All Vufold door sets are easy to install, as everything is virtually pre-machined so only on-site assembly is required. What's more, you get everything you need including: doors, frame, cill, hardware, tracks, locks and handles, fixings, plus easy-to-follow instructions.” The following is taken from the home page of our website: “Vufold doors are sold as complete sets, including, doors, glass, frame, hardware and are easy to fit by any competent builder or DIYer” Since your review was posted we have listened to the recordings of every phone call you had with our sales team about the doors. At no point was there any question put to us about the doors being ready assembled on delivery. Vufold has been providing customers with ready to assemble doors since 2006 which has provided us with invaluable experience and expertise in our field. We know the difficulties customers would have if we provided them with ready made doors. We know the significant difficulties there would be in transporting them that way and the risk of them being damaged in transit. We also know how problematic builders and joiners would find installing very heavy, double-glazed doors if they came as one unit. Our website has hundreds of testimonials from customers who say that their fitters or indeed they themselves, had no problem in assembling and hanging the doors thanks to our easy to follow instructions. We accept that you did request to return the doors and that this request was declined, as you point out, because the request time was outside of our terms and conditions. From the point of the doors being delivered to and signed for by yourself, up until your emailed request to return them, 45 days had passed without any communication from yourself to suggest that there was a problem. Our cancellation terms are as per Consumer Contracts Regulations 2013 (CCR) guidance - customers can cancel orders up to 14 days following delivery. Clearly your request was well outside of the CCR guidelines, which is why we felt it appropriate to decline your request. As a company that does its best to accommodate customers who may experience challenges, we are not happy at your experience, but we feel that we did everything we could to assist you within our powers and rights once you requested a return. We believe that we make it abundantly clear that the doors come ready to be assembled, that customers have a right to report problems that we will address, that they can return items if appropriate, but we have to provide that level of service within clear guidelines, and on this occasion, unfortunately your request fell well outside of them.

Posted 4 years ago

“Ordered a new door stop,for our bi fold doors as the old one had broken off (our fault).Replacement does not fit into the rubber hole.Husband fitted it before he realised.Rubbish.What with Christmas and building work going on-have not got round to sorting it out.”

Helpful Report

Posted 8 years ago

“Wonderful service , the oak bi fold door are excellent quality and value for money when they are fitted they look a feature”

Helpful Report

Posted 8 years ago

“The delivery service was poor _ i was contacted by two different couriers both giving me a different date eventually having spoken to both companies and Vufold customer service i sorted out the confusion. I was told that the doors would be delivered between 7am and 12pm but they did not arrive until 22:00 on checking the boxes i was missing a pack and had to contact Vufold to arrange for delivery of the missing item. This was despatched to arrive with me on a Saturday and I had to wait in for the delivery. Having checked the doors in the packaging they appeared to be ok however my builder was unable to fit them when they arrived and i had to wait 2 weeks before he was in a position to do this and when the packaging was fully removed one of the doors was damaged - part of the oak veneer was split - Vufold said it looked as though the door had been dropped and were unable to do anything as it was outside the 7 days for inspection on delivery, they did agree to send me a cheque so that i could get a wood repair glue to bond the damaged part. I was missing several of the seals as well and Vufold agreed to send these but they did not arrive and i had to chase them again for these and they then sent them in the post. All in all quite a hassle to order the doors and receive the missing parts not the customer service i would expect. On this basis I would not recommend Vufold.”

Helpful Report

Posted 9 years ago

Thank you for taking the time to provide your feedback. We are very sorry to hear about the confusion relating to your delivery and also the fact that the delivery was late at night and a package was missing. We did send the missing pack the following working day but your order should have been complete on the initial delivery and we sincerely apologise for the inconvenience caused. As stated in the homeowners manual we provide to you on purchase, It is vital to check your order for any missing or damaged parts within 72 hours of receipt and before installation to ensure it can be established exactly when any damage occurred. Unfortunately the damage/missing items were reported well outside of this timescale and after installation. We did still assist in the repair of the damaged part and also agreed for the additional draft seals to be sent to you. The seals should have arrived more promptly and again we are sorry this was not the case. Thank you again for the time taken to provide your valued feedback. The issues you have raised have been investigated internally and action has been taken to, where possible, prevent them from happening in the future.

Posted 9 years ago


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Vufold Reviews