Name: EYG Home Improvements
Address: E Y G Window Centres, Wiltshire Road, Hull, Hull, EYG Home Improvements
Rating: 4.46

“We had a terrible experience with the installation basically our house was vandalised by the first installation team what they took out was far better than they installed. 2 doors 20 faults the rear door had to come out completely and refitted Second team got it right. I have paid in full but I still believe I should have had compensation for all the upset we have gone through . I have 20 photos and home camera video evidence of how badly the first installation team were”

Helpful Report

Posted 1 month ago

We are very sorry for the issues which you experienced, which we agree were not satisfactory. I understand all the issues have not been rectified to your satisfaction now, and we apologise for any inconvenience caused. Best wishes, Lisa

Posted 1 month ago

“Awful company. Would have given zero if the option was available. On all three jobs there were problems. The wrong bricks were delivered on the day they were required for the conservatory. This resulted in a delay whilst the right bricks were obtained. The plasterers were delayed twice, and we did not find this out until by chance on the day they were due. They made a mess of two jobs and were rude. They made a mess not only of the existing work but also in our garden. The plastering to the knock through for the patio doors was a disaster. Another plasterer had to rectify the problem. Both jobs had to be cleaned up. The third job involved a new front door. The wrong lock had been fitted during manufacture. Had to wait for the right part to be supplied and fitted. Communication was poor, and despite the efforts of some trades people that were good, there did not appear to be a company ethos of getting things right first time. Due to the delays and rectifications required the overall estimated time lines were way out. Some of the delays saw a wait of circa 2 weeks. Most were a week. It did not seem to bother the company about the stress and anxiety the problems and delays were causing us, their customers.”

Helpful Report

Posted 3 months ago

Thank you for your feedback. The bricks were to be matched to your existing property but unfortunately when they arrived on site from the builder’s merchant, our team realised the wrong ones had been sent. It is very rare for this to happen, but this of course meant we had to await a new delivery, and we did our best to ensure the delay was kept to a minimum. The plastering did need to be done a second time as we were unhappy with how it appeared. We always want to make sure everything is completed to the best standard, and a second plastering can sometimes be required following a knock through. With regards your new front door, the wrong lock was fitted during manufacture and we had to await a replacement. We appreciate your frustration at delays, but human error does occasionally put a spanner in the work of building projects. We have reviewed how this project went and our communication over some of these niggles should certainly have been better. We apologise for these delays in your project and understand your frustrations. We hope you now feel happy with our products. Best wishes Lisa.

Posted 3 months ago

“We chose EGY to replace our conservatory, windows and fit a garage door, but we really wish we hadn’t. Below are just some of the issues we experienced: - Working part days so job took longer than it was supposed to (only told it would not be finished at end of last day) - Not turning up when they said they would & not informing us that they wouldn’t be attending - Leaving potentially dangerous rubbish strewn around the garden - Using different fitters each day so we had to continually repeat ourselves and things weren’t finished to our preference - Being continually lied to, including to do with what could and couldn’t be done, types of fittings used and quality of finish - They used incorrect parts which needed replacing - The conservatory fitters were very noisy, disruptive and the job was finished to a poor standard - The conservatory floor has been badly damaged and needs replacing - The self-cleaning windows not only do not self-clean but are already permanently marked by bird poo. We are now left with lifelong cleaning costs at an increased rate due to how difficult some areas are to get to. The Management and colleagues that initially followed up recognised the poor work. So much so that after the initial time set to install the conservatory, we had 7 further visits to try and resolve the issues. In the end we told them that time would be the last, they still didn’t bother to do a good job. We are now left with either having to live with the bad finishes or pay for someone to re-do them. All this would be bad enough, but the attitude of the Director assigned to deal with our complaint has been disgusting. We received a blanket apology and were advised that due to company restructuring, this situation wouldn’t happen again, which I do not believe for a second after having to deal with him and his dismissive attitude. We listed many issues which were just ignored, hardly any of the issues (and none of the ongoing cost issues) were addressed. We were given information by their office regarding costs which turned out to be a lie, he didn’t even bother to apologise for that, just made excuses. We were assured by the Sales Rep that we would only pay once we were happy, yet another lie. Whilst they did give us a discount, the amount offered (and then some) will be swallowed up by replacing the damaged floor and having the poor workmanship re-done. That was the maximum they would offer, we had no option to agree as he just threaten us with court and demanded payment.”

Helpful Report

Posted 3 months ago

Thank you for leaving a review. We accept that, on this occasion, there were issues which needed resolving after the initial fitting, which we rectified following a site visit by sending out a new fitting team. Our fitters left that day with all issues resolved, and the work was approved by Mr Edwards. In recognition of not meeting our usual high installation standards from the start, we did offer what we believe to be a generous discount to compensate for any issues our team had been responsible for. We are sorry you feel this was still not enough, but this has been considered at great length by our directors, who remain confident we have done all we can as a business to resolve the issues and offer a substantial discount. We have an excellent track record of customer service, with many returning to us for more products following a highly positive experience, as our many five-star reviews prove. We are sorry that your experience of EYG was not one you were happy with. Kind regards, Lisa

Posted 3 months ago

“Made an appointment with sales team, they confirmed the appointment the day before. They didn’t bother turning up or contacting me, I had to ring them to be told they had cancelled the appointment. Incredibly poor service from start”

Helpful Report

Posted 6 months ago

“Not really, can't review until bad weather hits”

Helpful Report

Posted 6 months ago

We'd be happy to hear any comments about the process and service to date, and we are confident you will be very happy once the weather deteriorates. If you are a satisfied customer at that point, we'd be delighted if you'd revise your one-star rating as such. Best wishes, Lisa

Posted 6 months ago

“Second time that the two guys have done work for me fitting windows and doors great job each time.”

Helpful Report

Posted 6 months ago

Hi David, thank you for the lovely review, I am guessing you didn't mean to give us a one star rating considering your great feedback? We understand these things can be easily done! Thank you for your kind words, best wishes, Lisa

Posted 6 months ago

“Had two doors installed, both needed after fitting. The front door was dragging on the carpet, after a second visit to rectify this m a third visit was arranged Al seemed ok then then the hinges started squeaking. After 4 visits everything seems OK. But time will tell ! The worst thing is. Not one person has said sorry about this, I eventually got a discount but no apology”

Helpful Report

Posted 7 months ago

Good afternoon Brian. Thank you for your review. As you say we did encounter an initial issue with the front door installation due to a slope on the concrete step which did require some extra work following installation, however, we hope you are happy that - as we promise - we always return to put any issues right for our customers, which can sometimes become apparent a couple of days after fitting windows and doors. Hopefully all is well now, but if you do have an issue at any time, please get straight back in touch as we will be back to sort it - as that's what we do. Kind regards. Lisa.

Posted 7 months ago

“This company is a shambles. We decided to have our fascia boards and guttering replaced.In early May we were given a quote and accepted it. We were told it might be six weeks before they could start. Despite several phone calls over the summer they didn't give us a date when they could start. 18 weeks later we were told they still couldn't do the job. We are now going to have to find another company having wasted all summer and the good weather. Having to have the job done in the Winter is not what we had planned. What a truly dreadful company. Don't touch them with a barge pole!!!!”

Helpful Report

Posted 7 months ago

Mr Coles, we fully apologise for what happened in this case as the job should have been scheduled in and completed during the summer, after you had approved our quote. We pride ourselves on the excellent customer service we have provided for more than 50 years, so this incident has been investigated with all who handled your order, and processes have been reviewed at every stage. Again, we wish to apologise for letting you down. As a business we process hundreds of orders each and every month without any issue, so this was extremely unfortunate, but we appreciate very frustrating for you. We extend our apologies once again. Best wishes, Mr Waugh, Sales Director.

Posted 7 months ago

“The windows are nice, the installers lovely (I gave them a large tip), but I am upset by the fact the scaffolding is still on my property 10 days after the job was completed. I have been a good client; patient, paid the invoice promptly. But communications regarding removal of the scaffolding are ignored (I have emailed customer services 4 times). I have a demanding job and volunteer my time with the ambulance service in the evening to respond to critically ill patients. I like to sit on my patio after a particularly sad incident and reflect. But I can't do that now. I can't leave the bedroom window open in this heat as the scaffolding will violate my home insurance as my house is insecure. I can't understand why a company would treat a good client as an irrelevance, their home is simply a free storage yard for their scaffolding with no deadline to remove it. They don't need access to my property to get the scaffolding, it overhangs my neighbour's property and a pathway to the canal used by many people. It is never checked to confirm it is still safe as per HSE guidelines. I just want my lovely home back. Feeling completely defeated.”

Helpful Report

Posted 9 months ago

Thank you for your comment and feedback. We are very sorry that there was an issue and a delay with the removal of scaffolding from outside your property following the installation of your new windows by our team. We use a specialist external company to provide scaffolding for us on installation jobs where it is required to meet health and safety requirements, both for our staff and customers. Scaffolding is usually removed promptly after installations are completed, and should have been so in this case, but unfortunately this delay was out of our control. We raised the issue with the company who provide this service for us immediately. We offer our full apologies for the inconvenience and disruption caused.

Posted 8 months ago

“I URGE YOU TO AVOID THIS COMPANY LIKE THE PLAGUE. THEY HAVE BEEN UTTERLY INCOMPETENT FROM START TO FINISH. WINDOW HANDLES BROKE AND AFTER FIVE VISITS THEY STILL CAN'T GET THE RIGHT LENGTH BOLTS. MADE A TEMPORARY BODGE JOB OF ONE HANDLE AND NEVER FOLLOWED UP. WE HAVE CALLED MULTIPLE TIMES AND EVERYONE WE SPEAK TO BLAMES SOMEONE ELSE. COMPLETELY USELESS!!!”

Helpful Report

Posted 11 months ago

Hello Mr Stoten, we did review this name but we cannot find any details of having you a a customer, perhaps you ordered under as different name. Please email info@eyggroup.com with your details sow e can look into this for you, best wishes, Lisa

Posted 10 months ago

“Rolled up at 15.40 on Saturday looking to buy a new threshold seal for my EYG door. It's long out of warranty, had it replaced under warranty before but it never seemed to last long before failing so gave up till recent energy prices made it more important. Anyway checked online, saw they were open till 16:00, and rolled over with the original door seal in hand. Noticed the yard seemed to be deserted but at twenty minute before closing on a Saturday that's not a surprise. Went to the door, it wouldn't open. Locked. The lady inside told they were closed, I think that's what she told me anyway as I was lipreading through a closed door. I figured maybe the online info about opening hours had been wrong, it happens sometimes, but spotted the opening hours displayed on the window quite clearly saying Saturday and Sunday open till 4pm. I pointed at the hours written right there on the glass, she said something but I've no idea what as my lipreading isn't fantastic and evidently the soundproofing on those front doors is pretty good lol So the trip was a bit of a waste of time. Top marks for soundproofing on those double glazed doors but a big round zero for customer service.”

Helpful Report

Posted 1 year ago

Hello Martin, unfortunately our showroom had to close slightly earlier than advertised due to unforeseen circumstances, we do apologise. If you need anything else, our Stores department are open Monday to Friday 8-4 and will be happy to help with replacement items, best wishes, Lisa

Posted 1 year ago

“I cancelled my order within the 14 days cooling off period because I was unhappy with the pressurising sales techniques and high prices. Despite asking for my refund on the 14/09/23, I still have not received it 6 weeks later.”

Helpful Report

Posted 1 year ago

Good afternoon My Jayes, our apologies but this request had not made its way to the admin team so we are not sure who you notified, however, it has now been passed to the admin team and they will ensure the swift return of your deposit. Best wishes, Lisa

Posted 1 year ago

“Had new soffets and fascia's fitted a few years ago, installation crew were about to leave thinking job was finished and I pointed out that one end hadn't been done. Oops we forgot ... another 30 mins and job was done. First decent rain shower showed one of the gutters was not level. Booked a call out, waited 4 weeks, two lovely fitters arrived (father/daughter), shook his head saying "shoddy workmanship" and fixed the problem perfectly together with several ill-fitted gutter clips which were under huge strain. Then the nightmare began .... "cold calling" .... first actually asking if we wanted soffets and fascia's fitting ! ... 2 or 3 weeks later, same call again. We politely asked if we could be removed from their list but they just keep on calling. Literally, just now received yet another call. "Lucy" said she will leave a note for her boss in the morning. Not sure what is needed to get our telephone number removed from their list because asking politely definitely is NOT working.”

Helpful Report

Posted 2 years ago

Hello, thank you for your feedback and we apologise the original fitters left a part unfinished but glad to hear this has now been fixed. Regarding the cold calling, you can request we remove your details on our database by emailing info@eyggroup.com. Unfortunately, when this is requested by branch staff or telesales staff directly, the message might not reach our head office IT team, who would do this. By emailing us, this should prevent further calls. Best wishes, Lisa

Posted 2 years ago

“Got a living room a two bedroom windows to replace council windows I have had in for 23 years, told sales man needed better sound proofing because I live opposite a school. Not a problem he said our windows have great sound proofing, who are they kidding there worse than the old windows there like single glazed windows, had fitters out twice first looked at hinges on side window 10 minutes later he was gone second fitter came looked at windows took off cover strip and filled small part off sill . He said it could be the product they will ring me and left nothing has happened windows still bad,I’ve emailed them more than once no reply. I’ve had 2 different window companies trying to sell me windows I tell them no because off the trouble I’ve had , both sales men have looked at the windows and came in to the house they couldn’t believe how noisy it was and both said windows not made properly or not installed properly and to get in touch with trading standards that is what I’m going to do . Please think twice before buying windows from eyg.”

Helpful Report

Posted 2 years ago

Mr Gibbins, we are sorry to hear that you are not happy and would like to speak to you regarding your installation, as this is something that is an unfamiliar scenario, and not a complaint we are familiar with regarding the quality of our acoustic windows. Could you please get in touch by emailing l.baxter@eyggroup.com so we can look into this and contact you. Best wishes, Lisa

Posted 2 years ago

“Customer service? I place an order for a new composite door early September. Still waiting installation. Hope the product quality is much better”

Helpful Report

Posted 2 years ago

“We invited your company into our home to quote for a garden room. Your sales rep attended and measured up. He assured us he would provide a quote for the room within 3 days. No contact. I spoke to your reception who said the rep had left the office but he would email. There has been no contact. Shocking service. Very disappointed having previously been EYG customer”

Helpful Report

Posted 2 years ago

I am terribly sorry, this is absolutely not the level of service we expect from our sales staff. I have private messaged you for more details so that we can investigate. If you would still like to pursue your quote I can ask the sales manager to get in touch but understand if this is no longer the case. Once again, we apologise for this shortfall in service. Best wishes, Lisa

Posted 2 years ago

“My son had a quote for replacement windows but when he agreed a short while after getting the quote he was told the guy who gave the quote had been sacked for quoting too low a price and then said would be an additional two grand! The original quote was on par with a similar company! I thought a quote was a legally binding agreement on price! Shame on you!”

Helpful Report

Posted 2 years ago

Hello Dawn, I have looked into this for you, and you are right in that we had a sales representative who no longer works with us as he didn't meet our high standards in terms of knowledge of products and pricing and had made some mistakes which is not the level of service we expect and require from our staff. In terms of being legally-binding, in our Terms and Conditions, contracts are legally binding from the point of having been surveyed. As this had not been surveyed, this was not yet legally-binding. I am sorry your son had an unfortunate experience, but this should not happen again. Best wishes, Lisa

Posted 2 years ago

“How can you display a picture of the queen lower your flag and open on the funeral day! the roads are deserted you must be the only place open how disrespectful won't be using you again EVER”

Helpful Report

Posted 2 years ago

Mr Welburn, we appreciate it's a highly sensitive and emotive issue, but very unfortunately we have legal and contractual obligations to our domestic and commercial customers and after lengthy discussions, we took the incredibly difficult decision to continue manufacturing for this purpose alone. All our sales and marketing operations have been paused for 24 hours, out of respect for the Queen. Staff have been given an extended two-hour break in the factory and offices, and we have made available a large screen for them to view the proceedings. We are very sorry you feel this way but completely respect your point of view.

Posted 2 years ago

“Hi I have just been informed by my bofreind that you are open on 19th September it is the queen's funeral have some respect for your staff this is a disgraceful company to work. Me and my boyfreind had plans for the day with the kids for the funeral as it is a once in life time opportunity and your open I'm shocked. No shops ard open on this day so hope your going to provide for his dinner”

Helpful Report

Posted 2 years ago

Thank you for your feedback. We are continuing with our manufacturing processes as we have legal obligations to abide by, which we are unable to forfeit. In addition, some customers have indicated they wish their installations to go ahead as they have booked time off work and other trades to fit in with the work, and we don’t want to let them down. All our sales and marketing staff are ceasing their normal work that day, and we will not be contacting customers. We are doing everything we can as a business to mark this sad and solemn occasion while fulfilling our legal and contractual obligations, and a lot of thought and discussion has taken place. This is not a decision we have taken lightly and was a result of some very difficult discussions and balancing the needs of our customers with the wishes of our staff.

Posted 2 years ago

Thank you for your feedback. We are continuing with our manufacturing processes as we have legal obligations to abide by, which we are unable to forfeit. In addition, some customers have indicated they wish their installations to go ahead as they have booked time off work and other trades to fit in with the work, and we don’t want to let them down. All our sales and marketing staff are ceasing their normal work that day, and we will not be contacting customers. We are doing everything we can as a business to mark this sad and solemn occasion while fulfilling our legal and contractual obligations, and a lot of thought and discussion has taken place. This is not a decision we have taken lightly and was a result of some very difficult discussions and balancing the needs of our customers with the wishes of our staff.

Posted 2 years ago

“You might as well take the Queen head of this page. You have no morals or respect for your staff at all just pure greed the only company in hull to stay open on the queen's funeral my husband has to work on the queen's funeral while the director goes travelling to London absoultly shocking company to work for disgusting!!!!”

Helpful Report

Posted 2 years ago

Thank you for your feedback. We are continuing with our manufacturing processes as we have legal obligations to abide by, which we are unable to forfeit. In addition, some customers have indicated they wish their installations to go ahead as they have booked time off work and other trades to fit in with the work, and we don’t want to let them down. All our sales and marketing staff are ceasing their normal work that day, and we will not be contacting customers. We are doing everything we can as a business to mark this sad and solemn occasion while fulfilling our legal and contractual obligations, and a lot of thought and discussion has taken place. This is not a decision we have taken lightly and was a result of some very difficult discussions and balancing the needs of our customers with the wishes of our staff. There are no directors travelling to London for the funeral, and they will be at work as normal, unless they have chosen to take a day’s holiday, which is the same for all staff.

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Own Driver
On-time Delivery	99%
Accurate And Undamaged Orders	Greater than 93%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.3 out of 5

EYG Home Improvements Reviews