“It was a series of disasters: the front door was measured wrongly so had to be re-ordered, causing an extra 3 week wait; there were rust spots on the window frame; the window was fitted incorrectly, to name but a few.”
Verified by Staff
– Customer in Brighton ( 1 ) 25 October 2018
Response from Brighton Trade Windows Ltd:
This feedback is not in line with the overwhelmingly positive feedback we normally receive and is, in our opinion, a little unfair, in particular the scores. Whilst it is accurate to state that a few problems arose, they were acknowledged and dealt with as soon as possible. We agree the front door was incorrectly measured. This was an error on our part but is a hazard of our industry and very rarely the ‘human error’ element is evident. We re-ordered immediately and this was manufactured as soon as possible. This caused a delay for which an apology was made and new date booked in at the customer’s convenience. The spots on one of the windows were small particles that appeared during the manufacturing process of the uPVC. Once identified, these were made and replaced.
The window fitted incorrectly had a small piece of debris between the cill and the frame lifting it slightly at one end. Again, we removed and refitted. We are extremely proud of our good reputation based on 20 years of installations. Negative feedback is of value in as much as it helps us to avoid the reoccurrence of similar circumstances in the future. We are disappointed this customer has not had the positive experience we strive for, but feel that the problems were not insurmountable, were dealt with as promptly as possible and don’t accurately warrant the particularly low scores.