Double Glazing in Essex Kent Hertfordshire Smiths Glass

2.7 / 5

Double Glazing in Essex Kent Hertfordshire Smiths Glass

2.7 Poor
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2.7 / 5

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1.6

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1

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5

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4.5

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Based on 925 reviews

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2.7

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25 reviews

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880 reviews

Smithsltd.co.uk Review

Double glazing and home improvement company in the South East

Smithsltd.co.uk Customer Service Contacts

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Last update: Tue, Sep 7, 2021 2:32 AM

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Smithsltd.co.uk Reviews & Complaints (20)

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customer service 1 /5

Avoid ! Avoid!!! Very disappointing. Our conservatory was completed in October and we found it was leaking at two places from under the boxgutter . We have been chasing them for the past three weeks and nothing has been sorted till date. A few times we called, was spoken to very arrogantly and rudely by a person called Paul who would end up either shouting at my partner or hanging up . He has a very appalling client management skills and very rude. I just want someone to sort out this mess so we can just finish dealing with this company. Would not recommend Smith’s ltd, Basildon, to anyone. I really hope the said person is given further client management and communication training. No one takes responsibility for the problem and we have had to deal with very bad communication from the beginning as we had to chase them at each part of the built as no one tells you what is happening! We have yet to receive the completion documents and fensa certificate. Very worried where this is headed and about the future help if needed!!!
1

1 year ago

review by R. R.

Very disappointing. Our conservatory was completed in October and we found it was leaking at two places from under the boxgutter . We have been chasing them for the past three weeks and nothing has been sorted till date. A few times we called, was spoken to very arrogantly and rudely by a person called Paul who would end up either shouting at my partner or hanging up . He has a very appalling client management skills and very rude. I just want someone to sort out this mess so we can just finish dealing with this company. Would not recommend Smith’s ltd, Basildon, to anyone. I really hope the said person is given further client management and communication training. No one takes responsibility for the problem and we have had to deal with very bad communication from the beginning as we had to chase them at each part of the built as no one tells you what is happening! We have yet to receive the completion documents and fensa certificate. Very worried where this is headed and about the future help if needed!!!
1

1 year ago

review by O. G.

Awful. We had our windows replaced in 2012 by this company. Around 30 to 40 window units have since had the seals blown which leads to condensation on the inside of the unit. Not ideal by any standards but at least covered by a ten year warranty. Until today, when they advised me that they have a 5 year warranty for this particular complaint and I would no longer be covered. I was told I had to pay for the new units myself to continue. I disputed this and told them that the contract that I signed was different and did in fact state 10 years as cover. I have a copy to hand. The service manager told me he would in no way honour it. If this type of issue only had a 5 year cover why is it that I have had replacements for 8 years at no cost? The Manager (Paul) was extremely rude and failed to even acknowledge the contact that I have in place under which the warranty is valid for another 2 years. Please do not have any dealings with this company. They are have not honoured their contract.
1

1 year ago

review by S. U.

I had the company view my property for work. They were too expensive so I declined. I am now constantly harassed by them via phone calls that I’ve had to block their number. They now call on withheld. Yesterday I had 40 plus calls. Today it’s getting close to that. The sales man is too pressuring. A more vulnerable person would’ve given in. I will never do business with this company even if they offered the work for free
1

1 year ago

review by Masuma

We had all windows and doors replaced last year and were persuaded that we would have a year to pay it all without interest charges, but if we didn't pay within the year it would automatically turn into a 10 year loan. We signed the order on that basis only to find that when we pay it off after 10 months we are charged by the finance company. Smiths set up a different loan costing us nearly £500 in interest. It seems they will tell you anything to get you to sign, but then do something completely different. I would avoid this company completely.
1

1 year ago

review by Q. S.

This company does not stick to its promised 10 year guarantee. I would seriously urge anyone thinking of using this company to steer clear. The customer service and after sales is appalling. My Conservatory is not yet 10 years old and they refuse to honour my guarantee. Essex Cowboys is the word that comes to mind
1

1 year ago

review by E. F.

#customer service(1/5)

After 6 years smith conservatory 6 call outs first fitting a non tough glass it was replaced then out another wrong unit replaced again . The the frenchdoor problem 6 times need all new hinges. Door s not fitted properly. Then this as done in nov19 now unit as shattered on its own. Which must be faulty. They won’t cover it. And fenca does not cover conservatory . Dont use
1

1 year ago

review by Mr walter

Avoid avoid avoid, and if tempted, avoid. Threaten to take away glad and doors as final balance wasnt paid. However it was due to be paid on completion, and a leaking roof is not a completed job. Oh, and the guarantee? Worthless. They only need to come and fix a window handle, but no response, at all. Emails phone calls, all resulting in nothing. Court Action has been initiated against them.
1

1 year ago

review by H. C.

This company have disgraceful after sales service. I have been trying repeatedly to contact their service department to repair some windows (under warranty). Never a response. They have no service phone number, a service email address that bounces back (dodgy) and only an online form to fill in.....which never get's a reply. Your only other option is to risk phoning their sales/enquiries team who will then keep ringing you to sell you something. I never did receive a FENSA certificate from them either. My installation may have been 9 years ago, but their warranty is for 10 years! I was eventually fobbed off and told they would not fix any of my windows (without even looking at the faults) and just sent me their T & Cs. Their T & Cs state the following: “..we will replace or repair any defective part at no cost.” - this clearly indicates if there is a part that is defective (ie - not working properly) then you will repair or replace this. “Locks, hinges, letterboxes etc are covered by this guarantee” - Without inspection how would you know if one of my hinges are not defective? Your T & Cs are also vague with the stated term of 'etc'. This will be interpreted as any other mechanical component as you have not stated otherwise in your terms. Your T & Cs also state: “the company will not accept liability for general wear and tear or misuse, defects would normally be deemed to appear within one year of installation.” - in which case you are implying that any defect I am experiencing must 1) be expected of your products to appear within one year; or 2) assumed to be misuse. In which case, you would fully accept a window of yours not to shut properly within the first year of installation. An absolute cowboy company with a worthless 10 year warranty. Do not use.
1

1 year ago

review by M

Tried to convince me to buy a new door. After calling multiple times I eventually gave in and agreed to a quotation when they had a “sale event”. Representative didn’t show up! The company blamed a few rogue employees. I was then called repeatedly and after complaining, asking to be taken off lists and telling them I’ve done the work already, I’ve continued to have over 30 calls over the last two years. I even had an apology from a “director” who said I would never hear from them again but that was last year and the harassment continues. Latest caller today said I should have been asked to email the marketing team because they don’t have the power to take me off any lists. Tried the email address but it just bounced back. I’m going to take this harassment further. Definitely the worst company I’ve ever had to deal with, who I never wanted to have anything to do with in the first place!
1

1 year ago

review by Patrick

We purchased a conservatory with a "10 year guarantee", only to discover this guarantee is fairly worthless when anything goes wrong. Last year the door of the conservatory broke, it would no longer lock. Smiths refused to help, saying moving parts were not covered. Yesterday one of the windows spontaneously shattered. It was not hit by anything, it just popped. Presumably related to the heat, as the conservatory gets very hot on any sunny day and its been a record breaking hot August. Smith again refused to help, saying the glass is not covered. Further, they are now saying I need to pay them £320 to fix the window. I have received a quote elsewhere that says they can do it for £120, but Smiths said if I use anyone else they will invalidate my 10 guarantee. The vast majority of the conservatory is glass or moving parts, so basically very little is actually covered. In addition, their customer service is terrible. Last year it took me a very long time to get a response. This year, whilst I received a response very quickly, it came just short of calling me a liar.
1

1 year ago

review by W. Q.

#customer service(1/5)

As with almost every review on here this company is a joke. Avoid like the plague. Conservatory is leaking and in heavy rain it’s very bad. I have sent 4 emails as COVID seems to have disabled their ability to answer the telephone. This was all due to Be fixed until it was sudden 2 man job. Then no sight or sound if anyone. I was told they were concentrating on getting their customer ratings up as they had such a bad reputation. I’m guessing they’ve given up with that as well as answering their phones. Disgusting is an understatement. Even if they replied by email saying they wld be in touch it wouldn’t be quite so bad. I think going to the press is the next stage with this !!
1

1 year ago

review by Very dissatisfied

Over the moon with the work done for me by Smiths, My parents recommended them to me after they had their windows done and I didn't hesitate, the workmanship is great and all the people I have dealt with have been exceptional. Brilliant company and experience.
5

1 year ago

review by Mr Clacton

Why won’t you stick to your 10 year guarantee? As you can see the photograph below does not mention anything to do with not replacing blown windows. I would like an explanation as to why you are refusing to replace my window I will be taking this further if I don’t get a full explanation
1

1 year ago

review by Anthony

Hi gave paid my deposit to have my conservatory fitted today and no one has shown up . I have sent numerous emails before to confirm and has not had a reply. I have taken time off to facilitate this . Your customer service is appalling
1

1 year ago

review by Janine Padmore

#customer service(1/5)

Really happy with the work done for me and I would use them again, office staff were polite and helpful and although I understand they are working from home I was always called back after my emails within a few hours. Would recommend
5

1 year ago

review by P. U.

Awful place to work! Full of incompetent staff, weird work ethics & zero customer service. What a shambles. Only an idiot would purchase from this company. Read their responses to their google reviews. Says it all. Pathetic!
1

1 year ago

review by W. I.

#customer service(1/5)

Like the others below I have been trying to get doors repaired under guarantee but they are using excuse of COVID to avoid contacting. However, I have raised new sales requests and have had calls back within an hour. Smiths were a company who did loads of advertising everywhere unit you hardly see them so I suspect they must have financial problems. Avoid like the plague.
1

1 year ago

review by K. Q.

I got two windows fitted earlier this month. Very bad service all the way. a) The sales person Luke promised everyone at Smiths are employees including window fitters. This was a big lie, the person who fitted my windows was a contractor/freelancer. b) The person who booked in my installation date over the phone was very unpolite and rude. It made me feel they just want to the job done not worrying whether it was OK with the customer. c) The windows fitter was very worst experience. Very rude,unprofessional and went on doing what he wanted to do, whenever I said something he would say its OK. He used the F word couple of times when I was showing the dirt on the windows. The windows supplied were atleast an inch small both sides, this fitter should have used properly packing foam but he said her forgot in his earlier job and just filled the big gaps with silicon. The windows are still very cold and sweaty all night. I strongly feel these windows have to be redone. NEVER EVERY RECOMMEND THIS COMPANY TO ANYONE....THEY LIE, ARE VERY RUDE AND UNPROFSSIONAL.
3

1 year ago

review by Deleted User

We had our new windows & doors installed in June 2019. After initial installation I was very impressed with the way they were installed; I was expecting to have to re-plaster and decorate around the windows, etc, but the lack of re-work/decorating was pretty much zero. The installer was very neat and left no mess. The windows look great. At this point I would have very happily recommended them. I’m not naive to understand that with an installation of this size, there are not going to be some post-installation issues. We had the wrong door handle installed on the outside of the patio door; the patio door is not aligned, so does not close properly and a couple of window sills were not replaced. It took 3 visits to get the correct handle fitted and the installer knew nothing about the door not closing properly. It's now taken a dozen calls (when you can get through) and 2 reports have been generated about the outstanding issues, but still no date given for fixing. The post-installation team are dreadful and don't seem to have a clue what is going on. We have now called again to find out when repairs will be carried out. Two hours holding on the phone to be told, yet again, we'll call you back (they never do). Asking if they have a complaints process, was told no and they hung up. If you want good after sales care DO NOT USE THIS COMPANY.
3

1 year ago

review by Martyn Brinton

Smithsltd.co.uk Review

Double glazing and home improvement company in the South East

Smithsltd.co.uk Customer Service Contacts

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