External Doors Online Bewertungen 116

Initially delighted with the ordering service and the door itself. First time it rained, water was pouring through the door panel below the glass unit. Customer service has been appalling so far. External doors initially very dismissive of our video footage of water coming through the door, advising us to 'just seal it'. When pushed back to them that it is not for customer to remedy a manufacturing fault, they offered to send a technician from Future Products Limited to examine the door. Good, you might think, until we were asked to sign an agreement to pay a £50 hourly rate for travelling time and attendance at the property together with 90p per mile travelling costs if the technician deemed it not to be their fault. Company in south England, we live in South West Scotland, potentially looking at in addition to the £2,300 paid for the door, an additional £1000 cost risk if technician disputes the fault and we have to recompence their costs. Consumer rights are being denied, access to refund or rectification should not be inhibited by seller and clearly this is a breach. Would not recommend using this company unless you have time and money to burn. Retrospectively we have found this is not an isolated case, many reviews reveal a similar issue with water pouring through the door when it rains. My advice to you is go with a reputable company, you will see from previous reviews that this is not one of them. If this company remedy this issue within 14 days I will retract this review as prior to this, everything was of a high standard and we were delighted with our purchase and the buying experience.

If you're an expert in ordering external doors, then maybe you'll get away with using this company. Anyone else should steer well clear and find an alternative provider. The information supplied throughout the website, during the custom design stages and the ordering process is totally inadequate, bordering on non-existent. If you want clear guidance on measuring, cill choices, vent options, master door orientation and other crucial factors for your order, you won't find it here. We ended up with unsuitable doors which will cost thousands to rectify all because External Doors Online won't do the basic work to ensure clear information and guidance is supplied for their products to help customers order suitable items. Customer service before, during and after the order was a total fail as well. Just go elsewhere and save yourself the hassle and expense.

I ordered a door that was clearly designed online to have the keyhole and spyhole aligned at the same height. However, the door I received had the spyhole positioned 200mm higher than the keyhole, meaning I can’t install my accessories as intended.

The company denied responsibility, claiming the online design tool is “for illustration purposes only” — something that was never stated when designing on my phone. They repeatedly insisted that the standard spyhole height is 1600mm, even though the standard range is actually between 1500–1650mm. Had they followed the design I submitted, they could have placed the spyhole at 1500mm and aligned the keyhole accordingly.

Even the manager initially agreed with me over the phone, but changed her stance after speaking with the production team.

I do not recommend this company. If what you design online doesn’t reflect what you receive, the design tool is essentially pointless.

Lovely sash window, and great customer service by Becca. Will use again.

Ordered 4 composite doors at the beginning of December (around £5.5k in total) and were delivered the beginning/middle of January. All 4 doors had issues ranging from being painted the wrong colour, being poorly painted, not conforming to the required specifications, and clearly being scratched during manufacture - and being touched up with paint to disguise this. Nowhere near a satisfactory level of quality given the price.

Unfortunately the level of customer service was atrocious when dealing with these issues. Staff seemed to be more interested in the ‘quick’ solution rather than the correct one.
These ‘quick’ options ranged from being sent a remake of just the door slab (meaning we’d have to remove the old one from the frame and rehang the new one - causing effort and expense on our part) rather than a full remake, and just more touch up paint for the scratches. We weren’t willing to accept this given the circumstances.

We were also concerned, given comments made by staff, that remakes would also have quality issues. Some of the doors (smooth composite) were described as “very fragile” and that the poor paint job was more likely to show as the imperfections couldn’t be hidden as successfully without a wood grain effect.

Given this we requested a full refund for 3 of the doors and a full remake of 1 (though we ended up with a just a remake of the door slab despite previously rejecting this - though we did receive a partial refund to address this). This required far too much effort to achieve; causing stress, worry, and a large impact to my health (I’m disabled).

During this I was concerned by two statements provided by staff about my legal consumer rights. One stated that their obligation only extends to fulfil the order of a bespoke product. This is completely inaccurate, the doors have to be of satisfactory quality and if they are not the consumer has the right to reject them - not just accept a replacement.
Another member of staff stated that this right to reject is nullified if the doors had been installed (one had been as the quality issues were not identified until afterwards). This is also wrong - as confirmed to me by Citizens Advice. I am not particularly surprised about this apparent lack of awareness of consumer law given that their T&Cs still refer to the Sales of Goods Act 1979 and not the Consumer Rights Act 2015 that replaced it.

I feel that the only reason I was able to receive the refunds I was entitled to is because I had full knowledge of my legal rights, was unwilling to accept poor quality products, and pushed back at attempts to deny me my rights (had to reiterate them multiple times).

Staff made this process much more difficult, and I would advise that you avoid ordering from them in case there are similar issues!

Avoid this doors by all means. I had an awful and expensive experience with this doors.
The quality of the doors is average. I have paid 2000£ for the doors but because of all the issues that they came with and after 4 months of delay since the order was placed the doors ended costing me around 3500£.
Long story short I have receive a wrong Master door and after few forward and backward discussions with Imogen and Becca from customer service I got the response that the Master doors sash was wrongly build and they will send me an Master doors sash replacement. After another 4 weeks wait I receive the sash without the locking mechanism and two of the glass beads. Then I had to rebuild the new sash myself taking all the necessary parts from the old one. After another 2 weeks wait I have received the missing glass beads for the new sash.
In the end after 4 months I finally have an working French door to my new rear extension.

Becca and Corrine first class customer service. Whether by phone or email, immediate answers to queries, changes and problems. Ok, so I couldn't get the hinge colour but they immediately gave alternatives. Ok there was a tiny chip on the door, tiny but a touch in paint was despatched. No quibble, no photos. The phone did not ring out immediate answer to the right person. Email response as soon as you like. My fitter said this is the best quality door he has fitted. I don't know how big they are but they are unbeatable value and all the trades cannot match!! Great.

Great service from a great company!!! Could not be happier with the service I have received. Every member of staff I spoke to was lovely and ready to help with my order. Thoroughly recommend

What a lovely team. They really sorted me out after I miss measured the dimensions for my windows. They went the extra mile to help me get the project back on track. Thank you.

I wasn't 100 percent sure with ordering online such a big purchase but after speaking to the sales lady and numerous emails everything seemed to be addressed promptly,Needless to say I am delighted with my doors they look fantastic and the fitter confirmed they were really good quality doors,many thanks again to the sales team

5 star experiencing ordering my door a couple of weeks ago, no complaints, brilliant customer service!

Corrine helped us from start to finish an excellent all round experience

Couldn't recommend this company enough! Their customer service is next level and more than should ever be expected. As being a nervous person myself having to speak over the telephone, I spoke to an extremely helpful person who not only answered all my questions but explained everything in perfect detail and I honestly could not praise them enough. 5* for all recieved and will most definitely be recommending this service to all my friends and family!

very helpful staff..spoke to a lovely lady who went above and beyond to help, polite and professional attitude, thank you

What should have been probably a stressful task new windows and doors but it surprising easy, I have been quoted elsewhere and it was a hi bye experience. But not with external doors, everyone was friendly and helpful, mostly dealt with a lady Corrine who nothing was to much for her to do… amazing customer service just need the hubby to approve and we will be ordering!

What can I say! What I thought would be a daunting process turned out to be so easy, thanks to the wonderful lady in customer service. From ordering my doors and windows to the aftersales support, the service has been second to none. Thank you for making the whole experience so personal and friendly!

Just like to say Corrine was most helpful, with the answers I required. Would ask for again when needing help.

Amazing customer service experience, Corrine was fantastic and responsive to getting my initial quote sorted. Kept fully in the loop with every aspect following from the order and couldn't be happier with the door.

Big thanks to corrine thynne for sorting out the problem I had with my door 5 star

This was the first time I'd used these guys and the whole experience was so easy. Design your door online , order and pay, and as a Yorkshireman I do my my homework regarding price and they were very competitive, in fact the cheapest which is always a worry but fear not. The door is good quality and the level of service second to non, a lovely girl called Becca kept me informed about progress and even brought the delivery day forward from a Monday to the Friday so I could fit it that weekend at my request.
Thank-you all the team at External doors online x