"I had new windows and doors fitted this…"

I had new windows and doors fitted this month . Excellent job done . The two window fitters who did the job were very professional. There names are Rowan and Chris . I am very happy with the products and the installation would recommend the company and especially Rowan and Chris for there workmanship.

"Still waiting for installation date"

We ordered our windows and door in May 2022 and paid a deposit. We are still waiting for the installation date. The customer service and communication is appalling, messages are ignored and phone calls rarely returned. I left a message for Darren to contact me last Friday, it is now the following Thursday, i have left another message this morning .... still waiting. If the quality of the windows and the installation is anything like the customer service, I fear this won't end well, I think the best thing I can do now is cancel.

"Great result for difficult job!"

Malbern fitted 8 windows and a bespoke custom made door to the front of our 200 year old cottage. Wasn’t an easy job as all thick stone walls that are all over the place. They did a great job and in a timely manner and hardly any mess. We have since had them back to fit a stable door on the back of the house. Great job, very happy with their work

"Malbern engineer a credit to his company and himself"

The engineer called us 20 minutes before his arrival to let us know he was on his way to us. He replaced the handle on our back door and he even adjusted our front door so as to make it more draught proof and fitting snugly in its frame. He was very pleasant and a credit to his company.

"Highly recommend"

Highly recommend! 10/10!

Sadly, my door glass failed due to a manufactures fault. I Contacted Malbern straightaway, unfortunately I lost my contract number so they couldn’t locate my details.

I received an email from Katie who went above and beyond! We originally got our house fitted by Malbern around 3 years ago! Katie managed to find the contract number and passed the details of the fault on to the manufacture. I can’t recommend Katie enough!
Honestly the hours spend trying to sort this has been truly amazing credit to the team!

The owner Darren contacted me, who managed to sort a new door out for me & speed up the process!

Today James the fitter came around and fitted the new door! He did an amazing job and a clean install. Thanks James!

I can’t recommend Malbern enough! The aftercare 3 years later has been amazing. Honestly the people here go above and beyond. A credit to all the team! Customer satisfaction guaranteed before & after! Once again thank you for swiftly resolving the issue.

"Warranty issue with some handles a a…"

Warranty issue with some handles a a window stuck shut. Very quick response form Malbern and successfully resolved and put right within days. Excellent communication, will use again and recommend to anyone

"I WAS very happy after having a front…"

I WAS very happy after having a front door fitted in October 2018 by Malbern Windows until May this year when I reported a fault to the trim around the two window cassettes. Each window trim, both internal and external had come loose causing gaps. I Agreed an appointment date with Katie for 19 July, for their fitter to attend on a day I knew I would be available to oversee the work, he arrived 12 days early on 07 July. I had explained to Katie previously that I worked in the office every morning but worked from home in the afternoons. On the day the fitter attended, I was at my computer in an important meeting via Teams which I could not leave. My husband had opened the door to the fitter but he unfortunately has brain damage after being ventilated in intensive care last year and so unable to deal with matters as he once would have and left him to do what he had to do.

I could hear loud, forceful banging and stupidly imagined that was something he had to do to set the trims back in place. That night, I could not lock my door properly. I wondered if the door had swollen slightly due to the hot weather but this continued and later found my door was misaligned, with the top of the door not flush with the bottom of the door when closed. In order for me to lock the door, I had to lift the handle, at the same time pull the door with force so as to allow the door handle to lift to allow the key to turn. In the light of day, I noticed the fitter had also siliconed the trims in place, not the look I wanted.

I emailed Katie asking for a manager to attend to discuss how this matter would be rectified. Another date was agreed but instead of a manager attending, Katie had sent back the same fitter, James. As I had never met James before, I asked if he was a manager, he confirmed he was the fitter whose actioned I had reason to complain about. I told him I had asked for a manager, to which he replied, that’s not going to happen. Well, seems he was right.
I emailed Katie on 11 08 and received a poor grammatical response 5 days later which blamed me for wasting James’ time, which could have been utilised for other customers and advising me that James was an “experienced fitter, with lots of experience”. That because I had refused James’ visit she could not arrange for him to re attend and had passed my email to a member of the management team as I had requested on 11 08. However, then ended her response that she could arrange for James’ return for a final time if I wanted.

No apologies for wasting MY time by sending James after I had specifically asked for a manager. Or, for sending him 12 days early for his initial visit. Katie also implied in her response that James had confirmed the silicone was very neat and there was no problem engaging the door, therefore no faults had been reported back. So, that’s ok, what I was complaining about was of no consequence.

Three weeks ago, following several emails whereby I was repeatedly assured my complaint had been referred to management I did receive a telephone call from Katie. This came after I had pointed out I had found I had been included in her emails to “management” which were not intended to be seen by me. I also pointed out that I had read some responses to customers whose complaints had been recorded on Trustpilot which are disgusting.

Too be honest, Katie did apologise for her previous response and the errors of me being included in her forwarded emails. However, I got the impression that as a “ Complaints Manager” she has no influence when complaints have to be escalated. It seems management had repeatedly ignored her requests to contact me. Also, Malbern Windows do not appear to have a complaints procedure which would assure customers whilst considering engaging their services. However, that said, after my telephone conversation with Katie there was a glimmer of hope when she gave me the name of a manager who was going to contact me, Lynsey. Sure enough, several minutes after ending my telephone conversation, Lynsey contacted me. Lynsey promised a call back 2 weeks ago to arrange an appointment, that call never came. I gave Lynsey the benefit of doubt that I may have missed her call but as my phone is linked to my work computer system every telephone number, voicemail or text is recorded on a day by day basis.

Following my experience with this company I conclude that they jump through hoops to get your money but as soon as there is a problem, niceties and professionalism is none existent.

Malbern Windows is a back street set up who would not know customer service if they trod in their own manure.

They can be relieved to know that I shall not be contacting them again as I have engaged the services of a reputable company to replace all my existing windows and install a conservatory. As a favour, they are going to put right James’ poor work.

"Planned visit from Malbern windows"

Planned visit from Malbern windows, Phil Holt very professional and friendly throughout the visit. He was able to answer all our queries fully. Very happy with the quote and looking forward to having our new fire door fitte

"Excellent Windows/Doors - very happy"

Chris visited to provide me a quote for a conversatory and new windows/doors. Very non-pushy salesman which I highly appreciated and understood I needed time to think through my options (much unlike other companies who came to quote and made me feel awkward). Chris gave great advice and it was never too much trouble to respond to my requests for adjustments and documents needed for my leaseholder approval.

So far I have had the windows and doors fitted. My fitter Gareth was excellent throughout and I could not fault a single thing he did. He worked diligently and to a very high standard. The fitting and sealing is 100%.

He took time to walk around with me checking I was happy with everything, and promptly sorted a couple of minor snagging issues such as the front door needing a slight adjustment so that when it was pushed to the latch clicked in to hold the door shut.

Gareth even came back the day after fitting was completed to kindly attach my alarm sensor to the front door and put my electric doorbell push button back on, which I am aware was my responsibility but demonstrates his attention to detail and going the extra mile.

Overall, very very impressed and the new windows and doors are spot-on!

Looking forward to the conservatory next...

"I would advise people to look elsewhere…"

I would advise people to look elsewhere if they need windows or doors. I had a surveyor come out and measure up in February and they have only just completed the job (September) every time a fitter came out to fit the windows, they were not happy to go ahead as they said they hadn't been measured properly. The communication was poor and the attitude of some staff was also very poor. I ended up agreeing to having the windows fitted at a reduced price because I was weary of the ongoing issue. However I would rather have paid full wack for windows that look like they fit properly. They had to use several containers of filler to had the gaps and it doesn't look great. I'm currently having bifold doors fitted at the back and I also need a new front door. Even if Malbern were giving them away free I wouldn't have them.