"Terrible Customer Service"

So, 18 months ago we had 5 windows replaced by
Malbern, in the last few days the bathroom window lock broke meaning we couldn’t open the window. Wasn’t user error it just wouldn’t open. After doing some research I’m not the first to encounter this problem. the handles aren’t as robust as they should be and after a certain amount of time they break, and you cannot open the window. The handle will not move to open the window. The heat when using the shower is intense as we are unable to open the window to let out the steam. I have contacted
Malbern and the response I got was utterly disgraceful! They told me I would have to pay £45 call out and £25 for the part. I asked, under the current circumstances, could they show a gesture of good will and sort the lock/handle out for me. The last response I got from Malbern was, this is non negotiable from senior management and I would have to pay to get it fixed. I’m now stuck with the prospect of having to pay a contractor to come out and charge a ridiculous price for a job Malbern could have done as a gesture of good will and boosted their customer service profile. Thanks for nothing Malbern. If you want a recommendation for windows, use someone else cause Malbern will forget you existed once they’ve got your money! #classless

"Excellent fitters and quality doors"

Excellent fitters and quality doors. Came late one day due to over running work but took out the outside brickwork then came back the next day to take out the inner and fit the doors. All was completed quickly, cleanly and professionally. All rubbish / old bricks were taken away and was left clean and tidy. Would highly recommend them

"Had my windows done way back 2013 by…"

Had my windows done way back 2013 by Malbern Windows. Thought they did a good job then and recommended them to my neighbours. Unfortunately my neighbours were not pleased with the sales person's attitude when he visited them. I complained to Malbern but did not get any apologies either to the neighbours or myself. I Had Malbern again this year March 2021 to fit 3 more windows considering they did a good job for me the last time irrespective of the non apology for poor salesmanship service to my neighbour. That I was disappointed this time round is an understatement. Timing for the job was not properly explained and when I got on the phone to register my reservations I was rudely/abruptly cut off by the lady staff who took the call telling that I have used their services before and should know time scales and not bother their busy schedule with calls. She hung up on me when I tried explaining that the timing weren't properly explained. The first fitters who came out did a horrible job of damaging my window sill and with different agreed(unexplained) sill specifications. I was unpleased with this and put a call through to the office to report. Same lady came on the phone insisting that the job I got was within the agreement document I had signed irrespective of whether or not I understood what it meant. I tried explaining that there was no such specifications in the contract and that as a customer I should be happy with quality of work given. At this she raised her voice- almost screaming insisting I had signed the contract and the job is done!!! i.e. tough luck I am unhappy. I reminded her of the brick work damage done and potentials for liability claims at which she calmed down and agreed to look into the matter. At last, she and the director visited to inspect the poor job and my property was re-visited subsequently, the windows refitted to the right sill specifications. The brick damage however remains. I am particularly peeved with the whole experience particularly those of the call handler whom I now understand is the daughter to the proprietor. I am of the opinion that she is assigned some other tasks in the organisation if she is to remain there. Otherwise she should be made to undergo proper tutelage in the ethics of quality customer service. Her conduct throughout the period could have escalated beyond redemption and leading to redress at the courts - a potentially costly experience. Malbern might have good fitters, but customer service needs to seriously improve.

"You know good customer service when…"

You know good customer service when theres a problem gets return business. Unfortunately. Malberns is poor.

"Poor first impression"

Called a couple of weeks ago for a quote for some work.
Advised we would get a call back to make an appointment.
Heard nothing since. Tried 3 others and all came back within a day or two and arranged appointments.
First impressions are everything so won’t be confident in using Malbern and don’t intend to ring them back.
Edit following reply: call was made to 0800616022 on 28/1 at 16:18. Advised call back probably wouldn’t be the same day by the lady who took my details. Nothing since. Thanks anyway for your reply to the review.

"Avoid like the plague"

This should be a 0! Avoid like the plague!
5 window and one doors to replace windows that must have been 25 years old.
Long story short, my house became colder than it was with the old windows, with drafts sweeping through the house and blowing the curtains out!
After 20 plus phone calls going unreturned somebody finally came to my house to do an inspection. I was told there was nothing wrong! I explained the noise from the street was waking my new-born and the old windows were less noisy. I was dismissed, even after telling them I thought there was no insulation as the casing sounded hollow - even as a nurse I know this means there is no insulation. I was made to feel like I was imaging the situation!
So off to the husbands tool box whilst he's at work. I find a chisel and pull the casing back! What do I find? No insulation! What feels like a thousand calls later and me threatening to take the baby to the show room in the middle of a pandemic, somebody else attends my home! Yes I was right.
The agreed findings were...
1. Poor quality sealant used inside which has peeled and gone mouldy
2. The poor-quality sealant, once I pulled it came off and revealed there is NO insulating foam around the windows!! This is why the windows are noisy and cold!
3. Areas of the windows outside that have not been sealed, which will be leading to drafts also
4. Damage to 2 window frames that had just been installed after decorating for the arrival of the baby
5. Gaps on outside of the kitchen window
6. DANGEROUS! - No safety catches on the lower front bedroom window. It opens out fully!
7. Scratched bedroom window sill “oh plastic gets scratched “– well id like one not scratched to start with!
8. Broken alarm sensor
9. Loose handles
10. Our baby’s bedroom window was not secure and could simply be pulled open from the outside
11. The glass in the baby’s bedroom window was held up with two pieces of plastic trim instead of bridging pieces, putting the glass under stress, which could easily have fallen inwards on my baby
12. The front door wasn’t fitted inline and was having to be slammed shut (again waking my baby every time my husband returned from work)
Oh and on top of all this, they never turned up on time once. Dragged the job out longer. Cost us 5 extra days off work as we repeatedly took days off for them not to turn up. Oh and took advantage of my disability!
The managing director - Wayne Clarke turned up at one point to see the "workmanship", who was also one of the rudest people I have ever met! Oh add to that his daughter Lynsey who works for Malbern also. He came in my house, didn't look me in the face once when I was talking to him. Just stared at his phone sending text messages and emails. When I explained how disgustingly we had been treated and not even an apology. He walked off, head down - said "sorry" and went to get in his car. I said you've treated me appallingly and my poor baby has been left cold and woken every night. His reply was "ah well - they wont remember it"
Nearly a year later - some of the workmanship is corrected - not all!
I then sent them 3 emails further emails which they ignored and then finally blocked my communications.
Beware! And if some insane reason you do use them after reading my experience - pay will a credit card, so that you can claim it back when it all goes wrong. This is my biggest regret!
Avoid like the plague!

"The team at Malbern Windows were…"

The team at Malbern Windows were fantastic. The new Supalite roof was installed quickly and efficiently with the team clearing up after their work.
The installation team were a pleasure to have in our home

"Fitted 22 windows after getting 2 other…"

Fitted 22 windows after getting 2 other quotes found their design and price the best on offer staff from Darren ,installation manager,Lindsey in installation were very helpful and informative.
Despite inclement weather 2 excellent fitters were extremely pleasant and always punctual

"After paying £13k for a conservatory a…"

After paying £13k for a conservatory a year later I notice problems in the guttering that starts to cause a leak. 2 more years later and I am still waiting for a proper repair plus now have soaked woodwork, damp and spoiled plaster and roof felt that’s gone rotten! Will be taking this higher it’s ridiculous the customer service is shocking and non existant!!!!

This is not resolved you have only put some flash band on and left the box open? I am waiting for the repairs and finishing off the problem.

"so satisfied…"

my experience with malbern windows as been unique
everything went so smoothly from ordering to installation
all i can say is thank you to everybody involved
regards jon