"Great product!"

Great product with amazing service. Will definitely be using again.

"Knowledgeable staff and good customer…"

Knowledgeable staff and good customer service. Would use again.

"I was contacted by Fakro GB"

I was contacted by Fakro GB. I am out of pocket for £174 (I was able to get back £32 after selling one "new and unopened" blind on ebay). However, they tell me that it is their distributor problem and think my review was unfair. See their comments below and watch out!

We have looked into your order and the order was placed through Ashbrook as you mentioned. As Ashbrook is our customer and our agreement is with them, we have a copy of a signed bespoke form agreeing that the blinds were non-returnable which is something we ask all of our distributors to do. This means that they cannot return the item to us, it does not mean that you cannot return the item to them. If they have ordered these blinds for you in error, it is up to them to rectify their mistake.

As you are Ashbrook’s customer, your agreement is with them so if they are not accepting them back then your complaint is with them I’m afraid.

Due to the above, we do feel as though your review is unfair so if there was any way of you removing it then it would be much appreciated.

"Appalling customer service."

Appalling customer service.
My roof windows came damaged and with the wrong sized flashing kits. (Both the fault of Fakro)
These thing happen, it is how you go about putting them right that matters.
Fakro however couldn't seem to care less, after numerous emails and phone calls, they finally relented and sent out the correct flashing kits after four days.
That is poor service but 'not' the reason for this bad review.
When I was finally able to start the job, all was going well until I came to unpack the aluminium vent covers.
These are packaged separately to the window but within the window packaging. Both had been dented beyond repair by what was evidently fork truck forks. Both in exactly the same place, yet both inside different boxes.
My first hurdle to overcome was that they informed me that I only had 48 hours to report any damage. (Remember that I was unable to start the job for 3 days because of the wrong flashing kits)
Next they required photos of the damage as they obviously did not believe me. (Why they didn't tell me this at the outset I do not know).
The next two weeks involved numerous heated exchanges, accusation throwing, all kinds of obstacles placed in the way, claims of people not being copied into emails at their end, anything they could think up to avoid dealing with the problem.
Fast forward 4 weeks, (my customer has two non-watertight windows in his roof), they now want me to send them the identification number from the window, "each 940 x118 pivot window has a different vent cover" apparently. (They do not)
Four weeks is long enough for me, so I tell them to collect the windows from the street outside the customers home if they want them back. Remarkably, they can now send replacements.
How long? Two to Three days! By this time I am just relieved that the nightmare is coming to an end and so agree to this. After all the lost hours and loss of face with my customer, they will surely send them overnight if I ask politely right?
They will, but they won't guarantee that it will actually be overnight, and the final slap in the face: £50 for the privilege.
I sent someone down to their factory to collect them instead. Another half day lost.
No apologies, no explanation, no goodwill, no chance of me using them again.
Best part is, they have no idea how many of these I actually buy #(used to buy).