"The customer service/servicing team at…"

The customer service/servicing team at Smith Glass is poor. You can only get response through emails after weeks of waiting. And the person on the phone just hung up on me while i am still talking. very rude.

"Poor Customer Service"

UPDATE TO BELOW:
It seems that there has been changes at customer services; now run by Emma.
She jumped onto our issue and a replacement patio is being installed in December! If only like this from the start, then I would have given a top review.

We had our new windows & doors installed in June.
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 you.
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.

Took 3 visits for the handle to be replaced and now have had 2 reports produced for the outstanding issues. Still no date for repair. Have called a dozen times (if you can get through) and always told we will call back (they never do). After a 2 hour hold today, was told again, the manager will call back. Asking if they have a complaints process was told no and the 'customer service' boy hung up. If you want good post sales customer service DO NOT USE THIS COMPANY.

"We had our house guttering and facias…"

We had our house guttering and facias replaced recently by Smith glass.
We were impressed with the work carried out.
We were also pleased with the good attitudes of the workmen.Neat job done

"Good service"

Good service, looks very nice.

"Let down twice with appointment to have…"

Let down twice with appointment to have a new sliding door fitted again and haven't heard from Smith Glass to let me know when they will be coming.

"Please please dont use this company"

Please do not use this company!!

I am revising my post from September 2019.

That contained a very long story regarding goods bought in 2016 whereby I have had issues ever since. I took out the "Buy now pay later option" as the salesman stated "Its better in your bank than ours". It was paid off after the six months grace period. Please be warned that if you do this and something goes wrong, Smiths pass it on to their trading partner and there is nothing they will do.

My complaint has been with Trading Standards and the Financial Ombudsman since my original post.

Trading standards advised I needed to accept the new door on offer, even though the product is not as good as the original which I did. I have emails from Smiths advising the whole door needs to be replaced.

After reluctantly accepting their offer, I requested a brochure and asked what pages I needed to choose from. The response I received was that they would only replace the panel and not the rest as previously offered, going back on what they promised.

Since November, I am 22 polite emails in and we are no further forward. This is with a manager who has completely ignored the past 13 emails. The person on Customer Service has done their best to try and assist but I know they are just the messenger.

Today I have received an email from the Financial Ombudsman advising that Smith's have advised the 3rd party finance provider that its with me to choose a new panel and they are waiting on a response from me.

I nearly fell off my chair reading Smith's response to Luke Lowries review below where they state "Everything is done by email so there is a record". They must of lost the emails to me arranging for a new door to be provided! Wow.

Make your own mind up people this is a review. I can understand incompetence or human error but cant stand lying.

I think Smiths hope I go away. It is not going to happen!!

"Do not use this company - You have been warned -Contract Number 2190179W"

Where do i start ? I do not make a habit of posting negative feedback on websites but felt the need on this occasion. I did my research and listened to both positive and negative feedback. As always, i don't always pay too much attention to the negative due to the fact that it seems some people are hard to please.I went with Smiths mainly due to the fact they were local and had been in business for so long(not too sure how) ...so 13 weeks and i am still waiting for multiple issues to be resolved. I have a front door that does not shut without having to slam it hard( some parts have been removed to make it slightly easier to slam shut) . i have a window that does not open. I have a lock that does not work. I have a fault of the door panel which requires replacing . I also have rooms where the making good was not made good despite asking the fitter to do.Today having been advised that all my issues should have been addressed .....the fitter/service engineer did not turn up (again) ....and i didn't even get a telephone call to advise of this...shocking shocking service shame on you Smiths. When are you going to resolve these outstanding issues please? I am starting dialogue with FENSA on this now as i have had enough.

UPDATE - 25th August - I still have outstanding issues from my installation in April - my front door is not flush with the frame and the front door glass panel is still waiting to be replaced as the service engineer brought the original panel when he visited 3 weeks ago.I have left multiple emails to complaints, have called multiple times and attempted to call the service manager who advises when he answers the phone.... "i cannot hear you my phone is faulty ...so you will have to call the office" ....which as we know...it is more likely that i will end up having dinner with the Queen than someone from Smiths answering the phone !!! Absolute joke of a company i shall be paying the office a visit to discuss as that seems to be the only way of getting some traction.

UPDATE - 8th October - i still have two outstanding issues from my installation in April.
My front door is still not flush with the door frame and the front door panel still needs to be replaced.I cannot contact Smiths ...they do not answer the phone, reply to emails and i have left messages with the service manager requesting an update ...i have also called the service manager many times to get an update.I have contacted Barclays as i used the buy now pay later option (bad bad mistake) and i am taking the matter up with them ...in addition i have filed a complaint to FENSA. Smiths what are you doing ? why are you so difficult to get hold of ....DO NOT USE THIS COMPANY ......

"Clean and tidy well done job and staff…"

Clean and tidy well done job and staff was very good my husband and I were very happy with your service thank you very much

"Very good workforce work completed on…"

Very good workforce work completed on time would recommend this firm

"very good product and the fitter was…"

very good product and the fitter was excellent.