"Good service from start to finish…"

Good service from start to finish fitters very tidy ,love our new patio door opens up the conservatory just how we wanted thanks for the advice.

"Installation Team Great, Customer Service Very, Very Challenging...."

2nd time using Smiths and so disappointed. If you are about to consider placing an order with Smiths please read below, all disappointingly true:

I will give an abridged version of my experience as I am sure you don't wish to share my journey in full Technicolor! October was the confirmed installation once price and contracts had been agreed and signed. Nearly the whole house to be re-fitted with new double glazing at substantial cost but long overdue.

We were informed the installation would take 2 days and be completed October. A small incentive was offered on the price to complete then as this was a quieter time for the Smiths installation team. I write this review some four and a half months later with the installation "officially complete" minus my time and 2 extra holiday days taken for replacement windows to be installed.

Firstly, I will say the installer who initially visited to complete the installation was great. In fact it was him who pointed out 3 of the 4 defects in the glass and logged a call with the service team for 4 replacement windows.

This is where the painful road to complete the job starts......

1.Numerous calls chasing status
2.Replacement date booked December as informed "not a priority"installation
3.3 (yes 3) return visits to replace the defective windows due to incorrect size errors
4.Finally completed mid February which should be the end of the story, but this is where I will offer a word of warning...

Only after a detailed email from myself asking for feedback did I receive an apology (the first after over 4 months of liaising with the Service team). I have also asked numerous times to speak to a member of management to share my experience to be told the service team deal with all complaints and only they respond.

As a senior manager within a large PLC retail company we welcome and demand our leadership team are exposed to customer feedback good or bad but apparently there is only one person who deals with complaints on behalf of Smiths and there is no option to escalate. When I have specifically asked for my detailed email to be escalated I received back "You can email ****@smithsltd.co.uk although I deal with all the complaints so it will be me that responds."

To which I responded:
"For my understanding to confirm: no one within the management team has visibility of ongoing complaints or feedback? There is no escalation path for any customer to pursue and if the outcome is not satisfactory there is no recourse or option to pass through to one of the senior team?"

The response?

"You can of course pursue through a third party such as Fensa but again that would come back to me and also they would just ask us to put right anything outstanding which has been done."

That's the end of that then in Smiths eyes isn't it.....?

The biggest disappointment for me is whenever I have asked for the complaint to be recognised and responded to all I receive back is a very defensive "we do not offer compensation". Not once have I asked for compensation, all I have asked for is to speak to a member of the management team to provide constructive criticism.

Smiths, as a company, have a lot going for them, competitive pricing, experienced and skilled installation teams, established as a company providing a good product BUT PLEASE, consider your options. If you have any issues with any part of the installation BE PREPARED to be railroaded. Made to fit in with the installations teams workload and generally feel as though you are an inconvenience to them to resolve something that wasn't your fault in the first place.

Shame on you Smiths, and to your Board for not having the appetite to get involved in the day to day challenges faced by your teams to use your experience and knowledge to create a better customer experience especially in todays climate where high ticket purchases are easily deferrable. I will be looking to draw from this experience as I present a numerous retail seminars though the year. For me this is a textbook failing of businesses, which eventually will challenge their place in their market.

"Repair man at last. Bad workmanship no foam around any…"

At last the repair man comes, would advise people to send requests online. Bad workmanship no foam around any unit, asked them to replace rotten wood but all they did was use the only bit of foam, 3 sealed units no longer sealed back door sounds like a wind tunnel when the wind blows against the door, only 6 years old, one window unit keeps dropping, have rang up before but told "We only have one repairman and he is on holiday" Would not use Smith's again if they paid ME double the price

"Excellent service and professionally…"

Excellent service and professionally fitted

"I would just like my faulty windows repaired"

Having had windows installed in October 2018, I have had a leak from top of the window.

I have tried to report it and get a response from them. I did today!! However, it was from their sales team.

All I wanted was for someone to call me an arrange a repair of my windows before more damage occurs.

If you do get through on the phone you're advised to email or use the contact page - did that - still no response from a human!

Customer service is apparently non exsistent.

"I have previously left a good review"

I have previously left a good review, regarding the insulation of my french doors, now that I need some customer service Smiths are always “busy”. My windows are about 7/9 years old and with most company’s these would be quanteed, not Smiths they ONLY grantee the frame not the unit. So now I have not one but 7 units all blown they want to charge me “A LOT” to replace them! You would hope a big company would do better, shame on you!

"Very poor management and communication"

Very poor management and communication

"Great quality products with excellent customer service"

We recently had a porch door installed, everything from the initial visit to the aftercare service has been exceptional. We will definitley be using this company for future work.

"Good quality windows and doors"

Good quality windows and doors. Great looking and functional. Very pleased, also friendly knowledgeable team fitting products. All done quickly with no fuss.

"Very Happy"

Smiths replaced all windows in our house plus a back door. Work was done quickly and to a good quality. Lovely finish!
The workers were very clean and cleared up after themselves.
I would recommend Smiths.