"STAY AS FAR AWAY FROM THIS COMPANY AS POSSIBLE"

An absolute shambles of a company...

Impossible to contact, literally never ever answer their phone, seriously ring them now and I bet they don’t answer ‭01268 293169‬...

They had 4 weeks to order us a door and a couple of windows, and they called us 2 days before fitting was due and told us that they forgot to put the order through and it would be a further 5 weeks.

Seriously you need to avoid them. It doesn’t matter how nice the sales man is, or how they promise to deliver on time... once they have your deposit you are stuck at the back of the queue and forgotten about.

When I tried to resolve the issue I was met with confrontation rather than attempts at resolution... “We will take you to court if you try to cancel, you better seek legal advice”.

I’ve never felt so angry about the poor service provided by a company that we tried to support as they were a local business.

"Great job"

Salesman came he was great gave me all the information I needed, customer service has been great and the fitters did a clean and tidy job and my windows look fantastic!

"Terrible customer service. Ignored Calls and Emails"

I was in the process of selling my house and needed 1) a broken window repaired and 2) bi-fold doors replaced due to cosmetic damage.

I explained from the start that I was selling the house and that the sale would go though in 5 weeks. I was assured over the phone that the items would be in stock within 3 weeks and therefore could be completed on time.

So I placed the order and paid the deposit.

A week later I had heard nothing, so I attempted to call (no answer multiple times)

I emailed to get a confirmation of the installation date (no reply)

Two days later I emailed again stating that this is getting urgent (no reply)

I called the next day and finally got through to be told that they order
hadn't progressed because there were difficulties with the doors. I was told that I would be called by installations within the day.

While waiting I emailed and explained that if the doors were an issue, if that could be cancelled and only for the window to be installed to meet the house sale date. (no reply)

Installations finally called me two days later and I explained the issue. We agreed on a VOC over the phone. (variation of contract)

I tried to call and email over the next two days to confirm. (no reply)

I drove down to their HQ and explained my issue. I was firstly told that there was no VOC. I was then told that I had missed the cool off period and could not make any change. A member of their legal team then stepped in and asked if a had any written proof. I showed my emails that been written before the cool off period. At the point, he declined to answer any other question.

No surprise my house sale fell through and the work was completed months after that initial sales call.

"Terrible customer service - do not use"

The customer service is probably the worst I have ever come across!

We had some windows installed in February. I say installed they appear to have been "slung in", a phrase used by Smith's own post completion surveyor!!!

We had a list of remedials as long as your arm. Smith's failed to turn up on 2 occasions and when the post completion surveyor did turn up he didn't have a full list (despite my liaising directly with Smith's and providing them with photos of the areas concerned). A further appt was arranged but the holes were too deep to be filled in one visit so we were left the filler and basically told to carry out the repairs ourselves!!

To date we still haven't received our FENSA certificate and I understand Smith's FENSA account as been suspended!!

My advice: DO NOT USE

"Below Poor Service - good quality products"

Good products, fair price, good fitters. Poor Customer service and backroom staff.

Used 3 times, spent over 30k. first 2 instances were good hence return. Would NEVER USE AGAIN.

Issues with leaking conservatory, promised they would repair and fix damage but they soon retracted quoting policy and threating to sue me on a third install if I don't go-ahead.
Loyalty means nothing, when im returning customer, should have been a success story!

"We are really happy with the high…"

We are really happy with the high quality of finish to our conservatory. Smiths completed our conservatory from start to finish within 5 weeks. I have recommended my sister to smiths and have no doubt they will do a fantastic job for her.

"Smiths built my conservatory a few…"

Smiths built my conservatory a few years ago, the build quality was impeccable and it stil looks brand new today. They have had to come out once since the job was finished to replace a ‘misted up’ window but this was rectified within 2 weeks of reporting the problem. KEEP UP THE GOOD WORK

"I am very happy with the all round…"

I am very happy with the all round service from smiths
This is the 2nd time they have built a conservatory (1 on my previous house 8 years ago)
The company have always been reasonably priced for there high level of workmanship and product

Kind regards

G sherwa (barking,Essex)

"I had a horrendous experience with…"

I had a horrendous experience with Smiths whom use high pressure sales tactics to get a deposit out of me and are no refusing to return the deposit as per the terms in the contract

"Worst Nightmare... avoid at all cost!"

We booked our first appointment to get a quote for our windows/upvc frames. The person who turned up struggled to communicate well in English (he was South African and had a very strong accent) so it was quite difficult to understand him and also struggled to understand our requirements. The guy took all the window measurements and informed us we will get a call from the sales team.

We were then called a couple of days later with the pricing and we negotiated a little to fit within our budget. However, me and my wife had concerns regarding the measurements that were taken so we requested a second window specialist to come around before committing to the deposit. We were told by the sales person that the price will be honoured based on the first measurements regardless even if the measurements are not exact, so based on this we agreed to the quote price and paid the deposit of £350.00

A week later the second surveyor turned up to my property. He took all the measurements and confirmed that the measurements taken by the first surveyor were not fully correct as there where some discrepancy (we were right). I then called the sales team for more than a week to find out when the work installation can be carried out. Further to my disappointment I was told by the sales person, the second surveyor's report hasn't been emailed over yet so I will have to wait despite the fake promises that the works can be carried out within couple of weeks.

Into the second week, I did not hear back anything so I kept calling every 2-days. I was then invited to visit the showroom (over an hour drive single from journey from home) which me and my wife attended having to leave our daughter behind who was severally ill that weekend. We needed our windows to be replaced urgently and tried to push for a date for the work to be carried out asap.

We were told after attending the appointment at the showroom that pricing will increase based on the 2nd measurements NOT based on what we chose as we kept it the very basic and standard frame and glass. We tried explaining that we were informed the pricing will be honoured as quoted and this wasn't our fault of our own but Smith's Ltd fault. We were told they will speak to the board of directors and try and honour the price they promised initially.

3 weeks went by and I genuinely lost count on the number of phone calls, messages and emails sent. Not a single response back, I then called on the 4th week and told the salesperson if i dont hear back to me by end of play I will be informing the local authorities as my deposit has been taken and now nobody is returning my cals. The whole day went by and still no phone call, I then rang just around 4 for the very last time trying out my luck before contacting my bank and I was put through to the person in charge, only to find out that the price will not be honoured as promised and not a single apology.

I tried explaining to the person in charge, why have I not been informed of this and its now 4 weeks and I didn't get a single call, email or message returned. I was furious with the level of communication received from Smith's Ltd, the explanation provided was that it's out of his hand and his not dealing with my case. My argument was that the least you should have done is inform me with an update and provide a person to contact. I have been trying to track down what was happening with the order for 4 weeks. I was further that my refund for the deposit will be processed by the accounts team. The person didn't even want to apologise for everything we had gone through. He lied and said they tried reaching me but when i said i didnt get a single miss call neither did i got any voicemail, he responded that they dont leave "no voicemail", so i said what about emails, and he responsed we did email, so check your spam box (i work in IT btw) they were clear lies.

My advice to those looking to use Smith's service is be warned, ensure that the quote provided is honoured even if they make a mistake with their end. The sales people are out there to make a quick sale. There is no integrity with what Smith's say, false promises and poor customer service.

We are now 6 weeks in with no windows replaced and still waiting for our deposit to be returned. Me, my wife and our daughter are currently living in our property with very bad windows where a lot of draft enters the house especially during the recent severe weather conditions we have been struggling. I am deeply saddened what we had gone through especially my 3 year old daughter and I hope Smiths do not put anyone else through what we had gone through.

I am not angry because the price promised was not honoured but rather what really frustrated me is the fact that I called Smiths for over 4 weeks and had no response back from him, and when I did speak to him he argued with me saying that the transaction is nothing got to do with him and his not dealing with it without apologising. This was his response, after posting this review on Trust Pilot we immediately got an email from smiths confirming via email that the deposit has now been refunded. I find it extraordinary how this particular email didn't hit the spam box, absolute bunch of liars. We are now waiting for the banks to confirm the deposit has been refunded. Save yourself the hassle and pay the premium for a reliable and honest service.