"Wouldn't wish this experience on my worst enemy"

In March 2015 I purchased two doors, manufactured by Solidor, to be installed in our new home and as so many other dissatisfied customers have reported in their reviews, both have been plagued with issues that Solidor wish to wash their hands of, despite the purported 10 year warranty.

In January 2018, less than 3 years after installation, I contacted Solidor to inform them that both doors had warped badly, making them difficult to close and allowing draughts and noise to whistle past the seals. Condensation would also regularly form on the metal striker plates and aluminium thresholds due to the ingress of cold air. Although their representative initially seemed helpful and interested in resolving the matter by communicating with their fabricator (CWG Choices) and our installer, when our installer went bust during the negotiations owing in no small part to the fact that they dragged on for well over a year, she decided that no action would be taken by Solidor.

In January 2022, still 3 years inside the alleged warranty period, I contacted Solidor again as the existing issues had worsened and additionally one of the doors was now showing multiple cracks in the external plastic skin which has allowed water ingress to the wooden core and caused one corner of the door to swell and delaminate. The warping is now so bad that the security hooks cannot engage in the frame without a strong push from inside to force the door straight enough for the hooks to line up with the housings that receive them. This can’t be done from outside, meaning that on top of the continued draughts and noise ingress, every time we leave the house it is more vulnerable to break-ins as only the central lock at the handle is engaged.

Again, their representative initially responded by asking for photos, which were promptly supplied, followed by proof of purchase and she was furnished with the original signed and dated contract along with the door schedule that itemises the doors, confirming sizes and options as well as the job number for CWG Choices, which uniquely identifies the order with their fabricator and is indisputable proof of purchase. Despite being handed all the information she requested and more, her response once more was “we have no access to the original order, the history of it and subsequently no way of executing an official warranty claim”.

I would liken this to being told that “the dog ate my homework”, or more specifically, “we don’t deny there are issues with the doors we sold, but due to our failure to maintain good records and lack of desire to honour our warranty, we choose not to”.

Disappointing doesn’t come close to describing how it feels to be on the receiving end of such poor customer service and looking at the sheer number of similar reviews, it is clear there are inherent problems in the way Solidor manufactures its doors and that they routinely try to shirk the obligations of their “warranty” through moral gymnastics.

The frequency and identical nature of the problems shows it isn’t down to installer error, random bad luck or some fault of the homeowner, but that that Solidor’s manufacturing process and/or quality control is fundamentally flawed and their default response to many customers is a blatant fob off.

Having spoken with my solicitor, he advised pursuing Solidor legally for negligence as they have failed to provide a product fit for purpose and have demonstrated that they are unwilling to honour their own warranty which they publicly use to attract business. This is a hassle no customer wants, but Solidor should not get away with such dastardly behaviour, nor should homeowners paying premium prices be left with defective goods that are unfit for purpose.

I would encourage anyone in the market for a composite door to take their business to any other door manufacturer. This is one UK company that does not deserve to be supported and there are many other brands to choose from, all likely to offer a better customer experience than Solidor is prepared to do, as evidenced by the many, many terrible reviews they receive.

No doubt, some customers choose Solidor due to their promise of a 10 year warranty (something their sales literature is keen to broadcast), but as this and many other reviews here clearly demonstrate, Solidor do not honour that warranty and to purchase from them means you run the risk of ending up in the same position as so many of the reviewers here; with a defective product that is not fit for purpose and having to replace the doors at your own cost within a few years of installation.

To date, despite adequate opportunity, Solidor have failed to rectify any of the problems with the two doors they supplied and their customer service has been non-existent. I will update this review if that changes.

"Door key not working"

I purchased a Solidor door in April 2016 and yesterday we were unable to operate the lock via the key. This morning I contacted Solidor and have just had new lock fitted, call gasket fitted and door rehung (something we hadn't noticed ourselves!)

"New door now fitted"

The new door is now fitted, it looks really great. Thank you Soildor for agreeing to change the defective door even when the initial installer company have gone bust. It shows that you value and treat your customers in a professional and courteous way. Thank you so much for that.

The guy who fitted the door is a professional, knowledgeable and extremely friendly person, great asset to your company.

Thank you so much once again. Great company to deal with.

"Bought two composite doors - got to pay for two new doors"

Bought two doors, both are falling apart after about 5 years. No help from the fitter and the 10 year guarantee won't be honoured by Solidoor as that's between them and the fitter.
I've emailed Solidor 7 times over 2 whole months and wrote to them by post 3 weeks ago. No response. Just got through by phone. 30 frustrating minutes and there's nothing they'll do or even help with. Not their problem as I have no 'evidence' (their word - I have two doors manufactured by them!). It looks like I'll be treating these extremely expensive composite doors as 5 year disposables. Expensive experience.

Update: within hours of posting this review there was a request from ‘Rhys’ offering to get in touchand help. He asked for more detail, I provided them and never heard from him again. My door is visible by googling notsosolidor for anyone wanting to know how a Solidor looks 7 years after purchase.

"What a Difference"

Door installed Friday and well pleased with everything, only point now the neighbours are wanting one

"Patrick"

Patrick - First Class

A first class Solidor, fitted by Affordable fitters and super pleased from start to finish

"Super service"

I purchased a Solidor just over two years ago and it’s been brilliant since the day I bought it. Last week when having furniture delivered, the internal glass cassette was badly damaged. My installer contacted Solidor for a replacement and it came within a week, new one fitted and it looks like new again. Super service from my fitter and Solidor

"Great service and a brilliant response…"

Great service and a brilliant response from Chloe and Paul. Lost my keys last Friday and locksmith managed to get me in but 🫢 seventy quid.
Contacted Solidor Monday and thank you so much Chloe, fitter attended this morning and fitted new barrel and new keys. Paul you are a star thank you thank you both so much.

"problem with a broken door handle"

I had a problem with a broken door handle which was not resolved by my installer I contacted solidor who were very efficient and helpful and they got this sorted and are sending me a replacement door handle. I was very pleased with the contact I had with their reception who solved the problem and who were very polite and friendly. A great relief to me to get this sorted. Thank you very much.

"Problem resolved, excellent service"

Had our door for about 2 years now with no issues, recently noticed a small cap had fallen out of the hinge and allowing the centre pin to drop down, after an email to solidor a new hinge has been arranged to be sent out straight away, excellent customer service and the problem quickly resolved, hassle free, thank you Grace for your assistance 👍🏻