"Excellent customer service"

I was recently locked out and unfortunately scammed and overcharged by a rogue locksmith who amongst other things left the chrome finger pull on my door significantly damaged from having drilled through. The door was a 2018 Solidor composite door and, after making enquiries with other locksmiths and the window installation company, it turned out that Solidor no longer makes this particular design of finger pull. I decided to contact Solidor customer service directly to see whether they could help. After several weeks of searching, they found and sent to me an identical chrome finger pull from old stock but in perfect condition. They did this completely free of charge even though I asked to pay, which I thought was really good of them, and has made a difficult situation feel better. I would definitely recommend.

"AVOID"

I’ve had 2 previous Solidor doors without a single problem. I heard whispers they had been taken over by another company with terrible reviews and problems. I appreciate not all installations will go smoothly, and this was part and parcel of the business... or so I thought. I made an order for a new door on 23/02/2021 with a 6 week wait and installation date in the diary. 14 weeks later with many different excuses from Solidor, the door finally arrived and was installed. On the day of installation we flagged the door and frame were 2 complete different colours. The installation team agreed and I assumed a simple error had happened and the door would be replaced. After weeks of calling the so called customer services department we were told the right order had been made and nothing will be done. We then send pictures of the door, frame and the clear difference in colour. Again a week later was told by a customer support rep the colours were different. We were put on to Karl Holmes the Regional Sales Manager. He informed my installer if it’s just a colour problem he will not travel 200 miles to take a look. He asked for a picture of the new (garage rear) door and one of our existing Solidor front door (I still don’t know why he needed a photo of our existing 3 year old front door). To which he acknowledged a slight difference but didn’t see the real problem as the door would weather and change colour to match the different coloured frame. I only wish I could post pictures on here (please see my profile picture) to show you just how different these colours are.
Another problem I’ve also found out, the 10 year guarantee is with my supplier and not me. Anything happens to the installation company I have a door without any guarantee of warranty. They will not even accept a call from me being the end user.
I will update this post in a couple weeks with a positive of negative review dependent how they deal with this. I’d imagine looking back through the other complaints they will send an email promising to help but without substance.
UPDATE 1.
As expected the trust pilot response with no real depth.
Solidor instructed my installer to visit site with their RAL colour chart a week later. Colour chart was put up to the door proving the colour difference. The additional pictures were again sent to their regional sales manager who ‘couldn’t believe it!’. A simple fix you would think, but NO. He now has to speak to ‘his’ manager to see what he should do. 3 days later he now needs to visit site and see for himself? (I might start selling tickets if anyone is interested?) He has made an appointment for 3weeks time, nearly 9 weeks after installation. It’s the service that keeps on giving. I’ll update you again in 3 weeks although I’m not confident of the appointment being kept.
UPDATE 2. 22/06/2021
I had a follow up call from the Trustpilot review and a call from Steven from their technical department. He was very understanding of the problems and difficulties i was having, and cancelled the appointment with the Regional Sales Manager immediately so as not to waste my time any more. He also informed me the information i had been given by him was incorrect. He arranged for a service engineer to visit me within 48hrs of our call and advised me on the process. He also told me by just looking at the photos he believed that not only the door, but also the frame colour was incorrect. Service engineer arrived and confirmed what Steven had thought. Steven has now ordered a new door and frame to be installed hopefully within 6 weeks. If only i had dealt with Steven this review and long drawn out process would have never needed to happen. Again i will update post installation.
Thank you for your utter professionalism Steven.
UPDATE 3. 05/08/21
New door has arrived, and guess what? its exactly the same as the first door with the same colour differences as before. My installation team as well as myself have tried to contact Solidor with No response. How are they allowing this service to continue? We are now 6 months from the original order. Continued delays and now 2 doors and frame sets with the same problem.
UPDATE 4. 12/08/2021
8 days after the 2nd door install finally an answer from Solidor. Now we are being told it must fall in the tolerances of the colour so its not our problem. Even though on the last visit was told the colours were completely wrong (door and frame), apologies for the inconvenience, we will make you a new door. Now there stance is 'we will not make another door or visit site to have a look'.
????
UPDATE 5. 20/08.2021
Still no correspondence from them. Trying to get hold of anyone is nigh on impossible.

"MY 5TH SOLIDOR - NEVER AGAIN"

As the title suggests this was my 5th Solidor. We own a small property portfolio and 4 of our properties are fitted with solidor and my own home.
When extending my home all 5 window companies quoting tried to talk me out of solidor and said they wouldnt source one for me due to their own bad experience. I should have listened.
i have had 2 solidors warp on me around 8 years ago but my (now retired) installer remedied with a new door quickly so I was confident if the same issue arose I was covered.
I was given a definitive delivery date and took the day off (unpaid) as their terms and conditions state you need to lift the door with driver.
End of delivery day - NO DOOR.
I chased up immediately. Turns out they had run out of door knockers so didn't build the door. REALLY?
Not only that but I had now lost my build slot! Livid , I set about taking Solidor to task over the matter. A. They could have contacted me to offer me the door without the knocker fitted. B. due to their correspondence I booked a fitter. C. My builder could not wait and would have to proceed to the next job as my house wouldnt be secure at the next stage of build without a front door.
I contacted ‘S S’ a Manager who assured me I would not lose my build slot if I took the door without door knocker. 2 days later I was given a date 4 weeks later. So clearly Steve had lied and I had not retained my build slot.
The upshot is that I have had to pay my builder £250 to make a temporary secure entrance in order to keep him at the job.
Solidor dont reply to emails (I even emailed their MD), they don't bother communicating when there is a problem, what they say goes , sod the end customer , they won't be getting any more of my business and in my day job as a barber i will be steering everyone towards the company that manufactured my rear door and have been faultless throughout.
I imagine Solidor will reply to this review asking me to contact them in a show to limit the damage to their reputation. Nothing will come of it as per the other reviews on Trust Pilot. Indeed below is the standard copy & paste reply to make it seem like they care!

"WARNING DO NOT BUY FIRE HAZARD"

WARNING DO NOT BUY FIRE HAZARD

We bought a door through GAP in St Neots around 4 years ago. The door has warped and this has thrown the locking mechanism out. GAP have been to our property and measured how much the door has warped, which we have been told was sent to Solidor in February. The lock now consistently sticks, and you have to hit the lock, the door, turn it vigorously and pray that it will open. If there was a fire and you needed to escape quickly you would not stand a chance of getting out alive. We have contacted our installers as advised from August 2020 to now consistently and still nothing has been done to rectify the solution. We are not generally complainers, but after being polite for 9 months we need this to be rectified for the safety of our family.

"Unfortunately this is another bad…"

Unfortunately this is another bad review and i have had the same issue with cracking and the company I purchased from going bust, i too have also contacted solidor about this issue but they were unable to help. My door is only 7 years old and started cracking from being about 4 years old, we do like the door but unfortunately now it looks in a sad state. Solidor were unwilling to offer any help or offer any kind of discount to replace the door. What use is a 10 year warranty if you are relying on other companies to stay open? Surely the book should fall with the people that make the things!! Come on solidor take some responsibility for your product!!!!

As you will probably see solidor have replied to my comment offering to help as my experience is frustrating!! In truth they are not interested and do not reply to any emails about my unfortunate experience!!! Absolutely shambles stay away!!

"Very helpful customer service"

Solidor were really helpful regarding my query. A quick response and they supported me to find the solution to my problem. The result of which was gratefully received. Many thanks!

"Poor door and terrible service"

Poor door and terrible service. Although Solidor were more expensive I chose them over other doors due to the perceived higher quality. I was wrong to, the door has bowed so much so I can’t lock my front door anymore from the outside and there is a big draft coming from the top and bottom of the door. My installer has contacted Solidor but they are refusing to change it. Don’t buy Solidor!

"Just moved into a new house which is 1…"

Just moved into a new house which is 1 years old. Love the Solidoor in Black, still looks like new. There is slight damage to the door seal probably caused by removal men and an end cap missing from the thresher. Emailed them and guess what? They replied within minutes and are sending free replacements. Can't fault that for customer service. Would definitely recommend. I'm a professional painter and decorator so have an eye for detail and I am more than happy.

"We purchased a door (Toton in a…"

We purchased a door (Toton in a specific RAL blue to match a new garage door) from our local reliable double glazing company. Due to COVID we waited nearly 7 months for it to arrive and be fitted. Upon fitting we noticed some issues with the paint work, patchy in places and some white pvc showing through. Our glazing co. contacted Solidor who sent some patch up paint. This paint was applied by our co. but once it had dried we noticed it was a totally different shade of blue. Our co. is trying to work this out with Solidor but it seems to be such a battle, they say they have had to threaten legal action. Solidor have now said they will replace the cassettes but not the slab (door), I don’t see the point of this as most of the paintwork issues are on the door itself and why would we want the cassettes removed with the potential for further damage to the door? I am now in further dialogue with our co. to try and resolve this matter but it’s been very disappointing.

"Excellent customer service"

Excellent customer service. After a few emails I received a new length of replacement door seal through the post. Thanks again 👍🏽