"Dangerous Child Fire Safety Risk and…"

Dangerous Child Fire Safety Risk and Appalling Customer Service

We were very excited on ordering our new £2000+ composite door from Timber Composite Doors, however, we wanted to get the door, fittings and configuration right so decided to call direct to discuss further details.
After a lengthy conversation with Graham we decided to opt for a pewter finish on the door. We were informed that this was only available as a knob but we were ok with this look. At no stage were we told that this knob was inoperative as a door opening mechanism.
When Martindales came to fit the door (Oct 21) I noticed that the knob did not open the door and we required a key to open the door from outside and inside. All of my children 3, 5 and 8 were unable to operate this with a key and I explained that this was massively alarming unacceptable on fire safety grounds.
The team explained that they did not have a replacement in the van and that I should call Timber Composite Doors’ Customer Service Team. I called whilst they were still on site and spoke to Richard who dismissed my concerns immediately even though the door was not fully installed and Martindales were still on site. He expressed that this was all my fault and even went on to say that the lock couldn’t be replaced as I may have had some keys cut- Martindales were still on site at this time! I requested that my issue was escalated to the Customer Services Manager.

3 days later I got a call back from Sharon the Customer Services Manager who again instantly dismissed my issue and informed me that there was no issue/risk despite all of my children being unable to open the door in normal daylight conditions let alone in a smoke filled room in the event of a fire. The appalling customer service continued and I was informed that I should have done more research into locks (despite me calling the team to discuss at length) and I should buy a new unit and fit it myself- I received a further email instructing me to accept this a final solution.

When I refused to accept this as a final solution I received a further email for a senior member of the team, Martin who would not discuss at all and again advised me in a short blunt email to buy a new unit and fit it myself.

Despite the alarming fire safety issue highlighted whilst the team was on site nothing has been done. The customer service I received is nothing short of disgusting. I am not asking for a new door only a replacement lock (£20) to keep me and my family safe.

Be very aware if you buy with this company they will gladly take your funds but if you have any issues no matter how serious/dangerous Timber Composite Doors’ focus will be totally on money and absolutely nothing will be done.

Luke
Cornwall

"Delighted"

Very easy process to order my door. Very good customer service. Delighted with our new door.

"I was not promoted to write a review"

I was not promoted to write a review, but felt compelled to do one.

This company were absolutely superb. I had many questions, queries and follow up issues. All were dealt with incredibly promptly and clearly. No issues at all and has my restored my faith in customer service after a bad run with other firms of late. Brilliant!

"Got our door and side panel installed …"

Got our door and side panel installed have to say the quality of the composite door is excellent very very impressed the guys that fitted it were first class 5stars all day long,Gordon near Glasgow