"Glass doesn't match quality of the frames"

We had a large installation of triple glazing in August 2022 for detached domestic home.

What's good? Sales are lovely. The Frames and patio doors are high quality. The installers are generally lovely, tidy and hard working.

What went wrong? An estimated four day job firstly lasted over a month (not every day). Day one no glass at all only frames. One small window had the wrong type of glass made twice. One piece of glass short and so had wood instead while we went on holiday. Several glass panels not installed due to cracks. Snagging list quite long. Once installation finally complete in winter we found the plastic vents blew open in our exposed location and had to be swapped for metal ones. HG were great about this replacement.

What was really awful? Two patio doors developed bowing and faults resulting in bad condensation. Also developed black marks in the middle of the glazing. Easy to agree replacements. One fitted quickly. The second one still not replaced (Sept 2023) with non faulty glass (they have tried around 5 times and last time with a new glass manufacturer). This time the crack in the middle of the pane is bigger than the span of my hand. Each time I have had to take time off work.

HG are quick to agree to replace when things go wrong and they have some lovely staff.

So why two stars? I have spent my holiday entitlement dealing with what was a 4 day job. Communication from the office was poor and it felt a battle at times, other times it was fine.

Why did it go wrong? Surveyor underestimated the installation time. Glass not arrived in time. Glass faulty on numerous occasions (obviously faulty and its not me being picky). Not all windows ordered correctly.

Why did this happen? Installers told us they were doing a big school installation at the same time and we felt bottom of the queue (tell them no installation in school holidays). It appears Admin staff left between booking of order and installation or were away for a long while. They try to fix the problems but ultimately the quality of the glass and management of our job does not match the quality of the frames and the quality of the installers.

I would give one star for the glass and and management of our job and 4 or 5 stars for the frames. And I'd still like a patio door without a massive scratch in the middle of the glazing please. We did a self build originally and had more issues with these replacement windows that we did with our whole house build. Oh and not a single penny off the price and no written apology about the whole saga (the odd email about some individual issues) or even a bunch of flowers for our trouble. Hmmm.

"After service makes all the difference"

Having looked at numerous companies across the country to supply windows and doors for our new self build bungalow, we called on spec to Hadleigh Glass showroom in Hadleigh and found they do all that others offer, were more local and we actually saved money. So they installed in Dec21, we moved in in Aug 22 and we were very happy with the result. Recently one of the patio door handles was difficult to operate. We used their online service booking, had a call back within 24 hours with a date to visit within the week. All free of charge based on their 10 year warranty. The engineer was great, efficient and timely. Without that service, getting someone to be bothered to help out/repair could have been a nightmare. Great service and peace of mind for the future. Thank you very much.

"Composite front door"

Service & advice for choosing our composite front door was excellent. The style & colour complement the cottage perfectly. Fitting was likewise, seamless, timely & no mess.

"Excellent window installation"

Excellent window installation.
Quality products and helpful contractors.
Very pleased with the end result

"2 YEARS ON AND STILL MY FRONT DOOR IS NOT SORTED OUT"

Having had a great experience with my windows from Hadleigh Glass I made the mistake of using them to replace my front door back at the beginning of 2021.
It has so far taken over 2 years and I still do not have the correct door in place

The attention to detail on this specific door order has been awful - no one has taken ownership of it from start to finish - if they had I am sure the saga would not have got to this point.

Door 1 - Opened inwards instead of out
Door 2 - Opened on the wrong side
Door 3 - Arrived looking like it had been kicked around the warehouse
Door 4 - Plank affect when plain was ordered
Door 5 - Wrong lock
Door 6 - Plank affect again - this one arrived March 23rd and 8 weeks on I am still waiting for an update and date for the fitting of door number 7.

To be transparent I have been asked if I would accept the wrong door at a discounted price when door 4 arrived but it was not suitable for my property and so I declined it.

I was then given some money off the cost of my door for my trouble over a year ago which initially I felt that was acceptable recognition for the errors.

I have held off posting a review as I truly hoped this would be sorted out way before now but now 2 years have come and gone I have no choice but to share my experience with others.

It is so very disappointing after the great experience I had with the windows.

"Hadleigh Glass - Great product, service, and fitting"

Excellent experience with Hadleigh Glass from sales ordering through to fitting. Great product and service with no hassle at all. Would highly recommend.

"Conservatory and base"

From what was a fairly difficult design to installation Hadleigh glass design team and installers were really good nice bunch of blokes and hard workers even in the snow. Very pleased with end result.

"Amazing Service"

Our sales rep Tom was amazing. He sorted any problems out straight away. Would highly recommend.

"Excellent service,quality product,great…"

Excellent service,quality product,great fitters excellent communication from the office 23 windows , bifolds and French doors so happy I went to Hadleigh glass

"Hadleigh glass experience"

Hadleigh glass fitted new windows this weekend and this is the second time we have had products from them. Fantastic products and service, great work that I would highly recommend.