Dunster House Windows and Doors - www.windowsanddoors.co.uk

DONT BUY FROM THEM.

over a month and still no windows and they won't refund as they say it is in production week after week....TRUST PILOT FAKE REVIEW

Terrible company to deal with and never will again! On the day of delivery, they phoned me to say that the delivery driver had not picked up one of the windows and the earliest that they would send it was the following week (8 days), which was unacceptable. I then checked and found for another order they had not sent a door either, again when phoning them I was told 8 days. Admittedly at this point, I got upset and now they refuse to answer my phone calls or respond to my emails. Consequently, I have two unhappy customers who I had scheduled in for works only to now have to put them off for over a fortnight.

Their customer services suck. I dealt with their deputy branch manager who was obnoxious & arrogant and made no attempt to resolve the issue sooner. All they had to do was get a courier and send me the stuff sooner but they were adamant that they won't budge on their 8-day delivery schedule.

If there was truly karma this business would burn to the ground. money hungry, cheap and shoddy, hostile customer service......they deserve the worst of what life can offer.

I am very pleased with my windows made exactly to my specification.When I found part missing customer service was very helpful and sent replacement item promptly.

We took delivery of a window that we assumed the frame was covered with a protective peel back plastic. Unfortunately we were wrong so many scuffs and scratches. All complaints have to be emailed. Washing with soapy water was the suggestion that came back. That didn't work a touch up pen was sent a "gesture of goodwill" and now copy of delivery note that we signed has been sent. Awful aftersales.

I purchased 3 UPVC double glazed windows from Dunster House. First problem I had was that sealing of the units with tape was a bit haphazard and the black sticky sealing material had spread onto the glass requiring white spirit and a lot of effort to remove. Not too upset, however shortly after fitting the windows I noticed a scratch on the inside of one of the units. I contacted Dunster by email, didn't really anticipate any problem at this stage, just assumed they might suggest a satisfactory solution.

Dunster Houses response was short and sharp, as the window had been fitted and I couldn't prove where the scratch was Dunster House did not accept any liability. Very disappointing as it was the smallest window and the cost to them of a replacement unit would have been quite small. When I suggested that I would post my experience as a review "Customer Service" then responded: please be advised that in the event that you make any libellous or slanderous comments about our Company, products or services then we will pass the case on to our Legal Department and seek third party advice if required. That really is customer service like I've never experienced before!

Below is copied an excerpt from a letter to the Managing Director, from which we had no useful feedback or resolution of the problem; on the basis of this experience, we would never recommend them to anyone.

We have just received 8 window units under this order and have now had a chance to inspect them. My wife and I are both extremely disappointed in the standard of manufacture and would request that you collect the goods for return and give a refund for the order.

So why are we so disappointed in the standard of goods?

First, the jointing between the mitres on the frames is very obvious, with the framing adhesive evident at almost every joint and standing proud from the surface of the frames. In quite a few joints, the mitres are out of alignment -- with a 1mm step across the joints and (presumably) the window frames being equally out of true; the stress across the glazing casements would concern us long-term?

Secondly, the mitres on the glazing bars have large (up to 5mm) gaps between some of the bars on both the inside and the outside -- and these must surely give significant risk of water pouring into the casement frame? In addition, such gaps provide an ideal access point for jemmying the windows during burglary.

Thirdly, where mitres on opening casements are misaligned, the sloping edges have been milled away – leaving, in many cases, 2-3mm of underlying grey plastic visible. The lines of exposed plastic are unsightly and negate the reason for paying considerably more to have a timber effect.

This cumulation of unsightly details and structurally poor standards is unacceptable to us and we would be grateful for your dealing with this issue by appropriate refund.

This company has customer services which are designed to deal with customers who feel ripped off, presumably because they have had years of experience letting people down. They will not speak to you or answer any questions they just say 'put it in an e mail' which is most unsatisfactory when the problem needs sorting then and there.

They enjoy being e mail only contact then they can just carry on fobbing you off without having to deal with real people who have real problems with their goods.

Don't use them if you want any back up service or customer care.

I have dealt with and worked for window companies for 15 years now and I must say that dunster house are by far the worst. We ordered £2500 of products ( 10 windows and 2 doors). We ordered online which was straightforward and quick. Payed by credit card and then heard nothing back for around 4 weeks. We tried to ring them 8 times to find out where our frames were as the whole project was being held up but the only response was " our production team are very busy, we will ring you back". As I say this happened 8 times before finally receiving our order 6 weeksafter ordering. Not once did anyone have the courtesy to phone me back. When I eventually received my order, parts were missing and one of the frames was made too small. Now these things happen but when you try toresolve it there iis no after sales service whatsoever. The only contact is via email which they answer as and when they feel like it. I can honestly say, DO NOT USE THIS FIRM. Although cheap they are useless, the quality is very poor and the after sales help 8 non existent. I repeat DO NOT USE DUNSTER HOUSE.

I had 6 windows from Dunster House the windows look fine delivery was fine.

After sales service is appalling they don't even understand what you are telling them

ie I purchased 6 upvc windows from you order NoSO034906 20/11/11, the handles of which are of poor quality. I have already paid £20 for 1 replacement from you on the 14/2/14 and now another has broken.The other 7 windows in the property have been here in excess of 10 years with no such problems.If you would like I will send the broken handle to you for your inspection and you will be able to see why it has broken .

their reply,

We are sorry to hear that a second one of your handles has broken since your delivery from ourselves in 2011. As our window and door fittings are covered for 1 year this would be outside of warranty and therefore we would be unable to replace this for you under a guarantee.

We do sell hundreds of doors and windows each year to many happy customers and have been using the same handles for some time. If you wish to order a replacement this can be done by contacting our sales team on 01234 272445.

My Reply

First of all I would like to point out your 1 Year guarantee for window and door furniture says 1 Year against failure in operation. It does not mention defective materials.

Secondly you wrongly assumed I was asking for a replacement.

Thirdly why would I want to buy another inferior replacement from you when I get a better quality replacement off an old window I took out 6 years ago, still in good working order.

And finally you missed the point when I offered to return the the broken catch for you to see the design fault.