My experience with First Home Improvements was deeply negative and warrants this warning. The entire process was full of fundamental incompetence from the start, beginning with a pushy sales consultant who designed a ground-floor window that failed basic building regulations and couldn't even be manufactured as drawn.
While the survey correctly identified this error and required a change, we subsequently signed a formal Contract Variation confirming these changes with an explicit £0.00 price adjustment, keeping the agreed total.
Despite this signed agreement addressing their consultant's mistake, the company inexplicably demanded approximately £388 extra days later, citing internal costing issues. This blatant disregard for a signed agreement was the second major failure.
My attempts to resolve this descended into appalling customer service. The Leicester Branch Manager was unprofessional, deflected blame, failed to follow up after promising a solution, and made a shockingly offensive and discriminatory comment suggesting a "language barrier" hindered my understanding. The Regional Manager simply reiterated the unacceptable ultimatum – pay their extra charge or cancel – ignoring the signed variation.
Even a follow-up call from Customer Care focused solely on disputing my factual online review and intimidating me about its removal, rather than addressing the company's poor behaviour or the managers' conduct. Ultimately, faced with their refusal to honour the agreed contract and their unprofessional handling, I was forced to cancel the order, resulting in significant wasted time and stress. From initial incompetence to offensive management, First Home Improvements demonstrated a lack of accountability and respect for customers. I strongly advise others to be careful and look elsewhere.
