I purchased a greenhouse one year ago which was not correctly installed. I dealt with the incorrect installation with the fitter separately, but was disappointed with the customer service I received from Greenhouse Stores (the distributor) and Vitavia, the greenhouse manufacturer.
They were slow to respond to my complaint, and I had to google a different email address to the one cited in my purchase receipt before I got any response at all.
They didn't have sufficient stock to make it easy to send replacement parts. Instead they sent very vague instructions for sourcing replacement glass panes 'from local glass suppliers'. This is not user-friendly for a retail client.
When I had an issue with the greenhouse they were only able to send me a list of how the greenhouse was not fitted correctly, yet my installer tells me that some of your assessment was incorrect.
Furthermore, the assembly instructions are too complicated compared to competitors e.g. simplicity greenhouses.
When I sent them this feedback they seemed to just argue my points rather then take any feedback on board. They didn't even apologise for ignoring my first few emails that went to an email address they don't use anymore - the most basics customer service error!
It doesn't bode well for the after-care of my greenhouse which I hope will last for decades and to need further after-care. I have since heard that simplicity greenhouses are much better and wish I had purchased one of those.