Extremely Poor Customer Service – Order Delayed Beyond Stated Lead Time
I placed an order on the 21st of May and was advised a lead time of 4 to 6 weeks. We are now in week 7 and I still have no confirmed delivery date.
Despite several attempts to speak with someone from management about my concerns, no one has been available or willing to address the issue directly.
Today, I was sent a link from their own website confirming a 4 to 6 week lead time. However, in a follow-up email, they attempted to reframe this as a manufacturing lead time, which is misleading. For clarity: lead time refers to the period between placing an order and receiving the goods — not just production.
Their website clearly references only “lead time” with no mention of “manufacturing lead time,” and yet no one from the company has taken accountability for the conflicting and inaccurate information being provided.
The only positive outcome is that I’ve discovered who their supplier is — LPD Doors — and I will be placing future orders directly with them.
Sadly, the customer service I’ve experienced has been consistently poor and incredibly disappointing.
Updated following the reply to my review
I'm genuinely disappointed by the lack of respect this company has shown—not only to me as a customer, but also to their supplier.
At no point has the Customer Services Manager acknowledged that the doors are delayed. In fact, I was informed via email that the doors would not be considered late until 11.07.25. However, in their public reply to my review, they contradict that by acknowledging the delay and shifting blame to LPD Doors. I contacted LPD directly and found them to be polite, helpful, and transparent.
The company also claimed that it’s not possible to buy doors directly from LPD, which is seems untrue—I’ve confirmed this myself by visiting their website.
While I don’t believe the customer is always right, in this case it’s clear: I was told one thing in private, and another was stated publicly. That inconsistency, and the attempt to deflect blame, is unacceptable.
