Smith Glass LTD Arvostelua 

Vastaus yritykseltä Smith Glass LTD

19.3.2022

Good Morning
Thank you for leaving a 5 star review, I do apologise that you have not yet been sent your receipt, unfortunately due to COVID we do have a number of staff working from home and on rotation into the office on differing days, due to this we are a little behind with some of our processing admin which is less time critical however we are working on rectifying this situation and you will receive your receipt in due course. I assume other than this minor issue you are happy with the work carried out and the installer, I have noticed that your door was installed ahead of schedule and that you did score us 10/10 in our own customer satisfaction survey.
We hope that you would consider us again for any future projects.

Many Thanks
Ryan
Smith Glass LTD

Vastaus yritykseltä Smith Glass LTD

9.3.2022

Good Afternoon

Thank you for taking the time to leave us a review and we appreciate your honesty.

Firstly do let me apologise for the delay you encountered, unfortunately composite doors are subject to longer delays due to their country of origin and getting supplies into the country since Brexit has been a longer process.

With regards to the composite door side panels, it is unfortunate that we were unable to accommodate a composite side panel for you, the way composite doors are manufactured only allows one set size for a side panel and unfortunately the opening you have there was too wide to have one panel but too small to have two. Instead of this we created a UPVC side panel but provided custom made hand crafted lead and bevel design to match in with the door and provide a stunning feature, had this option have been taken at point of sale last year we would have certainly offered a discount for you however due to the continued price rises seen throughout the industry we had no option but to hold our price point (infact we made a loss on this project due to the increases in wholesale cost to us between point of sale and manufacture)

With respect of the KUBU smart mechanism, there may be some confusion with this, the door itself comes equipped to take the KUBU module (there is a blanking plate in the door which you remove to insert the module) however as this is an item that integrates with your smart home appliances such as Alexa we would expect a customer to purchase this module and configure it with their devices themselves for security purposes, we can provide you with technical information if required however this is a very straightforward process and the module has full setup instructions.

I hope that you are satisfied with the product, workmanship and our dealings with you and can again only offer our apologies for the unfortunate delay in installation.

Kind Regards

Nikki B
Smith Glass LTD

Vastaus yritykseltä Smith Glass LTD

23.2.2022

Good Evening

Thank you so much for taking the time to leave us a review, I can see from our file you were recommended to us.
I do again apologise for the delay in getting the fitting booked for you but as you say we did encounter some minor delays in acquiring materials but now the work is complete we are pleased to hear you are still happy.

Many Thanks

Dean
Smith Glass LTD

Vastaus yritykseltä Smith Glass LTD

23.2.2022

Good Afternoon
Firstly let me say thank you for your honest review and hopefully I may be able to provide you with further information to perhaps ease the way you are feeling regarding this, "ripped off" is certainly not the way we would like to leave our customers feeling.
As you know as a company we have been trading a very long time, in your own review you have confirmed that we ourselves installed the windows for you over 11 years ago and I assume you are satisfied with them or you wouldn't have chosen to come back to us again, however due to the age of the works we would no longer have your measurements on file as all paperwork is destroyed at the end of the guarantee period, this means that we have to send both a surveyor and installer along for you, the glass is also A rated which requires a longer processing and manufacture time and also comes with a new 5 year guarantee, all of these unique points do come at a cost.
The fact that it took our installer mere moments to install is testimony to his skill and experience in the field, the 20+ years of ongoing industry experience and training that he has acquired through our company allows him to be able to get a job installed as quickly as possible to allow you to carry on with your day.
We are also a VAT registered company which means that 20% of the order value goes straight to the tax man so an order for £400 is really only £320 of which then we have to pay our staff (6 different staff members were involved in the fulfilment of your contract, specialists in their own fields), we have to purchase the materials such as the glass, spacer bar, desiccant, argon gas, cleaning materials etc, we have to supply our staff with full PPE to ensure they are carrying out their works as safe as possible and specialist tools to enable them to carry out the works correctly, we have to pay insurance, rates and utilities and an untold amount of other expenses and we do understand that there will be other smaller companies out there able to offer the works at a cheaper price however with ourselves you get the piece of mind of 55+ years of trading and a company who will still be here to service your guarantee should you need to use it.
I understand that my response may appear blunt however that is not the intention and absolutely no offence is intended, I am just trying to provide some clarity as to the true cost of what is involved in what may seem a simple job.
Hopefully my explanation has gone some way in alleviating the feeling of being ripped off and we thank you again for your custom.
Kind Regards
Ryan
Smith Glass LTD

Vastaus yritykseltä Smith Glass LTD

Päivitetty 21.2.2022

Good Morning

We have reached out to you for further information on your identity as we have no outstanding cancellations awaiting refunds, I have noticed that your other reviews for other companies are of a similar nature.

You have stated that there is a false date on the VOC, a VOC is a variation of contract document which is only done if a customer has changed the specification of their order? We would not create a VOC for a cancelled order as there would be need for us to take additional time doing this.

**UPDATE 21/2/22** - Thank you Mr Avijit Das Avi for providing your details which have allowed me to identify you, I have looked into this for you now and can see that you agreed a contract with ourselves, soon after you contacted our company asking for us to conduct a "price match" you did not provide us with any evidence of the quote you wanted us to match and changed the original quote specification, however we agreed as a gesture of good will to take your word for this and would match the price, you agreed to this and instructed us to proceed.

We instructed our surveyor (at our cost) and he has tried to contact you to arrange survey however you are refusing to allow him access to carry out the survey, as explained to you you are in a contract for works to be completed by ourselves and it is our intention to complete the contract as agreed.

Refusing to allow our surveyor access does not cancel your contract, as you know you specifically asked for us to proceed within your cancellation period to meet an asap installation schedule and as such costs have already been incurred, we have informed you that should you wish to cancel the contract we can accept this however there will be costs of which you would be expected to meet however you have refused to deal with this amicably.

We are not being defensive, we are just stating the facts of the case, you placed an order with ourselves, you have tried to cancel said order outside the terms and conditions after costs have already been incurred which as the purchaser you are liable for and you are refusing to allow us to carry out steps which allow us to complete the contract for you.

Please note - We have received no contact from you since 29/01/2022 with regards to this and our emails since have gone unanswered.

Vastaus yritykseltä Smith Glass LTD

15.2.2022

Thank you for taking the time to leave our company a review.