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3.6
12 reviews
Replied to 100% of negative reviews
Typically replies within 1 month
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Can’t recommend Vale Glazing highly enough just had my composite door fitted very pleased with the way everything turned out from the design to the installation stage, fitters were excellent very clean tidy & quick.Excellent all round.
After a genuine ( on both sides ) missunderstanding about the expected delivery date, the situation rapidly deteriorated. Any company can appear good when nothing goes wrong. Its when a problem occurs, and the way the company chose to deal with it, thats most telling. For me, Vale Glazing were either unwilling or unable to offer solutions. The prefered method in my case was to issue softly veiled threats of legal consequences. They didnt manage to get that right either. Order cancelled, placed elsewhere. Bullet dodged.
Reply from Valeglazing
There was no misunderstanding regarding the order.
At no point prior to placing the order was any deadline or “latest acceptable date” discussed or agreed. Your order was taken in good faith as a bespoke, made-to-measure product, and our surveyor attended to complete final measurements. During that visit, he also took the time to adjust and fix a separate door at your property, installed by another company, at no cost, purely as a goodwill gesture.
Once your order had been confirmed and placed into production, you then introduced a new condition that you would seek to cancel if the door was not delivered by a date of your choosing. This was not part of the agreement, and as explained at the time, made-to-measure products cannot be cancelled once in production. The delivery timeframe provided was always an estimate, not a guaranteed date.
For clarity, there was no delay at that stage and no indication that your order would be late, the issue was raised entirely hypothetically.
When this position was explained, the tone of communication became increasingly confrontational. As a result, we made the decision not to proceed with the order.
We do not make threats, we simply explain contractual terms clearly and transparently.
We wish you all the best with your new supplier, and would respectfully suggest that any specific timing requirements are agreed at the point of order in future.
No complaints whatsoever. Easy to communicate with and stuck to the promised time frame for delivery and fitting. Great price and very please with the product. I will definitely use them again. Thank you.
We have used Vale Glazing (Pontyclun, South Wales) for two major projects involving doors and windows to date and are currently liaising with them in connection with a third. They are far and away one of the very best companies or organisations that I have ever dealt with over many years as a homeowner or in relation to work. Everyone from office staff, to design and measure, plus installation and fitting, are invariably friendly, helpful and efficient. The quality of the products and workmanship is absolutely second to none. I cannot recommend them highly enough. Full marks for everything. Thank you to everyone at Vale Glazing.
Excellent service from start to finish. Whole process was quick and painless. Nick Lloyd installed our door and was very skilled and friendly. Cannot recommend this company more.
Sales, office and installing team were fine, however the company owner - Justin Maunder advised the finance company had revoked an agreed interest free finance agreement on completion of the job and then demanded full payment in an unprofessional manner with very little regard for customer service at any time. Upon contacting the finance company myself this was untrue and could be and was resolved. The company owner takes no accountability for their dealings with customers and blamed this on myself and the finance company stating 'it was my problem now'. Also withholding our installation paper work as a method of attempted blackmail in exchange for a credit card payment in full. The matter is now with trading standards to investigate. Only putting this here to act as a warning for anyone considering using the company Vale Glazing (part of the JMP group). Please if unsure of anything seek legal advice as I did and speak to the finance company yourself. All good reviews on Facebook as they block anyone who is not happy with the service they receive or delete the review it would seem!
Reply from Valeglazing
We always strive to provide the best service to our customers, and we are disappointed to hear that you feel this way.
To clarify, your finance agreement was due to expire, and we did our best to keep you informed well in advance to ensure a smooth process. As a business, we have to work within the terms set by the finance provider, and unfortunately, once the agreement expired, we no longer had the ability to process your payment through that method. While we understand that this was frustrating for you, we acted in accordance with the information provided to us by the finance company at the time. They later acknowledged that they had given us incorrect information, and we relayed everything to you transparently and also the finance company emailed you directly to apologise.
Regarding your comment about review removals on Facebook, we’d like to clarify that businesses do not have the ability to delete reviews.
We regret that this situation has led to disappointment, but our intention was always to work with you fairly and professionally.
As you know the review you have left is untrue as you are fully aware that the finance company informed us that the finance had expired, even though they managed to resolve this for you. I can understand that you were very disappointed because you thought you were going to have to pay from savings rather than use the finance facility, at least it was all resolved in the end :)
Initial installation of the door was fine however door was very difficult to lock after 4 months I could not even lock the door aftercare came out and temporarily sorted the issue. However I am now in the same position where I cannot lock my door the lock and door handle is completely wobbling and when I phoned to query this after having no response off email. The customer service was very condescending and I was told this was my fault having not lubricated the silicone even though they’ve not yet came out to view this aswel as it being an ongoing issue from installation.
Donna who I previously dealt with was great however the gentleman I dealt with today was very unwilling to help I told him my availability for a call back and he basically told me if I miss the call tough luck didn’t try arrange a suitable time/date and without viewing the issue told me I’d probably be charged.
Not what I expect with a door less than 2 years old and already needing somene out TWICE already. No empathy and no apology.
Reply from Valeglazing
Thank you for your feedback, and I’m genuinely sorry to hear that you felt let down by the aftercare experience.
Firstly, I’d like to apologise for the delay in responding to this review. We’ve only recently started monitoring our Trustpilot account, the account wasn’t set by us and we had to try to recover it, so this wasn’t something we were previously aware of.
Having reviewed your case from December 2023, I can see that we attended shortly after your contact and were able to resolve the issue for you, which you kindly acknowledged at the time. That said, I do appreciate that the situation beforehand was frustrating, particularly when you were unable to lock your door.
Just to clarify for transparency, all of our doors are fully covered by a guarantee, and any genuine fault is always dealt with at no cost. As part of the standard care and maintenance, locks and mechanisms do require periodic lubrication (typically every six months), which is outlined in our aftercare guidance. Where an issue is found to be due to maintenance rather than a fault, we do advise of a potential callout charge in advance, this is simply to ensure our engineers are available for genuine warranty issues.
Importantly, this does not affect your guarantee in any way, and where there is any fault, we will always put it right.
I’m sorry if this wasn’t communicated clearly or came across the wrong way during your call, that’s certainly not the level of service we aim to provide, and I will take this on board internally.
We’re pleased we were able to resolve this for you promptly at the time, and if you ever have any further issues or require and additional products, please don’t hesitate to get in touch.
What an amazing team of people, from the person coming out to measure and quote, the delivery people for bifold unit and glass, to office staff confirming dates/times and a really efficient friendly hard working fitter! The Bifolds make such an amazing difference to the room. I am blown away! Thank you to the excellent team at Vale Glazing. Cant recommended them highly enough.
New front door fitted. Friendly professional sales team who did not push or pester.
Someone came out to measure, apologies can't remember his name but again friendly and professional.
Around a 6 weeks wait, but all this was explained in the beginning.
Tom then came and fitted door,again friendly and professional. Door looks great. No mess left.
Was definitely 5 star service.
Have 2 points though-
1. Can't use card payment has to be bank transfer.
2. Asking for whole payment before door fitted. We have been caught out before doing this. I would suggest paying a deposit then the rest on completion.
Had 3 companies quote for a new door, all roughly the same design. Vale weren't the cheapest, fell right in the middle, their customer service was amazing, the door is awesome and the person installing it was really helpful and very tidy. Left the doorway looking immaculate and even cleaned the little side window (which wasn't touched) so it all looked nice. Above and beyond. Well done Vale!
Requested a quote under the promotion for doors advertised on Facebook as £995. Within the ad was a selection of door photographs.
I choose the door but was undecided so submitted three separate ones. This was due to the page stating only quotations requested would be eligible for the offer.
As I wanted new windows bi folds etc I requested a quote for these too.
Appointment made. Happy days but told don’t worry about the quotation as you would be buying more products the prices would be lower( fab news I thought)
However, the door quotations came in as over £1400 max £1700.
Upon showing my husband the quotes he questioned why the add showed these doors but that they were not included in the promotion.
Therefore I emailed vale glazing and that’s where my opinion changed.
The responses were shocking..
With words of” majority of ppl understand this” ( however, I questioned this on the fb ad and another lady did and both were removed)
And” there has only ever been two complaints and I am one”
“And they have had a lucky escape” an
“ the doors they sell are worth £3000 🤣and I wouldn’t buy any cheaper”
Vale glazing your style of customer service is shocking! Your Facebook ad is totally mis leading and I will be taking this further!!
Had my new door fitted today and have to say I am very happy. Looks very nice, lovely colour and I noticed right away how much more secure it looked compared to that of my previous door. The guys fitting the door were brilliant, efficient and tidy and I am very happy with the finished product. Fully recommended
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