Deceitful Company.
Absolutely awful experience.
We trusted this company as “specialists” in their field, discussed the stairwell and measurements on site, and expected professional guidance throughout the process. Instead, we ended up with an extra truss that they never told us they were charging us for and refused to refund, causing us unnecessary stress and financial loss.
What makes this even worse is the complete refusal to accept any responsibility. Rather than resolving the issue fairly, they shifted the blame onto us and then offered a £100 discount on a future order as a “gesture of goodwill” — despite the extra cost we’ve suffered. After this experience, there is zero chance we would ever use them again.
The customer service and complaint handling have been extremely disappointing. No accountability, no genuine effort to resolve the problem, and no real care for the customer once payment has been taken.
I would strongly advise others to think very carefully before using this company.