Don't go near them
Don't go near them. We where told by their salesman we would wait three weeks to be fitted for a new door. Unable to contact them on numerous occasions and when we did get through we where told they would have to come out again and re measure . We waited twelve weeks in all. In which time we had payed nearly £2000. When door arrived and was fitted I signed the job off as complete. A week later we noticed no door number had been fitted as per our plans which fortunately I had saved and downloaded. After numerous calls again trying to contact them I finally got through to after sales who informed me they didn't have any information that I had ordered numbers but they had a pic that showed my numbers on the wall next to the door.( Those numbers where tiles fitted by me) . ,but he would investigate. On a later phone call after the weekend and trying multiple times to get through again I was told I had signed the job off in spite of me saying I had the agreed plans with the numbers that I had payed for. He was telling me I had signed the job off and that was that. At this point I,m sorry to say I lost my temper and accused them of basically BS me, and he rightly hung up.Let me just say that once they have your money they are not interested. Communicating with them is very difficult . NOT RECCOMENDED AT ALL
Resposta da Ryburnewindows
Thank you for your feedback. We are sorry to hear that you are dissatisfied with your experience; however, we feel it is important to clarify several points regarding the concerns raised.
Our lead times are indicative rather than guaranteed, as we rely on third-party manufacturers and suppliers throughout the process. We are unable to confirm an accurate timescale until we have received the necessary information from our manufacturers. While we acknowledge that your order took longer than anticipated, unforeseen circumstances can arise within the supply chain that are outside of our direct control.
Regarding the additional survey, we had identified issues with our previous surveying process and took the proactive decision to arrange a further visit to ensure all necessary details were checked before installation. This was to help ensure the order proceeded correctly and met the standards we expect. This additional visit did not delay the progress of your order, and we have since implemented internal measures to help prevent similar issues from occurring in the future.
With regard to the door numbers, we have reviewed the documentation used to process your order. Our signed technical survey serves as the definitive specification and instruction to manufacture, and we rely on this document to ensure the finished product reflects the agreed requirements. Having checked your survey documentation, we can confirm that no door number is specified. The survey was signed off prior to manufacture, authorising the order to proceed in accordance with the details recorded. Unfortunately, we cannot accept responsibility for an item that was not included in the signed manufacturing specification.
We must also clarify that your concerns and queries have been responded to, and we do not agree with the suggestion that we have been uninterested in assisting you following payment. We recognise that communication is an important part of the customer experience, and we are always looking to improve our processes. However, we believe it is equally important that the circumstances surrounding your order are represented fairly and accurately.
We remain committed to delivering products to the agreed specification and addressing customer concerns in line with the documentation and information available to us.
We are happy to invite you into our premises to discuss this matter further with Ryburne Management.
Kind Regards
The Ryburne Team