New Wave Store Ltd Recensioni 98

Absolutely shocking company to work for, I am a sole trader resin installer I installed a job for them over a month ago and keep getting palmed of with excuses as to why they can't pay me, like the customer hasn't payed them yet so decided to contact their customer, who informed me that she payed the same day, then I was told it will be every day since and still no money, followed by oh I thought you'd already been payed. They now don't answer the phone and the woman who supposedly does the payments was extremely rude and put the phone down as soon as she found down who was calling.

I'd avoid this company like the plague for both having work done and working for them. Absolute con artists poor quality jobs and materials used, corners cut everywhere and terrible customer service.

Rubbish waste time that Rachel.

Can’t be broth book you in

She make so much excuses and make yourself sound so depressed she’s very unprofessional and shouldn’t have a

We purchased Astro turf from the company and we found the whole experience fantastic. The customer service during purchase was great.

I priced up all of the add ons like nails/pegs and glue tape and the prices and quality were better than any other place I could find.

When the grass was delivered the gentleman that delivered it was so friendly and helpful.

I am now looking to purchase a pergola from them.

If anyone is looking for Astro turf I would recommend this place.

I was not looking forward to working with this company again. I had no choice but to go with New Wave Doors for my extension as my existing doors are also from them.
My experience this time was so different from the first. They were responsive, thorough, communication was excellent and they met the delivery date. None of which happened the first time around!
They have obviously restructured their business and processes. A very unexpected, pleasant experience.
Good job New Wave Doors!

If you value customer service and communication avoid at all costs otherwise it will cost you!

The short version is that I currently have a door that I can't open and the only company able to fix are New Wave Doors. Having agreed a repair was possible and a price to do the work I faithfully paid and had confirmation, from Claire, that the payment had been received and a date would be arranged 'in a couple of weeks time'. That was on the 1st Nov and I have heard nothing since, zilch, diddly squat. Don't be fooled that up to that point the communications had been plain sailing, they hadn't, it was slow but I accepted the Covid situation may be having an impact.

Since the last email from Claire I have sent 4 emails (8th, 19th, 30th and 10th Dec) all without reply. I refuse to believe the workload, at New Wave Doors, has been so greatly impacted that one of my emails has not made its way to the top of Claires inbox, that even just an acknowledgement couldn't be sent, they do, after all, have £366 of my money.

This is a rock and a hard place for me. I pull out, go to small claims to get the money back and I still have doors that don't work, leaving me having to replace the whole lot at far greater expense or I sit it out for an undefined amount of time ever hopeful that I will actually get an email and something for my money. What would you choose? The answer, for anyone reading this, is avoid New Wave Doors in the first place and choose another door manufacturer.

Hiding behind Covid pandemic.
Beware of this company. I ordered and (after a long delay) had the doors fitted at the beginning of April. This period was during the second wave of Covid during the lockdown. During this time you could contact the company by telephone and email which I had to on numerous occasions.
The doors have developed a fault after 4 months. When you try to contact the company now by telephone you are unable to and you get an automated response by email.
The company have not responded to my request to come and fix the fault. I have absolutely nob way of getting them to respond to me.

Horrendous company!! Ordered & paid for doors over 15 weeks ago back in March 2021 knowing that we needed the doors for the end of may/beginning of June, we are still yet to receive any doors! When ordered it was stated that the lead time was 7-8 weeks for them to be made & installed…. As we knew we didn’t need them until beginning of June this gave them a good 12 weeks to make our doors and to allow for any delays, So our doors should of been made and ready for installation on time with no excuses!! Our installation date was June 14th we rang a few days before to confirm a time they will be arriving, they didn’t answer so we emailed, then got a reply 3 days later on Friday 11th June (the working day before our installation date) at 4.30pm Saying our doors haven’t even been made yet as they are waiting on a steel delivery so they won’t be installed on Monday. Last week Thursday we were told the steel has arrived and they will call us Monday 21st with a new installation date! They never called, we have left them emails and tried calling for updates all week to get no replies. Then this week Friday 25th June we received an email saying they are now waiting for ANOTHER steel delivery which they won’t receive until the 12th July….who knows IF or WHEN we will ever get the doors, We have asked for a full refund as they haven’t stuck to their contract, we would rather just go elsewhere to order from another company but they are refusing to refund us, We have left reviews on their Facebook which have been removed and now we have been blocked from commenting on their posts. Since leaving a review on another forum I have had so many other people come forward telling me the exact same thing has happened to them, even when people have received their doors they’ve had problem after problem and the aftercare has been shocking! We haven’t even received our doors yet and are having massive issues with customer care, I can’t imagine what it will be like if we receive the doors and encounter a problem and need to use their aftercare service with the apparent 10 year warranty!

The guys came to fit the doors and everything went very smoothly.
Now that it has finally stopped raining in Devon we have been able to open them up and fully appreciate just how well they work.
Many thanks for an excellent service.

Had doors fitted back in Oct 2020 and now having problems with the doors.
I have been in touch with them by email ( the only way they MIGHT reply as they are still blaming Covid for the lack of staff to deal with customers ) and have had 1 reply to fill a form in, which has been done and sent back ( nearly a week now) and they have still not come back to me to rectify/book in a visit for the faulty doors .
You cannot get threw to them by phone as the lines are not manned.
When the initial order was placed it was in the midst of the pandemic and was probably the worst time to place a order but they did at that point make sure that the order went threw ok so as to not lose a sale but now they are taking forever to answer back.
This is very bad customer service for a client who has paid good money to have a product with a 10 year warranty and peace of mind and is now having to chase them up on a daily basis ( by email ) and get no reply , not even a courteous "sorry we are busy and will get back to you as soon as we can".
Very unsatisfied.

We had our doors fitted back at the end of 2018, which wasn't straight forward.
The doors were fitted after a number of delays and paying extra to the fitters so that they would work late to prevent a 4th delay which would of had a knock on effect to other trades, so had little choice at the time.

Once they had been fitted we noticed a number of scratches and marks on the doors which we notified them of with 24hours as per the T&Cs.

These have still not been repaired as at the time Newwave just wanted to touch the damage up on brand new £5000 doors which I was not happy with.
We now have a problem with the main door and one of the other doors catch on the sill so they do now have to be physically lifted when you want to close them.

Newwave cannot tell me if this is covered under the warranty and want to charge me to inspect them even though they have still not been back to repair the damage from installation.

Newwave pick and choose which parts of their T&Cs apply to suit them and not the customer. They have now stopped replying to my emails.

I find their service and aftercare terrible especially if you have any problems, so if you choose to use this company and have their doors, which are a good concept, keep your fingers crossed that you don't have any issues as they are not worth the hassle.

Things started quite well, with good communication. I was a bit nervous by the fact that they didn’t typically take their own measurements for the doors and normally expect the customer to do this. I asked if they would take measurements, which they agreed to as long as my builders provided the finished floor level. I had to pay £150 extra for the measurement survey which seemed a bit ridiculous given the cost of the doors (c£4.5k) but I was eager to have someone take responsibility for the measurements - I thought New Wave would know their product well so naturally thought they were the best option.

Long story short, the finished floor level was provided correctly by my builder but the New Wave measurement surveyor took incorrect measurements which meant that when the doors arrived on January 8th they were too short. New Wave said they would remake the doors and that it would take up to 3 weeks. I was frustrated but didn’t have a choice and 3 weeks wasn’t the end of the world.

Since that moment I have endured atrocious customer service and the whole experience has caused me and my household (2 of whom work for NHS and are under their own stresses right now) great distress and frustration. At the time of writing (27 Feb) there is still no sign of the doors although I have been told they should be installed w/c 8 March - 8 weeks from when they should have been installed and 5 weeks later than I was told the remake doors would be installed!!!

The biggest problem is you can’t phone New Wave because of Covid - although every other building supplier I have dealt with in the past 6 months has managed to adapt to the current climate without damaging customer experience or significant delay.

There has been little to no remorse or sincere apology from New Wave. I have been asking to cancel and refund the order since mid January but they just say it’s not possible per their Ts and Cs. They are even refusing to refund the £150 for the negligent measurement survey! Their Ts and Cs clearly say that they are allowed 45 days to remedy a breach of contract - that point was passed on 22 February. Another warning sign is they insist on full payment before installation and you can’t pay by credit card so once they have your money you’re stuck.

I have actually had to get doors from another supplier, 1st Folding, who turned around my order in 2.5 weeks, which saved my build project as my kitchen fitter, tiler and decorator were about to walk away. So I’m £4.5k out of pocket now and have the stress of trying to recover the money taken by New Wave.

I would recommend saving yourself a world of stress and upset and use a more professional company that cares about all of its customers.

Disappointing - I rate these 2 star for customer service.
The actual product I believe to be very good .... so far. We had our installation carried out in November 2020 - fitters were very good. They spotted a problem with the door stay which attaches to the bottom door block and was noted on the paperwork. Promised a number of dates to fix and also told the following - They do not carry out either repair work or complete an installation (if it is a minor issue) unless "they have someone in the area." Also, due to Covid, they do not carry out repair work as they do not want their staff coming to a property (- installations are all good though as far as I can see - I guess that's because a payment is forthcoming). By the way, no- one needs to enter my property to fix this door - I note similar comments made on a number of reviews.
When I pointed out to customer services that without the door stay (which was removed by the fitters because it kept disengaging) meant the door could be damaged if it was to open too far, I was told that it would not be covered under warranty. Bearing in mind it failed at installation I hardly see that that would be my fault bearing in mind the little effort made to remedy the problem.
Nevertheless, all is still good, we are extremely careful not to leave the door open - fortunately it is still winter.
Anyway the latest update was that the planned repair for w/c 4th Jan didn't happen - no-one contacted me to say the repair wasn't going to happen so when I asked why, it was due to Covid and/or no-one in the area. I subsequently haven't heard a single thing since - some 6 weeks later.
It seems that you only get communication if you initiate it. Oh and I don't believe I have ever received a guarantee, something that seems a common thread on this forum.
I wonder if this problem would have been fixed by now if there was still an outstanding balance to pay - personally I think it would. What incentive is there for them to fix a problem when all is paid in full.
Draw your own conclusions from that.
As I said at the start - disappointing. Great product and if the installation had gone without a hitch it would have been 5 stars, but customer support/ communication is poor at best. Simply letting me know I have not been forgotten would be great and lets face it that could just be an email, so all the Covid excuses and working from home are lame and nonsense.

I would highly recommend New Wave as a company, we ordered 3 sets of doors from them last year, we dealt with a very helpful lady in sales to start with who answered our original queries, our builders then had some questions so the sales lady put the installation department in contact with them and everything thing was sorted within a couple of days, our doors were installed 2 weeks ago, all be it a little late, but I can understand this given the current climate.We could not be happier with our doors and we are so glad we made the decision to go with New Wave rather bifolds.

A very helpful man from New Wave came round in a van which had the doors set up in the back, great idea. We placed an order that day for fold and slide doors and also a window, we were most impressed. He was very helpful (apparently he has now left the company).

Everything went to plan initially. However after a very short period of time the door wasn’t opening without catching and making an awful noise.

We contact New Wave and were advised that in order for an engineer to come and have a look we would need to pay a deposit of £199 + Vat. This would then be refunded if it was a manufacturing/fitting issue. It turned out it was and we were advised we would be refunded.

So the site visit was arranged for 15th January 2020 (yes 2020).

We didn’t hear anything about our refund....so we chased it up (see two emails snippets below from New Wave).

10/03/2020
Good morning,

I have found the paperwork and the refund has now been approved and is with accounts

Kind Regards
(name removed)
Customer Services (Manager)

Now have a look at when we finally received the refund.

09/11/2020
Good evening

I have tried both accounts for ##### but neither worked.

I have however managed to create a payee for #####.

The payment has just been done, can you please confirm receipt.

Apologies for the long delay.

Regards

(Name removed)

That’s right ten months! Regarding the refund the account details that were sent to the company were correct, we double checked.

I also had reason to reported another issue in October (during the numerous emails with the Customer Service Manager) and was advised that they would send people out next time they are in our area, we currently can’t use the doors due to something that will literally take someone that knows what they are doing minutes I’m sure! Guess what we’re still waiting! I appreciate that everything is far from normal currently but I am aware that the fitters are still working. I don’t even think they would need to enter the property to re attach the part.

So would I recommend New Wave? Not on your Nelly...... If they hadn’t messed (& continue to mess us) around then we would say we do like the doors. However the customer service has absolutely been the worst we have ever experienced....even though they were all super delightful prior to the problems! They even pressed for a review as soon as the doors were fitted (see below).

Hi (name deleted)

Sorry to chase but reviews are so important these days, did you get chance to find the link?

Kind Regards

Fingers crossed the Customer Service Manager manages to get our doors fixed in the next week or so.

Sorry for the essay but honestly, really pleasant company till they have your money (& if you’re lucky enough that nothing goes wrong then great), followed up with abhorrent aftercare. I have literally chased them up a ridiculous amount of times. Maybe the Customer Service Manager or the General Manager could give us a cal!?

Further to the company response.

I have heard numerous reasons regarding the impact of COVID, which I completely understand (knowing numerous business owners myself). However the refund should have been processed well BEFORE lockdown! It also does not justify the contact from the company being zero (unless I consistently email & even then the responses do not remedy the situation). I know that the fitters are working (which has been confirmed via the Customer Service Manager). Not once has the phone been picked up. Also as a customer that has already paid, why should I not be classified as worthy of a visit unless they’re in the area? Really poor, simple put we have a set of fold and slide doors we cannot use.

We had a really helpful team show us these doors at a renovation show, and the salesperson was also very pleasant and not pushy. The installation team were very efficient. The doors look good and I look forward to using them more in the summer. In my opinion the post-sales customer service is poor, and lets the company down. If I requested a call back I wouldn’t get one. I had to chase up replacement glass panels which were all scratched on installation. And now the replacement panels are scratched, albeit not as badly, I feel like they have just washed their hands of us. An improvement in customer service would make this a 5 star review

Worst company I have ever dealt with. They insist you pay 100% upfront and won't allow their installers to come to your property until they have the money in the back (won't let you use cards because then you are protected) and they have not finished the job 6 MONTHS LATER!!!! We are still waiting for the finishing trims to be installed and for them to be power coated. They are a joke. They are blaming COVID for not having anyone to answer the phones so you can't speak to anyone and they ignore all emails. I will be taking them to court to get my money back for a job that is not worth what they charge. DO NOT USE THIS COMPANY!!!!!!

Thank you New Wave for our amazing new doors, such great quality and appearance, giving us the perfect look to our new extension. Lets in loads of light and doors slide really easy and would certainly recommend New Wave as a great company for their excellent knowledge & advice with after sales service

Fantastic company that met all our requirements. Excellent customer service, happy to go the extra mile. Very happy with our doors. Fitters were polite and cleaned up their mess. Highly recommend this company.

Excellent job, beautiful windows.

Amazing doors and wonderful service. These doors are far better than any bifolds, such a good design, i love them :-)
If you are considering bifolds, then think again and get new wave doors, you won't regret it, they are amazing, and so easy to use, and being able to open and slide the sashes to give some ventilation rather than open the whole thing is just brilliant.
Thanks for a great service.