Malbern Windows レビュー 

I WAS very happy after having a front door fitted in October 2018 by Malbern Windows until May this year when I reported a fault to the trim around the two window cassettes. Each window trim, both internal and external had come loose causing gaps. I Agreed an appointment date with Katie for 19 July, for their fitter to attend on a day I knew I would be available to oversee the work, he arrived 12 days early on 07 July. I had explained to Katie previously that I worked in the office every morning but worked from home in the afternoons. On the day the fitter attended, I was at my computer in an important meeting via Teams which I could not leave. My husband had opened the door to the fitter but he unfortunately has brain damage after being ventilated in intensive care last year and so unable to deal with matters as he once would have and left him to do what he had to do.

I could hear loud, forceful banging and stupidly imagined that was something he had to do to set the trims back in place. That night, I could not lock my door properly. I wondered if the door had swollen slightly due to the hot weather but this continued and later found my door was misaligned, with the top of the door not flush with the bottom of the door when closed. In order for me to lock the door, I had to lift the handle, at the same time pull the door with force so as to allow the door handle to lift to allow the key to turn. In the light of day, I noticed the fitter had also siliconed the trims in place, not the look I wanted.

I emailed Katie asking for a manager to attend to discuss how this matter would be rectified. Another date was agreed but instead of a manager attending, Katie had sent back the same fitter, James. As I had never met James before, I asked if he was a manager, he confirmed he was the fitter whose actioned I had reason to complain about. I told him I had asked for a manager, to which he replied, that’s not going to happen. Well, seems he was right.
I emailed Katie on 11 08 and received a poor grammatical response 5 days later which blamed me for wasting James’ time, which could have been utilised for other customers and advising me that James was an “experienced fitter, with lots of experience”. That because I had refused James’ visit she could not arrange for him to re attend and had passed my email to a member of the management team as I had requested on 11 08. However, then ended her response that she could arrange for James’ return for a final time if I wanted.

No apologies for wasting MY time by sending James after I had specifically asked for a manager. Or, for sending him 12 days early for his initial visit. Katie also implied in her response that James had confirmed the silicone was very neat and there was no problem engaging the door, therefore no faults had been reported back. So, that’s ok, what I was complaining about was of no consequence.

Three weeks ago, following several emails whereby I was repeatedly assured my complaint had been referred to management I did receive a telephone call from Katie. This came after I had pointed out I had found I had been included in her emails to “management” which were not intended to be seen by me. I also pointed out that I had read some responses to customers whose complaints had been recorded on Trustpilot which are disgusting.

Too be honest, Katie did apologise for her previous response and the errors of me being included in her forwarded emails. However, I got the impression that as a “ Complaints Manager” she has no influence when complaints have to be escalated. It seems management had repeatedly ignored her requests to contact me. Also, Malbern Windows do not appear to have a complaints procedure which would assure customers whilst considering engaging their services. However, that said, after my telephone conversation with Katie there was a glimmer of hope when she gave me the name of a manager who was going to contact me, Lynsey. Sure enough, several minutes after ending my telephone conversation, Lynsey contacted me. Lynsey promised a call back 2 weeks ago to arrange an appointment, that call never came. I gave Lynsey the benefit of doubt that I may have missed her call but as my phone is linked to my work computer system every telephone number, voicemail or text is recorded on a day by day basis.

Following my experience with this company I conclude that they jump through hoops to get your money but as soon as there is a problem, niceties and professionalism is none existent.

Malbern Windows is a back street set up who would not know customer service if they trod in their own manure.

They can be relieved to know that I shall not be contacting them again as I have engaged the services of a reputable company to replace all my existing windows and install a conservatory. As a favour, they are going to put right James’ poor work.

Planned visit from Malbern windows, Phil Holt very professional and friendly throughout the visit. He was able to answer all our queries fully. Very happy with the quote and looking forward to having our new fire door fitte

Chris visited to provide me a quote for a conversatory and new windows/doors. Very non-pushy salesman which I highly appreciated and understood I needed time to think through my options (much unlike other companies who came to quote and made me feel awkward). Chris gave great advice and it was never too much trouble to respond to my requests for adjustments and documents needed for my leaseholder approval.

So far I have had the windows and doors fitted. My fitter Gareth was excellent throughout and I could not fault a single thing he did. He worked diligently and to a very high standard. The fitting and sealing is 100%.

He took time to walk around with me checking I was happy with everything, and promptly sorted a couple of minor snagging issues such as the front door needing a slight adjustment so that when it was pushed to the latch clicked in to hold the door shut.

Gareth even came back the day after fitting was completed to kindly attach my alarm sensor to the front door and put my electric doorbell push button back on, which I am aware was my responsibility but demonstrates his attention to detail and going the extra mile.

Overall, very very impressed and the new windows and doors are spot-on!

Looking forward to the conservatory next...

I would advise people to look elsewhere if they need windows or doors. I had a surveyor come out and measure up in February and they have only just completed the job (September) every time a fitter came out to fit the windows, they were not happy to go ahead as they said they hadn't been measured properly. The communication was poor and the attitude of some staff was also very poor. I ended up agreeing to having the windows fitted at a reduced price because I was weary of the ongoing issue. However I would rather have paid full wack for windows that look like they fit properly. They had to use several containers of filler to had the gaps and it doesn't look great. I'm currently having bifold doors fitted at the back and I also need a new front door. Even if Malbern were giving them away free I wouldn't have them.

Thank you Malbern for my new front door. Thanks to all the staff, office, Alan my first person who helped me choose, the lovely surveyor who came along to measure up ( so sorry can't remember his name), but so friendly but professional, and of course Chris and Reagan ( sorry if I miss spelt your name) who worked their magic fitting it! All amazing people, from start to end. Also Joe and the team who produced the door. Stellar!!!

Just a little note to say a big thank you to Carl and Mark for fitting my lovely stable door. The lads were extremely professional and polite and did a grand job. It looks amazing

I am an avid DIY enthusiast and have never paid any business or maintainer to do any work on my home until now and you will not find anyone as cautious or as critical as me.
We selected Malbern to build us a conservatory, a custom designed porch, replace all windows and doors and render the front and back of the house after fitting significant insulation.
Darren Clarke, project managed the whole process keeping us fully informed throughout and visiting site regularly to keep abreast of progress. My wife changed her mind on some details as the project went along but nothing was too much trouble.
The team of fitters and builders they employ are professionals. The attention to detail and high standard of workmanship at a price that none of the competition could match.
I would recommend this business in a heartbeat and give 11 out of 10 if this was possible.

If I could give them -2 I would appalled by there windows ever since we have had them in they have been trouble door blows snow under windows leaking they have been back once and the windows wasn’t even sealed manager said he’s fixed the seal but now will have to look else where for decent window fitter now never again

My door was faulty and the joiner came out the following day to fix it, Katy who arranged the repair was so lovely and made sure the joiner came out. I have had my door 7 years and was never changed for the repair, great after sales service
Thanks Malbern Windows

malbern was the cheapest of three quotes, and fitting within a reasonable time frame.
work started and finished on time , fitters were excellent , no problems , this is the third property that malbern have done work for me and i have all ways been very pleased with the finished result,
many thanks to katie for being so helpful and organising every thing . very much recommended.

A friend recommended Malbern to us following her positive experience. We had them replace all of our windows and doors throughout the property and it was a major piece of works as we had some externally doors repositioned. They also fitted a 3metre bifold door to the rear of our property.

The whole job was completed with minimal upset and at a great price. Understandably there were some snagging issues but these were dealt with brilliantly.

Special mention goes to Katie in the after-sales team who organised a repair to our security front door almost 4 years after it was fitted and did so as a goodwill gesture.

Incredible after sales service, let alone the competitive prices (we had 6 companies quote and Malbern beat them all) make them a very easy recommend!

None existent guarantee.
Had a porch designed and fitted by Malbern windows,some years ago now.
Recently realised what a bad job was made of the pitched roof,all the lead flashing is exposed ,all of the roof tiles unevenly cut and look terribly, hence roof leaks, when I phoned Malbern, receptionist was very rude and said they had gone bust,and could not see to the problem,yet still trading and advertising as Malbern windows,advise only use companies who can show and prove they are members of insurance backed guarantees

Very disappointed with this company. I had an expensive door and surround fitted months ago, and the job is still not completed properly. I paid a lot more for a door and frames that have (in my opinion) a nicer appearance, similar to wood grain rather than smooth pvc. After failing to fit the trims to the surround for a few months - due to supply problems - when they were fitted, a plain, cheaper, plastic trim was fitted that does not match the rest of the frame. I have asked for this to be resolved. They eventually sent an engineer to look at it - he was very nice, and agreed that this and the handle I had complained about (not what I ordered - inferior one fitter) were not the right products and that he would 'get it sorted' - this was months ago. I do not get any response to my emails. It has been frustrating from start to finish, which is sad because I am otherwise happy the products fitted, and the original fitters were professional. I don't want to ring the installation manager again, because I get ignored, fobbed off, or a mildly hostile response. I had an Evolution door and frame - order through the English Door Company brochure. Really nice product, shame about the company I paid to supply and fit it. If anyone from the company reads this, you should be very unhappy that you are receiving so many complaints about your customer service. I have so many compliments about my door, but I am afraid that I would never direct anyone to you to fit something similar. Business lost and an unhappy customer. Just so unnecessary when all you have to do is finish my job properly and apologise for the months of messing me abo

Brilliant customer service from the start. Easy to deal with. Would I recommend? Yes I would.

So, 18 months ago we had 5 windows replaced by
Malbern, in the last few days the bathroom window lock broke meaning we couldn’t open the window. Wasn’t user error it just wouldn’t open. After doing some research I’m not the first to encounter this problem. the handles aren’t as robust as they should be and after a certain amount of time they break, and you cannot open the window. The handle will not move to open the window. The heat when using the shower is intense as we are unable to open the window to let out the steam. I have contacted
Malbern and the response I got was utterly disgraceful! They told me I would have to pay £45 call out and £25 for the part. I asked, under the current circumstances, could they show a gesture of good will and sort the lock/handle out for me. The last response I got from Malbern was, this is non negotiable from senior management and I would have to pay to get it fixed. I’m now stuck with the prospect of having to pay a contractor to come out and charge a ridiculous price for a job Malbern could have done as a gesture of good will and boosted their customer service profile. Thanks for nothing Malbern. If you want a recommendation for windows, use someone else cause Malbern will forget you existed once they’ve got your money! #classless

Excellent fitters and quality doors. Came late one day due to over running work but took out the outside brickwork then came back the next day to take out the inner and fit the doors. All was completed quickly, cleanly and professionally. All rubbish / old bricks were taken away and was left clean and tidy. Would highly recommend them

Had my windows done way back 2013 by Malbern Windows. Thought they did a good job then and recommended them to my neighbours. Unfortunately my neighbours were not pleased with the sales person's attitude when he visited them. I complained to Malbern but did not get any apologies either to the neighbours or myself. I Had Malbern again this year March 2021 to fit 3 more windows considering they did a good job for me the last time irrespective of the non apology for poor salesmanship service to my neighbour. That I was disappointed this time round is an understatement. Timing for the job was not properly explained and when I got on the phone to register my reservations I was rudely/abruptly cut off by the lady staff who took the call telling that I have used their services before and should know time scales and not bother their busy schedule with calls. She hung up on me when I tried explaining that the timing weren't properly explained. The first fitters who came out did a horrible job of damaging my window sill and with different agreed(unexplained) sill specifications. I was unpleased with this and put a call through to the office to report. Same lady came on the phone insisting that the job I got was within the agreement document I had signed irrespective of whether or not I understood what it meant. I tried explaining that there was no such specifications in the contract and that as a customer I should be happy with quality of work given. At this she raised her voice- almost screaming insisting I had signed the contract and the job is done!!! i.e. tough luck I am unhappy. I reminded her of the brick work damage done and potentials for liability claims at which she calmed down and agreed to look into the matter. At last, she and the director visited to inspect the poor job and my property was re-visited subsequently, the windows refitted to the right sill specifications. The brick damage however remains. I am particularly peeved with the whole experience particularly those of the call handler whom I now understand is the daughter to the proprietor. I am of the opinion that she is assigned some other tasks in the organisation if she is to remain there. Otherwise she should be made to undergo proper tutelage in the ethics of quality customer service. Her conduct throughout the period could have escalated beyond redemption and leading to redress at the courts - a potentially costly experience. Malbern might have good fitters, but customer service needs to seriously improve.

You know good customer service when theres a problem gets return business. Unfortunately. Malberns is poor.

Called a couple of weeks ago for a quote for some work.
Advised we would get a call back to make an appointment.
Heard nothing since. Tried 3 others and all came back within a day or two and arranged appointments.
First impressions are everything so won’t be confident in using Malbern and don’t intend to ring them back.
Edit following reply: call was made to 0800616022 on 28/1 at 16:18. Advised call back probably wouldn’t be the same day by the lady who took my details. Nothing since. Thanks anyway for your reply to the review.

This should be a 0! Avoid like the plague!
5 window and one doors to replace windows that must have been 25 years old.
Long story short, my house became colder than it was with the old windows, with drafts sweeping through the house and blowing the curtains out!
After 20 plus phone calls going unreturned somebody finally came to my house to do an inspection. I was told there was nothing wrong! I explained the noise from the street was waking my new-born and the old windows were less noisy. I was dismissed, even after telling them I thought there was no insulation as the casing sounded hollow - even as a nurse I know this means there is no insulation. I was made to feel like I was imaging the situation!
So off to the husbands tool box whilst he's at work. I find a chisel and pull the casing back! What do I find? No insulation! What feels like a thousand calls later and me threatening to take the baby to the show room in the middle of a pandemic, somebody else attends my home! Yes I was right.
The agreed findings were...
1. Poor quality sealant used inside which has peeled and gone mouldy
2. The poor-quality sealant, once I pulled it came off and revealed there is NO insulating foam around the windows!! This is why the windows are noisy and cold!
3. Areas of the windows outside that have not been sealed, which will be leading to drafts also
4. Damage to 2 window frames that had just been installed after decorating for the arrival of the baby
5. Gaps on outside of the kitchen window
6. DANGEROUS! - No safety catches on the lower front bedroom window. It opens out fully!
7. Scratched bedroom window sill “oh plastic gets scratched “– well id like one not scratched to start with!
8. Broken alarm sensor
9. Loose handles
10. Our baby’s bedroom window was not secure and could simply be pulled open from the outside
11. The glass in the baby’s bedroom window was held up with two pieces of plastic trim instead of bridging pieces, putting the glass under stress, which could easily have fallen inwards on my baby
12. The front door wasn’t fitted inline and was having to be slammed shut (again waking my baby every time my husband returned from work)
Oh and on top of all this, they never turned up on time once. Dragged the job out longer. Cost us 5 extra days off work as we repeatedly took days off for them not to turn up. Oh and took advantage of my disability!
The managing director - Wayne Clarke turned up at one point to see the "workmanship", who was also one of the rudest people I have ever met! Oh add to that his daughter Lynsey who works for Malbern also. He came in my house, didn't look me in the face once when I was talking to him. Just stared at his phone sending text messages and emails. When I explained how disgustingly we had been treated and not even an apology. He walked off, head down - said "sorry" and went to get in his car. I said you've treated me appallingly and my poor baby has been left cold and woken every night. His reply was "ah well - they wont remember it"
Nearly a year later - some of the workmanship is corrected - not all!
I then sent them 3 emails further emails which they ignored and then finally blocked my communications.
Beware! And if some insane reason you do use them after reading my experience - pay will a credit card, so that you can claim it back when it all goes wrong. This is my biggest regret!
Avoid like the plague!