New Wave Doors Ltd

This is only a 1 star review but I am hoping that this will improve over the next week or so.....My wife and I first saw this company at the NEC earlier in the year, first impressions were good and we quickly agreed to purchase 3 sets of doors with a small deposit. The doors are destined for an extension to the rear of our house. On the 6th of July Rich, the salesman that we were dealing with pressed us for a further deposit (£3188) on the basis that the company only purchased aluminium once every two weeks and wanted to get the metal ordered to guarantee no delay on our doors. Rich came out out to do a site survey on the 23rd of July and told us in front of our builder that our doors would be fitted within 4 wks. On the day of the survey Rich turned up 4 hours early which ordinarily would not have been a problem, he had asked for the builder to also be present so away he went to return later. When he did return he turned up without any ladders or even details of the designs we had supplied and agreed on. We now realise he wasn't even equipped to carry out an adequate survey. In the end he used my own ladders and the builder helped with the measurements who also left him with the steel designs with measurements for the shaped window. When all of measurements were done I was asked to sign a form with all of the sizes on and was assured by Rich that the form was only 'To prove that I have been here'. I have subsequently found out that this was in fact an order form. At this time alarm bells should have started. We then spent the next 4 weeks attempting to speak with Rich to finalise the design, on 2 occasions he answered the phone and promised to send a builders pack (twice), nothing has ever arrived. After that there was no contact, despite leaving numerous messages he never called back, on 1 occasion I actually heard him in the back ground talking to some one else only to be assured that he was out of the office. Out of desperation and with the intention of speaking to a manager of some sort I called customer service and spoke with Claire. She pulled the order from a drawer and basicaly said that our order had been with her for a month. In fairness Claire has done her best to move this along and has prioritised our order, even calling me on her day off to make sure that I had received an order form. Claire couldn't make sense of Rich's survey so arranged for a fitter to come out and do it again, this time it was done properly. Finally a date for delivery was agreed, unfortunately this has now been further delayed and my builder has again had to reorganise his work. Communication with this company is exceptionally poor, calls are rarely returned in a timely way and I am constantly having to chase updates. We are spending a large amount of money on doors from New Wave and I am not entirely confident that they will arrive, ever!