New Wave Doors Ltd

THIS COMPANY SHOULD BE SHUT DOWN BY TRADING STANDARDS. (Just google their name and see just how many bad reviews there are) Wish I had checked the reviews first. DO NOT BUY FROM THIS COMPANY YOU WILL REGRET IT!!! I recently bought a set of doors for around £6k the customer service was beyond a joke and no calls were ever returned the doors have still yet to be installed due to the worst information, support and lies upon lies provided. Currently going through a legal battle to get money refunded. Which I have been told by my solicitor I should win as the company is in breach of many trade agreements/ laws set out to protect customers from sub standard customer service. Avoid this company at all costs Just to clarify a few things after your response: When ordering the doors we had scope to make the opening whatever size we wanted as the opening had not yet been built. I discussed with the sales team what the basic standard size of the doors as obviously bespoke manufacture would cost more. After purchasing the doors I was provided with 3 Emails all with different sizes which obviously gave some confusion. We requested a sales member to come out and to advise, he was useless and confused things even more he even marked the sample track with a pen and said “this is where the opening dimension should start from” this was in front of 3 skilled builders who have carried out over £75,000 of fantastic renovation work in the house, We then took the rest of the brickwork our and installed a heavy beam to the hight advised. 1 week prior to the install I phoned new wave many times requesting a sales man to call me back to check everything prior to the install, I did this everyday for 3 days with no call back, I even suggested a face time call to check everything, still nothing. In the end I messaged one of the sales team direct requesting everything be checked prior to make sure there would be no complications on the install. We still had a week to sort things out if anything was wrong. Eventually I had a message response saying no one could assist until the weekend, and no delay or face time call was offered, I made my concerns very clear I wanted things checked before the install to insure a smooth process, I was dismissed and no reply given... The installers then arrived at the house only to advise the opening was too big and the opening size should have included the track, not from where the salesman had marked on the track, the installer then said in front of multiple eye witnesses, “the sales team are useless and don’t have a clue what they are doing they do this all the time and we have to sort out all their f£&k ups” I explained I tried everything possible to have things checked prior to the install but was ignored, the install team continued to make bad remarks about the sales team. I then contacted New wave the next day to discuss and was told my builder was to blame and I would have to pay £700 for them to come out again, I was absolutely furious as the crap customer service and bad information from the sales man marking things up wrong caused the doors not to be installed, we had plenty of time to put things right had they only gave a crap and responded to the customers requests to check things even a face time call would have done. (But then you only have to read the reviews to see that the customer service team do not respond to anyone) I then got my solicitor involved and straight away they said New wave are in breach of The Supply of Goods and Services Act 1982 and or the Consumer Rights Act 2015 and I have now issued proceedings against new wave to either install the doors or provide a refund in full. New wave had the standard 2 weeks to respond to the court and haven’t so a CCJ will now be issued. Further more after meeting with my solicitor they requested technical details on the doors to make sure the company is following all other legal regulations to trade in the uk. I have requested this information as a legal right as a paying customer on 2 occasions now but have yet to receive this, By regulations I mean CE marking and other British Standards of the product which since 2013 has been a legal requirement, If the company can’t provide this then one can only presume the product is being sold illegally, (hopefully this isn’t the case and new wave will provide this detail soon) I will continue with the legal battle until the doors are refunded or installed and will update again soon.