New Wave Doors Ltd

We saw this door on exhibition at Home Renovating Show. We ere very impressed with it and even though it cost more than a regular bi fold door, we went for it! I am writing this review to warn you. It has been a heart wrenching journey. We had the doors installed at the end of 2016 with our new extension. Customer service was very helpful. Emailed us all the necessary papers for warranty, PAYMENT and installation date smoothly. Since the installation, I have had problems with the doors. The main opening door keeps dropping and scrapping on the bottom. The installation team knew of the problem and told me that the company will be informed. No one came back, so I started calling customer service. Months on, the problems still prevailed. At first the company sent a man (Keith) to fix the door. Keith just tightened the hinges or add some washers to lift the door. Needless to say the problem was never fixed permanently. Then they sent someone else. This time, the serviceman removed the door, did a couple of “things” and the door was seemed fixed for a few months until winter 2017. We never used the door since we don’t go to the garden during the winter months. Come spring/summer we discovered the same problem recurring. I called customer service, Graz was no longer working there. Sarah/Katie took over. I explained the problems with the door. They sent Josh from manufacturing. He checked the door and discovered that the sash of the door needs to be replaced. He explained that the sash keeps dropping and therefore caused the problem. The tightening the hinge and adding washers would only temporarily fix the problem. I called customer service and Sarah then told me that they were informed and that they are going to replace the sash. Months on, no news. I called and left voicemail regularly. I also wrote emails. In August 2018, customer service set me an made an appointment to get the sash replaced. I stayed the whole day, no one showed up. I called and left voice messages. I even wrote emails. One fine day Kathy answered. Told me that Sarah is on leave. I waited and continued calling periodically. All was silent. In November 2018 Katie finally took the call. Informed me that they has supply issue. This would be sorted by December. Come December, customer service could not be reached again. Finally, in early February, Sarah took my call. Told me that Kathy is fired. That she would personally attend to my problems now. Yay, right? No, she hasn’t called me back as she promised. The office is a small one, so that means it’s limited as to who you can find accountable. Customer service basically do what they like. It’s April, I have called left more than a dozen messages. The company is busy with yet more trade shows. Ideal Home Show. If you are reading this, I would really ask you to think again. New Wave Doors are unique. Which means you can’t just call on anyone who can fix this problem. That is one of the reason why I persisted for so long. I am sure I am not the only one facing these problems. Forward this to anyone intending to buy this door. At this point, I am considering seeking legal advice to help me. Sad thing is, this company has a good product, great sales team but awful (x 100) customer support and product manufacturing. Look at all the reviews and you will understand. I sincerely doubt that their positive reviewers are genuine. UPDATE New Wave contacted me after my review via Trustpilot. Asked for the details of my contract. Gave them immediately. My invoice number is BR30151 CS Ref: 16210 They have found my contract and said that customer service would get in touch with me within 24 hours. I will update this platform. Update 3 May Claire has contacted me via email. Said that they have arranged the door to be fitted on 8th May. I have asked for confirmation and called leaving a voicemail. As per usual, no one has called back. I will avail myself on the 8th. You will get an update. Update 9 May Installation team came. Door wrong size! New door shorter by 10mm. Cannot be installed. Written an email. Awaiting next solution. Update 23 May Claire Warran wrote to me and said that she needed to get the actually installation papers which was filed away since the installation of the door was done in 2016. She said she will get back to me in 1week. It’s been 2weeks. I emailed and left a message. So far no reply. Update 5 June Claire Warran has not responded so far. I have once again left voicemails and written emails. All silent. I have requested that she send someone to measure up the door if she can’t find the paperwork 🙄. I am proceeding with legal actions now. Update 19 June Claire Warren called me. She is sending someone to measure up the door and in two weeks time replace the faulty door. I will continue to update...