Company Response

I’m sorry that you are unhappy with our after sales in this situation. It is very unfortunate that the lock failed on a weekend and just before a planned trip. Thankfully these situations arise very rarely. We currently do not have a service team available to respond on the weekends, however In light of this situation we are reviewing this policy. It is not Elglaze policy to ask a customer to contact a supplier of ours, your custom is with us, not the supplier. In this situation our composite door supplier would normally be the ones to provide the replacement lock which is why they contacted you regarding the reimbursement for the lock you fitted. As our customer, the responsibility for reimbursement falls with us which is why they informed you to supply your bank details and receipt to us. As you mention, we actioned the reimbursement as soon as we received these details. Had this occurred at any other time, our service team could have attended as we do carry replacement locks for the composite door ranges we supply. The timing in this situation was very unfortunate. We do strive to provide excellent after sales service and once again apologise that on this occasion things didn’t go as smoothly as we would like. Nicola Lowe Elglaze Ltd