Duration Windows

I ordered a cill with the painfully unhelpful after sales team at Duration Windows, whose responses to my request were short and uninformative, it was like drawing blood out of a stone. I wasn't provided an invoice or a receipt or any confirmation of purchase with them at all. I called to ask for a proof of purchase and they said there wasn't one...?! After receiving completely the wrong size, which could have been avoided if I knew what I was paying for with an itemised receipt/invoice! I then had the misfortune of dealing with some very bad attitudes and incompetent people in the after sales team again, who told me that I need to write it in an email, so I did and still haven't heard anything back. Judging by the previous complaints it seems that they need to question their after sales team.

DO NOT USE THIS COMPANY Do not use this business, appalling service, bad attitudes and incompetence Spent over £8500, got our order wrong, taken 6 weeks and counting to fix with us constantly chasing, still not received the correct parts. We had sent quotes for additional doors as unfortunately we need to spend more money with this company to get our doors to match, they can’t even be bothered to get that sorted, 3 weeks and nothing. Avoid, avoid, avoid

I am a long standing trade customer of Duration Windows, my company is called Deen Builders. I have had minor issues with orders over the years which in fairness to them Duration have always resolved but the most recent order has opened my eyes to what a truly terrible company they are. The order for secondary glazing was signed off by myself correctly but once we got on site to fit the order we realised that Duration had made 2 of the units from the wrong profile and 1 was completely the wrong size. Duration admitted the error (without any apology) and said they would fast track the replacements which ended up being 4 weeks. This is 4 weeks on top of the 7 weeks my customer had already waited and of course I can't be paid until the job is finished to the customers satisfaction. This sloppy production error by Duration obviously required me having to send a fitter back for another day which I duly sent them an invoice for once the job was finally completed. Today I heard back from Duration via email who told me that they do not pay compensation or labour and that this is stated on the order confirmation. They also say that they ask us not to book installations until the goods are to our satisfaction. These terms and conditions are frankly ridiculous and I am fairly confident would not stand up in court if a claim was made against them because they have supplied goods that are not as described and have caused their customer additional labour costs. Reading through some of the other negative reviews I am not surprised by the treatment I received. This will be the last time I use Duration and I would urge all contractors thinking of using them to think again because if they mess the order up the costs are all down to you!

I have had bi-folds and roof windows from duration for 6 years. Well within the 10 year warranty period. Today for no reason one of the roof panes shattered. I called and spoke to a less than enthusiastic employee who told me to email. I emailed them asking for assistance and also recommendations for fitters and they responded that this issue was not covered by their warranty. No other offer of help other than to suggest buying new item. They also cc'd on the email to me the address "done at duration co uk" indicating they were done with my complaint with no further discussion. I replied asking what kind of glass issues were then covered for 10 years. I cant think of any other malfunction for glass panes other than breakage that would happen in that period. I doubt they will reply. Everything I have read about the company online indicates that their after care is non existent. Beyond disappointed and I would never use them nor recommend them to anyone.

Duration Bifold doors installed aug 2016-2 years later and 10 remedial visits later they still are draughty and leak water into my room. Most unhelpful and incompetent company. Remarkably, although they accepted that the doors were too short for the frame and the wrong Cill/threshold was used they were still not proficient enough to fix the problems.... instead they botched their way along scratching and scuffing the product until it was damaged beyond repair AND they still Refused to give me refund so I claimed through my credit card company who refunded all monies following an independent report from a Chartered Surveyor. Awful company, management and install team are rubbish (apart from Lee and Jessica). Should be called Frustration not Duration. I just hope my credit card company takes then to the cleaners. They are simply not worth the stress, phone calls and letter writing. I only gave them 1 star in this report because it was the lowest I could go!! Hope this helps!

Well I thought Duration had dome well to replace the incorrectly sized glass panels for my Duration bi-fold but imagine the surprise when after waiting another month they finally came and they were exactly the same size as the last glass panels which did not fit. Honestly, where is the communication and why would someone come and drop off glass panels then pick up the 2 previous glass panels which were the same size?????????? I'm Baffled! I guess it will be yet another month before I can see out of these boarded up doors. It's dark in here but getting used to the sodium lighting :-(

2 x bifold doors remains to be seen 1 x slimline rooflight never fitted as it proved impossible to fit Sad state of affairs.... Took delivery of 2 Bi-fold doors from Duration which appear to be working fine but having read the reviews since who knows for how long Unfortunately we can not say the same for the " SLIMLINE ROOF SYSTEM" which was recommended by Duration when we took the time to travel 200 miles to Canvey Island for a face to face meeting where they could look at our architects drawings and understand our requirement [ in order to avoid what turned out to be the situation we did have ] The recommended product by the manager at the Duration "Grand Designs Showroom" was a "Slimline roof light ". This was despite the fact that our roof was a 37 degree pitch . We pointed this out and were assured that although this was referred to as a "Flat Roof" product it could also be used on pitched roofs. We ordered, we took delivery, and then the fun began. first question ..."where is the flashing kit ?" Duration said " we do not offer a flashing kit with this product " . next question ...."So what are we to do ?" Duration said "you need to find someone to make a flashing" We then spent 4 weeks trawling every flashing manufacturer for miles around all of whom declined to quote as they said " You have been sold the wrong product" ..."We could not guarantee it not leaking if we try to flash it " Having left the scaffold up around the roof for 4 weeks longer than needed [waiting for a solution to this problem ]. We eventually considered all the options knowing that there was no fitting company who would consider it. We now knew that Velux offer a similar product in a similar size WITH a flashing kit at a considerably lesser cost. There was no choice we ordered the Velux and had it fitted 2 days later successfully. We wrote to Duration to say that reluctantly, after 4 weeks of exchanging e mails on a regular basis unsuccessfully with their "customer services", We had no choice but to take an alternative product to satisfy this need and we would reluctantly have to ask them to refund the window which was impractical and collect it from site for return [ inasmuch as it clearly could not be fitted satisfactorily and was costing considerably indirect costs by keeping the scaffold up and delaying the entire job site ] Unfortunately Duration did not see it the same way and We received a telephone call from a manager who stated that " It doesn't work like that" - "there is no refund to be made " ..."YOU made the wrong choice of product " N B We had made no suggestion to recover the considerable extra costs incurred by the failure of this product to be successfully fitted. We had merely asked that they collect it and refund the original cost paid after 4 weeks of endeavour to find a solution as to how it could be fitted successfully.. Not a happy ending ! Anyone want to buy a useless Duration Flat roof window 1.5 m x 1 m - cost £ 700 - yours for £ 50 buyer collect ? Don't get caught the same way. Try Velux ...less cost ...no problem to Flash... and just less hassle. Duration's Bi-fold doors are fine but, certainly on the Slimline roof product , their after sales acknowledgement of responsibility is to say the least lacking . Very Dissatisfied or Cheshire

In theory we should not have had anything to do with Duration. However, after the windows company we dealt with had replaced 10 windows and one set of french windows (all of which were provided by Duration), four of our windows almost immediately collapsed as the springs provided were incorrectly fitted by them (Duration). A job that we had been assured would take four days, ended up taking two months, during which time a representative from Duration came twice to try to work out what the problem was. This man was unapologetic and without charm. He seemed to have no understanding of customer service. When I asked about the possibility of compensation for the serious inconvenience of not being able to use our windows for two months, he said flatly: "we don't give compensation". I would urge anyone who is thinking of having their windows replaced, to check first whether or not the windows are being supplied by Duration. And if they are, I would think again and go somewhere else.

Whatever you do, don't go anywhere near this company. They are awful people who we have had nothing but trouble with. Don't be fooled by very nice showroom. We should have been alerted when it took 4 weeks to actually finalise an order with them for bi-fold doors, as you can never seem to deal with the same person twice, and nobody ever knows what has been spoken about before. They appear to have a very high staff turnover. They then delayed delivery for more than a month after original date given, and said that it was delivery only when it was supposed to be installation as well. This meant a further delay to get doors installed. On the installation date they demand outstanding balance before doing work. Once they had installed and went to leave, we realised that the reason for this is that they only partially install, leaving massive gaps all around the doors. When we questioned the installers on this, they said 'what do you expect when you order cheap windows'. When we called the company the following morning, they really couldn't have cared less. As far as they were concerned, they had our money, and that was that. We now have to get another company in to do what Duration should have done. More money, more delays, more stress. There are many other companies out there - I'd hate to see anyone else go through what we have endured.

Very poor. I raised an issue with our windows, well within warranty, and nothing has happened. I have been chasing for 3 months now and nothing has happened

Whilst the people who work for this company seem very pleasant the organisation and adminstration of the purchasing process and delivery is far from perfect. Nobody ever returns your calls and even when they do you will rpobably get the wrong information. Whilst organising my purchase it took months for questions to be answered and depite several request for them to contact my builder they never did. When it come to delivery twice they called to advise the wrong day and then advised a time of 0800 to1000hrs . by 2pm in the afternoon they had still not arrived. The delivery time was chekced with the staff the day before and, as they have only the driver, I had to arrange for 4 builders to be on site. Called at 1000hrs for them to say they would be there for 1330 - supposively they had rearranged the schedule but not advised us. 1330 came and went -still not call. Not a happy customer

10 months after ordering we are still waiting for the final part. Whilst the doors and windows on my large order are a good quality, there has been numerous wrong parts delivered, delays in replacements, appalling service and has caused me considerable problems in both delays in my build project and time in having to continually chase them. I have been passed from one person to another within the company and still the matters are not resolved.

We went to Duration showroom and was very impressed at the quality of everything they had. Wanted to place an order for multiple windows (about 5-6 of them) and a sliding door, and also a front door that was painted in RAL colour. Was told by BOTH the showroom and office that it would be a 2 week delivery time for the windows, and 3 weeks for the front door. That meant I expected to receive everything before Christmas. ONLY AFTER PAYING A 50% DEPOSIT, I was told the delivery would be in 1.5 months for all windows (end of January) and 2 months for the front door (middle of february). This put my entire build back by 2 MONTHS. That means that an entire team of builders had to stop work and wait for the front door & windows to arrive for over 2 months. The whole project was meant to be FINISHED by end of January, here we are in mid-feb and still without a front door. I have had to rent a place to live in during the build for a further 3 months now because of duration's faults. In January the windows finally arrived and they were all okay, aside from one window which had a broken locking mechanism. They agreed to fix it for us, although we have not been called back about it at all yet in over 2 weeks. Now after a 3 month wait, we get a call and finally they confirm that the front door delivery is ready to be dispatched next-day. The next morning, A duration van turns up, and what's inside? two little slithers of glass. No front door. We call Duration and they say there was a 'problem with the delivery' because of 'missing materials' and they have no idea when the next delivery will be, but will contact the supplier and call me back as soon as they find out. A whole day goes past, and no call back. I call duration this morning and they say that the sash was painted the wrong colour and wrong finish, so now it will be a further 3 weeks to get the front door. IN SUMMARY: Was sold windows and doors based on a 2-3 week delivery time After paying, they give me a 2 month delivery time, and MISS IT, meaning the delivery time will now end up being 3 months. IT IS ABSOLUTELY DISGUSTING, TO PROMISE DELIVERY OF SOMETHING IN 2 WEEKS, TAKE MY MONEY, AND THEN DELIVER IT 3 MONTHS LATER. You have delayed an entire house build project because of incompetence and lies.

Ordered a 4x1 metre roof window, on delivery only the frame arrived. After contacting the company they sent the glass panes by courier. When that arrived one of the four panes was shattered. Reordered the pane, after waiting weeks it was not delivered on the scheduled date, even though they confirm on the morning of delivery. No explanation or apology from the company, they have now shut for Christmas. Really poor customer service. We've scheduled fitters on 3 occasions at our expense. Still waiting for the window. Don't waste your time with this company.

I placed a large order for 19 windows and 5 bi-fold doors. The items arrived as scheduled but I noticed scratches and incorrect installation of gaskets. When I reported the problem they were not at all helpful in resolving it. I continued and installed them, only to find that some of the doors did not align with the frame correctly (we used lasers to ensure straight lines and 90 deg angles). Duration windows have been refusing to take or return my calls and emails - this is so disappointing but from talking to some of their employees this is common after sales manners.

I have been using duration windows for 7 years now,Iam a trade customer and have been fitting windows and doors for 28 years now,i have had a few issues with duration but once i have spoke to the right person i have always had it resolved ,i now have a point of contact to speak to Gareth,who is very knowledgeable in the products and will return calls ,this makes the job a lot easier which I appreciate

Recently had a house full of windows and doors, quality excellent, had 2 minor issues that Becky in AfterSales sorted out straight away her communication was excellent and very polite. Used duration for 35 years now.

I purchased bi-fold aluminium doors combined with traffic door to my special design and measurements. I had previously enquired with several other companies who told me it could not be done. I specifically wanted aluminium because of strength and durability and which could provide larger glass area and allow in more light. Duration were quick to say it could easily be done, and were content to provide door size less than the conventional size to fit the opening created by the demolished bay window, and they delivered on time before Christmas, and their prices much better than any of the other companies (presumably because they mostly supply direct to the trade). The frame was accurate and the doors slide solid, smooth and free, and lock firm, solid and secure. I would have no hesitation in recommending this firm.

We bought 2 sets of aluminium Bifold doors from Duration Windows through our builder. Duration couldn't have been more helpful we had a date the doors were required by and we received them on that date. We have a barn conversion which is being done in the next 2 months and will definitely be using this company again for our windows and doors. Thanks once again Louise