Orchard Conservatories, Windows & Doors

We used Orchard for the supply of our bifold doors on the recommendation from our builder who was even embarrassed at the quality of the install and the issues he observed! Absolutely appalling customer service. Not willing to accept any responsibility. (No doubt, just like the emails we've received there will be a response to this blaming us and its all our fault!). See attached images - our bifold doors were installed with internal thumb locks - not specified by us by the way. These thumb locks didn't allow the doors to be opened as shown in attached images showing the maximum they could be opened due to the thumb locks protruding which then pressed into the doors frames. They were also scratched (long scratch above handle by the installer and the others were opposite the thumb locks due to them pressing into the frame) in multiple places along with other poor installation issues, some of which have since been rectified such as doors not aligned properly and pushing the gasket out when closed, poor internal trim cut badly and short. (other issues around the install with the installer leaving wet foam filler on the door runner so that the doors couldn't be closed until it dried - conveniently which was after they left and the doors could be closed to inspect fully and see the scratches). Because of the design issue with the thumb locks (even admitted by Orchard in emails we have) they decided to change them to keylock barrels. We requested on this that the barrels are the same and use the same key as to not have 2 sets of keys to open the same set of doors. This didn't happen and we now have 2 sets of keys to open the 1 set of bifold doors. The feedback we had was that we should have specified this is what we wanted when we placed the order for the doors! We have been told that if we want new barrels with the same keys, we need to pay for them but they will come out and fit them FOC. Another issue in dispute is that when the bifold doors are fully open, they lean to one side (again attached image). This when first raised we were told would be rectified. Then when it wasn't, we were told that all bifold doors will lean due to the weight. After challenging this several times, we've had photos from the Director at Orchard showing doors in their showroom and another one from a recent install showing the level of lean with a spirit level. We had replied with the same image attached showing the level of lean on our doors which as seen is much more that what Orchard stating you will get with bifold doors (Orchard image with the yellow spirit level). Also note that they don't tell you this or should say didn't tell us that you will get doors leaning! In all of this, Orchard have been out 3 times to rectify problems which as I've just talked about are still not fully rectified. We were told at one point in trying to get these issues sorted that a director would phone us which never happened, but what did happen was he sent an email to the wrong email address so I never actually received it and then the following day, he sent another - to the same incorrect email address but this one with the threat of legal action if the final invoice wasn't settled and that there are no more issues to resolve. All this has followed with multiple responses denying any further work is outstanding and further threats of legal actions. Avoid at all costs. Happy to share even more of the back and forth communication of Orchard completely unwilling to accept any responsibility on this and further threats of legal action is the final balance isn't settled. Trust me, just not worth the hassle if anything goes wrong!

I would not recommend the services or products of Orchard Windows and if there are problems you will be met with rudeness, unpologetic staff and management that will promise you resolution and then deny ever having had a conversation with you. Our brand new door was incomplete as parts missing and when they arrived to fit the missing items the engineer for orchard broke the lock. The door hasnt opened in 10 days and Orchards first response “what do you want me to do about it”!

we ordered windows and a front door from this company in jan18. They came to fit the door on 9/2/18 which was incomplete with the escutcheon missing. the door frame which was fitted was also incompletely finished off. It took them a further 3-4 days to come to fit the missing part at which time the workman actually broke the door lock and the door was permanently locked. On questioning his reply was 'what do you want me to do about it'! He called a friend who came to try and fix the problem but failed. on speaking with the manager he reassured us he would visit the following day with the door manufacturer engineer to fix the problem. He did not attend and the engineer failed to fix the problem. We left several messages for Orchard to call us back and they failed to return any of our calls. Eventually we visited the showroom to discuss the issue. His reply was that he would forward a full refund and fix the door. Two days later he lied to us and told us he had never agreed to the refund. He had little insight into the issue with the lock, stating 'it is a door lock for god sake'. I paid a lot of money for this door and I want a door that is fit for purpose. He refused to give us a refund and replace the door. We have since cancelled our window order and are currently in dispute with this company. They have little customer care, they lie to you and provide sub standard service. They belittle the customer when they try to address any concerns. I will never recommend or use this company in the future as they are rude and have appalling customer care .

Transformed our home. Having watched numerous ‘ ugly to lovely house’ programmes we decided to replace our dated, cold and leaking conservatory. We chose to use the services of Orchard after having several conversations with Mark Atkinson. He was knowledgeable and approachable with a can do attitude. As it is a bungalow we were concerned as to how the roof would tie in (previously had a box guttering running through). Mark made several home visits to discuss our plans and offered suggestions and alternatives. From day one the team, and Mark were here on time and we were kept informed as to what would be happening that day. That continued throughout the build. Even though our project was not the largest they had undertaken it never came across that it was any less important to them. Nothing was too much trouble. We asked for a couple of changes along the way. Not a problem was the reply. Our decision to use Orchard was certainly the right one, I would definitely recommend them. We are now the proud owners of a ‘smart and warm orangery’ with large picture windows.

I recently had replacement doors and windows installed by Orchard. The quality of the product, workmanship and service have been excellent. I cannot fault the whole experience from when i had my first contact organising a quote, placing the order and all the way through the installation process. The fitters were amazing. The job was not the easiest but problems were overcome and the job was completed to an excemptional standard. The fitters were polite and punctual and always cleaned up at the end of the day. When the job was completed all the debris was taken away and I had lovely new windows and doors. i would recommend the company to all my family and friends. Thank you very much Orchard.