Frameless balconette service review — Lynda Gough — 2023-09-02
Frameless balconette service review — Lynda Gough — 2023-09-02
Juliets, Frameless, Feefo Imported
Customer: Lynda Gough
Feefo rating: 1 out of 5
Original review date: 2 September 2023
Product: Frameless balconette service
This item was received sandwiched between two pieces of similar sized wooden chipboard with no protective material on the glass. The delivery driver from palltways could not leave our location fast enough! When the wood was removed, some days later, it was carefully placed into position by 6 adult men and fitted. I discovered that the glass had scratches on it as if it had been dragged along something. I was present during all the actions at our end post delivery and it was impossible for the glass to have been scratched on location. On contacting Balconette they have not taken responsibility for this and our concern has been disregarded and stated that we can buy a replacement!!!
Undervalued and disappointed is an understatement. Let’s hope that a senior member of the company can contact us to come to a reasonable and fair conclusion as per their mission statement on their website because thus far we have been dismissed and a satisfactory resolution has not been reached
Balconette response on Feefo
Response date displayed by Feefo: 3 years ago
Dear Mrs Gough.
Thank you for your feedback. It’s always important for us to receive feedback and be able to investigate it. For your benefit, and for those customers or future customers that may read this, we would like to respond and explain the details of your feedback.
You ordered a large frameless Juliet with a glass panel that is 2.3m wide. This was supplied to you and signed for with no damage to the packaging.
Your installers unboxed the glass from the wooden crate and installed the Juliet Glass and only after completing the installation, you raised a complaint that there were long scratches on the glass.
It’s important to note the efforts and lengths we go to ensure that only perfect glass is supplied. We have an extremely thorough QA (quality assurance) process to ensure this.
A glass with such scratches would not have been sent to you, furthermore, in the extremely unlikely event that had we failed and sent such a glass panel, the installers would have not been able to miss this and would not and should have installed it. Therefore, it is more than likely that they damaged the glass on site.
Despite all the above we have offered to send you a replacement glass at cost.
Our head of customer services will contact you to see how we can help resolve this best for you. It may be that a professional glass polishing service may be the best resolution and one that will avoid needing to remove the glass.
