Aerofoil balconette service review — Valued Customer — 2020-02-29

Customer: Valued Customer

Feefo rating: 5 out of 5
Original review date: 29 February 2020
Product: Aerofoil balconette service

I cannot recommend Balconette highly enough. The product, although a little more expensive than other DIY balustrade systems, the quality and engineering excellence is outstanding.
We chose to travel around 70 miles to one of their open days and were well rewarded with the opportunity to experience, in their showroom, how well engineered and sturdy their products are. We were made very welcome and given a good deal on the day when we placed our order.
The following process of specifying my exact requirements was straightforward and very professionally handled by Rebecca.
The only issues I had were with installation which, on reflection, I do not consider should be enough to put anyone off buying from Balconette.
Firstly, I chose to avoid the high cost of delivery by collecting myself. The warehouse staff were very helpful with loading my vehicle but when I got home we discovered 3 of the 9 glass units from a third party glass supplier had visible scratches in them. This was quickly rectified by Jon who arranged replacements at their cost.
Secondly, I consider myself a competent DIYer and found the installation instructions both comprehensive, clearly laid out and easy to follow. However, my lack of experience with the product did not prepare me for, not only how strong and sturdy the balustrade is when all fitted together, but how inflexible it is if the floor is not completely level or you are connecting to walls that are not completely perpendicular. Had I checked, or been warned to check, that my walls were approx. 1% out of true perpendicular then I could have shortened the bottom rails, at the beginning of the installation process. This could have avoided having a 10mm gap between the handrail and the wall with the associated difficulty of then fixing the handrail to the wall bracket. Perhaps a warning to this effect could be usefully added to the fitting instructions!
In conclusion, we are totally satisfied with the balustrade we have and do not regret in any way purchasing from Balconette even though the fitting is perhaps very slightly awry when observed with a critical eye.

Balconette response on Feefo

Response date displayed by Feefo: 6 years ago

Hi Mike – We cannot thank you enough for your wonderful review, thank you for taking the time to go into depth, detailing your experience with us. We also appreciate you taking the time to travel all that distant to come and see us during one of our marketing events. It always helps when you are able to stand in front of these systems and see with your own eyes, feel with your own hands, just how well these systems are designed and put together. We are happy to hear that the Technical stage progressed as expected for you, this is the stage where obstacles may present themselves requiring our creative solutions, sometimes requiring a closer collaboration between Technical staff and our clients. However, happy to hear on this occasion things went OK.We do like to provide collection as an option for our clients, not only to keep the costs down, but it gives the client the freedom to come and collect at a time and on a date that suits their life-style. Although, it is always interesting waiting to see what the client turns up in to carry some of these larger than life systems home!Your feedback relating to our instructions is appreciated, we’ve worked hard trying to strike a balance between information overload and leaving anything to the imagination. We have also taken your comment on-board, relating to informing of the possible ramifications of an uneven structure.On the whole, we are thrilled to bits you came to see us, that you are still happy with your experience with us and your Aerofoil balustrade and we would relish the opportunity to work with you again.All the best,Ben and the rest of the team at Balconette

Read the original review on Feefo