timbercompositedoors.com

Dangerous Child Fire Safety Risk and Appalling Customer ServiceWe were very excited on ordering our new £2000+ composite door from Timber Composite Doors, however, we wanted to get the door, fittings and configuration right so decided to call direct to discuss further details.After a lengthy conversation with Graham we decided to opt for a pewter finish on the door. We were informed that this was only available as a knob but we were ok with this look. At no stage were we told that this knob was inoperative as a door opening mechanism.When Martindales came to fit the door (Oct 21) I noticed that the knob did not open the door and we required a key to open the door from outside and inside. All of my children 3, 5 and 8 were unable to operate this with a key and I explained that this was massively alarming unacceptable on fire safety grounds.The team explained that they did not have a replacement in the van and that I should call Timber Composite Doors’ Customer Service Team. I called whilst they were still on site and spoke to Richard who dismissed my concerns immediately even though the door was not fully installed and Martindales were still on site. He expressed that this was all my fault and even went on to say that the lock couldn’t be replaced as I may have had some keys cut- Martindales were still on site at this time! I requested that my issue was escalated to the Customer Services Manager.3 days later I got a call back from Sharon the Customer Services Manager who again instantly dismissed my issue and informed me that there was no issue/risk despite all of my children being unable to open the door in normal daylight conditions let alone in a smoke filled room in the event of a fire. The appalling customer service continued and I was informed that I should have done more research into locks (despite me calling the team to discuss at length) and I should buy a new unit and fit it myself- I received a further email instructing me to accept this a final solution.When I refused to accept this as a final solution I received a further email for a senior member of the team, Martin who would not discuss at all and again advised me in a short blunt email to buy a new unit and fit it myself.Despite the alarming fire safety issue highlighted whilst the team was on site nothing has been done. The customer service I received is nothing short of disgusting. I am not asking for a new door only a replacement lock (£20) to keep me and my family safe.Be very aware if you buy with this company they will gladly take your funds but if you have any issues no matter how serious/dangerous Timber Composite Doors’ focus will be totally on money and absolutely nothing will be done.LukeCornwall

Since the door was installed 6 months ago we have had to raise 3 complaints about it not opening properly, scratched glass and the best of all, it not locking!It has been 2 months now without them fixing the door lock so we have to live with an open front door!!The door they supplied is bowed and doesn't sit in the frame. They have never addressed this complaint.

Purchased two Doors a few years ago - fitting at that time - and the quality of the doors - was outstanding. Over the past few months one of the doors had become slightly misaligned so I contacted Timber Composite Doors for advice. Their service was outstanding - speedy replies; detailed information over several emails and a genuine care and consideration as to what my issue was - don't forget the doors were fitted several years ago. Great customer service isn't just about what you get at the start but how you are looked afterwards - I would highly recommend using this company to fit your doors.

We will never use them again. Awful experience. The fitters were good but I think they use a third party to fit the doors, therefore no fault there.Customer service is non-existent.We ordered Lock-Lock handle but after a couple of weeks after the order was made, we were told the handle wasn't available on the market any more. This is completely not true. I did send them links to websites that were selling the exact handle we wanted but they didn't care. I checked after the installation and the handle is still being manufactured. We chose this company because they promised to deliver this particular handle so it was double disappointing to hear they suddenly couldn't. We didn't get any refund or additional chain to make it up to us. They just don't care once they have your money.The glass on the door looks nothing like the photos we approved, wrong colour, and no frost when it was meant to be frosted.We ordered white hinges and got gold ones.Before ordering the door we asked for colour samples. I asked for these three times, still haven't got them.People who work there are useless!!!Beware!

Avoid at all costs.When you first contact timber composite doors the sales staff are fantastic and really helpful. Then if like me you have a problem with your product no one wants to know you and just tells you that they need to speak to the supplier of the door. Which as far as I am concerned is not my issue as I brought to door form composite doors and not there supplier. My door turned up damaged I was told I could fit the damaged door as they did not know when a replacement would be sent out. Now the replacement has been delivered it has no pre drilled holes and is a complete bear door and I was told as I fitted the damaged one I have no ground to complain or have a part refund for all the problems.So the bottom line is if you want to pay near 2k for a product avoid the company at all costs

Poor experience and door needing to be reinstalled.This is second time I've used them but all went wrong this time. The website content and images are poor quality which lead to issue with the door look to start with. Lenghlty but unproductive conversation with so called customer service. Next the installation done completely wrong so now I'm going to have the same door reinstalled...bear in mind I've just finished my kitchen renovation two months ago and had new plastering done. The whole point was to get the door beforehand to avoid this problem. I wonder who's going to pay for the demaged plaster after the second installation!!!!Not happy at all and wouldnt recommend them to anyone.

I orderer a Palermo Solid door in French grey.I used the door designer and soon after receiving a quotation via email, an agent called me and went though my quotation step by step until I was 100% happy with the door and all accessories. I requested some colour samples (Those were actual pieces of the ABS plastic surface of the door) that were shipped to me within 48 hrs. After that, I placed my order and I was happy to receive a promo code for £50 discount along with the option of 0% interest finance. The door was delivered in 3-weeks time (with other suppliers the lead time was 4-6 weeks) and generally the communication was very good.The delivery was very smooth, the door arrived on the scheduled day around 8:00am so I was able to collect before heading to work.All segments arrived in excellent condition although there were no installation instructions apart from a guidelines leaflet. Information on the parts I was unfamiliar with (powerbar coupler) was found online in various forums and video tutorials.I did a self-installation and I found the process fairly straightforward. Overall I am happy with the built quality and appearance of the door. There were a few minor issues such as incorrect length of handle screws, not enough drainage caps and a slightly oblong side panel but generally the experience was trouble-free. As for the durability/quality of the actual door, I guess time will tell!

Brilliant service from start to finish at a very good price. I am lucky enough to know a door fitter so i bought the door as supply only. The delivery was quick and on time, only 2 weeks from ordering. All measurements were spot on and the door looks and operates great. I would definitely use these again and recommend to anyone, and to anyone considering using a company called Trust Windows and Doors based in Bradford, please dont. My mother in law used them and has had all sorts of problems.

Poor quality door. Cannot lock door from inside and very hard to lock from the outside. After care service shocking - complete forms, send videos. I need someone to come out and fix the door. I would not buy from this company again

Heard about Timber Composite Doors online and looked at the reviews. Customers who had previously used them seemed very happy with the service and product so made me feel more comfortable about ordering a door online. The service from start to finish was excellent. I was kept informed throughout the process. Ordering was quick and simple, and the installation process was fantastic! The engineers went the extra mile and turned what could have been a bad situation (my crumbling old walls) into a great one can't thank them enough. In terms of the product I am so happy. The product looks and feels very high end. I would definitely recommend and use Timber Composite Doors again. Thanks guys!!