Crystal Group Limited Avis 73

Solid door with some serious issues.

This is a review that I have tried to submit to Crewfix review website but was rejected. I bought a Crystal PVC door through Crewfix. This is my experice with the PVC door: " Crystal 1-Panel 1-Obscure Light Right-Handed White uPVC Back Door 2090mm x 840mm

Hi. I bought and installed this PVC door recently. Happy with installation until it rained. Water leaked inside. Drainage holes at the bottom of the frame did not drain water out. Crystal sale person suggested I drilled holes through the frame to let water out. I also found out that the bottom part of the door was not locked in properly because the door and frame was not aligned. Wind and heavy rain pushed push the water in. He suggested to toe and heeled the glass again. it did not fix the issue. I needed to adjust the door but the hinge caps were so tightly screwed that I was not able to unscrew them. The instruction mentioned the security screws were at the bottom of the hinges but they were not. They were behind the hinge when the door was open. I spent many hours searching on how to open the cap. Sale person agreed to send me two new hinges and a long drill bit. Once I received the items and knew for sure the cap security screws were at the back of hinges, I went to work on those screws. I did it in the end. Aligned the door. Now the door locked properly top and bottom. Drilled two holes at the bottom of the frame. Now there are two visible holes in front of the bottom frame. Not pretty. Comparing the cap security screws on the frame with the new ones sent to me. I could not unscrewed them because the heads were half damaged. Overall , I am not happy with this product because of all the trouble I have to go through. So I would not recommend this product

I would give them zero if I could. Avoid at all cost

I would give zero if possible as ZERO aftermarket care was given. Two door are now faulty after a few years installation, 1 buckling and other split. Excuses instead of owing up to door issue. Do not use

Placed an order for window with Door supermarket ( CMOgroup). Two weeks lead time, delivery 11/10, crystal driver David pulls up at 10.30 starts unloading, informs me that bottom pane damaged in transit and he has informed company for replacement to be sent. Take del , take pictures of crack and report to door supermarket who have no knowledge of replacement or damage. Send pics,and they want more evidence Also find that the POD has a signature on it, not mine. Extremely shady company, I will pursue for a refund. A big no from me.

We ordered our patio doors, sent our address and paid the money which they took. They told us it would be 3 weeks. I emailed them during the 3rd week to ask for a date for delivery only to be told that we hadn't supplied them a delivery address so the the order hadn't been placed. I asked them why money had been taken if the order hadn't been placed to which they said money is taken at point of order but until they got all info the order isnt placed. I then sent them the original email with the delivery address that we sent them. All they said was oh sorry about that it will be another 2 weeks. My partner is self employed so he had arranged 2 weeks off and arranged work for after this, so this had to be put off, costing him wages, We had a skip for a month before, ending on the day the doors were supposed to be delivered and had to extend that for 2 weeks at an extra cost to us, and I had to re arrange days booked off. We wrote the company with this and asked about compensation for this as none of it was down to us but down to their incompetence, but they refused to answer any of our emails.
We are doing more work to our house but will never use these again. All they want us your money and no customer after care at all. Would not recommend them at all

If I could give them no stars I would. Handle on our main opening door broke off after a handful of uses. As it was only fitted 6 months before we contacted Crystal Direct and sent photographs to get a replacement under their 10 year guarantee. They have refused to help despite many phone calls and emails stating that the handle is excluded from the guarantee. Absolutely useless company with no customer service whatsoever.

Our builder ordered a new door and side panel from Crystal Direct. He specified the overall dimensions required and Crystal prepared a specification in accordance with it. When Crystal ordered the door itself from another company, they reduced the door height stating that this was because the cill would be provided by them. This was a mistake as when the door arrived it was too small. Crystal did not accept that it was their error. They did agree to replace the side panel with one that would match the size of the door. A frustrating 3.5 weeks later we eventually got the new side panel completed after our builder had made 2 visits to Crystal.

Recently brought a 3m by 1.5m Skylantern they were able to turn it around in 3 weeks giving us enough time to install before christmas break, Thanks to my rep Daniel

Still no one has come back from Crystal Clear or Crystal Direct or Hinkling Developments as to why I can not have a refund for composite doors paid for in May and never recieved.

I have seen some of the bad reviews, but my experience was five star. I have used them via B&Q for 6 windows and some large French doors. All good, correct size and easy to fit. One hiccup was sorted out patiently and professionally by a lady called Leanne. She spent time to understand the issue and waited while I found some paperwork. Problem solved. Thank you for that, and I am replacing the back door next and happy to stay with Crystal.

What a disaster this company is, no wonder the likes of Screwfix, B&Q etc no longer have connections with them. Ordered made-to-measure windows through B&Q, paid the money, and waited, and waited. Contract signed in my eyes. After emails and telephone calls between Crystal and B&Q and several confirmed delivery dates, they cancelled the order without any explanation. I can only think the 'good reviews' for Crystal Windows are 'manufactured'.

Follow-up from my review below:

Crystal Direct have got back to me, saying

"Crystal received a signed off order on the 1st March 2022 from Jewson and manufactured the products accordingly - order number (*******). We work within clear service level agreements with Jewson, and as you are a customer of Jewson, we must ask you to revert to them on this occasion"

Shocking how they completely absolve themselves of any responsibility for manufacturing the WRONG product, which is useless to us! We have and provided proof that the fault is at their end. We'll be pursuing this but in the meantime I will keep supplying info here. Companies who behave like this shouldn't be able to get away with it.

Simply the biggest screw up I have ever come across. Made my windows wrong twice left me without my products for over a year cost me a 60k contract. Lost my templates 4 times had to go back into customers homes to re do these. Michael ionna my rep is they biggest lier I have ever come across never answers the phone they are happy to take your money and give you a poor product. Using crystal direct has cost me thousands in lost revenue. The worst window manafactures in the UK hands down.

Stay clear if you have any sense.

If you manage to get good customer service from this company I would suggest you start playing the lottery, as it may be your lucky year!

Ordered three windows and a door, resulting in multiple “confirmed” deliveries not turning up, missing components, and one window requiring a complete replacement. Three months of multiple emails, phone calls and waiting for non existent deliveries just to complete a small project. In my 35 year construction industry career, I’ve never experienced any service like this. Avoid unless you have nothing better to do with your time.

Edit to their reply below**
It appears the only way to get Crystal Direct to answer emails is to leave a bad review…

In answer to Crystal**
no thanks you’ve had multiple chances to reply to emails and deliver a simple order in a satisfactory manner. I want no further contact with your company.

Terrible service. I bought 2 doors through screwfix, one has failed the multipoint lock has broken such that the top of the door is unlocked and the bottom jammed shut, i called an engineer who told me the only way to open it will damage it beyond repair. i called Screwfix 4 times over a month , each time they told me Crystal would call, they never did. Finally after saying I wanted a refund and would issue a small claim Crystal emailed me, they said they were sending a lock in the post. I told them the door was jammed closed and could not be opened and would need full replacement. Crystal responded saying the fault was due to a bad install, they have never seen the door nor even spoken to me, ridiculous and insulting response. They attempted to deliver a lock today which i refused as what will i fit the lock to? this type of customer service only helps my small claim,but i advise anyone to avoid their products!

I ordered a standard size window through B&Q. The window should have been delivered within 15 days. One week before the delivery I received an email to confirm the delivery day (exactly 15 days from the day I placed the order and paid). Then I received no communication whatsoever.

When I called the company at 12.15pm on the day of delivery, I've been told that the item would be delivered by 6.30pm, everything was on schedule. I was also told that the tracking details will be sent out as soon as my parcel was loaded in the van. At 5.11pm, I've emailed the sales team to get an update on my delivery. Within minutes I've received the tracking details and a rather rude email saying that the ETA is 8.15pm.

Half an hour later when I checked the delivery status, I've seen that the company has rescheduled my delivery for the next day without any explanation. Now our building work is on hold because of this company and I have to chase them to get my window, which I have already paid for over two weeks ago.

I was very impressed with Tonya, very professional and wasn’t at all pushy. Will have my other windows made by Crystal.
Thanks Tonya

We had the opportunity to buy a door for our kitchen/ garden form Tonya Herron at this place, and she was absolutely amazing in understanding our need, pulling the order together and being super helpful with all our endless questions. The entire buying process was seamless and the delivery perfect - thank you Tonya, you’re a real asset to the brand and an absolute great at customer service. Well done. - Mamta Singh

As a fitter this is the first time I’ve used the company, I dealt with Tonya who made it a very simple process. It arrived in good time as ordered. I was kept informed of the delivery schedule all day.
I will use them again, very happy with customer service from Tonya and the driver. Would recommend them to my customers 👍

Left company over 4/5 weeks ago not only is it a joke of a company I still haven’t been paid when they know I’m supporting a full family and a father with cancer this place has no shame! Begged me to do an extra week and all I got was a kick in the teeth off it cheers lads