Eurocell plc - Stevenage Avis 22

Bradley was really helpful.

It was easy to order on the Website . Went to the store to obtain information on the product prior to ordering. A member of staff was friendly and helpful. The fence composite we ordered is made in UK and only few colours available. I wish there were more darker colours from brown, graphite and ?Sand. The eco composite fence were easy to fit in existing concrete post and can be cut to size from 6ft and 300mm length. They slot in to make the height required. Would recommend and no more painting. Warranty for 20 years or more. Note if using plastic post which has a metal insert in middle make sure the metal part is in the ground not the other way round. The staff in the shop did not give the correct info on this. To avoid this read all the pdf info on installation.

Easy to order and collect on the website. Very good value for money with a very good stock of materials.

Click and collect from Stevenage was very quick and efficient.

I needed a uPVC window trim for a kitchen renovation. Eurocell had the white woodgrain trim in stock and I was able to collect next morning after ordering online. Parking and collection was easy, staff are friendly and helpful.

Bought 20x pieces of eco composite fence panels from your Eurocell Stevenage branch on February 27,2024..easy to fit to our existing concrete posts. They look fantastic!
Another happy Eurocell customer.

All went well

Online process to be fair was stright forward, issues i had was, i had to chase the order, so much for a call back with in 3 days.. local team in stevenage have no phone manners, had to keep pushing him to take my order number so he can find it, instead he wanted my itinerary!! finally got a date from them and they would get the delivery to there store Friday morning. i asked if they would be able to fit me in as i ordered it on Monday hoping to get this done over the weekend, long story short i was told no i would get this on a Monday..maybe, i asked for a call back and confirmation. come Monday the driver turns up on my door without any notice or call. I asked him what happened to the call back and he said he wasn't told?? like if i wasn't at home what then? Driver was nice enough and not his fault. Also he turned up on a flat bed and it was their own van, so can't understand why they couldn't fit me in on the Friday! now to the product, i wouldn't buy it again, 3 out of the 5 facia boards i bought were either scratch or dented in some way, i managed to work around these, but if i had the time i would have sent them all back and requested a refund. there is no care for there products and how it turns up to the customer.. 2 stars were for website!

Still awaiting delivery and have not been advised when it will be delivered

We come hear alot and never get disappointed by them happy chatty men always recommend what we need and are just verry friendly people see you soon

Parts delivered for free 'cos I spent enough, on time, excellent service.

All good!

Not sure if we have been unlucky or what. Ordered a new door through our builders from the Stevenage branch. Decided on a cut glass design for the door and had our builder confirm that the same design was available for the two side panels and was told yes. Door eventually arrives perfectly as ordered but the side panels were clear glass. Builder spoke to Eurocell who was told by the manufacturer that they could not give the same design on the side panels but no explanation why. Our builder has since tried constantly to get Eurocell to show what other choice they have for the side panels but without any success. We are getting near to telling them to take their door back so that we can order from a company that sells exactly what we asked for.

Just spoke to George at Stevenage branch - lovely young man, very helpful, friendly and professional - very impressed with service

I only like to deal with one guy at this branch , and I'm going to name drop him here, it RICH...He always pulls through for me, they're all polite there , a pleasure to deal with, but RICH goes the extra mile, pulls out the stops and hits the treadmill for you !!!.....a big thanks to RICH 🤝

Purchased on a supply only basis a 'Birchover' Rosewood door, frame and glazed side panel, at the Point of ordering it was made clear to the Stevenage branch manager that my wife had badly arthritic hands so the choices were either a hand opener or a thumb turn type, nothing whatsoever was mentioned in the Eurocell brochure or during the ordering process that the thumb turn would prove to be almost impossible to use. The goods were collected on or about the 14th July 2022.

The door was professionally installed and on third party inspection found to have been fitted well within 'tolerance'

From the get-go, the door could not open/close properly without slamming it not even at maximum +/- adjustment, worse still, the internal thumb turn opening/closing mechanism was impossible for my wife to operate thus open the door let alone close it!

I was not informed at the point of purchase that the external cylinder being an inch or so away from the frame would literally jamb ones hand between the key and the frame thus catching a hand every time you turned the key to get in, this along with an almost impossible locking mechanism meant that my wife had to get assistance to get herself in to her own house!

Having complained to the Stevenage branch manager about this I was astonished to find he not only knew of other customers with the very same set of issues he felt it unnecessary to have informed me of these prior to purchasing the goods!

After the very hot summer we have just experienced and that I thought expansion was the route cause for the door to virtually jam every time it was opened the ensuing colder period has confirmed the problem of the door opening/closing is in fact according to Vista panels (a Eurocell owned business) due to th following:

1/ The door is warped/bowed to 4mm
2/ The door is too large for its frame
3/ The thumb turn mechanism is not fit for the purpose

Eurocell having ignored our complaint necessitated a call from me to remind them of their consumer inabilities, this in turn caused a chap from their sister business, Vista Panels to call me and thus a visit to inspect the door was arranged for the 22nd November. The door installation was confirmed without fault but the points above were identified, however, I was not offered a reference of follow up to this visit, two weeks later I now find it necessary to issue letters to the Eurocell board informing them that legal proceedings are imminent by way of a county court summons if they do not respond to their responsibilities and act accordingly.

This company are utterly incompetent and in contempt of the Consumer Rights Act, they have and continue to ignore all and every attempt to garner some credible evidence that the Vista panel door technicians report will be acknowledged formally and that in turn we will be informed as and when a complete door replacement system is to be reinstated an the defective goods removed.

I cannot fault the Vista door technician, he confirmed to me how dreadful this organisation are at dealing with the general public and with these types of poorly designed door, it does appear that Eurocell and their incompetent staff obviously think we are all to stupid or inept to do much about this level of crap service, well the Eurocell board are in for a shock!

Don't touch this business with a barge pole or even consider it as your supplier, they are grossly incompetent, don't tell the truth and if our experience is anything to go by avoid any responsibility failing to recognise a consumer right to a decent and competent service backed up by goods that are fit for the purpose. All businesses such as Eurocell have to by law provide access to a complaints system and investigate every complaint diligently and competently, in our case more on a 'Walt Disney' basis! Our complaint has simply been pushed under the carpet and appears to be of no consequence yet their website states to the contrary that their complaints procedure is second to none, another crock of s..t statement!

Well they will now have an opportunity to explain this no-existent service along with the various breaches of the Consumer Rights Act to a district judge!!!!

REVIEW UPDATE 5th December

I have now received a response from a james???? at Eurocell, no surname, no idea of position or seniority or if james (spelt with a lower case j!!!) is merely a call centre gofer or just another nameless wonder thrown into the fire with which to placate the situation, who on earth knows? Had james ??? bothered to check his system or spoken to other employees he would have found the complaint number and logged email correspondence on the matter but of course no, to much effort to achieve this level of competence.

I have also had a response from Mark Kelly, CEO of Eurocell to be fair, lets just see what he comes up with!

Just to say a big thank you ,to Dean the Manager at the Stevenage branch in Herts,for his professional approach to arranging a customer service engineer from the Dales door range, upon which we had a slight issue with a recent Door we had purchased.
Our customer was very impressed with the prompt response from Dean with dealing with this matter and up to date information between ourselves and the customer.
Once again thank you for your professional approach with dealing with this matter
Regards
Paul west.
MD
Window Care Herts Ltd.