Erin Roth

4 months ago

Review

The London Door Company supplied a replacement front door for my house 8 years ago. Yes, the door was expensive, but I love the door, which was carefully made to match the original 1920's door and side windows, and know that it also provides a high level of security for my home. Over the years I have had to reach out to the company to enquire about this and that, and they have always been very quick to respond and to come to the house if any visit was required. Today I had to call to find out the type and color of stain that was used on the threshold, as after 8 years it needs refreshing, and Gavin got back in touch with me the same day, knew the right product to refer me to, and walked me through the process for doing the work myself. Great service and great product.

simon dodd

in the last week

Review

The door is ok but for £7k shouldn't it be amazing? The whole process took just over 10 weeks and to be fair the finished result is just ok. The company promises a lot and having spoken to the door fitters (who are original London Door Co employees), I think since it was acquired by the larger corporate Neville Johnson, service has been replaced by growth targets. The door fitters and finishers were all good, the chap who measured up was appalling and rude and the systems/processes pretty much non-existent. One positive was Faye Golsorkhi who did finally sort out the issues. Attached are the pictures of the door I was left with (remember a staggering £7k spent). I was told that the finisher would be around to tidy up but had to chase repeatedly to get a date for completion (3 weeks later). This included a scratched panel of glass which had to be replaced. As a customer you feel you are simply chasing your tail to get a completed product. Would I use London Door Co again.... No, would I recommend them... No. The final door is of a good quality and the finisher did on 8th Aug finally finish but it is just not worth the time you have to put in to chase things up (they are very quick to invoice you too!). Overall result is ok but spending £7k the value for money is simply not there.

Dave Morgan

2 weeks ago

Review

We had a very poor experience with LDC. My one star goes to the fitters, surveyor and painters who were good and easy to deal with, and for the door itself. The administrative and communications side of the company is shambolic. In our original consultation we were told the work would be done in 2 consecutive days – door/frame installation and painting. In reality it took 129 days from the day of the original installation, to the final paint job. We factored the speed of a matter of days in to our decision to go with LDC, as we have a baby, and wanted minimal disruption with noise and paint fumes. In reality we had fitters in twice, and painters in 4 times. Save your money and mental health, and choose a company that cares about its customers, and can provide more than a sub-standard level of customer service. Long version of our experience: To go back to the original installation day, we were given no confirmation of arrival time on day of fitting. Not the best start. We were told after the fitting that the decorators would be in touch swiftly, they weren’t and I had to chase up myself. 6 days later, they arrived to do the painting, without telling us they were coming, and at an inconvenient time. They said they’d come back the following day. They didn’t, I chased up with the operations manager & the comms team, multiple times before I got any clarity. After making a complaint I was promised that the ops manager would call me to discuss the final balance – never happened. Our painter came 3 weeks after the original fitting date. Our painter was unable to paint over a blemish on our door, and after he kindly visited 3 times to paint our door, the blemish was still there. Not the type of quality and finish one expects when paying over £3k for a door! We got an email demanding final payment, despite the paint job not having been completed to a satisfactory level - I replied to say the job was unfinished and to complain AGAIN about the poor communication. I received no reply. After more chasing, our surveyor came to help smooth things over. He assessed the door, recommending the door be replaced. It was replaced a few weeks later. 1 week later we had another demand for payment from the finance team. As far we were concerned, the job isn’t complete until it is painted properly - which we had been assured it would be before installation... it wasn’t and this second door needed further painting. Our surveyor worked as a go-between to contact the office on our behalf to arrange the paintwork. (Presumably because nobody in the comms team was competent enough to resolve our issues). After 15 days we heard nothing. I contacted our surveyor again, and again he chased the planning department. We received a call 2 further days later booking us in for a date chosen by LDC, that wasn’t discussed with us and one that was inconvenient for us. Eventually we arranged a date, 5 weeks after the second door had been installed. Finally the door was completed, over 6 months since we first met with the salesman. We were very disappointed such a simple job took so long and took up so much time and energy to chase up. The communication from head office was woeful throughout, and sometimes non-existent. LDC reduced our final amount owed, which while we paid, we felt was inadequate. True to form, after I detailed our full experience to LDC, they took over a week to reply (after I had chased them). A small apology via email was all we got for 6 months of our time wasted and a dire customer experience. Not once did we get a phone call to apologise, or an indication that they will review their working practices. An utterly gutless and abysmal company from a comms point of view – avoid them at all costs. Laughably, while writing this review, LDC accidentally emailed us an invoice meant for another customer, who was also getting a reduction on their bill! Not great from a GDPR perspective. The level of incompetence at this company knows no boundaries.

Clare L

6 months ago

Review

We bought a new front door from London Door Company in 2018 and we are so pleased we did. We went for the Victorian look to match our house and it looks wonderful. Buying a new front door is an expensive purchase but it makes me happy everytime I see it and has really improved the look of the house. I especially like how thick the door is and the hand painted finish which make it high spec. The whole installation process was swift and seamless also. All in all we are very pleased.

Kristen DeJong

2 months ago

Review

Top-notch craftsmanship but the after-sales process has been incredulously disorganised. From purchase to completion, we were told 6-7 weeks and it’s been six months so far. They installed the incorrect window measurement and whilst discounted the price to compensate is, it’s continued downhill from there. We then waited two months for a decorator. They specified the wrong decorating and it’s been a nightmare navigating completion. We’ve had six weeks of sporadic decorating days vs 4-5 decorating days in succession. Today was supposed to be completion and the decorator didn’t show up. They specify 9-10am arrival unlike most trades who arrive at 8am sharp, which is incredibly inconvenient for working people. I suspect and this has been confirmed by certain staff, it’s a classic case of a small company focused on craftsmanship being acquired by a larger company without the appropriate culture change and alignment around process/KPIs. A real shame, for all the staff who are passionate about the product and incredibly nice. A real nightmare if you’re a customer trying to navigate a sloppy, uncoordinated process let alone coming home for weeks and weeks to an unfinished front door. Hopefully ours is a unique situation but a warning to anyone at the sales process. Get SLAs into your sales contract!