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★☆☆☆☆

“WORST company ever! Constant delays, missing parts!”

Written on: 12/12/2014 by 265Schmitt (1 review written)

This company was initially great to deal with but I now realise that they were happy to make lots of promises and guarantees just to get the sale. DO NOT TRUST THIS COMPANY. They guaranteed our bi-fold doors would be delivered within two weeks of us making payment. Considering our home renovation was on tight time constraints (my wife was 8 months pregnant and we wanted to get it completed well before the due date) we decided to go with them. They were well aware of our time constraints before making the sale. We made payment on time and then after two weeks of waiting I called to see when they would be delivered. The owner (Reinder I think his name is) then proceeded to argue with me for an hour, claiming it wasn’t their fault and when they ‘guaranteed delivery within two weeks’ that simply meant THEY would receive one part of the doors within two weeks and then they would be delivered shortly after that. As the consumer why would I care when certain parts are delivered to them??? I’m concerned with when the finished product will be delivered to us! I found it amazing that the owner of the business was so rude in arguing with a customer when there was clear evidence (in writing) that his salesman Gavan had lied to us just to get the sale. In the end the doors were finally delivered SIX WEEKS after I made payment. Things only got worse from there...

When the doors were delivered they already had deep scratches in the powder coating. This was pointed out to the delivery driver and he said that he’d bring some touch up paint to the house to fix it. Six weeks down the line I’m still asking for this to be fixed. After the doors were installed we also noticed a gap between the bottom of the door and the floorboards. We thought this couldn’t possibly be right so a week later we called Nuline about it. They told us that they were actually missing a part and that they’d deliver it in two weeks. Why on earth wouldn’t they actually tell us about the missing part AT THE TIME OF DELIVERY!!! I have no doubt that had we not mentioned anything about the missing part they would have just left it. Again the owner Reinder blamed his supplier and refused to accept any responsibility for the fact that he delivered an incomplete product and didn’t mention anything about it. A simple apology would have been appreciated but it’s obviously against company policy to have any awareness of basic decency or customer service (unless of course they are trying to get you into a sale with false promises). It has now been six weeks since the doors were installed and 12 weeks since we first made payment for them, and we still don’t have the finished product. Over the last two weeks we’ve called them twice daily to find out when they are going to fit the missing part. All up we’ve spent over an hour on hold and we’ve not once been called back when promised. They even had the audacity that tell my heavily pregnant wife that she should just fit the missing part herself because their delivery drivers were too busy. Finally yesterday a driver came to install the missing part, only to find out that the power coating is too thick and will not fit properly. He told us that he’d come back the following day (i.e. today). Again not having any faith in this company we called them this morning to confirm the job will be finished today. They confirmed that yes it would all be done in the afternoon. At 4:00pm today I called them to see where the driver was, only to be left on hold for 15 minutes and then told that the driver was caught up at another job and that he would come back next Tuesday (in four days time)!!! The owner then justified this and told me it really wasn’t a big deal and that it wasn’t his fault. After stuffing us around so comprehensively I would have thought they’d prioritise our job, but not Nuline Windows... they insist of failing on all fronts.

I can honestly say I’ve never dealt with a more incompetent, deliberately misleading and openly rude business. The entire time they have argued with us as if it’s our fault for the constant delays, lack of communication. They have claimed to have be honest and accurate the entire time, despite multiple lies that can be verified in writing. We’ve had to call them over 20 times and we still haven’t got the finished product. All of the delays have been the fault of someone else and they’ve never prioritised rectifying their errors over chasing new customers.

I’ve never posted a review on any website but after the ordeal with this mob I felt compelled to write something so that other people do not get taken in by them. DO NOT USE THIS COMPANY.

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