Door Station Avaliações 

Resposta da Door Station

Há 3 dias

Hi Matt,

We’re sorry to see this review, particularly as the circumstances are a little different to those described.

The telephone number provided when the order was placed was unfortunately not the correct contact number. Our transport team attempted to contact that number on 7th, 10th and 14th September and left voicemails each time in order to arrange delivery.

We can also see that you called us at 16:49 on Friday, after our customer service team had closed, and then contacted us again yesterday. Our out-of-hours answering service correctly took your details and passed the messages on to us.

We have now been given the correct contact numbers, have updated the transport team and asked them to contact you to arrange delivery as soon as possible.

Door Station is certainly not a scam, and we’re disappointed that this suggestion has been made when both ourselves and our transport team have been trying to make contact using the information supplied with the order.

We completely appreciate the frustration of having carpenters waiting and hope to have the delivery arranged very shortly.

Kind regards,
Door Station

Resposta da Door Station

16 de dez. de 2024

Hi Kath,

Thank you for your review and for taking the time to share your feedback. I’m glad to hear the door has arrived and meets your expectations. However, I’m truly sorry for the frustration caused by the delays and for the communication issues you experienced during the process.

To provide some context, your order involved a bespoke, made-to-measure door that required technical drawings to be signed off before production could commence. We sent the drawings to you on 9th April and followed up a couple of times to ensure they were reviewed. These drawings were signed off on 24th May, at which point the production timeline of 18 weeks began.

Unfortunately, unforeseen global shipping disruptions due to the conflict overseas caused further delays in the delivery, which was outside of our control. That said, I completely understand your frustration regarding the lack of proactive updates, and I acknowledge that we could have done better in keeping you informed throughout the process.

We’re taking steps to address this by implementing new software to improve our communication and provide regular order updates moving forward. Additionally, as a gesture of goodwill for the inconvenience, we refunded the £55 delivery charge, and I hope this goes some way toward making up for the experience.

Thank you again for your patience and feedback, which will help us improve our service. If there’s anything more we can do, please feel free to contact us directly.

Best regards,
Dan

Resposta da Door Station

26 de nov. de 2024

Dear Stuart

This is the first we are hearing about this issue. As you know, made-to-measure doors are manufactured strictly to the sizes provided at the time of order. In this case, you supplied us with those measurements, and the doors were made and delivered accordingly. It’s also worth noting that doors with a height of 1000mm are not available off the shelf so these doors had to be bespoke made specifically for your order. If the door frames aren’t perfectly square, it’s standard practice for a carpenter to trim the doors to fit, and a time-served carpenter would expect and manage this as part of the installation process.

Regarding the lead time, the details are clearly stated on the product page and reiterated in the order confirmation you received. Unfortunately, the delay you experienced was caused by global shipping challenges stemming from the ongoing conflict in the Red Sea, which delayed the container carrying your order by a few weeks. This was communicated to you at the time.

Additionally, we noted the 1-star review you left on Google, claiming we hadn’t delivered on the promised day. After we checked our phone recordings, it became clear that there was a mix-up on your end regarding the date. We appreciated your acknowledgment of this and thank you for removing that review.

As always, we’re here to assist in any way we can, so please don’t hesitate to get in touch if you have any further questions or need help in the future.

Resposta da Door Station

6 de nov. de 2024

Hello Michael,

Thank you for taking the time to share your feedback. I’m glad to hear that you’re happy with the quality of the doors and found them well-packaged and competitively priced.

I’m sorry that the communication and delivery process didn’t meet expectations. We make every effort to outline lead times on our website, in our confirmation emails, and when sending over drawings. Unfortunately, your delivery took 18 weeks rather than the estimated 14 due to an unexpected container delay in the Red Sea. I understand how frustrating that must have been, and we’re currently working on a system to keep customers proactively updated at every stage.

The issues with the driver’s communication and the pallet disposal are equally concerning, as our aim is to make the entire process smooth and straightforward. I’ll be discussing this with our delivery partners to ensure these details are clearly communicated in the future.

Thank you again for your valuable feedback—it truly helps us improve. If there’s anything further we can assist with, please feel free to get in touch.

Thanks, Dan