Good overall service despite some initial issues regarding suitability of product for our property. Surveyor and installation manager however made good alternative recommendations. Whilst installation was dealt with well and on time, the fitters managed to scrape wallpaper leaving a 5’’ gash. Redecorating is required

Over optimistic installation time of 3 days from both the salesman and surveyor. head office booked 5 days. Reality was 8 working days because of the lack of fitting. Installation time was crucial to me because of the effect I knew it would have on my health and I would have staged the work. The installers seem to have done the work as cheaply and expeditiously as possible for themselves. The first wooden window ledge installed had an obvious slope down towards the window, allegedly due to the uneven surface. I was assured by both the salesman and surveyor that the front and side doors would not have high thresholds and would not cause a trip hazard. This is not how two doors have been installed. Both thresholds are positioned far higher that they were and there is less in-fill above the front door that I was told to expect. The surveyor gave the impression that both of the side PVC door sills could be matched and would overhang the step, this was not the case and I was not informed. Except for the waiting time the service provided by the remedial team of Shannon, Michael, and Andy was excellent. I was kept advised by Shannon and Andy when Andy had problems with his van. Andy Gowing did an extremely good job of remedying faults. He refitted loose window tiles. He almost eliminated marks on the PVC door and adjusted a difficult to open window handle, both of these I feel should have been dealt with during manufacture. it is disappointing to receive unsigned letters addressed to " Dear Customer" and marked " date as postmark" especially when some of the enclosures were missing. However, I am pleased with how the "false ceiling" in the porch has been installed. Frank Poole

Excellent service from all members of staff we came in contact with.

The entire experience was blighted by the cancellation of our initial installation date, the reason given for which was that the glass had not yet arrived - an extremely weak excuse for a window company. Once installed it was clear that the beading was missing and the door was brass, not the chrome that was ordered. Again another huge delay due to both having to "be ordered". I think Hazlemere Windows think we are stupid!

Fitters had just left and when cleaning up the kitchen, I discovered damaged tiles on the kitchen window sill and scored worktop where a piece of electrical equipment had been laid. No protective cover had been used over the kitchen sink/drainer or floor. I drew this to the attention of HWC via email. The installation manager arranged to visit to inspect the damage. On another occasion he arranged to return to undertake some remedial work but failed to turn up. An oversight + apologised. My experience has been very disappointing subsequently and a protracted process to agree compensation for the tiles and worktop damage has just been completed. I chose HWC due to their claimed high customer satisfaction and quality of product /service. Their website claims to have some of the best fitters in the area. Clearly this is not the case. The installation manager overseeing the installation has verbally apologised confirming this should not have happened. However despite emails being copied to HWC senior personnel,(incl installation director) I have received no written apology from anyone.The resolution of the subsequent damage to my property being left to the Installation Manager who was supposed to be over seeing the project on each day. At the time I was impressed that the installation manager called during each of the 2 days whilst work was underway. However it would seem the purpose of such visits had little effect on the work in progress or that to be completed. I am advised that the 3 of the 4 fitters involved no longer are employed by HWC.I regret placing my trust in HWC in what has resulted a very expensive and stress full experience. As an unhappy customer I feel HWC cannot afford to rest on their laurels, celebrating how well the business is doing, when one failure can wreck the whole organisation. In respect of HWC senior personnel, it would seem delegation to those responsible is the easy way out. Ownership at a higher level clearly absent from my perspective.

Good installation glass had to be replaced twice weak customer support and poor order documentation.

Cancelled installation date on the day of agreed installation (8.30am) , this meant that I had to take two days off of work to facilitate the second installation date. Service visit required after fitting.

Sales staff both at Welwyn and HIgh Wycombe very very poor. Product seems very good. Excellent fitter.