Dorking Windows Reviews 9

Excellent Service - Faux Tiled Roof
We had a Faux Tiled Rood fitted to our existing conservatory and it has surpassed our expectations.
Looks amazing and has cut down on our heating bills.
Great customer service and good communication from start to finish. Would highly recommend this local family run business

I have had the pleasure of working closely with Dorking Windows for some time now. The whole team are incredibly passionate about the business, and it really shows through the quality of their work. They are professional, reliable and trustworthy. I wouldn’t hesitate to recommend them to anyone!

I don't often write reviews, but I feel the need to for Dorking Windows. The first time we used them was for all of the windows and doors in our house (excluding bathroom). They came round and quoted without any hard sell, the price was the price, and the price was definitely fair. They did a great job, and the fitters were all respectful and very competent. Due to this we asked them back to replace our conservatory with a fully insulated faux tile roof with aluminum structure and replace all the wooden windows with UPVC. Again, what an amazing service. Everyone involved were brilliant. They were again respectful of the house, were clean, punctual and kept me up to date with all the works being completed as they went along. The quality of the workmanship and the product they have supplied is amazing. It's made such a difference to me and my family as we can now use that room all year round. We have one more window to do when the bathroom is done, and I won't hesitate to have them back round.

If I could give less that one star I would.

Rude, condescending and unnecessarily and inaccurately accusatory, seriously, don’t go there!

Much much better options available than these guys: I have ordered elsewhere and would recommend that you do the same

I asked for a quote for some fairly basic work on existing windows. Marc, who I think is the owner, came round and quoted. He was ok. The quote was very expensive but I couldn’t be bothered to argue on the price as just want it fixed. The awful, rude person in his office then demanded full payment in advance of even providing a date when the work would be done. I argued that this was weird given no materials cost involved, just Labour. I was willing to pay a 50% deposit. Got rejected. And then when I asked to speak to the boss to chat through the options she refused to let me speak to him and later just ignored me. I have now found a courteous (and cheaper) company AVOID AVOID AVOID

Back in 2016 the Dorking Window Company supplied doors and windows for an extension at our house. The double-glazed sealed units were guaranteed for ten years; I have a physical copy of the guarantee. On 2 March 2023 one of the two glass panes in a sealed unit spontaneously disintegrated - there was no impact, and presumably the glass fractured because of some internal stress within an evidently faulty unit. I wrote to the company to register a claim under the ten year guarantee, but was told that they do "not cover glass breakages and never have in 20 years of trading". Given that two panes of glass constitute an integral part of each double-glazed sealed unit, and that my guarantee makes no mention of glass being excluded from the warranty, I think this amounts to a breach of contract.

Subsequent telephone calls to, and email exchanges with, the company degenerated into increasingly acerbic responses from the lady concerned (a member of the family which owns the firm, I think). On one occasion she said she was very busy and had no time to discuss the matter further; she then put the phone abruptly down on me. When I pursued the matter by email I received a reply to the effect that "if you are threatening to slander me or Dorking Window Company.." (I was not) ".. we will be seeking legal advice". At this point, given the increasing ridiculous responses (I have retained copies of all the correspondence), I wrote back to terminate the exchange. It appears that their guarantee is not worth the paper it is written on.

I have raised the matter with the Financial Ombudsman (who say that they cannot deal with non-financial complaints) and with the Double Glazing & Conservatory Quality Assurance Ombudsman Scheme (DGCOS, who say they have no jurisdiction over non-members). Unsurprisingly, perhaps, the Dorking Window Company is not a member. DGCOS advised me to contact the Citizen's Advice Bureau, which I did: they have now referred the matter to the Trading Standards organisation.

In the meantime we have used another company to replace the failed unit. An accolade here to Shaws Glass of Horsham, who completed the job promptly, politely and efficiently for £214.64. Excellent service, which is something Dorking Windows should have provided.

There are clear lessons here for the Dorking Window Company:

- review the quality of your after-sales service
- up your game in terms of customer service and
email/telephone etiquette
- honour your guarantees without quibble
- consider joining your professional trade body,
DGCOS, to promote better trading standards

In the circumstances, our advice to potential customers of Dorking Window Company, would be "avoid them like the plague".

Having spent over £15,000 with Dorking Windows in the past and now experiencing some maintenance needs they are too busy or unwilling to come out and help with repairs to their faulty product. It seems they are not keen to look after existing customers.

We decided to get new UPVC windows and Bi-folds installed at our home in Surrey. After a lot of research we decided to go for Dorking Window Company based in South Street, Dorking.

Right from the very start to the very end of the process we have been very impressed by the professionalism, customer care and quality of the products this company has provided us with.

Marc’s team is exceptional, everyone from the two wonderful ladies at their store to the fitters and Marc himself have been phenomenal.

Dorking window company really took the time to listen to our requirements, ensured we were happy with everything and made the process easy. They are competitively priced, supply really great quality windows/bi-folds, extremely knowledgable and have an exceptional team of fitters who are extremely friendly, professional and superbly experienced.

We would strongly recommend Dorking Windows, they are a fantastic company, really good to deal with and really keep their clients best interests at heart.

We look forward to enjoying our windows and bi-folds for many years for many years to come.

Thank you for a wonderful experience.

Had 3 roof windows fitted,1 electrical.
They have visited our house 3 times to try and fit the windows correctly. The first visit they didn't have all the equipment needed and paid for. The second visit they fitted the missing parts and left with the finish being awful, all the windows finished differently, no uniformity. The 3rd visit they have corrected their earlier mistakes and now the electrical window catches and does not open! That's 4 visits to fit 3 windows! Each visit their fitters just show up at your door without booking an appointment or calling before hand and checking if it's convenient.
The staff are friendly and polite but the work standard and finish needs addressing.