Malbern Windows Reviews 89

We CANNOT RECOMMEND Malbern, we had a conservatory as well as a porch done back in 2020... The list of issues is as long as our arms ( Mould, Drafts, rain water coming inside the conservatory as well as porch) and their manager Darren told us it was normal to have draft as well as mould inside the conservatory!! having rain water flowing inside the conservatory on 2 walls which one of them has the electric sockets, as well as was our fault Because our windows were too old he said .. the rain also comes in via the doors handles, this matter could be fixed by having more sealant which I declined ... We are so embarrassed when have people over ..
Our conservatory cracks, you can feel it move when it windy which apparently that's also normal ... over £20.000 we spent ...
we have had to deal with so many receptionist you would not believe, now our conservatory is full of sealant inside, outside and on the glass roof because we never had the same contractor over, the company which made our glass roof has gone bust..
In regards of the porch, it was yet again our fault, needing a new roof ... blah blah blah ...
I am getting angry writing this review, they've taken us for imbeciles.
I CANNOT contact them again and again and again when the issues listed above accur ..
We have LOST over £20.000 I should have done my research better....
The customer is wrong ... they're right .. whatever you are going to complaint YOU will be in the wrong because they know better ...
Don't try to waste your energy to speak the director ( Wayne Clarke )because this is a person which CANNOT BE CONTACTED.

Absolutely miserable experience, we cannot in good faith recommend this company to anyone looking to purchase windows or doors. Here's our experience : we ordered two new doors which took 13 weeks after signing the contract to be fitted (not the 6-8 they quote). If that was the only issue, then we would understand as sometimes these things happen but there was no proactive communication at all and I had to keep chasing them to see when they could fit them. Whilst the surveyor came quite quickly after I'd signed the contract, he didn't do his job properly so right up until a few days before the eventual fitting date I was being asked what style of glass I wanted and messed around because they said it was in stock, then it wasn't then it was. Fitter left metal staples on the drive when he fitted the door, he also left a large piece of plastic embedded in the step which we've tried to cut away ourselves as we really couldn't face dealing with them again. Asked Lyndsey to get Wayne Clarke who is the Director of Malbern Retail to ring us so we could discuss the issues we had but she wouldn't. We didn't really want anything more to do with them after this, but had to email them three weeks ago to ask them to send someone round as the front door has dropped. She said she would but despite two more email requests, no one has been in contact and she's now gone on holiday. So we had to ring again today and spoke to another lady who says she will send someone next week. We hope that happens.

We have had nothing but issues with Malbern Windows. We ordered a kitchen window and bifold door in April 2022. In June 2022 they fitted the window correctly but fitted the wrong door, as in completely the wrong door. The fitters then waited on the driveway until I confirmed the finance payment which felt intimidating at home alone with a 1 year old and 3 year old. In hindsight I should have refused this. I then had a call with Joe who asked me how much money would I want to keep the door as he would lose his job if he had to admit that he had ordered the wrong door. I kindly explained we wanted the door we ordered. He understood and said he would reorder the door. We waited patiently, in august the handle of the kitchen window broke. I called and no one returned my call, I tried again in October and no response. Eventually in November I had had enough and called numerous times with no one returning my call, eventually I called the sales line and refused a call back. Eventually I spoke to Lindsey who told me the new door had never been ordered and that Joe had been let go! There was no apology and they didn’t seem to care we had at this point waited 7 months. I was told again I would get a call back and heard nothing. At this point I raised a section 75 against the finance company affiliated with Malbern as I was paying monthly on 0% finance for the door and window all this time. It took some time but the finance company got Malbern to reorder the door, I believe with some pressure of pulling the money back from them. In February we had our bifold fitted, it was the right bifold but opened out the wrong way round and the wrong colour handle inside, by this point I thought I can live with this but it’s just shocking that at no point have I had an apology from malbern. I queried it and they told me I signed the survey document which showed the bifold in the opposite direction from the original order and contract.
A week in and the bifold didn’t latch shut properly, it just bounces back. We have to lock it to get the door to close. Malbern sent me a WhatsApp to say they would come and fix it but it’s been a month and no one has called or come to fix the door.
I am about to hire a locksmith to come and fix it.
In summary, constant hassle, no communication, absolute lack of customer service and completely unprofessional. They come up cheap on their quotes for a reason. In hindsight I would have most definitely gone with another company. The guarantee they provide isn’t worth the paper it’s written on because nobody bothers to get back to you.

Had 6 new windows, two patio doors and a front door fitted. Fantastic job, the fitter was polite, friendly and professional. He cleaned up after he'd finished i was amazed at the clean up job hed done. Phil was professional and chatty whilst completing his quote and Lindsey and the girls in the office were friendly and efficient. I would recommend them to everyone. Especially when there is so much bad workman ship about, commanding high pay. Malbern. Couldn't get any better. Allison (Reddish)

I had new windows and doors fitted this month . Excellent job done . The two window fitters who did the job were very professional. There names are Rowan and Chris . I am very happy with the products and the installation would recommend the company and especially Rowan and Chris for there workmanship.

We ordered our windows and door in May 2022 and paid a deposit. We are still waiting for the installation date. The customer service and communication is appalling, messages are ignored and phone calls rarely returned. I left a message for Darren to contact me last Friday, it is now the following Thursday, i have left another message this morning .... still waiting. If the quality of the windows and the installation is anything like the customer service, I fear this won't end well, I think the best thing I can do now is cancel.

Malbern fitted 8 windows and a bespoke custom made door to the front of our 200 year old cottage. Wasn’t an easy job as all thick stone walls that are all over the place. They did a great job and in a timely manner and hardly any mess. We have since had them back to fit a stable door on the back of the house. Great job, very happy with their work

The engineer called us 20 minutes before his arrival to let us know he was on his way to us. He replaced the handle on our back door and he even adjusted our front door so as to make it more draught proof and fitting snugly in its frame. He was very pleasant and a credit to his company.

Highly recommend! 10/10!

Sadly, my door glass failed due to a manufactures fault. I Contacted Malbern straightaway, unfortunately I lost my contract number so they couldn’t locate my details.

I received an email from Katie who went above and beyond! We originally got our house fitted by Malbern around 3 years ago! Katie managed to find the contract number and passed the details of the fault on to the manufacture. I can’t recommend Katie enough!
Honestly the hours spend trying to sort this has been truly amazing credit to the team!

The owner Darren contacted me, who managed to sort a new door out for me & speed up the process!

Today James the fitter came around and fitted the new door! He did an amazing job and a clean install. Thanks James!

I can’t recommend Malbern enough! The aftercare 3 years later has been amazing. Honestly the people here go above and beyond. A credit to all the team! Customer satisfaction guaranteed before & after! Once again thank you for swiftly resolving the issue.

Warranty issue with some handles a a window stuck shut. Very quick response form Malbern and successfully resolved and put right within days. Excellent communication, will use again and recommend to anyone

I WAS very happy after having a front door fitted in October 2018 by Malbern Windows until May this year when I reported a fault to the trim around the two window cassettes. Each window trim, both internal and external had come loose causing gaps. I Agreed an appointment date with Katie for 19 July, for their fitter to attend on a day I knew I would be available to oversee the work, he arrived 12 days early on 07 July. I had explained to Katie previously that I worked in the office every morning but worked from home in the afternoons. On the day the fitter attended, I was at my computer in an important meeting via Teams which I could not leave. My husband had opened the door to the fitter but he unfortunately has brain damage after being ventilated in intensive care last year and so unable to deal with matters as he once would have and left him to do what he had to do.

I could hear loud, forceful banging and stupidly imagined that was something he had to do to set the trims back in place. That night, I could not lock my door properly. I wondered if the door had swollen slightly due to the hot weather but this continued and later found my door was misaligned, with the top of the door not flush with the bottom of the door when closed. In order for me to lock the door, I had to lift the handle, at the same time pull the door with force so as to allow the door handle to lift to allow the key to turn. In the light of day, I noticed the fitter had also siliconed the trims in place, not the look I wanted.

I emailed Katie asking for a manager to attend to discuss how this matter would be rectified. Another date was agreed but instead of a manager attending, Katie had sent back the same fitter, James. As I had never met James before, I asked if he was a manager, he confirmed he was the fitter whose actioned I had reason to complain about. I told him I had asked for a manager, to which he replied, that’s not going to happen. Well, seems he was right.
I emailed Katie on 11 08 and received a poor grammatical response 5 days later which blamed me for wasting James’ time, which could have been utilised for other customers and advising me that James was an “experienced fitter, with lots of experience”. That because I had refused James’ visit she could not arrange for him to re attend and had passed my email to a member of the management team as I had requested on 11 08. However, then ended her response that she could arrange for James’ return for a final time if I wanted.

No apologies for wasting MY time by sending James after I had specifically asked for a manager. Or, for sending him 12 days early for his initial visit. Katie also implied in her response that James had confirmed the silicone was very neat and there was no problem engaging the door, therefore no faults had been reported back. So, that’s ok, what I was complaining about was of no consequence.

Three weeks ago, following several emails whereby I was repeatedly assured my complaint had been referred to management I did receive a telephone call from Katie. This came after I had pointed out I had found I had been included in her emails to “management” which were not intended to be seen by me. I also pointed out that I had read some responses to customers whose complaints had been recorded on Trustpilot which are disgusting.

Too be honest, Katie did apologise for her previous response and the errors of me being included in her forwarded emails. However, I got the impression that as a “ Complaints Manager” she has no influence when complaints have to be escalated. It seems management had repeatedly ignored her requests to contact me. Also, Malbern Windows do not appear to have a complaints procedure which would assure customers whilst considering engaging their services. However, that said, after my telephone conversation with Katie there was a glimmer of hope when she gave me the name of a manager who was going to contact me, Lynsey. Sure enough, several minutes after ending my telephone conversation, Lynsey contacted me. Lynsey promised a call back 2 weeks ago to arrange an appointment, that call never came. I gave Lynsey the benefit of doubt that I may have missed her call but as my phone is linked to my work computer system every telephone number, voicemail or text is recorded on a day by day basis.

Following my experience with this company I conclude that they jump through hoops to get your money but as soon as there is a problem, niceties and professionalism is none existent.

Malbern Windows is a back street set up who would not know customer service if they trod in their own manure.

They can be relieved to know that I shall not be contacting them again as I have engaged the services of a reputable company to replace all my existing windows and install a conservatory. As a favour, they are going to put right James’ poor work.

Planned visit from Malbern windows, Phil Holt very professional and friendly throughout the visit. He was able to answer all our queries fully. Very happy with the quote and looking forward to having our new fire door fitte

Chris visited to provide me a quote for a conversatory and new windows/doors. Very non-pushy salesman which I highly appreciated and understood I needed time to think through my options (much unlike other companies who came to quote and made me feel awkward). Chris gave great advice and it was never too much trouble to respond to my requests for adjustments and documents needed for my leaseholder approval.

So far I have had the windows and doors fitted. My fitter Gareth was excellent throughout and I could not fault a single thing he did. He worked diligently and to a very high standard. The fitting and sealing is 100%.

He took time to walk around with me checking I was happy with everything, and promptly sorted a couple of minor snagging issues such as the front door needing a slight adjustment so that when it was pushed to the latch clicked in to hold the door shut.

Gareth even came back the day after fitting was completed to kindly attach my alarm sensor to the front door and put my electric doorbell push button back on, which I am aware was my responsibility but demonstrates his attention to detail and going the extra mile.

Overall, very very impressed and the new windows and doors are spot-on!

Looking forward to the conservatory next...

I would advise people to look elsewhere if they need windows or doors. I had a surveyor come out and measure up in February and they have only just completed the job (September) every time a fitter came out to fit the windows, they were not happy to go ahead as they said they hadn't been measured properly. The communication was poor and the attitude of some staff was also very poor. I ended up agreeing to having the windows fitted at a reduced price because I was weary of the ongoing issue. However I would rather have paid full wack for windows that look like they fit properly. They had to use several containers of filler to had the gaps and it doesn't look great. I'm currently having bifold doors fitted at the back and I also need a new front door. Even if Malbern were giving them away free I wouldn't have them.

Thank you Malbern for my new front door. Thanks to all the staff, office, Alan my first person who helped me choose, the lovely surveyor who came along to measure up ( so sorry can't remember his name), but so friendly but professional, and of course Chris and Reagan ( sorry if I miss spelt your name) who worked their magic fitting it! All amazing people, from start to end. Also Joe and the team who produced the door. Stellar!!!

Just a little note to say a big thank you to Carl and Mark for fitting my lovely stable door. The lads were extremely professional and polite and did a grand job. It looks amazing

I am an avid DIY enthusiast and have never paid any business or maintainer to do any work on my home until now and you will not find anyone as cautious or as critical as me.
We selected Malbern to build us a conservatory, a custom designed porch, replace all windows and doors and render the front and back of the house after fitting significant insulation.
Darren Clarke, project managed the whole process keeping us fully informed throughout and visiting site regularly to keep abreast of progress. My wife changed her mind on some details as the project went along but nothing was too much trouble.
The team of fitters and builders they employ are professionals. The attention to detail and high standard of workmanship at a price that none of the competition could match.
I would recommend this business in a heartbeat and give 11 out of 10 if this was possible.

If I could give them -2 I would appalled by there windows ever since we have had them in they have been trouble door blows snow under windows leaking they have been back once and the windows wasn’t even sealed manager said he’s fixed the seal but now will have to look else where for decent window fitter now never again

My door was faulty and the joiner came out the following day to fix it, Katy who arranged the repair was so lovely and made sure the joiner came out. I have had my door 7 years and was never changed for the repair, great after sales service
Thanks Malbern Windows

malbern was the cheapest of three quotes, and fitting within a reasonable time frame.
work started and finished on time , fitters were excellent , no problems , this is the third property that malbern have done work for me and i have all ways been very pleased with the finished result,
many thanks to katie for being so helpful and organising every thing . very much recommended.