Telephone support for ordering was really excellent. Parts I needed were cheaper here than anywhere else (though very hard to find anyway). Was told the parts were was Out Of Stock but due in followin... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
There was a minor error in packaging & shipping of an order - they replied to my query within the hour and without hesitation or quibble promised to correct the error and make good. Top service, whic... See more
Company replied
Customer support was excellent and prompt, providing the well needed technical help I required prior to purchase. The part itself fitted perfectly (within 10 minutes)without any additional drilling... See more
Company replied
I was very pleased to be able to source an identical replacement lock for a door that is over 25 years old. I received the multipoint lock - which was well packed - on a Wed just after midday just 24... See more
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Company details
Written by the company
Specialist supplier of hard-to-find window & door parts. trade professionals and DIY enthusiasts. DG Supplyline Ltd was established in 1999 and has built up a loyal customer base of trade professionals and DIY enthusiasts.
Contact info
122-124 Prince Avenue, SS0 0NW, Westcliff-on-Sea, United Kingdom
- 01702 351 911
- sales@dgsupplyline.co.uk
- www.dgsupplyline.co.uk
4.5
Excellent
220 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Reply from DG Supplyline Ltd
We are sorry that you had a bad experience using our company. If you contact sales on 01702 351911 we will try and help you with your query.
I ordered springs for window and after…
I ordered springs for window and after two weeks still didn’t get my order. I don’t recommend this company .
July 3, 2025
Reply from DG Supplyline Ltd
Dear Krzysztof Madziar
Thank you for your feedback and for bringing this matter to our attention. We sincerely apologise for any inconvenience you have experienced.
Upon reviewing your order, we found that it was placed on the evening 23rd June, when our office was closed. Your order was processed the following day, 24th June and dispatched on July 2nd. We informed you on July 2nd that your order was being sent out, and Parcelforce attempted delivery on 3rd July.
Unfortunately, as no one was available to receive the parcel, Parcelforce has redirected it to your local post office for collection. According to the tracking information, the parcel is still awaiting collection.
Thank you for your patience and understanding.
DG Supplyline Team
Reply from DG Supplyline Ltd
Hi Ross,
Thanks for your review. We hope to deal with you again soon.
The DGS Team
Superb
The exact item I required at a stonkingly low price and it arrived the very next day. What more could I ask for????
July 2, 2025
Reply from DG Supplyline Ltd
Hi Phil,
That's good to know! Thanks for your review.
The DGS Team
Reply from DG Supplyline Ltd
Hi Norman,
That's good to know! Thanks for your review.
We look forward to dealing with you again in the near future.
The DGS Team
Found the part with very little effort…
Found the part with very little effort on line. Completed the purchase form which was very straightforward. Delivery schedule was as stated.
Absolutely no problem. Can’t do much better than that.
Well done you.
July 4, 2025
Reply from DG Supplyline Ltd
Hi Bill,
Thanks for your review and the valuable feedback.
We appreciate your business and hope to deal with you again!
The DG Supplyline Team
Reply from DG Supplyline Ltd
Hi Paul,
Thanks for your review and for using DG Supplyline.
The DGS Team
75C runup riser block
I needed to replace a few (now unavailable) Glazpart 410501 riser blocks used on Double glazed Upvc doors. The DGS 75C product looked very similar although the critical dimensions between the two shorter locating legs was not shown. What a delight when they arrived to find that the part number 410510 was moulded into the riser block. They fit perfectly!
July 3, 2025
Reply from DG Supplyline Ltd
Hi Tim,
Thanks for leaving a positive review. We'll get the tech team to look into fixing the missing dimension.
We look forward to dealing with you again in the future!
The DGS Team
Reply from DG Supplyline Ltd
Hi Mr Kuster,
Thanks for your review!
The DGS Team
Great knowledge company and have almost…
Great knowledge company and have almost every product you cannot normally get online
July 6, 2025
Reply from DG Supplyline Ltd
Hi Dean,
That's good to know. Thanks for your review!
The DGS Team
Excellent service!
Great communication, well packaged goods and better price than the manufacturer!
July 1, 2025
Reply from DG Supplyline Ltd
Hi Matthew,
Thanks for your review!
The DGS Team
Easy guidance to locate correct parts.
Easy guidance to locate correct parts.
Ordered and delivered next day
Great
June 27, 2025
Reply from DG Supplyline Ltd
Hi Peter, Thanks for taking the time to leave a review!
Exactly as described
The item was a genuine replacement and fitted straight on easily .
The ones it replaced were scratched and tatty, now the doors look like new again,very happy with the handles thank you
June 4, 2025
Unprompted review
Reply from DG Supplyline Ltd
Thanks for sharing your experience! Glad to hear that you're pleased with your handle.
Returned an item as specified i.e
Returned an item as specified i.e. tracked service over a month ago. The item has been received however they are not refunding me as they can't find the parcel which has been tracked by royal mail and shown as received.
Post edit after response: we have a right to return, not all measurements were specified and the use of the manufacturer code was used on the site which was incorrect. You have received the delivery, you have just misplaced it. Finally you have ignored emails and also tried to add a restocking fee of 15%, when disputed it was removed as this is not mentioned on any T&C's or on any part of your website, hopefully any customers you have charged this restocking fee too and see this email contact you, or future customers are aware it's a way for you to make extra money without being a 'policy'
June 20, 2025
Unprompted review
Reply from DG Supplyline Ltd
Dear PS,
We're sorry to hear you're dissatisfied with your recent purchase and felt the need to leave a 1-star review. We want to address the points you've raised and clarify our position.
Regarding the door handle, we understand your frustration if the part didn't fit. However, all the dimensions and specifications for our products, including the handle you ordered, are clearly displayed on the respective product pages on our website. We strive to provide comprehensive information to help our customers make informed choices, and it is ultimately the customer's responsibility to ensure they are ordering the correct size and specifications for their needs.
You mentioned returning the item, and we did indeed provide you with a returns number. While the Royal Mail tracking shows the item as "delivered," we have not physically received the parcel at our premises. As you've noted, the Proof of Delivery (POD) image on the Royal Mail website is not valid.
As per our terms and conditions, the responsibility for the safe return of an item, including its delivery to us, lies with the customer. If a parcel is marked as delivered but hasn't been received, the sender (in this case, you) is responsible for raising an investigation with Royal Mail to locate the missing item. We are unable to issue a refund until the item is returned to us.
We are also aware that you have raised a dispute with your bank. We have provided them with all the relevant evidence to support our position that the handle was supplied as described and was not faulty or damaged upon dispatch. We have been informed that a decision regarding this dispute will be made by the 3rd August, 2025.
We await the bank's decision and the return of the item before we can process any refund. We encourage you to contact Royal Mail directly to investigate the status of your returned parcel.
Sincerely,
The DGS Team
Difficult company-severe delays and poor customer service
I ordered a door handle and they informed me later that the product is 'out of stock'. This may take 4 weeks to get this and I needed this to be fitted as soon as possible.
I requested a refund and had no returns for weeks. I chased up several times, phone calls and emails and had no responses. They always said they are short staffed and no one in to do returns. More importantly they were very rude on the phone and took no responsibility. Several emails, and unhelpful phone calls trying to chase the payment for ages. I was stuck with poor customer service and support. Why do they take upfront payment and not return it for 3 weeks, when it is your fault , surely as you advertise products that are not in your stock..These are far below the trading standards expected--dont be scammed and jam your money with this company,,only to be released weeks later if you continuously chase for it....!
May 28, 2025
Unprompted review
Reply from DG Supplyline Ltd
Thank you for taking the time to leave a review. We are sorry to hear that you were disappointed with your experience.
We take allegations of staff rudeness very seriously, so we have looked into the details of your call. Having reviewed the situation internally, we are confident that our team member acted professionally and politely throughout the conversation. We do, however, regret that the interaction left you feeling this way.
Regarding your refund, we can confirm your order was placed on the 28th May 2025. The refund was processed by our accounts team during the week commencing 9th June 2025. As was explained, it can take a few business days for the funds to be cleared by the banks and appear in your account. We trust the refund has now reached you.
We pride ourselves on our customer service and the quality of our parts, and we are sorry that on this occasion, we did not meet your expectations.
Kind regards,
The DGS Team
Twice ordered, twice overly impressed with service
Ordered twice from them, and both times they processed the online order the same day, and both times delivered very next day.
Good to see a UK company with a refreshingly good customer service!
February 19, 2025
Unprompted review
Reply from DG Supplyline Ltd
Thanks Alan
Terrible company
Terrible company. Says in stock but wasn't and waited 6 weeks for the order. Made email enquiry and never responded about other products. Avoid
November 22, 2024
Unprompted review
Reply from DG Supplyline Ltd
Thank you for taking the time to leave a review. The website includes a variety of hard-to-source products, from multiple suppliers with different lead times. We make it a priority to inform customers of expected lead times when the item is out of stock.
Our records show that we didn't ignore you. We sent you multiple emails, clearly explaining how we had a lot of difficulties getting the parts from Sweden. We offered to cancel and refund your order back in September, but you declined the offer and preferred to wait for the order to arrive. During that time the item was discontinued by the manufacturer. We apologise for this.
We can assure you that we strive to reach a high standard for all of our customers. Sometimes stock supply levels for unusual parts can change very quickly with some of our European suppliers. We are sorry that you did not have a good experience using our company.
Good products and speedy delivery…
Good products and speedy delivery times, there was a mix up initially but the customer service was excellent and the mistake corrected and delivered the next day, I will definitely use them again, highly recommended
September 18, 2024
Unprompted review
Reply from DG Supplyline Ltd
Thanks for your review!
Do Not Use
Easy to see why this company have a Poor Rating. Shocking experience!
- Sent parcel to wrong address.
- Called and told them, advised it would be circa a week to get it collected and sent to the correct address.
- Asked id they could send another and they refused. We offered to pay for the other to be sent to the correct address and then get a refund when the one delivered to the incorrect address was collected by them and returned.
- Eventually agreed to get Parcel Force to collet from wrong address and taken straight to correct address. No collection as promised. Called again and spoke to Gracie who said the person that dealt with Parcel Force was out of the office and couldn't advise if collection had been arranged. Gracie was aggressive and 'not my problem, you will have to wait'.
- Parcel Force attended and did not collect the parcel, but left a label. So we applied to the parcel and dropped off at the Post Office.
- Gracie called today, being very aggressive and wanted to know why the collection had failed. Was explained to her that Parcel Force did not collect, but left a label which we applied and dropped off at the Post Office. Explained this three times, and in the end gave up - parcel is on the way to the correct address.
Grace was rude, aggressive, non apologetic at any stage and in reality absolutely clueless.
September 10, 2024
Unprompted review
Reply from DG Supplyline Ltd
Dear Simon,
Please accept our sincerest apologies for the significant delay in responding to your review. We are genuinely trying our best to respond to reviews much quicker these days. We understand that this extended wait has only added to the frustration you experienced, and for that, we are truly sorry. We pride ourselves on prompt customer service, and in this instance, we fell short.
We've been working hard behind the scenes to speed up our response times and make sure every customer gets the help they deserve. Your feedback shows us exactly where we need to get better.
Regarding your order, we sincerely apologise once more for mixing up the parcel. That was entirely our mistake. More care and attention should have been made, and you should have been made to feel like a valued customer.
Yours sincerely,
The DG Supplyline Team
Shocking service
Shocking service. I emailed they couldn't find it asked me to resend which I did time and time and time again still no reply. USE HANDLES AND HINGES instead they replied minutes after and helped with my query. Thank Handles and Hinges
September 11, 2024
Unprompted review
Reply from DG Supplyline Ltd
Dear Karen,
Thank you for your feedback. We sincerely apologise for your frustrating 1-star experience.
We've thoroughly checked our records but found no email enquiry from you. We suspect an issue with your emails reaching us, as our website's contact form is the most reliable method. We also apologise for the delay in responding to this review; we've implemented a new policy for more timely Trustpilot responses.
Thank you for your understanding.
Sincerely,
The DGS Team
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