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
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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
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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
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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
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Replied to 100% of negative reviews
Typically replies within 1 week
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Reply from DG Supplyline Ltd
Hi Chris, Thanks for your review!
Reply from DG Supplyline Ltd
Hi Clive, Thanks for your feedback and positive review!
Terrible experience.
Terrible experience.
Initial customer service was poor basically saying they weren't interested in dealing with order over the phone as "so many products"...left to just go online and work it all out. Girl was bordering on being rude.
Subsequently ordered online only to then be sent an email 2 days later (despite promise of next day delivery) saying majority of order was actually out of stock even though it was showing as in stock online.
Phoned up and asked to cancel the out of stock items and was informed a refund would take up to 28 days! Only bit of this that was an improvement was that the refund arrived in 5 (still very slow).
Will never use again and would advise anyone else to avoid.
July 11, 2025
Reply from DG Supplyline Ltd
Dear John,
We are very sorry to hear about your terrible experience. We sincerely apologise for the poor customer service you received, the incorrect stock information online, and the delay in your refund. This is certainly not the standard of service we aim to provide.
We are taking your feedback seriously and will be investigating these issues further with our team. We understand your frustration and appreciate you bringing this to our attention.
Sincerely,
The DGS Team
Extremely unprofessional!!
Ordered a door handle but was sent an email shortly after saying it was out of stock with a 7 day lead time. I asked them to cancel my order and send a refund as i needed the handle faster. Purchased from another company (considerably cheaper too)
Followed up with another email the next day to confirm the cancellation and ask for a refund as I didn't receive a reply. The following day the door handle is delivered. I called up and explained and after me having to prove with screenshots they agreed to cancel the order. They wanted me to post the item back but in the end agreed to arrange a collection for the following Monday between 9-5. I waited in all day and no one arrived. On the Tuesday they sent me an email replying to my original email about the cancellation with a photo of the handle being delivered and letting me know it had been dispatched and delivered. I replied and told them i knew that and so should they and also the handle was not collected. They then said it was now going to be Wednesday. It was collected on the Wednesday and then i had to ring up 10 days later as i hadn’t received a refund (was told refunds take 28 days yet in reply to another complaint on here they said it takes 3 days)
After almost a month i received an email yesterday regarding my refund and they only sent me a partial refund. So I need to call back today to request the rest. Ridiculously unprofessional company and i would avoid using at all costs
July 16, 2025
Unprompted review
Reply from DG Supplyline Ltd
Dear Matthew,
Thank you for taking the time to leave your feedback. We are truly sorry to hear that your recent experience with us did not meet your expectations, and we sincerely regret any frustration or inconvenience this may have caused.
We understand that there was an initial error with your order, and we want to reiterate our apology for this mistake. As soon as we became aware, we acted immediately to rectify it.
When you requested to cancel the order, it had already been dispatched. We therefore promptly arranged for the collection of the item to ensure a smooth return process for you. We also processed a refund for the order yesterday. Following our phone conversation this morning, we understood your concern regarding the delivery charge and immediately processed a full refund for the postage as well.
We pride ourselves on our professionalism and commitment to customer satisfaction, and it's clear we fell short on this occasion. We appreciate you bringing this to our attention, as it helps us to learn and improve our services.
We hope that despite this issue, you might consider us again in the future.
Sincerely,
The DG Supplyline Team
Quick Delivery! Good product
The part was sent quickly and seems to be of good quality. Was impressed at how easy it was to buy (lots of websites can make it a real pain in the back side).
July 8, 2025
Reply from DG Supplyline Ltd
Thanks for your review! It's good to hear that the website is easy to use. We hope to deal with you again soon.
The DGS Team
Easy to order good guidance and speedy…
Easy to order good guidance and speedy delivery
July 11, 2025
Reply from DG Supplyline Ltd
That's good to know! Thanks for your review, Darren.
The products on site are good quality…
The products on site are good quality even if a little bit pricey, delivery is fast. But the customer service and returns process makes you regret buying from them.
April 24, 2025
Reply from DG Supplyline Ltd
We are sorry that you have not had a satisfactory experience using DG Supplyline. If you contact sales on 01702 351911 we can investigate further and hopefully, make things right.
Nothing positive to say.
Items still have not arrived and no answer when i chased for an update ?
Unusual as they are usually on the ball.
June 23, 2025
Reply from DG Supplyline Ltd
We are sorry that your items have not arrived yet. If you contact our sales team on 01702 351911 we can look into this for you.
Great communication on progression of…
Great communication on progression of order right through to delivery
July 9, 2025
Reply from DG Supplyline Ltd
Hi Allan, good to hear how pleased you are with DG Supplyline and the team.
Postage was very expensive for the…
Postage was very expensive for the small items brought
July 8, 2025
Reply from DG Supplyline Ltd
Thank you for taking the time to leave us a review. We appreciate all feedback as it helps us to improve.
We understand your comments regarding our delivery charges. To clarify, we use a single flat rate of £6.49 for all order values up to £100. For orders over £100, standard delivery is free of charge.
We specifically choose to use Parcelforce's 48-hour tracked service for all our deliveries. While we know there are cheaper, untracked options available, we've found in the past that these methods led to a significant increase in items not reaching our customers. Our priority is to ensure your order arrives safely and reliably, which is why we invest in a trusted, tracked service. We also have a dedicated in-house team that carefully packages and dispatches all stock items as quickly as possible.
We hope this explanation provides some clarity on our shipping policy. We're always here to help if you have any further questions.
The DG Supplyline Team
Replacement window keys.
Very pleased with my purchase. It arrived quickly and well packaged. I was kept informed of when dispatched and of tracking status. Items are good quality. Happy to recommend. Thanks.
July 8, 2025
Reply from DG Supplyline Ltd
Hi Sarah, thank you so much for the positive feedback so pleased to hear you were happy with our service and the quality of our spares
Reply from DG Supplyline Ltd
Thank you Phil for the positive feedback
Easy to order and fair prices.
Easy to order and fair prices.
Communication was good and delivery was fast.
July 8, 2025
Reply from DG Supplyline Ltd
Dear Peter, thank you for the positive feedback. We aim to please.
Reply from DG Supplyline Ltd
Thank you for the 5-star review. We appreciate all positive feedback
Very fast delivery for an item I…
Very fast delivery for an item I couldn't find anywhere else!
July 8, 2025
Reply from DG Supplyline Ltd
So, pleased we were able to assist you on your quest to find the item you were looking for. We aim to please.
Royal Mail delivery problem
Royal Mail delivery problem. They tried two days running to deliver to a business park after 8pm when the site is shut. Third attempt/day they deliver to an unoccupied premises to which I have no access!
July 7, 2025
Reply from DG Supplyline Ltd
Hi Jim,
Thank you for your feedback. We apologise for the inconvenience caused by the delivery issues. We understand how frustrating this must have been for you. We will investigate the matter with Royal Mail to ensure this does not happen again.
Your satisfaction is important to us, and we appreciate your patience. Please get in touch if you have retrieved the item and we will endeavour to put this right
Best regards,
The DG Supplyline Team
Easy to use
Easy to use, backed up with a great service and kept informed all at a reasonable price.
Thanks.
July 8, 2025
Reply from DG Supplyline Ltd
Wow, thank your amazing review. We are grateful to our customers and look forward to continuing to meet your needs should you need us in the future.
Its was easy to order,the correct item…
Its was easy to order,the correct item delivered within a few days
July 8, 2025
Reply from DG Supplyline Ltd
We are delighted you enjoyed our service; our customers' satisfaction is our top priority.
Reply from DG Supplyline Ltd
Hi Billy, thank you so much for your kind words. we are thrilled you had a great experience cant wait to serve you again
Reply from DG Supplyline Ltd
Daniel, thank you for the 5* we appreciate our comments
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