I used to work for these guys as a sales rep, I did fairly well and my clients were always happy, but everyone else seemed dissatisfied They OWE ME £30,000 IN COMMISION Which I never got... See more
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See what reviewers are saying
Everything went like clockwork. All explained in detail during initial quotation. Once ordered, product was installed promptly and efficiently. Fitters were friendly and hard working. The end result h... See more
Company replied
Gary was a great salesman and advisor as to what options we could have for our very hot and very cold conservatory. Gary ran through all our options. The replacement heatshield panels fitted to the ro... See more
We can’t fault this company from start to finish.The installation for whole front of house including doors was completed in 2 days the team were hard working polite clean and tidy you wouldn’t have kn... See more
Company details
- Double Glazing Installer
- Conservatory Specialist
- Construction Company
- Door Shop
- Glazier
- Home Improvement Store
Written by the company
Established in 1968, Smith’s have continued to build the successful ‘family’ business, expanding operations and servicing clients all over the south east of England. Smiths have an extensive portfolio of Satisfied Customers who come back to Smith’s time and time again for new products or simply recommending friends and family to the unique Smiths Service. We offer a full 10 year guarantee and also an insurance backed Guarantee. Smiths are proud members of FENSA and offer insurance backed guarantees through H-P-I. With 1000’s of satisfied customers over the past 50 years, and all of these guarantees, the Smith’s Family business is a name to be trusted and draw comfort from. When a client buys from Smiths they are safe in the knowledge that we are a company that prides itself on family values, quality, affordability, and sustainability.
Contact info
5 Robert Way, SS11 8DD, Wickford, Essex, United Kingdom
- 0800 318431
- www.smithsltd.co.uk
- www.smithsltd.co.uk
3.0
Average
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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After sales service
2weeks after completion of the work and the final payment made I had not received my receipt for payment. I contacted Smith's and I was told I would receive the confirmation in due course, the accounts department only work one day a week. In my mind this is not good customer service.
March 19, 2022
Reply from Smith Glass LTD
Good Morning
Thank you for leaving a 5 star review, I do apologise that you have not yet been sent your receipt, unfortunately due to COVID we do have a number of staff working from home and on rotation into the office on differing days, due to this we are a little behind with some of our processing admin which is less time critical however we are working on rectifying this situation and you will receive your receipt in due course. I assume other than this minor issue you are happy with the work carried out and the installer, I have noticed that your door was installed ahead of schedule and that you did score us 10/10 in our own customer satisfaction survey.
We hope that you would consider us again for any future projects.
Many Thanks
Ryan
Smith Glass LTD
This would have been 5 if it was just…
This would have been 5 if it was just for the organisational of things but quality of the work was good.
March 18, 2022
thank you for doing a very good job on…
thank you for doing a very good job on my windows i am very please
thank you
chris minchin
March 11, 2022
Slightly disappointed
We recently had our front door with two side panels installed, and it looks fantastic, but I'm giving it a 3 star because the entire process was not as smooth as I hoped it would have been. Firstly, our front door was supposed to be installed in early January but they pushed it back to early March.
Secondly, We wanted composite side panels with our composite door, but they told us that they couldn't do composite side panels, so we had to switch to uPVC with the same price as before, which we were disappointed because if we went with the uPVC side panels, to begin with, we could have saved £400.
Lastly, the sales rep pitched us a Smart lock system called Kubu, and they would install it for us, so I called them up today about the Kubu, and they told me that it's self-provided.
March 9, 2022
Reply from Smith Glass LTD
Good Afternoon
Thank you for taking the time to leave us a review and we appreciate your honesty.
Firstly do let me apologise for the delay you encountered, unfortunately composite doors are subject to longer delays due to their country of origin and getting supplies into the country since Brexit has been a longer process.
With regards to the composite door side panels, it is unfortunate that we were unable to accommodate a composite side panel for you, the way composite doors are manufactured only allows one set size for a side panel and unfortunately the opening you have there was too wide to have one panel but too small to have two. Instead of this we created a UPVC side panel but provided custom made hand crafted lead and bevel design to match in with the door and provide a stunning feature, had this option have been taken at point of sale last year we would have certainly offered a discount for you however due to the continued price rises seen throughout the industry we had no option but to hold our price point (infact we made a loss on this project due to the increases in wholesale cost to us between point of sale and manufacture)
With respect of the KUBU smart mechanism, there may be some confusion with this, the door itself comes equipped to take the KUBU module (there is a blanking plate in the door which you remove to insert the module) however as this is an item that integrates with your smart home appliances such as Alexa we would expect a customer to purchase this module and configure it with their devices themselves for security purposes, we can provide you with technical information if required however this is a very straightforward process and the module has full setup instructions.
I hope that you are satisfied with the product, workmanship and our dealings with you and can again only offer our apologies for the unfortunate delay in installation.
Kind Regards
Nikki B
Smith Glass LTD
Great service
Great service, fitted within our budget, would recommend to family and friends.
March 9, 2022
See yet again smiths glass cannot phone…
See yet again smiths glass cannot phone me. As I said in my statement they never phoned me. Now their even asking me to phone THEM yet again. If they want to know anything PHONE ME.
March 4, 2022
Unprompted review
Excellent service
March 3, 2022
Two lovely doors!
Two lovely doors so now Smith's glass have replaced all my doors and windows. Very pleased with the quality and I would especially thank Scott who fitted the doors for his high standard of work and for being so very pleasant to have around!
March 3, 2022
Poor after sales care
I had my patio doors installed Jan 2020 and I’m still waiting for them to finish the job. There are no vent cover and the handles are the wrong ones. I’ve emailed and called multiple times but get fobbed off asking me to complete a service request. I have completed multiple service request that have so far been ignored. Their after sales care is awful. I still have no vent covers.
March 1, 2022
Hard working guys job well done Thankyou
February 23, 2022
Overall very pleased.
Slight delay on installation date but this was due to a shortage of materials to complete the manufacturing process. Installation team were really good, professional and tidy. Very competitive price and really happy with the new patio doors and windows that were installed a few weeks ago.
February 23, 2022
Reply from Smith Glass LTD
Good Evening
Thank you so much for taking the time to leave us a review, I can see from our file you were recommended to us.
I do again apologise for the delay in getting the fitting booked for you but as you say we did encounter some minor delays in acquiring materials but now the work is complete we are pleased to hear you are still happy.
Many Thanks
Dean
Smith Glass LTD
Sealed unit replacement.
All of my windows were fitted by Smiths about 11 years ago.
I had one sealed unit go, i.e misted up, not a large window.
I was initially quoted about £450 which was reduced to about £400. Still very excessive I thought. The agent told me special tools were need to remove the beading to replace the unit, plus the price included the cost of a surveyor to measure up. This despite Smiths having all the sizes from the first time round.
The actual installation including removal of the old until took no more than 2 minutes and certainly did not involve any special tools.
The service from Smiths was good but I feel ripped off by the price.
February 23, 2022
Reply from Smith Glass LTD
Good Afternoon
Firstly let me say thank you for your honest review and hopefully I may be able to provide you with further information to perhaps ease the way you are feeling regarding this, "ripped off" is certainly not the way we would like to leave our customers feeling.
As you know as a company we have been trading a very long time, in your own review you have confirmed that we ourselves installed the windows for you over 11 years ago and I assume you are satisfied with them or you wouldn't have chosen to come back to us again, however due to the age of the works we would no longer have your measurements on file as all paperwork is destroyed at the end of the guarantee period, this means that we have to send both a surveyor and installer along for you, the glass is also A rated which requires a longer processing and manufacture time and also comes with a new 5 year guarantee, all of these unique points do come at a cost.
The fact that it took our installer mere moments to install is testimony to his skill and experience in the field, the 20+ years of ongoing industry experience and training that he has acquired through our company allows him to be able to get a job installed as quickly as possible to allow you to carry on with your day.
We are also a VAT registered company which means that 20% of the order value goes straight to the tax man so an order for £400 is really only £320 of which then we have to pay our staff (6 different staff members were involved in the fulfilment of your contract, specialists in their own fields), we have to purchase the materials such as the glass, spacer bar, desiccant, argon gas, cleaning materials etc, we have to supply our staff with full PPE to ensure they are carrying out their works as safe as possible and specialist tools to enable them to carry out the works correctly, we have to pay insurance, rates and utilities and an untold amount of other expenses and we do understand that there will be other smaller companies out there able to offer the works at a cheaper price however with ourselves you get the piece of mind of 55+ years of trading and a company who will still be here to service your guarantee should you need to use it.
I understand that my response may appear blunt however that is not the intention and absolutely no offence is intended, I am just trying to provide some clarity as to the true cost of what is involved in what may seem a simple job.
Hopefully my explanation has gone some way in alleviating the feeling of being ripped off and we thank you again for your custom.
Kind Regards
Ryan
Smith Glass LTD
The buying and installation of a new front door.…
The buying and installation of a new front door was excellant from start to finish. The fitter was very knowledgable and completed the installation and cleaned up.
February 22, 2022
Avoid avoid & avoid using this glass company
Avoid using this company. I have cancelled my contract within 2 days of being signed. Still they are holding my deposit money. False date is used on the VOC form (dated 18/01/2021). While the contract was signed 25/01/2022 and then within 2 days on 27/01/2022 I requested a price match which they happily agreed. However, in the evening i send them an cancellation email due to my financial reasons. They refuse to return my deposit money while arguying since i have asked for price match so eventually i lost my statutory rights, which is insane. In their terms and condition, article 17 states that if cancellation requests done within 7 days they will refund in full. Thereby they are violating their own set terms and condition and also get defensive while replying on email. If you notice the reply below from Smiths they are now refusing that they had any agreement with me. I have all the copies of the agreement and VOC documents. I will take them to court if they are not refunding my money shorty.
February 21, 2022
Reply from Smith Glass LTD
Good Morning
We have reached out to you for further information on your identity as we have no outstanding cancellations awaiting refunds, I have noticed that your other reviews for other companies are of a similar nature.
You have stated that there is a false date on the VOC, a VOC is a variation of contract document which is only done if a customer has changed the specification of their order? We would not create a VOC for a cancelled order as there would be need for us to take additional time doing this.
**UPDATE 21/2/22** - Thank you Mr Avijit Das Avi for providing your details which have allowed me to identify you, I have looked into this for you now and can see that you agreed a contract with ourselves, soon after you contacted our company asking for us to conduct a "price match" you did not provide us with any evidence of the quote you wanted us to match and changed the original quote specification, however we agreed as a gesture of good will to take your word for this and would match the price, you agreed to this and instructed us to proceed.
We instructed our surveyor (at our cost) and he has tried to contact you to arrange survey however you are refusing to allow him access to carry out the survey, as explained to you you are in a contract for works to be completed by ourselves and it is our intention to complete the contract as agreed.
Refusing to allow our surveyor access does not cancel your contract, as you know you specifically asked for us to proceed within your cancellation period to meet an asap installation schedule and as such costs have already been incurred, we have informed you that should you wish to cancel the contract we can accept this however there will be costs of which you would be expected to meet however you have refused to deal with this amicably.
We are not being defensive, we are just stating the facts of the case, you placed an order with ourselves, you have tried to cancel said order outside the terms and conditions after costs have already been incurred which as the purchaser you are liable for and you are refusing to allow us to carry out steps which allow us to complete the contract for you.
Please note - We have received no contact from you since 29/01/2022 with regards to this and our emails since have gone unanswered.
This company still trying to renege on 10 Guarantee
This company still trying to renege on 10 year guarantee.
They only fabricate false statements on Trustpilot in an attempt to discredit the customer and avoid their responsibility.
We have now been trying for 2 years to have the issues addressed regarding our Window packing & splits to panels on doors.
We are still awaiting a response to the last e-mail now which has been sent three times to their service department of which we have delivery receipts :-
Sent: 07 February 2022 11:19
To: 'Service Department'
Subject: CONTRACT 2150394W
Good Morning
Re : Contract 2150394W
Further to our Trustpilot review of the 3rd Feb 2022 and your further reply.
At no time has there been any impact to the front door and your comments are totally false and unfounded. If your company had the courteous to have the door inspected it would be plan to see that this is a manufacture fault as both door are showing signs of splitting in panels top and bottom.
With regards to the Window Packing this has been brought to your attention 11 times on e-mails and your Engineer first attended on the 16th March 2020 to address the issue. So once again your comments that this issue has never been reported is again false.
We have been in contact with the GGFI who have explain that as Smith Glass Ltd are still active and trading they are obliged to resolve the issues.
We have also been in contact with FENSA but they inform us that your company no longer subscribes to their organisation.
We await your confirmation of a date that your engineer can attend to resolved the above issues finally.
Regards
February 20, 2022
Good service and installation.
Very pleased with the service and installation. Would recommend this company.
February 18, 2022
Very easy company to deal with very…
Very easy company to deal with very professional the installer came nice and early was very good at his job nice and tidy would recommend this company to anyone very pleased with the workmanship
February 16, 2022
front door
great product good fitters only problem was the delay. Other than that excellent service
February 15, 2022
Very pleased with my 5 new windows
Very pleased with my 5 new windows. Fitters were friendly efficient and cleaned up afterwards.
Would recommend this company
February 12, 2022
Reply from Smith Glass LTD
Thank you for taking the time to leave our company a review.
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