I have only just realised you have chosen to leave me a rather scathing review! I find your review has been left with considerable negative vigour and perhaps you left your review at a time you might have felt frustrated. I am very glad I have the opportunity to respond to your review in a more reflective manner.
You appear to have accused me of several misdemeanours which I find unjust! before taking everything into consideration & to briefly summarise, from my perspective, I believe you have been unjust with leaving me this review. I would like to highlight these immediately. From my perspective, I evaluate your review to follow in short:-
• Defamatory
• Spontaneous
• Brash
• Unacceptable
I have and will continue to dispute your review due to the points I have raised above.
To go into more detail: -
I did indeed visit you for a site review & I quoted you for your fencing and gates. I also provided you with my diagrams and pictures of previous installations to help.
I do this with my best intentions to heart & I can assure you, my intentions are not fraudulent! This is what I find most insulting. I find being accused of fraud insulting because I know within myself that my intentions are sincere and your accusations of me are completely ungrounded.
I agree that your installation was delayed! This was due to several factors including: Staffing, (finding the right people to help install my fencing to the required standard), dealing with exceptionally dry ground conditions, (its been a dry summer – no one can disagree with that). & my conduct of the way I view my installations are a carried out. My installations are carried out to point. Admittedly, This sometimes results in delays due to: extra time to & having been delayed origionally drive uprights into the ground and dig holes to position end/corner/gate posts & overcome technical aspects with preceding installations that had been overlooked on my part. So: Yes I was delayed and I admit that.
With regards to my communication lapses: I juggle paperwork, onsite tooling, staffing & family life all in one bag! I cannot be on the phone/emails all the time. This is why you might have felt that I was being evasive. However, being factual, since you placed your order, I sent you 12 emails, 21 text messages & we exchanged numerous phone calls. I’m not sure where your accusations towards me are coming from with regards to my evasiveness.
You mentioned in your review that you had not received a refund. Although we were days away from installing for you, you chose to give me a deadline. I could not commit to this. Please can you take on board the following terms in my quote:-
'• On placement of order, an estimation for the commencement of the installation will be provided for within a 10-day time frame. Installation dates can be bought forward or pushed back depending on weather conditions and progress with proceeding installations. On these occasions, Customers will be notified of any changes to their booking with as much notice as possible. We had, in fact, fabricated the majority of your steelwork – this is why it took a little while to provide you with a full refund. Your refund was processed and paid back to you in full to the amount of £2,699.60 on: 04.08.2025. This is further proof with which I can confidently support myself with the fact that I am not operating a fraudulent enterprise!
So, I reject your claims and I thank goodness I have understanding customers who are willing to accept that sometimes, delays happen and my products are worth waiting for.
I would also like to enforce my point of being unfraudulent: Any current or future customers are welcome to communicate with me on a video-based platform, such as WhatsApp or visit me on site so they can see I am carrying out installations etc and I can directly introduce them to previous happy customers.
Thanks very much,
Frank Osborne
Steel Creations.
