Yale Door 

I would definitely recommend the services of Yale to anybody looking to replace their front door. They were efficient and courteous and the quality of the front door they have fitted for us is excellent, we are extremely pleased with it. The whole ordering process was quick and simple and everything was confirmed over the phone and by email.
Jackie Forsyth

We paid over £1600 up front for our door on 27th April. Door was fitted today, 5th July. This company is master of 'pass the buck' - every time we rang to chase the progress of our door there was an excuse. Production problems, manufacturers etc etc. Very rarely did they call us back. Don't be fooled by their Web site, where it states "in the majority of cases doors will be installed within 30 days". Ours took 68 DAYS. Their customer service is non existent, if there were an Oscar for treating customers badly they would walk it. We need a new back door as well - would we go to this company? Hell NO. We have to say our fitter (an independent contractor) was excellent.

Great service fitted professionally and quickly would highly recommend

Great experience from choosing the door online right through to the fitting service. No snags, no issues and the door looks terrific. Would definitely recommend Yale doors to anyone.

My new Yale door looks amazing!

The chap who came to install my door was brilliant! Even though there were a few hiccups in the procedure (completely not him) he solved the issues perfectly and I couldn't have asked for a better service or installation!

He finished it off really well with no mess!

We were told there would be a 6 week lead time for the door, we waited 12. Installation was awful, the door didn't shut properly and we were advised that the internal surround could not be finished as there would be "too much plastic" so we should get a plasterer in at our expense.

After much complaining, the fitters came back to correct the door not shutting properly and now it is loose within it's frame. Still no resolution to the bare brick work and damage to our internal walls / step currently present.

I have made 17 calls so far to Yale for one reason or another...

£1,600 per the door / service is not even close to being value for money.

Avoid.

This is the edited email I had to send:
'
Dear team at Yale,

I am now sending this in writing.
I am disgusted with the service and the lack of communication your company has demonstrated with this simple order.
I placed an order with your company in good faith trusting that your company was reputable.
When I first tried to place the order - I called the 0800 number and was kept on hold for over 1 hour and 20 minutes (during office hours) and still couldn't get through- I have the mobile phone bill to confirm this!!
The team who did eventually get back were pleasant enough and I stressed at the time of placing the order that I will require the door within the stipulated time period which was completely agreed by your team at the time.

Having placed the order I heard nothing further except a conformational email and I had to personally chase the matter up when I had not heard anything only to find that the door order had not even been processed properly or there was some fault with the manufacturer. I get lost in the exact details.
Nonetheless apparently the team were trying to get hold of the 'md' and despite then saying they have sent numerous emails to their manager, I have not heard a single thing!
Earlier today - I had to phone no less than three times during the day only to be promised that I would get a cal back before 5pm - 'I was on the call back list' .
Suffice to say I did not get a phone call
It is now 1am the next day and I am fuming mad at this very poor service. I simply cannot be expected to spend this amount of time for a simple door order.
Having this delay and lack of communication, and to this date, still not one bit of communication to me to tell me when my door will be ready is simply appalling.
I have had to cancel plans of going away as I am having the house renovated and have no secure door.

Please can you escalate this to someone senior in your department and please get back to me in writing.
This simply is not acceptable in today's practice.
I have every mind of taking this as far as possible as I am deeply unhappy with this service.

We ordered our door beginning of May and were falsely promised by the sales rep that it would be fitted by the end of May (following a recently shocking experience with a different retailer, we decided to record the call). Fast forward to today, 30th May, we are awaiting a full refund (including £90 deposit - again, recorded the call) because no one (?!!) at Yale seems to know where our door is or what the status of our order is. We have chased repeatedly and repeatedly been assured their 'managing director' would look into this and contact us (yeah RIGHT). My credit card company will be informed accordingly if this company turns out not to be legitimate, which right now is our biggest fear, having parted with the full amount and no door to show for it. So terribly disappointed as we were very excited to receive our new door. I cannot recommend Yale door I'm afraid.

Once again a problem with my door locking. Door has dropped so much since installation there's no more room to adjust. I have called 5 times in 3 week to get someone to attend. Finally I got a call back to be told chap is now going on holiday. It will be 6wks from the start of my calls to when someone attends. If I get broken into guess who I will blame. So wish I went with another company now, especially as the chap that installed the door originally was not very approachable and the door was sticking from the start.
Thought paying more would get a better service. Guess not..

As with another recent review, I've been waiting for over a month and not once were Yale proactive in updating me after the order and payment were taken.

The Yale website says its 12-14 days for DIY doors. After ordering they tell you they will call you after 14 working days. So you think a couple of weeks but they really mean 3 weeks. Deliberately misleading?

I received no call so after 17 working days I called them. Someone in the background obviously knew of my order when they overheard my name but nonetheless they could tell me nothing about progress. Apparently they can only email their manufacturing department (its actually another company they buy doors from as I found out later) and can't call them for updates. Pretty poor if that's really the case. Anyway they said they'd call me back. They didn't. At the end of the next day I called them at 5.25pm. Their voicemail was on saying they were closed as I'd called outside their normal hours which according to the phone message are until 6pm. Their voicemail system on some of the options was full (obviously been left a lot of messages, I can't imagine why...). I left a message asking them to call me. They didn't. So I called them again. They didn't know what was happening with my order so needed to call me back the next day. Now they've actually called back, which is novel. They sounded thoroughly depressed when telling me it'll be with them some time next week and then they need to arrange to send it to me after that. My guess is they have been telling a lot of people this bad news which would be depressing for anyone, unless they employ unhappy people to call customers.

So basically in another 2 weeks (if I believe them) they actually deliver when they are suggesting.

That means 12-14 days = 6 weeks in the world of Yale Door. At least.

They did say 'sorry we're really busy' though... I'm not sure if that was for a complete lack of communication or not supplying anywhere near the indicated lead times.

A shame I've not been able to find the same spec of door from other people as I would've gone elsewhere by now.

The sad thing is its actually pretty easy to tell people your real lead times, make sure your voicemail says the right thing, messages are listened to, and to talk to your customers when you say you will.

UPDATE: so after not getting a call at the end of 'it'll be 2 weeks', I called them. Guess what? "Sorry it'll be another 2 weeks" was the response. No excuses, no knowledge as to why other than they're busy still. They actually had very little to say.

I then found out who actually makes these doors for Yale and phoned them. They are trade only but said it takes 10-14 days from order. Went back to Yale for an explanation and even got to talk to the MD eventually. He acknowledged they'd not been very good with their service and said I would get it in a week.

That's the first thing they've said that was true - it arrived today. The door was set up for right hand hinges and I ordered left so its useless, but it did arrive today! Another phone call to their thoroughly fed up sounding staff who are becoming less and less professional each time I talk to them despite me remaining entirely calm throughout; they checked the order was correct and then went on about how poor it was of their manufacturer to make the mistake. So Yale sub it out and don't check anything themselves. They offered a refund as it could 'take a while' to get a replacement. I really should accept that but I do actually want the door as I can't find the same design elsewhere. I do frequently get offered refunds so maybe they just don't want customers any more.

They apparently spoke to their MD but didn't come back with any suggestions after that conversation. I suggested that they call their manufacturer and get them to prioritise it due to their error. That seemed like a new idea to them (not obvious?!?), so I left them to make some calls and get back to me. My mistake again... they had since lunchtime but didn't get round to letting me know anything before going home to put their feet up. Even a courtesy call to say 'we've spoken to the manufacturer and we'll let you know tomorrow' would've been nice, but no that's evidently too difficult. I emailed two of the people I've been dealing with half way through the afternoon, but not even a reply acknowledging that either so far.

Oh and less of an issue in some respects, the aluminium threshold is about twice the height they specify so don't bank on that being as you'd ordered and as with another review on here there's a few, albeit minor, scratches on the door when it arrived.

I notice an increasing number of negative reviews, no recent positive reviews, and Yale seem to have stopped reading and replying to reviews. Seems like something has gone really wrong there lately as historically reviews were good.

I'm advised that the final order for my door went through on 25th April. I needed the door only as I have builders working on my property able to provide measurements and fit.
Yale state typical turnaround (including fitting is about 12-14 days). I've been waiting for a full month and had no correspondence at all. On calling up, staff were able to give me no information apart from tell me my door was 'in production'. I was informed that staff had been advised of hold-ups in the production service, but nobody informed me (or presumably other customers) of that. I was definitely 'not kept informed every step of the way' as their FAQs state.
After a frustrating conversation, the operator advised that she might be able to give me information in a couple of days time (I'd called on Friday, she would try and find something out and speak to me on Monday afternoon).
In my experience it feels as though Yale do everything to get the payment up front (great website, a ready to go team to chase up once you've saved your door on site, easy finance options etc.) then offer a poorer service when it comes to production and delivery.
I considered provider for a long while and decided that I was willing to go for a more expensive door fro a reputable provider because I needed reliability, speed and a good service experience - so I chose Yale. Now my builder has finished the renovation and moved on and I feel as though I should definitely have made a different choice.
I'm still waiting.

We had our front door fitted about 2 months ago. No issues there. All went as expected and I would give 5 star for the service. Unfortunately yesterday we have noticed some difficulties in closing and locking the door, later in the evening we were unable to close the door at all, looks like the door has dropped and doesnt fit the frame anymore. Leaving us with unsecured house. Straight away I have tried to contact the customer service. No luck, the lines were busy for the 40 minutes I was on, I have also tried to leave a message to be informed the voice mail box is full. I thought I try first thing in the morning as it was already late. After about 2 hrs all together we have finally managed to speak to someone who told us that they are having difficulties with their system and might not be able to deal with our request. It this point we have lost it. In the end the person took the details and told us that they will be in contact to arrange am engineer visit. Guess what..... The visit has been arranged for tomorrow between 5-6 pm. When we asked why we have to wait so long as this is really an emergency, we were told they only have one team available and there is nothing they can do. So we are left with another sleapless night and another day stuck in the house. Very dissapointing and frustrating. PS. Your voice mail after hours needs updating. Miss leading customers on the opening hours.

Sale was very easy to complete, everything was explained as the sale moved along, come fitting day the fitter was excellent and hard working and left a superbly fitted door and trim. Which we are very happy with.

Very pleased with the product. But I've only had it for 2 weeks so I'm unable to give a long term review. The finish is good and it feels very secure. I had a much better sales experience from Yale than any of the other companies I contacted; althought slightly more expensive, they were the only company able to meet our requirements. The installation team did a great job - Very quick and they thoroughly cleaned up after themselves.

One of two doors arrived and couldn't be fitted. No sign of second door.

From the design to the purchase, from fitting to follow up the service delivered by Yale was first class. The quality and finish of the door are better than anticipated and the whole process was timely and stress free.
Highly recommended

Excellent job done fitting.
Door is fantastic
Top quality
Great value for money....most companies quoted the same amount I paid for this door but theirs was a standard door...with Yale I had the colour I wanted and the amazing keyless smartlock handle.
Go keyless!!! I feel totally secure
Very pleased!

Friendly and reliable service. I would highly recommend.

Excellent product. Fitters were professional, courtesy and polite. They arrived promptly and cleaned up after themselves. Door is stunning and looks better in real life. Would recommend to a friend or family

I ordered the door online and someone phoned me to go through the order.
They then referred me to the fitters, who phoned me to arrange a date.
They turned up 15 minutes early and worked hard fitting the door, and cleared up after themselves.
The door and keyless entry is perfect....and I cant recommend Yale Doors highly enough.
Air tight, nice finish, smart enough for the neighbours to notice and comment, and very secure.