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New Wave are now saying we are not a customer of theirs, even though I have proof of payment and many email chains to prove to opposite.I would of course be happy to change this rating should New Wave recognise me as a customer and actually repair the doors under the guarantee I was sold. They were installed before New Wave Store began the manufacturing of New Wave Doors. Awful. poor service, shocking product quality and they have never even provided enough glass for the doors i have so I have plyfold doors!! I could not fault this company. Don't believe the few reviewers who recommend this 'company'. How many stars would you give New Wave? Since mid-August I have been writing to the New Wave Customer Services about refunding the call-out charge but so far they have been ignoring my e-mails. The fact that we have been misinformed throughout the process and then only a reactive response to my review leaves us utterly disappointed in the company and product that had us sold at the show, to the point we were recommending it to others.I invite new wave doors/store to come and prove that it is not the product that is at fault as at this time I only have my fitters view point that it is the product and not the fitting.My only end goal has been to have a working and complete product and as far as I’m aware I have paid no less than the original quote for the doors and the price I paid should not have any reflection on the product I receive. We had doors fitted in the Summer of 2017. The doors look great and we look forward to many years of use from them. However, I was about to buy another when searching for New Wave Amsterdam and found a page saying they bought it from AliExpress, to stop myself from buying another at a ridiculous price, I used the photo search function on AliExpress and discovered a seller (GONTHWID) from which I believe they buy everything from. It is not my fault that customer service was suspended for a week because the person in charge was away. Just order off AliExpress yourself, it would be quick and you wouldn’t have to deal with Mason. She told me that she had been away for a week and when she returned on 23rd Mar sent the refund request to accounts. I have not yet received tracking information or any valid documentation that my order from mid March has even been shipped. Highly recommend this company. The quality is excellent and I’m really satisfied with it. Door lock is a little stiff but has been noted and appears to be improving. I bought a hoodie from them, it took a while to arrive but I was very happy with the hoodie and really liked it. Really recommend you to use this platform of clothes! They are slightly better organised but still fail to recognise that good customer service does a lot to inspire confidence and promote the reputation of an ethical company. After all you often shop around, I wouldn’t expect to buy a car at a discounted price and then not receive a windscreen or a steering wheel? Do not buy anything from this company! Your IP: 201.87.228.9 So unhelpful, emailed and dmed them as I had concerns about the fact my purchase was taking over a month to even ship, they ignored everything. Terrible company to do business with. First time because they allegedly didn't read my measurements properly on their form. What a breathe of fresh air.Zowie was amazing, patient and helped us every step of the way.She really understood what we needed and knew her product inside out...not just a sales person!! Would definitely recommend the doors look great and are so easy to use. Thank you guys! Don't fall into the trap! The fitters were polite , tidy and very quick. Another way to prevent getting this page in the future is to use Privacy Pass. The company are in polar opposite sides of the country to us, but that made no difference; the email communications, answering queries/questions, when to pay (it is process staged payments), flexibility of installations date (well everything really) was timely and clear to understand. I also got a follow-up call to make sure everything was OK. They sent an engineer (it was mid-August) who explained what the problem was, did something very quick to the door, and said it should not repeat (he spent just a few minutes in our house). The sales and after-sales are responsive (we had a minor problem after installation but despite the distance from the main factory they efficiently sent someone out to sort things out). They deleted comments asking them to check their emails and messages, which pretty much shows how fake they actually are. Fitters were polite and cleaned up their mess. You may need to download version 2.0 now from the Chrome Web Store. They were never fit correctly and we had a service engineer out to visit. I was told that because of Lockdown they were unable to process my refund. Check if a website is scam/fraud or legit, check if an e-shop is safe or fraud, determine if an on-line shop is fake or safe, check if a website/e-shop is trustworthy, detect fraudulent on-line shop sites. There was a little problem with my shipment and when I contacted new wave customercare they responded immediately within 12 hours. Good luck with that!!! It was obvious that it was a warranty job but I still had to pay £199+vat upfront before they will send someone to repair it. Your experience matters. I was at work but my wife was in and praised the guys that came to sort out the issue, saying they were very friendly and professional and fitted new door runners and left things tidy and working fine. As we have previously informed you, your doors were not manufactured or installed by New Wave Store Ltd or New Wave Doors Ltd. Your personal data will be used to support your experience throughout this website, to manage access to your account, and for other purposes described in our privacy policy. Also, Mason, who I had contact with was very kind. I won't go into detail...I can write a book about it. Now, three years later they have broken and are a danger to my children. As we have politely advised you on numerous occasions, you are not our customer. Terrible, i haven't recieved the 4 t-shirts i ordered in over 2 months, there is no valid tracking number. Cloudflare Ray ID: 5f132fabe833f754 Fantastic company that met all our requirements. You did initially enquire with us but decided to buy your doors at a cheaper price from DWD who are not a registered New Wave Installer and have never installed a New Wave Door before. No point spending thousands on marketing when it costs a lot more to repair what poor customer service has destroyed. the doors were delivered very much later that day and I sadly was not here as 5 doors got delivered but only four pieces of glass which if I had been here I would have refused the delivery and sent them back there and then.subsequently the build quality is just appalling locking pins that are so small you can jimmy the doors open! I have asked if they will assist as they have only offered to help the fitter should we pay more money for a site visit. Beautiful sweaters and very helpful customer service. © 2020 Trustpilot, Inc. All rights reserved. Near £300 in fact, maybe they could come with my fifth piece of glass which I still don't have some 5 months later and I have been offered no help in anyway by them although we have, as requested sent video and photo evidence of the issues.I am now having to go through this legally and jointly with the fitter for a refund and it looks like I will have to have a normal set of RELIABLE QUALITY BIFOLDSDo not buy from them go elsewhere.Following this review my fitter was contacted by New Wave doors and New Wave Store and through my fitter I was asked to remove the review in which instance they would send a company representative to review the product and assist the fitter and deliver the missing glass.Following this I tried to contact them myself and was again asked to remove the review as it was deemed defamatory and they would be perusing me regarding this as a legal matter.This review is factual and nothing more I have all email correspondence with New Wave Doors/Store and the response below is only a portion of an email to me today again asking for the removal of this review by 1600 hours then they will consider helping.My assumption would be that if any manufacturer had confidence in their product then you would want in the first instance to prove it is not your product that is at fault but the course of action here suggests otherwise and please read reviews on such sites as money saving expert as it has much the same story as mine, threats of legal action before assistance!The mark of a company is how they deal with the issues that come up. The doors have now been in place for about a year. Next day the door was stuck again but this time we could open it since we knew what the problem was. locks that don't locate, doors that fall out of the tracks when you try to use them, doors that fly back and forth in the wind, doors that just do not work, cheap handles that are different in colour to the frames.Following only a part fitting as they cannot be fitted properly I have contacted new wave on a number of occasions over the past 5 month as the manufacturer of the doors. If this had been nipped in the bud when we first had issues and the glass delivered promptly following it being broken, something we were not informed of before delivery onsite, then this may have never been necessary. No one is helping me. Nowhere does it say that they come from China, they are delayed for more than a month and they are expensive, while you find the other half the same prices! Never got my order. Amazing doors and wonderful service. The thanks we get for trying to help, is for you to post deliberately misleading and inaccurate comments with the clear intention of causing harm to our business. Monday comes and I think we can all guess what happened. All the staff there were most helpful and professional and it was a quick transition from design to installation and we are very pleased with the product. They withdraw your acount immediatly, so be aware!Customer service consist of someone named Mason that will give you no or bla bla bla-info. © 2020 Trustpilot, Inc. All rights reserved. I cancelled my order in March 2020 having paid a deposit.I was aware of terms and conditions but could not proceed with the order due to a design change on my self build project.I spoke with a senior officer of the companywho was really nice and sympathetic to my situation and very readily agreed to refund my deposit.On 17/3/20 the same personemailed me to say a cheque was being drawn and she asked for confirmation of my address for it to be sent to.On 17/3/20 Accounts Dept emailed me to confirm a cheque had been prepared payable to a window installation company.I replied to say I had never heard of this company.Accounts replied and apologised for the error .I chased my refund on 25/3/20,24/4/20,7/7/20,25/7/20 and 18/8/20.The senior person I first spoke to replied on 24/4/20 advising lock down was the issue and again on 27/5/20 to advise that a full return to work was happening on 1/6/20 and accounts would be in touch.This is the last I have heard and my subsequent chasers have been ignored.Irrespective of terms and conditions a refund was agreed by a senior member of staff and at one point a cheque was actually prepared albeit incorrectly(maybe).I leave prospective customers to read into this what they will.

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