Anglian Windows Complaint

dllive

Hi.
I paid Anglian Windows a deposit 3 months ago for some double glazing. I've phoned them 4 times asking when theyre going to install the windows and noone has got back to me (despite their promises that someone will phone me back). Its been 5 weeks now since my first phone call and Im getting very concerned Ive lost my deposit! Is there an ombudsmen or someone I can complain to? Im not getting any joy with Anglian Windows and just want my deposit back.

bsmithers

Have you tried emailing their customer services? The email address is customer.services@angliangroup.com. Im sure they will be more than happy to help you with your issue.

I hope this helps!

dllive

Thanks. Yes, Ive tried that. They phone back but then say they'll get the installers to phone and they never do. When I phone the installers direct to confirm a date they say they'll get back to me.

I knew they didnt have a good reputation before I decided to go with them (I did my research first), but decided that all big companies have lots of people saying bad things about them. I didnt think they were going to take my deposit and not deliver the goods! I just want my money back so I can use a local firm.

Taadaa

Maybe try looking up trading standards and threaten them with that if they don't give you your deposit back within a timeframe you would be happy with. Then you can report them if they don't deliver and you have given them a reasonable chance. Also e mail it to them in writing. Thanks for the heads up though as we need to replace one of our windows - won't use them!

bsmithers

dllive wrote: »

Thanks. Yes, Ive tried that. They phone back but then say they'll get the installers to phone and they never do. When I phone the installers direct to confirm a date they say they'll get back to me.

I knew they didnt have a good reputation before I decided to go with them (I did my research first), but decided that all big companies have lots of people saying bad things about them. I didnt think they were going to take my deposit and not deliver the goods! I just want my money back so I can use a local firm.

Try ringing 0800 988 9398 which is their customer services . I had an issue with them before, but you will have to ask for the customer services manager! Once I spoke to her, everything was sorted within a couple of days. plus she was really understanding of the situation I was in.

Its worth a shot but if they struggle to help, then ask to speak to the CEO of customer services. I've heard that one works

Hope it goes well.

dllive

Thanks guys. Ive tried phoning customer services too. At one point I did speak to the local area manager who was very sympathetic and said he would look into it..... I'm still waiting to hear!

Taadaa: My father was also wanting some double glazing for his conservatory. He was going to wait and see what Anglian were like with my place. Needless to say he wont be using them either! I must admit, I went to a local installer last week and their quotes were about 3 quarters what Anglian are charging (and I knocked Anglian down by 50% from their original quote!). I thought that if I went with a big national company then they would be somehow regulated or have tighter procedures. Obviously not!

docmatt

When they do get round to fitting it, it will be worth it. The product is excellent.

The thing with Anglian is they are just too busy (£3 million turnover a week).

You won't have lost your deposit. I was installation manager for Birmingham in the late 90's.

What worked was when the same customer rang every single day. It's a ball ache but try it. Don't bother with email or the 0800 number.

DVardysShadow

You need to write a letter referring to previous contact and the date of your payment. Give them 21 days to advise a start date and a further 21 days to commence work, after which you will consider the contract rescinded and you require all monies paid so far to be refunded. Keep a copy of your letter. If there is no joy after 6 weeks, write again, referring to your letter and ask for the money back within 14 days as they have not made a reasonable start.

General principle - give them a reasonable opportunity to put things right, then sack them.

izodcrew

Avoid Anglian. A had a very bad experience with them. The supplied and tried to fit the wrong side double glazing. They removed a lintel without my knowledge to try and fit a wrong size window. They offered me compensation of a free door in the future but when I tried to claim this they refused to honour their offer.

27col

dllive wrote: »

Thanks guys. Ive tried phoning customer services too. At one point I did speak to the local area manager who was very sympathetic and said he would look into it..... I'm still waiting to hear!

Taadaa: My father was also wanting some double glazing for his conservatory. He was going to wait and see what Anglian were like with my place. Needless to say he wont be using them either! I must admit, I went to a local installer last week and their quotes were about 3 quarters what Anglian are charging (and I knocked Anglian down by 50% from their original quote!). I thought that if I went with a big national company then they would be somehow regulated or have tighter procedures. Obviously not!

I doubt very much if you did actually knock Anglian down from their original quote. The big companies quote a ridiculously high price in the first instance, knowing that they will bring the price down at the first bit of observed price resistance shown by the prospective customer.
As you subsequently found out, the so called discounted price is still not very reasonable.