Artilux

I have an Artilux retractable screen door which is 20 years old, it stopped working properly because the hook that secured it had broken. Artilux sent someone to check it out, I was told they may not still have parts, but a new hook was located and they sent someone to install it. They didn't charge me for anything, not the service calls, the… Read more

installation or the new hook. The door is as good as new again and the service was just unbelievably good. In short terrific service and a great door that has lasted so long.

Artilux pleated screen door quality and warranty – We had our pleated screen door installed back in 2017. The installation was far from perfect - it was struck in the middle of the track 3 times shortly after installation. The track was deformed due to repeated removal, and the screen door was (and still is) out of alignment. The company did come and "repaired" the system each time, and we had… Read more

given up having the "perfect" installation but accept the situation as being bad luck. But recently, the pleated screen door system is having problem again - the pleated screen is disintegrating after normal use of 6 years. As I remember the product warranty is 7 years (as it is still stated on the website), we rang up the company and asked for the warranty situation.

What we were told was "the company only offer 2 year warranty on the screen and referred to the warranty information (which updated in 2021, a few years after our installation date).

After a few email exchanges with the company management, they agreed to send their "expert installer" to inspect the problem and the expert installer said at the time on site (after 2 phone calls to your HQ) that:

"He did not know the reason of the breakage as he had not seen it happened before. He also said there was no need to remove the screen to the factory since it is still in working condition; but he would arrange a screen replacement on site".

The above quote is verbatim and not my imagination.

A few days later, the company management replied in an email and stated that: "Our installer visited the site on and determined that the screen's breakage was due to wear and tear, rather than a manufacturing fault. For your reference, I have attached the warranty information. Please review it thoroughly, and let me know if you have any further questions or concerns. Should you wish to have the screens repaired the cost will be $488.00.

I did reply to their last email with further question and concerns BUT not response has been received so far.

My problem with their reply are: 1. We had not received any warranty information regarding the screen apart from the product warranty is 7 years (as stated by their salesman and product manager at the time). 2. The invoice we had (and still have) mentioned nothing about the warranty period. 3. If the warranty condition was updated in 2021, how can that be applied to installation before 2021. 4. Their website stated "7 year product warranty" NOT "limited warranty" even today. I think it is misleading to say the least; as one will assume "product" include the screen - it is a screen door after all! 5. I would believe the “first and initial” comment of the “expert installer” more than the second “censored comment” from the company management.

I notice a lot of happy customers posted on Artilux website, I can only say that it is premature to pass a judgement on the quality of the product and their after sales service upon installation.

I am still considering my option of contacting the consumer right organisation.

Quality – Style and quality of workmanship of the bifold fly screens justify the extra expense. Very impressive result. Professionalism at its best. John Pye

'Highly recommended , Great service, fast and reliable delivery.' – We got Atilux engaged in our home project very early on in the building process and they were so honest and told us that its too early and we should engage them later on in the project to avoid damages to the retractable screens during building process.After 18 maths and contacting them again, they showed up quickly and they knew everything and… Read more

knowledgable and promised a quick service and they delivered on time and the product is so suitable for our windows. We are so grateful that we didn't install them early on during the project as they could have easily got damaged. Great to find honest , reliable company. THANK YOU

Couldn’t be happier – I am so happy with my bifold fly screen. The quality is the best on the market, and it looks stunning. Amazing professionalism and support from day 1. What a pleasure to deal with in all areas. Thank you Artilux! Show details

Outstanding service and product – My screens were installed nearly two years ago but they recently fixed a problem that was due neither to the product nor the installation but to factors in my environment. Can’t recommend them highly enough. Show details

Excellent service from installation to after service – I should have written a review 1.5 years ago when their staff Craig's perfection attitude shown during the installation of a sliding door screen, The installation process went smooth and could be regarded as finished but Craig insisted that their existing hairy tape for blocking the insects from coming inside was not wide enough, and that they… Read more

needed to come back with a wider one after a week or so. He could have done the job as it was and did not bother to come again. Instead Craig did send a man over with a wider tape and the job was finished to my satisfaction. That is a thumb up to Craig.

Today, Craig sent his man Clint over in response to my problem of taking out the fixed window fly screen for cleaning 2 week ago. I can tell Clint is also an expert in fly screen. After checking and had Craig understood the case over the phone, Clint took the screen out from the window and saying that a bit cut short at the wide side in the factory would solve the problem. There he went and to our surprise 2.5 hours later he rang our bell with the fixed fly screen. This time it is a suitable size screen which we have no problem to take out and put back. We are really happy and satisfied. What an excellent and efficient service rendered from Clint and Craig!! I have no doubt to recommend Artilux to anyone as they own excellent staff who serve customers with their HEART.

Poor customer service – Ordered 2 secuity doors through Artilux. Product looked excellent quality. Took so long to get the job done even though I was in no rush for a couple of months. Doors came where one was made back the front. New door arrived exactly the same and to remedy the situation the door had to be flipped. Now the locks on the doors are not the same heights.… Read more

The company said they would rectify and I met the manager onsite to ensure correct measurements. This was 4th August and I have not heard back since. Excellent quality if the company could get their act together!

Customer Services – Ordered and paid 50% deposit on 11/01/2017 and advised that the leadtime is 4-5 weeks. Called yesterday and promised to ring back but not hear from them. Called today and spoken to [name removed]. He advised that Artilux will call back next week to advise the installation. I asked if they can instal not later than the end of February 2017. He was… Read more

reluctant to confirm and insist that I was tried to jump the queue. Tried to explain to [name removed] that as my son will resume to uni by March. I hope to get it fix before as I do not want to take a day off. [name removed] advised that he would return the 50% deposit if I couldn't wait. Can Artilux explain to me that the leadtime is exceeding the 4-5 weeks from 11/01/2017 to the end of February? Do I demand and not work around their time frame? Not very preasant to deal with [name removed] as indirectly he was telling me to go away just because Artilux couldn't cope with the orders? Very disappointed for that kind of customer service!!!