Reviewer Photos & Videos
- Verified customer
Product really good after sales service woeful
I have zone living doors that do not shut and need adjustment. So far 3 calls has resulted in nothing. This pre-dated Covid-19. Just absolutely no service. I stressed I was not expecting a warranty claim, just wanted doors that actually shut and as it is winter I am cold as doors are able to semi close but pop open letting all heat out and blasts of cold air in.
Further Update: Below is the Customer Service response - 6 Days later I still have not been contacted - I would NOT advise dealing with this company as these 2 year old doors are going to be very expensive to replace as Doors Plus do not stand by their products.
- Verified customer
Big fuss- Lack of customer service.
Long read below, sorry. In summary lack of customer care and contact. Lack of care and skill employed during door install.
Product- 10 panel timber external door.
Our instore purchase appeared easy enough, we selected a door and hardware. They declined to attend our address and conduct a measure. We were charged for modifying the door frame. The first carpenter decided he couldn’t attend on our first appointment but also decided it wasn’t a good idea to inform us. After a number of hours on the phone I discovered that he was still completin...g a job from the day before and I would need to reschedule. Had I not made these enquires I would have waited around all day for nothing. Doors Plus offered us nothing in relation to this. On the second booking date a carpenter did attend. I informed him that the location had not been measured and he then went to work doing a measure before starting with the door. He unpacked the door and showed me to confirm it was the correct door. He also showed me the hardware, turns out we not only order and paid for the dead bolt lock we were show in store but also a doorknob. The carpenter told me how great having a doorknob is (as out previous door didn’t have one). He then went to work installing the door. He did a good job cutting the door to shape as it an older house and the door frame is not square. He then cut a hole in the door and installed the doorknob. At this time, he realised that we have a security door and the gap between the two doors is not big enough for the doorknob. After trying and being unable to fit the original door, the new door complete with big hole was hung in location. This is an external door so the now winter cold wind blows through this hole into my kitchen. The carpenter suggested some makeshift repairs to cover the hole. After a phone call to customer care I was put through to the store to see if a knob the correct size is available. The store salesmen told me that they don’t sell anything the right size and I would need to go and source a handle. After a few more calls to customer care it was agreed that that the carpenter would obtain a suitable doorknob and come back to affix it. Customer care promised an email that day following up the phone conversations and confirming further steps. This email never arrived. Late in the morning of the next business day I did receive this email, it was very brief and did not cover the phone conversation. I replied asking for further steps and offering a possible fix straight away. I heard nothing in reply. The following business day I replied to this email and customer care. The original contact still did not reply, and I had to explain it all again to customer care. After a number of emails I was informed that the carpenter would look at the door handle I found and measure it for size. I was also told that they would follow up with the outcome and I assume arrange a fitting. I am still waiting on this follow up and the issue remains unsolved at the time of writing. Throughout my dealing with Door Plus the customer care responses have been short and demonstrated an unwilling to assist until really pushed. On Facebook Doors Plus claimed they do not walk away from genuine issues however after my first issue with rebooking the carpenter I was told that I could cancel the order and get a refund. This response showed me that they were willing to just walk away from a customer. Even after explain my external door now has a hole it there is no acknowledgment that this is something that needs to be addressed in a timely manner. During this process I was sent and email from Doors plus asking for me to write a review. Still following up to reach a satisfactory outcome.
DOORS FUSS NO PLUS! What a disappointment. Please take your business elsewhere.
I will be telling all my friends and relatives not to approach Doors Plus for any of their products. We have had numerous different companies working on renovations at our home recently and Doors Plus have been absolutely the most unhelpful, inflexible and difficult company to deal with. What a disappointing experience that I will talk about for years. We bought two doors from doors plus, one is an internal sliding door. We paid for the door and the paint finish (total of $598). One of their guys came out to check measure and booked us in ...for an installation - no mention of any framework needed. When the installer came out he fitted the door in the cavity and proceeded to open and scrape and damage the painted door telling us that the framework needed to be shaved but he would not do it. He told us he was doing us a favour by pointing out the problem, then told us to pay for a carpenter to fix the problem. He then touched up the damage he had done with a paint that didn't match. We have sent multiple emails and have been so stressed about this situation and have been treated by Doors Fuss like we had caused the problem. What a shame that a company with such a profile refuses to do the right thing by their customers. Never again, lesson learnt.
Terrible service kicked me out of the store
We were issued with the wrong doors. We came back and the manager at the Minchinbury store refused to accept that they gave us the wrong doors. He became extremely rude and then told me to get out of his store. Extremely unprofessional I have never had this kind of treatment before in my life and then he called the police to kick me out. All I wanted was a refund so I could go and find doors from another place as we had organised a carpenter to work on installing them that day.
Don’t ever buy from this place without accepting that you would be...treated terribly when something goes wrong. If things are going ok they will be happy to take your money! They even started to tell me that due to corona virus the fair trade allowed them to not refund money! It’s so unfortunate that people are becoming like this most especially when I am returning the doors the next day and not 1 week later and the doors are in original condition. It’s the last time anyone of my family members will be buying from these guys. They truly don’t care about people’s money in these difficult times
- Verified customer
Door was supposed to last 5 years, didn’t last 6 months
I had a door installed in October of 2018. Within 6 months the wood had come away from the glass. I took multiple emails for someone to come and look at it. When they did they said it needed to replace and it was well within warranty. After numerous calls and emails it still has not been replaced. Apparently a new door was shipped in November of 2019 but that has not been fitted and we are now at the end of March 2020. Pathetic service.
Useless customer service
Front door purchased 2018,locks installed by a ‘professional’. Needed repair <1year to fix lock and now completely stuffed, out of warranty of course. Store has useless customer service. Stay away.
Ordered door in January and were advised that it would be supplied and installed in 5-6 weeks, contacted them after 5 weeks to be advised that it would be another 5 weeks ( did someone forget to order ) requested that the order be cancelled and monies be refunded. They had to check with management and will return my call, surprise no return call and after contacting them again I was assured that refund would be made, still waiting went to another supplier and door was available at a much cheaper price Doors Minus
What a load of lies
I ordered a number of doors in July 2019. Doors Plus then sent a person to measure to ensure the sizes were correct. On three occasions the wrong doors were sent. In December I spoke with their Customer Service Manager who guaranteed that the doors would be correct on the next occasion. In January 2020 the door fitter arrived with the doors. Not even close. After 6 months only one door had been fitted. By this time I have had enough and tried to arrange a refund. The Customer Service Manager, [Name Removed], would not return my calls. Doors Plu...s would not refund my money until they had removed the only door fitted. I gave away another day waiting for the door fitter to attend and remove the door. Finally, after 7 months, and no doors, I received my refund. Never again Door Plus. Disgraceful.
Matthew at Castle Hill store was very pleasant and helpful to deal with. We had bought a door which had incorrect label and therefore didn't fit when we brought it home and we are able to return it without any fuss even though it was marked down and labelled "as is".
cannot install door within the time frame allotted
ordered 2 sliding doors from Doors Plus Arundel on 23rd Oct 2019 on the premise that they would be installed before Xmas. was given assurance that it would be done 2 weeks before Xmas, in the week before Xmas was told that it wouldn't be until Jan 6th 2020, Contacted the store and they said its not their problem here's the email of customer service. emailed customer service and have not received any reply. talked to 3 different people at their head office including the manager in Sydney was eventually offered $50 discount on a $2600 job as comp...ensation, told i had to take it or they will take our whole deposit of $500 and not give it back. bully boy tactics .. is this sort of thing allowed? still haven't seen the doors yet as i don't know what to do next
"not our problem all of your 20k worth of external timber doors leak"
We saved up to have 20k of external wooden doors installed. They look a picture and we could not be happier with them when installed.
As soon as it rained - all of them leak - we advised them - they refuse to take any action - The Director and owner of the company have advised that "it is not their problem" that the doors they sold us and installed for us leak and have ruined our new 12k floor and had our ceiling cave in!
3 little kids under 9 and myself and my wife will not put up with this appalling behavior and we have commenced proceedings through our lawyers to wind up Doors Plus as a franchise system.
Replaced one of internal door which mother in law's present. As it's just before Christmas, we didn't expect installation before Christmas but they managed to before complete. So happy! Arigato~!
The reviewer stated that an incentive was offered for this review
We had 12 doors installed without fuss and bother.
Sales and installation staff were very helpful.
I will certainly use Doors Plus when we decide to change our front doors.
Very happy with the result
- Verified customer
Poor fault product, don't buy security screens for Doors Plus
I purchased 2 doors from Doors Plus Casula in April 2018, paying around $4500. 1 door is a wooden front door, the other a Security screen. The cost of the Security screen was $1100. "Better and stronger then Crim Safe" was what my husband and I were told. How could it be if the security screen will not lock?
DON'T BELIEVE THEM!!! All this 5 months after the 12 month warranty expired on the door.
I have contacted customer service at Doors plus to be told "Its way out of warranty" and I will need to pay $89.00 for a call out, plus the cost of...
My wife and I brought a door and jamb from the brookvale store back in April for a good price to put towards our large house renovation and put it in storage until carpenter was ready. However now carpenter now unpacked the jambs and one of the jambs was the incorrect rebate. I told the builder to take it back to them and gave him a copy of the invoice and he was to also purchase a threshold whilst there.
They refused to help him and said that it was purchased in April and to contact me 1800 number which takes you back to that store being the n...
Excellent after sales service
We recently purchased a beautiful 7 panel door from the MacGregor store. Unfortunately we began to experience a few issues with the lock installed. (Key would stick in the barrel).
I rang the MacGregor store and explained my problem and it was suggested that I drop in and get it sorted, which I have done.
Staff there could not have been more helpful and were happy to supply me with an exchange.
I would highly recommend the MacGregor store for this after sales service and for the prompt and professional installation in the first case.
Paid in full for door to be fitted
Door had two gauges asked for it to be replaced and was threatened in store and called a dick head, police called
Though persistent after several weeks got door replaced.
No apology disgusted
Poor customer service
Doors plus St. Peters
What a joke
They installed an exterior toilet door and never informed us that it needed an awning for warranty purposes
The door swelled within 1 year
It took forever to get through to them
And eventually they said they would exchange only if we installed and awning
Worst experience. Bifold took 6 weeks to arrive in store, when told 4 weeks maximum. Found damage to door and runner when unpackaged it at home to install. Returned to store for refund which took 3 weeks to receive after many phone calls to chase refund up.
Bought superior door from Bunnings at a much cheaper price. Only took 2 weeks to arrive in store.
Shameful and pathetic Service
Installer damages the existing wooden frame, of both doors, didn’t fit the top part of both doors properly and there are some aluminium installed in unsafely manner, a number of gaps and unprofessional way of applying Glue at many places. The list keep going on. Pathetic customer service
Questions & Answers
For our Guardian 2 in one door, we need a "door handle stop" on the wall to stop the glass door handle damaging the wall when the full door is opened from the outside.
Any ideas where I can get a suitable stop?
what is 100100 canopy tinted?
doors p.Doors Plus
This refers to a Canopy, a product that Doors Plus can provide, that can be installed above a doorway, to provide some protection. The code you have mentioned in the SKU code for that product.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.