Service and product are amazing
Excellent service and product was really good. We went to the showroom to have an idea of what we were after and was really happy with their product. We have been referred by our friend to go there. The price is very competitive and the service has been aamazing. Will be going again.
Goods paid for and not supplied
As part of an order for 2 large windows, I also ordered and paid for a can of touch up paint to repair marks left on window frames. The paint was not provided with the delivery, and after repeated phone calls and promises to have it delivered or dropped off, 3 weeks later I'm still waiting. Gem refuses to refund the money or provide the goods as promised. Looks like I'll need the contact Fair Trading. Word of advise - don't purchase anything from Gem. Take your business elsewhere.
- Verified customer
Great people, products and price
We looked at a number of suppliers for our sliding stacker doors and windows and settled on GEM due to their price and quality. Jo at the Minto showroom was really helpful and the times and process for supply and pickup was met without delays. Simon at Prestons pickup was very helpful too. We’ll be buying more there in the future for our other renovations.
- Verified customer
Sliding doors are perfect and a great price.
We've made three purchases from Gem Window and Doors and are extremely happy with purchases of sliding doors, screens, and windows. We dealt with Jo at the Minto showroom and she was fantastic. Save yourself some time and just shop with Gem windows. They have the best pricing, great product range (any size you need), professional, and fast. We definitely recommend them to anyone needing new doors or windows.
The worst decision a builder can make!
We purchased windows and sliding doors for 5 townhouse project due to their low pricing. Firstly delivery was delayed for more than 6 weeks although I had in writing 4 week delivery. Installing the windows felt flimsy, glazing was wavy on many windows, double hung windows mechanism all failed, winding mechanism rusted and jammed up after a few months, defects in cuts and squareness, all handles chrome all rusted and bubbly, keys provided rusted.
Bad customer service, rep we spoke to no longer there, then another rep dealing also vanished.
Horrible Customer Service and Faulty Doors
9 Months I've been dealing with their customer service to fix a faulty door. It has cost me hundreds of dollars and still isn't resolved. If you call the show room they will tell you they can't help and that it needs to come from their admin. The only way you can contact the admin is through email. They then take 2 weeks to get back to you via email and ask for photos. You then don't here anything for a further (minimum) 2 weeks.
Then after complaining to the showroom for 20 minutes - they get someone to call you - they don't help you. So if yo...
- Verified customer
Great quality windows and customer service , very happy
My partner and I are very happy with our new windows, they look amazing and very good quality.
The staff are very friendly to deal with and knowledgeable about windows and the products. They answered all of our questions on time and made several follow up calls which just showed us the customer service this guys provide. Hearing so many horror stories from our friends when they purchased their windows I would recommend GEM to all of my family and friends over and over again !
- Verified customer
Avoid - do not buy anything from this company
I obtained two quotes for multiple window installations at my investment property.
I agreed to these quotes under time pressure by GEM that the "discounts" they willingly offered to me (to close the deal) were only available if I signed and paid a 50% deposit within 48 hours.
After finalising the measurements the next day at the property (which required me to interrupt the tenants and remove/damage existing window frames in the property to ensure the reveal measurements were correct). I signed and paid in store.
Delivery was scheduled for 6 weeks.
A while after paying, I was advised by GEM that they could not proceed to fulfill one of the contracts unless I coughed up an ADDITIONAL 50% of the total contract.
Pay extra for better quality
Ordered 2 sliding doors from Gem at Mulgrave. Were told they would be 2 months, 4 months after ordering they finally arrived & I think only because many calls were made asking about their delivery time. When they arrived they were very flimsy & of poor quality. We had to take the screens back as the joins in the corners didn't even line up or touch. That took about another month to get sorted. One set of the glass sliding doors is missing the safety marks on the glass so no one walks into them which are an Australian Standard. I visited the Mul...grave showroom & was told I would have to email head office about that issue, so I did & 5 months later I got a response asking if the issue had been sorted. I replied NO & raised a few other issues about the terrible quality of their products & have never heard back since. That was the 27th of Feb 2019, it's now August. I would highly recommend spending a little more money & getting quality doors & windows with far better customer service.
Over 12 months ago GEM windows delivered the wrong doors, they agreed, we’re very apologetic then delivered and picked up wrong door eventually, which was wrong AGAIN. Then we’re once again very apologetic picked up and delivered the wrong door AGAIN. We still can not use the doors. They even asked us to follow up ourselves with their suppliers - who runs a business like this? Re- think if considering. One star rating is too much.
Terrible customer service
Ordered a number of windows and sliding doors for my renovation.
A receiver was missing from one of the sliding doors.
Told these guys I will install the receiver if you simply send me the receiver. I thought this was more than reasonable given their mistake.
It's been over two months. Called and emailed more than 10 times. Still haven't received the receiver. (Can't lock the doors)
Will be happy to delete this review if you send me the missing receiver.
It appears to me this company is punctual and prompt only when they ask for the advance payment.
Questions & Answers
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.