- Verified customer
Windows late and quality very very poor
Ordered and had to pay up front for windows. I was told windows would be ready in 6-7 weeks. Only to arrive 11 weeks later. Because of delay had to put off builder which then held up job for a further 3 weeks. Made the mistake of not checking windows after they had been delivered. Workmanship was a disgrace with windows having gaps through to the outside. The joins and bevel cuts had gaps ranging from 1mm wide to 5mm wide. I cannot express how crap they are. They are nothing like the showroom that is for sure. No keys. The louvre windows, alth...ough really good quality because GEM don't make them, were short a piece of glass. I have emailed GEM but have not heard back from them as of this date. I had to put the windows in to get to lockup before Christmas. So I am stuck with this rubbish. I have been ripped off by a company that is a sham. Please look somewhere else for your windows.
Worst business to deal with!!
Absolutely shocking service once they get their money they want nothing else to do with you or your order. After 4 weeks late of schedule tried to get in contact with someone who knew where they were, dispatch was a joke and didn't know when it was coming in. Once finally received product on the job the main sliding door was missing on the truck, tried calling management for 2 days to find the "lost" door. We eventually had to pay own courier to pick up and deliver. Never ever again no one should have to use this company!!!!
The Worst Service
Ordered and Paid full amount 29th Nov.On the 7th told it wasn't ready so asked to speak to management or money back.Got a return call to say we could pick it up on the 8th.The only thing needed to do was the fly screen and the timber reveal. One of the excuses was they had a new guy on fly screens.We did not find this outfit very good at all.We picked up our order at Preston warehouse very dirty and only one guy there.People before us only got half their order .Please don't use this company should be shut down.
- Verified customer
Worst Company to deal with Gem Windows!!
Never ever order anything with GEM WINDOWS. GEM Windows charges the full invoice amount before it goes to the production team. Nobody can tell you your order status once the order is placed. Initially delivery quote was 5-6 weeks but the moment we paid the full invoice amount the tone changed. No company in NSW charges the full invoice amount before the tentative delivery date given to the customer, but GEM WINDOWS does. NSW Fair Trading should shutdown these companies as they are mis-leading and ripping the customer. It is really unacceptable....[name removed] from Production team who always answers the phone for delivery status comes up with an answer "I'll let you know once I hear from them" now I don't know who are "them". Ridiculous Service, Never Order anything with them.
I placed my order and was told 6-7 weeks. After 6 weeks I attempted to follow up my order and dispatch told me they didn't know how much longer I'll have to wait. The dispatch operator said "I'll know when I'll know". I then received an email saying my order was delayed and then last Friday told it would be delivered on Monday (today). At 4pm dispatch called to say I wouldn't be getting my order today and it MAY be delivered Friday! So I have no product, no delivery day locked in and trades who I have to keep pushing back. Very disappointing GEM!!!
Awful organisation and service
We ordered windows and were told that they would be delivered within 6 to 7 weeks with great service and all the help you could ask for. As soon as payment was made I never heard back from them, at 7 weeks I called to see where my windows were and emailed to be told that they cant help me and I would need to talk to dispatch. I left messages and emails and finally got a hold of someone who advised that they would be delivered the following week. Another week goes by with nothing, so I call again and email again with no helpful service at all, a...fter a really rude email stating that as a building company we were losing money as you did not meet the timelines advised I received an email saying that they could not help me and I need to talk to dispatch AGAIN!!! I finally get an email from dispatch who says maybe this week or next week...9 weeks and counting! Never again, there are other companies who may charge a couple of hundred more but they deliver within the timelines, have great service and you don't end up losing money on carpenters hanging around waiting for windows to arrive.
worst service ever
I ordered a sliding door which I was very happy with so I ordered 7 double glazed windows. It was like two different companies. a 5 week lead time turned into 11.5 weeks. when they turned up 6 of the 7 widows were damaged or faulty.6 rubber buffers/spacers missing or broken. 2 had damaged timber frames that had to be patched and filled , 2 had damaged glass. 4 wouldn't slide because the frames were bent, all but 1 had to have the locks re drilled so the windows would close properly and 1 lock was even installed on the outside of the window ( th...e salesman suggested I probably put the window in backwards ) 4 of the frames are not painted properly so you can see the metal underneath. the sales people could not care less. So far 6 months after the windows were ordered and countless emails and phone calls I have had 2 service calls to replace the glass in 2 windows and straighten the bent frames by bending them with pliers !! re fit the locks, and replace the missing broken rubber buffers. But to date no news on when the frames will be repainted or replaced. I guess this is why they want money upfront because otherwise they would never get paid !!! The most frustrating part is the windows they have fixed are good. the product is good they just have no quality control or care factor !!
Nightmare!!!! Worst company
Worst company I have ever dealt with, I was told 4-6 weeks i waited 13 weeks!!!! I tried calling emailing and no one got back to, when they did it was all lies, they lost my window and I had to wait for another one to be made! Customer service was rude and unhelpful! Would never buy from them again.
Great Product & Service
Renovating a house so close to Christmas has had its difficulties, and when it came to my doors and windows I didnt realise how long they would take to order. With a quick google search I found Gem, thankfully everything I needed was in stock. I was impressed with the service I recieved and the product is excellent.
Worst company I have dealt with
I ordered 4 windows through GEM and have never been so disappointed with a service in my life. I was told 6 weeks from receipt of deposit for the windows. After a week and a half I got an email saying the balance needed to be paid so as not to hold up the delivery of windows, I obliged with 1 hour of receiving the window. 6 weeks past without a peep from GEM, after which I called them to check the status and they said the windows weren't finished yet and they can't give me a timeframe. I finally got the windows after 11 weeks of waiting, and wh...en they came two of the windows had the WRONG glass! Because I couldn't afford to waste anymore time when the windows were delivered, I took the order and that apparently shirks GEM of any responsibility. I was forced to pay a glazier out of my own pocket for GEM's stuff up. I will never, ever order anything through these people again. [name removed] was unbelievably rude on the phone basically from the minute she had my money.
- Verified customer
Custom builder finds timber door manufacturer
I am a builder about 3 hours west of Sydney. After a quick search on the web for a suitable timber Bi-fold door system I came across GEM Windows & Doors. I must say there pricing was sharp, and they were very keen to help out. All of my communication was by email and phone, I never went to the factory at all. The door turned up on time and fitted the hole allowed just perfectly. I would defiantly recommend to others and I will be using Gem again. Great quality product.
Window to a view
Hi I have had a window and a sliding door from gem Windows and door and my new project will have stacking doors and windows when ready the windows and doors supplied were of good quality and true to sizes time frame given was a fair time given and staff were very helpfull when picking them up overall I will be going back for more doors and windows.
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