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.
Terrible products and service
I ordered through GEM windows and found the price to be reasonable and the service was excellent up until the order was placed. My order was due for delivery, they rang and emailed me to say it would be arriving the following week. A day before the due delivery, I got a call to say that there was a "glass shortage" and my door would be another 2-3 weeks. This then set my builder back who was schedule to install that week. The delivery finally came, the sealing on the windows was dodgy and incomplete and I had to log a call to get someone out to...fix it (and send photos). After a 3 week wait, they sent someone to take more photos - he didn't fix anything? After logging three calls with problems and waiting over 2 months to get them resolved, I still have a $2,500 bi fold with the seal peeling off. On the final call out, the guy randomly says he has to replace the glass on my window (news to me?). It seems that my glass splashback window wasn't fitted with a special thickened glass (even though I ordered it) and needed to be changed because it backed on to my gas cooktop. Hate to think of the damage if I had been cooking in front of it with young kids in the house? They accepted no liability for the problems, they continually gave us the run around, the waiting time was ridiculous for getting things fixed and there was no compensation for all the problems incurred. Next time I will pay the $300 difference and go with another window company and save myself the stress and hassle. Do not recommend to anyone.
- Verified customer
Value for Money
Not sure what the other two reviews are about. We were a bit apprehensive after reading some negative feedback but are glad we went ahead. We first ordered 2 windows, and all was great. And then went ahead and placed order for the rest of the house. We've worked with other companies before on renos, and GEM are best value for money hands down. We will return.
Do not order off this company(Alexandria) !!they will listen to your requirements which was requested by an actual BUILDER!!, make you sign on a form for what you want without specific things you required and then stuff you up with the wrong order, basically lost my money and was treated horribly they all pass the buck until you give up! The manager did not want to listen to the complaint and spoke to me like I was a child, I was furious. I didn't want a refund, I just wanted an apology and to help us rectify the issue, that's all.
- Verified customer
Just about from the word go, Gem windows and doors were stuffing me around. Ordering them was fine, and I was told there would be a 5 week lead time. So based on their estimation I booked my builder in to install them around this time. When 5 weeks came round and I hadn't heard from them, I called and they said they wouldn't be ready for another week. When another 10 days went past and I hadn't heard anything again, I called and was told it'll be another 2 weeks. When I challenged them that they originally told me they would be ready within 5 w...eeks, they scoffed at that and said we would never have said that. It actually stated it at the top of my quote/invoice. Of course they also sent me emails demanding that I pay for them by a specific date or my goods would be held up. I did pay up on time, but they couldn't keep up their end of the deal. When the product did finally arrive, there was numerous things wrong with them. Firstly, the reveals that had come attached were warped, and my builder had to replace a couple of them. Two of the stackers were delivered with busted rollers and they were stuck up in the mullion. The sliding screen doors had no catches or handles attached. When I challenged them on this, they said they never attach these, it's for your builder to do. My builder said he'd never known a door company to do this. Because the screens had no catches or latches on them, when the wind blew the doors would move past each other and this cause the screens to be damaged. When my builder tried to call Gem windows and doors to tell them about the problems, they flat out refused to talk to him and said they would only talk to me. Which didn't make any sense since it was my builder that had to rectify the problems. I contacted them to pass on the issues we were having with the doors. They said the issues we were having with the screen doors was my builders problem. They would send out a serviceman to look at the rollers on the stacking doors but it would be a month before anyone would be able to come. In the end it took over 2 months for a serviceman to come fix the stackers. During my whole time dealing with Gem windows and doors, they just wanted to pass the blame on to my builder for everything that was going wrong with them. Other than the ease of ordering the product, every other experience with Gem doors and windows was a shocker.
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