We paid them in full for some windows and doors, the flyscreens were made to fit the fixed panel not the opening section. They re made them 4 weeks later and they were the wrong size again. Its been months and I'm still waiting on the screens. I've been told they are trying to find someone that can fit the screens.
Absolute joke of a company
I ordered 2 windows for a job we were doing from the Windsor store. They told me 3 weeks wait and after I paid it was all of a sudden 6-8 weeks wait with pick up only from Prestons and not Windsor as advised by the sales person named [name removed].
Her number is [contact details removed].
Do not deal with her unless you want to hear lies after lies.
Then when I called her to complain about her lies , she immediately offered me a full refund so that I would not put a complaint in with head office.
[name removed] then started to accused me o...
Terrible customer service and poor quality product
Bought two windows from Gem, first issue we had was the sliding window was built out of square.
Second issue was the flyscreens built too small. Been 2 months and still not fixed.
- Verified customer
Terrible Customer Service & Faulty Screen Door
I purchased a stacker slider door as well as a stacker slider screen door for the sliding door. When my builder went to install the screen door, he found there was a fault with the manufacture and the screen door slid against the slider door producing a high pitched metal on metal grating sound. Also, the latch provided didn't suit the sliding screen door also. I sent a video of the fault as per Gem Minto Showrooms instructions. No one called me back and I have continuously been calling, emailing and chasing them for the last 3 weeks to either ...exchange, fix or refund. Admin does not answer their phone and the only time I was able to speak to someone, they said they'd call me back, but to date no-one has called me. I have now lodged a complaint with Fair Trading. Their after sales service is non existent and I wish I'd read the reviews prior to purchasing as they have many unhappy customers with similar issues. BEWARE: Prices may be good but if there is a problem, they don't want to know about it.
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.
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
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.
do not buy from this company
Do not buy this windows!! first you will be waiting forever, quality is terrible, windows come as flat pack, sales people are lying into your face, you cannot talk to management
be ready for extortion for more money, otherwise no delivery and no refund.
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.
Cannot give no stars
Ordered and paid in full $23,500. Delivery was a month late and short 11 windows, 3 highlights and 1 door. Denied they are missing despite driver knowing they were missing. All windows were damaged too.
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.
I have been lied too they dont make their own windows the windows come from a third party, services is bad still waiting for a service call back it's been 6 months wasted of my money should of went some where else
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.
Very poor products and worst customer service
I ordered windows and doors for my new house beginning of last year (Jan 2018), I received them in two orders as I requested but first I receive the second one then the first and it was in Apr 2018 what was two months later (First should come end of Feb 2018). I reported that some parts were missing from two doors, one window was dislocated from the frame and some rubbers were not in place and they said they will fix it but the girl what was working on the service said is better to report everything at once and they will come only once no many ...times and I have one year to report everything. I agreed because they were not installed and I said is better to install then and I can check everything easily. The girl contact me in Sep to ask and I said I will send to her everything probably next month. I checked all windows and doors and I found nearly all of them have a small gap where are the joints on the frame. I made pictures and put note for every window and on end of Nov 2018 I sent many e-mails with explanation and pictures. I call them next day to confirm that they receive everything and I ask the guy (new one because the girl left) when I can expect answer. He said he send it to service department and he is waiting for them to tell me when they can come to fix this. After one week nothing happened I call them again and again still no answer. I ask the guy if I can talk to his manager and he said she is busy but she will call me back. Nothing happened and I call again next day and he said manager is sick today but she will be back on Monday so she will call me. Nothing happened again and I call again and ask can somebody tell me they are going to fix this and when? Answer was I don't know this case is in management now but they are busy during this period so I asked it's ok but tell me when you can do next year and still no answer till now. It's nearly one and a half month and they ignore my request. I am going to try one more time next week and then if they still ignore me I'll go through tribunal to resolve this. My advise is if you want to buy from them the best way is if they have in stock product what you need then you can see and check everything but if you have to order better pay a bit more somewhere else. I spent $20000 including two deliveries for my orders and I'll not give up till they do something to fix this not happy at all to be ignored for a long time with out any option to contact manager or owner of this company.
- Verified customer
Service was ok, product is atrocious
Recently ordered a window for a renovation I am doing, I spoke to the Minto store and ordered for it to be ready in 4 days. I was advised it was ready for pickup. The price was comparable with others I had received quotes from, but they were able to get it ready for me faster.
When I arrived they "forgot" the flyscreens that were clearly on the invoice, but if only that was the issue. On inspection the window is disgusting, there are several chips and crazes on the paint, it looks like they spray them with $5 cans of spray paint from Repco a...nd no primer whatsoever. The glazing has silicone coming all around it and there are dents and bends on the metal frame. It's a real shame, thankfully I didn't put my whole order through this company and just 1 small window, at least now I know never to go near them again. It's pretty obvious from the other complaints on the site that there is no point complaining to management, so I've just gone straight to my credit card company to lodge a merchant chargeback as they didn't deliver a product in accordance with Australian Consumer Law.
- Verified customer
AVOID THIS COMPANY AT ALL COST or you will pay the price in more than one way.
3 visits and 5 months plus has gone buy without a correction to several issues in need of correction with our doors. GEM blame the manufacturer but I think GEM are just as bad as the manufacturer. The threat of going to Dept of Fair Trading doesn't ever phase GEM Windows and Doors and after further online review checks, I known why, they must be one of the worst company's in Sydney / Australia for product quality and customer service.
Avoid, Avoid, Avoid them at all cost.
- Verified customer
AVOID THIS COMPANY
I hope that those reading this do not use this company
I ordered 8 windows and 1 door on the 8 of August 2017 Was asked to pu 50% of cost straight away and the remaining 50% 2 weeks later and was told my windows would be available for delivery in approximately 6-7 weeks from initial payment
Windo s did not get delivered until the 21st of November 2017 and when they where delivered there were so many problems with them
The locks where all fitted incorrectly
The windows rattled and Di not fit in frames properly the door which was a slidin...
Review collected in partnership with Gem Windows and Doors
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