Jim's Glass

After a three-year process regarding a warranty rectification for a shower screen installation from a previous glazier from Jim’s Glass, who used clear unsanitary silicone, installed the shower frame crooked, broke a tile when mounting the new frame, and didn’t install the piece that covers the top frame but left it out, and his response to that… Read more

was “most people don’t look up there.” I made one more attempt to seek a resolution over a period of 3 years which required a month of my time for an unsatisfying result.

I didn’t ask for a new shower replacement, I asked for sanitary silicone and the bar which was not installed by the first glazier and chose to overlook the crooked installation and the broken tile. Eventually, I settled for white silicone so I could put these 3 years behind me.

The final resolution without needing to remove the current shower and start all over again, and risk further damage and frustration fell short and cost a month of following up via texts and phone calls such as this: Hi… we'd initially spoken about this on 28 August.[Tradesperson no.1] came by on 1 September, assessed the shower, noted discoloured silicone, questioned why I wanted the bar that was missing, took some photos, took no measurements and left. He did not communicate what happens now. I followed up on 16 September with the GM. Another glazier now calls. [Tradesperson no.2] told me he’d come by on a Tuesday, but didn’t. He got busy. Today is 23 September. While you're looking into that [part], can we get a time locked in this week for the silicone work?

The GM called that evening, I got a clearer picture from that conversation why the delay. What happened to Tradesperson no.1 - he runs his own business. I was told about the GMs business expansion, he acknowledged I have been patient, and he admitted that chasing down parts is too much trouble, and offered a new shower in exchange for a 5 star review.

The following morning I text: "I considered what you have offered, however, I am clear on what I need. Tradesperson no.2 comes out, strips out that yellowed, mouldy clear silicone, replaces it with clean white silicone, and wraps up the loose ends without turning my bathroom into a construction zone. A straightforward fix, without time spent sourcing new tiles and without the bar, so I can put this three-year chapter behind me. I don't write Google reviews, I communicate directly, so you will need to understand this isn't a favour, this is a fix and honours the lifetime guarantee. My schedule has changed, and my time at home is coming to an end this week. Can this be done today/tomorrow?"

I thought that was clear, I thought he’d understood. Tradesperson no.2 came out that same day in the afternoon. He rang in the morning, informed me it will be sometime between 2-4pm, he said he’d text an hour prior, and he did all those things, and at 4pm he arrives and inspects the shower for the first time. Rather than stripping the clear sealant which is now 3 years old, he told me it would scratch the frame, and he said he'd bead one side and "show me to see what I thought" by going straight over the top of the old silicone. I'm not sure if he sanitised the area before he applied "bright white" silicone directly over the top of the old silicon, resulting in a lot of mixed feelings. Now what am I suppose to do? Be appreciative?

He said it would take him 20 minutes to complete the job. The lack of proper preparation, and why it left me with such mixed feelings after explicitly asking for it to be stripped out is evident by the photos attached. Thick white bead layered straight over the old seal, uneven edges, pasty corners, holes, bumps and the way the new material sits on top rather than embedding into a properly stripped joint completely validates mixed feelings. Why was this job dedicated 20 minutes at the end of the afternoon? Why did I smile at him on his way out and with appreciation when I was feeling frustrated by the solution he offered? The loss of trust this whole ordeal has caused, not to mention the time I’ve invested in waiting left me with the lingering feeling that they don’t actually care about doing the job right the first time.

On reflection, the rectification process should have been made clear and put in writing by the GM ‘before’ any work to rectify it was done so I wouldn't be put on the spot on the day by this Tradesperson, and in my own home. In my text to the GM, I wrote: "... I thought he'd remove the old silicone, but this was the solution he offered. He beaded one side and asked me to take a look. What was I going to say? No. I feel like I need to be appreciative for him coming out, but I’m having mixed feelings about this." Here’s the GMs comments via text: It’s fine silicon sticks to silicon you can go over existing silicon cutting it out would’ve been worse because it doesn’t come off completely. He said with the Shower Screen and the capping it’s three years old you won’t find what we need for it. And he said something about your tiles getting them re-grouted that’s probably a good idea.”

When we'd spoken the night before, the GM cited difficulties with matching parts and removing old materials and offered "a new shower for a five star review” and a week of waiting time. Three years had already passed since the shower was first installed and the frustration from that, which was then escalated to Jim's Glass Lead Divisional Support and Training person only to be ignored. No reply to the pics I was asked to send, and no resolution.

I acted in good faith when the new GM of Jim's glass had replied to the email I sent (again) in August 2026 because he wanted to resolve this. I understand he's inherited problems, and the glazier who installed my shower was one of them, and he wanted to rectify it. But why send someone to come by and assess it, take photos, and then not pass them on? Two weeks passed and I heard nothing back, which required me to follow-up. Then another glazier contacts me, asks me for the photos Tradesperson no.1 took, and arrives to my home, and asks me which bar is missing (after I’d sent him the photos). Why am I the one who needs to send photos, and follow-up over 4 weeks to find out what's happening, and ask when will it happen?

Tradesperson no.2 has 40 years of experience. 40 years of experience shouldn't mean 40 years of leaning on shortcuts, rushing a job into a 20 minute window at the end of the day, or beading fresh silicone directly over three-year-old, unstripped material. Experience is supposed to mean knowing how to do a job right the first time, respecting a client's home and time, and honouring a warranty without needing a month of chasing and text messages to get a basic standard met. Instead, that experience was used to justify a quick fix that left me feeling cornered in my own space. Why not just say, “If I go over the top of the old silicone, this will be the result months/years down the road, and I don’t want that for you.” That’s how experience behaves.

I feel irritated, frustrated and duped. Patience has not been a virtue when it comes to Jim’s Glass, and a lifetime guarantee has shown me that the job won't get done right the first time, or the second time. 40 years of experience does not mean a quality job. The previous glazier had 40 years of experience too. As a customer who chose Jim’s Glass to replace a previous shower, I paid for a product and service and received a lifetime guarantee and a loss of trust. This has not been a positive experience. I will need to find and pay someone else to come in and fix this. What good is a new shower replacement, when you are only as good as your tradespeople? They’ve demonstrated the quality they offer and have proven they aren’t a quality-service. I do not recommend Jim’s Glass for a shower replacement, and I will not be using Jim's Glass in the future.

So happy with the service from Jim’s Glass, had my doggy door installed into glass today, did a great job and my dog used it straight away. Very happy and Thank you

Dog door in glass – Excellent work and care of window frame Really nice Guy who installed our doggy door.

Never again!!! – Charged $460 to fix the sagging door on frameless shower, replace the bottom seal and fix silicone (shower was leaking in one corner) - left shower in worse state than it was before! Silicone all over the place (rubbed an inch into the tiles on both sides - never heard of masking tape?!!) absolutely won’t recommend!!!

New shower screen – Shower screen fitted by Rob from Jim’s glass. Both Rob and Wayne (who gave the quote) were excellent. Cheapest quote, installation quick and professional and screen looks beautiful. Thank you so much for a fantastic service.