- VIC, Rowville
Several problems, ironed out in mediation
Stegbar Rowville were slow at every stage of the process, their representative was irritable and unpleasant several times, treating me like a fool who didn't understand the invoice (I am elderly).
The process started in January 2021. After installing my new glass doors, there was a dispute about a security door that they had assured me was included in the price, but failed to deliver. In mid-May (four months in), they sent someone to install the security door, but he didn't have the door and it turned out that they had failed to order it. Afte...
A few issues along the way that were resolved promptly
I’m not going to lie that my experience with replacing my windows with Stegbar was a seamless one. However, with that said when things went wrong they did acknowledge this and rectified the issue swiftly.
My job still hasn’t yet been completed however so I will post a final review once this has been done. But based on what I have seen thus far, I can say that Andrew, the installer is absolutely a professional in every way from customer service to excellent craftsmanship.
- VIC, Rowville
Delayed installation and but speedy escalation
Negatives: I engaged Stegbar to install the Alfresco bifold doors. The initial sales engagement was good. However, after that there were series of delays and lack of proper process. I was promised that the doors will be installed in 6-8 weeks, but it has taken them more than 9-10 weeks (still not installed). The contractor who came to do measurements did not provide the information till first 3-4 weeks, which i thought was a waste of time, and can be fixed if they have solid processes in place. I was notified at the very last minute (on the day...i was supposed to receive the product) that they cannot deliver it and has been put on backorder for next week. This could have been better communicated in advance and added to the frustation. Positive: I raised an escalation with the team. DJ called me to resolve the matter. I was really impressed with the way he handled the matter and resolved it within 24hrs which was really impressive. He ensured that the feedback has been taken into consideration and he is going to work with the team to improve the processes. Overall: I started with a bad experience, but the team showed that they care which is very important for any customer experience. I am happy that i spoke with the right person who genuinely cares for the business and the customers.
Good product but still room for improvement
I have been dealing with Leigh from Stegbar Rowville for a long time now. He is a good rep. Quick at getting quotes back to me and happy to take calls about products, measure ups and install dates. He really knows his products which is very helpful.
Been a few clients unhappy with the customer service in the showroom though, and a few little issues with robe installation but overall happy with Stegbar and Leigh.
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Additional labour costs to install.
Very disappointed with the information provided at the ordering stage. The measurements on the order form were for the external aluminium frame. They didn't include the size of the interior wooden box frame which was larger consequently studs and bricks had to be moved to accommodate the windows incurring thousands of dollars in labour costs. Had the box been the same size as the frame it would easily have slotted into the empty space. Surely ours wasn't the first home where this was encountered.
Will definitely tell friends about this.
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