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Splash back by Stegbar
We waited a long time for the Covid restrictions to ease , but when they did Trevor Thomas came round as soon as possible and carried out the measure up quickly and efficiently and with a pleasant manner. The quote followed as he said, we placed the order and await installation. So far really good, thanks Trevor.
- 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...
Unprofessional & disappointing
Had a front door frame suite installed in November 20’ still waiting for resolution. Doors supplied were visibly faulty and unfit for purpose.
Poor customer service
Poor communication between the office, the sales team, installer and customer. Was wanting wardrobes but was incorrectly handed to the window team who took more than two weeks and a number of follow up calls from me to get them to call. They then said it was the wrong team and they'd get the wardrobe team to call but never received a received a call. I persisted and eventually someone came out to discuss the order. I put my order in and then I had to constantly chase them up and promised return calls never happened. Very slow. The wardrobes wer...en't made correctly and then I had to wait a couple of weeks for them to be fixed. The office made no contact during this time. It was always me chasing them up. The installation guy was great and communicated really well. Interestingly, as soon as the job was finished a got a call at 8am the next morning requesting the balance of payment.
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.
Beware of Stegbar double glazed windows!
My home was completed at the end of 2013 and had Stegbar double glazed windows and doors throughout. I contacted Stegbar Geelong within a few years of home completion to point out that moisture was between the double panes of glass in one of the windows.
I was told that they were no longer covered by any warranty. I pointed out that any reasonable person would expect the windows to present as they did on building completion for many, many years. Since then, an increasing number of windows now contain moisture and, in the case of the window in the photograph, there is, not only moisture, scum as well.
- 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.
Poor Customer service
Thank-you to Harry for helping me decide what I needed to make my wardrobe more efficient. Victor did a great job fitting the necessary shelving .
I am disappointed with the lack of communication and constant confusion from office staff from beginning to end.
Thanks to Helen for diffusing the chaos.
No Customer Service & No quality control - Damaged Windows
With the exception of Brooke Hill in the Rowville office who is fantastic!
We knew what we wanted. When the sales person from Stegbar came out we told him exactly what we wanted. When I asked for a quote for their composite product he had no idea what I was talking about and had to show him their Siteline range on line. He still ended up quoting us for something completely different than what we asked for. We called and emailed him three times asking for a new quote. The first time, no response, the second and third times, he said he would send...
Poor Quality, Bad Communication, No Customer Service after Payment
We had a built in wardrobe installed last week. The job looks ok from the outside except that the sides are an off white and the pelmet up the top (which was not even suppose to be there) is crisp white, so it is very obvious they don't match. The salesman said we should have 2 handing racks and if we didn't need the second one to take it out. He didn't mention that this would mean the top shelf is so narrow it is useless. They have installed cheap spacing boards all through the inside of the cupboard which look terrible. The hanging racks...are split into four sections with more cheap spacing boards used. The back of the shelves are the wall and no base board was placed over the carpet (which we would have had replaced before install, if it was being left as it was). Phoned Stegbar and could only get through the the salesman who just gave the big sales pitch and did not address the issues.
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.
Most of these reviews are consistent with my experience. I made an enquiry online with no response, 5 days later I made a direct phone call in to have some one come out and quote me. The gentleman on the phone told me someone would call me back to arrange a visit. I have had no response.
I don't mind if people do not wish to quote but then do not advertise nor tell me that someone is going to call when they are not.
My review rating is about business etiquette or lack thereof of.
Stegbar blames the customer
We were initially happy with the look of the double glazed windows and told them so. Then we realised there was no noise reduction and they hadn't used acoustic glass. Slow response to our feedback - waited 8 weeks for them to do a re-visit, and adjustment quote to the job about 80% of the original value. When I escalated seeking help from the [contact details removed], she just ignored my emails. Throughout this all correspondence blames us. In this day and age, there is no excuse for such terrible service. Stegbar are just awful. Beware.
Scratched wardrobe doors
Was so looking forward to having our custom made wardrobe doors fitted. After fitting was complete we noticed rather deep long scratches on two of the doors, being black they stood out. Whats going on Stegbar??? we're paying top dollar and either your quality control is being overlooked or your installers don't give a toss???? We are very disappointed and now have to wait to have doors collected and re-done.
Scratched frames on two panels of our wardrobe
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