Terrible organisation to deal with
Having been recommended by a relative, I decided to order new windows, fly-screens, hinged doors and Secureline screens through Wideline to replace the old ones throughout my house. Thomas at the Alexandria store appeared very helpful upon visiting the showroom in February, and the installer was prompt to come onsite and measure up. From there it all went south... Firstly I had to chase both the installer and the Alexandria store numerous times to obtain a quote. After a plethora of excuses for the delay over the phone and six in-store visits, ...I sat with Thomas and refused to leave the showroom until I saw him hit the send button on the email to provide the pricing to the installer so that he can provide a final quote to me! I was finally able to place my order in mid-May. Six weeks later (end of June), my order was delivered, although two windows, a fly-screen, a hinged door and all Secureline screens were missing. A couple of days later, the missing windows and hinged door were delivered, albeit one with cracked glass while the other was made 100mm short. These were installed as-is given the installers had already removed the old windows prior to checking the sizing of the new windows. So the window in my daughter's room was 100mm short and covered with plastic to protect her from the elements until a new one could be made up (which took a further six weeks i.e. it was finally installed in early August). In the meantime, after following up a number of times post the initial installation (via phone calls, emails, text messages) in relation to windows that didn't lock, locks that didn't match the colour of the windows, scratched glass panes, a missing fly-screen and absent Secureline doors, I was informed that a representative from Wideline would need to come out and re-measure the Secureline doors. Why was I not informed of this at the time of placing the order? Why did I have to follow up only to be advised that the Secureline doors need to be measured after installation of the hinged doors? Surely they should have arranged for someone within a week or so after the initial June installation date to come out and check measure if that is the process. So, after further delays, and numerous excuses e.g. the glazer's partner called in sick and he has the glass in his van (23/8/19), the adjuster's van broke down (28/8/19), they finally made it in early September to install the Secureline doors, only for these to be made to incorrect measurements and thus needing to be sent back to the factory to be re-made. On 9th October, they brought the replacement Secureline doors, only for the front door to be the incorrect measurement (again) as the hinged door frame (which they installed) "wasnt installed square". After not hearing from Wideline by mid-November, I contacted head office and was advised that a service job was scheduled for 28/11/19. The majority of the work was completed on this day, except for the new springs that were ordered for the replacement window in my daughter's room (the window originally made 100mm short with locks that didn't match in colour) being the wrong size so new springs needing to be ordered. After contacting the installer and threatening that I would not be paying the final instalment unless the matter was resolved within a timely manner, I was contacted by the new Alexandria representative (Wayne) last week who apologised for the ongoing delays and issues. He has informed me that the service date is now scheduled for 16th January 2020. I just hope that this is the last time that Wideline need to come onsite and I don't need to deal with this terrible organisation again in the future. The amount of time I have spent on phones, typing emails, sending text messages, (unpaid) days taken off work for scheduled service jobs where their staff didn't show up, and the almost twelve months of dealing with them is beyond belief. I was warned by a competitor at the quoting stage about this organisation and I should have taken their advice. Wideline's pricing is cheap, but so is their product, quality of work and customer service. Steer clear.
Products 5 star, customer service 1 star
Great quality products. My house is fitted out with all kinds of wideline products. However probably the worst customer service in the industry. If you can get past customer service then I cannot recommend them enough, great quality products and installation team were great. If you are are after quotes, accessories etc I would probably look elsewhere.
Good quality windows and door
We ordered a three panel sliding door, 4 double hung and one sliding window. These had to fit in existing brick work to replace old windows.
All went in with the normal teething problems with studs and headers.
Product is good quality. Will use Wideline for replacing other windows and doors as we renovate the rest of the house.
Did not get back to us, so missed out on our job
In December last year my wife and I went to the Parramatta branch and were served by Charles. Having indicated that we had come to Wideline because we were having issues with another window company, who kept getting our order wrong in the quote (Airlite), Charles was able to take us through our order and after leaving the store, he promptly sent through a quote on 14 December.
To our dismay this order was wrong too, with a door system incorrectly quoted as a sliding stacker and not a bifold, and a window left off the quote. This was despite h...aving the corrected Airlite quote as a reference. On 3 Jan I emailed Wideline back with the corrections but did not receive a reply. I re-forwarded my email on 23 January (just in case my email was lost in the madness of the Christmas period) and again did not receive a reply. It is now July and our renovation has been completed with windows and doors supplied by another company. We have still not received any correspondence from Wideline. Absolutely worthless customer service.
Stacker doors and windows arrived but no frame.
We had delivery of 2 windows and 1 six stacker door, however the stacker doors didn't have any frame. On the delivery order it had 'back order' for the frame. When I rang I was told it had been damaged and would need to be remade. The following day I rang to see when it would be delivered as the house is totally open, only to find it hadn't been placed on the reorder yet and the girl had no idea when this would happen. Surely it is not unreasonable to expect that this would be attended to straight away. I'll continue to ring daily until I get satisfaction. Judy
- Verified customer
Isn't perfect, but decent
I am posting this to convey my satisfaction with the product despite lots of bad reviews on this site:
1) Customer Service (Alexandria): Pleasant, but slow, and needed much prompting to get back to us with quotes etc
2) Product: We wanted wooden frames to double glazed doors and windows. Very good looking Western Red Cedar Frames, so pleased with these. Upstairs we required a big awning window (2m wide x 1.2m high). Many other companies could not do this, but wideline was able to (in aluminium frame). Very impressed with this. Aluminium frame ...
I strongly recommend shopping elsewhere.
We ordered bi-folding doors and rolling flyscreen from Newcastle branch. We went with the top of the line "paragon" series and to say we are disappointed is an understatement.
There were delays from the outset and when the doors finally turned up, there were scratches / dents and the locks did not function properly - all of which was said to be "normal" and they would be back to repair. 6 weeks on, this is yet to happen.
In addition, unadvised to us at the time, was that the flyscreen would not be or...dered until the doors were in and then it could be measured... and THEN would be 6 weeks... meaning we have holes in our walls and are unable to complete flooring / decking for this entire time until the flyscreen is installed. So a couple of cancelled visits later, we finally get the flyscreen measured... Fastforward 6 weeks... the another couple of cancelled visits later, the screen turns up and it is the wrong size... so re-measure and we are now waiting another 6 weeks for a new screen to be made.
Terrible customer service and poor workmanship
Wish I saw these reviews before purchasing. Believe the 1 star reviews. If I could give zero stars I would. Manager of our nearest store implied that we were partly to blame for the delays. Were promised a lead time of 4 weeks. With all the delays, this has been extended to 8 weeks.
Ordered 4 sliding doors and 2 windows. Received 3 doors and both windows. Was advised that a door frame was damaged during loading. It wasn't delivered and would receive it within a week. One of the doors that was delivered was discovered later to also have signifi...cant damage, scratches, a faulty lock which does not work and poor workmanship in frame assembly. The other doors have scratches and faulty locks. Luckily the windows appear to be damage free and were installed without issue. A week later we received the repaired frame but not the glass panels. Was advised by the delivery driver that the panels will be arriving on another truck. After some time and many phone calls found out that the glass panels were damaged in loading and will not be delivered. Why just deliver the frame knowing the panels were damaged? Based on the advice from the driver, our builders removed an existing door in readiness for the new door. The existing door had to be put back in place. Waited a week for the panels and they just appeared. Delivery guys did not try to find us even though we were home. After another week we were advised that the frame with poor workmanship will be delivered in another week. As advised by the manager, 'this will be a new door so will take time to make again', pushing the delivery of the final door to 8 weeks.
Great experience from start to finish
Indeed we are very quick to write bad reviews and so we should if the quality and service has not been delivered. Having said we should also make the time to write good reviews when we do receive good quality and service - which is really hard to find in every industry these days to be honest! Service in particular followed by value for money.
Our experience with Wideline at the Parramatta office has been fabulous. Right from the start when choosing our windows through to the maintenance. The Sales Executive ( Sargon) was very helpful, he walk...
Only half stock turned up
I bought windows from this company. They delivered them late and only delivered half the window with the sliding part missing on all windows and no fly screens. The builders couldn't start and i had to reschedule. All the locks are now broken and didn't last long.
from start to finish great experience .
when we decided to buy our windows . The 1st thing we did is read the reviews . I must say there is alot of negative feed back . i must say our experience with wide line has been fantastic . Fantastic sales person shop located on Botany rd Alexandria . The salesman was very patient spent hours with us not only the 1st visit , but every time we went in the shop . while going through the stages of finalising our order , sales person had a great attitude , and always saying to us no problem what ever your happy with we will help , regarding chan...ges to dimension adding windows or taking out windows from our order . We were told a time frame on when they will be ready and the timing was spot on not a day late. Today our windows were delivered . Two genltemen arrived with the windows , and took great care in removing off truck and placing them down gently against wall. Now was there a small scratch on a frame , " yes there was "!!! but with a little touch up paint the problem is fixed . another thing that i have to advise is , you should tape up and protect your windows prior to bricking in or framing in. the windows are taped up from wideline but that is if you wanted extra protection due to being man handled while building . The windows throughout the duration of your renovation will be moved back and fourth so the better protected they are the less damage they will have . i feel people jump on the net asap when there is a negative feedback to be written , ( which again i respect their opinion and im not saying their right or wrong ) . I feel people should also jump online to leave positive feedback asap when they are happy with the product . we are so happy to have met the sales person at Alexandria ( Thomas) and hope more satisfied people can start writing reviews about wide line .
Aluminium windows okay
Windows okay but not perfect. 1-2mm gaps in some parts of the window frame allowing light through (particularly between awning winder and frame), so not air/water tight. Gaps could probably be fixed with gap filler.
Project management could be improved - took longer than expected to get windows with security screens because they forgot to make screens at the same time as the windows.
Low quality. Security key locks on Wideline sliding windows do not lock.
We just built a house with Wideline aluminum windows and doors installed.
This is what we found so far:
1. The frames are done from thin material which it can be easily bended. We have one bended sliding door (from 2).
2. The door holders with key locks designed poorly. They do not have even plastic covers to cover screws for the door holders.
3. Some window fittings for the windows even have rust on them after living a few months in the brand new house.
4. The stickers on the sliding doors were installed with bubbles where dirt is collect...
Basically my windows are the new Viridian comfort glass been installed about 3 years we moved in April 2015
As winter hit we noticed that the windows were sweating so the inside glass was literally dripping water on the inside full of mould and timber sills are damaged .We called our rep at the time Michelle and we met on site one morning with a rep from Viridian. We were told that once our con was up and running it would solve problem that took a while so we had to wait for the following winter same problem. We then called Michelle and nothin...
Extremely bad service and quality
This company is terrible. Worst quality, no service at all. They say they give a 7 year warranty but they don't. We have tried to get a rep out a few times to look at our doors and twice I've given up as numerous calls but no one gets back to you. Doors arrived without keys, keys didn't work properly on the ones that came. The list is endless. Then this time I've rang 4 times to finally get the answer it's not structural so no warranty... That's without even looking at them to see if it is!! The doors won't even close now so who says it isn't s...tructural... I'll now make sure I let everyone know this is a company to steer clear off. My husband is in the building trade and he cant believe the terrible service after spending so much money. Do not use this company.
- Verified customer
Sliding doors not fit for purpose of keeping outside elements out.
I purchase a double glazed sliding door from one of Widelines distrubutors. During last winter I could not work out why cold air was coming in and discovered that there was a 6-7mm high gap above the sliding track that lets a flow of outside air in. I approached the distributor who said there was nothing they could do and bad luck, I approached Wideline to discuss the issue and one of the Wideline's representatives acknowledged that this had been a problem raise by another customer and that they could do nothing about it. I clarify I realise...that there has to be a gap for the doors to run but this was ridiculous. Anyway after calling Wideline and speaking to a number of people I was brushed off and not contacted. There is a lot more to this but what has come out is that I would never recommend to use a Wideline or a distributor as neither was willing to help me to find a solution. The distributor was rude and dismissive to me and more or told me that I did not know what I was speaking about. Wideline was similar although I supplied photos and details. I have since looked into a number of Sliding Door suppliers and not one have this gap. I paid $1650 for a door that let cold air in. I have since made my own solution to the issue which at present is working. Bad company representation do not use them, for me their sliding doors are not fit for the purpose they were designed for.
Appauling company - And it starts with Management. Avoid like the plague
Issue after issue with very little regard for customer service. Damaged products on 4 occasions, slow emails, slow deliveries, the list goes on and on. Premium price for sub par quality. The MD doesnt even respond despite my contact requests. Can you believe they damaged glass 3 times and on the third didnt even bother to check if it was fit for delivery before it was sent out? There is absolutely NO quality control.
Public Warning - Do Not Use This Company!!
If i had the choice to give NO stars i would!!!
Terrible service. Workers do not understand their job. Pack of monkeys. They are cheap but you get what you paid for! Trust me pay more and get a better service, a better product and better people. They have no respect for the $1000's of dollars we spent in windows, threw them on the floor, damaged part of our building, promised it would be done in 4-6 weeks 3 months later we where still waiting. From the workers to the managers to the big bosses - all such a disgrace.
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Questions & Answers
Why would Wideline, make the windows x 3 and one door bigger, than our already built holes in the wall/stud opening size? I have spent all day trying to have the company speak to me on the phone, yet I am receiving emails of which my questions are NOT being responded too and the NSW Manager told me to go to Department of Fair Trading and he would be happy to talk to them (smugly/scarcastically I feel) and would start a file just in case. I have contacted DFT. We will proceed as requested by DFT staff to raise a formal complaint. I also don't want other customers to be STUNG by an error, where the company is now stating that we were ALL talking about aluminium window size (how could we, we don't know the aluminium profile of a double hung, fixed and double hung windows, or a double/double hung window or a glass door). We were talking about the "stud opening size"/the holes in the wall. His conclusion was to have the two walls of three window openings and one door opening redone by our builder (like it was his fault). Thereby this would mean pulling down two walls part-there-of and pulling off all the outside cladding and removal of the sarking of the two walls, to incorporate the larger than ordered windows. How did staff take my constant comments of "the holes are already built for the windows and doors" and produce windows and doors that do not fit the 'stud size opening' already there months ago? This is all so very tiring and should not be happening. Wideline did not supply windows/door on the agreed date costing us two builders that came and therefore could not fit the windows/door on that Tuesday as they were then coming on Friday (no apology, no compensation and a loss for us as we had to pay two builders for windows/door that did not come. Then when they came on Friday. The windows and door were too big and did not fit our holes in the wall. I am off to start the official paperwork of DFT and advised to take photos of the "holes in the wall". Where and how did this all go so very wrong? Wideline staff even talked to our builder who stressed that the sizes given were "stud opening size" ONLY. Staff told me that they can work out the reveals and the window size within this size opening. I clarified numerous times, these are the holes in the wall/stud opening size. I said will you be able to work out the reveals and windows within the holes already in the wall. Staff replied Yes, I can work this out as this is my job. As stated above on Friday the windows x 3 and door arrived and two builders hired to put these items into our wall openings, could not believe it, they were too big! At our expense for two builders @ 8 hours each, we continue to have no fitted windows or door and our building is open to the weather and has stopped us from lining the inside. Our conclusion; Wideline is in a hurry to get your money 50% up front, then full payment two weeks before delivery date and the day before delivery at 10.40pm via email on our phone, we are advised that the delivery date of Tuesday 12 January (my husband took the day off to reduce our cost of a second builder) was not happening due to a "material delay". Delivery date gets changed with little explanation or apology, then we were dragged out as to what day and told it could be anytime through to 5.30 pm. We were going to a funeral with a locked gated property. Our builders finished at 3.30pm. We had to push for a delivery for the Friday where our builders had started early, finishing jobs and once again our builders were present waiting for the windows/doors to come to install. I was told on Thursday to call back on Friday at 8.30 am I would be told what time the delivery would be. It was 11am. They put on another truck to drop these windows/doors to our property and after all of this, they are too big and will not fit into our stud opening/hole in the wall. This is NOT good enough! Any of it. Amanda ICAG Inc.
Hi, have just done a final inspection of our new house built by Montgomery homes. We have windows that wind outwards, however the hinges only go so far, ie they do not straighten so the windows can only open a short space, as the chain seems to only go so far. Is there a trick to going further, or is that all they go, seems like a design fault if thats the case, very small opening with very little airflow? Hope to hear back from you, regards Fran Edwards
Michelle T.Wideline Windows and Doors
Hi Fran, we've just come upon your Question now. Can you please send an email to firstname.lastname@example.org with your house address so we can identify the type of window and hardware? Hope to hear from you soon.
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