VUFOLD Bewertungen 

Antwort von VUFOLD

10. März 2023

Thank you for your kind review. We are delighted to receive such great feedback on the quality of our products and the 'excellent' service we provide. Thank you for recommending our company.
Kind regards
Vufold

Antwort von VUFOLD

7. März 2023

Many thanks for the 5-star review Nish, and we really appreciate you sharing how pleased you are with the service received.
Best regards
Vufold

Antwort von VUFOLD

17. Feb. 2023

Thank you for sharing your experience - we are delighted to hear how pleased you are with the service received, and thank you for the 5 out of 5 star rating.
Best regards
Vufold

Antwort von VUFOLD

17. Feb. 2023

Many thanks for the 5-star rating David - glad to hear we were able to assist you, and thank you for sharing how pleased you are with the service received.
Kind regards
Vufold

Antwort von VUFOLD

2. Feb. 2023

Hi Lee,

Thank you for your 5 out of 5-star review.

We are sorry that you experienced an issue with 1 of the door panels, and we really appreciate your kind assistance and understanding during our resolution process. If we have made an error, we will always do our utmost to correct this, and thank you for feeding back how impressed you are with our after-care service, and in particularly Cheryl.

Thank you also for sharing how pleased you are with the look and quality of your doors – we would be delighted to work with you again in the future.

Kind regards
Vufold

Antwort von VUFOLD

Aktualisiert am 6. Feb. 2023

Dear Mike,
We are sorry to hear that the outcome of your query did not meet your expectations, and further led you to leaving a 1-star review.

Unfortunately, as the door has been left untreated for 28 months it has experienced water damage, something that is out of our control as a manufacturer. As detailed in our homeowners manual that we emailed to you when you purchased the door, we clearly state that customers should regularly check their doors for any signs of wear and apply a suitable treatment accordingly.

While we suggest that doors generally need treating after two years, this very much depends on how exposed it is to extreme weather. External doors are naturally subjected to the outside elements, and depending on the aspect and location of the property some doors may require maintaining sooner than others.

Our warranty covers all manufacturing faults, however once a product is in situ we can’t be responsible for how our customers choose to maintain their doors and protect them from wear and tear. Unfortunately we cannot control the outside elements and can only advise that you apply a protective finish to prevent any further damage.

Many thanks
Vufold

Antwort von VUFOLD

Aktualisiert am 16. Jan. 2023

Whilst we appreciate your comments stating you 'love' your doors, we are disappointed to hear you feel the service you have received is poor, especially as we have responded to your query immediately and tried to offer advice on how to resolve the issue. The door set you purchased is a self install product and has been installed for over 9 years. They come with easy to adjust hinges and from time to time require some slight tweaks to get them running smoothly again. We are still in communication with you, and it is a process of elimination, the advice we have provided so far was to give you a quick and uncostly resolution, so we feel the review you have left is not a true reflection on the service you have received. We are here to help you, we will continue to assist you and we will get a resolution put in place for you.
Kind regards
Vufold

Antwort von VUFOLD

Aktualisiert am 12. Jan. 2023

Hi Tina,
Many thanks for the great feedback! We are sorry that you did experience an issue, mistakes can happen, however we will never shy away from them and will always go the extra mile to correct any errors. We really appreciate you highlighting how pleased you were with the service you received.10 stars!! That's fantastic - thank you.
Best regards
Vufold

Antwort von VUFOLD

2. Dez. 2022

Hi Paul,
Many thanks for your kind review. We really appreciate you sharing how pleased you are with the quality of your doors - fantastic to hear they exceeding your expectations.
Many thanks
Vufold

Antwort von VUFOLD

Aktualisiert am 15. Sept. 2022

Many thanks for the fantastic review! Whilst product quality and the end result is one of the most important aspects, its easy for good customer service to go unnoticed. We are not the cheapest supplier / manufacturer on the market, however we really appreciate that all our efforts in providing the best overall package has been highlighted by you and thank you for sharing your experience.
Very best regards
Vufold

Antwort von VUFOLD

7. Sept. 2022

Dear Jeannette,
We really do appreciate you sharing how pleased you are with the service you have received, its nice to know that all our efforts in not only providing some of the best quality products on the market, but also, and importantly providing the best possible overall service has not gone unnoticed.
Thank you again for your kind words and they will be shared amongst our dedicated and hardworking team.
Best regards
Vufold

Antwort von VUFOLD

7. Sept. 2022

Many thanks for the fantastic feedback Liam! Thank you for sharing how pleased you are with the quality of you doors and the service received.
Best regards
Vufold

Antwort von VUFOLD

5. Juli 2022

Hi Tim,

Thank you for sharing how pleased you are with the quality of our products and service. Our aftercare service is a vital part of our organisation and thank you for highlighting that all our hard work and efforts have not gone unnoticed.

Your recommendation is very much appreciated, and we look forward to hopefully working with you again on any future projects.

Kind regards
Vufold

Antwort von VUFOLD

Aktualisiert am 4. Juli 2022

Hi Donna,

We are sorry to hear of your disappointment.

The 2 door bifold you have purchased does not have a conventional door handle, instead it is fitted with a hinge pull handle for operating the door, and then a swivel handle to activate and deactivate the lock.

Yes, we did replace the locking handle initially for you as a good will gesture and requested the broken handle back for testing, which we do not appear to have received back. The second handle we did charge you for and it was at this stage we believed the issue was caused by incorrect operation and / or installation.

Before we dispatched your doors, they were installed into a rig at our production facility and tested for correct operation, including locking and unlocking. Having reviewed your case, we do think it is important to highlight that we strongly believe the issue you are experiencing with the lock is due to the incorrect alignment of the doors. This is further supported by your email where you have informed us that the lock operates correctly when the doors are open, therefore when trying to align the lock to the frame, it does not work. If the door frame is not installed square or level this will cause the issue you are experiencing.

Yes we do initially charge for a site visit, however if during the visit the engineer was to find the issue has been caused by a faulty part or by a manufacturing error, then the problem would be rectified and the fee refunded.

We do want to move forward and get this resolved for you.

Kind regards
Vufold

Antwort von VUFOLD

1. Juni 2022

Many thanks for the great review Stephen - your kind words are very much appreciated. We are delighted to hear you are happy with all aspects of the service received and also that you rate our products as 'excellent'. Thank you for the recommendation.
Best regards
Vufold

Antwort von VUFOLD

20. Mai 2022

Dear Ms. Southby,

We are sorry that you are unhappy with our goods inspection policy and felt the need to issue a complaint.

Following delivery, we offer all customers a 72-hour window for inspecting all goods supplied to enable us to instantly rectify any possible issues. This time frame also helps determine exactly when and how any potential damages may have occurred, protecting both ourselves and our customers.

I am sure you can appreciate that the majority of our doors are delivered to sites undergoing construction work, where there is a high risk of them becoming accidentally damaged. Although it may be inconvenient for the customer to thoroughly inspect all goods within 72 hours of delivery, it does enable us to identify any damages that may have occurred pre or during transit. After this time span there is a higher risk of damage occurring while on site, making it harder to determine the cause.

As it was almost a fortnight before you got in touch to inform us of the fault, we are unable to accept responsibility for the reported damage.

On examination of the photographs that you supplied us it is clear that the doorframe has encountered impact damage, this was verified by yourself on the phone when you said that you “thought the frame pack had been dropped and that is what had caused the damages”.

In the same phone call, you went on to explain that “one frame section had impact damages and must have been dropped and the other was just cracked.” However, as these frame pieces were packed together in the same box, this would suggest that both elements would have received an impact blow, resulting in similar damage.

Had the doors been dropped in transit, the extent of the impact on the frame would undoubtedly have been visible on the external packaging. However, on delivery you signed to state that the goods had been received in perfect condition and reported no damage to the packing material.

Unfortunately, when we tried to discuss costs for replacement frames you abruptly ended the telephone conversation and so the issue remains unresolved. Should you want to discuss this further please do not hesitate to get back in touch.

Many thanks,
Vufold

Antwort von VUFOLD

12. Mai 2022

Dear Mr Griffin,

We are sorry that you are disappointed with our service. We can see that you have submitted two individual complaints on different platforms, so we will reply to all points raised.

When you initially contacted us about the issue with the lifting veneer on one of your four internal doors we issued you with an instant replacement, despite the fact that you had used a quick-drying varnish intended for external doors on an internal door.

As we discussed, a ‘water-based’ varnish is generally suitable for the type of door supplied, however, this was based on the assumption that this was a standard water-based varnish specified for internal doors. Naturally, a varnish created to withstand external use will be much harsher - had we been aware of this fact we would have undoubtedly advised against using it.

In addition, the ‘quick-drying’ element of the product could be potentially harmful to the veneer. Again, had we been informed that this was the type of product you were using we would have suggested choosing a much milder treatment.

Regardless of this detail, we issued you with an immediate replacement free of charge. At this point, we clearly expressed our concerns over any further use of the varnish, which had caused damage to the original door.

For this reason, when you contacted us because a second interior door had also been damaged by the same ‘quick-drying external’ varnish we could not justify another full replacement. From your initial experience with the varnish, we were surprised that you attempted to use it on another product and we cannot take responsibility for issues occurring after failing to adhere to our advice. However, as a gesture of goodwill, we still offered you a significant discount on a replacement door.

We are sorry that you have felt the need to issue two complaints on this matter when the problem occurred as a result of the varnish as opposed to the manufacture of the doors. We are also confident that our after-sales team did everything they could to assist you, from issuing a replacement to the first door free of charge, offering a significant discount on a replacement to the second door and fully examining and advising against the future use of the quick-drying varnish.

Many thanks,
Vufold

Antwort von VUFOLD

25. Apr. 2022

Many thanks for the review John. We are delighted to hear you are happy with your purchase and thank you for feeding back how helpful you found the team.
Kind regards
Vufold

Antwort von VUFOLD

Aktualisiert am 8. Apr. 2022

Hi Philip,

Thank you for your kind review and we are sorry that you did experience an issue with your lock. Whilst the locking mechanism did last you 9 years, if there is ever any resistance due to misalignment and / or the mechanism develops a fault, it can cause it to fail.

Thank you for sharing how well our aftercare team handled your query - we are delighted to hear you were happy with the service and support received. Regardless of how the issue was caused we will always do our utmost to offer a resolution and it’s nice to know that all our hard work and efforts have not gone unnoticed.

Many thanks
Vufold

Antwort von VUFOLD

Aktualisiert am 1. Apr. 2022

Dear Mr Shepherd,

We are sorry that you are unhappy with your purchase and that you felt the need to issue such strong views in your feedback.

Unfortunately, as you didn’t report the damage with your door until eight days after delivery this makes it very difficult to allocate responsibility for the damage, especially as the doors were delivered to a site undergoing considerable construction work.

It is for this very reason that we implement a 72 hour inspection policy. This gives our customers adequate time to thoroughly inspect and report any damage, while limiting the chance of the item becoming damaged on site. After being clearly informed of this condition at point of order, this policy was further communicated to yourself in a number of ways:

1. The packaging on our doors is marked with a large sticker clearly stating that all customers must open and inspect all parts and report any anomalies within 72 hours of receipt. In your review you confirmed that this sticker was clearly visible.

2. On receipt of the doors, you personally signed the delivery document confirming that you had checked the item and circled that there was no damage.

3. In addition, we also emailed you a homeowner’s manual, reminding you of the terms of the sale and time frame for checking your order.

Unfortunately, despite giving you numerous reminders to check the door within the time frame, you didn’t raise any issues until eight days after delivery. When we highlighted this point during our phone conversation you told us that you “didn’t have a spare hour to check the goods” and ”wouldn’t spend your time reading the terms and conditions before or even after ordering”.

We respect, as you said in your review, that “not many people would be in a position to install the doors themselves and so wouldn't know what they were actually looking for”, however, as you discovered a “massive crack down the edge of a frame” when you finally opened the package we are confident the damage could have been immediately identified without any installation experience.

Your advice to other customers in your review to “tell the courier to wait whilst you inspect every element of the packages and not signing the "looks okay" form or let the couriers go until checked” is sound advice, as any issues can be dealt with immediately. We appreciate, however, that this isn’t always convenient, hence the additional 72 hours grace we offer.

Despite, failing to adhere to the terms and conditions we have offered you 50% off a replacement for the damaged part, to help rectify the problem. We are sorry if this goodwill gesture makes you feel as though you have been “held to ransom”, this is not the intention, we are simply trying to rectify the issue. We are also happy to refund the item, minus the cost of the damaged part.

While we will endeavour to address your complaint we will not tolerate bullying behaviour. Your confrontational tone and disparaging comments about our staff members and company reputation are not appropriate in resolving this issue.

Many thanks,
Vufold