Nightmare with bifolddoorfactory.co
We're doing a kitchen extension and Having a horrible experience with the bifold door factory (Based in uxbridge). Was told the lead time is 4-6 wks. T's & Cs when we paid deposit said they 'endeavour' to do all orders in 4-6 weeks. So far it's 11 weeks since we sent in approved drawings, and about 14 weeks since we had the surveyor out to measure the opening, about 20 weeks since we paid £5k deposit (50%).
We're a family of 5 and have had no kitchen access since late October (using utility room). Project has ground to a halt as builders can't progress until the windows come.
I'm just doubting they'll ever arrive. The bifold bit is a schuco system so comes from Germany,
Is there anything I can do? At what point would the timeframe be deemed unreasonable? If we went elsewhere at this point, could we take them to the small claims court to get the deposit back?
All last week a guy has been saying they should come this week, that he'd know for sure by Wednesday probably earlier, on Wednesday he said he'd know thurs, thurs morning he said he'd know after 4pm, asked him to update me before the end of his working day - guess what? Nothing. Finally spoke to him 3pm Friday and he suggested they just do frames at the end of the week either thurs fri or sat.
He's just emailed to say it won't be this week after all, now looking at 1st April.
It's the not knowing if they'll ever come that's killing me! Not having a proper kitchen is wearing seriously thin.
Any suggestions appreciated!
I guess starting again would mean a definite 4-6 wk wait? And then a fight for our deposit. But I just don't believe anything they say anymore. Am now dreading messaging builder as he lined up the plasterer in good faith (again). He's being patient but this project should have finished weeks ago.
Should add that I had a thread about this in chat last week and did get some useful advice about trading standards and being misled about delivery times which I have mentioned in an email to them but to no avail yet.
Right so we're now going down the route of seeking a refund and facing that we will probably have to start from scratch with a new supplier. Does anyone know realistically how quickly we could get bespoke schuco or Origin doors? Would Origin be quicker as they're all U.K. Made? Or is there another make we should consider that's faster?
How did you pay the deposit? If you paid by credit card you may have some protection if the delay is costing you money.
Did you specify the latest date you needed the doors by when you placed your order?
Can you visit the company? It's more difficult to fob someone off in person than over the phone.
You won't want to hear this, but have you checked they have their statutory filings up to date with Companies House and they are not in adminstration, etc?
Origin as I understand are the quickest -2 weeks.
Schucco 6-8 weeks I believe.
We paid by bank transfer so no options there.
They've filed accounts with companies house but the last year shows a big loss. One before is ok. Could they be about to go bust? If so though why would they keep promising dates?
No we didn't give a date. Took in good faith their usual lead time 4-6weeks. It's been nearly double that now. I have today written saying time is of the essence and saying we need delivery and installation within 14 days or will be seeking a refund (used a CAB template online). I can see now from twitter that we're not the only people having problems. Total nightmare.
Origin factory seems to be quick but they say it depends on the individual agents. One has told me 6-8 wks. Express bifold said 4-6wks or if supply only for builder to fit, then can be 2 weeks but im not sure my builder has experience in fitting them.
Agh will it ever end!!
Have they given any explanation for the delay ? The thing is April is only 2 weeks away now so are you actually going to get the doors quicker if you go elsewhere at this stage. I used them and also had some problems, but eventually got everything resolved. Who are you speaking to? I suggest making a pain of yourself to their sales managers mobile number and copying their entire management team on all emails !
So ireallywanna did you get the doors in the end and were they ok? I know you're right but I had started to think they couldn't ever fulfill the order. Today for the first time I spoke with the production manager and he's assured me they will come this Saturday after all, with the frames (no glass though). I really want to believe him and he was convincing, but I know I'll spend all the time between now and Saturday wondering if they'll turn up. The next worry will be getting them back for the glass but at least the plasterer will be able to proceed.
yes i got the doors and have to say they are wonderful and as soon as they were fitted i knew it had been worth persevering to get the ones i wanted. I take it you're having a specialist glass ? Seems odd they can't fit it at the same time as the frames.
The glass is standard spec I think they have offered to come with the frames first because they're not ready but I kicked up a stink about not being able to progress the project. Although I'd rather have the whole lot obviously Having the frames would help a little as the plasterer can plaster into/up to them.
Hi Tankerdale, i think you were well within your right to kick up a stink. If the Operations Managers is the one i recall (Tony?) then yes he comes across as convincing but i still felt the need to confirm everything he said on the phone by email also. I know it's stressful but just manage them carefully and they'll come through in the end.
Bifold gave me a provisional date - week beginning 3 April. I called several times last week to find out if/when they were coming this week. Called again today and had an email back saying 'we have had a further delay due to our glass supplier having issues in fulfilling our orders. I believe we are currently looking into other glass manufacturers.'
I've already paid £10,720 to them and they wouldn't accept payment by credit card so I'm feeling really exposed. We went with them on our architect's advice to find Schuco glass. I have no idea what alternative suppliers they're looking at but I have builders waiting. The deposit was paid last November (£5360); the second, pre-production payment for the same amount paid at the beginning of Feb.
We used express bifolds and couldn't be happier. They provided a really professional service. The lead time was 8-10 weeks, but they were worth the wait.
OP Did you get your doors on Saturday? Thanks for posting about this as it's made me definitely decide to find a company that will take a credit card payment and to avoid this one when we buy our doors! These kinds of shenanigans sound like a company struggling to keep trading.
Tankerdale, did you get the frames in at the weekend as promised? My builder has suggested the same idea in order to keep things moving on site. No replies to my emails. What is the name of the production manager you managed to speak with?
Join the discussion
Registering is free, easy, and means you can join in the discussion, get discounts, win prizes and lots more.Register now
Already registered with Mumsnet? Log in to leave your comment or alternatively, sign in with Facebook or Google.
Please login first.