Bought 3 electrically opening roof lights from roofmaker. Great sales service and delivery - product is good quality and easy to install. However I’ve had a very slow experience with their customer se... See more
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Review summary
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Reviews shaping this summary
Even though I’m based in Scotland and Roofmaker are around five hours away, Stella was brilliant at arranging a visit as quickly as possible. The motor had worked perfectly for almost 10 years before... See more
I would like to thank Abbs Jamal for his patient guidance while arranging four roof lights for my attic extension. Abbs always answers his phone quickly, is very well informed on all aspects... See more
We had three skylights fitted just over 12 months ago one of which was powered by a motor to enable it to open. We have had a few issues with the control panel and rain sensor which have had to be rep... See more
Company details
Written by the company
Roof Maker design, manufacture and supply world class rooflights. Our unique, patented suite of products deliver the sleek innovation, quality and durability to transform your bold vision into breathtaking reality.
Contact info
1 Pinfold Road Thurmaston , LE4 8AS, Leicester , United Kingdom
- 0116 269 6297
- sales@roof-maker.co.uk
- roof-maker.co.uk
4.2
Great
2k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 82% of negative reviews
Typically replies within 2 weeks
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Guarantee Issues which ultimately did get resolved.
I have two roof lanterns fitted however at least half of the glazing had failed (with condensation as previous purchasers have also discovered) they were replaced by roof maker less than a year ago…,,
However this year one of the pains suddenly shattered for no apparent reason.. I contacted roof maker and they said I could have broken it ? So they would not replace.
I explained I had not broken it and that they should come and see for themselves that that was the case..
I heard nothing back for a while but eventually they sent a large bill for the replacement.
I had an independent inspection and also by the “furnishings and Home improvement Ombudsman.
The agent (un officially) laughed as he said there was no physical way I could have damaged it as it was the CENTRE pain of a TRIPLE glazed unit that had failed and that it was most likely a manufacturing fault..
I contacted roof maker a week ago and they had not responded (again) so I emailed them today to say it clearly wasn’t anything to do with me and that it needs to be replaced at their cost as it is still under warranty.
Their response (as if they are doing me a favour?) on this occasion, will give you the glass but fit it yourself..
“Broken glass isn’t covered”
well it has been proved I could not possibly break a piece of glass sandwiched between two (unbroken pains) and that it is a manufacturing fault so it should be covered under the warranty.
This is not acceptable and I will be pursuing the matter all the way and legally if I have to. I did warn them I would be writing it up regardless on trust pilot to give them a chance to do the right thing….
I will continue this review as I hear more from roof maker and let you all know the conclusion..
09/12/24
An Update…..
I was contacted directly by the CEO regarding my experience who I must admit was very apologetic and wanted to resolve the issue to my satisfaction.. He had only been in the position a few months and was keen to move forward from perhaps more questionable management prior…
This is all good news and after speaking with Emma, the pain was promptly replaced and is now satisfactory..
Due to the multiple issues I have had over the years with my roof lanterns, naturally I am concerned moving forward with any future potential issues however I have been told that the previous (known issues) have been resolved with new manufacturing processes and if I have any further issues, I am to contact them at the highest level for resolution. This is most welcome..
I must also add that when the pain was removed, the Roofmaker fitters could clearly see it was caused by thermal expansion as the edges of the centre pain were protruding beyond the inner and outer pain thermal seal which is what the ombudsman had also derived.
Regarding the “star” rating I have amended it from 1 to 3. I believe it is only fair to the public who read these reviews to know the full story. The unfortunate truth is that as I have written about earlier, I was sidelined for months and it was purely due to my review here and my own independent inspection that things changed..
I honestly did not want to put this experience in to print however I gave Roofmaker an opportunity to resolve this to my satisfaction as I was going to write a review regardless and it’s direction would be weighted by their response / resolution…
As you now know it has been resolved to my satisfaction and I am of course grateful but you can see the back story and it should never have come to this. I appreciate the CEO is new and I must stress he was most helpful. I hope moving forward that customers genuine issues are given the credibility they deserve..
Again thank you
06/03/25
Unfortunately a further issue
I contacted Emma Mackay a week or so ago due to a further issue with some of my glazing units and she got back to me straightaway. I’m pleased to say that she got right on to the issue and had a team of engineers come out and replace the faulty units very quickly. I was exceptionally pleased with the result and more importantly the commitment from Roofmaker to do the right thing (thank you CEO Kishan Bhogaita) for being true to your word to me and steering your company towards excellent customer service.
Consequently I have yet again update the score upwards for the business (4*) Again thank you !
5 August 2024
Unprompted review
Reply from Roof Maker Ltd
UPDATE:
Dear Anil,
Thank you for your thoughtful and honest update. We truly appreciate the time you’ve taken to share your experience and provide detailed feedback.
I’m glad that the issue has been resolved to your satisfaction and that our MD and team could work with you to address your concerns. We are committed to improving our processes and ensuring that every customer receives the care and attention they deserve. It’s reassuring to hear that the new manufacturing processes have addressed the previous issues, and we will continue to prioritise quality and customer satisfaction moving forward.
I completely understand your concerns about potential future issues, and please rest assured that we are here to support you if anything arises. Your feedback is invaluable, and it helps us identify areas where we can do better.
Thank you for recognizing the efforts made to resolve your concerns and for updating your review to reflect the full story. We hope to restore your confidence in us over time and ensure a seamless experience with any future interactions.
If there’s anything more we can do for you, please don’t hesitate to reach out.
Kind regards,
Roof Maker
ORIGINAL RESPONSE:
Dear Anil,
Thank you for taking the time to share your feedback. We understand your frustration and appreciate the opportunity to address your concerns.
As discussed in detail during your conversation with our Managing Director, the nature of glass means that spontaneous breakages can occur due to a variety of factors outside of anyone’s control, including thermal stress, environmental conditions, and handling during or after installation. While these occurrences are rare, they can happen, and we are committed to addressing such issues in a fair and professional manner.
Please be assured that Roof Maker is a professional business with a strong track record, having been in operation since 2001. We fully stand behind our products and warranties, and we take our commitment to customer satisfaction very seriously. Following your discussions with us, we are pleased to have agreed on a resolution to address the outstanding issue in December. This reflects our ongoing effort to work closely with all our customers to ensure they can fully enjoy the benefits of our high-quality products.
Since the business was repurchased last year by its original founders, we have implemented processes aimed at providing the best possible service and support to our customers. Your feedback is invaluable in helping us continue to improve, and we hope the agreed resolution meets your expectations.
If you have any further questions or concerns, please don’t hesitate to reach out. We are here to help and ensure this matter is resolved to your satisfaction.
Thank you for your patience and understanding as we work towards a conclusion.
Kind regards
Roof Maker
Reply from Roof Maker Ltd
Dear customer,
Thank you so much for taking the time to share your feedback!
We’re delighted to hear that you found our service efficient and knowledgeable. Your positive words are truly appreciated and motivate our team to continue delivering excellent service.
If there’s anything more we can do for you or if you have any further comments, please don’t hesitate to reach out. We look forward to serving you again in the future!
Kind regards
Roof Maker
The Warranty works!
We've had a Roof Maker skylight for some 7 years. Recently we noticed some condensation at one end - contacting Roof Maker and getting confirmation that this was an issue they would resolve under the Warranty was straightforward, met with a positive response and excellent work when the issue was fixed. It's nice to know that this company stands behind the Warranty if offers.
7 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Steve,
Thank you so much for sharing your experience with us! We’re thrilled to hear that you’re happy with the resolution of the condensation issue and that our team was able to support you promptly and effectively.
It’s always our priority to stand behind the products we offer, and we’re glad that this was reflected in the service you received.
We really appreciate your kind words and are grateful for your continued trust in Roof Maker. If you need anything further, don’t hesitate to reach out!
Kind regards
Roof Maker
Appalling service & installation.
Really disappointed with the service from RoofMaker. I paid extra for delivery & installation & wish I hadn’t. The installers only place the lantern on your roof, they don’t actually fit it properly. Complete waste of money. They used unmatching screws through the frame, & scratched the paintwork in the process. They only used a thin bead of silicon underneath, leaving 1cm gaps all round, so the rain could get in. They didn’t bother to use the tape on the frames, which they come supplied with for ‘extra security’, and they don’t wire up any electric functions either, you also have to sort that yourself. It took weeks to get a response and when I did I was told I should have read the small print better. I have been offered a black pen to cover up the scratches made. It is up to the customer to flash the lantern and to make it weathertight. The customer also needs to source an electrician to wire up the rain sensor and climate control unit (which they forgot to bring with them and had to post. It’s now arrived, but with no instructions).
14 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Lisa,
Thank you for sharing your feedback. We sincerely apologise for the issues you've encountered with your recent installation. We fully understand your frustration and would like to address the points you've raised.
Regarding the rooflight installation, please note that as the unit was factory-assembled and delivered as a complete unit for ease of installation, which is the service that you paid for. As such, you would not have been present to see all the relevant steps. We use standard stainless steel screws to secure the rooflight to the upstand, along with a silicone bead. The silicone is intended solely to fix the unit to the upstand, not for weatherproofing. The weatherproofing and watertight seal are actually achieved through the flashing that is installed along the timber and aluminium upstand, which is designed to protect the rooflight from the elements. This was communicated and clarified at the time of placing the order.
We regret that your rooflight had some scratches during installation. The touch-up pen is an effective method to resolve this, and we are confident it will address the issue.
Regarding the glazing tape you mentioned, this is pre-applied as part of our factory assembly process. As the unit was delivered assembled, there is no need for additional tape installation on-site.
We would like to clarify that our engineers do not handle electrical wiring, as they are not trained electricians. We apologise for any confusion regarding this. We also regret that the climate control unit was initially forgotten during the delivery, but we acted swiftly to have it sent to you. The instructions for the climate control unit are included in our electrical guide, which was provided to you at the time of placing the order and is also available on our website.
We understand that the installation process did not meet your expectations on this occasion, and we apologise for any inconvenience caused.
Please be assured that we take all customer feedback seriously, and we will review our internal processes to ensure that we continue to improve our service.
If you have any further questions or need assistance, please don’t hesitate to contact our Customer Services Manager, Emma Mackay, at emma.mackay@roof-maker.co.uk.
Once again, we apologise for any inconvenience caused and appreciate your understanding.
Kind regards
Roof Maker
From 1 star to 5 with Emma’s incredible customer service
I wrote a one star review on 22nd Oct as was having incredible trouble getting hold of anyone at Roof Maker, despite many tries via emails and calls. After leaving a review I was immediately contacted and directed to Emma Mackay to help me out. The customer service I received from Emma changed my rating from 1 star to 5! I had an instant response from Emma who was knowledgable and super helpful. I didn’t have to wait hours between replies as you do with most companies. After a few quick emails and photos she had the problem solved and sorted. I couldn’t have asked for any better service. Thank you Emma - you are a star (well 5 actually!)
I’ve just recommended Roof Maker to a friend now!
2 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear customer,
Thank you so much for sharing your updated review!
We’re thrilled to hear that Emma was able to turn your experience around and provide you with the exceptional service we always strive for.
We understand how frustrating it can be when reaching out doesn’t go as smoothly as expected, and we’re grateful for your patience and for giving us the chance to make things right.
We're delighted Emma could help resolve the issue quickly and effectively. Your recommendation means a lot to us, and we’ll make sure your feedback is shared with the team so we can continue to deliver the high standard of service you experienced.
Thank you once again for your kind words and your support!
Kind regards
Roof Maker
Very helpful
I received helpful, professional service from Lee who guided me to the right lantern skylight for our property. I would highly recommend this company!!
31 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Mrs F,
Thank you so much for sharing your experience! We're thrilled to hear that Lee provided helpful and professional service, guiding you to the perfect lantern skylight for your property.
Customer satisfaction is our top priority, and it’s wonderful to know we hit the mark for you.
We truly appreciate your recommendation and look forward to serving you again in the future!
Kind regards
Roof Maker
No hard sell
Having recieved an on line quote for roof light,from Roof Maker,I recieved a call from them to discuss my options.. Sarah was informative and pleasant,no hard sell,which I was grateful for. The quote and all relevant information was promptly emailed to me. Though i could get this cheaper from elsewhere I feel that this is who I will be buying my roof light from,as feel I have complete trust in the company and product.
28 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Mrs Curtis,
Thank you for your thoughtful review! We're delighted to hear that Sarah provided an informative and pressure-free experience—it's very important to us that you feel fully supported in making the best choice for your needs.
We’re honoured by your trust in both our team and our product quality, even with other options available.
Please don’t hesitate to reach out if you have any further questions, and we look forward to helping you bring your project to life!
Kind regards
Roof Maker
excellent service again
Bought from this company many times and everytime Joanne is excellent. She has the time to give many prices on different options and is very helpful. Everything is easy to order and delivery is very good.
30 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Simon,
Thank you so much for your kind words and for being a loyal customer!
We're thrilled to hear that Joanne has consistently provided you with excellent service and helpful guidance. She takes pride in ensuring each customer finds the best options, and we're glad this shines through in your experience.
We’re also happy to hear that our ordering and delivery processes have made things easy for you.
We look forward to continuing to serve you and meeting your needs. Thank you again for your support!
Kind regards
Roof Maker
Only a quote !
Phone up to get a quote, guy on the phone helpful and prompt. Got price over the phone which is good. And email followed shortly after.
I can’t comment on the product on delivery but form the experience I had over the phone was brilliant.
30 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Josh,
Thank you for sharing your positive experience! We're glad to hear our team member was helpful and provided you with a prompt quote and follow-up.
It’s great to know that the process met your expectations. We look forward to delivering a product that matches your experience over the phone, and if there’s anything more we can assist you with, don’t hesitate to reach out.
Thank you again for choosing us!
Kind regards
Roof Maker
Customer Service helped me in…
Customer Service helped me in diagnosing an issue with my control unit, instead of just selling me a replacement the lady did everything she could to try and diagnose and fix first before having to pay for a replacement.Highly Appreciated keep up the good work and a big thank you to Roof Maker
23 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear John,
Thank you so much for your kind words! We're thrilled to hear that our customer service team was able to assist you in diagnosing the issue with your control unit.
Our goal is always to prioritise our customers' needs and explore all options before suggesting a replacement. We truly appreciate your support and feedback.
If you need any further assistance, please don't hesitate to reach out. Thank you for choosing Roof Maker!
Best regards,
Roof Maker
Good Service
Good service, I had an issue with one of my blinds but after ringing customer service, they were able to talk me through the options on the phone and sent me a guide for future reference, now my blind is working better than ever! Thank you for your help
21 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Elliot,
Thank you so much for your kind words!
We're thrilled to hear that our customer service team was able to assist you and that your blind is working better than ever. We strive to provide the best support possible, and it's great to know we could help resolve your issue.
If you ever need anything else, please don’t hesitate to reach out.
Thanks again for your feedback!
Kind regards
Roof Maker
Sales Team
MDT Electrical would like to thank not just the technical team but their sales team for their help and support with our enquiry.
As well as being extremely professional their support and sales team where outstanding
22 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Michael,
Thank you so much for your fantastic review!
We’re delighted to hear that both our technical and sales teams provided you with the support you needed. Your recognition of their professionalism and outstanding service means a lot to us.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out. We’re here to help!
Thanks once again!
Kind regards
Roof Maker
Poor customer service
We bought three skylights with electric blinds. The quality of the skylight looks good but one of the blinds stop working rapidly and the customer service assisting with fixing the electric blind was below average. The team onsite came first to look at the blind and got a parking ticket. They reported internally that I stated they could park on a resident permit space which I could not have said as it is obviously not true. The team came again to install the repaired blind and damaged a wall light whilst installing the repaired blind. Instead of reporting it, they remained silent and customer care considered I lied about this event based on what their team reported of their visit, with no further consideration for their customer. Communications from customer service were accusative and rough. It was an unpleasant encounter where I could measure the lack of professionalism in their relations with customers.
10 September 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Catherine,
Thank you for sharing your feedback with us and I would like to address your concerns directly.
We are glad to hear you are pleased with the quality of the skylights. However, I sincerely apologise for the issues you experienced with the electric blinds and our customer service. Our commitment to professionalism is at the forefront of our operations, and we take ownership of any errors that may occur.
Following an internal investigation regarding the damaged wall light, our team maintains that they did not cause the damage. The service engineers confirmed and raised a damaged lamp with your house keeper on site who confirmed that they had damaged the lamp previously before our team were on site. However, we recognise that we should have communicated all potential issues with your directly whilst on-site. Clear and transparent communication is essential, and we regret not informing you about the broken light that our service engineers found at that time.
We also understand that the parking situation added unnecessary confusion and frustration to your experience. We will reinforce this with our staff to prevent future occurrences.
I apologise for the tone of our customer service communications as well. It is never our intention to come across as accusative or dismissive, but as you will appreciate the team naturally aim to defend the business when we are not at fault in a professional manner. However, we will address this internally to ensure our interactions are more respectful and supportive.
Your feedback is crucial to our growth, and we are committed to improving our processes. Please feel free to reach out to the Customer Services Manager, Emma Mackay directly at emma.mackay@roof-maker.co.uk to discuss any matters further.
Thank you for your understanding, and we hope to regain your trust.
Kind regards
Roof-Maker
Simply good customer relations
I called up today and was greeted by a happy engaging voice on the end of the line, who was willing and helpful, and simply and happily took me through the process of purchasing the windows I needed. No hassle, no problems.
15 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Bill,
Thank you so much for your kind words!
We're thrilled to hear that you had a smooth and enjoyable experience with us. Providing helpful and hassle-free service is what we strive for, and it's great to know we were able to meet your expectations.
If you need anything else or have any questions in the future, don't hesitate to reach out.
We appreciate your business and look forward to serving you again!
Kind regards
Roof Maker
Great Customer Service.Had several conversations with…
Had several conversations with Lee..just to make sure I ordered the correct size and skylight for our needs.Was more than helpful great customer service would highly recommend..Haven't recieved skylight yet but am sure it will all go smoothly if customer service is anything to go by.
8 October 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Dave,
Thank you so much for your kind words and recommendation!
We're thrilled to hear that Lee provided such great customer service and helped you find the right skylight for your needs. Your confidence in us truly means a lot.
We're looking forward to the delivery and are confident you'll love your new skylight.
If you have any further questions or need assistance when it arrives, please don't hesitate to reach out.
Thanks again for choosing us!
Kind regards
Roof Maker
Designer rooflights
Attractive well engineered quality products. Helpful and knowledgable staff. Short lead times and fair prices plus 20 year warranty, “what’s not to like”?
27 September 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Maurice,
Thank you so much for your thoughtful review! We’re thrilled to hear that you found our products both attractive and well-engineered, and that our team provided helpful and knowledgeable service.
We're also glad the lead times, pricing, and our 20-year warranty met your expectations. Your satisfaction is our top priority, and we’re happy to know we hit the mark for you.
If you ever need anything in the future, please don’t hesitate to reach out.
Kind regards
Roof Maker
VERY ELEGANT DESIGN
I chose Roof Maker for its super elegant slim design.
The sales, ease of service, speed of manufacture, and excellence of delivery give me confidence that I am dealing with a great firm.
My unit is not yet installed, so a second review will be needed after we have gone through the first winter.
May Roof Maker be a very successful company! It probably already is!
Highly recommended
Chris Moyler
Tunbridge Wells UK
2 September 2024
Unprompted review
Reply from Roof Maker Ltd
Hi Chris,
Thank you so much for your kind words and feedback! We're thrilled to hear that you're pleased with the elegant design, sales process, and delivery experience. It’s always our goal to provide top-tier service, and it's wonderful to know we’ve met your expectations so far.
We look forward to hearing your thoughts once your unit has been installed and you’ve experienced its performance through the first winter. We're confident it will meet your needs, but we're always here to assist if you have any questions.
Thank you again for your recommendation, and we truly appreciate your support.
Kind regards,
Roof Maker
Leebaan has been great throughout the…
Leebaan has been great throughout the process of ordering our roof windows. He couldn't have been more helpful and accommodating when I needed to make changes in our window design to make sure everything was perfect for us. Thanks Leebaan!
6 September 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Louis,
Thank you so much for your kind feedback! We’re thrilled to hear that Leebaan provided you with excellent support throughout your ordering process.
It’s always our goal to ensure that every detail is perfect for our customers, and we’re glad that Leebaan was able to accommodate your design changes to your satisfaction.
If there’s anything else we can assist you with in the future, please don’t hesitate to reach out. We truly appreciate your business!
Kind regards
Roof Maker
Reply from Roof Maker Ltd
Dear Dawn,
Thank you so much for your kind words!
We're thrilled to hear that you found our response prompt, thorough, and informative. Providing timely and comprehensive support is something we strive for with every customer interaction.
If you have any more questions or need further assistance, please don't hesitate to reach out.
We're always here to help!
Kind regards
Roof Maker
Sarah at Roofmaker has been fantastic
Sarah at Roofmaker has been fantastic, she has been very informative, offering advice on fitting procedure.
I would highly recommend Roofmaker Ltd
13 August 2024
Unprompted review
Reply from Roof Maker Ltd
Dear Leigh,
Thank you so much for your wonderful review!
We're thrilled to hear that Sarah provided you with such excellent service and helpful advice on the fitting procedure. At Roof Maker, we strive to ensure our customers have the best experience, and it's fantastic to know Sarah made a positive impact.
Your recommendation means a lot to us, and we’re grateful for your support. If you need any further assistance in the future, please don’t hesitate to reach out.
Thanks again!
Kind regards
Roof Maker
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