Dreadful after sales service
We ordered 16 internal oak doors from this company. 10 oak doors and 6 to be painted in farrow and ball Wimborne white (at an additional cost) to match our existing skirting and architraves. The oak doors appeared to be okay and matched the sample we had been given. The painted doors were a huge disappointment. They looked as if they had simply been primed with an undercoat.
This has been a major refurbishment with many trades involved. All of whom commented on the bad finish to the painted doors.
We contacted Doorsan but were very disappointed to be told as we had chosen an open pore finish and that was that. They were very dismissive. We ended up
paying our decorator to paint the doors to a satisfactory finish. It took three coats of paint.
Three of our oak doors started to split down the veneered middle. We were horrified. We contacted Doorsan again and were asked to send photographs. It was accepted that this was a fault and replacement doors were ordered.
In the meantime we had ordered two further doors for a new opening.
When they arrived our joiner discovered they did not match the original doors at all. The oak was much lighter and seemed to have a different lacquered finish. We did not hang the doors and once again contacted Doorsan and sent photos. The response was that all oak is different and basically they were not prepared to do anything about it.
We were then very concerned about the three new replacement doors and as we had feared they arrived not matching our original doors at all. Even the Doorsan delivery men agreed they did not match and were equally surprised at the colour of the two previously ordered additional doors. In fact the guys offered to photograph the doors to show head office the difference. I advised not to bother as we had already been told the firm were not prepared to help.
We decided to refuse delivery of the replacement doors as they would look ridiculous next to the original doors.
After a heated discussion with Luke I commented that the customer service was abysmal. His reply was “you are only saying that because I am not doing what you want”. I found this comment insulting and upsetting. I made the comment because the after service is truly deplorable.
Having posted a review on the Doorsan website I received a reply from the owner. He agreed the doors were different but his only offer was to return the refused delivery back to us free of charge! Never once was it suggested that Doorsan would cover the cost of our joiner having to remove three faulted doors and hang three new ones.
We simply wanted five doors that match our original ones and now have the cost of employing a French polisher to try and sort out the two doors we still have in our possession and to live with three faulted doors that are at least the right colour.
We feel utterly let down by this company and could not recommend them.