Montrose Glass

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11 Weston Chambers, Weston Rd, Southend-on-Sea, Essex SS1 1AT, England
Montrose Glass
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Be the first to write a review

Montrose Glass

11 Weston Chambers, Weston Rd, Southend-on-Sea, Essex SS1 1AT, England

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Montrose Glass in Southend-On-Sea are yet to add a description of their glass and glazing services

Reviews

2.5
13 Trustpilot Reviews
A
September 10, 2020
Nothing as advertised - and terrible customer service experience
Having been let down by one glazier, I called Montrose. All very friendly and efficient, especially the bit where they need your credit card details. Booked in for 1-4pm but I had asked for it to be sooner than later. 3.30pm arrived and I phoned to find out whether someone was coming. A stressed male told me the glazier was running late but would be coming and would phone. Around 3.55pm another stressed male phoned - he wasn't going to do the job but was sending his colleague to measure up because they had run out of materials and would have to return the next day. No face masks as I had requested, so I had to give them a packet of surgical masks. The second stressed male measured up, removed the broken glass I had placed in a box and told me he would use the window frame wood torn off to mend the window and would be back by 9am next morning. Apparently last night my address was not good at 4pm but would be at 9am. I had told him to come earlier than 9am if he wanted. He said he would phone this morning, he didn't. It is now 9.40am on the appointed morning. I phoned Montrose who told me he was running late - they couldn't tell me how late or where he was coming from, but took a punt on 10am as ETA. They had quoted £245 plus VAT as opposed to the £165 plus VAT of my first quote from the no-show glazier, so I had been expecting good service. It's just all marketing, though - "Montrose, the name you can trust", the pre-recorded system declares - "friendly glazing expert. Family run firm, 30-90 minute emergency response times". All that cuddly stuff and no action. I have hardly seen any face and it is day two. Not optimistic, at 10am this morning, I phoned and spoke to the Operations Manager himself, I later discovered. I was obviously not happy with their service and he asked me what I would like him to do. I wanted to make a complaint about their company in writing. Montrose do not like complaints, especially written ones, as they like to deal with them head on and straight away. Head on is exactly how they deal with them, it seems - the operations manager really goes to town on any whiff of a complaint. So much so that I told him there was a ring on the doorbell and put the phone down. He was having none of that and phoned back straight away in high dudgeon, obviously furious that I had ended the increasingly confrontational call - except it seems by complaining I was the one being confrontational in his mind. I persevered this time and listed all my complaints. His concern over what he termed "further animosity" towards his contractors and the need to stem this before they arrived resulted in another fuelled confrontation, as if he were afraid I might lunge at them or something, the moment they appeared. The only animosity I felt was in evidence was not coming from me. However, in sum, there was an apology that apparently the booking time for yesterday was 1-5pm and not 1-4pm as I had been told - and apparently they were not aware that the subcontractor attending had rescheduled for today. I was also, apparently, this morning at 10am, three or four sheets of paper away from them actually actioning today's delay and pipped them to the post by calling. But by 10am today I had been waiting for 24 hours for the window pane to be replaced. It was replaced within 10 minutes, using the original broken beading, one piece of which was missing, so silicon was used instead of beading and silicon was also used to replace a another missing piece of wood. Yesterday I was asked the colour of the wood as if they would replace it - but no. If I had had a piece of glass cut, I could have done it myself - as it is, I have to buy and cut a piece of wooden beading to replace the missing pieces that mysteriously disappeared after the fire brigade broke into my property needlessly when I was away. So my window is still in need of repair, but I do now have a piece of glass, which I could have sourced myself and fitted - plus the memory of a very unpleasant phone call with Montrose's operations manager. It cost me 24 hours of waiting and £245 plus VAT to achieve that. I had been told during the calmer moments of the heated exchange that Montrose also prefer to deal with complaints "head on" and "straight away" to avoid bad reviews. It didn't work this time. Personally, I would avoid - and certainly until they have a complaints procedure in place that does not involve blaming the customer at high velocity. As an update, the contractors arrived and the work is of such a poor standard that this evening the operations manager phoned me at home to ask if I wished them to attend and put it right. Given another confrontational conversation took place tonight because he is disappointed with this review - and cannot understand why I could possibly view him in a negative light as a person or for his customer service skills - I said no.
Nick Symons
September 03, 2020
Steer clear
Initial adviser Byron very polite and helpful. However the first appointment was not attended and WE had to call Montrose Glass to find out why. 3 hours we'll never get back. The next appointment the following day was attended, and the glazier said he was popping back to his workshop for no more than half an hour. Two and a half hours later we called operations manager who had failed to call and say the glazier wasn't coming back until the next day because it was a two person job. Three more hours we'll never get back. We arranged for another glazier from a different company who could turn up within the hour.
Lynn
July 27, 2020
Do not use this company unless you have…
Do not use this company unless you have patience to wait months for an answer and a sense of humor when they get everything wrong. Dreadful. They have no idea of customer service and worse they couldn't care less. On asking them today if waiting nearly a month for a quote was usual they simply didn't answer but spoke as if I hadn't asked the question. They really do not want the business, but their profits are down and liabilities are up, as per companies house, and so they won't be around for long.
Simon D
July 24, 2020
Retrieved a stone from the dogs mouth
Retrieved a stone from the dogs mouth. Proceeded to throw it through an open window. It wasn’t an open window. *sigh. Yes it was expensive but they turned up as promised within 5 hours and delivered a good job replacing a pane of glass in an exposed location that I wouldn’t have felt happy leaving exposed.
Sarita Rumnah
July 09, 2020
The worse experience ever!
The worse experience ever!! Placed an order on the 22nd of June. It was an emergency and because of an emergency they charged nearly £800 just to replace a window and door glass. They promised to get it done within days and now after weeks still has not been done. The so called manager Dean Simpson is the worse manager I have come across. He is not fit for a manager as he is rude and sarcastic. They even Refused to refund the money. Every week we call them for an update and they have a different story to tell. They are crap company and not genuine at all. If you don’t want headache, then don’t use this company.
Jeremy Mitchell
May 18, 2020
Never again
Four missed appointments, letter of complaint went unanswered. Also, a very high price (£148) for a very simple, small job - replacing a cat flap - that took 15 minutes.
Harriet
March 31, 2020
Nightmare from start to finish
Nightmare from start to finish. I wanted a cat flap fitted in my glass door, which I thought was an easy job. It was a chaotic mixture of cancellations meaning more days I had to take off work to fit around them, wrong measurements resulting in more delays and having to buy a different cat flap, them calling the wrong customer to say the glass panel had been dropped when it was actually someone else's panel, and even when it was eventually fitted, the door doesn't shut unless you slam it as the glass is too heavy. I informed them of this issue, they said they would get the glazier to come and fix it. I waited 2 days for them to contact me to arrange this and in the end said I would sort it myself. They then offered me £50 back if I removed my reviews. I removed them, waited over 2 weeks, no £50 arrived. So reviews are back up. Would not recommend to anyone.
Raymond Spragg
February 27, 2020
Proper rip off merchants
Proper rip off merchants, I was charged nearly £500 to board up a garage doorway. I priced up material myself the next day, £48 !!! Don't use them !!!
Alison Greene
December 16, 2018
First class service
First class service This Company responded to my request quickly and with courtesy. The member of staff who turned up, within the time frame given, then did an excellent job. Very professional service and reasonably priced.
Camilla Phillips
August 12, 2018
Unpleasant experience
Unpleasant experience. Granted I accidentally rang an emergency line to enquire about a glass shelf that had collapsed which needed a specifically sized pane and granted although I was speaking to a "glazing expert", I was apparently overstepping the mark when I asked about alternative sources to get said pane. The expert was borderline rude and then put me on hold for several minutes with no explanation after which time I hung up.  I grumbled via email and was called back with a non apology involving explanations about priority calls etc.  Being a doctor I know something about triage and have never knowingly put a sore toe on hold in favour of a chesty cough (And how many dire emergencies involving glass can there be,  honestly,  that can't be spared a simple "contact a glass shop" before ending a call instead of sticking someone on hold?) The overly forceful explanation of what "prioritising" means that constituted most of the "apology" - i must be upset, the quotation marks have invaded - was patronising and bordering on the mansplainy. I fully admit I called the wrong number for the wrong item but the attitude was undeserved and at no point was any useful information such as 'wrong line' for example or 'go to Homebase, duh,' imparted.  I'm sure the business does what it says on the tin but the customer service,  and at no point was I rude or demanding,  leaves a lot to be desired.
Robert D.
July 04, 2017
Yawn - What a waste of time!
Yawn - What a waste of time! Disappointing. First appointment, turned up late... no call beforehand, no apology! Clearly don't want/need the business! Lack of communication. Two weeks later, still no response to requests to return and finish the £310 job! Emailed today to ask if they are in administration or something as this is not how a proper business conducts itself in 2017! Will not use again... don't bother with this company... this service belongs in 1973 when service was non-existent!
cat
December 06, 2016
FInd someone else
Called in state of panic as I'd been broken into and needed a door boarding. No empathy, no idea on cost just take your card details and organised someone to come. can not fault the contractor that came out... However, I didn't get a receipt with a price on, called and asked if I'd get this as I need it for the insurance people. informed yes I would get one. Found out today (from online banking) that I've been charged over £230 for 15 mins work and a piece of plywood. No call out charge blasted all over their website but that doesn't matter they just charge it into the job. Now waiting patiently for my receipt and hope the insurance will reimburse! if you read this Montroseglass please change your process and give an estimate of the work so an informed choice can be made - also an idea of the cost BEFORE you charge someone's card would be good practice
Customer
March 19, 2015
ABSOLUTE SHAMBLES OF A COMPANY. DO NOT USE.
Total Cowboys. Charge far too much. I advise not to use them under any circumstances.

Location

11 Weston Chambers, Weston Rd, Southend-on-Sea, Essex SS1 1AT, England
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2.5
13 Reviews
Write a review
A
September 10, 2020
Nothing as advertised - and terrible customer service experience
Having been let down by one glazier, I called Montrose. All very friendly and efficient, especially the bit where they need your credit card details. Booked in for 1-4pm but I had asked for it to be sooner than later. 3.30pm arrived and I phoned to find out whether someone was coming. A stressed male told me the glazier was running late but would be coming and would phone. Around 3.55pm another stressed male phoned - he wasn't going to do the job but was sending his colleague to measure up because they had run out of materials and would have to return the next day. No face masks as I had requested, so I had to give them a packet of surgical masks. The second stressed male measured up, removed the broken glass I had placed in a box and told me he would use the window frame wood torn off to mend the window and would be back by 9am next morning. Apparently last night my address was not good at 4pm but would be at 9am. I had told him to come earlier than 9am if he wanted. He said he would phone this morning, he didn't. It is now 9.40am on the appointed morning. I phoned Montrose who told me he was running late - they couldn't tell me how late or where he was coming from, but took a punt on 10am as ETA. They had quoted £245 plus VAT as opposed to the £165 plus VAT of my first quote from the no-show glazier, so I had been expecting good service. It's just all marketing, though - "Montrose, the name you can trust", the pre-recorded system declares - "friendly glazing expert. Family run firm, 30-90 minute emergency response times". All that cuddly stuff and no action. I have hardly seen any face and it is day two. Not optimistic, at 10am this morning, I phoned and spoke to the Operations Manager himself, I later discovered. I was obviously not happy with their service and he asked me what I would like him to do. I wanted to make a complaint about their company in writing. Montrose do not like complaints, especially written ones, as they like to deal with them head on and straight away. Head on is exactly how they deal with them, it seems - the operations manager really goes to town on any whiff of a complaint. So much so that I told him there was a ring on the doorbell and put the phone down. He was having none of that and phoned back straight away in high dudgeon, obviously furious that I had ended the increasingly confrontational call - except it seems by complaining I was the one being confrontational in his mind. I persevered this time and listed all my complaints. His concern over what he termed "further animosity" towards his contractors and the need to stem this before they arrived resulted in another fuelled confrontation, as if he were afraid I might lunge at them or something, the moment they appeared. The only animosity I felt was in evidence was not coming from me. However, in sum, there was an apology that apparently the booking time for yesterday was 1-5pm and not 1-4pm as I had been told - and apparently they were not aware that the subcontractor attending had rescheduled for today. I was also, apparently, this morning at 10am, three or four sheets of paper away from them actually actioning today's delay and pipped them to the post by calling. But by 10am today I had been waiting for 24 hours for the window pane to be replaced. It was replaced within 10 minutes, using the original broken beading, one piece of which was missing, so silicon was used instead of beading and silicon was also used to replace a another missing piece of wood. Yesterday I was asked the colour of the wood as if they would replace it - but no. If I had had a piece of glass cut, I could have done it myself - as it is, I have to buy and cut a piece of wooden beading to replace the missing pieces that mysteriously disappeared after the fire brigade broke into my property needlessly when I was away. So my window is still in need of repair, but I do now have a piece of glass, which I could have sourced myself and fitted - plus the memory of a very unpleasant phone call with Montrose's operations manager. It cost me 24 hours of waiting and £245 plus VAT to achieve that. I had been told during the calmer moments of the heated exchange that Montrose also prefer to deal with complaints "head on" and "straight away" to avoid bad reviews. It didn't work this time. Personally, I would avoid - and certainly until they have a complaints procedure in place that does not involve blaming the customer at high velocity. As an update, the contractors arrived and the work is of such a poor standard that this evening the operations manager phoned me at home to ask if I wished them to attend and put it right. Given another confrontational conversation took place tonight because he is disappointed with this review - and cannot understand why I could possibly view him in a negative light as a person or for his customer service skills - I said no.
Nick Symons
September 03, 2020
Steer clear
Initial adviser Byron very polite and helpful. However the first appointment was not attended and WE had to call Montrose Glass to find out why. 3 hours we'll never get back. The next appointment the following day was attended, and the glazier said he was popping back to his workshop for no more than half an hour. Two and a half hours later we called operations manager who had failed to call and say the glazier wasn't coming back until the next day because it was a two person job. Three more hours we'll never get back. We arranged for another glazier from a different company who could turn up within the hour.
Lynn
July 27, 2020
Do not use this company unless you have…
Do not use this company unless you have patience to wait months for an answer and a sense of humor when they get everything wrong. Dreadful. They have no idea of customer service and worse they couldn't care less. On asking them today if waiting nearly a month for a quote was usual they simply didn't answer but spoke as if I hadn't asked the question. They really do not want the business, but their profits are down and liabilities are up, as per companies house, and so they won't be around for long.
Simon D
July 24, 2020
Retrieved a stone from the dogs mouth
Retrieved a stone from the dogs mouth. Proceeded to throw it through an open window. It wasn’t an open window. *sigh. Yes it was expensive but they turned up as promised within 5 hours and delivered a good job replacing a pane of glass in an exposed location that I wouldn’t have felt happy leaving exposed.
Sarita Rumnah
July 09, 2020
The worse experience ever!
The worse experience ever!! Placed an order on the 22nd of June. It was an emergency and because of an emergency they charged nearly £800 just to replace a window and door glass. They promised to get it done within days and now after weeks still has not been done. The so called manager Dean Simpson is the worse manager I have come across. He is not fit for a manager as he is rude and sarcastic. They even Refused to refund the money. Every week we call them for an update and they have a different story to tell. They are crap company and not genuine at all. If you don’t want headache, then don’t use this company.
Jeremy Mitchell
May 18, 2020
Never again
Four missed appointments, letter of complaint went unanswered. Also, a very high price (£148) for a very simple, small job - replacing a cat flap - that took 15 minutes.
Harriet
March 31, 2020
Nightmare from start to finish
Nightmare from start to finish. I wanted a cat flap fitted in my glass door, which I thought was an easy job. It was a chaotic mixture of cancellations meaning more days I had to take off work to fit around them, wrong measurements resulting in more delays and having to buy a different cat flap, them calling the wrong customer to say the glass panel had been dropped when it was actually someone else's panel, and even when it was eventually fitted, the door doesn't shut unless you slam it as the glass is too heavy. I informed them of this issue, they said they would get the glazier to come and fix it. I waited 2 days for them to contact me to arrange this and in the end said I would sort it myself. They then offered me £50 back if I removed my reviews. I removed them, waited over 2 weeks, no £50 arrived. So reviews are back up. Would not recommend to anyone.
Raymond Spragg
February 27, 2020
Proper rip off merchants
Proper rip off merchants, I was charged nearly £500 to board up a garage doorway. I priced up material myself the next day, £48 !!! Don't use them !!!
Alison Greene
December 16, 2018
First class service
First class service This Company responded to my request quickly and with courtesy. The member of staff who turned up, within the time frame given, then did an excellent job. Very professional service and reasonably priced.
Camilla Phillips
August 12, 2018
Unpleasant experience
Unpleasant experience. Granted I accidentally rang an emergency line to enquire about a glass shelf that had collapsed which needed a specifically sized pane and granted although I was speaking to a "glazing expert", I was apparently overstepping the mark when I asked about alternative sources to get said pane. The expert was borderline rude and then put me on hold for several minutes with no explanation after which time I hung up.  I grumbled via email and was called back with a non apology involving explanations about priority calls etc.  Being a doctor I know something about triage and have never knowingly put a sore toe on hold in favour of a chesty cough (And how many dire emergencies involving glass can there be,  honestly,  that can't be spared a simple "contact a glass shop" before ending a call instead of sticking someone on hold?) The overly forceful explanation of what "prioritising" means that constituted most of the "apology" - i must be upset, the quotation marks have invaded - was patronising and bordering on the mansplainy. I fully admit I called the wrong number for the wrong item but the attitude was undeserved and at no point was any useful information such as 'wrong line' for example or 'go to Homebase, duh,' imparted.  I'm sure the business does what it says on the tin but the customer service,  and at no point was I rude or demanding,  leaves a lot to be desired.
Robert D.
July 04, 2017
Yawn - What a waste of time!
Yawn - What a waste of time! Disappointing. First appointment, turned up late... no call beforehand, no apology! Clearly don't want/need the business! Lack of communication. Two weeks later, still no response to requests to return and finish the £310 job! Emailed today to ask if they are in administration or something as this is not how a proper business conducts itself in 2017! Will not use again... don't bother with this company... this service belongs in 1973 when service was non-existent!
cat
December 06, 2016
FInd someone else
Called in state of panic as I'd been broken into and needed a door boarding. No empathy, no idea on cost just take your card details and organised someone to come. can not fault the contractor that came out... However, I didn't get a receipt with a price on, called and asked if I'd get this as I need it for the insurance people. informed yes I would get one. Found out today (from online banking) that I've been charged over £230 for 15 mins work and a piece of plywood. No call out charge blasted all over their website but that doesn't matter they just charge it into the job. Now waiting patiently for my receipt and hope the insurance will reimburse! if you read this Montroseglass please change your process and give an estimate of the work so an informed choice can be made - also an idea of the cost BEFORE you charge someone's card would be good practice
Customer
March 19, 2015
ABSOLUTE SHAMBLES OF A COMPANY. DO NOT USE.
Total Cowboys. Charge far too much. I advise not to use them under any circumstances.