Crystal-Direct Reviews 

I had many quotes which were so expensive and then I found Sean at Farnborough (Crystal group in B&Q) who really helped me out in choosing the right door at the right time. The door was delivered on time and I am really pleased with the purchase. I would definitely recommend Crystal Group for the best price and customer service.

I can't believe some of the reviews I have just read are for the same company! Tonya at Farnborough has been brilliant. She has gone out of her way to help me with some windows I require urgently for my builder I would have no hesitation at all in recommending the service I received from her and her colleagues at B and Q. She even gave me her phone number in case of any problems - a miracle these days. Will be recommending her to my sons who are both in the building trade.

Sean was very helpful in sorting window and doors for our property 500plus miles away. I wish him well with his career

No issues whatsoever. Lead-time was a little long, but delivery was exactly as predicted - with very good tracking info. The windows were absolutely perfect and the customer service from Sean at the Farnborough showroom was excellent. Would definitely recommend.

I ordered a door over 5 months ago. 3 doors so far has failed to be delivered without already being damaged, either in a car crash (literally the first door) or damaged before it reaches my property. The majority have been poorly wrapped and the one that has been wrapped was still damaged and dragged across the warehouse floor by the looks of things. Quality Control anyone? I'm shocked and appalled by the service I'm yet to receive. I'm having to call almost every other day to try and get answers, only to effectively be lied to or fobbed off. My emails also go unanswered.

I don't often give negative reviews and wanted to give you a chance to correct any issues but this doesn't seem to be happening. This should be highlighted to others.

The below is from the latest exchange of door that I requested back mid August.

I received communication two weeks ago from B&Q i was informed your staff spoke to them and stated delivery was going to be a week ago on Tuesday. That didn't happen.

I chased this up on the Thursday following and a colleague mentioned there had been a mistake at the warehouse and it was taken off the list to be delivered. He sent an email across to the warehouse and mentioned I'd recieve an update same day. That didn't happen.

On Friday, I chased this up again and requested that thus be delivered the end half of this week. I was told I would receive an email notifying me of the delivery information. That didn't happen.

I chased this up on Tuesday and your colleague noticed that this email has not yet been sent and sent me an order confirmation for this week and was able to see on the system that it was due to be delivered on Wednesday (Today)

Today arrives, and no delivery tracking sent which raises my suspicions whether or not this is actually due to be delivered today? 

I call up a moment ago and was informed Marcus doesn't know anything about this and the last correspondence there was in relation to this was August to say the previous door has been delivered. I need answers and a door this week, along with dates of delivery that are accurate.

All calls and communications have been recorded with your company. I have placed too many calls, far more than I ever should have.

There has been a catastrophic communication breakdown in this instance and I'm left Ill-informed without a single contact in your company that wishes to correct these mistakes.

ordered a roof lantern of Lucas from crystal down at lords builders yard in kings langley. midrail was damaged on arrival but lucas sorted it straight away. good service overall and happy with the product

Lucas down at Kings Langley was very professional, not pushy and stuck to his word. Bought a roof lantern which came on time with no issues. Highly recommend Crystal & Lucas

Excellent service, product all completed within 3 weeks.
Thanks

Crystal service , excellent customer service from lucas flood . A real pleasure experience fron start to finish. Would always recommend

Thankyou

Unless you're happy to wait over 10 week (still not got the doors) for your order, and to be told they're coming next week every week for 6 weeks then I really wouldn't order from them. Lies after lies

Warning, Do not purchase any products advertised by Crystal-direct. I placed my order for sliding patio doors some 6 weeks ago. Thankfully through a reputable company Screwfix who I had to turn to to in order to retrieve my money. I have been given a string of conflicting delivery dates NON of which where ever going to be fulfilled, as I have battled with this company to learn that they have not even begun the manufacturing of my order. I was then told by supposedly a senior member of staff there that they cannot tell me when or even if they can fulfil the order. The advised to cancel the order and purchase the doors through a competitor. I have never once been contacted about the delay's only constant lies from the outset. This company is bordering on criminal. Please don't waste your time.

Don't touch with a 10 foot pole. Made a bespoke order with a specific glass specification, went to the trouble of attached said spec to the order, noting this on the front page. Due to poor attention to detail on the part of their staff this was completely missed and the glass they sent me was their specification. The company also has no respect for consumer law - it then took me several weeks and the threat of court action and me taking legal advice for them to eventually refund me on the glass part of the order. In hindsight I should have got a refund on the whole lot. Several weeks down the road after sourcing the correct spec glass myself, I install only to find the mitres have been done very poorly so have gaps between them. The only way the mitres meet is if the beads tilt significantly inwards i.e. they've been cut at the wrong angle, as I have it on good authority from Spectus Technical support (the systems designer of these windows) the beads are designed to sit flush with the frame. Spectus of course advise to take up with Crystal - the problem with doing that is they demand £250 for a "site visit" to come and have a look, and that's non-refundable if they don't think it's their fault (with the obvious risk of bias that entails). Also note the company is not averse to the use of FALSE CLAIMS OF ENDORSEMENT - specifically claiming to be a Which? Trusted Trader in e-mail footers. Also of suspicion is that one of the 5 star reviews below is by a Carol Turner, which also happens to be the name of their head of customer services (never actually got through to speak to her though!).

Poor quality products, shocking delivery service and shocking customer service.

I placed an order through B&Q online last year in August 2020 ( they are made by Crystal) and input my dimensions, etc. Delivery was arranged for September but they rescheduled the day before delivery so a day off work wasted. They then deny it was for that day but a person in the office confirmed it (Name withheld) Poor communication regarding delivery despite all info stating contactat the beginning of the week of delivery confirming a day then suppose to contact day before to confirm approximate time - never happened.

When I received my door the welds were poor quality and was scratched as it only had a protective tape on the facings but the ones in b&Q have shrink wrap on their external doors. Furthermore the door was 5mm smaller than I ordered despite their site stating "we will manufacture your door to the size provided" they don't say 5mm is within their tolerance and as you take off 5mm each side to allow fitting tolerances - the door was too small. The handle was scuffed and the panel they provided was damaged.

So they remade the door and took the 1st one away - 2nd door OK but panel damaged so arranged to have another panel sent out. Jump forward to 5 panels and and a month later all of which had no protective bubble wrap just only a thin film. One of the panels was thrown over my back gate by the courier and was scratched. The final panel I accepted as one of the managers personally wrapped it in bubble wrap and posted it out. The courier also tried to deliver my old returned door on two occasions.
To be brutally honest my front door is better quality and better reinforced with better locks and that was from a local company.
Will NEVER EVER buy from this company again - Lesson learned the hard way

Worked for a well known DIY retailer and supplied alot of crystals products over the years. Staff are very difficult to deal with. Slow to reply and very unwilling to help. I spent most of my time unfortunately letting customers down due to crystals mistakes. Currently a customer is 2 months over due a delivery. Usual covid excuses and apparently can't get the pvc profiles needed to fulfil the order but are happy to continue taking people's money. Operation is frankly a shambles. Alot of damaged stock delivered. Complaints woman is rude and unwilling to help also.

Absolutely terrible. Ordered door and windows through Just Value Doors and the service from both has been shockingly bad. Zero communication. The door (actually arrived on 3rd delivery date, already 6 weeks late) was damaged and sent back. They kept it for a further 6 weeks and sent the same damaged door back out to me. Nothing had been done to it and the door was damaged due to the fact there is minimal packaging for shipping. I’m now left with doors and windows I don’t want but am held over a barrel as I need to finish a project. Just avoid, I will be taking further action on what is a shocking company to deal with (just read any of the recent reviews) who simply do not care. I bought these products to fit to an out building before placing a much larger order for the house, will be going elsewhere. Oh, and I can’t even fit the damn things as I am still waiting for larger cills to be delivered.... so let’s just wait for the copy and paste response of how there is a resin shortage..... thanks for that. It seems they only communicate after they have failed and negative reviews generated.

Ordered mine through Buildbase on 2nd August and given delivery date of 12th September and then on the11th they finally told me that they were waiting for a part and hadn't even made them yet, they gave me a new delivery date of 26th October. I emailed Buildbase on 4th, 11th and 20th October to check delivery was still good and was told yes, so here I was today (26th) waiting for the delivery, I rang Buildbase this morning and was told delivery is on. Buildbase chased Crystal and they backtracked and said they were waiting for the door profile meaning they haven't even made them AGAIN!!!!!! still waiting for a new delivery date. What makes me really livid is they couldn't be bothered or have the decency to let me know what the situation is, two days holiday wasted as well. Given up now gone for a refund now fed up with waiting

I ordered two windows through Alsford timber. It took two weeks to get a delivery date out of them. I was told the lead time was three weeks even with the current situation but the delivery date given was over 5 weeks, I asked if something could be done about an early date and was given 4 weeks. When it came to the delivery date no show, they said it was a mix up with the address, I was given another date ( 6weeks from the point of order) I got confirmation that the windows were coming then next day I get told that they don't have the materials to make the windows. I cancelled the order and got the money back. Just full of lies, lies 🤥

Thanks for the reply, can I ask why I was given TWO confirmed delivery dates, which fell through and then to be told by Alsfords after six weeks that you haven't got any materials ???

I just got delivery of a new front door. The door is great, but more importantly, their team made the whole ordering process a delight. Even the driver was helpful, so that tells you a lot about the company culture. I'm sure if I have a problem in the future, they will deal with is just as readily and helpfully as they did with the rest of the process.

Excellent customer service.
As a homeowner I don't have much need to contact Crystal, but part of our roof lantern snapped off and with lockdown, it's tricky to get out, so I emailed Crystal direct and within minutes they had replied and helped me to get it all sorted. Thanks so much!!

Generally good. Only deal with Angelina and she is 1st class. Product is good quality equally windows, bi-folds etc.
Excellent delivery times especially standard windows. Have faced some minor issues at times but would recommend.. 👍

Glenn Wilson
- Buildbase Haverhill -