we had a very lovely, but very chatty salesman. He took his time explaining all aspects of the company, including their history, and brought some example windows for us to see. He was polite with it, but quite pushy for the sale. He ended up not leaving our house until gone 10pm (when he arrived at 6pm!). The surveyor: came out 3 weeks later to confirm measurements. Did the job well and quick! The installation: this was booked for 19th/20th September. The first day was 1 guy who was specifically there to do our big patio doors. Polite, friendly and did the job well. Tidied up after himself too - brought his own hoover. Day 2 was 2 men to install the windows. Not such a great experience. Spoke badly about other staff members, left mess all in our garden which our dog found days later and was chewing, luckily we caught him in time. Also didn't bring their own hoover, asked to use ours to hoover up debris. When we then went to use it the next day, it was broken. After: When the window installers left, they told us we had to pay our balance in full the same day. Initially when we agreed to go ahead with purchasing the windows, we were told that we would have a month to make sure we were happy with the product before we had to pay. We contacted customer service to query it and she actioned it quickly and we had a call from the install manager, telling us we had been told wrong at the point of sale & that option was only for customers playing monthly. We also noticed that the windows didn't line up properly when closed, meaning a draft was still coming in. There was scuffs on one of the handles where it had obviously been dropped. And the patio handle doesn't work correctly - has to be yanked up super hard in order to lock the door. Not the high quality we were sold and disappointing when paying so much money. We contacted customer service again, who again passed the message onto install manager, who called the same day explaining he'd call back later the day with a date for them to come out. After 4 days of not hearing anything, we had to chase them again. When we finally got a return call to book in, we couldn't get an appointment for over a month's time. Once visited (on 26th October) to fix our issues reported, they were only actually able to change the handle that was installed scuffed/scratched and adjust a lock on the back patio doors. They were unable to fix any of the gaps we reported in the window hinges which are just constantly letting the cold in and not insulating the rooms in the slightest. This was the exact reason we got the windows replaced in the first place, so we feel we have paid over £11,000 to have windows fitted that are leaving us in the cold having to put the heating on just as much as before. Overall we feel that we were sold this super amazing product and it has definitely not lived up to the expectations.