“Would give zero stars if I could. Cannot comment on the product as it was never received. Possibly the most unprofessional customer services department I have ever dealt with, repeatedly given at best incorrect information, although I would venture to say false information. Impossible to contact by phone unless you pretend you are trying to place an order to get through to someone. Ignore emails and online chat entirely. Had to resort to negative social media posts before I could get a response and am now waiting for a refund to be issued, but I have a feeling even that isn't going to be straight forward. I would avoid this company at all costs unless you have 5 years to complete your garden project and don't mind them sitting on your money in the meantime!”
“Like previous comments, correspondence leaves an awful lot to be desired. Ordered 4 grey posts, got 3 beige and 1 black to go with grey panels??? Still waiting for grey posts........not good.”
“Caveat Emptor - let the buyer beware !
Ordered 3 screens, delivered all broken. Replacement delivery all broken too. They ignored my numerous requests for a refund and eventually got my money back through Section 75 credit card claim. Lovely screens if they had arrived intact but BUYERS BEWARE, they won’t refund if it all goes wrong 😬”
“Very bad service placed my order waited 4 weeks with no updates
Called to see what was going on and I was told my order as been lost and I need to reorder
Total waste of time and this order was for £3,500 stay away from this company now trying to get my money back still no luck they are refusing to refund me so now taking it court
People please read trustpilot you will all so lose your money like hundreds of us”
“This company is a scam and all you get is lies from customer service. I want them to refund my £1674. They keep saying they can't because the goods were despatched. The carrier company say they haven't received the goods so can't deliver them. The carrier company is getting blamed by SWE but in reality it's SWE who are lying and trying to fob us all off.”
“Still awaiting goods or a response from company . Have tried email, phone & chat all appalling . No one to actually speak too . Paid & ordered radiator cover on 30/5 had confirmation , nothing since & tracker not working . Have sent several emails , no response”
“Ordered 17th March on next day delivery. Screens never appeared despite months of chasing. No response to emails or chat messages. I asked to cancel and receive a refund but have been completely ignored so now going via my bank. So stressful dealing with them and their constant lies”
“Ordered and paid 7 March 2021.
Received no screens, they refuse to refund as I temporarily recouped from credit card. They take your money, give you nothing and keep it, criminal really.
They had my 2 reviews on (don't trust)Trust Pilot removed. Each time a genuine negative review goes on they invite several positives, this retaining a 4.1 rating. Where they get these people from, who have actually received goods? No idea.
Glad I was only in for £45. Could have been worse, like many others.”
“Awful awful awful company - customer service is appalling- ordered a screen on the 24th may for a next day delivery- just arrived today. I tried to cancel the order after two days as I had had to make alternative arrangements as I had a builder on site. Was told that I couldn’t cancel the order despite it not showing as despatched. I apparently now have to return it at my expense - it is 2 meters long ????? Do not use - you have been warned”
“Awful service from point of order to delivery point.
Product advertised to be delivered between 3 to 5 working days days..
No update or whatsoever... upon contacting them, was told 4 weeks waiting period... then when that lapsed.. was told another 3 weeks waiting period..
Upon receiving the product... was sent 2 different shades with wrong fittings.
Got intouch with them, was told would get a call back on the day only to never receive a call...
Experience has been really really bad... not the type of person who generally writes a review, but I've had to on this service just to inform future potential clients..
I rate this company 0 / 5 ... but this option isn't available..
It's been a waste of time and a proper regret dealing with this company...”
“We ordered over £500 of screens with this company last summer for next day delivery on a garden project we were doing. As soon as the panels had been ordered, we received an email to say there would be a delay due to covid. We understood that this and were told they would be with us soon. Twelve weeks later and after many emails and phone calls they eventually turned up, however it was now winter and unable to install. The panels were left in the original packaging, stored safely in our dining room, ready to be installed in spring once covid restrictions had been lifted. Upon opening the packages, we found two of the three panels were damaged, cracked in at least nine places and broken with several pieces dropped out completely. We immediately contacted screen with envy to report the damaged panels. They washed their hands of any responsibility, blaming the courier. I was told their policy stated that reports had to be made with five days of delivery, yet their website upon researching it says seven, and that it was tough luck. Despite me explaining the fact their delivery was three months late and missed our installation deadline, they refused and replacement, refund or even an apology. I have tried contacting them since but are refusing any replies, they are however happy to send me spam emails every day trying to get me to purchase more panels. I can confidently say I will not be ordering anything from them ever again but but will be sending them an order from the small claims court.”
“I same experience as everyone else on heard. I’m still waiting for my refund for goods that didn’t arrive until after I had cancelled. My reason for cancelling my order is because a month after paying for my “next day delivery”, no fencing had arrived. They have over £1200 of my money (almost 3 months now) and are refusing to refund. I’ve also been blocked from their social media sites. As another person has commented, we continually hear “we are a small family business”. A different name seems to be on the instant replies every time I email.
My credit card company is now dealing and I’ll certainly go to small claims court I’d needs be. My next move is Watchdog.”
“I've had dealings with their 'service' before which wasn't smooth but this time their customer service was beyond atrocious.
It's taken me TWO MONTHS to get 4 x 7ft high panels with U channels instead of posts delivered.
That's with numerous calls, hours on totally pointless chat function which doesn't seem to link with the rest of the company, several emails, 1/4 of an order delivered, 10 more days chasing the rest which was, then wasn't shipped, then arrived out of the blue, with 6 redundant top and bottom strips one of which a different colour that they may collect - or not, who knows?
Oh and, without any announcement or warning, the fence panel slats have changed. They are now produced in China and have a wood grain pattern on one side and are a slightly different colour.
All in all a lovely product though - if only you didn't have to deal with the company!”
“This company is a shambles and they don't care about there customers, all they wont to do is take your money and run. I ordered 1 side gate and a double gate which I was advised would turn up with a few days, 5 weeks later they arrived. During the 5 weeks they never contacted me once to advise I had to keep calling them. After they turned up the instructions we rubbish and the screws kept snapping off and it wasn't easy to install. I tried there youtube installation videos which didn't work, this making the install very long and frustrating. I have complained to them about the quality and damage and they came back and said you have had them 3 weeks so sorry we cannot help you. I was advised a manager would ring me back and nothing, absolute terrible company and customer service. If I was anyone looking to buy from these guys I wouldn't. The management and customer service for this company should be ashamed of them self's and I will reporting them to trading standards”
“Have been chasing for samples for almost two months now. Initially told of issues with couriers, second order placed and still nothing. I e-mailed asking the likelihood that I'd receive these samples and have received no response.
Such a pity as products look amazing. Waste of time and I'm not sure where to look now for a close alternative. :-(”
“The customer service from this “small family run business” (so they keep telling me) is absolutely shocking!! Ordered, was told dispatched no order arrived ,
Then told there had been a mistake, item
Out of stock, offered an extra product free , after the run around with numerous different calls emails and members of staff, order appeared from nowhere, just arrived in my garden without warning. The items don’t match. I was assured it would be dealt with and how, great!! Ha, No, because they don’t do what they promise! have had another week of being given the run around.gave them one last chance and they have blocked me from writing an honest review on Facebook. So going to open a case now with PayPal ! They shouldn’t be allowed to trade like this! Shame, cause the products look great!”
“Incorrect information, constant emails which received friendly but pointless responses. I received my item but it was damaged. A few chasers and a replacement arrived although I never got tracking for it!! They then reported my review to Trust pilot insinuating I was not a customer!! Shame as the product is great - customer service definitely not.”
“My story is the same as everyone else. My order was in stock but as soon as I paid they said it wasnt in stock and I would have to wait 4 weeks. The following month I received an email to say my order had been dispatched. I tried to follow the tracking details but the number wasn't recognised. I emailed SWE several times but no reply so I phoned the courier who said they did not know anything about my order but would look into it. A few hours later the courier phoned to say my order was damaged and had to be returned to SWE. After ignoring several emails from me SWE eventually replied saying it would be another month to wait. They then emailed me to say they were delighted my order had been delivered! It hadn't. After several more emails, which were mostly ignored, they eventually agreed to refund me once senior management had approved it. 2 months on I am still waiting for my refund and they do not reply to my emails or answer the phone.
I have never left a bad review in my life but Screen With Envy need to be named and shamed for the absolute con artists they are. My bank is trying to get my refund now. They need to be struck off. I don't know how the founder, Sophie Birkett, can sleep at night. Watchdog will be on to them next. Watch this space!”
“I ordered a screen 14 days ago (48 hr delivery time at ordering) - was given a TNT dispatch number that doesn't work. Now multiple emails later they've got my money and I am none the wiser. Customer services don't answer unless you pretend you are making a new order (and then they can't help as they 'cannot follow up exisitng orders') It seems this is a recurrent theme - wish i'd read the reviews first! I can only conclude the company is a scam and will be reporting to my credit card company.”
