“Olivia (Head of customer service Screen with Envy)
Fence & Sliding Door purchased
I have now received rack part for sliding door and have contacted installation company to complete job.They have now broken up for Christmas and return on 5th January.I have explained this to my client who is more than unhappy she has threatened legal action against me.
Screen with Envy have sold me this system in September 2021 with a 1-2 week lead time for delivery confirmed in writing when I paid for goods in September.
I have now sent and received countless emails and made countless telephone calls to resolve matter without success. All team members whom I have exchanged calls and emails to me are always very pleasant but never seem to understand or deal with problems and find a solution.
You have made over 10 deliveries with incorrect parts or missing parts delivered more than twice and continuous delays at every stage.
I even offered to double check myself and collect and find solution myself. I offered to collect missing parts on 3rd December 2021 in North London at your Warehouse at my expense but was told I could not do this unless I double paid for parts again that were not delivered by your errors.
Three months later I’m still unsure if all parts are now delivered and cannot get product installed in until January. I’m not even confident sliding gate system is safe I sent you a video with concerns, and have received no response to several safety concerns on the flimsy nature of sliding gate which moves backwards and forwards with too much movement and a large gust of wind could blow very heavy gates of its tracks. If this were to happen and land on a child it could cause severe or fatal injuries.
I questioned you on missing parts from automation kit 5 & 6 AC & DC safety visual warning lights that are on your instructions. You have replied to me these safety elements are not important or required and you have never supplied them although they are on the installation diagram manuals you supply online
Please can you send this complaint and my safety concerns to Directors owners of Screen with Envy.
I require a formal response in 14 days from Directors of Screen with Envy.”
“I ordered a Full Privacy Pedestrian Gate 4ft in Dove Grey with a 6ft straight post. A package full of self-assembly components arrived 2 days late and without the 6ft Straight Post. I wasn’t happy as the Website didn’t make any mention of self-assembly and the photographs showed a full height assembled Gate. I had already taken down the old gate and I needed a Gate to make the side of the house secure over the Christmas, so I opened the package with the intention of assembling that Gate ready for installing. On checking the components, I noticed that half of the small assembly fixings shown on the Assembly Instructions were missing and then I noticed that the slats supplied were 6ft long and the gate sides were only 1 meter high. The slats are to be assembled horizontally and if cut in half, then the finished width of the gate would not be 4ft as advertised – rather a maximum width of approx. 3ft 8inchs or approx. 1100mm. I emailed ScreenWithEnvy as follows:
“Our Order was delivered by Courier last week. Firstly I was disappointed to find that I didn't receive a "Gate" - instead I received a self-assembly box of bits & pieces. As I had already removed the old gate and the side of our house is no longer secure, I decided to go ahead and assemble the gate. On opening the packaging, I am disappointed to find that there is a complete mis-match of pieces. Part of the assembly components as detailed in the assembly instructions are missing and the slats are 6ft long whereas the remainder of the "Gate Components" are 4ft.
As I have completely lost confidence in your product, I want a full refund and I would like you to make arrangements to collect the bits and pieces which I have re-packaged ready for your Courier.”
I didn’t receive a response. I contacted ScreenWithEnvy this afternoon on their “Online Chat” and had a wasted conversation with a very arrogant Katie who told me that I had to return the goods in their original packaging at my expense before ScreenWithEnvy will “consider” a refund. Please do not be fooled by their glossy Website – this a company who advertise one thing and then deliver something totally inferior. I thought that I was buying a 4ft wide by 6ft high, (Full Privacy Pedestrian Gate), instead I was sent a box of self-assembly components with bits missing that were for a 3ft 8inchs wide by 3ft 10inchs high, (Approx. 1100mm wide by 1150mm high) smaller gate. It is easy to see why ScreenWithEnvy are competitive with other Gate Suppliers when they send you a self-assembly kit for a much smaller gate with parts missing and you are then expected to spend your own money and time sending the rubbish back to them before they will issue a Refund. I will now contact my Payment Card Bank to request a full refund through them. In my opinion, ScreenWithEnvy have deliberately been reckless and negligent in the way they sell their products and I believe that their Website is misleading and misrepresents their products to the extent that they are operating a business specialising in mis-selling and are dishonestly taking payments for goods that they are not delivering.”
“Do Not waste your time and lose your money. Product was delivered, 4 weeks after placing the order. Got the product, first piece I pulled out it was damaged down the entire side about 6 chips missing in it, visible from the front. Second piece was the same I packaged it back up. No chance it was damaged in transit as the products box was in good condition. The paint work was awful also. Needed another layer at least as you can see the brown board underneath. I complained, sent photos of the damamge and all I got was "it looks usable" accept a part refund. If I want to return them (large items and heavy) then I have to pay for that myself. The product was not usable and looked awful! I would highly not recommend this company. I wish I'd looked at the reviews first as they are clearly all awful and negative experiences for all customers.”
“Having been pushed back and back and back four months+ on our order - we asked for a refund we received the gate the next day (found one in the warehouse?) it was a returned gate with damaged parts that had been cobbled together to satisfy our order.
I built the gate using the instructions - the measurements in the instruction are made up and didn’t work or fit with anything that I was sent (they tell you that you can modify the gate)
I had to modify it but without a workshop or appropriate tools it’s quite difficult to do this and when cutting it you damage the paintwork and as these use self tapper screws if you need to re screw for the modification the aluminium fails as you have already made a hole.
Realising that we didn’t have any posts to attach the gate to only a wall (the gate is heavy if screwed into a wall it will rip the bricks out, being told it comes with its own frame and i shouldn’t need posts ) bought appropriate posts - but as they where flimsy and of the same build quality we had some hand made in steel instead -
All gates wooden or otherwise sag due to no diagonal cross bracing so also had additional cost of buying steel to prevent the sag as there is nothing in pack they sell which would prevent this -
To be fair for the £400+ gate I could of had a local fabricator build is a gate out of box steel and fitted it knowing it would hold up to doing the job of a gate - this one is cheap, not able to maintain square, the handles are already loose and failing …. I fitted the gate yesterday poorly made piece of junk not worth the paper the fake instructions are written on - I would not touch this company or it’s products with an infinite barge pole - as with all the write ups on here STAY AWAY FROM THIS COMPANY FIND A LOCAL FABRICATOR AND GET THEM TO BUILD A METAL FRAME THEN CLAD IT IN ANYTHING YOU LIKE would last more than the four hours this gate has lasted.”
“Probably the worst company I have ever dealt with. Our products haven’t arrived, they were ordered in August with a next day delivery advert, which is quite frankly laughable. Every mail is an excuse, every call full of empty promises. Money in the bin… keep away!”
“Nice quality product when it arrives if ever. Last year I waited 6 months for 4 corten screens. After many many calls and emails and frustration I finally received them, after being told they no longer made them 3 months after the order! Stupidly I made a new order in November #120480 for one post and one screen. Post duly arrived but no screen. 5 emails and 3 calls later all to different people in the call centre they use with no record of the previous conversation, still no screen and empty promises of call backs which never happen. Its clear screen is damaged or lost within hermes as it just sits on their tracking day after day.."with delivery partner " . Its such a shame that their customer service and delivery let down a nice product but this will be the last time I use them or as a landscape designer recommend their product as the follow up takes far too much time.”
“My order was delayed and delayed and delayed. When the items were delivered, items missing, then told it would be another 10 weeks to get the gate as that had got lost in transit! Decided enough was enough and cancelled my contract as they had not fulfilled the contract with me. They now tell me I have to pay to return the items they did send. Absolutely terrible company. So I now have trading standards looking into this for me.”
“Fraud company, take your money and keep hold of it for 6 months without sending the products. They always says products are in uk port awaiting clearance etc. very unprofessional especially not for B2B. I have been waiting for my order since 5 months. Then called they said can’t cancel the order the they have not arrived at uk. It seems it’s a company that source cheap Chinese products to uk and sells at higher price. I won’t recommend them to anyone retail or business.”
“Quite simply put..... worst company I have ever dealt with. Full of lies and false promises and when you ring up to complain you get told that it is the couriers fault every time. If the courier is that bad then why use them. They use a well known courier who I have used plenty of times in the past and I have never had an issue with them. My customer found screens with envy on the internet and gave me a list of items she wanted. I have placed multiple orders with screens with envy and we haven't had any orders completed correctly first time. One order was placed for a set of swing driveway gates and 2 posts back in April. I sent my guys to install them. When they got to site and opened up the first package they found that the accessory pack was sent for sliding gates rather than swing gates. After a lengthy wait we finally received another accessory pack. It was for sliding gates again. Another lengthy wait we finally got the correct pack so I sent my guys to fit the swing gates. when they open the box they found only enough items to construct one gate and not a pair. Nearly 8 months down the line and I still don't have the other gate. My customer has since sourced an alternative gate as she could not wait any longer as she had sold the newly constructed dwelling my company had produced for her. I now have 2 gate posts and a left hand swing gate. After countless phone conversations and emails trying to get screens with envy to collect these items and refund accordingly I am still in possession of these items and still £2300 out of pocket along with wasted labour costs after failed installation attempts. I really don't know what to do anymore to try a get them to collect the items and refund me. Every time I call they just blame the courier. When I first requested collection of these goods they were adamant that I would have to pay for the collection! their website states "next day delivery on all orders". This is a blatant lie. They do not have the stock or competent workforce to fulfil this promise. I am currently seeking legal advise on this issue.”
“Wow, where to start. The most shocking service I have experienced in all my years shopping online.
Starting with false delivery promises, couriers leaving damaged wet goods roadside. Along with poorly packaged and manufactured goods. Now bare in mind I purchased the most expensive automatic sliding gate on their site.
Their customer service is awful. They try to deflect and make you have to pay to return goods. Unfortunately for them they are so amateur they are unaware of the Section 75 law and sale of goods act. Funds being reversed, no return of item and reported to the FDA/Trading standards for attempted Deception! Avoid at all costs and shop with a decent company (charlesandivy) who value their customers instead of these money grabbing cowboys.”
“We have used Screen with Envy for two orders and, in both cases, the product was substandard and the customer service was not good.
The slatted screens of one order were assembled slapdash and distorted and we eventually got those replaced, which is why I gave the company another chance. In the next order, slats were damaged inside the box, the box was intact from shipping so the company obviously has no quality control. In addition, the slat colours had two distinctly different shades within the same batch (we ordered one pack). Customer service keeps saying that they try to offer excellent quality while referring to their terms and conditions, which basically exonerate the company from providing a substandard product. All along the way, there wasn't even a single gesture of goodwill considering the hassle they caused.
I will not be dealing with this supplier again.”
“Avoid at all costs - Delays in delivery and then the items comes damaged - Most unhelpful customer services as they offer only partial refunds and offer redelivery which takes another lifetime to deliver. So you are left with broken pieces and work out how you can cut and fix to find the best solution.”
“Avoid at all costs, they have a great looking website that I wanted to redecorate the entire back garden with, bought a test panel to see what it was like, arrived late and obviously damaged, wasn't impressed with the quality of the 5mm product so when contacting Screen with Envy asked could I buy the thicker version hoping it would be sturdier, they said I could and sent me a £15 invoice, fair enough albeit given the lateness/damage I was hoping they could be a bit commercial about things, I thought that would be the end of the matter however 18 days after my initial order i'm still awaiting delivery, Hermes deserve their share of the criticism as they've attempted to deliver the item to a commercial address at nearly 9pm 3x times, when you contact Screen with Envy some replies very quickly which is commendable but what i've realised after maybe 20 emails back and is forth is they're not actually helping or doing anything at all, they're literally just replying with vague phrases and empty words, one of them even asked could I have a member of staff stay late (till 9pm) just to accept delivery of the item as Screen with Envy are completely incapable of communicating with their our courier despite Hermes own website saying you have to contact the sender to resolve any issues. I thought i'd really dropped on finding these guys but honestly from product to delivery they've disappointed at every stage, and i'm still awaiting delivery.”
“Worst company ever to deal with after sales are disgusting!!!!!!!! tell you lies every time you call them, and they don't call you, can't express how bad this company is, VERY DISAPPOINTED!!!!!!!!”
“Ordered a radiator cover and I honestly have never seen anything such bad quality ! It hasn’t even been painted properly. Contacted them within hours of receiving and they refuse to help as I had started to put it together.
AVOID THIS COMPANY AT ALL COSTS”
“Screen with envy happily took my money for fencing with delivery and installation....received the fence within days..I have not heard anything about installation at all....as someone has already said they seem to reply with a prepared script....I have emailed about 4 x and have heard from someone different each time....I can see I am going to have to take legal advice.... this is a genuine complaint.....I cannot express enough how let down I feel by this company.....it took us a long time to decide with them at they are not cheap but how let down we are feeling now..”
“Reference number: INVOICE #D20360
I have lost complete trust in your company after numerous promises of delivery that have not happened. I paid for goods in September nearly 2 months ago with a promise in writing that delivery would take 1-2 weeks. I require refund today no response
Subsequently I have been told in the last 7 days on four different days by 3 different members of staff product was despatched, and to be told today product has not been shipped at all the staff talking to clients have no senior support staff and this creates a terrible customer experience with no confidence.
Don’t believe a word you are told by staff only request email in writing it is very important as you speak to a different team member when you call.
Frankly speaking this company could be a complete scam”
“Advertised as free next day delivery. Courier do not have it it is now a week. I’ve had some poor excuses for emails blaming the courier. I have informed them that if I do not receive my order by the end of this week to cancel my order. Which should not be an issue. It hasn’t left their depot plus I’m well within Cooling off period. I’m normally more understanding because things can go wrong. However others issues have now become my very same issues. You’ll notice they strangely give advise at ordering of what to do if the delivery arrives damaged or has missing parts. Initially I thought it sound advice. However it would appear it’s a regular problem with customers receiving missing or damaged orders.I’ve never had a problem with deliveries. Would appear Hermes have a personal thing about screen with envy!. It say do not reject the delivery. That’s because they will mess you about. (Read poor reviews). If your home and it’s damaged. Reject it. It looks like the company takes its time to provide customer support and refunds etc. So send it back. I am beginning to wonder if this company sells seconds. And basically gets out what’s on the shelf. Because you’ll notice reviews of missing parts wrong parts and incorrect colours. Or simply not getting what they ordered. It’s either that or there’s serious incompetence across the departments. Can I recommend them. Absolutely not.”
