“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.”
“I have paid for over 1728€ worth of goods on August 11th and have not received anything. You keep promising you will call, email and last you promised 3 days ago (October 25th, over 3months after I ordered from you!!!) you would ship it...and since then no news and you won't answer my phone calls. I am really starting to wonder if this is not a scam and if I should not put it into legal services”
“Screen with Envy sent me some screens which were not as described to me by their customer service operatives. When I asked them to collect them as they were not fit for purpose, they refused and wanted me to pay the cost of the courier. I refused. After several email exchanges I complained to Klarna- who found in my favour and refunded me the money. Screen with Envy have now started court proceedings against me to recover the cost of the screens. I submitted my case and they have now refused mediation and have pressed to go to Court. I have left Trust Pilot Reviews and reached out to them. I am happy for them to collect the screens, as I have no sue for them but throughout this process their customer service has been beyond awful, for items that are not cheap! I have been made to feel like a scammer and a cheat and have never had such bullying tactics when ultimately I know that under distance selling rules, it was their responsibility to collect the item because it was not as described. I can see online that many other people have had issues with this company and I think it needs to be investigated. The way they are operating is completely unprofessional . I can imagine that for a lot of people the threat of being taken to court is extremely stressful. They have never reached out to me to find a solution, they simply refused to accept that Klarna found in my favour and then started legal action against me.”
“on Aug 21st I partook in the simple task of buying a gate online.
Every week that passed I get an email saying that it won't be next day delivery, there will be a delay. After a month of waiting I ask for a refund, having ordered in first place for fast delivery.
The day I ask for refund, magically there was a gate in the warehouse they could ship.
What I get sent is slats of composite and a metal top trellis. Although the website states I need nothing else to build the gate the slats and trellis need cut down with a circular saw I'm informed by email.
Of the 6 slats I recieve 4 are broken. A pack of crisps has more robust packaging(and contents) .
Also there is no frame for the slats. No frame for the gate and no handle.
So when they said they suddenly had the gate in the day I asked for the refund, they thought theyd send the half they had and make me waste a serious amount of time trying to talk to customer service.
Meanwhile I recieve replacement slats for the broken ones. Wrapped in the same thin plastic, naturally one of these was also broken.
So here we are on Oct 20th. I have half a gate and screenwithenvy offer me £10 refund for my trouble and for broken gate.
To get my refund now I have to pay a courier to return half the gate.
After a few phone calls asking for someone senior to look at the case, I get an email from 'someone senior' to say they can now offer £12.50.......
At one point I honestly thought the company was a scam.
The whole experience has cost me a lot of time and a little bit of money too.
Bewildered.
I see others have had the exact same experience. Some reviews which screenwithenvy have tried to remove. Ultmitately comes down to lies and unfair trading. The price is also very high for the product. Report to trading standards.”
“Wrong items, broken items , late items. No apologies and no refund and zero level of customer service. I feel robbed by this company who simply avoids at all costs dealing with any issues with your order. They will happily make false statements around next day delivery but I know for a fact that orders are not processed for days. They generate tracking numbers so you think they have sent the item. I’m still waiting for items 4 weeks later and no sign of them. Avoid this company at all costs. Go to Charles and ivy instead.”
“This is quite literally the most frustrating business I have ever had to deal with. A simple order of one panel and 2 poles, and 4 weeks later, still no delivery. I must have spoken to at least 4 or 5 different people from SWE promising a resolution in 24 hours - and nothing. The preferred carrier Hermes cannot be contacted directly. They say they have attempted delivery - they don’t - and then request a redelivery charge. And Sahib at SWE won’t ask the courier team to contact Hermes because the item is not missing for 7 days - it’s the replacement item Sahib - in total it’s been missing for 25 days, because the first delivery went missing too - but don’t let a technicality get in the way of positive customer service. Not a great experience !”
“Made an order. Didnt send my screens for 3 weeks, first two times they delivered these screens though they were broken. Thery sent the wrong colour of another product, admitted the colour was the wrong colour after seeing photos, sent the wrong colour out two more times and now want me to pay for them all to be returned before they will refund me. No one actually deals with your problems its numerous different people jumping in on emails threads but dont really know whats going on. Then they promise you something and it doesn't happen. The products I have received that we are using are all already warped.
Id avoid them if you are looking at this review before buying”
“Ordered 3 Fonte 5mm screens, stated as suitable for the garden and can withstand all weather conditions
Installed professionally as per website guidelines.
First weekend after being fitted (to a flat brick wall for decoration) we experienced heavy rainfall. The boards distorted and bent and buckled.
Contacted Screen with Envy who refused to deal with my complaint because the screen had been installed. No refund and no return. Despite them not being fit for purpose, have had to order the 15mm screens at my own cost.”
“Ordered 3 screens & 2 posts in dove grey from this company. They came quickly (although not the next day delivery as promised). Unfortunately only 1 of the screens matched the colour of the posts. And then the fun started. Umpteen emails over several weeks resulted in an experience I wouldn't wish on anyone. The customer service department is woeful. They quote from a set script constantly trying to absolve the company of any fault. Even went so far as to suggest we painted them. The founders, Sophie & Tom Birkert constantly hide behind their customer services team. There is no way of contacting them direct. After threatening legal action I was sent 2 replacement screens - but these are a different grey too. Their quality control is non existent. The products are shipped in from China & shipped out to the customers. I doubt the contents are even checked. Certainly no attempt appears to be made to match colours of the screens & posts being despatched. I would never order from this company again, nor would I recommend them to anyone. Read the positive Trustpilot reviews with caution. They are happy to leave "invited" positive reviews on, whilst deleting "invited" unfavourable reviews They are currently trying to have my independent negative review removed. If the positive reviews on here & on Trustpilot are genuine, then think yourselves lucky that all went well with your purchase.”
“Still waiting for an email from them so I can return poor quality radiator covers!!
I am supposed to pay £30 for return and 7 days later they have not organised!!
Do not order online, very poor aftercare service!”
“This company is a disgrace I ordered 3 x radiator covers and each one is damaged and should be painted white but the paint is different colours and some parts are not painted and they advised me to buy Rustoleum paint and another paint to seal the paint and paint them myself ! they will not send replacement covers because they say I have installed them, which I have not!
they come flat packed and have to be built so the boxes have been opened but they are not fit to be used or installed as they say and are haggling with me over a discount! each time I email and respond to an email a different representative answers me! appalling Customer service do not trust them !”
“If your order is anything more than just simple panels then avoid. I've ordered 3 times from this company now. First time was just panels and these arrived quickly. Second and third orders never showed up and was strung along for almost 3 months (on second order) before I eventually got my refund.
Thought I'd try them again recently and after waiting a week for a next day delivery, i contacted them again to be told it would be at least 10+ weeks before I could expect the items to be despatched. This was contrary to what was advertised on their website when placing the order and the entire reason for me ordering. I've cancelled my order and fully expect resistance to getting my money back again.”
