Crystal-Direct Reviews 

I ordered a standard size window through B&Q. The window should have been delivered within 15 days. One week before the delivery I received an email to confirm the delivery day (exactly 15 days from the day I placed the order and paid). Then I received no communication whatsoever.

When I called the company at 12.15pm on the day of delivery, I've been told that the item would be delivered by 6.30pm, everything was on schedule. I was also told that the tracking details will be sent out as soon as my parcel was loaded in the van. At 5.11pm, I've emailed the sales team to get an update on my delivery. Within minutes I've received the tracking details and a rather rude email saying that the ETA is 8.15pm.

Half an hour later when I checked the delivery status, I've seen that the company has rescheduled my delivery for the next day without any explanation. Now our building work is on hold because of this company and I have to chase them to get my window, which I have already paid for over two weeks ago.

I was very impressed with Tonya, very professional and wasn’t at all pushy. Will have my other windows made by Crystal.
Thanks Tonya

We had the opportunity to buy a door for our kitchen/ garden form Tonya Herron at this place, and she was absolutely amazing in understanding our need, pulling the order together and being super helpful with all our endless questions. The entire buying process was seamless and the delivery perfect - thank you Tonya, you’re a real asset to the brand and an absolute great at customer service. Well done. - Mamta Singh

As a fitter this is the first time I’ve used the company, I dealt with Tonya who made it a very simple process. It arrived in good time as ordered. I was kept informed of the delivery schedule all day.
I will use them again, very happy with customer service from Tonya and the driver. Would recommend them to my customers 👍

Left company over 4/5 weeks ago not only is it a joke of a company I still haven’t been paid when they know I’m supporting a full family and a father with cancer this place has no shame! Begged me to do an extra week and all I got was a kick in the teeth off it cheers lads

I don't normally leave reviews but on this occasion it's a must. Sean at the Farnborough Design Centre was exceptional. From my initial enquiry to making the order everything went very smoothly. Delivery was even a day earlier than expected. Sean is very personable and professional with none of the hard sell you get from some double glazing companies.
Would highly recommend.
Thank you very much

Sean at Farnborough was very helpful and down-to-earth. When we needed to follow up with the manufacturer, a quick email to him was always acted upon efficiently. The company responded to our specific requests for a door although I did have to chase up delivery and a part was missing when it arrived. It was good to have Sean’s help with this.

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