Canterbury Timber Windows & Doors

I have been dealing with Richard whilst placing the order for our major renovation. He has been wonderful and patient along the way, answering my questions, providing useful suggestions and making revisions as needed to make sure we are completely happy with our purchase. I cannot wait to receive the windows we have chosen.

Absolutely horrible customer service. For what used to be Melbourne's best window company, it has clearly been neglected and is now in the hands of people who couldn't care less about their product or the brand, which is a shame. Ordered 4 sliding windows and had them delivered last week, all ordered through another retailer who contract the making of the window to Canterbury. All 4 handles were not fitted correctly and are loose, one is not secured to the window at all and as such the window is inoperable. Call to complain and get told that it is a 6 week wait for a 5 minute service call to rectify the inferior product that should not have left the warehouse in the first place. Ring to speak with the service manager who wont take calls and refuses to be accountable, simply offering, 'bad luck, its a 6 week wait' through one of his employees, wont return the call himself. Disgraceful customer service and disgusting attitude for what should have been checked and rectified before it left.
To say I am disappointed is an understatement.

Do NOT buy anything from this company. I ordered a sliding down for my bungalow, not only did it take 4+ months for it to arrive but it arrived with damage, then had to wait another few months for replacement! I would get a phone call from a rep saying 'yep they're coming this day' so I make sure I'm home and everything and of course. 'Oh no they're not coming anymore'. This happened 5 times I reckon! Finally they show up today and the tracks aren't cut to the right size. What a surprise! I cannot believe you're still operating! More than happy to take my money, from a single mum with a baby and offer me this s**t service!

I recently purchased my windows & doors from Canterbury windows. I can’t talk highly enough of David Newton. His knowledge of the window industry and ideas helped us navigate our way through the different options. I would recommend David to anyone thinking of renovating or building.

Absolute joke. The sash windows that Canterbury sent us are faulty - they do not open and the pulley system does not work. We have paid a builder to have them installed and now will have to get them ripped out to start again. Over the phone they have explained that their quick fix idea is to fill in the gaps but we require new windows with a system that actually works. I am 35 weeks pregnant and winter is about to be upon us, we will have a new baby in the house with double glazed windows that do not protect us from the cold!

Upon trying to organise a date for them to come out and fix them, we have been left in the lurch twice, after taking two days off of work! In the first instance they sent out someone who had no clue how their new system worked and explained that the company had tried to reinvent the wheel by creating a new double sash window system! My husband has tried to call umpteen times, spoken to numerous people but no one will let him speak to the boss. He has been passed from person to person. All we want to is someone to come out and fix this mess - we deserve a non faulty product - we’ve paid thousands for them! When we will someone have the common decency to do the right thing?

Overall, very disappointed with the product that was sold and the follow up. Purchased 4 x 2.4m bi-fold windows for our pergola area with in built fly screens. Any hint of wind and the screens blow out either side lifting bottom track, letting in any mosquito's or wasps. We were informed after the installation that the application of fly screen are only to be used for indoor/outdoor kitchen servery? I would advise to not use this arrangement for any application trying to stop insects.
We have been left to fix this issue with our builder at our own expense and time. Will post pic if anyone wants to have a look

The entire purchase and installation process was smooth and efficient, the sales support team was helpful and the installation team was professional and friendly. Completed work was well done, would highly recommend.

Bought a home 12 months ago. It was only 2 years old and had Canterbury timber windows.
After a storm we noticed a large pool of water in our master bedroom directly under window ledge and also in master ensuite. Called builder and they told me Canterbury Windows was the supplier. I also noticed the water had also cracked our timber window shutter frames in both bedroom and ensuite.
Long story short Canterbury resealed the window (there was silicone missing in the installation causing the leaks), this was later denied and no offer to compensate for the carpet that has to be replaced id the window shutter replacement, total cost $4500.
The GM Paul Armstrong states the policy is “ we don’t pay for consequential loss”
When considering timber windows, avoid this company.

Bought a double glazed timber siding window and door set, used the recommended contract installer to install. Windows and door leaked after the first heavy rain. The installer promptly came back to site and inspected and confirmed the leak was though the glazing, not through the frame installation. The glass was installed by Canterbury windows themselves. The installer made contact with Canterbury windows and reported the issue. A urgent service call was raised, it has now been over 6 weeks since that was done and after numerous calls to the company I still do not have any clarity on when they will resolve the leak,
Very poor after sales service.

Ordered a sashless window, 3 weeks delayed but didn't complain. Picked up and when I was installing realise that the glass was badly tinted. Rang the shop and it was going to be a couple of days to be contacted by the department and get it fixed. A week later I've rang and being told that it was late again and that someone was calling me again with the exact plan/ date. I've received a text today saying that it's scheduled for 22/09, not confirmed.what a shame. No happy. No communication, just a sad text. Don't I deserve better? Oh! I've forgot to mention, I've paid 100 % of the cost before ordering.not a happy customer.

The windows and doors are great but unfortunately the follow up is way below standard. I have tried resolving the issues but unfortunately no one wants to finish a job once the money is in the bank. Sad because this could have been easily rectified as first promised

The only way to describe my experience with Canterbury Windows is that they are totally useless. Originally I submitted a request for a quote for four windows via the online portal. There was no reply to the request, I rang the office and was told to send a direct email. No reply to the email, so I called the office again. I had to leave a message on three occasions with no return phone call. On the fourth occasion I spoke to someone, I won't mention names. I sent through pictures and measurements as requested and was told I would receive a quote within 24 hours. Two weeks later, I'm still waiting for the quote.

Hi

Received the spare parts. Would like to forward this feed back to the management. Kia was amazing in customer service and I wish every company has an amazing personality like her. She not only acknowledged our request but made sure it was followed up and delivered on the promise. Much appreciated.

Regards

Prasanna Rao

Do not buy spiral balanced double hung windows from Canterbury windows! It is now several years since I did and not a day goes by that I am not angry about them. I've just read another review and wish I'd written sooner to save others the same head ache. As an architect, I recommended this brand and now regret that given our experience.

The service was initially good, we received much advice about double glazing specifications etc. However, I had to return the drawings provided for amendment three times as the recommended builder's measurements were incorrect. He quoted $3,000 to fit 5 x windows (its not rocket science) which was outrageous. An excellent builder ended up doing the job for $1,500.

We live on a busy road and were looking forward to a reduction in noise level provided by our new double glazed windows. Honestly, I believe our house was quieter with the original 100 year old single glazed windows. I have measured the traffic noise level at 50 decibels inside the glass!

The window design is very poor - a round bead literally fits inside a square hole on each bottom sash (where the weight ropes are attached) leaving a 1cm square opening at each corner for noise and fresh air to blow in - hot or cold. These are very inefficient windows and provide very poor thermal protection.

When our job was completed, I called Canterbury windows and asked to speak to the General Manager. This was refused and my call was directed instead to the sales manager. I made my complaint and spelt out the design flaws but got no joy. I was told, well that's our design and basically that's your problem - I'm not going to do anything about it. Well, I'm glad that I now have. Replacement of 5 x windows cost around $10,000 and the result is worse thermal and acoustic performance.
Take your business elsewhere!

From the very first contact with Canterbury Windows when Phil Carney (Palco Windows) came to measure and quote, through to the great service from Richard Hernandez in the office to the prompt delivery and installation, our experience was flawless.
However the stand out has to be Phil Carney and his friendly team for their efficient and flawless installation.

Windows are not built square. They supplied a fixed pane that was 20mm out of square. I approached the company for an explanation or compensation but I am still waiting for a response.

My builder ordered a trifold window with servery. Window pictured on right. Took almost 2 months to be completed. Builder didn’t get fly screen option.
Failures:
• Mirante with is a juvenile wood and a poor selection for outside
• fly screen slot all there but panel glued in so cannot retrofit
• no servery at bottom, had to retro fit one
• this rubbish quality frame
• tried calling many times, they are a big company with “Southern Star” biting way off more than they can chew
• asked for fly screen which window is designed for
• asked to email no response
• followed up many times nothing
Let them do big commercial overpriced jobs not your home
Solution:
Did my doors with Miris Windows in Seaford
Absolutely 10000% better quality, service and build.
• better pricing
• 5 huge Vic Ash KD doors in 3 weeks 1 pictured the left with merbu hardwood base
• compare 2 months for a small poorly constructed window by Canterbury.
• Go to Miris Windows? (hopefully they won’t expand to much like this mob)

Excellent service, fast and efficient. Thank you so much David for all your help. Would highly recommend.

I have been dealing with Richard from Canterbury Windows and Doors about using one of their double glazed timber doors for a cellar. It is an unusual application but Richard has been fantastic to deal with and willing to discuss and provide options.

Ordered a window for a bathroom renovation. It came late, was the wrong size, scratches on the paintwork, wasn’t square, and the fly screen didn’t fit. Apart from that it was great