Doors Plus

We are very happy with our new (huge) front door. It is a beautiful timber door with side panels, and features a security hatch in the middle of the door. This means no security door required! The sales representative David, was really helpful and guided us through the process with a minimum of fuss. The installer Wayne, is a well qualified carpenter and was able to build and install the whole thing in a day.
The end result is really well finished and looks fantastic. It has changed the entire front of the house.
Thanks to everyone at Doors Plus Springvale.

Thank you to the staff at Doors Plus Springvale for my beautiful front door. In store service was exceptional, delivery and installation was as promised.

Door has been installed and so far product looks great and install was great. However experience and sale has been soured and is purely based on the sales practices and interactions with their employees.

Everything was a smooth process up until final payment (1 week from installation) where figures didn’t match up to our original sales invoice. I went through line by line with the salesman over the phone to see where the discrepancy was and there was an additional item added after the fact that we had no paperwork for and had advised company that we didn’t want the additional item. Salesman after some back and forth just brushed me off and proceeded to payment and I gave them my card details and paid the amount outstanding as per original invoice (or so I thought) and requested an invoice to confirm that everything was now paid in full as per original invoice. Salesman confirmed they would send that. And I thought everything had been sorted.

At the end of installation the installer started to follow me up for final payment and salesman was on the phone and asking for payment of the figure which still included the added item. Which I advised had already been requested to be removed and that I had already paid for the final payment. Turns out on that phone call the week prior the salesman just took my card details over the phone and pretended to process payment, didn’t email any paperwork and didn’t remove the item which the installer had since installed with the door. -. -

The salesman kept ignoring me when I was referring to our conversation the week prior and just kept saying “is the product installed or not? ”. When I told them to remove it the installer jumped in and said there’s no point removing it and that it’s fine since they had already charged a customer the week early who didn’t end up fitting it in the end which means it’s not going to be an issue from them. Which isn’t really a great thing to hear as a fellow customer. Salesman proceeded to actually process payment of the originally agreed upon amount and I once again requested paperwork to show that we have now paid in full. After this installer berated the salesman over the phone for not issuing amended paperwork and not removing it when requested and advised that he and a fellow salesperson have done this more than once. And when he hung up the phone installer made comment about this being due to the ethnicity of the salesman. Once again not a great thing to witness as a customer.

When invoice was received it still told us we owed money for final payment including the additional item and when I called the salesman again he said he needed authorisation and would take up until close of business the next day. And after going back and forward as I wanted to confirm that everything was okay salesman asked what my issue was as I got the product installed and the company are not charging you for it and proceeded to imply that I was deliberately trying to get the item for free and that I was taking advantage of them -. -

Once again product installed fine, as described and looks good quality so far and has no issues. Every other aspect of this company and it’s staff representing them and their sales practices and customer service are subpar.

Very easy to deal with and order through Doors R Us, Springvale. I had two doors installed with locks and a new frame for one door. Took about 2 days to be done which is very quick these days. The Salesman, David, was very easy to order through and he came that night and measured up. Very quick installation too. The Carpenter who installed the doors was very good.

The staff were friendly and helpful. The installation team were polite, friendly and efficient and left the place very neat and tidy. We are delighted with our new doors

As far as the process of buying went it was pretty good and friendly. The problem was when I took a day off work to have the door installed Monday I had a call from the carpenter saying he was over booked and can't make it. I told him I took the day off and he said he will come on Thursday at 7 am. I then proceeded to explain that my wife will be taking the kids to school and nobody will be home, to which the answer was "Just take your kids to school later". This exchange had me fuming and I was going to complain but then he called me back in the morning saying he had an opening. Quality was great but customer service not so.

There are no words to really describe this bunch, other than appalling. I bought three external doors from them on this occasion, but never again.

The star allocated goes to David (KEVIN!) who was my initial salesperson - helpful, friendly, wicked sense of humour.

The rest of my review is essentially a summary of the email I sent head office:
- the wrong front door was delivered on installation day, so only two doors were hung. This experience was okay, would have given them 3 stars based on this.

- Apparently they do not take the old doors away, even though it says they do on the website. After a couple of conversations with the argumentative and rude manager, he reluctantly agreed to remove all 3 old doors. What do they expect customers to do with the old doors?

- Messages are not passed on, phone calls not returned. I was also told I would have to call back the next day to speak to David (KEVIN!) who was on an RDO about a simple query as my order is 'not my commission'.

- a new date was finally arranged for the correct door to be hung, suggested by the contractor himself. Keep this in mind.

- the morning arrived, Saturday, and the contractor arrived on time. We exchanged pleasantries, all seemed okay until I mentioned removing the old doors. Everything went downhill from here.

- Contractor refused to remove the old doors even when I showed him the email from the manager, and I had to make contact twice with the store before he agreed to take them away with him. He kicked one of the new doors open on his way out as a protest. New handle scratched. Door has slight dint.

- Contractor refused to clean up his mess. See attached photo.

- Contractor verbally abused us yelling "I am so f***ing over this, it's my birthday and I'm wasting time here, I'm going now to get extremely drunk". Note he suggested that date and time, not me. Other expletives and terminology were also thrown around. He mentioned earlier that day that he had other jobs to get to afterwards.

- The door that was supplied by Doors Plus was dirty, has scratches and is clearly not good quality. I spent 40 minutes cleaning it as best I could. There are smooth patches and rough patches, clearly not "primed and ready for painting".

- I then spent 25 minutes vacuuming the enormous mess left. The carpet also has two green stains due to him wearing wet boots inside and the weird green wood trimmings. It will need to be steam cleaned.

- My partner spent 20 minutes cleaning the garage as the contractor left all the wood trimmings, screws, and goodness knows what else all over the floor.

Doors Plus response was pretty abysmal:

- "I do apologise and sometimes our sub-contractors behaviour and attitude is out of our control". Seriously?

- "please remember the door is unpainted and sometimes they do need a light wipe down before you paint them". It was much more than a "light wipe" for the door to be ready. I am going to have to prep and sand the door again before it would even be ready for painting.

At least they acknowledged the mess - "In regards to the mess, the amount of mess left behind is unacceptable and I apologise for this. "

I was offered a minimal discount, which at least is a slight gesture that they really messed up.

As I replied to head office, I will not be verbally abused and left with such a mess.

Poor service after payment received. When scheduling the installation of our internal sliding door they tried to book in the installation with less than 24 hours notice. I promptly told them we need more notice than that and booked the installation in for 8: 30am on Tuesday. I was advised we were the first job as I have back to back meeting during my work day. I called Doors Plus at 9: 30am as the carpenter hadnt arrived and then said he was due at 10: 30 to 11: 30am which I said was unacceptable. I asked why the delay and why I hadnt been notified and was told by the sales rep the carpenter had kids. I said I have back to back meetings and had to rearrange my day with no notice When the carpenter arrived he confirmed he had to measure up a couple of jobs hence the delay. Very annoyed that the sales rep lied to me. Wont be coming back here again!

I hope this review helps others make a better decision than I did by purchasing from this store. I would highly recommend you look elsewhere for your needs. Continue to read if you have a spare moment.

My experience with this store has maybe been the worst I've ever experienced. The initial process of purchasing a door was relatively simple as we went in with minimal requirements and were in and out rather quickly. Once the deposit had been paid on the 13/06 and we left the store, customer service dropped from there.

There was a consistent lack of follow through when trying to get my door booked for install. A few days after purchase I missed a call while in a work meeting and it was regarding getting my door fitted as we had ordered basic stock they already had. I called back once out of my meeting but no one answered. I didn't receive a call for another 7 days. On the Thursday (25/06), sales staff called and asked for install the following day giving less than 24 hours notice. Due to work it wasn't possible but I asked if we could do the following week as I'm a teacher so I would be on holidays and home the next two weeks. They said they hadn't started bookings for the next week yet but would give me a call to book for next week.

Nothing followed. I had to call back on the 03/07 in which they said the same thing, they hadn't started booking for next week and would call me back. Again no response, so I called again on the 04/07. It was a Saturday and they must have been busy. A salesman answered and put me on hold to look at my order. I was on hold for 2 and a half minutes then they hung up. I called back and the salesman I initially dealt with answered. I asked if he could help me and he said "I'm actually very busy and with a customer so I can't right now. I know your call got cut off but we have a showroom full of people. " Once they finally called back, we got the install booked in with no remorse or apology from staff at all for the run around.

After 4 weeks, we finally got the door installed. Upon emailing through my issue using the website and speaking to the manager over the phone, I feel they have no empathy or care for their customers once payment has been received with no regard for customer schedules. Inability to book in an appointment more than a week in advance because "most customers forget" is astonishing to me.

Looking forward to seeing a robotic response of "Your feedback has been passed on for future consideration", if anything at all - as seen on many of the poor reviews already here.

Terrible experience.

Ordered a door in Mar and was told an initial deposit of X amount was needed and balance on completion by Deelipa. The invoice after deposit had a staggered payment system and when I queried it with him he became agro and said a) He couldn't see the invoice b) He gave me a v good deal 3) Not to worry take his word I wouldn't have to pay those amounts.

As a word carries no weight, I asked for an amendment invoice but no reply but eventually another department sent it to me.

The door was put in on 4 May by Sam who appeared nice but left a lot of issues on the frame, a dent on the door, a hole in the top of frame, scratches on the door. Made contact with the store to report this but was palm balled to Sam who then became aware of the situation but took ages to make a time to come over.

David from Springvale branch was contacted and sent an email with the huge list of issues and he was to check with the manager and call back but no contact.

My friend dealt with Sam when he came over who had a bad attitude and puffed his chest in a defensive manner.

Head Office couldn't fix the problem either and palm balled it to Roy from customer service who made contact and then took ages to come to a resolution for a refund for the door. Many emails were sent back and forth during the time and was v taxing and time consuming.

Basically Doors Plus staff was doing their best to not accept the problem was caused by their fitter. Roy was to get someone to call to collect the door but SILENCE - today is 27/5.

Update 31/5

Hi Gus

Thanks for your message, fyi I did not accept Roy's offer for the frame alone as I had two problems, the frame and the door. The replacement build was good, but there was no resolution to the door and after many messages, he agreed to refund the door and then no contact from him.

After I posted this review Springvale branch called to offer me $300 off the door but no assistance on the frame. I declined. The refund is now in my card.

Ahmed who came to remove the door saw the whole state and he was the only person with integrity and kindness.

Sales staff were very helpful, but then it all turned sour.
We ordered a front door with installation, and for some reason booking in a door installation is more difficult than a moon landing. A guy would call asking if we were available *the next day*, as if we just sit around the house all day waiting to get doors installed. We consistently said we could do an after 4pm installation, but that was not acceptable to them. My partner had two weeks of leave, and they were unable to properly schedule a booking within that time frame. Apparently the technology to book something a week in advance has not made it's way to the Doors Plus offices.

The service post-sale was utterly incompetent, and they refused to refund the deposit we'd already put down.

Will we ever get our door installed? Hard to say. But we'll never shop at Doors Plus again, and I suggest you don't either.

All was so easy
stress free
Installer Brendon he was a complete gentleman, with precise cuts, and grooves.
Extremely happy with the excellent skills of Brendon
is 5 stars as high i can rate!
Cheers Guys

Thank you so much guys,
you have done a great job, highly recommended.salesman Urvish such an nice man friendly and very helpful.
I would to thank the professional installer man, mate you done clean job with very nice smile. 10/10

Staff were very helpful, the sale 50% off was deceiving. The door is great
though the fitter tried to sting us for a guard on the day. The old door was left in the middle of the front lawn and there was no pre warning phone call he was coming as pre arranged.

We are very pleased with the doors we recently had fitted. The workmen who fitted them were very good and did their work very well. Thankyou Doors Plus.

Igor was a great salesman to deal with. Came to the house promptly to measure and quote.

Wayne the trades person conducted quality work.

Love the new front door!

Had a new front door installed with oversize lactch holes in the door jam and over size cutting for the hingers. They left all of the saw dusts and shavings on the front lawn. Had raised with the respective store and had no answer to date.

Terrible! We have bifold doors with no handles because with the style we asked for apparently you can’t put handles on them, instead we have a piece of ribbon to open and close them. You would think the guy in the store would tell us that before we ordered - or why sell the doors! They were expensive but look so cheap! I would never buy from here again!

One star is to much, but i cant give 0 stars.
For a job that should have taken two hours it took 3 weeks, all very nice in the showroom when they take your money, but when it came to fitting the door correctly it was a different story.
I called head office and the Springvale store multiple times, this is the worst customer service experience i have ever had.they never call you, the manager is rude, the lady at head office wasn't interested told me to complain to the store.the carpenter put the handles in the wrong spot for a bifold door, broke a piece of plastic this was the first visit.when he came back to fix.after he was done the doors didn't line up so he had to do it again.he also asked me where to put the handles, but he's the carpenter he should know.
I would not recommend this company

The product that I bought is good, the on site personnel are good, but I prefer to have root canal work done rather than deal the office staff from Doors Plus, especially after sign up when the Sydney people get involved. Only issues that I should have picked up before the installer left was some damage to the plaster near the install and smudges in between the double glazing in the door that will now be there forever.