Tekplas.co.uk - Playpens, Whelping Boxes, Garden Gates | Tekplas (1 of 5 points)

After leaving 3 phone messages and an email, Naomi contacted me so I could eventually place an order. Advice offered was good. Order placed, I was charged the higher rate delivery despite my item being categorised as a “small” gate.

Delivery was supposed to be up to 12 weeks, but after approx 14 days I received a call saying the item was ready! The item was well packaged. On inspection, one of the post “stops” was missing, no “free bolt” was included and the screws supplied were the wrong length. On contacting the company on jan 26 I was told the wrong instructions had been sent out; the screws were actually the correct length, the bolt was not required by my gate and a post end stop would be sent on next day delivery. Naomi’s attitude regarding these errors was very “laissez faire”, as though it really wasn’t significant that things weren’t correct or that the instructions supplied were for a different gate. I asked for the correct ones to be emailed/posted to me asap.

The gate was fitted, although we were still awaiting omitted parts. Screws supplied to fit the latch were countersunk, the pre drilled holes were not, so screw heads sit proud on the latch surface. It turned out that the wrong screws had been supplied for the latch too! On Feb 2nd I contacted Naomi again saying I was still awaiting the omitted and replacement parts. The parts finally arrived on the 7th Feb. I have NOT received the correct instructions. Despite leaving numerous voicemail messages on the office number and mobile phone, and sending emails between 2nd -7th Feb to contact me, I am still awaiting a return call as of 19 Feb.

Naomi admitted early on that the wrong instructions had been sent to us. This caused confusion and complication with fitting. Naomi said “her technical department said that any good fitter could fit the gate” and then tried to apportion blame on the fitter for any would be errors. A very arrogant attitude!

My gate looks good thanks only to my fitter, although I would honestly say that it is flimsy and cheaply manufactured. Once Tekplas had my money, their after sales service provided was dreadful.

My recommendation - go elsewhere.

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