Dowell
- dowell.com.au
- ✓ Verified company
150 reviews · Statistics
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Reviews
Shady and abusive
Windows delivered to job in crows nest. Not measured and made as specified. Builder refused to use them as would need to alter them and would void warranty for the owner. Owner also used builders account for the quote as the owner is a
Bunnings employee and used his account without asking his permission first. Email thread as proof they requested a Dowell Windows tech to come to the job site. Technician ignored all emails for a
Site visit to “please explain your stuff up” After 3-4 emails tech finally visited and said they would find out why th
Poor Product and customer service
So our builder used Dowell doors and windows for our renovation. 4 doors in total. We have had issues with all 3 sliders thus far. 2 minor, however the reason for this review - 1 slider (with crim safe) has been hit by kids footies in the backyard. The crim safe has broken free from the track. Had a service man come and look and he said that must have been an attempted break-in. Told him we have a camera and its definitely from kids' footballs. He brushed me off. So get an email with a quote to fix for $800 - whilst still in warranty. Tried to
... Read morecall and speak to someone which is incredibly difficult. Finally spoke with someone and was basically told they will not be covering this. Their product is not good quality (the crim safe where it has come free has about 2mm of coverage and i honestly don't think it would sustain an attempted break-in) and its matched by the poor service from head office in Birsbane. I would never use Dowell again.
Poor Customer Service & Rough Service Work
I have three panel stacking patio doors that have experienced water intrusion and as such damaged surrounding skirting and door architraves. The builder blames Dowell windows for their product while Dowell windows blames the builder for installation. Ongoing saga – the service technician came out last year to fix as well as leaking windows. All they did was silicon some sections inside. Remedy didn’t work and I continued to experience water intrusion into the house. Dowell Service Technician finally came out in July this year to fix leaking do
... Read moreors. Almost 8 months to get some response. What he did was an absolute rough and unprofessional job – he drilled multiple holes and then attempted to chisel out an opening – gave up on the rest and then paint the aluminum door black where it was exposed – which wasn’t even done properly as you can see the aluminum. He even managed to ruin the strip of silicon when reinstalling my security doors. This was back in early July. I have since contacted the service department and reception of Dowell windows many times (on average two to three times a week) with phone calls and emails and no action has been undertaken to remedy this situation. Not impressed with their poor customer service – product or after care service. I would seriously consider purchasing their products when building as it is extremely difficult to get assistance or support once the product is installed and you as a consumer begin experiencing problems. Unreliable and extremely poor customer service. They ruined the look of my doors. I am still waiting for a resolution from Dowell Windows
Do not use them
We spent 3.5k on French doors with side lights, only to have multiple issues with the product. Arrived without glass in the doors which we were told was not the usual from customer service, only then to be told it was normal from the service man who came to fit the glass later. We now have scratched frames from fitting the glass at a later date, the seals can be pushed fully in around the glass and were left half sticking out in some places. We asked for no screens on our doors however it came with provisions for screens and the mowhair around
... Read morethe edges. We were then told that this was standard, and when the service man came to fit the glass I questioned if it was and he’d said that there were multiple comments from people higher up that told them do not remove it under any circumstance and that apparently is was normal. If it was normal, why did you feel the need to comment on the service order? We’ve ordered doors previously that didn’t come with this and if I known would not have ordered them. Extremely disappointed with the customer service and product, won’t be purchasing anything through them again. We need to perform an extension and big renovation which requires all new doors/windows and will happily take our money elsewhere.
Hi Rhiannon,
We aim to deliver the best possible experience for our customers, so we take this feedback seriously.
... Read more In order to discuss this review further, please email me at [email protected] with the following information: Contact Number: Site addresses of these projects: Quote numbers: Once this information is received, we will be able to assist further. Kind Regards, Catherine Baldacchino Customer Support Team
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Ok windows terrible service
Bought a few double glazed window units from them. Unfortunately going to the showroom was a waste of time. The only person there was a receptionist who stated that the other office staff all work from home- on the same day as each other! How not to run a business.
... Read moreHi Magoo,
We aim to deliver the best possible experience for our customers, so we take this feedback seriously.
... Read more In order to discuss this review further, please email me at [email protected] with the following information: Contact Number: Site addresses of these projects: Quote numbers: Once this information is received, we will be able to assist further. Kind Regards, Catherine Baldacchino Customer Support Team
Bad customer service & unable to repair window leak
We have had a leaking window in our brand new home from Dowell for the last 1.5 years. 7 separate visits and 3 actual fixes later, we still have the same problem. On one occasion, the problem was made worse and was now leaking from two sides. Following the last repair, we now have silicone all over the external part of the window that we can't remove and a scraped timber window sill inside.
Customer service has been absolutely awful. The staff have had no empathy towards us, I have had to call several times to follow-up with when the window wi
... Read morell be getting fixed after trades have left following "assessment" with nil follow-up and we have not received a single apology any time we have called, even when I have directly outlined this to management. The staff don't seem to understand that it is a huge inconvenience taking time off work numerous times for trades to come for 5-mins and leave without resolution, not rock-up or be unable to fix the problem. Company is also not able to book in a specific time and work on a "we will call you before we arrive" basis, with this time having been as short as 10-mins prior in the past. Long story short, disappointed and frustrated are both understatements and we can't wait to not have to deal with this company again.
Hi Annie,
We are sorry to hear about the issues with the Customer Service you received regarding your Dowell products. We aim to deliver the best possible experience for our customers, so we take this feedback seriously.
... Read more In order for us to address your concerns, please email me at [email protected] with the following information: Full name: Builder: Contact Number: Site address: Quote number: Once this information is received, I will be able to assist further. Kind Regards, Catherine Baldacchino Customer Support Team
Brilliant staff
I recently ordered windows for a very difficult job. Dowell Windows and in particular the staff went out of there way to make sure the job was on time. I cannot rate there efforts or products highly enough. Would thoroughly recommend Dowell Windows
... Read more
Faulty product Pathetic customer service
Coming up to 12 months now since our windows installed. Windows and seals are Faulty. Window wrong size(How does that happen) Can't be closed. Can't secure house. Dowell have been contacted numerous times. Pathetic Dowell
Bob, Lake Conjola, NSW
Hi Bob,
Thank you for using this channel to inform us about the issues you are experiencing with your Dowell products.
... Read more I have responded to your concerns via your Dowell website submissions. Our Customer Service Manager informed me that they had contacted you and arranged for our technicians to visit your home to rectify the abovementioned issues. If you require any further assistance, please do not hesitate to contact me directly via [email protected]. Kind Regards, Catherine Baldacchino Customer Support Team
All our new windows are damaged.
Currently renovating our house. Our builder chose Dowell Windows. Like other customers in this review site, our windows were received damaged. Not sure where the issue is, if it's in factory or during delivery. Some of our brand-new windows developed rust as they had been scratched so deeply. Builder raised with Dowell on 20th Feb, still no onsite visit or resolution. Extremely poor service. If your builder is using Dowell, recommend looking into another window supplier.
... Read more
Hi Glen,
We are sorry to hear about the issues with your Dowell products. We aim to deliver the best possible experience for our customers, and as such, we take this feedback seriously.
... Read more In order for us to address your concerns, please email me at [email protected] with the following information: Full name: Builder: Contact Number: Site address: Quote number: Once this information is received, I will be able to assist further. Kind Regards, Catherine Baldacchino Customer Support TeamJust an update, Dowell and the wider team have extremely poor customer service and quality control. Provided details to Dowell however, nobody has taken the time to call. On another note, I've been to
... Read moreld through builder that Dowell is disputing the damaged window claim as they weren't reported within 48hrs. What a joke of a company. How is reporting within 48hrs possible?? The rep acknowledged that the windows would have been damaged during transit on the truck as they DO NOT PROTECT the windows during transport.Hi Glen,
We are sorry to hear that our team has not contacted you directly.
... Read more I have made contact with our VIC management team, and someone will be in touch with you asap. If you would like to reach out directly, please send your email to [email protected] Kind Regards, Catherine Baldacchino Customer Support TeamFind out how Dowell compares to other Door & Window Shops
Know better, choose better.
Great service
My Dowell windows were damaged by trades and all needed replacing. Dowell turned around 15 new windows in 6 weeks. Exceptional service from Dowell. I have now been waiting nearly a month since delivery of the new windows for my builder to organise install. They tell me they can’t find an installer. Very disappointed. Dowell can you help?
... Read more
Never again
Paid there deposit and signed the agreement form mid November told delivery end of Jan rang end of December to check if everything was ok. Told everything on track rang again end of January to find out a delivery date to be told they have no record of my order or the $2200 deposit i had paid them [Content Removed] then told me oh yes found my order and delivery will be end of March i cancelled the order and went somewhere more professional still waiting for my deposit
... Read more
Recommend ANY Other Option
Over 6 month period our business endured the most appalling, unprofessional treatment from all levels of this incompetent company.
Small wonder they demand full payment with order from unsuspecting public & trade suckers.
How Dowell has survived so long Deceiving, Misleading, & Manipulating clients who simple want nothing more than reasonable respect, decent products, reliable service & TRUTH in communications is difficult to understand.
Their rotten culture of dishonesty starts at the top & filters all through the organisation.
The high number of adverse reviews over a long period are further evidence, but only the tip of the iceberg!
Hi Bruce,
We are sorry to hear about the issues with your Dowell products. We aim to deliver the best possible experience for our customers, and we take this feedback seriously.
... Read more In order for us to address your concerns, please email me at [email protected] with the following information: Full name: Builder: Contact Number: Site address: Quote number: Once this information is received, I will be able to assist further. Kind Regards, Catherine Baldacchino HR & Marketing Team CoordinatorFind out how Dowell compares to other Door & Window Shops
Know better, choose better.
Scratches are apparently ok
New build. Scratches on sliding door. They won’t fix it or otherwise deal with. Telling me to spray paint it. Unbelievable. So, I got this particularly unhelpful update from Dowell….. “I have spoken to management at our Dowell branch, and they have advised that the handover was completed with the developers, and at the time, all rectifications that were required to be completed were done and signed off by them.
We can attend site and address your concerns; however, charges will apply.
A call out fee of $200.00 + gst will apply, excl
... Read moreuding any parts. If you would like to proceed, please let me know.” So, basically I buy off the plan, and its somehow my problem because of things that apparently take place before I’m even the owner. Who would’ve thought huge scratches are ok?? And then they have the temerity to suggest that I should pay?? Totally unacceptable. All care and no responsibility Dowell??Hi TEV,
We are sorry to hear about the issues with your Dowell products. Our aim is to deliver the best possible experience for our customers and as such, we take this feedback seriously.
... Read more In order for us to address your concerns, please email me at [email protected] with the following information: Full name: Builder: Contact Number: Site address: Quote number: Once this information is received, I will be able to assist further. Kind Regards, Catherine Baldacchino HR & Marketing Team CoordinatorHi TEV,
I have noticed that you have amended your original comments. We are sorry to hear about the issues with your Dowell products. We aim to deliver the best possible experience for our customers, and as such, we take this feedback seriously.
... Read more For us to address your concerns, please email me at [email protected] with the following information: Full name: Builder: Contact Number: Site address: Quote number: Once this information is received, I will be able to assist further. Kind Regards, Catherine Baldacchino Customer Support Team
Very bad experince
A glassdoor installed in our new extension was found faulty (delivered from Dowell).
We contacted Dowell, and were advised that if builder pay this much $$ price they can fix it. Quoted price was paid by builder.
Later technician came and did not fix door.
Now neither Dowel is paying money back, nor door is being fixed . I called many times but no solution.
I need money back, if technician was not able to fix door, as that price was quoted to fix door not only for technician visit.
Exceptional customer care!
Anthony from the Bendigo office went above and beyond to provide personalised help explaining the options when ordering the windows and finding a solution when a building timeline crisis arose. I am hugely appreciative of his service.
... Read moreQuestions & Answers
Hi Team,
Random question, but I’ve just moved into my new home and wondering can the dowell logo on all windows be taken off? No offence to dowell - it’s more a cosmetic issue for me!! Thank you!
Hi Michelle,
Thank you for contacting Dowell Windows!
I am happy to assist with this query. Can you please email your details to [email protected]?
A member of our team will be in contact with you.
Kind Regards,
Catherine Baldacchino
Customer Support Team
We have double-hung windows in our toilet. They are shut all day and all night. Every morning, I wake up and the room is full of bugs!!! No weep holes in the windows. Room is shut she they can’t come from other rooms. I’m at a loss! This is the only room this happens in.
Hi Beverly,
Thank you for contacting Dowell Windows!
If you can, please email me with the following details to [email protected]
Full Name:
Contact Number:
Location:
Then, a member of our team will be in contact with you.
Kind Regards,
Catherine Baldacchino
Customer Support Team
Thanks Catherine.
Hi my wind out dowell window won’t wind out anymore. It is stuck and i don’t know how to unstick it. Could you help me?
Hi Sienna,
Thank you for contacting Dowell Windows + Doors!
Can you please email your details to [email protected]?
I will organise a member of our Service Team to contact you to answer your questions.
Kind Regards,
Catherine Baldacchino
Customer Support Team
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Hi Lizzy,
We aim to deliver the best possible experience for our customers, so we take this feedback seriously. I have received your direct email to our feedback email address and am aware of this situation.
... Read more I have contacted our Victorian management team and await a response from them. Once this information is received, I will be able to assist further. Kind Regards, Catherine Baldacchino Customer Support Team