Positive - Website easy to navigate and place the order. Delivery was very good. Agent on phone call re queries good. Negative - Out of date offer regarding free delivery. On line agent communication... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Ordering was easy and quick. Doors were of good quality and arrived well wrapped. The delivery guys were friendly and helpful and delivered on time with good communication beforehand. Overall we we... See more
Company replied
We looked to buy a variety of interior doors ( solid doors + part glazed ) for a home refurb. The selection on sale with Online Door Store caught our eye , and so we put in an order. The doors look... See more
Company replied
We purchased an FD30 Sapele Veneer door back in October, and the whole experience was excellent. The ordering process was straightforward, and delivery was impressively quick, which made a big dif... See more
Company replied
Company details
Written by the company
Internal 1930s Doors, 1930's Style Doors For Sale | Online Door Store Ltd for quality timber doors.Period, 1930's, Contemporary and matching Fire Doors.
Contact info
71-75 Shelton Street, WC2H 9JQ, London, United Kingdom
- 0208 1586700
- returns@onlinedoorstore.co.uk
- onlinedoorstore.co.uk
3.9
Great
625 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 70% of negative reviews
Typically replies within 48 hours
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Great company to order from
Great company to order from, product was quality and arrived on time
Happy to recommend & use again
February 18, 2025
Unprompted review
Reply from Online Door Store
Hello Sam, Thank you so much for your kind words! We're thrilled to hear that you were happy with the quality of our product and the timely delivery. Your support means a lot to us, and we truly appreciate your recommendation. Looking forward to serving you again soon! 😊
Good service and excellent quality…
Good service and excellent quality doors! A joy to hang into old frames
February 21, 2025
Reply from Online Door Store
Dear Mr. Mccarthy, Thank you for your wonderful feedback! We're delighted to hear that you found our service great and the doors of excellent quality. It’s fantastic to know they were a joy to hang in old frames! We truly appreciate your support and look forward to serving you again. 😊🚪
It was really good and door came very…
It was really good and door came very quickly
November 30, 2024
Unprompted review
Reply from Online Door Store
Dear Aminah,
Thank you for your feedback! We're so glad to hear that you were happy with your order and that the door arrived quickly. We appreciate your support and look forward to serving you again! 😊🚪
I was advised 10 days after placing my…
I was advised 10 days after placing my order that the door would not be delivered any time soon. I was given this update because I called the company to find out the status of my order and not that they contacted me in any way. I requested a refund which was agreed. The company is so difficult to contact by phone for any updates. However, this morning I spoke to a gentleman who obviously went out of his way to help me and took the time to call me and advise he had sorted out my refund. It’s a shame the poor telephone staff have to deal with upset and frustrated customers because of the extremely poor efficiency of the company they work for. It has been nearly a month and several phone calls and loads of attempted phone calls which go unanswered and a complaint to PayPal to get a refund. So 5 stars to the man who helped me this morning but 1 star for Online Door Store.
February 27, 2025
Unprompted review
Reply from Online Door Store
Dear Helen,
Thank you for taking the time to share your experience with us. We truly understand your frustration, and we’re genuinely sorry for the inconvenience caused by the delays with your order. It’s never our intention to leave our customers feeling disappointed or frustrated.
We want to clarify that, unfortunately, we were not informed in advance by our supplier that they were undergoing a change in their haulage vendor. This transition affected not just our orders but also those from other vendors across the UK, which caused a delay that was out of our control. We absolutely understand how this impacted your experience and sincerely apologize for not keeping you better informed about this.
When we became aware of the delay, we offered you two options: to switch to an alternative product or to receive a refund. We respect that you chose the refund route, and I’m glad to hear that the gentleman you spoke with this morning was able to help resolve that for you. It's always our goal to ensure that we do everything we can to meet our customers’ needs, even in challenging circumstances.
That said, we know that your experience was less than ideal, and we deeply regret that the situation caused such frustration. We truly value you as a customer, and we’re committed to improving our communication and processes moving forward to avoid such issues in the future.
Once again, we apologize for the inconvenience, and we appreciate your understanding in these exceptional circumstances. If there’s anything else we can do to assist you, please don’t hesitate to reach out.
Awesome doors
Awesome doors, very good quality, quick delivery, I'm really very happy
February 15, 2025
Unprompted review
Reply from Online Door Store
Dear Boris,
Thank you so much for your wonderful review! We’re absolutely thrilled to hear that you're happy with the doors, their quality, and the delivery. It’s always great to know our customers are satisfied with both our products and service.
We truly appreciate your feedback and your support. If you need anything else, don’t hesitate to reach out – we’re here to help!
Thanks again,
Online Door Store
All was well with delivery and the…
All was well with delivery and the doors, came when I asked.
February 11, 2025
Unprompted review
Reply from Online Door Store
Dear Gabriel,
Thank you for your feedback! We're so glad to hear that everything with the delivery and doors went smoothly, and that they arrived as requested. It's great to know you're happy with the service!
If you need any further assistance or have any questions in the future, don't hesitate to reach out. We're always here to help!
Avoid buying from this company at all…
Avoid buying from this company at all costs.
Shame I couldn't give them a minus rating.
Ordered several doors via the website on 9th Feb and the anticipated delivery for our postcode was given as 3 days. Paid in full at the time of purchase. Email arrived the next day to say the doors were out of stock (still showing as being able to order on the website). This was questioned and asked when they would be back in stock. The following day another email arrived to say they were back in stock and the supplier was arranging delivery. Subsequent chase ups were answered by various excuses that the supplier's courier company were facing issues and it would be delivered the following Friday, and then the following Friday etc. In the meantime we have had to take time off work to be in for delivery of the doors, cancel 2 carpenter bookings on the stated expected delivery days and spend hours - yes hours, calling the Online Door Store number repeatedly with no answer to get an update. Then a member of staff stated that he would seek approval from a manager to give us compensation for all the inconvenience, chase up the courier for another expected delivery date and call me back. This didn't happen. When I emailed Online Door Store to chase this up they said they couldn't offer any compensation as I had received an online discount at the time of order! I'm not sure if this company are going bust or if the supplier is but I'm glad we paid by credit card so will be protected.
I can see from the reviews that the poor feedback goes way back into last year.
If you have any sense you will avoid buying anything whatsoever from the company. Not to be trusted!
Update following company response: The compensation you have referenced was not sought after by me - this was suggested by one of your staff who I finally managed to speak to on the phone when I eventually got through! All we wanted was the doors delivered as purchased and agreed. Constantly blaming a supplier and their courier does not negate the contract we have agreed with you - sack the supplier if they don't employ a more reliable courier. These reviews show an issue with this supplier/courier going back into last year if you check the one star ratings. This shows a lack of customer service and understanding of the issue or lack of willingness to address the problem
February 26, 2025
Unprompted review
Reply from Online Door Store
Hello Alan,
Thank you for your feedback. We are sorry to hear about your experience, though it’s unfortunate that your review seems to be more focused on demanding further discounts rather than the genuine delays we’ve been working hard to address.
As we’ve explained, there were genuine stock delays from our supplier, which affected delivery schedules. We took several steps to keep you informed and to resolve the situation, including offering a discount at the time of your purchase. Our team worked with the courier to arrange a new delivery date, and we were disappointed to see that despite our efforts, you continue to express dissatisfaction with the solution offered.
We understand that this process caused inconvenience, but we’ve acted in good faith to assist you. Rather than continuing to ask for more, we believe we’ve made every reasonable effort to help. For customers who take advantage of discounts, additional compensation beyond the standard process is not typically offered.
We are grateful for your business but feel that your review misrepresents the full context of the situation. We will continue to improve our service based on feedback and ensure such delays are minimized in the future.
Dreadful service
Dreadful service. Paid £46 for 3-5 day delivery, called on day 5 and they couldn’t tell me how long they were going to be. Finally 18 days after ordering they arrive.
They wouldn’t even offer my the delivery fee as a refund.
Will not use them again!!!!!!
February 25, 2025
Reply from Online Door Store
We understand your frustration, but we’d like to clarify the full context of the situation. The delay was due to a major transformation with our supplier, including a haulage vendor change and a company takeover, factors that were completely out of our control. Despite being informed of this, we offered you the option to cancel and receive a refund, yet you chose to wait. It’s also worth noting that no matter which company you placed your order with, the same issue would have caused delays due to the supplier's challenges.
While we understand delays are inconvenient, we did everything we could to keep you updated and provide alternatives. It’s unfortunate that, despite these efforts, you chose to leave this feedback rather than acknowledging the broader circumstances.
Lack of communication and VERY late…
Lack of communication and VERY late delivery, it was over 7 weeks late from ordering with minimum communication
February 21, 2025
Reply from Online Door Store
Thank you for your feedback. We understand your frustration, but we'd like to clarify a few points. The delay was caused by unforeseen circumstances beyond our control, including challenges with our suppliers and haulage companies. Despite this, we did provide updates where possible and made every effort to keep you informed.
We also offered alternative solutions to help speed up the process, but we didn't receive a response until much later. As we work Monday to Friday, we may not have been able to respond immediately over weekends.
We always strive to improve communication and appreciate your patience. We hope this helps clarify the situation.
Reply from Online Door Store
You're very welcome! If you need any help with anything else, feel free to ask!
Repeat customer
Repeat customer, we needed speedy delivery and the sales consultant did everything he could to accommodate
November 6, 2024
Unprompted review
Reply from Online Door Store
Thank you so much for your kind feedback! We're thrilled to hear that our sales consultant was able to assist you with the speedy delivery. We truly appreciate your continued support as a repeat customer and are always here to make your experience as smooth as possible. Let us know if there's anything else we can help with!
Would give 0 starts if I could
Would give 0 starts if I could,
I ordered on the 30rd of January with 3-5 days delivery and I still haven't received my order, been ignored by emails and phone calls, don't have an explanation or anything else, last update was coming 2 days ago and after that have reached a concrete wall with no update for my order,
January 30, 2025
Unprompted review
Reply from Online Door Store
We’re really sorry to hear about your experience, and we understand how frustrating this must be. After checking our system, we weren’t able to locate your order, which makes us wonder if it might have been processed by a different supplier. Please give us a call at 0208 158 6700 so we can look into this further and help resolve the issue for you. We're here to assist and ensure this is sorted out as soon as possible.
Great range of items and competitive…
Great range of items and competitive prices. All handles arrived quickly, well packaged and look great. Handles used now for a few months and the quality is five star.
October 15, 2024
Unprompted review
Reply from Online Door Store
Hello Sanjay,
Thank you so much for your kind words! We're thrilled to hear that you're happy with the handles and that the quality has been impressive. It’s great to know that they’ve been performing well for you. We truly appreciate your feedback and look forward to serving you again in the future!
Fast delivery and quality doors
February 18, 2025
Unprompted review
Reply from Online Door Store
Thank you, Mildred! We’re so glad to hear that you’re happy with the fast delivery and the quality of the doors. Your feedback means a lot to us, and we hope to assist you again soon!
Highly not recommended
Highly not recommended! It has been a month, and I still haven’t received my order. Contacting customer service multiple times was useless. Terrible service—definitely not recommended!
January 30, 2025
Reply from Online Door Store
Dear Lenn,
We understand your frustration, but the delay was caused due to incorrect address details provided at the time of purchase. As a result, the order was delivered to the wrong location. Despite our multiple attempts to assist and update you on the situation, it seems there was a misunderstanding on your end.
We always strive to provide the best service, but accurate information from customers is crucial to ensuring smooth deliveries. If you still need assistance, please reach out, and we’ll be happy to help.
Still waiting on a refund!
Placed an order on the 12th December with a delivery expected 3-5 days.
29th December I request a refund as I haven’t heard anything.
On the 7th January I was informed it had been dispatched.
On the 16th January they confirm I have requested a full refund. Told would take 24-48 hours.
It is now the 10th February with nothing!!
February 10, 2025
Unprompted review
Reply from Online Door Store
John, Thank you for reaching out. We have looked into this but were unable to find your order in our system. Please contact our team at 0208 158 6700 so we can assist you further and resolve this matter as soon as possible. We appreciate your patience and look forward to helping you.
Long delivery time, check for damage
Despite promising a 3-5 day delivery, this took closer to 10 working days. Also there was damage to the door corner which wasn't visible at time of delivery and was too late to do anything about it when I had the tradesman in to fit it. The door comes unglazed (read carefully) and the door frame is a completely different colour wood which meant quite a few coats of stain to get to match.
January 27, 2025
Reply from Online Door Store
Ramsey,
We appreciate your feedback and are sorry to hear that you were not fully satisfied with your purchase. Our estimated delivery time is 3-5 working days, but as clearly stated in our policy, unforeseen delays can occasionally occur due to external factors beyond our control. We do our best to keep customers informed in such cases.
Regarding the damage, we encourage all customers to inspect their items upon delivery. Any issues should be reported immediately, as this allows us to assist in resolving the matter. Unfortunately, damages noticed after installation are beyond our ability to address.
As for the glazing and the door frame color, the product description specifies that the door is supplied unglazed and that wood variations can occur naturally. We always recommend reading product details carefully to ensure expectations align with the purchase. Staining or painting to match is a common step in woodwork customization.
We always strive to provide high-quality products and transparent information. If you have any further concerns, please feel free to reach out to 0208 158 6700.
If you could give 4.5 stars I would my…
If you could give 4.5 stars I would my only reason making down slightly is I specified a delivery date which could not be met which caused me an issue overall great service and yea I would recommend!
January 30, 2025
Reply from Online Door Store
Jason, Thank you for your feedback and for recommending us! We sincerely apologize for the delay in your delivery. We always aim to deliver within 3-5 business days, but unfortunately, some postcodes may take a bit longer. We regret any inconvenience this caused you.
Will recommend online door store to friends and family excellent experience
We had a few questions regarding the door we ordered that was sorted out very quickly
Delivery was excellent and the driver was helpful we will be using online door store again in the future
January 20, 2025
Reply from Online Door Store
Dear Vincenzo,
Thank you for your kind words! We're delighted to hear that your questions were quickly resolved and that you had a great delivery experience. We appreciate your support and look forward to serving you again in the future!
Door was damaged in warehouse by…
Door was damaged in warehouse by forklift and still attempted delivery, unable to get any sense from customer service about re ordering the door and that is when contacting eventually made due to the poor call back service.
I’m not even confident the customer service agent has emailed XL joinery to re order the door as I had to explain step by step what to do.
Still no confirmation on replacement door being delivered, very poor service so far!
January 27, 2025
Reply from Online Door Store
Stevie,
We’re sorry to hear about your concerns. However, our team follows strict quality checks, and any damage during transit is highly uncommon. If an issue was identified at delivery, we encourage customers to refuse the item so a replacement can be arranged promptly.
Regarding reordering, our customer service team follows a set process, and while we understand your frustration, delays can sometimes occur due to supplier coordination. Rest assured, we are working to resolve this and will provide an update as soon as possible.
We appreciate your patience. Please reach out if you need further assistance.
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