I ordered 3 Eclipse glass pocket doors. Two failed - the glass literally dropped out of the top metal channel. 2 were replaced but refitting at my cost! They have also now failed (within 1year).... See more
Company replied
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See what reviewers are saying
We use these doors for our accessible changing rooms in our adaptive surf centre. They're brilliant as they don't take up any space in the rooms, leaving plenty of space for manoeuvring wheelchairs i... See more
Experience today with eclisse was amazing. We needed clarification over an issue that was holding our project up concerning fire safety regs. Diana the customer service manager not only gave us all... See more
Post sales service The team at Eclisse UK provided a fantastic service after a fault occurred some years on from the installation. A replacement door was ordered and delivered with no qualms and I wa... See more
Company replied
Company details
Written by the company
Buy quality Pocket Door Systems - single, double, glass & FD30. Single kit from just £249 +vat, free & fast delivery, 15 yr guarantee, phone support, bespoke sizes available.
Contact info
NG32 2BP, Gonerby Moor, United Kingdom
- www.eclisse.co.uk
4.3
Excellent
73 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Fantastic customer service
Fantastic customer service, I live in Perth, Scotland, ordered from them twice, overnight delivery was outstanding, very knowledgeable staff on the phone, cannot recommend them highly enough.
October 23, 2024
Reply from Eclisse UK
Hello David
Thank you so much for your wonderful review!. We are thrilled to hear that you had such a positive experience with our customer service team and the speed of the delivery. Its great to know that our expert staff could assist you effectively and we'll be sure to pass your kind words on to them. Your recommendation means a lot to us, and we look forward to serving you again in the future!
Best Regards
The ECLISSE UK Team
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I inadvertently ordered the wrong…
I inadvertently ordered the wrong product but staff couldn’t be more helpful. I posted the item back and a refund was paid very quickly. So I would recommend this company but check unlike me thst you are ordering the right item 🥴
October 21, 2024
Reply from Eclisse UK
Dear Peter
Thank you for your feedback! We’re delighted to hear that our team was able to assist you promptly and efficiently. Mistakes happen, and we’re always here to help make things right. We appreciate your recommendation and your advice to double-check orders. If you need any further assistance, please don’t hesitate to reach out.
Best regards,
The Eclisse UK Team
Pocket door predicament
Phoned this morning , and spoke to Kirsty Kemp who was extremely knowledgable and helpful,
I needed help to remove a part of a pocket door assembly , and she sent a pdf to help ,
Her email was very prompt ,
Great service ,
Thank you Kirsty 😊
October 24, 2024
Unprompted review
Reply from Eclisse UK
Thank you for your wonderful feedback! We’re thrilled to hear about your positive experience. It’s great to know that Kirsty was able to assist you promptly and effectively with your enquiry.
We’ll be sure to pass on your kind words to Kirsty. If you need any further assistance, please don’t hesitate to contact us. Your satisfaction is our top priority, and we really appreciate you taking the time to share your experience
Best regards,
The ECLISSE UK Team
Lost part of my order with the courier…
Lost part of my order with the courier company
September 25, 2024
Reply from Eclisse UK
Dear Ian
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience caused by the lost part of your order. We rely on a third-party courier service, and while we strive for perfection, sometimes things do go wrong.
One of our customer service team members will be in touch with you shortly to arrange a free-of-charge replacement. We appreciate your patience and understanding.
Best regards,
ECLISSE UK
Next day delivery 🚚
Next day delivery 🚚, great.
Excellent customer service on reporting one package was open upon delivery .
Immediate response with contents list on request , fortunately nothing was missing.
September 24, 2024
Reply from Eclisse UK
Dear Robert
Thank you for your positive feedback! We’re delighted to hear that you were pleased with our next day delivery service and that our customer service team was able to assist you promptly when you reported the open package. We’re glad that nothing was missing from your order.
Your satisfaction is our top priority, and we appreciate you taking the time to share your experience. If you need any further assistance, please don’t hesitate to reach out.
Best regards,
ECLISSE UK
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Worst, most stressful experiences of my life
I purchased a Syntesis glass pocket door (and sincerely wished I hadn't). Never before in my life have I had to write so many emails asking for help. We had so many issues and were forced to make workarounds because the product is massively too over-engineered. I had teams of builders/carpenters/project managers/electricians etc and no-one could work out how to fit it (despite a lot of emails to customer service). Instructions are just crazy - ie picture of a door a few arrows and a tick (laughable - though no-one was laughing at our end). We had to bodge things and we still have bits left over. One suggestion from customer support included "attach some kind of pliable metal plates to the back of the door post". The location of the door seemed to the issue. Like most doors in our house, it's not in the center of a wall. I cannot count the number of times the door almost finished in the skip, but eventually we managed to get it up (missing various bits). It kind of looks ok. But if I could go back, I would get something else
May 31, 2024
Unprompted review
Reply from Eclisse UK
Dear MrD
Thank you for your detailed feedback regarding your experience with the Syntesis glass pocket door. We sincerely apologize for the frustration you encountered during the installation process. We are always grateful for customer feedback and are in the process of reviewing the instructions to ensure they include some additional helpful installation tips going forward based on your feedback. Regarding the specific issues you faced, we recognize that the standard installation method of screwing through the studwork into the back of the door post was not possible given your choice of installation location and therefore your installers needed to find a workaround to avoid screwing through the Syntesis doorpost face and into the studwork. We appreciate your perseverance in getting our pocket door installed.
Best regards,
ECLISSE UK
Extremely Disappointed with Eclisse's Service and Website
I had today an incredibly frustrating experience with Eclisse, and I feel compelled to share it in the hope that others might avoid the same ordeal.
Firstly, the Eclisse website is a complete disaster. It's incredibly confusing and makes it nearly impossible to determine which Piano Round Bathroom/Privacy Lock Set you are selecting. There is no clear way to see what color you are picking, leading to unnecessary mistakes and frustration.
Despite my careful attempts to choose the right product, I ended up receiving the wrong color. When I reached out to Eclisse for assistance, I was met with nothing but rudeness and unhelpfulness from their customer service agent. The agent had the audacity to tell me that I didn't know how to use their website correctly.
To make matters worse, when I requested to speak with a manager, I was told none was available. Additionally, they refused to provide me with the process for filing a formal complaint, which I believe is mandatory for any reputable company.
Eclisse's lack of professionalism and poor customer service is appalling. They clearly do not value their customers or care about providing a satisfactory shopping experience. I strongly advise against doing business with Eclisse unless you are prepared for a confusing, frustrating, and downright unpleasant experience.
Stay away from Eclisse!
June 24, 2024
Unprompted review
Reply from Eclisse UK
Dear Francois,
We sincerely apologise for the confusion and frustration caused and appreciate the feedback regarding our current website. We always appreciate feedback about how we can improve the customer experience, and this has been forwarded to our Marketing Team. I know you have spoken to our Customer Service Manager and believe the situation has resolved to your satisfaction. We take customer complaints seriously which is why our Customer Service Manager called you straight back as soon as he was back at his desk. If you have any further questions or concerns, please contact us back.
ECLISSE UK
Outstanding Customer Service , Great Products
Excellent quality glass doors that look stunning and work faultlessly. When everything with your project seems to be going wrong, you really need the depth of experience and level of customer care that Eclisse provide . From concept to installation of four bespoke glass pocket doors, three off the shelf glass pocket doors and seven frameless hinged glass doors clear, sandblasted, patterned and opaque, everything was as specified and correct. Building overruns lead to long delays and changes to the delivery schedules but special recognition to Carole Mattless and Customer Relations Team whose patience, empathy and professionalism pulled us through some very difficult times. Outstanding service, top quality products . It was a genuine pleasure to do business with this company.
May 20, 2024
Unprompted review
Reply from Eclisse UK
Hello Sultana,
Thank you for sharing your experience with ECLISSE UK. We love to hear from our customers, and we are so happy that you are pleased with the service. We will make sure to pass this on to Carole and the team.
ECLISSE UK
Exemplary Customer Service
We have a beautiful pocket door from Eclisse which started to come apart last Autumn. When I finally got round to emailing them to ask what could be done, I had a response within the hour. On sending photos of what was happening, again they got back to me within the hour and sorted a replacement without a quibble. Exemplary customer service which is so rare these days.
February 29, 2024
Unprompted review
Reply from Eclisse UK
Hello Stella-Maria,
Thank you for sharing your experience with us. We love to hear from our customers, and we are so happy that you are pleased with the service. We will make sure to pass this on to the team.
ECLISSE UK
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What A Great Company
Fantastic Company! Every team member I came into contact with went out of their way to help me find the items I urgently needed.
I have no hesitation in recommending Eclisse to anyone.
December 20, 2023
Unprompted review
Reply from Eclisse UK
Hello Ramon, Thank you for your kind review. We appreciate you taking the time to share your experience with us. ECLISSE UK
Really helpful and responsive customer…
Really helpful and responsive customer service
November 28, 2023
Unprompted review
Reply from Eclisse UK
Hello Elliot, Thank you for sharing your experience with ECLISSE UK. We love to hear from our customers and we are so happy that you are pleased with the service. We will make sure to pass this on to the team. ECLISSE UK
Great product really simple to put…
Great product really simple to put together. Clear instructions and feels very sturdy so far. Cannot wait to see it plaster-boarded in now.
November 5, 2023
Unprompted review
Reply from Eclisse UK
Hello Francesca, Thank you for your kind review about our products. We appreciate you taking the time to share your experience with us. ECLISSE UK
We were so pleased with the pocket…
We were so pleased with the pocket doors from Eclisse. They are great for space saving, blocking noise and they glide smoothly across their runners. Would highly recommend!
April 1, 2023
Unprompted review
Reply from Eclisse UK
Hello Catherine,
Thank you for your kind review about our products. We love to hear from our customers and we are so happy that you are pleased with the product.
ECLISSE UK
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Avoid - False advertising - poor quality materials
You don't know what you buy as the product (Classic Single Pocket Door System) does not match the description: Online, the jamb kit is described as being "made with a beechwood veneer* that is unfinished and paint/stain ready.", where the star refers to an annotation "We reserve the right to supply jambs with alternative wood/finish"...
Guess what: there is no beechwood to be seen, and the quality of jamb kit is a disappointing pine veneer mounted on an MDF core. Really???
Given that pine is much softer, this clearly is a much inferior quality product than promised. If this is what they deliver, then they should tell their customers in advance. They do not... Just something to be aware of before considering to buy from them.
August 15, 2023
Unprompted review
Reply from Eclisse UK
Hello,
We are sorry you have been disappointed by the jamb kit supplied with our Classic pocket door frame. On the FSC label on the end of the jamb box you will find the description MDF RIV TRC FAGGIO. Our jambs do include sections that have a finger jointed fir with a beechwood veneer such as the vertical pocket jambs and also MDF with a beechwood veneer for the doorpost and top horizontal jambs. MDF is machine dried and pressed to produce dense, stable sheets that is more stable than solid wood in many areas. The MDF used in our jambs is made with the fibres made from the best quality timber and also comes with a beechwood veneer. "Faggio" is beechwood in Italian. If you have a look at this link (https://www.timberblogger.com/beech-vs-pine-wood/?utm_content=cmp-true) it shows the difference in colour between pine and beechwood which is still light, but slightly darker in colour. As it is a natural product the shade can vary.
We reserve the right to supply jambs with an alternative wood/finish to the same level of quality as the supply of particular timber and timber veneers can be affected by factors outside of our control (e.g. pandemic, wars etc).
If you remain unhappy with your choice of product please feel free to contact us on 0333 5770828 with your name and order number so we can address your concerns. We also have a pocket door system that is architrave and jamb kit free and you may prefer this option.
ECLISSE UK
Problems solved easily, why can't all companies be this good.
Really good company to deal with, experience made all the more pleasant talking to Customer Service Advisor Carole Mattless. Extremely knowledgeable on product detail, made whole process very easy indeed, so a big thank you to Carole, well done. Look forward to receiving Pocket Door Kit, next day delivery a bonus too.
September 27, 2023
Unprompted review
Reply from Eclisse UK
Hello Robert,
Thank you for sharing your experience with ECLISSE UK. We love to hear from our customers and we are so happy that you are pleased with the service. We will make sure to pass this on to Carole.
ECLISSE UK
The speed and clear instructions really…
The speed and clear instructions really made this pocket door kit excel above the rest , with the built in brushes it added a smooth and quiet action on the door movement!
August 30, 2023
Unprompted review
Reply from Eclisse UK
Hello Chris,
Thank you for your kind review about our products. We appreciate you taking the time to share your experience with us.
ECLISSE UK
Lost part- immediately resolved
We lost a part which was holding up the job and and Zoe and Carole sorted this immediately with a replacement. Great customer service!
July 26, 2023
Unprompted review
Reply from Eclisse UK
Hello, Thank you for your review. We appreciate you taking the time to share your experience with us and we will be sure to pass this along to Carole and Zoe.
ECLISSE UK
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Carol and Alison A1 customer service e
Carol and Alison , absolutely excellent friendly and professional customer service start to finish.
Post pandemic this is rare experience with companies well done- Credit to Eclisse UK.
May 16, 2023
Unprompted review
Reply from Eclisse UK
Hello Adrian,
Thank you for your kind review. We appreciate you taking the time to share your experience with us. We will be sure to pass this along to the team.
ECLISSE UK
Great product and great look!
We were recommended this product by our builder based on his experience of using them with other renovation projects. We’ve never had pocket doors before, just internal French doors but wanted to go for something that was room efficient and more slick. Glad we went with this option and Eclisse - the installation was straight forward and quick and the end product looks great and really smooth and sleek to use. We’ve had many compliments about them - would definitely recommend Eclisse to others!
April 30, 2023
Unprompted review
Reply from Eclisse UK
Hello Amanda, Thank you for sharing your experience with ECLISSE UK. We love to hear from our customers and we are so happy that you are pleased with the product.
ECLISSE UK
I've worked with Eclisse for numerous…
I've worked with Eclisse for numerous years now and they always offered excellent customer service, in particular, John Neale’s technical knowledge and attention to detail is second to none. Thanks
April 17, 2023
Unprompted review
Reply from Eclisse UK
Hello, Thank you for sharing your experience with ECLISSE UK. We are so happy that you are pleased with the service. We will make sure to pass this on to the customer service team. ECLISSE UK
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