Exitile Access Ltd Omdömen 154

Excellent customer service as always, Swift responses on prices, data sheets and delivery options. Great example of an organised and customer focused business.

Easy and speed

We recently purchased a bespoke access panel from Exitile and unfortunately encountered significant issues with both product quality and customer service.

Product Issues: Upon delivery, the packaging appeared intact, so we proceeded with installation. However, once installed, we discovered visible damage to the product. We had photographed the item both upon receipt and during installation, and the damage was present in both images—confirming it arrived in a faulty condition.

Customer Service Experience: When we raised this with Exitile, we requested a partial refund as a resolution. As environmentalists, we believed modifying the existing product would be the more sustainable outcome for both parties, avoiding unnecessary waste from returns and replacements.

Instead, Exitile insisted we either return the item for a full refund or accept a replacement. This was impractical given the product was already fitted by professional installers, and disassembly would have been costly and disruptive. We had already experienced delivery delays that caused rescheduling costs on our end, yet Exitile seemed unconcerned about these complications.

Disappointing Resolution Attempt: We have been patient and understanding throughout this process, providing photographic evidence and proposing a reasonable compromise. Exitile has not engaged constructively with our request. We are now considering contacting the Ombudsman to escalate this matter, though we would prefer to reach an amicable agreement on the partial refund we initially requested.

Our Perspective on the Product: This negative experience is particularly upsetting because we genuinely believe the product itself is of good quality had it not been damaged. We were disappointed to receive a faulty item, but what turned an unfortunate circumstance into an unacceptable outcome was the unhelpful and unprofessional treatment from the managers throughout. They were unwilling to come to an amicable resolution for both parties, despite our reasonable compromise proposal.

Conclusion: For a company selling bespoke, premium-priced products, the quality control and customer service fell far below standard. We would advise potential buyers to carefully inspect items upon delivery and be prepared for limited flexibility if issues arise.

5 stars

Always great service and deliveries from this company

Enquired on a quote for my customer which was very quickly and efficiently dealt with by Jo McGoldrick. She was very helpful and knowledgeable as i am new to the business and wasn't sure what i was talking about Jo made sure i found the correct product for my customer and kept me up to date throughout the ordering process and whilst awaiting for the stock. extremely helpful and excellent customer service.

Great team and brilliant service couldnt ask for better! Thanks to emma and the team

Fast quote response and issuing of information when requested.

Fantastic customer service.
Was very easy to deal with the team. The order came in the agreed time. Quickest turnaround available by far. Great product.

Always helpful and get back to us very quickly.

Great service as always speedy next day delivery cannot fault well done

Excellent and prompt pricing, delivery and customer service from Emma and Greg. Highly recommend these guys.

The Fire Door Experts Team

quick response and great service

Fantastic experience as always when emailing Exitile access thanks to Emma Hobday, their sales manager! Whenever sending in an enquiry to Emma, the reply back is within the half hour mark allowing me to provide my end user with speedy response time with quotations. On top of always being sent extra information about the product weather it be spec or drawings, she sends over the full lot leaving no questions to be asked! She is an asset to this company and I look forward to further dealings with Exitile/Emma :)

we placed and order and we got Brilliant service

Using Exitile for our access panels is very easy, the staff are always helpful and make sure our orders are done efficiently and always when we need them.
We will continue to use Exitile for our panels as the service is always good. Thank you.

Really helpful sales team, very quick to complete a sale and get items delivered before a pressing deadline

Good product, great service, reasonable price