SEH BAC - Ipswich Omdömen 59

I invited SEH BEC to my home to provide a quote for a new door handle, letterbox, and three hinges for a front door originally fitted by them in 2018. From the outset, I made it explicitly clear—both in my initial request and again in person—that I wanted like-for-like replacements.
A quote was sent via email, and on 13th October, I accepted it and confirmed the order by phone. During that call, I asked, “Are you sure it will be like-for-like?” The response was unequivocal: “Oh yes, I’ve looked up your original order, and I’ll make sure it’s the same.”
I was told I’d receive a call when the parts were ready, with a lead time of 4–6 weeks. However, on 16th October, I received an email offering a fitting date of 21st October, which I accepted.
The installer arrived promptly on the day. But after he left, I discovered that the new door handle and letterbox were not like-for-like. As a disabled person, I was unable to inspect the work immediately and had to wait four hours for someone to assist me via video call.
The original chrome letterbox has been replaced with a cheap-looking grey matt version. The chrome handle has also been swapped for a mismatched grey matt handle of a completely different shape. These are not equivalent replacements by any reasonable standard.
When I raised this with SEH BEC, I was told by the Customer Service Administrator that the original chrome items were no longer available because the supplier had ceased trading. I asked to speak to a manager. Conveniently, he was “not in the office.” I requested a call the next day. Again, I was told he would be “at the warehouse” and might call in the afternoon—but probably the day after.
I have since checked the website of the company that supplied my original door. They are still trading. So why was I told otherwise?
Furthermore, it takes minimal effort to find chrome handles and letterboxes compatible with my front door. The claim that no suitable replacements exist is simply not credible.
To make matters worse, I was not asked whether I wanted to keep my original handle and letterbox. They were removed and taken away without my consent, leaving me with no option to reinstall them.
This experience has left me feeling misled, dismissed, and without the product I was promised. I expect a full explanation, a proper resolution, and a commitment that this kind of misrepresentation will not happen to others.

UPDATE 22/10/2025:
After another call to SEHBEC, I received a follow-up from the Customer Service Manager. The conversation was constructive, and he genuinely seemed to understand the importance of good customer service. I’ve since sent him the relevant details via email, and he has personally committed to resolving the issues. He’ll oversee the ordering of the correct parts and ensure the work is completed as soon as possible.

UPDATE 06/11/2025:
SEHBEC attended today to install the reordered new letterbox and door handle. While the letterbox appears to be correct, the door handle fitted is unfortunately the wrong design—despite assurances that all items had been checked prior to the visit.

This is not the first error I’ve experienced, and I’m increasingly concerned about the reliability of SEHBEC’s quality control and scheduling processes. One mistake is understandable, but repeated issues are unacceptable and have resulted in unnecessary disruption and wasted time to me personally.


UPDATE 27/11/2025:
The correct door handle was finally fitted on 27 November. Unfortunately, the process was marked by repeated errors on SEH’s part, which is disappointing given the simplicity of the job. It is also important to note that the company retained the full payment from the outset, as I was required to pay in full at the time of placing the order. Overall, the service provided did not reflect efficiency or good customer care. They did get there in the end.

We've had installations done at 3 houses by SEH over the last 20 years. Our family have also had work carried out by SEH. The service from sales to after-sales has always been first class. The staff are polite, helpful and highly skilled. The products are excellent quality. Any faults have been rectified quickly and with no quibble. This is how building work should always be done. Well done SEH BAC.

Once again an excellent job replacing my front and back doors. From initial consultation to surveyor to installation. Very happy with the work, I highly recommend SEHBAC

This was the second time I have used SEHBAC and yet again the the installation was done on time and without any hitch. Thanks Gavin T for you expertise.

Very helpful in all the processes and the installation of the door was good. Efficient and friendly.

We are very happy with our new windows and the fitter on the day, Gav T was excellent.
The company and Gav T were also very good when following up a small issue with the product. Highly recommend both company and Gav T.

After deciding to buy a new conservatory for our home, from the initial conversation with the sales representative, John Barr to our survey with Andrew White, we have been hugely impressed with every stage of design and build and the suggestions on how we could make our initial thoughts even better by making some minor changes.

The teams attention to detail and their professionalism have been hugely impressive and we would have absolutley no hesitation in recommending SEHBAC as a business as their customer service is second to none. We were appointed 2 Project Managers (Cliff Tricker & Kev Wheeler), they helped everything run smoothly throughout the build.

Special mention must be give to our installers, Dan Goulding and Joel Smith, they worked so hard, tidied up after themselves throughout their time with us and did a fantastic job, we are very happy customers and are looking forward to enjoying our new conservatory once the final phase of electrics & plastering is completed.

Thank you very much.

John & Julie Tidyman

Excellent work done with two sets of French Doors with help and consideration given.

Great experience from start to finish. Good communications of what to expect throughout the operation. The two men assigned to our project worked like trojans, the old roof was off in approx 1 hour and the new conservatory roof was on and complete less than 7 hours later...very impressive.

I have used this company several times and have been satisfied with their service and work.
Sales person has always been helpful and responsive to any queries.
I would recommend them.

Our experience with SEHBAC/FINELINE was excellent. From Paul the sales team rep. to Tony the fitter. I have no complaints. I would recommend them every time. Thank you from my wife and I.

Excellent Service from great installation team. Efficient, fully competent, tidy & knowlegable on product. No issue too hard.

Thanks to Gavin Tipple, Gavin Helmson, John Richies, Stacey Vickers & Gary Rolfe

Been dealing with SEH for some years now.

Covered virtually every aspect of work on our home.

Staff are 99% great

Workmanship 100%

From the start, they listened. Nothing was any bother. The communication was great, I was informed every step of the way. The installation was carried out by Gavin, who was amazing, he was friendly and did an amazing job.

From the start,it was seamless as David is very knowledgeable in the window business.A bit unimpressed about the scheduled dates not being meet but the fitters were all great and the work looks amazing.

A simple front door replacement done without fuss.

Martin was amazing.
He gave me lots of options and was very patient when I changed what I wanted.
The whole process was easy, friendly and unrushed.

Everyone in the company from start to finish of having new windows fitted have been very friendly, helpful and efficient. The two fitters John & Paul have been exceptional it all looks fantastic. Many thanks to all at SEH Ipswich

After a prompt visit this morning, our new front door was fitted without delay by Gav H. Everything went smoothly and the site was left clean and tidy, Very happy with the service from SEHBAC. Thank you.

We have dealt with SEH many years and have always been very pleased with their products.