George Bence & Sons Ltd
Appalling Service, Incompetent Communication, and Unfulfilled Promises

I am compelled to share my experience with Bences as a cautionary tale for anyone considering their services. My ordeal began on 8th April 2025 when Brian visited to take measurements for a new back door and a replacement kitchen window pane.

The installation was originally scheduled for 12th June, early morning. I took time off work (I am on a zero-hours contract) to accommodate this appointment. On the day, I was informed that the installer had called in sick. The appointment was rescheduled for Monday, 16th June, when the door was finally installed.

However, when the installer went to retrieve the glass pane from the van, it was found to be damaged.
A month passed with no updates, so I wrote to enquire. At the same time, I reported that the new back door locking mechanism was extremely difficult to use, something I would never have ordered had I known, especially as an OAP.
I received a reply acknowledging the poor service and was told that as a goodwill gesture, the window unit and installation would not be charged, and that Gail (Window & Doors Administrator) would issue a full refund. This was in early July, yet nothing appeared in my account. I waited until the end of the month, hoping for the promised refund.

By mid-July, the next appointment for the replacement window pane was scheduled. This time, the window pane was the wrong size and could not be fitted.

Finally, four months after the original order (8th April 2025), the replacement window was fitted on 7th August, and the door handle/locking mechanism issue was finally fixed, one month after it was first reported.

When I chased up the promised refund, I received no response. Upon following up again, I was told that Bences was “waiting to see if the window installation was satisfactory” before issuing the refund. Given the months of delays, poor communication, and repeated mistakes, it seems clear they were hoping I might forget about it.

Despite being promised a full refund of £148.80, only £48.20 was eventually paid into my account. To add insult to injury, there is visible writing on the new window seam, and the company’s response was that this is “normal.”

This entire experience has been marked by incompetence, poor communication, broken promises, and a total lack of respect for customers’ time and money. I strongly advise anyone considering Bences to think very carefully before entrusting them with their home improvements.

Company: George Bence & Sons Ltd
Country: United Kingdom
Region: England
City: Cheltenham
Postcode: GL53 7EG
Address: Fairview Road, GL52 2EJ
Phone: 01242237241

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