GEM Windows & Doors Castle Hill Showroom

BEST CUSTOMER SERVICE!! Dealt with a lovely lady named Ally, she went above and beyond for me! Order was ready within ONE business day. (During Christmas Period) Saved me driving from Alexandria to Castle Hill to their warehouse in the west. She organized absolutely everything for me and had me collect them from one location all in one day! She organized a courier and had the items delivered from Castle Hill to the warehouse where I was picking up the items from. Product was great quality! Was initially informed due to urgency was able to only obtain the windows the next business day and fly screens within couple days. Came there and everything was ready! In ONE day!! :D Ally was beyond pleasant, so patient and kind. Great customer service :) Highly recommend!

I am a builder about 3 hours west of Sydney. After a quick search on the web for a suitable timber Bi-old door system I came across GEM Windows & Doors. I must say there pricing was sharp, and they were very keen to help out. All of my communication was by email and phone, I never went to the factory at all. The door turned up on time and fitted the hole allowed just perfectly. I would defiantly recommend to others and I will be using Gem again. Great quality product.

I wish I could of rated GEM 0 stars because I really would have.Really great selling skills on the phone, but once my order was placed, and money taken, there was ZERO communication.I was told 4-5 weeks" to await my custom made stacker doors.Every time I called to ask when the doors will be ready

These have to be one of the worst companies I have dealt with in over 20 years in the construction industry.Our problems initially started with the windows being produced 20mm out of square. This took numerous calls and a lot of emails etc to get rectified.Then after this issue we had the screens delivered and they were 15m too small. Safe to say the client wasn't happy. This issue has been ongoing for a month, constant calls and all I get in response is we will call you back or it's booked for next Tuesday. They have now stopped replying to emails and calls.If your looking to purchase from this company I'd reconsider as you will get a poor product with even worse service.

Gem doors and windows is highly recommended. High quality products, good customer services and competetive prices. One of the door I ordered was a bit faulty, they came to the site and fixed it in less than 48hrs from the time I called them.

9 Months I've been dealing with their customer service to fix a faulty door. It has cost me hundreds of dollars and still isn't resolved. If you call the show room they will tell you they can't help and that it needs to come from their admin. The only way you can contact the admin is through email. They then take 2 weeks to get back to you via email and ask for photos. You then don't here anything for a further (minimum) 2 weeks.Then after complaining to the showroom for 20 minutes - they get someone to call you - they don't help you. They say they will get it sorted and never call back. There is no contact number available for these guys. You then don't hear from them and the process starts all over again.So if you want a rubbish product and appalling customer service then go see GEM Windows and Doors.The image shows how far the screen door slides before it stops - The catch can't go past the 1st stacker door because it is built too far out.

Between the 2 stores I have purchased all new windows and sliding doors for my renovation. They are the best priced and the quality is excellent. Mine took a little while however I chose the double glazed aluminium. I couldn't be happier, the sound and heat insulation is exceptional. They are a heavy commercial build and feel so solid and run well. The ladies at both stores were very helpful especially I think it was Liz at Castle Hill.

If I could give them a zero I would. We have repeatedly tried to get in contact with someone from GEM to resolve the defect in our door. We ordered a two panel sliding stacker door with flyscreen 10 months ago. We have had three builders try to install the flyscreen with no success. We then paid $150 for a GEM contractor to come out to install the flyscreen, who confirmed that there is a defect in the door. The flyscreen is therefore unable to slide past the second panel in the stacker door, meaning we basically have a normal sliding door as the second panel is rendered useless. After repeated attempts to email, multiple photos sent and multiple calls (either met with no one picking up or if someone does answer they tell us they will call us back but don't) we are fed up! We have paid $2k for a useless door and are unimpressed with the customer service or lack there of. They are happy to take your money but are not happy to help resolve any issues and it looks like we aren't the only customers to have this experience, by the looks of the reviews.Would never shop here again or recommend buying anything through these guys. Avoid at all costs.

Completely agree with Andy's feedback. I have had a very unpleasant and negative experience with these guys too. Very poor customer service from the lady there. After trying to follow up on my order for a few weeks and being promised a call back to check the order I finally got confirmation on my order 2 days before delivery (only 2 days notice after calling numerous times to check delivery date). I was told if I postponed I would have to wait 3 more weeks for the next cycle and pay an additional fee. And to make things worse they sent the wrong door and it was missing keys for it. Tried to work out a solution with them but the rude lady was no help.I would strongly recommend not to use them, unreliable, unhelpful and rude. I'm surprised they are still in business with the lack of customer service and service in general.And just to add, the quality of the door wasn't that great either which makes it even worse, wish I had spent that little bit more to get better service, a better quality door with a better company that could get it right the first time.