On this page
After your order is delivered or collected, a member of our team may send you a review request by email or text. Its main button, "Review us on Google", opens the Google review page of the branch that handled your order. The same Google link is printed as a QR code on your invoice, delivery note and till receipt. We never filter who is sent to Google: every customer gets the same link, whatever they think of us.
How do review requests work?
A delivered or collected order creates a review request that waits for our team. Nothing is sent automatically. A member of staff chooses to send it by email or by text.
The message also carries a "Rather tell us privately?" link to a page of our own, which is yours alone:
- it works once, the first answer you send uses it up
- it lasts 30 days
- a resend gives you a fresh link
We send at most three messages for one request, no more than one a day, and no more than two requests to you in a week. A review request is treated as marketing. If you have unsubscribed, replied STOP to a text, or withdrawn marketing consent, we do not send one.
How do I leave a review?
Step 1: Open the Google link
Press "Review us on Google" in the email or text, or scan the QR code on your invoice, delivery note or till receipt. Google's own form opens for the branch.
Step 2: Or use our own page
The private link asks for 1 to 5 stars and an optional comment. It also shows "Review us on Google" at every rating. From 4 stars, the Google button copies your comment so you can paste it into Google's form, because Google's form cannot be filled in for you.
Step 3: Tell us privately if something went wrong
Below 4 stars, our page also offers "Tell the owner directly". Your message goes to our team as private feedback and is followed up. It is never a step you must pass before reaching Google.
Which Google page does the link open?
The Google review page of the branch that handled your order. Glass orders are reviewed against our Fulham branch and hardware orders against Park Royal, the same branch that is printed on your invoice.
What do you publish on the site?
Reviews from customers whose orders were delivered or collected appear on our reviews page and on the product pages. Each one shows the stars, the date and that it was a verified purchase. Only a delivered or collected order can leave one, and each order can be reviewed once.
New reviews are checked before they appear. We publish genuine reviews whatever the rating. We may reply in public under a review. We hide a review only for a stated reason, such as abuse, a defamatory claim or someone's personal details, and every hide is recorded with that reason. A review is never hidden for being negative.
How are the ratings worked out?
We only show an average where real reviews sit behind it:
- Google ratings per branch come from Google's own figures for that branch.
- Our delivered-order rating comes only from reviews of delivered orders, and shows only when there is at least one.
A handful of Google reviews we show on the site are labelled "Selected Google reviews". They are never averaged into a rating. The review prompt also appears on your order's tracking page once it is delivered.
Where to go next
- Read what customers say: our reviews
- Tracking your order
- Your data and messages
- Making a complaint
Questions we get asked
My review link says it has already been used
Each link works once. If you did not use it yourself, ask us and a member of staff can send you a fresh one.
Will my name appear with my review?
The name you give with the review is shown with it. Your email, phone number and address are never shown.
Can I review an order that was not delivered?
Our own reviews come from delivered or collected orders. You can still review us on Google at any time.
Something went wrong with my order. Should I review it?
That is your choice and the Google button stays open. If you want it put right, tell us through the contact page or the private feedback link as well, so a person picks it up.
Contact the team with your order reference and the step you need help with, or search all help topics.