We saw Duration at the Grand Design show at The Ex...

We saw Duration at the Grand Design show at The Excel Centre in London and after some adjustments on the sizes we ended up buying felt that we got a good price. During all the communication we mentioned that the rooflights would be for a pitched roof.

We went to the showroom on Canvey island, just to see the products again before confirming our order and made some corrections. Some little things that we wouldn't have been aware off if we hadn't gone and spoke everything through with someone in person.

I found it confusing that the actual orders were placed with different departments (2 rooflight and 1 window) and it seems that the departments weren't talking to each other.

The delivery of the order was delayed, there was communication by SMS but couldn't get anything concrete out of anyone by phone or e-mail until I cc'ed someone higher up in. That seemed to work and got a firm delivery date.

When the builder came to install the windows the day after the delivery he asked me where the flashing for the rooflights were. I rang up Duration but had to send my query by e-mail to yet another person. Who came back sorry but we don't supply flashings. Having looked at the website on some products it stated flashing provided as an extra. Why then could I not get it for my rooflights? The response I got was very abrupt and just a 'we don't do it' end of story response. Not helpful in the slightest. I feel that, considering that I have pointed out that the rooflights are for a pitched roof, Duration should have said, by the way, are you aware that you will need to arrange flashing separately?

If you go with Duration be 100,000% sure that you know what you need and try and think of anything you might get as they will not be proactively making sure that you have all parts covered. Too many different people involved from quotation to delivery, not a single person looks after you from start to finish, communication ok-ish, after-sales team, non-existent.