Warmaglaze
Success Story
"We found that TruFrame wanted to do more than just sell us a good quality product; they wanted to build us up and help us to grow our business. They’ve been so supportive from the very start and have given us some fantastic advice"
Matthew McShane, Warmaglaze Home Improvements Ltd
What brought you to TruFrame?
At the start of 2023, we decided enough was enough! We were receiving a really poor service from our existing supplier of windows, doors and conservatories and it was having a serious impact on our businesses. We were purchasing 80 - 100 frames a week from them, but time and time again our delivery was late, and often was incomplete. This meant we were then giving a poor service to our customers, as we weren’t able to deliver the frames they needed. This was extremely frustrating for us, as we’re a family run business serving our local community and we pride ourselves on offering an excellent service to all our customers.
Not only were our previous suppliers unreliable, the communication was really bad too. It would regularly take them 6 - 7 days to get back to us. In the meantime, our customers were chasing us for updates that we simply couldn’t give them, which was extremely frustrating and embarrassing.
This resulted in us actually losing quite a few customers; some of whom had been with us for years! Something had to change, so we looked for a better solution…that’s when we discovered TruFrame!
How have you found working with TruFrame and how have they helped you?
Since moving to TruFrame, that feeling of frustration is a thing of the past. We’ve been operating in this industry for over 25 years, and we can safely say, TruFrame really are second to none!
Their product quality, service and reliability is much better than any other fabricating company we’ve purchased from. But it’s not just about the products; we’ve found that TruFrame really wants to build us up and help us to grow our business. They’ve been so supportive and have given us some fantastic advice; which is already making a big difference.
From the start, we’ve been blown away by TruFrame’s service levels. The onboarding experience has been excellent - they really go the extra mile to make sure you get off to the best start. Phil, our Area Sales Manager, visits us every week to make sure everything is perfect…he even brings us coffee and donuts from the local coffee shop!
We’ve also had the privilege of visiting the factory up in Melton Mowbray, where we could see the windows being made and the cutting edge equipment used. Patrick and Kevin gave us a tour of the factory to show us how the windows are fabricated and hand-finished, which was invaluable. It really helped us understand the level of quality and workmanship that goes into a TruFrame window, which gives us a significant advantage over our competitors.
Another plus point about working with TruFrame is the online portal. We can order frames through the portal at any time, and also see the progress of our orders. This is great, because I can now give my customers a much better service. I can let them know when their product will arrive, and if there are any shortages, TruFrame lets us know straight away so we can keep our customers updated.
We were already impressed with TruFrame, but recently they proved to us that they really do go the extra mile! We had a frame delivered to us with a crack in the french door. I reported this to Phil, and he said he’d get it sorted. He didn’t just sort it…he got that french door sent to us the next day, hand delivered in the morning. You can’t ask for better than that! In this industry, stuff doesn't get sorted that quickly. Normally it takes 2-3 weeks, so this was a brilliant level of service.
What’s the best thing about working with TruFrame?
We find that we get recommended quite a lot more since moving to TruFrame. The quality of the products speaks for itself and we get trade customers coming in daily, saying how good the quality is and how the service is brilliant. That’s down to TruFrame - they supply us a brilliant service, so we can supply our customers with a brilliant service as a result.
