Appalling customer service and after-sales support
Security door satisfactory, but appalling customer service and after-sales support.
I ordered a security door from Magnificent Security in May 2026, costing approximately £5,000, and paid for it in full by June.
The door was manufactured and ready for installation, but I initially asked the company to delay fitting because my builders were not yet ready. This was entirely at my request.
On 13 August, I contacted Magnificent Security to confirm that the building works had progressed sufficiently and that the door could now be installed.
What followed was an extraordinary and deeply frustrating experience.
Despite repeated calls, emails and assurances, I was unable to obtain an installation date or even a reliable response from the company.
After almost four weeks of trying, I eventually contacted Indre Stankute, the owner or senior shareholder, directly on 7 September. To her credit, she intervened, and the door was installed within 48 hours, on 9 September.
The door itself was satisfactory and broadly what I had expected. Unfortunately, the quality of the installation was not.
My builder immediately identified several defects:
The door rattled badly even when locked.
The rubber draught seal did not make proper contact with the frame, leaving daylight visible through the closed door.
Fixing holes in the frame had been left with an untidy finish.
The internal lock escutcheon was missing.
I reported these issues in writing on 10 September, the day after installation.
After ten days without a meaningful response, I was forced to contact Indre personally for a second time. She apologised and assured me that a senior engineer would attend and rectify the problems.
That was on 21 September.
Since then, I have received repeated promises of an engineer attending, but no actual appointment.
On 5 October, I was told that the senior engineer was abroad and was expected back within days.
On 12 October, I was told that he had returned to the UK and that I would be given an appointment after discussions with Indre that afternoon.
It is now 17 October. Once again, nothing has happened, and I have received no further communication.
It is now more than five weeks since I reported the installation defects, and the company has still not managed to arrange for an engineer to attend, or even provide a date.
I find this quite extraordinary for a company supplying security doors costing around £5,000.
I am beginning to wonder whether Magnificent Security is experiencing serious operational or staffing difficulties. I have no knowledge of the company's financial circumstances, but the substantial delay in installing the door and its apparent inability to organise an engineer to repair the defects over a period of five weeks, or even communicate reliably with a customer, raises serious questions about its ability to provide adequate after-sales support.
I should emphasise that Indre has been courteous and helpful whenever I have contacted her directly. However, it is completely unreasonable that a customer should have to approach the owner of a company repeatedly, first to obtain installation of a fully paid-for door and then to have straightforward installation defects corrected.
My experience has been one of repeated delays, broken assurances and exceptionally poor communication.
I would strongly advise anyone considering purchasing from Magnificent Security to take these after-sales issues into account before committing to an expensive security door.
I will update this review if the outstanding problems are finally rectified.