Just before i reply click on Olivias name and look at all 9 1star Reviews, this cusomer searches for issues.
I’d like to clarify the situation surrounding Olivia’s job to address the many inaccuracies in her review.
On the day of the initial appointment, I was just 14 minutes away from her property when she cancelled, citing a work emergency as she is a mental health nurse. I fully understood and agreed to return the following day to carry out the measurement.
I attended on 22nd April, measured the glass, and made it clear that our standard lead time is 10 working days, excluding weekends and bank holidays. The same day, the glass was ordered and paid for in full by me with the supplier.
Olivia first offered to pay in cash, which I declined. She did not ask for a card machine. Instead, she then offered to pay by bank transfer, which I accepted. At no point did she raise any objection to this.
Regarding the business name, I operate a limited company with two legal trading brands. This is fully compliant with UK law and was clearly explained to Olivia. I never stated I had five businesses—just two brands under one limited company.
An invoice and receipt were sent to the customer using the address on file, which I can evidence through my invoice system.
Between 22nd April and 6th May, there are 9 working days. During this time, I received repeated accusations of fraud, legal threats, and abusive messages. I was also threatened with negative reviews and wrongly confused with a completely unrelated company from London, with claims of “hundreds of bad reviews” that simply do not relate to me.
I admit communication could have been better, and I said this to Olivia directly. However, I had no updates to give until the custom glass was ready, as this is out of my control. I aim to keep customers informed where possible and act quickly once materials arrive.
Despite the abuse, I still have the bespoke glass unit, which I paid £150 for, and have made multiple attempts to install. Unfortunately, Olivia’s behaviour has made this extremely difficult.
She has:
Illegally recorded phone calls
Made defamatory and false statements, including online
Verbally abused me and my staff, including sexist and inappropriate remarks
Demanded completion on a bank holiday, which is unreasonable
Refused to provide bank details for a refund she requested — even though I explained bank transfer systems don’t show the payee’s account details
Although custom-made products are exempt from the 14-day cancellation period under UK consumer law, I still offered a full refund as a gesture of goodwill. However, she would not provide her bank details to process it.
From my perspective, this situation seems to have been escalated in an attempt to reduce the cost, as Olivia’s only proposed resolution was a discounted price.
To be clear, I am still willing to complete the work for the originally agreed price and have all communication and evidence stored to support every statement made here.
Example of a message I received from Olivia:
“If you do not bring the glass I have paid for & fit it into the patio door to my satisfaction by Monday 5th of May 5pm, I will be asking you for a full refund & seeking legal action to charge you for the cost of boarding 2 cats for 2 weeks & all associated costs plus reporting you to all trade groups & leaving reviews everywhere to inform others of the breach of contract... There are already many reviews that state you breached timescales... I will be adding to that if you don’t turn up.”
I pride myself on professionalism and have never received a review like this before. I take all feedback seriously, but it’s important that responses are based on facts — not threats, abuse, or misinformation.
In regards to phoning the police i urge her to call them as she is the only one of us that has commited a crime.
