Glasfit Cresta/Blackheath – In-Store *******, Bad Service and Lack of Integrity

On the 15th Feb 2018, I was the victim of an in-store ******* at Glasfit Cresta/Blackheath. My cell phone, a Samsung Galaxy S8, was ****** right out of my hand while sitting at reception, waiting for a replacement to the front side passenger window of my Audi A4. Thankfully no-one was hurt!

A man came into the store inquiring about glass for his car. This would-be “customer” was obviously a ******** looking for an opportunity to ***** something of high value. I was obviously the “easy” target, innocently distracted playing a game on my phone, and not nearly attentive enough in a situation that no-one should ever be required, or expected to be.

This was a crime of opportunity but planned, never the less, as the man simply grabbed the phone out of my hand, ran out the store, and jumped into the open door of a car idling and waiting just outside. Before I even knew what had happened, shocked by the brashness of the whole thing, the car was already speeding down the road by the time I got to the entrance to protest.

Now, normally, I would have accepted this as sheer, utter bad luck and timing but the irony and, in this scenario, really big injustice of the whole thing was the reason I was there in the first place! Because Glasfit had *****ed up the replacement of my car window a week earlier, so I was back to have it replaced a second time!!! They scratched the glass the first time, put the door panel back incorrectly so it wasn’t sitting flush with the window, and also didn’t connect the electric window switch correctly so couldn’t operate it from neither the passenger nor driver side.

As my phone was not insured, I asked if footage of the incident could be obtained from the in-store cameras to assist with a possible police investigation, and also to ask if anything could be done from an insurance perspective. I was told that video footage was only kept at head office. Not that it mattered though because, after opening a police case and the police going round to investigate, it turned out that the in-store cameras were not and do not wor**** How about that for lulling customers into a false sense of security that their cars are safe while being worked on in-store!!!???

The real disappointment and frustration, apart from the sheer anger, was that I was stupidly expecting a big, well-known and respected company like Glasfit to at least compensate me by replacing my phone (which was only 9 months old), especially in light of the circumstances.

I would have accepted even part compensation but, instead, they threw their policy document at me saying that their insurance only covers them for damage and burglary to cars (although I’d like to see an insurance claim paid out when the in-store cameras don’t work!!). They actually referred to it as a common “mugging”! On their premises, in the “safety” of their store… a mugging… really!?

So much for the understanding, reputation, integrity and customer service we would expect from a company like Glasfit. These words obviously mean nothing to them and I’m afraid they don’t even live up to their own slogan “we fit the best, best” (defective glass and bad workmanship in my case).

Extremely disappointed with Glasfit and, even though they probably don’t care and this won’t mean anything to them, they have definitely lost a customer…