Very disappointed with the unprofessional service from Glass Group

Item: The Glass Group
Rating: 3
Author: Mikha mikha.nankoo

Very disappointed with the unprofessional service from Glass Group. My appointment was confirmed on Friday, 24/10, for 10:30 a.m. on Monday, 27/10. By 11:00, I had received no feedback or update. After following up with both the company and my insurance, someone finally called after 13:00 to say the technician was on the way. When Lucky, the technician, arrived, he was incredibly polite, professional, and apologetic. He explained that he had been given an incomplete worksheet late in the day and that his jobs were scheduled all across Gauteng with no consideration for travel time or traffic. This is unfair to him, as he arrives late to frustrated clients due to poor planning, not negligence. Lucky was excellent, but Glass Group’s scheduling team seriously needs improvement to avoid unnecessary frustration for both clients and technicians.

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Replies (1)

The Glass Group's replyOfficial

27 Oct 2025, 16:33

Good Afternoon Ma’am

Thank you so much for sharing your experience with us. We sincerely apologize for the delay and lack of communication you encountered with our scheduling process — that’s certainly not the level of service we aim to provide.

We truly appreciate your recognition of Lux’s professionalism and kindness on the day of your appointment. Your feedback is invaluable and will be shared with our management and scheduling team to ensure improvements are made to prevent this from happening again.

Someone from our team will be in touch with you directly to personally apologize and to discuss how we can make this right.

Thank you once again for your patience and for helping us improve.

The Glass Group's reply27 Oct 2025, 16:33

Official

Good Afternoon Ma’am

Someone from our team will be in touch with you directly to personally apologize and to discuss how we can make this right.

Thank you once again for your patience and for helping us improve.