We wanted a Pella sliding patio door with the blinds built in. It was easy enough to have a sales person come to our home and provide a quote. We agreed to proceed with the purchase and it has been nothing but a HUGE headache since then. Someone came to do the measurements and the door was to be installed about a month later. I got an email about a week before the install saying that the installer wanted to chat with us first, what time was convenient for us? I replied with times but never heard anything back so I assumed we would either talk on install day or there was no longer a need.
On the day of our install (after we had made arrangements to be home for the day, cleaned and decluttered the area), I emailed our sales person to see if he had any idea when the installers would arrive and got a reply saying my install was no longer scheduled for that day. No notice had been given to us at all!
I was told that a 'master installer' had to come out to the house first as there may need to be some added work done to the space before the new door could go in. After several days of follow up, a master installer came about one week after the original install date and gave us information and pricing on what needed to be done. We agreed to it, signed back all the paperwork and worked out a date with the master installer when he was free to do the work. I emailed our sales person to update him and asked him to confirm the new install date. That was two weeks ago and for some reason, this new install date could not be confirmed, nor could an alternate date be given. There has been no reason given for the continual delay and it has become my part time job to follow up every day to find out what the hold up is and when we will finally get our door installed.
At this point, I have asked to speak to a manager and just want a refund for our purchase and will go with another company. This customer service, communication and incompetency has been unreal. I expected so much more from Pella and am so disappointed with how this has been handled. It shouldn't be that hard to complete an order!
Update: I was really hoping to update this with a good news ending but that is not the case. Although we were contacted by a manager who assured me that he would see our installation through to the end and make sure it got done, they didn't show up for the agreed upon delivery date.
I am actually flabbergasted that they have dropped the ball again after seemingly trying to get things back on track. We were offered a small financial compensation and agreed to move forward with a new installation date. But that date was today and no one showed up. I have left two messages for the manager that assured me he would make this right and have not heard back from him yet.
At this point, I will be escalating our experience again and will only be happy with a full refund. So disappointed and frustrated.