I placed my order over the phone, supplying the correct measurements, while also supplying a picture with the correct measurements. They require you to sign off on the final order. In my case, measurements in the final order were incorrect. Unfortunately, I approved them -
that was my mistake. I don't believe the people taking orders over the phone are knowledgeable enough about doors and how they work. The door was a couple feet too short, something that should have been questioned in my opinion. It was a custom order, over $6000, therefore, they do not accept returns and were in no way helpful about providing a solution to correct it. I requested to purchase an additional panel but they would not sell me one as they did not want to be "responsible for it not matching perfectly"... even though this is MY door and I was willing to take that risk, using my money. So now I am left with a major construction project to redo the stucco in my garage, so that it will properly fit. My issue is that if the person taking the order was competent, she would have been more persistent about ensuring the measurements were correct. The only response I got is that they did not receive my picture of the measurements. I haven't been able to provide that proof, so I am stuck. I just think they could have been more helpful in providing a solution. Refusing to sell me a product so that I could make it fit without spending even more money, A LOT MORE, to totally reconfigure the space would have been at least a little helpful.
I do take responsibility for approving the final measurements, even though they were wrong. The only solution they offered was for me to sell it
myself to "someone" and repurchase a whole new door. To me, that is not good customer service. If you purchase a door from this company, (they are beautiful doors), please make sure you review your confirmation because they will not accept any returns, and will not assist you in making it work, by refusing to sell you a separate panel that I clearly was willing to take full responsibility for the final appearance.
It's sad that they treat their customers this way.
So dissatisfied with their refusal to help me make it work, fully aware of the final look. read more