Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase custom French doors along with windows for our home. All measurements were taken, however, we later received a call stating that French doors were not feasible, leading us to decide to replace the front door. Unfortunately, when the door arrived, it was the wrong colora dark purple that did not align with our existing aesthetic. Upon reporting the issue during installation, the installer just installed the wrong color door but didnt finish the installation. Multiple attempts were made to rectify the situation, including calls to the company. Another installer came to finish the job after several weeks. The company initially committed to fixing the problem but later informed us that he couldn't reorder the door. We then escalated the matter and was assured us that he would discuss it with the owner. Subsequent updates were hard to come by, necessitating repeated outreach from our end. Eventually, we were informed that the door couldn't be reordered, but a $2,000 credit would be provided for painting. Then despite multiple emails and calls, it was only after much delay that we received a response from ********, who assured us that the door in the correct color would be ordered. When the replacement door arrived, however, it was incomplete. ****, the installer, attempted to remove the stained glass from the original door to transfer it but was unable to do so. Further delays ensued as we waited for an additional part to complete the installation. This has been an exhausting experience for us, and it has required us to repeatedly take time off work and rearrange our schedules. We are extremely frustrated and disappointed by the lack of follow-through and the poor customer service we have encountered. After more than a year of setbacks, we simply want a full refund for the door so that we can move on and find a replacement elsewhere.

  

  Business response

  11/19/2024

  We sent this email to the customer:

  Good morning, I wanted to reach out and let you know that I have talked to **** and he said that he has told you he would be back as soon as he can and would be coming back during the time frames that would work for you, so you don't have to miss work, which calls for him to work after hours on his own time.  
  
  I am sorry for the miscommunication, but **** is doing this on his own time to accommodate your needs. As for The Window Store contracted sale of the original door that was installed and completed we have completed on our end.  
  

  As a sign of goodwill we did reorder a door that you wanted after you decided the color wasn't what you liked or wanted and we agreed to cover that cost for another entry door for you at no charge which is well over a $4000.00 loss with labor and material to our company.  So in all fairness we are going above and beyond for you and we will honor that at no add cost to you.  
  
  **** will be reaching out to you to get this addressed, seen as he is the one handling this from this point forward and on his own time.  Again I am sorry for the delays and time this is taking to get this to what you want it to be, but we are doing what we can with what we have to work with.  Have a good week.   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company sent out a 'marketing' person, not a salesperson to give me an estimate on kitchen Refurbish, replacing drawers, doors and cabinet surfaces, not a total new install. This should have been the first red flag. He badmouthed their competitors for prices they charged. Should have been second red flag. I agreed to a price, signed a cancelation sheet which had nothing about a 25% cancelation fee on it, later found it on the back of the contract. Four days after the lady did measurements, not even from *********, from *********, should have been red flag three, I found two companies that did all new cabinets for 40% less. I immediately callagain. 'marketing guy' and canceled the project. He hung up on me. Called the company multiple times, never got a person to talk to, so left a message, canceling again. Next day the measurements lady called, I explained I could get everything new for 40% less, why would I Refurbish. She said she'd call the next day, never did. They sent a cancelation form in the mail, signed it and sent it in. Got a call a few days later and was told I would not have 4300 returned as a 25% cancelation penalty because project was started. I said impossible since there was a 10 week lead time, then was told Blueprints were done. I explained the new company, new cabinets, was delivering new cabinets in a two week period, not 10, and gave me Blueprints with the estimate. Response was 'you're not getting your money back'. Why isn't 25% cancelation penalty on the cancelation policy sheet? A good company would do the right thing and refund the money since the project was canceled 4 days after measurements. DO THE RIGHT THING AND REFUND THE MONEY!!!

  

  Business response

  08/26/2024

  Hello,

  I can understand the frustration of this customer. We did everything according to our policies and what it was signed in their contract. 

  We refunded the portion that, according to our contract, we had to give back. 

  Customer response

  08/26/2024

   I am rejecting this response because:
  Any good standing company would return all money since the project was not started.. it's just the RIGHT thing to do!!!  Hiding a 25% cancelation fee on the back of the contract instead of on the cancelation **** says all you need to know about this company...BEWARE!!!!...There are at least two upstanding companies in ********* that do brand new cabinets for half the price of this companies refurbished cabinets.

   

  
  

  

  Business response

  08/29/2024

  Kitchen was sent to measure on Friday, 6/28
  
  
  I called him on Monday, 7/1 and scheduled his measure appointment for 7/16
  
  
  I measured his kitchen on 7/16 as scheduled. 
  
  
  On Monday 7/22 I called him after I was forwarded his voicemail stating that he wanted to cancel. He stated in that call that he found a different company who was going to build him all new cabinets for less money and with a shorter timeline. He was easy to communicate with during both the measure and the phone call afterward but did express that he lost his temper when talking with ***. He also mentioned he wanted to take out a full page, derogatory ad in the local paper and leave a negative review on the BBB website. He said he understood he was breaking the contract but was hoping we would do the right thing and give him most, if not all of his money back. I did tell him my boss was out of town that week and that I would get back to him.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked for the appropriate information for the ****** of windows so I can get a tax credit. After weeks of trying it was pushed up to a manager who has not gotten back to me for months. Now I have a warranty issue and its no surprise that they will not return the call. Very disappointed in their customer or rather lack of customer service.

  

  Business response

  07/09/2024

  Hello,

  First time hearing about this. This morning my marketing team sent me a service request that I know will be handle in the next business day. We offer warranty in our installations and products. This issue will be resolved. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the windows installed. The trim did not match the size of the previous window. There is a 1.5" space around 2 large windows that was left unfinished and rough. I had to call several times to get a response. When the tech came out he made mention that they usually match up or they finish by using matching paint. He said they would get back to me. A couple weeks later and a few more messages over a few days after not hearing back I had to call again due to water coming in window. The tech again returned in a timely fashion after getting ahold of them. I explained one of the windows was bowed, a screen was bent, and the trim I had not heard back on. He said he could replace the screen, but the other issues were not in the contract. I replied that neither was a window that didn't match the previous window, and that should be disclosed; you measured the window. When asked "So you are doing nothing for me?" He shrugged Conversation is over.

  

  Business response

  10/17/2023

  This is the first-time hearing about his bow window and the bent screen. His windows have warranty, and we can take care of this. 

  Regarding the trim and window style. We ordered and installed exactly what was in the contract. Everything that he chose, it is there. We have been there a couple times, and he never mentioned the first. 

  Also dealing with him has not been easy, rude on the phone, rude with my tech, threatening and we do not do business that way. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We had entered a contract with The Window Store for a remodel of our kitchen. They began the remodel on time, but have failed to complete the remodel and live up to their contractual obligations. We have everything in writing. We are currently paying back the amount used to finance the kitchen with a third party credit agency they billed prior to the job completion. I have attempted many times to contact them about finishing the contracted work in which they have failed to call me back.

  

  Business response

  08/18/2023

  We installed their kitchen and we had to reorder some material with our vendors. This week everything arrived, and this has been taken care of. 

  Customer response

  08/23/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They simply took longer than asked to contact me about finishing the project. I wish the project didnt take four months to complete, but they did complete it.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 15, 2020, The Window Store completed the work on my refaced kitchen cupboards. The total cost was $13,528.00. I had chosen Alderwood. At first, I was very happy with them, but kept noticing small flaws here and there such as scratches and small dents and holes. Also, I complained that the floor trim dented too easily. At first they were prompt at replacing most the defective doors/drawers. But the replacements were also defective, and they didn't replace all of the originally defective doors. Their employee came out and took pictures of the multiple defects. Nothing happened. (I'm sorry I didn't keep exact dates of all of this.) I quit complaining about the dents my vacuum made around the floor trim. So, I've been waiting and waiting for the replacements. On August 19, 2022, *** said they were not going to replace cupboards that I damaged myself. I said I am only talking about the products that were installed already defective. The only replacement I want extra is one piece of trim that early on somehow got dented after installation, and their employee ***** said he would replace, but otherwise they were all installed with the defects. He said "that's bullshit". On July 6, 2022, they sent a new employee (***) to take pictures, who said all of my complaints are valid except two that were questionable. The manager, ********************* (sp?) does not return calls. Their schedule person does not return calls, either.At one point I demanded free replacements for dents on the life off the cupboards or to replace them with oak which is a harder wood. They completely rejected this request and I dropped it.How can I get them to stand behind their product? The warranty was only a year, but I'm talking about either original defects, or replaced parts that had defects when or before they were installed.

  

  Business response

  09/07/2022

  The original review posted by the customer states "The ********************************************* just finished my kitchen cabinet refacing. Everyone who came to my house was friendly, on time, and efficient. This Company has the best customer service that I have seen in a long time. You are always talking to a human being, not a computer. The work they did was excellent, and it looks fantastic. I could not be happier with this Company." However, since then, the customer has updated her review and repeatedly asked us to come back to repair/replace damaged caused by the homeowner herself. We did this several times as a courtesy for this customer, however, at some point we do need to draw the line as a company when a customer continues to damage her product and requests us to repair/replace it free of charge. This project was initially installed in October of 2020.

  Customer response

  09/07/2022

   I am rejecting this response because: The phrase "caused by the homeowner herself" is untrue.  Every scratch I am complaining about was there upon installation, be it original or replacement (except for one, which I did not do myself, but a guest of mine must have done when I was not looking). Early on though, their employee ***** promised he would replace it. The kitchen does look beautiful unless you are up close and/or the light is shining on it.  That is when you can see the scratches.

   I do not appreciate being called a liar, especially on social media, and for that I expect an apology. 

   The Window Store contacted me yesterday and said the replacements are on order. However, there is another door in question that their rep said is not covered because they claim I did it.  IF it is the one I think they are talking about, it also is not true that I created this small gash. I will say that I am tired of "he said, she said".  This is one company I will not do business with again.

  The next step is scheduling the installation when the replacements are in their warehouse, so I am waiting for their call on that.

  
  

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2018, I purchased $28,000 worth of windows and a new front door. The products sold seemed on the cheaper side of windows I had purchased in the I had a window crack overnight, for no apparent reason, and the "warranty for breakage" I was sold in 2018 is apparently not true. We spent over $28,000 on windows for our house because we were told that breakage would be covered "even if a ball went through it from our kids", only to find out breakage that occurred was not covered by our purchase. The company that produced the windows, Alside, indicated that we didn't have "breakage" on our warranty and the Window Store emailed me to tell me that they would not honor their sales warranty either, and then stopped answering the phone.I have held off lowering this rating on the company waiting for a reply or an answer on how I would go about fixing the window and there has been none. I am now considering what type of legal action I would be able to take due to this complete lack of service and dishonest business practice. The sales woman who promised the warranty mentioned above, ***, is no longer with the company.In addition, the windows purchased have had other issues like plastic pieces that lock in the double hung's popping out over regular use. The service from this company had been good until there was a question of warranty coverage on what I was sold and since then they have completely flaked. ****** is the only name I have from the service department, he doesn't answer the phone, and there has been no other attempt to help me out.It's been three weeks now since I have been trying to work with The Window Store to fix the window that broke, and they have done absolutely nothing to cover it by the warranty they promised, fix it, or sell me a new one. They have completely left me hanging. Stay away from this company, use an actual company that makes windows and stay away from these people that have no intention of fixing what happened to the product they sell.

  

  Business response

  07/18/2022

  The product has been re-ordered and TWS is covering the cost. Homeowners have been updated verbally.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩