Daniela Smith

Review of Pella Windows and Doors - Char...

We bought a $7000+ door in May. Pella took half of...

We bought a $7000+ door in May. Pella took half of the money up front and has since ghosted us. We had an install on 8/11. They called on 8/10 to confirm the appointment, only to cancel the morning of 8/11. Since then, we ve tried calling, stopping by at the showroom, we ve left messages with multiple people to find out when and IF they will ever deliver and install our door. So far, we ve not heard back from anyone and no one will answer the phone when we call. Unfortunately, we made the mistake to pay by check. $3500 just gone. I would not recommend anyone buying from Pella. Not only do they have bad customer service, they took our money, did not deliver the service and product we paid for, and do not respond to calls.

UPDATE: They emailed us after I wrote this review. Sent us the same numbers to call that we ve been calling. Pretty useless and only meant to placate us. No actual progress or information. They did not even try to resolve the issue.

UPDATE: On 10/30 we finally had the door installed (Pella stated they had the door available for 10/26 install but we weren t able to make that date). The install crew was amazing and (almost) made up for the pain of dealing with Pella beforehand. I had asked for a discount on the door for the stress of the delivery process and Jason emailed me that they d give us $465 off the door. Of course, the final bill we got did not reflect that. But that was an easy fix, I only needed to forward his email to the office. We love the door and the crew left the house cleaner than they found it. We need all our windows replaced as well. The professionalism of the install crew has us tempted to go through Pella again. But we are not sure if it s worth the hassle of ordering and getting the product delivered.