Despite initially pleasant but unhelpful customer service call centre response, subsequent contact with Tommie and her team at technical support were able to promptly and professionally identify and provide parts for long since discontinued product in need of repair.
Buyer beware and stay away from this company!! They are terrible with zero customer service.
I had an order placed for some interior closet doors what is now 2 1/2 months ago, while it was supposed to ship in a few days.
The product has been delayed multiple times without any notification from anyone! Had it not been for my contractors constant inquiries as to where the product was, we would have been left in the dark. The customer service is beyond awful, between being placed on hold for extended amounts of time, to being advised if satisfaction was not being met to cancel the order.
Seriously! After the significant wait time for this product and zero communication with respect to delays and/or back orders they take no responsibility for the inconvenience this hold-up has caused and advise to cancel if not happy instead of offering some form of compensation. Clearly, customer satisfaction is not a priority.
I highly suggest anyone considering buying products from this company to look elsewhere. Save yourself the time and stress of dealing with anyone from this horrendous company.
I've been trying to get a hold of someone to purchase a part for closet doors I ordered, but no one seems to be able to help me. I've been placed on hold for more than 20 minutes, and the same happened to people at Home Depot who tried to connect with someone there to assist me. Doors look nice, but if you need parts for it, there doesn't seem to be any way to get that from the consumer or Home Depot.
Customer service really came through for me! Needed a part for my Barn door/bypass door, talked to Pam and Richard, I had the part in a couple of days. No delays!
Did a good job, Thanks again!!
This company is an absolute joke. They don't even make the doors, they import them from a third-party overseas. You can bet that overseas has Asia where they're exploiting labor and using cheaper materials. My item has been back order two times and by delivery I will have waited over 3 months, even though when I ordered it I had confirmation that product would ship within 5 business days. The customer service is horrendous and if it wasn't for my constant inquiries communication would have been zero. After all this back and forth they have the nerve to say if you don't like our situation cancel the order and offer zero compensation or explanation
There is no way to contact customer service. If you call the prompts will direct you to hold for a representative, or leave a message. There system is set up to repeat a message every 15 seconds,suggesting either continue to hold or leave a message. After a 20 minute wait, you are told to leave a message and automatically disconnected. And no return call!!!!
I would just like to say Richard was very helpful, polite, very knowledgeable about the product. It was great to talk to someone who was willing to go the extra step to try to help, its very hard to find people who still have great work ethics. Also a big thank you to Maria that directed him to me and making sure my replacement parts were received. Thank you again Richard and Maria
Cheers
David
Very nice shipping department. Got a full load in just 45 minutes.
It's been 5 months trying to get a simple 12' sliding mirror doors for my closet. First order the track came bent in half. Second order the track was the wrong color. The home building store ordered it wrong but it shouldn't have had to been ordered twice if care would've been taken the first time. Third track came and all though it was the correct color this time, it was damaged again! Fourth track on the way and guess what?..... wrong color! So, Lowes finally has the 5th track at the store and I haven't gotten there to pick it up yet. Wish me luck. If this is wrong we'll be asking for full refund and shopping elsewhere with a different door manufacturer.
The only positive things I have to say is that it's quality built and it's made right here in the good old USA.
*after posting my review I noticed that this company is based in Ontario yet all my packaging says Made in the USA.*
After 2 attempts to get a set of mirrored bifold closet doors I quit. The first set was the wrong width. Ordered again & waited and the 2nd set was 3 too short! Can these people not read an order or measure?! If there was a zero stars they would get that. Going to sand & paint my old closet doors. Maybe if you live in Canada they ll get your order right. So totally aggravated. They obviously don t pride themselves on a job well done.
Pam in customer service was the best. Great attitude to work with, knowledgable as to how to resolve my issue and personally ensured it was solved. Upon completion she followed up with me (THE NEXT DAY) with my resolution. This is a perfect example of how Customer Service Departments should work!
renin.com
