3 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from holly s
1 star06/22/2022
We had a terrible experience with Pella. According to the salesperson who visited our home, there was a significant wait time on most windows except for their *most expensive*, which we were told would arrive in 4 weeks. So we bought the expensive ones knowing they would be there when we needed them. We signed and paid in full, and did not get our windows until about 11 weeks later. However, it wasn't due to shipping delays or any other delay outside the company. Instead, it was because the order was not properly placed in time by the salesperson. This was confirmed by his supervisor. When i explained that the only reason we purchased those very expensive windows was the short turnaround, which was promised by the salesperson, the supervisor was willing to take 5% (and eventually brought that up to 8%) off the original price. Which is a pretty insignificant amount based on how much was paid, and definitely did not "make us whole" as he said he intended. In all, we paid way too much for windows that were significantly delayed due to an internal error, and the quality of those windows (fiberglass) is definitely not worth the price. Would not recommend.
New England Window & Door, LLC Response
06/24/2022
We apologize for your dissatisfaction with your purchase and product decision. Could you supply us with more information as to whom you purchased from as we do not have records of your purchase here. Your zip code would indicate you are from ******* and out of our service territory and likely bought from Pella of ******.Review from Leah F
1 star12/15/2021
DO NOT use Pella ********* ** and ****** ** locations. I recently experienced bits and pieces of what everyone else has described in their reviews of this company, including deceptive business practices and false advertising, frequent miscommunication and lack of communication, poor quality products and sloppy workmanship (except for 1-2 senior installers). On top of this, they left blood all over my house on Thanksgiving eve, did not clean it up correctly, and broke my kitchen faucet. In hindsight, it is sickening that the sales representative told me my experience would be nothing like what I read about online. For all the issues previously described, I've been the one to reach out to Pella to seek resolution, despite me being the paying customer. They have never once reached out to me proactively to try to make things right. For example: I've tried to contact their install department 10+ times in the course of a day and received no response, only to get a vague email days later with no actionable information and no apology for their lack of responsiveness. Ive been waiting 3 weeks for them to schedule another install date to finish originally planned work and now a recovery date for botched work that was done by their subcontractor. We were sold on an install over 2 days that should have been completed back in October. We are going on Day 5 over the course of 2-3 months, 6 months since we signed our contract with them. Theyre working on it. It's really disheartening to see that an organization of this size, who prides itself in being a family-owned business (as explained during the sales process as a differentiator for Pella), with a recent class-action lawsuit settlement and plenty of negative online reviews, is willing to treat its residential customers this way. They tout an outstanding customer experience and their relentless commitment to finding a better way, exceeding whats required and giving [their] best. These statements could not be further from the truth. When we signed the contract, I was proud of my investment in new windows as a new homeowner and was looking forward to completing the project with Pella. Unfortunately, Pella completely ruined this experience for me over the last 6 months and Im not even sure how to move forward. Please DO NOT use them.Review from Rhonda G
1 star10/26/2021
I have been working with Pella since June. I was supposed to have the door installed on September 9th. The day before it was supposed to be installed, they called and cancelled, because they were making the storm door. It had to be custom made. That is fine, but I am sure they knew before the day of installation. Now they were supposed to be here today between 7 and 9 in the morning to install the door. I was in touch with my sales person, and I didn't get any response. I wish I never went with Pella. I will never used them again for anything.
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