ComplaintsforUnited Glass Co

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a custom window from this company on August 30, 2021. We were told it would take 4-6 weeks, when we called on 10/11 and talked with the owner he had no idea what order we were talking about. A week later we received a call that the window was in to be picked up. When we received the glass it was 1/8 inch too large. When we contacted the company, the owner - *****- stated that there was nothing they could do as we provided the wrong measurements. We read them the measurements that we had provided from the written piece of paper. At that point, the owner stated that he "remembers" every order ever placed and we provided the wrong measurements. He refused to do anything to correct the issue stating it was our problem because we provided the wrong measurements. The owner was rude and condescending. I find it a bit difficult to be true that a customer order 11 weeks ago is so fresh in his mind that he is certain the measurements are correct. Attached is a picture of the details we have written from the day we ordered it and a receipt for the glass from the company. You can see the discrepancy in the measurements along with the fact that the glass was not actually ordered until 10/11/21.

  Business response

  12/01/2021

  To Whom It May Concern

  My name is ******* ******, Office Manager at United Glass Co.

  **** *****’s husband ***** ***** had called in and spoke with me directly about ordering a unit. Over the phone, he gave me the dimensions of 67 7/8 x 43 ¾ x 1” tempered unit. Any time a customer orders exact size units over the phone, we make it a point to repeat sizes back more than once and to have the customer double check their sizes. After repeating this size back to the customer, he placed the order and paid for the order. No one had ever brought in any notes or had sent in any other measurements other than what was told to me on the phone. I had sent him a receipt on 8/30/2021 with the measurements he had called in: 67 7/8 x 43 ¾ x 1” tempered unit. I have provided a copy of the email and receipt and the date it was sent to his email at *********************. After sending this receipt, no one had ever called to make any corrections on sizing or anything else. I had also advised the customer that units would be taking at least 6-8 weeks from time of order to come in. This doesn’t include any back ordering on the manufacturer’s part as well.

  I had placed this order on 9/7/2021 and will provide a copy of that order/quote as well.

  Unless I am not in the office, I answer all phone calls and handle all the orders and payments. When the customer had called in to check on the status of the order, unfortunately I was out sick and was unable to answer questions about the status of the order. The next week, I was back in the office and the order had come in and I called the customer to let them know. They picked up the order, and ***** called in a couple days later claiming we wrote down the wrong size, and they had the correct size written on a piece of paper- that we had never seen. We had explained that I had repeated the order back, sent the receipt, and if there were any corrections to be made after, they were never made so the unit was ordered as it was called in. **** called back a little later and was very rude to the owner of the company, didn’t want to hear what we had to say on our end, and threatened to leave us bad reviews. Therefore, we couldn’t offer them any kind of discount or reorders for the customers.

  **** also mentions, on her receipt, there was a date of 10/11/21 written – which unfortunately was a bleed through from a different order. She had never mentioned this on the phone with us if it was of concern, but had talked about it in her reviews. Therefore, I never got the chance to explain to her that it was a bleed through on her receipt and provide her with the information of her ACTUAL order date of 9/07/2021 – which I have provided a copy of as stated above. We don’t usually like when customer’s call in sizes on units like that because of these miscommunications, but if they do, we make sure we take the responsibility of repeating things back, having the customers double check, and writing all correct measurements on receipts and other documents.

  We are very sorry that this happened and inconvenienced the customers. We always try to help in any way we can and make sure that if we are wrong, we stand by and correct our mistakes. I understand this was an expensive unit and they had to wait a while to receive it. Unfortunately, there was a miscommunication somewhere on their part, and they didn’t want to listen to us or hear how we could help them before threatening us with bad reviews. She shows our receipt and her measurements written on a piece of paper in her reviews, but as I mentioned, we had never seen that paper, and went off what was called in to us.

  We have apologized, and still apologize for the inconvenience this has caused everyone. Please let me know if there is anything else I can provide or do to help this matter. Thanks so much.

  ******* ******/Office Manager

  ****** ***** ** * ************ * ** ******* ** ******* ** ******

*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. ↩