Complaints

• Initial Complaint

  11/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for cut glass approxmately 6 weeks ago. I have not receive the glass or correspondence about the order. Attempts to contact by phone have been unsuccessful.I need the glass, and either need to cancel or order from another vendor.

  

  Business response

  11/25/2024

  With the Customer's provided details we have checked our system, we don't see any order with the details under the Customer's name.
  Name:
  ****** ********
  Email:
  ***************************
  Phone:
  ************** 

  
  But only a quote request was sent to them which was never paid. We have called and left a VM to them so we can know more and see if they placed the order from another account or under another name. 
  We would appreciate if we can get clear information so we can have their issue sorted. 
  As per their request their sales *** has opened a case on their profile and is awaiting a response from them. 

   

  

  Business response

  11/25/2024

  The person filing the complaint never placed the order , we sent few communication to him but we were not able to connect with the customer , it seems that our communication emsils are going to his spam folder 

  He can call our customer service line or sales line at ************ , also I would recommend he can check his spam folder and mark us as "not spam "

  Thank you 

  

  Business response

  11/25/2024

  The customer never placed any order with us , he requested a quote and we sent several communication to him with no success to get a reply back 

  I believe our emails are going to his spam folder 

  I would recommend he calls us at ************ or check his spam folder and mark our emails as "not spam "

  Thank you 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for a large piece of glass (oversized) to be custom made for my table. I did this all online. The company was silent and completely misleading about delivery. They never offered white glove service and just said it would be delivered. In fact in some places it even says they will place it on the table. This did not happen. They delivered into garage and after calling and offering to pay they said they could not do anything. This is dishonesty at best and criminal at worst.

  

  Business response

  10/01/2024

  The Customer Reached out to us requesting a white Glove delivery, when the shipment was already delivered to their location (Home).

  We provide Free Kerbside delivery to all our Customers nationwide. We have attached the invoice for this Order as well, there were no extra charges for shipping, and we provided the service we advertise on our website (Free Shipping). 

  We know this isn't the experience the Customer wanted and we never want a Customer to be unhappy. We use third party Carriers and we need to abide to their policies when it comes to special requests like these. We tried to assist even after the service promised from our end concluded.

  We Contacted our Account Manager at the Freight Company and they informed us that after delivery such service could not be provided. And this information was relayed to the Customer over the phone as well. 

   

  Customer response

  10/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: the option for white glove delivery was never communicated or indicated at point of sale. In fact throughout the website it is misleading and states they will deliver and place item.  It is a falsity since the option for white glove was never offered nor explained. The customary delivery for such a large heavy and fragile item is in home delivery.  They should offer at my expense to have someone bring the oversized heavy glass from the curb into the dining room and have it placed  

  
  Regards,
  
  ***** ****

• Initial Complaint

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I purchased a glass from Fab Glass and Mirror on June 27, 2024 which cost $299.15. I requested a return on July 14th and provided the tracking number for the glass to ************************* and *************************. This is not a customized order. I have not received any communication from Fab Glass and Mirror after communicating with them multiple times.

  

  Business response

  09/16/2024

  Thanks for reaching out, we are aware that this return process took more than usual. And we apologize for the delay. 
  The process of return initiates when the return arrives at the warehouse. 
  We have attached the proof of refund in this response.

  We hope that this resolves the inquiry. 

  Fab Glass and Mirror Support

  Customer response

  09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The worst company to deal with! No customer service from *******************! Instead of responding to your concern he throws the contract in your face while that SAME contract is worded incorrectly. They did NOT advise they use a vendor for parts and they dont custom the parts for the CUSTOM glass you order. They say you must cut and assemble. They did not say the rod needs holes. If you make holes, there is a rosk the glass will not sustain, s**** appropriately. They did not say this detail. ***** the sales person did not advise this either. ***** said he ageed but read the contract. They alao did NOT tell me 3 packages were coming. Only 2. So I hired the installer and in opening the two deliveries there were parts MISSING. ***** didn't know at first but then FOUND the 3rd one and said it is in TRANSIT with no ETA no company info delivery and no tracking number. ***** his manager did not take call or complaint. I left a message and no return call. I lost money and don't have all the parts. So you end up having to cut to measure ( not an issue) then drill the rod ( ISSUE). ***** lied through his teeth, never knows anything to properly say. Responses like his make you seek a lawyer! Empty promises and lack of communication! Mistakes are always your fault... even if they admit to making them.

  

  Business response

  07/19/2024

  We took notice of the delivery issues and they were highlighted to the Logistic team once they were raised by the Customer.
  
  However, it is well known by all the Glass providers specially Shower Glass that all the Companies in States use CRL, as they are the market leaders."The part in debate here (Sliding Kit Rail /CRES78) is a pre-packed CRLaurence company based item which comes with a pair of Factory drilled holes by default on top of which, the Kit's very own manual recommends to make new hole adjustments yourself by drilling the new hole at the user's required spot after trimming off the excess part. (Proof attached).

  We also always clearly notify the customers in our Terms & Conditions shown to them in their fabrication drawings sent for their thorough acknowledgement and approval that this is a DIY project and the installation completely depends on their own as Fab Glass and Mirror will not be responsible in failure of these installs. In addition to these terms, we also clearly mention that parts like tracks, rails, headers will be sent in stock sizes so the user/installer has to trim it themselves. We also recommend seeking professional help to do the install. (Proof Attached) PDF file that was sent and was approved by the end user. (Please refe to page 4 of the file for the disclaimer) and page 8 where its clearly stated "FOR OPENINGS NARROWER THAN 53-1/4", CONSULT THE INSTALLATION INSTRUCTIONS ON HOW TO INSTALL THE HEADER BAR"
  
   Lastly, Drilling itself is a fundamental task in any type of shower door's installation. It is established that 'drilling' will always be involved as a basic task to secure/mount any type of glass panel to a wall and/or floor using the hardware parts.
  
  In light of above stated facts with proofs, we strongly believe we did not mislead the user about the product in any way and the failure to thoroughly review the Terms and Conditions stated in their own product's technical drawings cannot be molded into a misleading act." When this issue was brought to us, we shared the installation manual with the customer as we always do if any customer face issues while doing the installation. 
  
  The issue was raised and we provided the resolution and explained how to do the installation. Order is delivered in full with all the necessary parts and manuals to install the Glass in the Customer's Enclosure, if need be we are open to arrange a call with our Technical Team to guide the User's Installer through the installation process.
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date - April 8, 2024 Amount - $58.43 The business commented, through email, on providing a full refund after shipping mismatched brackets. Only a partial refund was issued. And now I have mismatched brackets that I have no need for (probably trash them) and I have glass shelves that still need to be hung on the wall from a previous order. The business has resolved part of the issue, if you consider partial refund resolving an issue. To be honest I rather choose matching brackets over the refund, but I've taken my business someplace else. Order # ********** The person who was handling my complaint seems like a nice kid however that's exactly what he was, a child handling a complaint.

  

  Business response

  04/25/2024

  The customer reached out initially reporting a problem (order placed 08 Apr 2024. Delivered April 12, 2024 ). The issue was raised on 15 Apr 2024 outside the policy time of reporting an issue within 24-48 hours, mentioning that they received only 1 pair of the brackets whereas they ordered two, they asked for a refund and we initiated the refund for them. 
  Then they reached back and said they didn’t like the ones they had received and would like to return them or else, we could send them replacement of the brackets they received with their previous order 1000315614. Proof attached (*********** ***), we could not provide that as the brackets that come with the shelves are prepackaged.
   We told them the same reasoning and said there was no need to return anything, we would initiate a refund for the missing pair and even for the one they have with them from PO **********. Proof of attached file name (********** ***)
  Against these two complaints refunds were initiated and requested on different dates and refunded within discussed and provided expected time of 7-10 business days. Proof attached (image (45)) informed the same to the customer.
  NOTE:
  The customer purchased two different items in two separate orders and shared pictures proof attached (20240416_072024 (1)), nothing was mismatched or shipped wrongly. As far as the refund for order ********** goes it has been refunded in full and the issue raised by the customer was resolved after explaining the aforementioned difference. Refund reflected in the proof attached file name (refund for both cases.png)
  And the demand for a refund for the products they purchased in a previous order ********** and reported no issues against it, is out of scope.
  However, they can return the shelves kit in the original packaging to be eligible for a full refund. They can refer to the return policy in the link below. Even if it is out of policy of 14 days upon receiving we are open to assist the customer.
  ***********************************************

  Customer response

  04/30/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** ********

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I designed and ordered shower glass panels for a master bath remodel and the company “Fab Glass and Mirror” improperly made one of the three panels I ordered. When I noticed the the panel was improperly made I called the salesman and sent them a email explaining the problem I had with one of their panels. They refused to take responsibility for improperly making the panel and said that I approved the dimensions of the panel. I sent them a pic of the dimensions that they had sent me that I approved, and they argued that I was the one at fault. They said they would sell me another panel at a discounted rate, but I shouldn’t have to pay for something they made wrong to begin with. I’m having panel replaced by another glass manufacturer and seeking legal action for this cost.

  Customer response

  04/16/2024

  I am in process of replacing glass panel but have not recieved a price quote yet. If Fab Glass and mirror refuses to replace the panel (at their cost) then and only then will I be seeking legal action. They are dragging their feet when responding to my requests and if I complete my order and pay for another panel at a competitor, then I will seek legal action for the extra expenses.

  

  Business response

  04/19/2024

  Sharing below the Entire timeline of events and Evidences of this issue, highlighting the fact that the disputed / argued Spec change was deliberately requested by the customer himself. 
  Evidences have also been attached as 'Attached References' for your review and assessment.
  
  1. This Customer originally reported about the fitting issue on Apr 11, 2024, claiming the P2 Panel bottom is not what "was Agreed on Dimensions" demanding It was supposed to be 15 1/4" instead of 11 1/4". He also denied admitting that he had requested and approved the disputed change of Spec at 11 1/4" 
  -     ATTACH REF (Customer Email 1 & 2.jpg) 
  
  2. He shared measurement photos the same day and they all turned out to be correct based on his Approved Drawings. 
  -    ATTACHMENT REF*********** Fab Drawing.pdf) 
  
  3. Same day, We found in Order Details that Sales Rep and Quotes team had Initially made his drawing precisely with His Now demanded P2 dimensions (w/ P2 bottom width at 15 1/4")
  -   ATTACHMENT REF (Quote*********** Offered on March 22nd)
  
  4. i) We also came across Customer's follow Up Call to @**** *** ******* ****** the same day after 7 minutes of this same Quote mentioned above (Quote*********** Offered on March 22nd) , where the customer acknowledged its content (at Call Recording Time Frame: 04:22) and also read out Loud his Now Demanded Specs to Shower Expert. 
  
  ii.)  Over the same call later, The Questionable Spec of the Panel (which is now this customer's Re-demanded Spec) was being read out Loud by Shower Expert (referring to the Questionable Spec as 'The Leg of the Panel') at Call Recording Time Frame 07:21s , Customer interrupted and Categorically demanded to change that Spec quoting 'The Leg which is the bottom part of the panel which is the base is supposed to be 11 1/4" Twice (Call Recording Time Frame: 07:28s - 07-51s)
  
  iii.) Customer later also reiterated the same Spec Request Categorically on the same call recording to Sales Rep (Call Recording Time Frame: 10:28s)
  -   ATTACH REF (Call Recording for ********** with Shower Team)
  The call recording is sent via email at ************************************* with Subject line Complaint ID ******** - Fab Glass and Mirror Response - Call Recording 
  
  5. Implementing his requested changes, we formed the 'Quote-********** Offered Final' which was later approved by him on Mon, 25 Mar 2024, 03:14 PM and uploaded in our system as '********** Fab Drawing.pdf' for production.
  
  6. He now claims it was our mistake and refuses to admit this requested by him.
  The Quote-********** Offered Final which the customer approved and finalized with us was quoted $2,029.63 and this is what the customer paid. 
  The one the customer claims to have asked was quoted $2,106.65
  
  

  Customer response

  04/25/2024

  This is the dimensional quote that I approved and this is the cost in which I paid for the shower glass unit. Your evidence of what I paid is even inaccurate as well as the panel (#2) which I received. I had to deal with three sales persons on my shower glass project. One was let go from the business and then two other sales specialist. Every time I requested information on the type of glass or how I’m to measure the openings in question, I would get a email response or even a call after 7pm one evening. Again, I contacted them the next morning after I noticed that the panel was not made properly, without installing. I did my due diligence in informing the company of their error and the sales specialist Aaron even admitted to me that they made the panel “not to the quote dimensions “. I am a 30 yr machinist  at a fire fighting apparatus manufacturer and my dimensions I work and machine with are in the .0003” range, so I’m well aware of machining dimensions and how to not only lay out blue prints, but also to review them. I have contacted my attorney on this issue and have ordered a new panel at a much lower cost then Fab Glasses “best possible let’s work together to resolve this quote”. I am going to proceed on this issue if I cannot get refunded for the new glass I had to order from their competitor which again is cheaper then their best quote I HAD TO PAY AGAIN to resolve their mistake 
  
  Regards,
  
  *** ******

  

  Business response

  04/29/2024

  For Order No **********, which started as a REQUEST QUOTE # SH127373, Our Shower Sales representative and our Design Specialist worked and Provided The Customer with Three Designs and Three Quotes listed Below.
  
  
  03/22/2024 14:57:09 - Quote-**********.pdf (Quoted Price) $3,450.29
  03/22/2024 16:38:38 - Quote-**********.pdf (Quoted Price) $2,106.65
  03/22/2024 17:19:40 -  Quote***********.pdf (Quoted Price) $2,029.63
  
  All three files are attached and the invoice as well.
  
  Invoice Breakdown:
  Break down as follows
  Sub Total $2029.63
  Tax $142.07
  Shipping Charges Free
  Total Amount (USD) $2,171.70
  
  From these three, the Customer finalized and categorically mentioned 11-¼ over a recorded line that this should be the size of the notched Panel (can be provided upon request). The Customer paid for Quote-**********.pdf (Quoted Price) $2,029.63 on 03/23/2024 01:44:5. 

  
  Only after a detailed conversation with the Customer order was sent to Fabrication. In the drawings, we send a clear disclaimer Attached is a file (Disclaimer.png) which the Customer Approved and Affirmed. 
  
  This clearly states
  "Fab Glass will not be responsible for data entry errors or miscommunicated specifications. You also understand that these drawings supersede any previous conversations you have had with your Fab Glass sales consultant. Fab Glass will cut the glass based on these specifications and you must inform us in advance of fabrication of any changes you wish to make.
  You must inform Fab Glass of any out-of-square or out-of-plumb conditions. You further attest that you have carefully reviewed the fabrication drawings and understand the glass will be cut to these exact specifications."

  
  Given the Circumstances, we gave him the option to get a maximum discounted quote and then a (Cost-to-Cost) quote to help fix the problem, but the customer opted to go with a different supplier and paid them for a new glass. We tried everything to assist and we still are open to providing a (Cost-to-Cost) quote for the remake order. 
  

  
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2022 I contacted Fab Glass and Mirror LLC and requested assistance with a specific order for a room in my gym. I provided measurements at least 3 times. I explained that I need the mirrors ASAP and do not need a custom size but whatever the largest mirrors they have in stock will do. The sales person assured me that the items I am requesting are in stock and will be shipped out within 7 days. It took over a month to receive the order and when the order finally arrived all but 2 of the mirrors are broken. I never received a call or email from a manager as requested and to this day have not received any communication in an effort to resolve the issue. At this point I need a full refund.

  

  Business response

  03/24/2023

  The customer has ordered customized mirrors, not readymade ones. Coming to the case, four out of seven mirrors arrived damaged but the customer reported the damage after 16 days of delivery and wanted a full refund but didn't provide any documents we requested. Furthermore, they also wanted us to send them the hardware for the intact mirrors (while asking for a full refund), when we told them that the hardware does not come with the custom mirrors, told us he will be asking the card company to stop the payment. A few days later, the customer filed a dispute. 
  

  The customer is being unreasonable , had no willing to cooperate to mitigate the issue 

  This case under credit card dispute and we have no way to refund it from our end 

  Customer response

  03/24/2023

  I did indeed submit several pictures as requested.  I'm attaching a proof of the sent photos along with the email communication I sent to the Fab Glass.   It is preposterous that the mirrors did not come with required hardware to hang the mirrors.  The sales person never mentioned that the hardware was not included.  What was I supposed to do with "wall mirrors" other than mount them?   I had already spent nearly $4k,  I would have had no problem paying a few dollars more had I been informed at the time of order.   

  If the Fab Glass is willing to issue a full refund, I will cancel the credit card dispute and they can process the refund on the credit card I used to place the order or they can simply mail me a refund check. 

  
  Regards,
  
  ***** ******

  

  Business response

  03/27/2023

  You claimed that 4 out of 7 mirrors arrived damaged , Why have you filed a dispute for all 7 pieces ,Is this a fair practice ?

  Anyway we cannot refund any money while the case in dispute , there is no option for us to refund a payment that is under dispute 

  Please contact our support to work. this out , Ask for Joel or Sara

  Customer response

  03/28/2023

  I am rejecting this response because: I have no use for part of the order.  I still have the un broken mirrors in the original box.   You can pick them up and refund the whole order.  You still haven't presented a resolution. 
  
  Regards,
  ***** ******

• Initial Complaint

  11/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *** ********** ****** ***** ***** ******** *** ) name - 2/5/2022 paid $499.54 purchased FAB GLASS HD MIRROR 48X72 - takes so long time to receive it (2-3month) APR / web show delivery date was within 1-2weeks - they sent defective/dizzy/magnified mirror at first time - they sent replacement with defective item again - waste our so much time - we really worried about they sending dizzy / defective mirror again so, requested them to double check the condition before shipping. - but very disappointed when we received. also received defect one ! -Fab glass sent items too late so, the last mirror received during my husband out of town, i told them we have to check the condition once my husband come back (will takes some times) already mention at that time to avoid any issue. the mirror is very heavy, one person can't open it to check . - we sent several times for the video as they requested. the distorted exactly showing on the video but they do nothing. their response is 'nothing they can do ' - they give us hard time again and again to take video and said nothing they can do. it must unpacking / packing very heavy mirror again & again -what we want is [ if they want us keep defective item then give us reasonable price as discounted price 50-70%off under original price ] or [ if they can't , then refund for everything ! we don't want to keep defect items ] FAB GLASS CUSTOMER SUPPORT REPRESENTATIVE - ***** ****** *************************** related person in charge **** ***** ************************** **** ******** **************************

  

  Business response

  11/09/2022

  Thanks for reaching out. We apologize for the inconvenience. We're not precisely certain what the customer considers a fair resolution. We are prepared to refund the customer for the original purchase price. Quite frankly, it makes zero economic sense for us to continue to deliver merchandise that may not be acceptable.  We sell these mirrors by the thousands and this complaint is not common. It would be next to impossible to deliver 2 mirrors with this defect to the same customer. 
  

  Customer response

  11/15/2022

  One question:  They said will be prepared to refund , may i know how long is going to take ?  Also, my credit card # has been changed.  do i need to provide NEW card # ? please kindly advise

  

  Business response

  11/15/2022

  We can issue a refund , but Unfortunately we have no way to issue to a different card 

  We can offer you store credit , or you may talk to your bank and check if a refund is issued to the old card would that reopen your card with the credit or no 

  Please check and contact our support , ask for Sara ###-###-#### 

  Thank you

  Customer response

  11/15/2022

  
  
  Better Business Bureau:
  

  Please just go ahead to refund to old (original) credit card , the bank confirmed that no problem to refund to old card.

  Please let me know once refund ASAP . I will double check with bank. 

  
  Regards,
  
  ******* ***

• Initial Complaint

  09/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I contacted Fab Mirror and Glass because their website states they will beat any price by 10% on exact items. I contacted Sid from their site giving them the competitors site and quote for the item i needed. Sid said he would get back to me. Over 4 days later, I contacted Sid again, and he has been ignoring me since. They are not honoring what they advertise on their website. I am including the entire transcript of the original conversation below. Your recent chat with Sid You glass supply.com has this exact fabrication for $57.31 each Sid Can you share the picture of their quote You I would be happy to, but I need a min to figure out how to do that from this laptop. Sorry! Sid Okay You uploaded file: ******************************************************************************************************** sorry that took me so long, I had to get it on my phone and share it to my laptop Sid They offer free shipping? You I'm not sure let me look flat rate of $25 for orders under $300 Sid We offer free shipping You I just saw that yall would beat any price by 10%. Even with free shipping you are over $80 more. Sorry. Wrong math. over $50 more "Our Easy Price Beat guarantee offer is the total price including shipping. " Do you not offer this? So, $139.61 less 10% would be $125.65. Are you willing to honor this? Sid Can you please share your email address, I'll get back to you on this You ******************* Sid Thank you, I will get back to you on this You Thank you

  

  Business response

  09/21/2022

  Hello Ashley 

  there was misunderstanding , the sales manager could not open the link and thought the website of the competitor is not active 

  Sid will be in touch to get the order from you if you still interested in placing this order 

  Please accept our apologies for the inconvenience 

  Customer response

  09/21/2022

  The company reached out to me and offered an excuse for being non-responsive.  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ******

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 20x30 Fab lighted mirror from ****** in November 2021 for my bathroom i was having redone. The contractor had to move the hard wiring down to behind the mirror so he could hardwire it in so there is no longer hard wiring for a light fixture above the mirror. After only 8 months the Fab lighted mirror quit working. No light at all. Electricity was still going to it. (See pictures.) The lights were on about 15 minutes each day. Fab glass & mirrors website says the lights should last about 50,000 hours. ****** has a 90 day return policy so I knew I couldn't return it back to them. I contacted Fab directly through their website to try to get a resolution. ***** David was the customer service agent who told me they needed a PO # and tracking number to look up my purchase. I went to ****** and they gave me the numbers which I shared with *****. I called from ***** to Fab glass and they wanted ****** to file a claim. The manager had no idea what they were talking about because they don't file claims for things past their 90 day return policy. So then they wanted pictures of the light not coming on so I took and sent them to *****. Then I asked for an example of a ****** claim form from any ****** to see if I could take a copy to the manager. I asked what specific information they were looking for that had not already been provided. Never heard back! I called and left a message with **** ***** ** ** ******** *********** and again did not hear back. I would like to have a resolution here- a new mirror or a refund to replace the nonworking one. Thank you for your time and help.

  

  Business response

  09/02/2022

  The replacement will be sent as a courtesy , please expect a communication from our CSR 

  Our agreement with ***** that they need to manage these cases this is the reason our CSR were not able to help initially but we have made an exception in this case 

  Customer response

  09/06/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** ****

*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. ↩