I am a small business owner and I am a consumer so I know both side of dealing with customer and the public. I also know there is two sides to every story.
This is my review of Factory Direct Home Improvement. In early May we contacted several companies via Angie's List to receive quotes on replacing new windows in our home. One company we called was Factory Direct Home Improvement. We called them because they had a promotion for 7 windows for one price.
The Presentation: We set up an appointment and there manager Stefan came out to show us there presentation. We informed him about the promotional flyer we had from there company. Stefan proceeded to tell us that the promotion on the flyer had a bunch of exclusion. We question him on it and told him that nowhere on the sheet did it say anything about exclusions.
He told me that there was not enough room on the sheet to print that information. I negotiated a reasonable price for the 7 window and the install. We signed the contract and paid half down. Stefan could not provide me with a receipt at that time but he said he would email me in a few days.
I told Stefan to email us the receipt and the paperwork. It took several phone calls for us to reach Stefan. Each time, Stefan told me he would call us back, he never did. I was the one calling him over and over.
The Customer Service: Each time we called, it was one excuse after another. Stefan even told me he was too busy to deal with my issues. If your that busy, hire more people, If your that rude, you should not be working with the public. The Install: We were told that the windows would take up to four weeks to produce.
Once the windows were in, they would call me to schedule the installation of the new windows. We waited five weeks and then called Factory Direct to see what the status was on the install. We again talked to Stefan and he told me that the windows were in and he would call me back to schedule. One week later, he still had not called back.
I called again and got someone else on the phone (unable to get his name) I told him why I was calling and he was rude and told me that Stefan Would call me the next day to schedule. Mid Afternoon the next day, I called and spoke with Nathan who told me that the windows were going to be installed the next Monday at 9am. He didn't even give me an option to schedule them on any other day or time. The install was long, 6 hours but the installers were really nice and professional.
The answered any and all of my questions. Once the windows were installed, one of the installers pointed out a small chip in my new window. He told me that he is going to write it up and that the office would call me about the damaged window. I waited, to see if they would call me about the chip.
I waited three weeks and no phone call. I called the office and spoke to Stefan again about my damaged window. He told me that he would see what was going on with the replacement and call me right back. To my surprise, no returned call from Stefan.
The next day I received a call on my voicemail from the manufacture, Polaris, about the damaged window. They told me that they just received an order that day for the replacement glass. I called Polaris back and they told me that it would take 2 weeks to order the glass and then they would install. I told the lady that I found it weird I was dealing with the manufacture and not the person I bought it from.
The girl at Polaris agreed Within a week, my replacement window was complete and they installed it in a matter of ten minutes. In Closing: Price: The windows I received were good for the price we paid. However, I felt that there advertisement was shady and when I was told that they couldn't put a disclaimer on their ads, I was baffled. Quality: So far the products good.
We did have the chip in the window but it was taken care of and we are supposed to have a lifetime warranty. Responsiveness: I think that there sales staff and management needs a less on customer service and how to treat a customer. They don't return calls. When you do reach them, they tell you that they will call you back and they don't.
Punctuality: My windows were done for over a week and no one called me to tell me. I had to call several time for them to respond to me. And then when my glass was damaged they did nothing until I kept calling them.
Professionalism: They are rude, the false advertise and then they lie to you. I would not trust these guys.
Monetary Loss: $1900.