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When we bought our home, we did so with the intension of removing a dated window that is in the dining room and replacing it with French doors that lead out to a deck. As avid “do-it-yourselfer’s” we intended on taking this installation project on ourselves. After doing a great deal of research into various products including those from big box stores and custom companies, we chose Fieldstone windows because they offered the door option we were specifically looking for, we were impressed by their portfolio and their prices were comparable to other similar products.
Our experience through the sale was positive until we called to confirm our delivery date. We asked to have the doors delivered a week after their expected arrival date, which we were assured would not be a problem. When we called to re-confirm just prior to the delivery date, we were then told that date was impossible because although the doors had arrived, the hardware had not. After several phone calls, we negotiated to have the doors delivered without the hardware on our expected date and for an installer to come with the hardware the following week, although this was not the ideal situation. We are aware that timelines are not always precise when you are dealing with custom product. Our frustration and disappointment was with the way it was handled. The customer service representative we dealt with was unapologetic and unaccommodating. Her customer service skills are certainly lacking. We did not yet have our doors and already where unhappy with our experience. Although we did not place a large order of windows and doors, this was a significant investment for us and by dealing with a small company like Fieldstone, we expected more.
The fact that our hardware was late turned out to be a blessing in disguise as it gave us the opportunity to meet Scott. He arrived early on the day the hardware was to be installed and from the moment he got here he went above and beyond our expectations. Not in just the work that he did but his attitude towards us and the project. Scott completely changed our negative opinion of the company into a positive experience and for that we are extremely grateful. We would happily refer anyone to Fieldstone, and as someone who works in Real Estate and Interior Design, will likely have plenty of opportunity to do so.
- Approximate cost of services:
- $3,000.00
- Company Response
We're glad we were able to turn a potentially bad experience into a good one. Although your job was signed as a "supply-only" job, we felt that by going the extra mile and coming out to your house to install the locks as well as professionally foam-insulate your door and caulk the threshold, we could restore your confidence in our company.