In short: Great product but poor customer service
First impressions were good with Welda. Very nice salesperson and appeared to be knowledgeable. Signed contract and paid deposit on the first day. I was given assurances that he'd follow-up on getting a quote for my eavestroughs and letting me know a date the estimator would be by to take measurements. (I got neither)
Long story shortened: I had to call and ask to speak to a manager twice because the salesperson wasn't responding to my calls re: questions. I clearly gave enough time for him to get back (almost 2 weeks) but no callback. After complaining, he finally did call and apologized that he had been hospitalized. Ok, fair...good excuse and I wished him good health, but there should be a backup system for sick employees. When I had almost the exact same problem a week later and no callbacks, I had to "again" ask to speak to a manager. This time the excuse was, "oh...he's just like that" Very poor excuse whether it was true or not. That being said, the managers were helpful but I shouldn't have to waste my time or theirs with trivial questions.
You'd think that paying that much for a door would get you some basic customer service. Because I didnt' hear back, I had to hire another company to do my eavestroughs and will look elsewhere to get my front door done in the fall.
I wish I could have just talked to the installer on the first day - he had the answers I wanted and did a very professional job on the installation of a wonderful door. I could elaborate on the greatness of this door, but my mood is muted by the extra hoops I had to jump through.
Good customer service is part of the sale and keeps customers coming back. Unfortuantely, I likely won't be one of them.
- Approximate cost of services:
- Company Response
Happy Holidays and Best Wishes from all of us at Welda Windows & Doors.