Sleepless on Steeles

This is a WindowCity retailer, which offers nice windows at a great price. The sales representative was experienced, informative and very nice. After the windows were ordered, we waited a month or so for them to arrive, which was totally acceptable for us. During that wait time, a first installer came to measure the final dimensions of the windows. This installer could not speak English very well. Even though his wife or partner tried translating, we had a hard time communicating with him, to the point that he got upset and stormed away. We were not impressed with that behaviour at all, especially when we later found out he was simply trying to ask us if we wanted new sills or wanted to keep the old ones. That's no way to behave, especially in front of a customer. Luckily, the team of installers that showed up with the windows, although not very fluent in English either, were much nicer, so we managed to understand each other better. We noticed that the windows intended for the washrooms were not frosted glass. I spoke to the supervisor on the phone and told him there was a mistake in the order. We went through the order form, and the code for frosted glass wasn't there. However, as we pointed out to him, the windows being replaced were already frosted glass, and that was not only mentioned to the sales representative, but he saw the existing windows himself when he measured them. Besides, we live in a symmetrical duplex with washrooms facing each other, so frosted glass is a must, not a luxury. The supervisor contacted the sales representative, and he admitted it was possible he had forgotten to write that code. The supervisor suggested we install the clear windows that were delivered anyway, and that the frosted glass inserts would be ordered and installed later. The installers did a great job, and all windows looked great. We had to put up dark curtains over the washroom windows to secure our privacy for a while, but that was tolerable. When the installers came back with the new frosted glass inserts, they had a real tough time removing the existing clear glass ones, as they were glued tight. The inserts had to be broken, and that damaged the edges and cracked the corners of the vinyl window casing. Before agreeing to this procedure, I was told that this was easy and recommended by WindowCity. Well, either the whole windows should have been reordered or the installers were just too rough, because I'm now left with a brand new window that has a cracked vinyl casing, and that's not good. VinylCity should have fixed that. When I spoke to the owner, she dismissed my concerns by saying that the company tried to accommodate us, and that we were either at fault for not checking our contract to begin with, or were deceitful about the frosted glass in an attempt to get it for free later. Well, that's one outstanding piece of reasoning right there !!! For sure, we hid the fact that we wanted frosted glass from the sales representative, even though the windows were right in front of him when he measured them, and we deliberately intended to go through all that crap just to save a few bucks and end up with a broken product. Riiiiight !!! Instead, she should realize that most of us don't necessarily know all the codes on a contract, and therefore rely on a sales representative to order what we ask for. The biggest mistake was installing the wrong windows to begin with, hoping the inserts would be easy to replace. Other complete windows should have been ordered instead, even if it took a few weeks. Anyway, I must say that they did try to fix that initial order mistake, but when the window got damaged, a decent owner would have replaced it instead of blaming us, even if it meant eating that sale's profit. Ultimately, I would still do business with this company, but I would check everything very thoroughly to avoid any misunderstanding.