Update Feb 2022:
After our original comments below, the company assigned a customer service person to contact us about the status. First, they asked us to wait till Dec 2021 as they will know better then. In Dec, they called and said should be able to install in late Jan 2022. On Feb 4, 2022 (Friday), they called and said they can come install the door on Feb 7 (Monday). We were happy but because it is too short notice, we made appointment with them Feb 14 in the afternoon, which is today. We made arrangements to stay at home but the person called after 10 am and said they have to cancel today's installation because the weather is too cold.
The reschedule time offered is Feb 28 or Mar 7, which are also in winter.
When I question if they would cancel again if the weather is too cold on these dates, the person said "I don't know as I am not a weather person." To avoid similar issue to happen again, we would like to push the installation to after April and the person would not agree to that. When we agreed to April installation, she asked us to pay another 25% deposit today as per contract while she would not admit that they are so far behind the 16 week schedule stated in contract. After our push back, she finally agreed for us to pay the deposit before installation in April.
At this point, we are pretty sure more issues are coming our way. Considering we read all those good reviews on Homestars before we chose this company, this is by far the worst experience and very disappointing. If Homestars allow us to post more reviews later, we will update the outcome.
Original comments Nov 2021:
Very frustrating experience. Do not recommend this company to anyone who expects communication or service. We purchased a front door from this company in June 2021 and paid a deposit. The sales person told us that the delivery should happen within 16 weeks at that time. After we paid the deposit, there is only an automated email giving us the receipt and the installation process coming up. No one contacted us regarding the status afterwards. In September, we started calling. We called their head office number a lot of times and never got through. We tried the sales person's phone and he rarely picks up too. Finally after sending emails and text messages to the sales person, someone from the company called and said there is a delay and they cannot install until end of October at the earliest. Afterwards, there is no update again. Now it is November and we have to start the whole process of calling and calling with no answers again. Is it so hard to take calls and explain to your customers regarding the order status?
This company is all about making sales and there is no people providing service after an order is placed. It just feels like the company takes your deposit and disappears.