Pella Window & Door Stores

If youre hoping for shoddy workmanship, lousy communication, apathetic customer service and corporate leadership who actively despise their customers, Pella will answer the call. Having done multiple renovations in 25 years of rental operations, weve had numerous trades and suppliers make mistakes. We've always resolved and paid in full. Ive never dealt with such an inept organization as Pella.

Their sloppiness in all details, from measuring to coordinating installation to follow up on incompetent installation, borders on criminal. It's taken over 6 visits to complete the job.

Other home owners ask me who I recommend for windows and I tell them I will give them $1,000 if they choose anyone *but* Pella.

DO NOT USE PELLA.

1. THEIR ATTENTION TO DETAIL IS ABSENT. Their sales team took all the measurements and specs - their install team comes back to check the details - all of which were wrong. Doors opening the wrong ways, wrong measurements, wrong window styles and colours.

2. DELAYS DELAYS DELAYS. We met the sales team in September of 2021. The install date we were given was May. But items were lost and instead they installed piecemeal. OVER A FEW YEARS.

3. WORST COMMUNICATION ON THE PLANET. Months between responses. I can't believe this business is even operating with this sort of customer interaction.

Dealing with Pella is, by far, the worst experience we have had with a company. Ever.

Our first point of contact with Pella, the salesperson, thoroughly impressed us.

After that, it was a hellish 10-month descent into endless delays, six separate cancelled installation dates, shabby communications and sloppy installation.

When our custom-made door was finally installed, we were so grateful that we actually sent a thank you note.

That was before the door handle fell off and we noticed the lock did not work. There were also gaps on the perimeter seals, due to poor measurement-taking. There was a gerrymandered piece of wood connecting the door to the frame that occasionally fell off. And -- lest I forget -- the screen that accompanied the product that finally arrived was ripped. It took an additional three months for a replacement to arrive, filling out our 10-month ordeal.

Throughout this time the installation co-ordinator was unresponsive and frequently failed to return voice mail messages.

Total bill: $2,897 half still pending.

We would not, under any circumstances, recommend this company to anyone. Ever.

We are very disappointed in the installation and after sales service provided by Pella for a new storm door.
The door was plagued with a few recurring issues (e.g. door not closing fully, door part continually falling off, etc.). A Pella service rep visited on three occasions (we had held back a sizeable portion of the contract price), but the same problems kept popping up.
We mistakenly paid the holdback amount to Pella during the last service visit (since the service rep assured us that there would be no further problems). We have subsequently been ignored by Pella when contacting them regarding the ongoing issues. We were even advised that Pella does not service storm doors.
I would not recommend dealing with this company.

Very poor after sales communication and service. The salesman indicated 3-4 months before installation and we are now well over the 4 month mark without a word from the company even though I have followed up with emails and calls. In other words, they are very fast to take the deposit and run and slow to work on it. Don't believe their sales people. If things change, I will retract this review.

Had a very disappointing experience with Pella. Our window install date was delayed, multiple times. Pella installed the windows they had in warehouse but 6 still remained missing. I had contact our sales and service people for 2 weeks before getting an answer on when the remains windows would be installed. This delayed our entire reno project. They came to install 4/6 windows and 3 of the windows were wrong!! We ordered black interior and exterior. They told us to spray paint the inside (they would pay for the spray paint - lol seriously??) 1 of our windows was forgotten in the order and it took me a month to get a response from our sales person We were just told it would take another 7 months.
We are still without 1 window, 3 were done wrong, and 1 never got ordered The windows (we have) look great, but The customer service is absolutely awful. Just based on the way we were treated, I would suggest working with someone else. These windows are too expensive for terrible service.

Got a broken window and would have liked Pella to fix as I have all Pella Windows. I was happy with Pella till now. Window is old and because it is out of warranty period they do not want to replace. What this shows, they are only servicing clients within warranty period. Clients outside of warranty, they do not care anymore.

We had sliding doors installed. The metal skin on the outside is bubbling.
The warranty they post on the internet says LIFETIME. Pella hides behind voicemail and emails. Save your money and go with someone that supports what they build.

I waited weeks to get an in between the glass blind. I told them what door they have it on file and which panel it was and after weeks received a blind that is backwards. Doesn't fit, can't be installed. So frustrated.

Purchased all windows and doors from Pella for our home rebuild in early 2020. We discovered many problems with installation, missing hardware, broken mechanism. Material of frames are inferior quality, many are chipped. Upon calling Pella about what our warranty covers they would not speak to us since we went through a GC which we have since fired. Instead, they sent a rep to investigate and after weeks of follow up we get a quote for $2000 + labour to replace missing parts. (After spending $40000 on their product, they mark up the cost of parts by 10x) I consulted the Pella website to order parts myself but they don't deliver to Canada. You are certainly at their mercy.
Please do yourself a favour and go somewhere else.