Pella Window & Door Stores

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.

We have an entire house of Pella windows that was installed just over 20 years ago. We have a number of windows that need to be replaced and cannot reach this company no matter how hard we try. No one answers in Canada, service reps won’t call you back. I’ve spoken to their Chicago office and they promised to have someone call, it’s been over a month and nothing. You can’t beg them to take your money, it’s just crazy. Maybe they’ve shut down their Canadian distribution???

Installation of this one window was terrible as was the follow-up service. We have had Pella windows since we built our house 30yrs ago and love the windows but would never deal with the install team again. The workmanship was shoddy. The window had to be installed in a tight space, which we were promised was not an issue. Needless to say it was an issue that we were left to resolve.
Found overall experience a nightmare.

I booked the replacement of 3 windows and 1 entrance door last April and the installation was done August 29th.
There is a problem with every single one of the 4 items I purchased, I attached pictures of:
- the damaged screens of 2 windows that don’t even close properly at the top
- a scratch on the overpriced door look (clearly it’s not difficult to damaged it since it came already scratched)
I can’t attach pictures of the third window because it was the wrong size so they couldn’t even install it.
I am very disappointed with the quality of the products and customer service.
I still don’t know when the right size window will be ready or if they will fix any of the damaged pieces (nobody has contacted me or replied to my emails since) and I will have to take a day off work because of Pella’s negligence.

We recently upgraded our windows. After much research, we decided to go with Pella, despite the fact that they were nearly double the cost of the cheapest quote. Almost all of the reviews were positive.
The sales process was fine but rather long but once we had signed the deal and paid our money the games began. We had a deadline to meet as we were having visitors from overseas and we didn’t want construction going on while our guests were with us.
Without going into a long winded summary of the day to day issues we had with trying to get a response from Pella, I will tell you that we had our installation date changed 4 times and delayed nearly a month. We called everyone we could at Pella but got nothing and no one seemed to know what was going on. No one could help.
As a result we decided to call the CEO, only to be told he doesn’t talk to customers. To me the only reason a business exists is to satisfy customers. If that's not happening then the CEO had better be involved. This to me is the height of arrogance and is where the lack of customer focus begins. This company is on the slippery slope.
We then wrote a very courteous letter to both the CEO and the Chairman. To date we have not had the courtesy of a response. This was more than a month ago, so there is no excuse.
The installation was fine and in fact the installer was exceptional but he is an independent and doesn’t work for Pella. The windows look great and come with a great warranty but I can tell you that we would never recommend Pella to anyone. They are too big, too arrogant and too impersonal and their service is no better than Rogers.
The interesting thing is that we have told a lot of people about Pella’s terrible service but almost no one about the windows. My wife tells anyone who will listen. I have read that angry customers tell 10 times as many people about their experience as do happy customers. I guess this item is proof of that.
Think very carefully before you go with this company. I believe that management has lost sight of the customer and that can never be a good thing.

Sales rep John Alexander’s experience and expertise was top notch in guiding us through our purchase of Pella Windows. Installers under project manager Martin were also exceptional.
Product is excellent. The Pella doors and windows we now own are beautiful and high quality, enhancing value of our home. Noise reduction , beauty and curb appeal.

Pella has a good reputation and came recommended to us from a number of people - and everything was accurate - middle of the road pricing, not the most expensive and not the cheapest, but quality product and great customer service. Thank you for a job well done.

Needed to replace a door as well as basement windows. John Alexander was my rep and I appreciated his approach from the start. He was very patient, taking the time to answer all of my questions, and maintained a focus on making sure that I was comfortable throughout the decision making process.

The installation went very smoothly and the door and windows look and perform great. John has continued to demonstrate an interest in making sure that my experience was (and continues to be) a positive one and, so, I would highly recommend working with him and the team at Pella.

We were very impressed with our consultant, scheduler and installer.
Pella has excellent products and service and I have recommended them to both friends and family.

John was very responsive from the start and provided excellent advice.