Pella Window & Door Stores

Pella review

We had a terrible experience with Pella and their customer service.

Our front door lock from pella broke, which was concerning with young kids and a dog. After contacting pella via email and phone calls, my husband elected to pay and pick up a replacement piece from the Mississauga location they recommended after seeing the images of the broken lock.

My husband drove 1.5 hrs in total to pick up the piece only to realize it was the incorrect piece. Pella wasnt able to find us the correct piece and offered to refund us for the incorrect piece.

Thats where our issue arose after many MONTHS of calling and emailing Pella, we got the same story, your refund is on the way. Well, we never saw our money again and after dozens of calls and emails we never got our refund of over $100!!! Not to mention the time wasted continually contacting them week after week.

Beautiful products but terrible customer service; not worth it! They eventually ignored our calls and emails. So disappointing. We spent more money to replace the entire lock and are still missing our refund.

Very disappointed with this company. The salesman took the measurements 3 times and what I got are windows that are too small for the openings. Tried contacting their customer service but no one even acknowledges you. Salespeople offer no follow up once they get the sale - call the office is what I was told. One window they even lost and I was not even given an apology or a timeframe for its installation.

Although I like the windows (which considering the price should be of the best of quality) I am very unsatisfied with the installation process, the warranty process and general foll0w-up service. Everything was delayed, the subcontractor was not who was listed as the installer (the head installer was on vacation), the installer signed that the job was complete when 3 windows had yet to be installed. The customer, NOT INSTALLER, was to supposed to sign to confirm completion of job. They did not follow the Pella installation protocol so windows were drafty and the warranty would have been nullified. I had them reinstalled. The thresh hold on my $12,000 door came off after 3 openings and I still haven't received replacement part (plus it is $150 minimum for any labor charge). Trouble getting through on phone (chalk up to COVID) but never got return e-mail. I would recommend looking elsewhere for windows.

Pella Windows is state of the art in windows , not only because of the quality and aesthetics but for the exceptional service, professionalism and knowledgeable staff. Trevor, upholds Pella’s incredible reputation and customer service. He was an extraordinary representative of the firm, and his knowledge, loyalty and great attitude impressed me! I felt like Trevor was part of my family, as he wanted the best choice for me, and helped to simplify and reduce my worries about a very stressful home project!

Product selection offered a good range, and the installation went as scheduled, efficiently and cleanly. Unfortunately the outer storm doors have not held their seal and the closure brackets are faulty. A service technician came upon our request but insisted the weather seal on the storm doors was good and only replaced one bracket. While I still think we made a good choice, the service follow-up was unsatisfactory.

trerrible teerrible windows..I have had them come back about 5 times as the install was subcontracted to an employee at 2007 install..I am getting ignored as they say its my condensation problem..the windows howl and do not seal...

My husband and I had just purchased our first home and it needed 3 new windows replaced before we moved in. We were told our windows would be installed one week before we moved in. (November) Then the first delay happened. It would be 4 weeks after we moved in now because someone didn’t file the paperwork correctly (December). Then 2 weeks before the second install date we were told it would be January. It was the middle of winter and we are missing 3 windows in our house! It was cold! So when the week of the third install date comes and I have not heard from the company I ask what time the windows are coming. I was told in the afternoon. The day of the install I get a call… your windows are not in the country yet!! I made my order in October, told I would have them November and now it is January. Three days later we get our windows. We are told after the install we will get contacted to see if we are satisfied with the install. No one contacted us. We were told we would get a refund for the delay. No one refunded us. Please save yourself from the stress this company can cause.

The sales team was helpful. The selection ,while not limited, wasfairly standard but what they had to offer was attractive and seemed of good quality. Installation was efficient and satisfactory - they were clean, punctual and non-invasive. The follow-up to concerns have been disastorous. The inside main steel door is beautiful - we've received many comploments - they have changed the look of the house. The storm doors, however, have a defective closing system and they no longer hold their weather seal. Despite numerous phone calls to the service department, no one has returned our calls. Our next step will be to visit them in person to address our concerns.

I had to replace an original Pella window due to gradual settling of the house over past 25 years making the original inoperable. I had three estimates all of high end premium products that would match my existing decor of natural oak. The Pella designer series product fit the bill perfectly with several unique features and was competitively priced so I decided to stick with the Pella name as the other original windows were still in excellent condition after 25 years of service. The Pella sales person was excellent as was the technical follow up person. The windows were ready for installation as promised and the installers showed up exactly when promised. The installer was very careful in removing my existing oak trim and frame and was able to reuse it all. The installation had a few challenges but the installer was very knowledgeable of his trade and did an excellent job. The product and service were first rate. The price was high but competitive with other high end products.

looking for estimate for new windows, was; pleased with information provided by salesman and decided to get quote for new windows from this comp;any will let you know how it turns out.