In purchasing 2 sliding glass doors, 1 steel exterior door, 4 windows and a storm door, the initial sales experience was very pleasant. Sadly the experience went downhill from there. In the course of this order, I made the mistake of not thoroughly reviewing the sales agents work as I supplied information for the specs of what I needed. Two weeks in noticed the mistake. It was changed through the office delaying parts of the order. This was no big issue really, except that the wrong door was switched in the re-order process. This as well was partly my mistake, I didn't review the order thoroughly enough. As I had signed off on it and accepted this, I would not be writing this report if it were not for the next events. The steel door was significantly later than we were originally told in the order and when unpacking it noticed it was damaged by dents on inside panel. Since we need this door to close in for winter, and the install property is 300 km away from Brock warehouse, I kept the door. Further to this, the storm door was not as ordered. I ordered an inswing and received an outswing. Brock acknowledged the mistake and took the door back informing me it will be 8-10 weeks for a replacement with no options for a discount or refund of any kind due to my inconvenience. The position on it was they had taken a loss on the door and I was not entitled to any compensation due to their mistake.
So in the end, the order was riddled with mistakes from the beginning, from not spending the time to ensure the correct order is placed, to damaged goods, to not offering a customer any kind of compensation when they admitted to their own mistake. Many of the mistakes I would have accepted on their own as I too was not reviewing the documents thoroughly.
Be mindful if you order from this company to thoroughly review and ensure it is exactly as you order, and in addition if they make a mistake, it may not result in any compensation and you may be stuck waiting months for replacement items, again with no compensation.
To put the final icing on this cake, they offered me the storm door which I cannot use at a 50% discount to further reduce THEIR loss.
I will not recommend this company and we've moved our next projects house window purchases to another company as a result.
- Company Response
We apologize sincerely for any inconsistencies you experienced. It is disconcerting for us to hear that your supply-only process was less than favourable for you, as that is not the expectation we've set out to attain.
We have made the appropriate parties aware of your feedback and our Sales Manager will be connecting with you to begin the rectification process.
Brock Doors & Windows Ltd.