Gerrard Glass & Mirrors Ltd

Hi
I want to share a VERY unprofessional experience that I've had with Gerrard Glass.

Last week, I called in a custom order for 2 vanity mirrors. I provided the specific dimensions, a credit card, and was provided back a 5-7 day timeline for delivery.

On day 7, I called in requesting an update as I hadn't heard back from anyone at Gerrard Glass. The individual who helped me informed me that the woman who took my order was no longer with Gerrard Glass, and instead of helping me sort out the fact that regardless of Gerrard Glass taking my credit card, ship to information and requirements, they never placed the order with the custom manufacturer.

Further to that, their employee was down right rude, blaming me for the issues rather than helping fix this.

I have delayed a house appraisal waiting on this delivery due to not having these mirrors. It is unacceptable that the staff has not done anything to fix this issue.

When I requested this be fixed and Gerrard Glass to expedite an order to fix this issue, I was told no, and that I was being unreasonable.

This is absolutely one of the worst customer service experiences I have EVER encountered. Further to that, I flip houses on a regular basis and will NOT be recommending or using Gerrard Glass on any projects moving forward.

My order was simple; 2 custom mirors, both with polished edges:
1. 33" x60" -$144
2. 48" x 79" - $258

Regardless of the employee that is no longer with them, the RIGHT thing to do would have been to keep the customer happy. Instead, the employee there was completely unhelpful over the phone, and frankly, down right rude while addressing my concerns.

I cannot believe how poorly this was handled, and frankly this person should NOT be interacting with the public if this is the type of experience others can expect.

This place is a 0 out of 5. I highly recommend going elsewhere for your mirror/glass needs.

Gerrard Glass and Mirror doesn't conduct their business with even the minimum of professional standards. On more occasions than I'd like to mention work was put on hold due to rush jobs that took priority over my order, and was given multiple false completion dates. This resulted in nearly 4 weeks in delays.
When I spoke to the owner, he did not ameliorate the situation but instead was an example of how his company is mismanaged. I would not recommend Gerrard Glass to anyone.

From the looks of this place they do some fine character pieces well suited to the century old homes in the Cabbagetown area.
Unfortunately I only needed a simple job done and it took them near two weeks to do it. I believe this to be a little unreasonable but they weren't too concerned about it.

No complaints as to the quality of work but the customer service could improve. Based on this experience I would be hesitant to use this business again and definitely take the small stuff elsewhere.

I had a hard time finding replacement stripping for my frameless glass shower doors. They had it, and kindly cut the pieces to my measurements at no extra charge. Friendly, helpful company.

Gerrard Glass is a small, family-run shop with great customer service. Their location is very convenient for downtowners and they have a wide-variety of products and great ideas for glass work. I highly recommend them.