I would say the experience with Pella has been a disaster. We ordered porch windows, living room windows and two doors. When our porch windows arrived, they were the wrong size. We contacted the sales person and he’s offered no support. He pointed out that we approved the windows and that was that. We pointed out that the spec sheet we approved had two different sets of measurements. We approved one set but the set not seeing the other set. it was only when the windows arrived, fully twice the size of our small porch, that we realized there was another set of measurements they were using. We pointed this out to our salesperson but he was indifferent. The windows came as 3 windows. 2 of them can fill out our porch length. The third window is gigantic and it alone runs the length of our entire porch. We don’t need it. But Pella won’t take it back or give us a refund. They maintain this is the window we ordered. We have tried to talk to the supervisor but there has been no call back. I don’t know where their customer response unit is and our saleman is simply not returning calls.
The entire order cost us almost $14K. I am sickened that we spent this money and we have this large window sitting in our small house that we cannot use and have no storage for. As well, we chose to install the windows ourselves as my partner is a carpenter and has the capacity to do so. The porch windows were not only the wrong size, but they arrived with no nailing strips on the sides to do the install. My partner ultimately was able to install the two small windows into our porch, but it was a lot of unnecessary effort and work required to install without. We are now left with this large window that doesn't fit anywhere. We made the mistake of paying in full so we have no leverage to get any response to our request for a refund or have this window picked up and taken back.
April. 15,2018 update
I am raising my zero star review to 4 because the company rep called me and offered to refund me $1,500 for the third useless window. He acknowledged that the windows we got did not correspond to the measurements his technician recorded when they did their site visit to measure for our porch. I had to call the Pella home office in Iowa to get any kind of response. And I think this homestar site is monitored by the company. The rep offered to refund me for the cost of the unwanted third window and in return asked if I would amend my homestar review. I have complied. Still would never do business with this company again.