We are renovating a rental suite and purchased a replacement shower tub glass door from White Rock Glass. They said it would take one week for it to be ready....it took two and half weeks before it arrived. When we went to install it we were disappointed to find out it was missing parts, the bag was toren open, with no packing slip or instructions. It was obvious that this was a returned product being sold as new. When I returned to complain, the owner was indignant and rude. He refused to acknowledge the situation and treated me like I was in the wrong. Do yourself a favor and don't purchase anything from awful company.
- Approximate cost of services:
- $300.00
- Company Response
Hi Lori,
Thank you for taking the time to let us know your feedback. My name is Lindsay. I'm one of the owners and the Regional Manager of NOVUS Glass in BC, our South Surrey store was formerly White Rock Glass where you purchased your tub door.
We generally do not recommend customers install their own shower door from us for some of the reasons you have outlined. You should have been advised of this at the time you purchased the tub door. I will review this with our staff at all locations in our next training session to make sure they are properly advising future customers of this.
To clarify, our products are NEVER used and sold as new. They are purchased from suppliers that do not sell to the public. Since their products are only sold to professional glass installers there is no need to include instructions or boxed packaging.
I'm terribly sorry that you felt the owner was rude to you. We genuinely hope everyone's experience with us is fantastic. If you are still in need of assistance please feel free to contact me at lindsay.gallo@novusglass.com and I'd be happy to help.