Reflect Window & Door

They are shipping out a part that does not match what is advertised on their website and this is apparently OK by their standards.

Unbelievably bad customer service and a poor understanding of business and windows.

I ordered a part and received what I did not order. Upon emailing them I was informed by General Manager Kelley Hannah that the part I ordered (that is displayed on the website) is discontinued. That is all she said in her reply, no apology, no offer to reconcile the situation. Should I even have to go any further to ask her why in the hell they are knowingly shipping out a part that does not match the part description on the website? Well, that's what I had to do.

After another email to her she says "It is very confusing for customers when they go to order the hardware and it doesn’t look the exact same. However, the round model will work." So, she is apparently aware of what is going on but is making no effort to fix it. Also, how does she know what will work for me? I need a part that should match the adjacent window part, not some random replacement model! What sort of business person is this? A person with the most basic fundamental understanding of business would know this needs to be fixed or immediately reconciled. She says she will have a return label mailed to me but does not tell me when it will be sent out. Another missed point of service that is to be expected from any business.

In my next email I express my frustration and question when I can expect a return label to arrive. She replies "We have issued you a full refund. You can keep the hardware and use it, as it will work for you." She asserts it "will work" for me? How can she know what will and won't work for me? I took this as a snide reply.

In my next email I tell her I intend to write bad reviews, as you see here, and call the BBB. She says "If you feel the need to contact the BBB, I’m OK with that." Any sane service person should simply mitigate having a person who intends to show their disconnectedness, no matter the circumstances. This lady just sucks at her job all the way around.

Never again.