Watauga Glass & Mirror Poor customer service, and overall poor service on installtion Keller Texas

My wife and I purchased a shower door through Watauga Glass&Mirror from which they were a referral from an employee at Lowes. We felt like we got a fair price and at the time we paid in full for the product we had chosen they advised us it would be about 10 days at the most. We patiently waited for about 2 weeks before my wife decided to give them a call. when she spoke to them they informed her the door had just come in and they could install on a certain day at a certain time, none of which were what was convenient for us as the customer but what fit into their convenient schedule.

My wife agreed and said she can make the schedule work, and planned on the day and time they said they would be coming out. The day of the delivery came and my wife got up early and got ready for the day expecting the installers in the morning between the window of time given. She looked her cell phone and noticed several missed calls from Watauga Glass&Mirror and a message from them which informed her that their policy was they call before the delivery and if the customer does not answer the phone they cancel their time in the schedule book, and if she did not return the call in the next few minutes after the message was left then they would have to reschedule.

She immediately called them but received their answering service but called back until somebody picked up and explained she had been in the shower but was waiting for the installers to show up at which the time of the phone call was still before the scheduled delivery time. The receptionist told my wife sorry but we tried to call you several times but you did not answer so we need to reschedule your install. My wife explained to the receptionist that her schedule was limited and she set her week around the install, the lady told her sorry it is our policy to call before the delivery and if the customer does not answer then we have to reschedule them.

My wife responded that she was never told that policy when she purchased the door and desperately needed them to come out that day as promised, she reminded them that they #1 did not have the door ready when they promised and #2 did not even call to let us know the door was late being finished or that it had come in. After she pleaded with the receptionist for a few minutes and figured she was getting nowhere she called me and explained to me the situation.

I called Watauga Glass&Mirror and spoke with the same lady and she told me the same story, I explained to her that was poor customer service and reminded her that we are the customer who paid them $450.00 for a shower door and included in the price was the service and we expected the service promised to us. She asked me to hold when she realized I was not going to give up and advised I could speak with Bruce who is the owner. Bruce came to the phone and I explained the situation to him, at first he was not very sympathetic of our needs and tried explaining to me that they waste a lot of money making trips to do installs scheduled and the customer forgot or something came up and they were not there at the scheduled times.

I explained to him that I can completely understand his point and advised I had once worked as a store manager for a company that dealt with the same situations but never cancelled a delivery because they did not answer the phone when calling to confirm the appointment. I told Bruce that that is part of the package when it comes to dealing with people and schedules, and reminded him that his policy was never explained to us at the time we made our purchase and set a schedule. He very rudely said well we can try and fit you in but our installers have gone to Dallas and he was not sure of their return time but said he could only give us a 30 minute window.

I agreed to this because that was the only day that week my wife would be home. They came out as promised and the install took probably 20 minutes. A few days after the install we noticed the magnetic strip on the door was coming off and over 2 days had almost completely come off the door. So I called Watauga Glass&Mirror on a Thursday and spoke to the receptionist and explained to her the problem and told her that I was available that Saturday or the following Wednesday due to my work schedule. She said she would talk to Bruce the owner and call me back that day.

On Friday I called them again due to never getting a return call and she told me the same thing that she needed to speak to Bruce and she would call me back that day. They were not open on Saturday or Sunday so I called them Monday morning and explained to the receptionist that I was very irritated and felt like I was getting the run around, she said well we cannot come out on Wednesday because our schedule is full, I explained this was my second time to call and told her the previous Thursday that I had a very tight schedule. She said she would talk to Bruce again and have to call me back I advised that I had been told that twice and no return call, but she assured me I would hear back that day.

Wednesday came and no call I called back and I was even more upset I told the receptionist that this was the worst customer service I had ever dealt with and asked her to tell me what adhesive to use on my shower door and I would fix it myself and then they could refund me some money for not finishing the job. She was speechless and asked me to hold, after about 2 minutes of being on hold another female got on the phone and was extremely rude and said sorry we cannot come today but we can come tomorrow I explained I had to work past the time of their working hours and my wife as well, she very rudely said to me "if I cannot work with them then they cannot help me" that really got me upset because I felt as if me as the customer who had a product installed by them and obviously had a defect was being treated as if I was the least of their worries and that it was not about what's convenient for me but what is convenient for them.

I continued to explain to her how upset I was in the poor service and several promises and explained I needed somebody to either come finish the unfinished job or refund some of my money and I would repair it myself. She hung up in my face in the middle of my sentence. I called back several times and received the answering service until somebody picked up and said hold and placed me on hold for several minutes. Bruce the owner got on the phone and had a very defensive attitude toward me, I tried defending myself several times but realized it was their way or else.

I explained the mistakes his receptionist and installers had made and he defended that his receptionist had made no mistakes but had told me they were booked up on the days I was requesting service. I advised he was wrong and told him this was my third time to call since the previous Thursday and was not told that until this week when I called. I told him all I wanted was to have the magnetic strip put on like it was originally suppose to be, and again explained my very tight schedule did not fit theirs due to the fact that their hours on their answering machine states 8-3 M-F.

After a lengthy conversation with Bruce he finally said he could have his installers come out the next day after 5:00 I agreed and said my wife would be home after 5:00. I told him I did not know they were out that long because I was never informed. He added that his installers are going to be sweaty and nasty and if I wanted them in my house nasty and sweaty that was my choice. I explained I did not care as long as the door was fixed.

The installers came out around 6:30 the next day as agreed and fixed the door within 10 minutes. A few days later the exact same problem occurred with the door, but by this point I had exhausted myself just to get them out to my house and did not want to be treated like that again. I have gone to Lowes to get an expert opinion on what I can use to fix it myself. Moral of this story is poor customer service, poor service on installs, and no guaranteed service. Do not use this company for any service and surely do not refer them to anybody you care about

Jason
Watauga, Texas
U.S.A.