Northwest Shower Door

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Dear Revdex.com & The [redacted] , Forgive our delayed response, we only just received notice of this complaint 4/6/ It appears the emails from Revdex.com were filtered out by SPAM filter Our records show that this problem with the ECglass treatment was resolved 3/21/ The glass vendor went out and cleaned and retreated the glass In addition, they provided maintenance and instructions to the end user about how to clean and maintain the glass There was a delay in response due to an staff changes at the glass vendor Please let us know right away if we can help furtherSincerely,Northwest Shower Door

Dear Revdex.com & The ***, Forgive our delayed response, we only just received notice of this complaint 4/6/ It appears the emails from Revdex.com were filtered out by SPAM filter Our records show that this problem with the ECglass treatment was resolved 3/21/ The
glass vendor went out and cleaned and retreated the glass In addition, they provided maintenance and instructions to the end user about how to clean and maintain the glass There was a delay in response due to an staff changes at the glass vendor Please let us know right away if we can help further. Sincerely,Northwest Shower Door

Complaint: ***I am rejecting this response because:I have contacted the Revdex.com because NW Shower Doors stopped communication with me, without resolving the issueI have detailed my experience regarding the shower doors below:As you’ve read from NW Shower Door’s statement, they “typically provide an end-to-end product and service that includes an on-site measurement and installation.” I decided to go the Will Call route, because they had mentioned they were booked at least weeks out before they had any availability for installThis is why I opted into the Will Call option, so I did not have to wait on NW Shower Doors.Because NW Shower Doors specializes in end-to-end product service, they are not as familiar with their Will Call processUnfortunately, I helped NW Shower Doors discover a flaw in their Will Call process, though becoming a casualty during this detectionIt is apparent that they do not have a line/field on their paperwork to specify the configuration of the shower doors for store associates. In addition, their sales associates do not have enough knowledge of the product to ask for this information.DOCUMENTS:The documents that I signed when I purchased the shower doors (offsite) were: *** Proposal.pdf & *** - Leadtime & Payment Agreement.pdf* Proposal.pdf details the items I was aiming to purchase, which was the style of the shower doors, the size of the shower doors, and the protective coatingThey asked me to initial next to the items that I was ordering as you can see in the documentIt does not list the configuration of the shower doorsIn the *** - Leadtime & Payment Agreement.pdf document, it basically states that it will take time in order to customize the shower doors, and that the customer payment information is authenticThese documents were signed on 05/19/when I purchased and exchanged payment information. The *** - Will Call Signoff.pdf, if you notice the date, was presented to me during pickup of the shower doors, which was on 06/06/This documentstates that, “NW Shower Doors is not responsible for customer supplied measurements.” The document does not state that I would be liable for theneglect of NW Shower Door’s failure to ask me what configuration the shower doors need to beI signed the will call document because I had inspected that there was no scratches or damages on the shower doors.WHAT HAPPENED: ORDERING PROCESS: I visited NW Shower Doors in their Seattle Showroom on Saturday, May 16th, looking to purchase shower doors for my bathroomI saw the style and finish I wanted, and spoke to the sales woman to purchase the shower doorsWhile I was talking to her, I saw that she had a clipboard and was filling out a paper form.The only questions that were asked during the ordering process were: what size doors I needed, what style doors I wanted, and what finish I wanted for the hardwareI asked additionally for protective coating on the doorsThere was no form that was filled out and they did not ask me for the configuration of the showerHence, this is the reason why there is not a list item for configuration in the proposal document (*** Proposal.pdf)I had answered all the questions they asked meI would have gladly provided the configuration information, had I known this was neededThey failed to ask or contact me, which is the reason why we are in this situation now. NW Shower Doors therefore, took a 50/chance of getting the configuration of the shower door incorrect, when they failed to ask for this informationSomewhere down the line with the ordering process between NW Shower Doors & Cardinal Showers (their vendor), a decision was made with no consideration of the customer. PICKING UP PROCESS: To make matters worse, because we did not receive the Will Call paper work until at time of pickup, we were not notified that my glass shower doors would be arriving bare, out of the box, and with no protection whatsoeverThis is a substantial, avoidable liability that NW Shower Doors put on their customers, and sets their customers up for unsafe transportation of fragile productsI was asked to dive into a cardboard dumpster full of staples by Michelle (office manager), or else risk damage while transporting my shower doors home safelyEven though we did the best we could securing down the glass doors with cardboard, it was unsafe to transport them on the freeway. Therefore, in order to ensure safety and prevent damage, it was crucial to purchase moving blankets (an extra $20) needed along the way. WRONG DOORS: We noticed that these were the wrong doors when we installed them in the positions they were supposed to be, and one of the door handles was positioned in the middle of the showerWe knew we installed them with the correct side facing in/out, because the protective coating was to go in the inside of the showerWe called NW Shower Doors to let them know that they provided the wrong orientation of the doorsThey sent us a left-side opening door instead of a right-side opening doorMichelle (office manager) refused to provide us with shower doors that would be the correct orientation, and instead told us we should just flip one of the doors upside downShe had Dave (owner) call us and begrudgingly agreed to send out an installer from NW Shower Doorsto fix the problem. NW SHOWER DOOR INSTALLER:I was appreciative that they did send someone to attempt to solve the problemHowever, the proposed solution did not take into consideration that the tempered glass stamp (etched into the glass) would be visible front & center, and at eyesightThe correct positioning of the stamps is supposed to be tucked away in the bottom-side corners of the showerIf this stamp was removable, instead of etched in the glass, then I would have no qualms about this solutionHowever, the proposed solution compromises the aesthetics of the showerIn addition, if they had only flipped one of the shower doors, water would have leaked outThis is stated in NW Shower Door’s statement as well, “the only time this handle complaint thing is an issue is during the time of the actual shower the panels have to be slid from right to left so that the overlap is on the correct side so that water does not come thru The panels can just be slid back to the opposite side once the shower is completed.” Therefore, if the showers are oriented the way they are supposed to be, water would leak out. This would force the customer to remember to reorient the sliding doors backwards every time the customer is showering, or else there would be water leakage.This is not an acceptable solution, and the installer was unable to provide any other solutionsThis is why I did not have him change it. CUSTOMER'S SOLUTION:After this event, instead of trying to work with me to come up with an appropriate solution, they completely avoided meWe called several times to Michelle, Carey (CEO), and Dave (owner) to try and work things out with them, but never heard back with every message we left themI, therefore,had to take matters into my own hands.I had to ask my installer to help me reorient both shower doors upside downThis meant carefully removing and taking apart the roller clamps of the shower doors, scraping off all the remaining silicone with razor blades, and reattaching the roller clamps in the correct position with new siliconeThis took two additional days to complete because of the actual work done on the shower doors, waiting for the silicone to completely cure, and then installing the shower doors back in the shower tracksThough my first preferred solution would to be having the correct configured shower doors, this was the only other option I hadMy solution resolved the water leaking issue, the door handle orientation problem, and also moved the tempered glass stamps to the upper side corners. This at least positioned the stamp so they were not in the top-center, aesthetic ruining position, though the writing is now incorrectly upside down. I paid $for custom shower doors, not a $off-the-shelf productThe ask from NW Shower Doors is that I should accept the wrong shower doors, while paying full price for their ignoranceI feel cheated and am disappointed that I was provided the wrong product, that I am paying for their failedprocess, and that they failed to resolve the issue.In addition, I also had to spend extra time and expenses ($on labor, $of material, and additional $for moving blankets) to remedy the situation myselfWHAT SHOULD HAVE HAPPENED:This could have been easily avoided and fixed by NW Shower Doors had they had the proper process in placeOn the form that the sales associates fill out, there should be a field/line that specifies left or right configurationIn addition, on the proposal document, there should also be a line that specifies left or right configurationThis is crucial to the ordering process in order to successfully provide the correct productIn order to avoid this situation in the future, they should have customers initial next to this information, as they do with everything else.As professionals of their product, they should have known their product better than their customersIf they are missing information, they should call or message the customer before ordering with their vendorThe sales staff should have additional training in their productsThey should be asking their customers about the context of the shower doors, and if there is anything next to the shower doorsThe sales staff should also understand the product enough to know the shower door with the towel rack should not be on the same side as the toilet. In addition, the employee that sends the invoice should also send the Will Call document at the same time, as specified in the Will Call documentThis would have informed the customers that they would not be providing any packaging material for transporting the shower doors, and that the customer would be liableThis would prevent unnecessary risk of transportation, and that NW Shower Door products would actually arrive safely. Doing my research as a customer, they state in their Philosophy section of their website, (http://www.nwshowerdoor.com/philosophy) (NWSDPhilosophy.png) that they “provide the best customer service in the business” and that “All of our staff has extensive market experience.” This gives the impression that they are very detail oriented, and that their standards of acceptance are very highI trusted that they knew their product, and that they would take care of meI, therefore, did not think I had to question their process, and that they are knowledgeable in their product line enough that they would have asked me for all the information they needed.HOW NW SHOWER DOORS SHOULD RESOLVE THE SITUATION:NW Shower Doors refused to provide the correctly configured shower doors, and did not work with me to reach an acceptable solutionThis forced me to take matters into my own handsRather than having to wait another 3-weeks for the correct shower doors, I am asking that they refund $formy expenses for resolving the situation & their productThis consists of $for labor, $for materials, and $for moving blanketsTheir level ofcustomer service is unacceptable, and again, I am extremely disappointed that I am stuck with the wrong custom shower doors, which I had to fix and pay full price for.Thank you for your help and involvement between NW Shower Doors and I. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear Revdex.com & The [redacted], Forgive our delayed response, we only just received notice of this complaint 4/6/17.  It appears the emails from Revdex.com were filtered out by SPAM filter.    Our records show that this problem with the EC10 glass treatment was resolved 3/21/17.  The...

glass vendor went out and cleaned and retreated the glass.  In addition, they provided maintenance and instructions to the end user about how to clean and maintain the glass.  There was a delay in response due to an staff changes at the glass vendor.  Please let us know right away if we can help further. Sincerely,Northwest Shower Door

We have been in consistent communication with Ms. [redacted] and have arrived at a solution that met her satisfaction.  She has informed us that she'll be updating her issue as "resolved".

Revdex.comAttn: [redacted]07/08/15RE: ID [redacted]A Proposal for a sliding shower enclosure was provided to Ms. [redacted] (See attached document, [redacted] Proposal).   Northwest Shower Door typically provides an end-to-end product and service that includes an...

on-site measurement and installation.  Ms. [redacted] decided to WILL CALL the product instead of having us install it.  Indoing so, she took responsibility for providing sizes and configuration (since we'd never seen her bathroom or shower).The Product was picked up and the product was signed off as inspected and accepted (See attached document, [redacted] - Will Call Signoff.pdf).The customer's installer called and said that the handle was not on the correct side.  As mentioned before it was the customer’sresponsibility to specify the configuration details and to inspect the product when picked up.   We tried, however, to help the customer by giving her installer instructions over the phone as a work around to the handle needing to be on the other side.  The panels could simply be switched and turned over.  The customer's installer insisted he wasn't capable of doing that.  So, we at NO CHARGE to the customer made a house call to try to resolve the issue by flipping the panels.  (The only difference is that the tempered glass stamp was on the top corner instead of the bottom corner of the glass.)   The tempered stamp is required and can be on any corner of the glass.  The customer refused to allow Northwest Shower Door's installer to switch the panels and sent him away.  Again wewent above and beyond what was contractually agreed to when Ms. [redacted] purchased the shower door from us.  We had many customer service phone calls with Ms. [redacted] installer and even went out at no charge, as a good will gesture totry to satisfy the customer.  She wouldn't allow us to assist and filed a complaint.    As you can read from the payment agreement and the will call sign-off, the customer was responsible for the product once itleft our shop.  But, we tried to help further at our company’s expense to help her have a resolution.  (Side note: the only time this handle complaint thing is an issue is during the time of the actual shower the panels have to be slid from right to left so that the overlap is on the correct side so that water does not come thru.  The panels can just be slid back to theopposite side once the shower is completed.)   The product is beautiful, operates properly and everything was provided as proposed.   As, previously stated we even went above and beyond our contractual responsibilities to resolve the issue.   There should be no dispute here.Thank you for you time.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]