1.4
Details
Customer service
Diversity of Products or Services
Price Affordability
Product or Service Quality
Value for money
1 comment

We ordered a $3000 external door through Home Depot. Although not Custom, the glass inset, with wrought iron, had to be made at their factory. We paid the extra for their expensive finishing.

As we installed the door, it was very apparent that the center vertical spar, between the door and side light, was too tall for the frame. This caused the upper frame to bow about 1/8" noticeable upward. Obviously the bowed upper frame could not be shimmed downward, because the vertical divider was either cut too long, or there was too much glue in the joint. Either way quality control was not there. The defect was obvious as soon as we unpackaged the door. The door was a long time coming, and the old door was already removed, so we were committed to installing this door. We took photos and hid the bow as much as possible with molding.

I went to Home Depot, not to get any money or cause any grief, but we thought we should mention the poor workmanship of the Masonite door. Staff agreed and referred me to Masonite warranty. Two emails, complete with photos, went unanswered by Masonite. Home Depot appeared sympathetic, but it was out of their hands.

It was bad enough having to tolerate the poorly made door, but to have our concerns completely ignored reinforced our conclusion that Masonite is not the go to place for quality and customer satisfaction. What should have been a finishing touch on an external house remake left us with a disheartening feeling.

Product or Service Mentioned: Masonite Door.

Reason of review: Poor customer service.

Monetary Loss: $3000.

Preferred solution: Let the company propose a solution.

I didn't like: Quality of construction and lack of followup.

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Anonymous
#1589081

Skip the e-mails. Make no telephone calls.

Proceed directly to a formal letter of complaint addressed to the proper person/department at the manufacturer level. Serve your complaint via Certified Mail Return Receipt Requested in order to establish an admissible timeline of events and provide proof of delivery should you need to escalate your claim. Be brief, be polite, but be firm. State a short history of the issue, your attempts at remedy, the outcome, and the action which would satisfy your claim.

Keep it to one side of the paper but attach any really clear photos which plainly show the issue you have described. Retain copies of all correspondence and your postal receipts.

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