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This has been the worst experience of my life. I have built a lot of custom homes and I usually go with Anderson, but after Covid, window lead times are insane.

Pella guaranteed me (5 times total including right before I placed my order) that my specific order would be 14 weeks with 2 weeks for shipping. I call them at the 8 week point to check the status (like they told me to) and some rude employee on the customer service line proceeds to tell me that my ETA has extended by over 10 weeks. When I enquired about the change and the reason, she basically told me to "eat it" and "that's how it works." So now my total lead time is over 24 weeks. Without notice they shoved other orders in front of mine and threw me to the side.

After weeks of calling every Corporate office in the US with no help, Lowes was able to contact someone and I found out my French door is the issue and it takes longer to make so they put other orders in front of mine. Side note: When I placed my $16,000 window order, I had a casement window for a bathroom, but the lead rep said the casement window could cause delays so I deleted that window and went with a regular double hung window instead. If they would have warned me about the door, I would have deleted it or purchased it separately. The lead rep knew I was on a time frame and couldn't spare a single week.

After multiple calls they approved to release my windows before my French door. Now comes another issue, nobody can tell me when I can expect my windows now. I feel that Pella should honor my original ETA and put my order back in line. I am willing to wait on my door, I just need my windows.

My framers start the beginning of July and cannot come back until next Spring. In total, Pella completely disregarding their promise to a customer, is going to cost me an additional $18,000 in interest and fees with my building project. I have been trying to get an ETA update since June 4th (its now the 20th.) Nobody with Pella cares about your business or your satisfaction. I am amazed at the fact you cant contact anybody high enough at cooperate that can help you.

I could call Anderson right now, and have a District Sales Manager on the phone within minutes. Not Pella though. This has been the biggest nightmare and joke. I will never deal with Pella again.

I understand that lead times are estimates, but you shouldn't be off by over 10 weeks.

Then to make things worse, your customer service agents are rude, belittling and throw the issue back in your customers face. Go with Anderson no matter what.

User's recommendation: Go with Anderson windows. Dont make your life harder!

Location: Springfield, Missouri

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