Bifold Doors, Custom Exterior Doors, Custom Folding Doors, Custom Interior Doors, Door Sales, Pet Door Installation, Trim Work, Weather Stripping, Custom Doors, Screen Doors, Storm Doors, Dutch Doors, Interior Doors, Exterior Doors, Three Season Porches, Millwork, Pet Doors, Pet Gates, Garden Gates, Pedestrian Gates, Sliding Barn Doors, Louver Doors, French Doors, Pocket Doors, Three Season Enclosures
United States, Canada
2013 Timber Home Living Readers' Choice Awards Winner - Best Doors US Green Building Council Member BBB Member A+ Rating
She very specifically requested recessed flat panels, which we do not recommend on exterior 1 3/4" thick doors (as the panels are indeed thinner). To further explain, a flat recessed panel option offers a certain aesthetic that some clients prefer for certain style homes - such as craftsmen style homes. Exterior doors with this type of panel preference should be 2 1/4" thick, to allow for a thicker panel (however, the cost is at a higher premium).
With our hand-crafted products, the lead times vary between 6-8 weeks. We were on schedule with Mrs. Lee's order, but due to the fact that she was not always at this specific home, we held the shipment until a time that was convenient for receipt (when someone could be there to accept and inspect the delivery).
We go through great lengths to ensure customer satisfaction, especially when it comes time to ship and deliver the finished order. These are natural wooden products, and their timely sealing/finishing is VERY important. We send along care instructions with our products, which includes finishing instructions and finish product recommendations. We speak over the phone with each client to set-up deliveries, and explain clearly that doors must be finished between a 1-2 week period of receipt to ensure the wood does not expand and contract.
Unfortunately Mrs. Lee did not follow these instructions, and unfortunately her panel did crack. We are sorry this happened of course, and can only help fix the problem at that point.
Despite her very discourteous demeanor, we warrantied the product at no cost - by immediately sending a new panel and moldings for replacement and install. We explained how the replacement would easily be handled and recommended that her contractor call in to speak with us with any questions. Her contractor, we must say, was very cordial and understood the nature of the situation (as a result of not finishing the door soon enough).
In closing, the last thing our company wants is an unsatisfied customer. We strive to be understanding, courteous and answer any client inquiries (or concerns) in a quick and comprehensive manner.
We do enjoy working with clients who hold the same standard of respect towards our staff as well, which is why the owner here at Vintage Doors had to speak with Mrs. Lee. Despite our efforts, we are deeply disappointed Mrs. Lee would continue to choose to go online to speak poorly of our company.
We know she will enjoy her door for years to come.
Thank you for your review; we are sorry to learn of these items via Houzz and not through a phone call or email to our customer service team. We do take our client's happiness very seriously.
To be clear—Your handle set and any other hardware used to install your new screen door was not purchased through our company (we do have hardware available). We’re sorry if you’re having any issue with hardware purchased elsewhere; however we simply cannot be held responsible for any issues you might be experiencing, as we have many product recommendations and hardware available on our site to fully ensure a smooth installation in accordance with all of the door options chosen (such as door stops). For instance, if you purchased a “surface mounted” style handle-set elsewhere, you may experience an issue installing that specific type if you're also installing door stops and seals—but it is still install-able.
Second—In reference to your note about a “Beveled edge” we believe you’re referencing the decorative round over applied to our doors around the screen areas. The round over is created to soften each opening, up to 1” from each corner – this creates a finished, distinguished, and charming look, and is a characteristic of our handmade products. This is one way in which screen doors were hand-crafted in the olden days, and we try to be true to our name “Vintage Doors.”
We are deeply sorry that you are “disappointed” with the finished product and feel you received a “blah” door. Of course we strive for satisfaction, which is why we encourage each and every client to ask questions and feel comfortable placing their order. With a little more communication, these small items could have easily been clarified and prevented.
The Vintage Doors Team
Customer Service Representative
66 South Main Street | Hammond, NY 13646
Phone: (800) 787-2001 Ext. 22