Glass-Door.US

We are pleased to hear that you are satisfied with our product and service. Thank you for the great review we really appreciate it.

We're sorry to hear that. We are constantly working to eliminate these kinds of problems, but sometimes it is out of our reach. Glass products are fragile and therefore the risk of damage during transport is naturally higher than with ordinary products. We work with the largest and most reputable shipping companies in the U.S. to minimize damage so if goods break during transport it is the fault of the carrier and not ours because we have almost no influence on it. We would also like to emphasize that if a product is damaged during transport it cannot be traced back to poor quality. That the first truck was too big to deliver the goods to you, we could not know! In that case it would have been better to inform us about it before shipping. Any goods we ship are insured, therefore in case of damage the product must be stored for up to one month so that in case of doubt an expert of the insurance company have the chance to check the damage. The photos we have requested from you are also for the insurance company because without proof we have no right to any compensation and can therefore not make any refund. For this reason we have paid the requested refund immediately after receiving the photos.
You have ordered the door on 11.19.18 and we have received your complaint on 01.08.19 which means that the door was delivered within 35 business days as it is our shipping policy.
As far as we are informed there are no special disposal guidelines for glass. If you put the shards in a box and then add them to your regular household waste it will be picked up by the garbage collector so we can't understand how you spent $200.00 on it. If you have hired someone to dispose the damaged door, it was your decision so please understand that we cannot cover the costs.
Since we take customer service very seriously, we have once again gone through the entire correspondence with you, but could not find any inadequate or rude content.

First of all we would like to apologize for the inconvenience you had with your purchase in our shop. There were certainly points that we could have done better and we took measures to prevent these problems in the future. To be fair we have to say that it is not our fault that the door broke during transport. Unfortunately such things cannot be excluded 100% and it has nothing to do with a bad choice of the carrier. We cooperate with the 3 largest and leading transport companies worldwide and in your case FEDEX was responsible for the damage. We would also like to point out that the damage was not caused by a poor quality of our product but by incorrect handling of the carrier. Our products meet a high quality standard and we do everything to maintain it. Furthermore, our refund policy implies that if any damage occurs, the customer is obliged to inform us by means of photos. If these photos are not meaningful enough, we request further photos to pass the case to the insurance company. Each of our customers receives a refund as soon as no self-inflicted damage has been proven, therefore you have also received your refund. Please note that this decision is independent of whether or not the insurance will pay for the damage.