Sheppard's Glass

FAULTY INSTALLATION…DANGEROUS…INJURY….AND HORRIBLE CUSTOMER SERVICE! I had glass shower and tub surrounds installed in a couple of bathrooms, including the one used by my young children. The glass was installed in September or October 2022. This review may seem untimely, but please keep reading. On October 27, 2022, the glass in my children’s bathroom shattered while the bathroom was being cleaned. It cut our housekeeper’s arm. I’m also so grateful neither of my children were bathing when this happened. I called Shepard’s and told them the glass shattered, thinking they would apologize and offer some solution. Note: it had only been installed a few weeks prior. From my research, the glass should not shatter; shattering is typically in response to poor installation or pre-existing damage to the glass. Shepard’s did not even offer to come look at it to see it had been properly installed. Instead, they told me option 1: I could pay approximately $600 to have them remove the remaining glass panel (Yes...PAY $600 for them to come get the glass panel I already paid to have installed) or option 2: I could pay approximately $800 for a new panel. I told them I’d let them know what I decided. I was flabbergasted by the flippant response and the apparent greed. It took me a long time (over a year) to decide whether to have the panel replaced, or removed, as I want my children to be safe, but I like the aesthetic of the glass enclosure. In the meantime, my kids have bathed in my bathroom for a year because it was clear the remaining panel in their bathroom was not aligned on the track. . Yesterday, my husband had someone from another company come to our house to take a look at the enclosure in our kids’ bathroom. Sure enough, they informed us the panels were not installed properly, and explained the specific shortcomings. Their failure created an incredibly dangerous situation for my houseguests and family; having confirmation that the glass was not property installed infuriates me, especially in light of the response when I called to report the issue. I would not be writing this negative review but for their utter disregard to what was obviously a potentially life-threatening situation - imagine all that glass shattering into a bathtub where your child was bathing. I went to take a photo of the misaligned glass this morning after receiving confirmation that was not installed correctly; but the guy who came out yesterday stabilized it, temporarily, until he could come back and fix it. He is charging us $500 for the new panel and to fix Shepard’s failure. Unfortunately, I'm having to paying twice for a glass shower enclosure…once for Shepard’s for faulty installation, and now I have to pay someone else to fix it….but it's a small price to pay to ensure the safety of people living in, and visiting my home. Bottom line: I won’t be using Shepard’s, again, and I would encourage you to shop elsewhere if you're in the market for a shower or bath enclosure. Shepards is negligent, reckless and irresponsible.

Very disappointed. Ordered glass units to match existing ones. New ones were badly installed and do not match. Its been weeks and the company wont rework or visit to review or comment on their product. Surprised such an establish company are dismissive.

unknown

We heard about them through radio advertising. It was delivered a day early and we picked it rite up. They also helped me load it into the car. It was very big, about 42 inches.

I emailed Sheppards and Ace Glass. Sheppards responded the next day with more information than I asked for. Ace responded several days later and the information provided was minimal. Sheppards also was a bit less expensive. We went down to order the table top and it was ready the next day, 2 days earlier than we were told to expect. The glass was exactly as described. Will always turn to Sheppards for any glass needs in the future.