Window & Door Showplace

Poor customer service and poor quality products! We ordered a door from their Sterling location and the door came to us damaged. When we informed the sales rep about the damaged door, it took him 3 days to get back to us after several attempts of us reaching out to him. Even after sending him several photos of the damage, he claimed that he would need to have the door inspected even though we just received the door a week ago. Then he came to our home to look at the door and claimed that he can repair the damage with no mention of replacing it. We paid almost $3000 for a brand new door that was delivered to us damaged and all they could offer is to patch it up. Does it make any sense to patch up a new door instead of replacing it after it was just delivered? Don't waste your time, customer satisfaction is not a priority for this company, they just want your money.

We used Window and Door Showplace in Sterling VA for one door project in our bedroom. The customer service rep was helpful in person, but VERY SLOW to respond during the entire process. He provided zero updates on the shipment status. I always had to reach out and find out what was happening. When the shipment date was approaching, and I inquired, I was told "sorry we made a mistake, your new shipment date is 6 weeks away." When the door did arrive, the paint / veneer was chipped off in about 10 different places and they took ZERO responsibility for this. All they said was "use your touch up paint kit included" -- but guess what, there was no paint kit included, and I am still trying to get that resolved. Considering I paid almost 1800 for a pair of french doors, the lackluster customer service throughout the whole process was very disappointing. I would NOT recommend this company to a future door buyer.

Well we changed our color in hardware preference, and they were able to accommodate us at kind of short notice, so that was nice. They were great.

Project Details: Contract #1 (5 windows): No issues. Installation and timing executed as would be expected. We decided to do more work with the company. Contract #2 (10 windows): There were ordering and installation errors for two installed windows. Project delayed. Approximately only half of the painted interior trim boards provided during install. Project delayed. After installing final trim and painting inside the house, paint dripped in at least five locations (on hardwood furniture, railings, radiators, floors). WDS offered concessions, a reduced contract price OR company credit, and ultimately fixed the problems (reasonably expected customer service). Contract #3 (4 Doors): Giving WDS the benefit of the doubt, we chose to replace our doors. Contract signed in Nov 2016 with 10 week delivery. Upon installation, another ordering error was discovered onsite and two doors could not be installed. Project delayed. Upon returning again for installation, there was another ordering error discovered onsite. Project delayed again. Upon returning the third time, after half-a-year from signing contract #3, the project was finally complete. Written corporate response (with jargon): “You are correct in your assessment that our execution needs improvement. We are constantly working on ways to improve and enhance the overall customer experience. We have recently added new personal and relocated others to streamline and consolidate the production process in an effort to double check production notes to eliminate order entry errors. We do value your business and feedback. Thank you for your business.” Company culture disconnect: During communication with WDS after numerous errors, they stressed in writing, “We are a family owned small business that works hard and goes above and beyond what most do.” (Sounds good!) Regarding concessions, at WDS’s discretion, due to continued errors on Contract #3: Response “We do not have any room for concession on this job.” (Actions speak louder than words.) Understandably, margins are tight when numerous incorrect custom items are ordered and workman are continuously sent to the job site with the wrong products. At no fault of the customer, there is no recourse but to wait, and wait, and wait. Assessment: WDS has transitioned away from a company that focuses on customer service and high-quality project execution. The motto of going ‘above and beyond’ is ultimately determined by an accounting spreadsheet and not by actual interactions with your project.

I was very happy with my experience with Window and Door Showplace and particularly with our salesman George Lollar. I had an unusual type of door I was looking for and George and Window and Door were the only representative and company that took the time to research a door that they don't typically provide. Even though the job was small, being one door, I was treated as if I were a valuable customer. The work was done at the time and cost that was agreed upon and the door turned out beautiful. I would highly recommend them to anyone!

I was looking for a Marvin door as I know they make good quality products and I found through an internet search that WD Showplace was a provider and had good reviews.  I stopped into the show room and checked out the doors and my sales guy came to my house the next day to do the initial measurements and talk specifics.  I was very happy at this point with the service and responsiveness, plus I already knew I liked the door, so I went ahead and put in the order for my door.  They sent someone else on another day (this was not nearly as quick - I think I had to wait about a week, but it may partly have been due to my own schedule issues) to take the accurate measurements and I also communicated several times with the sales guy to go over the specifics of the contract, etc.

I then basically didn't hear from them again unless they wanted money.

I was given an expected time frame for when my door would come in - I believe it was 4-6 weeks.  After this deadline had passed, and another week went by, I then reached out to them to find out where my door was.  I would have much preferred them being proactive if they were going to miss the deadline and let me know this in advance and give me an updated timeline.  They said the door would be in in a week... so a week or so later, I again reached out to them to see if it had come in yet and they said it had.  Why do I have to call them to find this out???  So we set up a time for them to install it. 

Their installation crew was great and I have no complaints here.  It took longer than they thought it would, but that happens and they were very nice.  One guy on the crew even noticed that the frame for the door didn't have the right/matching paint and pointed it out to me.

But do you think anyone from the company called me to either tell me the paint was wrong and they were going to fix it, or, if they didn't know the paint was wrong, just ask if I was satisfied??  No!  I again called them to tell them the paint didn't match and they said they were aware of an issue where two paints with similar name colors were getting mixed up and they'd send their painter to fix it.  Why they don't check the color before sending it into my home if they know it is an issue is beyond me!  And then I had to take off more work in order to be home for their painter to come in and fix the paint.  They were not particularly apologetic or accommodating in correcting a mistake that should have been addressed before the door was installed. (Again, the painter was very nice, though)

So now that my door is fully installed and I have no reason to reach out to need them anymore... I still owe the final payment on the door and I received the email with the invoice from them yesterday and find it just hilariously amazing that I've already received a follow up call today because I haven't replied to their email requesting payment from yesterday.  They are only good at contacting you when they want your money.  I'm very disappointed with my overall experience.  When you spend this much on a door you should get better customer service, for sure.

unknown

The technician, Gary, is a seasoned professional and installed the new glass pane with great care.  He is a true craftsman.  I also inquired about repairs to two other windows.  The technician took the requisite measurements and provided me great insight as to how the repairs might be carried out.  I am awaiting a follow-up estimate for this incremental repair work.

unknown

It was a very positive, but expensive, experience. Product is first rate and the two man installation team were very professional.  I would recommend them most highly.

The company did an excellent job. The negotiation of the contract witht he company's representative (Richard Montano) was very effective. The installers were on time and completed the job within several hours.

Vadic, the service technician who came my home was prompt, very courteous and came with all the materials to complete the project.  I had a couple new windows installed that were slightly damaged needing service and this was completed quickly.  I have a large bay window that was installed by Marvin windows 11 years ago and that needed to be re-caulked.  Vadic did an excellent job and cleaned up after he completed the work.  He told me what the issues were and addressed them appropriately.  I am very satisfied and would highly recommend them for their service work.  I have been a Marvin customer for several years and their products are outstanding

This job went perfectly. The contractor came out and measured, custom sized windows were ordered and delivered on time. The work took one week and was completed on schedule. The subcontractor, Richard Samulski and his assistant Carlos were courteous and professional. They kept the house very clean and every detail of the installation was very well done - flashing, alignment, foam installation, caulking and exterior/interior trim. These are very expensive windows but they are tops in quality, durability and performance.

A company should be judged on 2 things.  On how good the initial install was but more importantly on how they respond when something goes wrong.  We found Windows and Doorshow room just by chance.  I had been trying to find the exact 2 panel non-wood grained Provia door and had talked to a bunch of companies.  All of them said the door had to have the wood grain finish, even though all I wanted was a black door.  I went to W&D and they said they could get it for me, and not only that, but the door was a few hundred dollars less than what the other companies were offering.  We worked with Jeff Machamer who answered every single question I had.  He was very patient and never put any pressure on me to make a decision.  He changed our order a bunch, researched every option I asked about, did a bunch of calculations, etc.  If you can work with Jeff Machamer, I would highly recommend it.  After weeks I finally ordered the doors.  I bought a double door in the front and a full glass panel door with a storm door for the side.  There was a few issues with the installation which W&D fixed.  There was one issue that 2 other service people couldn't figure out, but they sent out Greg who completely thought out of the box and fixed the issue.  So, as I said before its more then finding a company who has had good installs, because not everyone takes the time to write reviews, its finding a company who does quality work, but when hiccups happen, they have the integrity of sending people to fix whatever needs to be fixed.  I would use Windows and Doors again and would recommend them to my friends and family.

went very well, they arrived shortly after the scheduled arrival time, thoroughly explained the work that was going to be done and the approximate amount of time it would take. they cleaned up after themselves and overall the experience was very pleasant and we are extremely happy with our new front door.

They did an amazing job! The whole process from beginning to end could not have gone any better.  All of the staff at the Window and Door Showplace are fantastically helpful, professional and nice. The installers showed up on time, were extremely professional , and left my house in perfect order. In addition, I love my new Marvin windows.  They are truly an excellent product.  I look forward to doing more house projects with the Window and Door staff and highly recommend them to anyone thinking about replacing windows or doors.

Excellent service! We had never met and they took great interest to insure Jeld-Wen stood by their warranty despite not having originally installed our doors & windows. Long process due to Jeld-Wen but Window & Door Showplace stuck with us and did an excellent job.

Window & Door Showplace (WDS) did a fantastic job.    They exceeded our every expectation, and we recommend them without reservation.   
We?d had bad experiences shopping with numerous other window companies before Sean in the McLean WDS showroom helped us find exactly the windows and doors we wanted.    We chose all-wood Marvin windows with extruded aluminum exterior sheathing, and wooden Simpson doors.    We opted for full-replacement windows, with re-creation of the interior trim.    Because about half of our rooms have colored woodwork, many of the windows were (beautifully) custom-painted for us by WDS.
Thanks to WDS? amazing team of Martin, Oscar and Carlos, removal of the old windows was done with skill and great care for our possessions.   Installation, despite some challenges in our quirky old house, went equally smoothly, with the crew working long hours to finish key rooms and minimize disruption.     The installation of a bay window, with custom metal roof, was especially impressive.    
The new windows immediately banished drafts and made our rooms quieter.    They function with high-tech ease, but have the historic look of wooden windows.    They only became more beautiful as the crew re-created our interior window trim, with expert carpentry and color-matching.    I didn?t believe it could be done so perfectly -- but it was!  Martin was the supreme professional, going the extra mile until he knew we were completely happy and informed about our new windows.   
We love the Simpson doors too, and appreciate WDS? courtesy in keying them to our specifications.  
If at any point we had a question, we were instantly assisted by Lynn Pedrotti, owner of WDS.   She leads by example, so everyone at the company is 100% committed to excellent customer service.
And as if all that weren?t enough:  In addition to being expert and responsive -- and in contrast to other window companies we?d checked out -- WDS is an honest company that will save you every possible dollar. 

Pre-Sales was excellent. My sales person, Richard went above and beyond to make sure the windows that were ordered were correct. The price was excellent, they showed up on time and were delivered on time.

Showplace was too booked up to do the installation. We built the addition ourselves so we only needed them installed as far as lifting them into place. We were told to call if we had any questions and they would try to answer them.

We had questions. Once they got the check, everything changed. The staff became rude and unprofessional. We ended up getting help from the factory, which was excellent.

Booked a service call. Tech was 3 hours late and when he arrived made it clear he did not know anything about the door, but took a bunch of pictures and wanted to order a bunch of parts which turned out to be not necessary. As mentioned in the next paragraph, this was the same guy that put the door in wrong in 2004.

Of note: The company info says this company started in 2009, but I purchased $25,000 of windows from the previous owners in 2004.  Some of the windows and a door had to be reinstalled this year because they were not installed properly and began to leak. Some of this work was done by an individual which is employed by the current owners. I am not sure how many other legacy staff are there, but beware.

Bottom line: If you are just buying windows and only need them delivered and no further support, these folks are great. If you think you will need installation or other support after the sale, I would look elsewhere.

Mostly really great. Just one glitch. One of the 7 windows was ordered with the wrong measurements and had to be installed later, but it went well.

unknown

We spent a lot of time researching the right windows for our 1930s house, since we wanted them to look right for the architectural style of the house. We worked with Jason in sales and Travis in production, and they were very knowledgeable and helpful, recommending Marvin windows to achieve the look and quality we wanted. We were right to pick this brand of window--the dividing lights needed to be appropriately skinny (an option available for these windows) to look like the older windows, as well as to get the correct exterior color. We also got other bids for the work and Window & Door Showplace was in line with other bids.
One thing we also could see is how important it is to have top-notch installers put in your windows. The company's installers worked meticulously over several days to ensure that everything was exactly right, especially in an older home where (surpise!) not everything is perfectly square. The final result was really fantastic; we are thrilled with our new windows.

Everything went fine.  The work was done as scheduled and we had no problems with the windows.

I researched my project extensively before hiring Window and Door Showplace.  I wanted a quality door that would not break the bank.  My research indicated that the Marvin door was an excellent product, and Window and Door Showplace was one of the larger companies in the area representing this line.  I also looked at Pella but the on-line reviews for Pella raised a lot of warnings about durability.  Once I called Window and Door Showplace they responded quickly and sent a representative to meet with me the next day.  The sales person was very interested in finding a door to suit our opening, which was not a standard size.  This experience contrasted with another company who sent someone over who kept telling me that "they never advertise and just go by referrals."  He seemed less interested in helping me and wanted me to pursue him for the job!  When Window and Door Showplace came out, they made me feel as if my project was important, even though I only had one door to replace and not an entire house of windows. At the same time, there was no pressure to buy additional windows from them. I really apprecaited that.  The door was delivered within the time frame in which it was promised. The installers were there on time, were very efficient, and cleaned up completely.  All in all an excellent experience and we love our new door.

Most of the work was satisfactory. However the installer failed to properly install the bay window.
As a result, I didn't go forward with the last phase of the project with this company.