One Stop Windows and Doors

Been working with this company over 7 years and have to give them props that they offer the highest quality windows, doors and handles around. And whenever I have had issues, they make a genuine effort to work through with me and I know I am a difficult customer!
I ordered incredibly strong wood windows and sliding doors from a Canadian company called Loewen and these are still the strongest windows I have seen anywhere (but must admit they cost an arms and a leg). And am currently ordering doors and handles from them at the moment. They have a good selection, decent showroom and working with Eric and Robert has been good. They do not need good Unilocal reviews because they are one of those businesses that people in the industry know are good but I figured I should at least let people know.
FYI they do price match quotes if you bring them a competitive estimate too.

My suggestion to anyone curious about working with this place is to run away as fast as you can and don’t look back. From my experience, they are very unprofessional when there is a problem. If they make a mistake and provide you with the wrong item, you’re stuck with it. All sales are final with no exceptions. Their website stresses their commitment to customer service but that’s just talk to lure customers in. Check out their mainland One Stop Windows and Doors Unilocal reviews for Torrance and Los Angeles. The bad customer service is not limited to their mainland locations. It’s a company-​wide problem and Hawai’i is no exception.
I requested a quote for a 32“x80″ pre-​hung fiberglass entry door and asked their salesperson, Rick, if a security screen door could be mounted to it. FYI, when buying doors, they are measured by the width and height of the door slab, not the outside edges of the door frame. He responded that yes it could and he sent me information on the products they had. I looked them over and told him that I wanted a quote for the Crimsafe screen door to go over that kitchen door. He sends me the quote with the kitchen door and the Crimsafe door quote handwritten next to it. I decide to purchase the entry door from Lowes in the same size but went ahead with the order for the Crimsafe screen door from One Stop.
I get an email that its ready for pick up several weeks later. I pick it up and drop it off at my home that is being renovated so our contractor could install it over the 32“x80″ kitchen door. The contractor installed it the other day but told me that they had to build another frame inside the entry door frame, basically making the entrance smaller, so they could get the screen door mounted. I didn’t understand but when I looked at it, I noticed that the screen door was much smaller than it was supposed to be. The screen door was measured at 32“x80″ from the edges of the frame that it came hung in. So the entire screen door and it’s frame was the same size as the entry door slab. The actual swinging part of the screen door was only 28“x78″. Why would anyone mount an entire screen door and its frame onto the swinging portion of an entry door?
I call Rick immediately but he was not in that morning so I left a message with his coworker to call me and what the issue was. After several more messages, I finally get him on the phone in the late afternoon. I politely tell him what the issue was and he immediately tells me that I gave him the dimensions for the Crimsafe door so that is exactly what he ordered. I mean, the very first response out of his mouth, he was already laying the blame on me. I tell him I never told him the dimensions of the door because he already knew it was supposed to go with the 32“x80″ kitchen door he quoted me. He tells me he needs to look into it so I tell him I’ll send him the email string so he can see for himself what we discussed.
I gave him a day to look at his own records and to review the emails I forwarded back to him. I call him to follow up and he plays dumb, saying he never saw the email and didn’t even look at his own records. I resend the emails again and tell him to call me as soon as he’s done reading them.
He responds by telling me again that I changed the door size when I placed the order and that if I’d bought the kitchen door from him, he would have ordered the right size. Then he refers to the three page specs and confirmation sheet that he had me sign which stated that all sales are final and said the door was «net frame size 32“x80».” I interpreted that to mean the swinging portion of the door was 32“x80″ since its essentially a swinging frame with a screen inside of it. And from what I’d seen to that point, doors were always measured by the slab, or the swinging portion of the door — not the frame its hung in. Regardless, he knew the door was supposed to be placed over the 32“x80″ kitchen door and the order was based on the quote he gave me so he was the one that ordered the wrong size. It should not be the customer’s responsibility to find errors in his orders and it should not be the customer’s loss if we don’t catch those errors. The Crimsafe screen door was over $ 900 and he tells me there’s nothing they can do so I should just keep what I have.
So where exactly is this «commitment to customer service» that they stress on their website? If there are any problems, they will automatically refer you back to the confirmation form they have you sign when placing the order. Everything needs to be ordered and they require 100% payment upfront when paying by credit card. This means ALL SALES FINAL and you don’t even get to inspect the item until weeks to months later so BUYER BEWARE!
I now have a $ 900 security screen door that is useless to me and can’t be sold or returned since I doubt any home in Hawaii has a 28“x78″ door. I hope you all can learn from my very expensive mistake of trusting these guys.

Shopping for windows to complete our renovation… this place has so many windows and doors on display and Robert is really patient. He explained the features and helped us compare the various brands… showed us the highlights of each type of window and let us just walk around and «kick tires»…so now we have a good idea of who offers what… so hard to make these decisions unless you push open the window or open the latch… some windows open one way, others a different way. Some can be flipped up, other not…
If you want to really see what windows do, One Stop is a great place to go.
The hardest thing is finding them… they are in the old Cannery building on Iwilei… you don’t see the sign until you turn into the parking lot… it’s the building after the KMart parking lot, so drive slowly.