The Pella Window Store

in 2002 we bought a nice home in Mililani — one with lots of extensions… some that made sense and some that didn’t! Over the years we have remodeled that home and expanded more and now it makes more «sense». During the process we replaced all the jalousies and cheap aluminum sliders that came with the home with high end Pella windows — most with blinds inside of the glass. In the past i’ve had pretty good experiences with service from Pella but the last couple have not been so great! I’ve been trying to get ahold of Pella now for about a month — I’ve left messages, sent emails… one of my windows is literally FALLING APART! It needs to be fixed or replaced! Its not under warranty anymore (of course) so i know i’m going to pay a pretty penny for it — but its an important window that needs to work IF YOU WANT AIR in the house! I’m now wondering if i should just go to Coastal Windows… Because unfortunately its an odd shaped window!

I called Pella to order 2 windows and was referred to Rick who is a sales associate for Pella. After the first week I called again and was referred to Rick. It has been 2 weeks now and Rick has still not called and I’m not able to place an order. How’s that for service? I wanted Pella but maybe this is a blessing in disguise. Time to look for another manufacturer.

Whoa… Where to begin?
So I have a big, and gorgeous home on the N Shore (Not trying to brag, just to give you reference for later in the story).
My house has huge sliding Pella doors and wooden sliding screen doors inside them.
The wood was rotting on the sliding screen doors so I called Pella to replace them.
They could not source what doors I had on, it took them three weeks to figure it out.
I ended up paying $ 65 to have someone from Pella come out and measure so they could quote… no problem, I get that and agreed.
Then, Pella said they no longer manufacture my wooden sliding screen doors and they’d have to manufacture them at the factory…
Fine…
Quote came back.
$ 1248.43 for one pair of wooden sliding screen doors!
With a 3 – 4 week delivery, cash is advance.
After thinking about it, I decided that, «what the hell» this is a gorgeous home, might as well keep the original stuff in here.
I paid the $ 1248.43…I know, crazy right?
Almost 9 weeks later, Pella called me to say the screens had arrived!
More than double the quoted time!
I was in town when the installer came to the N Shore home to install…
He called me two hours later and said…
«Hey, I installed the doors, but they are 2 inches too short…»
I said «too short, what do you mean, you came and mesasured, right?»
He said that the manufacturer made the mistake, not them and they blamed it on the factory.
Not only that, but he left the crappy doors installed!
When I got to our N Shore home and opened the doors, I was appauled.
They were 3 inches too short, which meant, the doors were not secured on the bottom and were flapping back and forth in the wind!
Not to mention, these doors were completely flimsy, not the quality that Pella normally prides themselves on.
I called Pella Honolulu and they told me to call the Mainland to sort it out.
Heather, in the LA office (who was NEVER nice at all) said «I am sorry, we do not give any refunds… you’ll have to wait for them to manufacture new ones… another 3 – 5 weeks.»
Are you kidding me!!!
I was furious at this point.
I exploded at her saying «you charge me $ 1200 for crappy screen doors that don’t even fit, you leave them in my million $ property that we use as a high end rental, and then you tell me to wait an additional 5 weeks??? Sorry, that is NOT ok with me»
I insisted on getting my money back at this point.
I told her, for $ 400 I could have Screens n’ Things install new doors in 3 days.
She referred me to her boss.
Her boss took a week to get back with me.
He said the same thing, «sorry, no refunds, it wasn’t our mistake…»
After another two weeks and writing letters to two of the upper management people, they called to tell me I was getting a full refund.
Here is the kicker to this story…
They said to just throw the doors away…
Now I know why they said that and why they refunded me.
The doors that they sold me were NOT wooden doors, they were aluminum doors that just had a thin layer of wooden veneer sheets to cover it up to make them LOOK like wooden doors!
Not a great experience to say the least…
Am I happy I got my money back?
Yes, but the cost was huge…
Weeks of my life dealing with crappy people that didn’t understand that the product they sold me was sub-standard…not worth it.
Needless to say, Pella is a great brand, this, however, was a horrible experience.
Moral to the story… Make SURE you are getting what you pay for.
Good luck!

Stopped at the Pella Window store to shop for new windows for a addition I am planning to build. I was quite happy with the service and the attention to details I was able to go over on my project.
What really surprised me was the price I didn’t look at the cheapest ones but at their fiberglass line ones and I found that the price was very close to other quotes I had thought that Pella Windows were expensive and found that these other brands were very close in price to the Pella Windows and the build quality looks and feels more solid than the other brand that had a similar price.
Plus I could get a different color than white which is in their fiberglass line this is what I wanted for my windows,