Express Kitchens Factory Outlet: Hartford

very disappointed, besides the wait time to refund your money on a window that it was confirmed as in stock and when I went to pick it up, they don’t have it and saying oh we will definitely give you the refund but “my manager it’s not here so I will give you a phone call” and it NEVER happened. you guys still charging a "return" fee when I never got the freaking window? I had to call several times and nobody seems like they want to help just saying “manager it’s not here but we will get back to you”. It only took a whole month to get some kinda answer. Terrible and horrible customer service, thanks for NOTHING ! Never going back anyways.

My contractor ordered windows for a rehab project through Express kitchens. He paid extra for delivery of the windows. Due to the extra time to get the windows delivered when they finally came in around early July it was decided to cancel the delivery and he picked them up. He was told to just have me call to get the refund for the delivery which was $356.55. This is when the problems began. It took several phone calls just to reach someone to look into the refund. I finally spoke with "Scott" he told me he would look into it and call me back. I think he called me back once and then I would have to keep calling him. Each time was a different excuse the refund was sent to my contractor which was not true and then it was sent to my house also not true. Each time "Scott" needed to talk to someone else to get more information. I guess the plan was just to keep delaying me and not pay the refund which I assume was made by someone above Scott. I'm not going to bother taking them to small claims court as it's not worth my time. I will take the following actions, I I've told my contractor no windows are to be purchased from this business for future projects, as a franchise owner of Home Vestors I will warn and advise the other members of the CT counsel not to do business here. We combined renovate close to 100 homes a year. Finally I will also pass on my negative experience at the CT association of real estate members meeting. I would imagine the total loss of business combined will far exceed the $356.55. I hope the savings to Express kitchens was worth it.

I wouldn’t recommend Star Hardware’s window repair department based on my recent experience. I dropped off storm windows for repair over a month ago, and they told me they’d be done in a few days. Weeks went by with no call, so I followed up — only to find out they couldn’t locate my order because it had been buried under others. Mistakes happen, so I gave them the benefit of the doubt and let them continue. Another couple of weeks went by with no update, and when I called again, they said the order was finally ready. When I went to pick them up, the front desk staff (the woman I dealt with) wasn’t friendly and seemed annoyed by my questions. On top of that, the order still wasn’t fully done — they had to finish a plexiglass piece while I waited another 20 minutes. The repairs themselves were just okay. The glass was replaced, but it didn’t look like a clean, professional job. Overall, the process was disorganized, the customer service was poor, and the finished product was mediocre. There are definitely other places that take more pride in their work and communication.