Sticks & Stuff

I have a Marvin picture window that is getting cloudy. I expected it was still under warranty and contacted Sticks & Stuff, an authorized Marvin dealer. A representative from Sticks and Stuff came to my home and confirmed the cloudy condition. He said he would order a replacement window and he would install the new window at my cost. I agreed to pay the installation cost. When the new window arrived at Sticks and Stuff that same representative delivered the window to my home, but he didn't install it!! I have many times, repeatedly, called him and left a message to arrange installation, but he has not returned any of my many calls. I went to the Sticks and Stuff store and asked to arrange installation. They said they would get back to me, but I have received no response. I would rate Sticks & Stuff five stars for arranging the new window. But, one star because, after 5 months, I still have an uninstalled window.

I called sticks n stuff on a Friday to get an estimate on two windows that needed to be replaced in my home. I informed the individual I was talking to that I’m not very familiar with windows and only have notes of what my contractor gave me. The representative on the phone was completely rude to me, seemed very impatient and zero customer service skills. He did inform he that he’d keep my estimate with my name and quickly rushed off the phone. I called back about four days later. I couldn’t get ahold of anyone during their morning office hours and left a voicemail. Seven hours later, I got a call back. I believe I spoke with Tim this time and explained that I had an estimate and wanted order the windows today. He said he didn’t have my estimate. He asked who I spoke to and I couldn’t remember the name. He gave me an incredibly hard time about not remembering the name saying “well I don’t know what you want me to do here”. Rather than being polite and asking for the measurements again, he was also rude and impatient with me. I got off the phone and ordered my windows from Home Depot. Better prices and much better customer experience than I had at sticks n stuff. I rarely ever leave reviews, however, I was shocked of the terrible customer service (and I work in customer service) I had received from a company I had shopped at many times.

I avoid this place at all costs. I only go here when I’ve called or checked everywhere else locally and they have what I need and time is too tight to go to a box store 30 mins away, which I will do rather than go here. Once again, I called, “yes we have it”. I looked and couldn’t find it. At the counter I asked, “did you look down there?” said the man leaning on the counter, with what could best be described as surly disinterest. I’m amazed they stay in business. When I go there, I’m ignored, or treated condescendingly or on a good day I get rude service. Everyone here should go on a field trip to the local Ace. They get all the business I can give them and a shot at anything I’m looking for. The difference could not be more dramatic.