VERMONT -- First of all let me say that I'm not a dumb person. I know the deal. Home Depot sells cheap junk, beats up their vendors on price, forces the vendor to produce said cheap junk, and passes it off as quality goods. I understand the game, thought maybe I could beat it just once and lost. I can handle that... What I can't handle is being told that the garbage they're selling is of a high quality.
I bought a Feather River entry door with two sidelights 11/30/15. Installed it 11/1/15. Nice looking door. After I installed it, I realized the decorative metal was loose inside the glass panel on the door and rattled when I open and shut the door, tapped on the glass, or a truck drove by. Called the depot and eventually dealt with their "Expeditor," who when I first spoke with him, made it sound like an open and shut case.
"The metal was loose, I'll get you a new panel," he said. He called me back about ten minutes later after having spoke with a representative at Feather River feeding me the company line about "hand-crafted" materials. Feather River apparently told him that, "due to the hand-craftmanship that goes into each glass panel, some metal is loose within the panel and some is tight.
Let me stop for a second and say that this expeditor would have had me believe that these metal pieces were hand-forged by the local blacksmith in Amish country, conjuring up images of glowing orange and a man with a dirty face, a beard and a big hammer. But I digress. I questioned his use of the word "craftsmanship," moved on and called Feather River.
The Feather River representative was instantly combative, telling me when I asked to speak to the same Rep the depot spoke to, "She's not here, you got me." I explained the issue to her. At first she tried to reason with me. I told her that the side panels don't rattle when I tap on the glass, only the panel in the door rattles. She said that's because the side panels are smaller. I told her that, actually they are bigger. Her response: "Well, it's not a warranty issue regardless." The company line is that, "Due to the need to allow space for expansion and contraction, some panels are loose and some are tight."
I told her I think someone just forgot the glue. She told me I was being sarcastic. I assured her that I was not. Now this is where I get really aggravated. I said, "Forget the warranty issue, I want to buy a new panel that doesn't rattle. I don't care about the money." After she explained that the depot is their only customer and they can't sell directly to me (gee, I wonder why that is), I asked if they would sell a new glass panel to the depot for me. They would but they can't guarantee that it won't rattle.
"Some rattle and some don't" she said. "Can the depot ask you, before you send it, to have someone tap on the glass and check to see if the metal is loose in there? If it's loose, choose another one. When you find one that's tight, put it in a box and bring it to the post office, and label it Home Depot, Williston, Vermont." Her answer: "No." Unbelievable.
As a small business owner in the trades, I'm thinking of switching my model from one of quality workmanship and great customer service to the Home Depot/Feather River model: Peddle bad quality, tell my customers it's high quality. Develop some BS company line to neutralize their valid complaints. Cash their checks and move on to the next... Higher tax bracket, here I come!
FEDERAL WAY, WASHINGTON -- We purchased an Elegant Mahogany Woodgrain Entry Door - fiberglass dual-panel front door - from Feather River in 2011. The finish is now peeling off the front - see photos attached. I emailed photos to Feather River a week ago with no response. I called Feather River this morning and was told their warranty only covers the 'finish' for two years. The company representative was very cheery when I spoke with her - telling me she would gladly send me the refinishing instructions - which she did (very prompt to send that, just not to respond to an emailed complaint.)
Their solution is for us to strip the door and restain and refinish. Like THAT will ever match the other door panel right next to it... We'd have to do both. A $2000 front door finish should not start peeling away in five years... Wood doors yes, like wood decks, refinishing is needed. But we bought a fiberglass door so that we wouldn't have the hassle of wood. I asked the 'very cheery' Feather River representative what is covered under the 25 year part of their 'limited' lifetime warranty (lifetime no... none of their time limits states lifetime).
She said that if the pieces of the door start peeling away from each other... front metal from fiberglass core was what she gave as an example... then the 'LIMITED' lifetime (translation: 25 years) would take effect. We will never ever buy a Feather River fiberglass door thinking it'll last a lifetime. Nope. Only a very 'limited' less than 5 years in our case. And from what I've read here some of you are experiencing less than that. Wow. Money not well spent on Feather River.
FEDERAL WAY, WASHINGTON -- Only after a few months after the (lifetime??) warranty ran out, I was shocked to see how badly the door frame rotted. I have all replaced all my other doors with Anderson products but took a chance Feather River because I liked the look and the (lifetime??) warranty. Anderson's lifetime warranty is just that... lifetime. We'll see about Feather River. That door frame should have NOT rotted in 10 years!!
VOORHEES, NEW JERSEY -- Ordered Doors (Double Entry) in September 2015. Doors finally came in end of November 2015... or so I was led to believe. Home Depot installer set up an install date. Took off from work. Installer called to tell me the doors were not in. Waited to set up another date. Took off from work. Installer came and installed the doors. There was something wrong as the door did not sit flush on the bottom. He said it looked to be warped. Had representative from Feather River come out and he agreed the door was warped and they would send in a replacement.
Weeks later, replacement came and a Feather River Contractor (not Home Depot) came to install. Guy was rude and unprofessional. After he was done the same problem existed (exactly the same). He claims that it was the fault of the opening of my house and the original installation of the jam. Had a Feather River Rep come out along with Home Depot Regional Manager. Measurements were taken and in fact, the door was warped. Ordered another door.
In the meantime, we are going through a VERY cold winter. I can hear the wind coming through the doors. We stuffed towels into the leaks wherever possible to keep the cold out and the "expansive" warm air in. Again weeks later the new door arrives and is installed. Looks good, but the bottom plate, which is adjustable is not meeting the door. The plate is taken off and it is discovered that the adjusting screws are stripped. Need to order a new plate.
Weeks later it comes in and is installed. So where are we??? Ordered doors in September, and finally have the (hopefully) properly installed almost 9 MONTHS LATER. For all the aggravation, time off from work, loss of heat... Feather River would make NO concessions to me. HORRIBLE COMPANY!!! DO NOT BUY FROM THIS COMPANY!!!
Finish does not last! The door looked good when it was installed, and it still does, EXCEPT the jams and frame are horrible. When you purchase the entry door and sidelights, they do not tell you that a coat of polyurethane must be applied annually. This I did. The frame and the door jams (members between the door and sidelights) do not come pre-finished. The members have a coating of some kind that you must finish with a Minwax finish to give it some grain effect. My entryway is about four years old and last year the jams and frame started to peel and crack. It looks terrible...
It took Home Depot almost six months to tell me Feather River says their warranty is only good for TWO years. Imagine that. You spend thousands of dollars on a product and the manufacturer does not expect the finish to last longer than two years. I asked Home Depot for a Feather River representative to come and advise me what can be done and a Home Depot manager left a message telling me to sand and paint the parts.
GEORGIA -- I have to confess that I took the coward's way out and went with a big vendor, Home Depot, that sells the Feather River Doors. Even though they are kind of limited on choices, I figured that they would be trustworthy. We had our countertops done in granite and all went smoothly. Well, let's just say that this has been quite an experience.
We ordered the pantry doors almost three months ago, in the first week of October, hoping to have them ready by Thanksgiving. We made sure to have a Home Depot installer come and measure it first. The first time the doors came, the size was wrong. Thank goodness the installer realized it when he went to pick them up. Hey things happen, we gave them the benefit of the doubt.
Waited for weeks again. Meanwhile all my pantry stuff is on the floor because my hubby decided to paint the inside of the pantry and make it glow. After all, how much longer could it possibly take? Thanksgiving came and went. Now it's December 24th. The doors finally came. As the installation was almost done we decided to see how it was going and saw that there were dents on the left one! When we pointed it out to the HD installer he says "yes, I noticed it when I picked it up."
So he sends a photo to the Home Depot associate, which by the way has been with us throughout the whole ordeal and has been very kind. The associate says that they now have to do a claim. There would be more waiting. By now we had lost faith and I decided to contact Feather River Doors directly. They have a chat service.
When I explained what happened they said, "Sorry about sending wrong size however it is now Home Depot's problem. They have 24 hours to tell us if there is anything wrong." She cheerfully gives me a warranty phone number for me to call and pretty much sent me on my way. I wonder why the quote "Up the river without a paddle" came to my mind? What holidays we have had. And all for choosing the "safe way!" Oy vey. Again, buyer beware. I will keep you up to date to see what happens next with our purchase, which by the way we have already paid.
Update: A reader pointed out that the hole that door came with are not appropriate for an inside door, as they don't need to be locked, they come with a latch on top, they just need "dummy knobs." Sure enough the lock we were told to buy does not fit this door. Could it be that these doors were used before? Will keep you posted. Let's see what 2015 brings. 1/19/2015 Still waiting for new doors.
TACOMA, WASHINGTON -- I purchased 3 doors from Home Depot, two of which are Feather River and a storm door from a different vendor. The storm door arrived at the store on the due date and I was under the impression that the 2 entry doors would be in on their due date. Boy was I ever wrong!
It is now 2 weeks past the date that the doors were to be installed, not shipped to the store. In this time, the entry doors have been delayed over and over. 13 days ago, I went into Home Depot and had the millwork call to get a status update, which he was told by the mill that they would be shipping in 5 days, arriving at the store 3 days later. That date came and went, the doors never shipped. It was then moved back to today for shipping, and they were again postponed.
The funny thing about my experience, until I got a manager at Home Depot involved, one party was blaming the other. I do believe the manager at Home Depot is now doing the right thing, when will Feather River take accountability for their complete inept process and do the right thing. I will not cancel my order now, because I am not going to pay the restocking fee, nor do I want to come crawling back to that one other competitor that I told no because of price and lead time.
I will tell everyone this, if you want a good door for a good price, go ahead and proceed with the order from Home Depot, but give yourself an extra 4-8 weeks from the promised date. Not to mention, shouldn't Feather River pay my gas bill this winter since I ordered doors to be in place before the cold hit? Yes, but I doubt they'll even care, because that seems to be the attitude they've taken in regards to getting my doors out of the plant.
TACOMA, WASHINGTON -- I purchased Feather River Exterior Doors through Home Depot in BenSalem, PA based on the recommendation of the sales person in May 2011. Since I was having a great deal of renovations done on my home at the time rather than pay Home Depot to install them I had my contractor do the installation.
When he unwrapped the doors that were delivered he noticed that the brick molding on one side was broken. Then he noticed that the doors were scratched and the finish was not even. But at this point they had already removed the existing doors so we had no alternative but to install them.
I contacted Home Depot and Feather River and sent in pictures. They offered to credit me 10% or replace the slabs. I unfortunately chose to have them replaced. The replacement was done by Home Depot, I thought, but now I am told that it was done by a company that handles the warranty inspections UTS. I noticed that my doors wouldn't stay locked and thinking nothing of it I adjusted the keeper on the lock and got it to stay locked. This was my second error. Because I kept looking and I could see the outside between my doors and they never seemed fully closed.
After suffering through this horrible winter and feeling the air just flowing in from the outside I put a request into the Customer Service Department to have someone check the doors. A representative from UTS came out and told us that the installation was out by 1/4" on the side of the stationary door and there was a bump in the threshold of the operating door which is why my sweepers kept having to be replaced. And he also said the operating door was bowed by 1/8".
Feather River now says that there is an installation problem so the warranty on the doors is voided. When I asked why the person that installed the new slabs, by the way he dropped the operating door during the installation, I was told he was there to install them not inspect them.
I have now hired an independent contractor to inspect the doors and correct them if needed. I am also going to post this on every blog site I can to warn other unsuspecting consumers of this shoddy product. It looks good but is not good quality.
SEATTLE, WASHINGTON -- Feather River doors have different thresholds. If you purchase stock doors at Home Depot to install, the thresholds can be entirely different. Feather River Warranty, chocolates, pineapple, etc staff will immediately revoke your warranty upon hearing that you were smart enough to install doors yourself. Additionally Feather River couldn't care less that you have mismatched thresholds. That's not high on Feather River Management priority lists.
Additionally and rather disturbing is that throughout the buying process at Home Depot, you're pressured to believe you're too stupid of a consumer to install your own double doors, like its rocket science, Chemistry Class 587 or Nuclear Physics performed at White Springs, NM. Installers and measuring staff sent out from Home Depot as private contractors are ready to tell you, "This is impossible, you need professional installation, and we can provide for a (very expensive) fee."
Finally, Feather River drives the train of Home Depot employees, measuring gurus and installers to encourage Consumers purchase the incredibly expensive "Special Order" doors directly from their manufacturing plant. The ultimate con job and qualifies for a special RICO award from the U.S. Justice Department, U.S. Attorney and Consumer Affairs Advocates.
This door manufacturing partner of Home Depot is a profit-oriented snake in sheep's clothing, ready to sap as much money out of your pocket as possible. Finally they will promise you a warranty you never see prior to, during or after purchase, unless you go on the internet, and that warranty has so many reasons for voiding its contents, you feel (figuratively speaking) you have been 100% perforated by buckshot to the face and torso from a 12-Gage shotgun blast, leaving you stunned and gasping for air.
FEDERAL WAY, NEW YORK -- Not Happy with Feather River Door. I have a $3,000.00 door with 2 sidelights. The frame was rotting so I went to Home Depot to order the parts. I was told I couldn't order parts because it's only done under warranty. I contacted your company and you sent someone to look at the door and cracked glass in the sidelight. A couple of weeks later I received a call from Home Depot telling me my glass and frame came in. I happily went to pick up the glass and frame only to discover the only thing there was the glass.
Thinking this was a mistake I called your warranty department and was told my warranty was voided because I didn't caulk the door or paint the inside. Since this was a factory assembled door if the frame is supposed to be caulked to the sill I think it should have been done as part of the assembly but all I want is to fix my door so I said "if you've voided my warranty then sell me the parts" but I was told they don't do that.
So I asked why they sent the glass and was told it was a courtesy. I said "what good is the glass if I can't fix the frame" and was told if I didn't want or couldn't use the glass I should just throw it out but really what they're saying is I have to throw out the $3,000.00 door because your company is unwilling to either sell me the damaged pieces of the frame or give them to me under warranty. This is very unfair.