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 counter tops 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.
Received three doors from Home Depot, all in good condition, and I must emphasize, apparently good workmanship, at least from an aesthetic standpoint. I installed 2 of them as pocket doors and all was fine for about 2 years. The door was never opened or closed for 6 months, when I began hearing a "tinkling" noise in the wall, on and off, for a couple weeks (I thought it was a cricket trapped in the wall). Pulled door out one day afterward, and YIKES! The glass was shattered - all crackly like a windshield in a car accident. No obstruction or catching inside the wall (door moved perfectly smooth); nobody anywhere near that door for months (it was fine last time I looked).
Unfortunately, this occurred 2 years after the door was installed/purchased. There appeared to be an "origin" to this process emanating from the surrounding the frame. The remainder of the glass just shattered uniformly throughout, but fortunately, stayed in place. Big mystery to me is how did this happen??? Heck, here's a 300 dollar door that only lasted two years. Far as I can tell... this occurred spontaneously, and (for lack of any other explanation) probably related to the way the glass panel was installed - (maybe a stress point, heretofore not stressed enough to initiate the break)???
Whole point of this, is just to see if anybody else has had this problem. I'm (reluctantly) going to eat the cost of a replacement - and the hassle of finishing a new one - hopefully it'll match - this is one of a pair! But a neighbor with experience with glass doors and windows said it probably was due to stress created in installation of the door glass and the surrounding molding.... but, who knows? Question is: Has anybody else had this problem (this glass was the etched cube design)? FYI: Home Depot guys didn't want to be bothered with this issue - (bet if I had 42 double EE's and wearing Daisy Dukes, they'd a bent over backwards - but that's another issue).
This is Bobbi from Feather River Door Customer Service. We're sorry to hear about this and would like to assist in some resolution. Please contact us at email@example.com. We hope to hear from you.
TACOMA,, WASHINGTON -- Door was not assembled flush within the frame it was attached to. This is a prehung door that is junk. It is nice looking but whatever I do I cannot get it to seal because it is so skewed within the frame it was built. The company did send out a service person who could not figure out the problem but said it was installed properly which I already knew.
He contacted Feather River door and they sent me out a new wider seal to install where the original thinner seal was installed. Now it is so tight in areas that I have more light coming through the door and its frame on the top and side of the door. You need to look at this door very well before installation. You can see a lot of light (air) when the sun is directly on the door. Do yourself a favor and look real good if you decide on a Feather River door.
The door was installed in September 2008. I have been talking to them since early 2009. My last response from the company customer service manager (March 2010) was to call the installer to fix the problem. I will need to buy another door before I go through another winter.
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!!
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.
TRUSSVILLE, ALABAMA -- My contractor recommended the Feather River brand door. We chose the Chocolate Mahogany Woodgrain Home Depot SKU#0000-806-449, Slab Only. No frame as it was a replacement for our old wood door. My entry way gets lots of rain, and lots of sun from the West. The only surprise I had was Home Depot did not carry any of the doors in stock or any color samples. They only carried Masonite doors. Feather River was Special Order only. My contractor contacted Feather River and they sent samples to him. I did not like the looks nor finish of the Masonite doors compared to the fiberglass samples from Feather River.
After two weeks as promised the door arrived for pick up. I removed the door from the carton in the store and inspected it. The finish was truly amazing. It looks like real Mahogany. Heavy like a wood door. The contractor asked me to order it not pre drilled for entry handle or lock. It came pre milled for hinges. It also came with weather strip on the bottom of the door.
My contractor said he had installed Feather River doors before but this particular door was really striking and the finish amazed him. He did have to router for new hinges as he had suspected due to a long shot of matching up to the 18 year old wood door. The door has been up for a few months now and still appears to be excellent. We have had many compliments on the door and no one can believe it is fiberglass.
My warranty states "Lifetime". I am not sure why some people that has rated the doors indicate the warranty has changed to one year. If you have a paper in your possession, and receipt of purchase they can't change the warranty on you. Keep pressing if they try! I have had this experience with other products. Having my warranty paper that came with the unit and the sales receipt has made me a winner every time.
It is my opinion part of the issues we.... consumers have is not having a product installed and checked by a professional. Someone that is experienced as my installer was and someone that has a relationship with the seller, in my case Home Depot.
I believe if there is a problem going forward my contractor will be able to help me get it resolved as he has a personal relationship with the seller he buys a lot of remodeling material from on an annual basis and has personal relationships with the manager and store specialists. I would order another Feather River door for another entryway if I need one. I know folks typically only write a review if they have a problem but I like to do both, report bad and good experiences.
TACOMA, WASHINGTON -- My townhouse association bought 200 of the fiberglass doors and on almost every one the varnish coating on the outside surface began peeling off within 1 year, especially on doors exposed to the sun. If you follow the refinishing procedure as prescribed by the manufacturer, your door will never look good again. Also, we had several doors that had the glass blown out during a recent wind storm. If you are interested in low maintenance and security, do not buy this door.
This is Bobbi from Feather River Door Customer Service. I'm sorry to hear about your experience. Please contact us at firstname.lastname@example.org. We hope to hear from you.
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!
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.
QUINCY, ILLINOIS -- Purchased a custom set of Double Entry Feather River Doors painted Blue from Home Depot. Took 3 weeks to build (1 week of Custom BAKED ON BLUE PAINT PROCESS Extra $300.00). When I went to pick up doors I noticed several places where the original white paint on door was showing through, as well as where Home Depot had gently set it up against counter. And they really did set it gently I watched them. I told and pointed out the white showing through. Their answer "We will give you a discount on a matching touch-up paint". Ummmm No. I paid to have a custom paint job done by feather river.
So I told them I would like to have a new set or something. As we moved them off the counter, There was a dent/scrap in the door where it just barely was leaned against the counter! 1 Week baked on paint for $300.00. Ha Ha, so long story short, sent doors back.
Went to go pick up new doors yesterday. To realize Feather River used touch up paint on the doors and shipped them back to Home Depot/Me. Touch Up bottle was laying against the door in wrap and clearly had been opened and used! Couldn't even send me a new bottle. Not a bad thing except the dent where they leaned against counter prior pick up, was clearly visible and paint seemed not to match in that spot.
My biggest complaint about this Door company is that They hype up their paint process so much only to send me a touch-up bottle because apparently they don't even believe in their craftsmanship!!! Story will have a part 2 as I am waiting to hear back from Feather River.