Where do I begin?
I was excited to find such a well put together website, product configurator, and customer support while deciding to buy my glass railing for my deck. Feeling confident about my decision to choose Glassandmirror.ca, and with an ETA for delivery boldly stated on their website as JULY 4 (15 days from the date of order) - I entered my payment information for an order for over $4,000CAD - this was JUNE 19. Shortly after, I was contacted to make sure the dimensions were correct, and I was ordering the correct product - the person on the call mentioned he was going to charge my card now and get my order right into production - great I though!
This is where things stopped being great.
After the phone call, I got an email updating my that my order had a new delivery date. Instead of being JULY 4, it is now stating 21 business days (which takes us to about JULY 20). This was completely unacceptable to me - I contacted them stating this was NOT okay, and I would need to cancel if that is in fact the delivery ETA.
The person I was speaking to said that due to COVID, things were a bit delayed... at first I was understanding to this... but WHY DID HE NOT MENTION THIS LARGE DELAY ON THE PHONE BEFORE CHARGING MY CARD? He assured me the order would likely be shipped by JULY 3 (and 2-3 days for shipment). VERY VERY worst case scenario, it would be shipped out the week of JULY 6. I agreed to continue at this point giving some leniency for COVID and the minor delays.
The period goes by, and on JULY 2, I still haven't hear anything from them. I contacted them asking about my order. He mentioned it was still in production, and once packed I would get an email.
JULY 8, still zero proactive communication about the status of my order... I contact them again. I let them know that I was getting frustrated with the lack of communication, and asked for another update and a new ETA (seeing how we are now past the VERY VERY worst case scenario).
I heard nothing back from them until JULY 15!!! At which point he said the WHOLE order should be ready to ship on JULY 17.
Once again, I hear NOTHING until I contact them on JULY 20 demanding an update. I am starting to contemplate charging my order back, as I don't know if I have been scammed. On JULY 21, I was responded to and they said that only 50% of the order was ready, and that they would transfer the rest on JULY 22.
Once again, no communication... I contact them on JULY 24 - he now says they are 60% done, and will have everything ready to next week (JULY 27) - the same day I was FINALLY given a tracking number saying the order will ship on MONDAY JULY 27.
Fast forward to JULY 28 - I am following along the tracking number online... it looks like it was picked up and at the shipping yard for the delivery company. I call Maritime Ontario to get an update since it should be delivering the next day.
The lady from MO was very nice - she said that something looks totally wrong here, and started calling around to see what was up with the shipment. No one could find it at either dock in Montreal or Brampton. On JULY 29, I was told that the order was still at the Glassandmirror Warehouse, and was never loaded onto the truck... WHY IS IT ME THAT HAS TO INVESTIGATE THIS? MO picked it up and delivered it to me by JULY 31.
FINALLY this is all over... or so I thought. I unpack the pallet or panels only to find there is ZERO MOUNTING HARDWARE... I had to contact Glassandmirror asking about this... and they let me know that they have been out of stock for a long time, and are waiting on a shipment from Vancouver... and don't have an ETA on when it will get here.
After everything I have been through, they can't even tell me that oh, by the way, we are still not sending your complete order.
So here I am with 8 glass panels, and no way to install them, and no ETA on when (if ever) I am getting my hardware. I demanded a partial refund, and was told I would be receiving 5% back to try and make things better - will update when this comes through.
I will be leaving this review at 1 star until I get my hardware, at which point I can review the product. I apologize for the length - but this has been a terrible experience.