The Sliding Door Company

The product is good however the customer service is abysmal.

I ordered a 4-door, sliding door system using the companies online ‘build your own doors’ feature. The dimensions were about 84″ x 124″ and we ordered a white frame with frosted glass. The projected completion time was 8-10 weeks, which I was told was normal. The doors were completed and ready at 8-weeks. I saved myself $600 by collecting them myself in my Subaru. Total cost for the doors was $3,200. Not cheap, but I was prepared to pay well for a quality product.
The doors were exactly as we ordered and they fit perfectly into the opening in our home separating our living room and dining room. Unfortunately, the doors did not come with any kind of handles / locking mechanism / door stop. So we have no way to keep each door in place securely beyond the weight of the doors holding them in place, which is not ideal. We wanted some way to lock the doors because we are using the dining room as a third bedroom. I made the mistake of assuming some kind of door-stop/brake mechanism would be included, like a latch. There was no step in the online ‘build your own doors’ feature to include a choice of hardware or mechanism for brakes/latches/locks, and at no point in the ordering process were we asked if we wanted any or had a preference for how to keep the doors in place.
As a result, we now have $3,200 worth of four sliding doors that cannot be secured in place. We’ve tried magnets. There’s no way to use a kick-down door stop without drilling into the frame and risking penetrating the glass. I contacted the company and they sent me out what was described as ‘wheel locks’. The small pieces of metal they sent out came with no instructions and would require drilling into the frame to install. Something I am not going to do to $3,200 sliding doors…
I’m extremely disappointed that for the price there was no safety measure in place to ensure a locking mechanism was addressed before construction. No attempt to compensate us for this. The only solution were some cheap pieces of metal without instructions that lock the doors permanently in place.
In addition to the lock/brake issue, the doors came with ‘frosted’ glass. The instructions said to wash them with warm water and detergent. They neglect to say that the frosting will come off very easily and will not stand the test of time. We had them for about two-weeks when I was spraying some OFF! on myself before going on a jog and some of the spray hit the doors. No problem right? But the Off! ate away at the frosted covering on the glass, which is just some kind of cheap paint. Now I have a spray mark on the doors were the Off! has melted the frosting off as well as no brakes. Great! I feel like a fool for spending this much money on a product that is riddled with flaws from a company that doesn’t seem to give a damn.
I would give the company 3 stars for the doors being the right size, but then subtract 3 stars for the lack of attention to detail when it comes to something as fundamental as a locking/braking mechanism, along with the shabby quality of the frosted glass (paint) and the lame apathetic attempt at trying to address the brake issue after we paid them so much money. We’re left with playing around with magnets and trying to figure out a way to lock the doors in place without drilling in to the frame. An extremely costly oversight. The company made no attempt to reimburse us beyond sending out the cheap metal ‘wheel locks’ that don’t work and have no instructions. They had an opportunity to address the issue and this was their response, so, 1 out of 5 stars is my rating. If you’re thinking of using this company make sure you address the locking mechanism before ordering and don’t bother getting the ‘frosted’ glass, you could just paint on something yourself and do a better job… The end product is not what I expected and the ordering procedure and my overall experience has been completely soured by very simple but incredibly important oversights and the poor follow-up.

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2 reviews on The Sliding Door Company

  1. I wish I could give negative stars.

    Similar to the other posts we have had a terrible experience with the Sliding Door Company. The product is good however the customer service is abysmal.

    The sales rep in this location doesn’t follow through, provides utterly incorrect timelines for product to ship and install. We finally scheduled an installation date but there was an issue with the partitions we order –the doors were installed but the partitions we paid for were not.

    The installer was going to check with Alex and have to come back once he had all the parts. However, Alex and Sliding Door Company charged our debit card on record for the final payment even though the job was not completed. It is now two months of trying to get them to come back out to finish the job.

  2. Great service, great people.

    I had good interactions with the dealer at the store, the doors came on the early side of the 10-12 week window I was given, and the installation was quick and easy. I will say that it was roughly twice what I expected to pay, but as other commenters pointed out you won’t necessarily find lower priced custom doors.

14th Street Northwest 2127
Washington 20009 DC US
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Reviews: 2
Reported Loss : 200 $
Severity of Scam : Extremely Low
Reported by : Anonymous
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