Reviews

Review Details

• Review fromE. C.

  Date: 02/25/2025

  1 star

  E. C.

  Date: 02/25/2025

  We had an extremely disappointing experience with Atkinson's Mirror and Glass regarding a custom outswing window order. From the beginning, we were presented with a detailed sketch of the window's design, which gave us confidence to proceed with what ended up being a very costly custom order. However, when the window arrived, it was shockingly different from the original design we had been *********** became evident that the company has limited experience handling custom high-end orders. While they may adequately manage straightforward, off-the-shelf items, they are not equipped to fulfill more complex or tailored requests. Even several of our builders who examined the window acknowledged the significant discrepancies between the provided drawing and the actual product, confirming our concerns about their lack of *************** an effort to turn this into a learning opportunity for them and future customers, we even offered to sell the window back to them at half price so they could use it as a showroom exampleallowing others to see firsthand what their "custom" work actually looks like. Instead of taking this constructive approach, they only offered a pathetic 5% discount, showing a complete disregard for accountability and customer satisfaction.We cannot recommend ********** for anyone seeking custom, high-end work. If your project requires anything beyond the most basic, off-the-shelf items, proceed with extreme caution.
  

  Atkinson's Mirror & Glass

  Date: 03/03/2025

  You, your spouse, and your builder had multiple meetings with our staff in our showroom to explore various options and see the product firsthand.
  
  We provided your builder with detailed quotes outlining each product's specifics and showed you our full display in the showroom multiple times. We clarified that you would receive the same product, but on a smaller scale to fit your desired opening. The rails and hardware would remain the same as those displayed, with the glass size reduced to accommodate the smaller opening. Throughout this process, we maintained full transparency with you and your builder. Additionally, we met with your builder in our office to confirm all dimensions and ensure the correct product was ordered. We also provided drawings to guide your builder in framing the opening and fabricating the countertop sill to account for the recessed sill of the window system.
  
  After we installed the window system, your builder informed us that you were not satisfied with the product. He inquired about the possibility of a return, but since this was a custom-sized opening, much smaller than what is typically used for a pass-thru window, the manufacturer does not allow returns for such products.
  
  For nearly 75 years, we have been furnishing and installing custom, high-end products on a daily basis. Throughout this process, we provided all the necessary CAD drawings, elevation drawings, sectional views,brochures with photos, and even showcased full displays in person at our showroom to ensure you had all the information needed and the product you wanted.  Were unsure if there was any miscommunication between you and your builder, but we believe we were transparent throughout the entire process. That said, we understand that you're unhappy with the outcome. Were open to discussing this further and would be happy to have your builder reach out to his salesperson to discuss in more detail.

  E. C.

  Date: 03/05/2025

  Atkinsons Mirror and Glass,Your response fails to address the core issue: We were provided with a detailed drawing of the window that looked nothing like what was ultimately manufactured. If your company is as experienced in custom windows as you claim, why was there such a glaring discrepancy between the promised design and the final product? And more importantly, why did you refuse to work with us from the start to rectify the issue?We have both the original drawing and photographic evidence of the installed window, and the difference speaks for itself. Several experienced builders who reviewed the final product confirmed our concernsthe window was not made as designed, and your company showed a lack of transparency throughout the process.Instead of acknowledging the mistake and taking meaningful steps to address it, you offered a mere 5% discountan insult considering the scale of the issue. Our offer to sell the window back at half price was a genuine attempt to turn this into a learning opportunity, yet you refused to engage constructively. That response speaks volumes about your approach to customer ********************** and accountability.If you want to rectify this situation or discuss it further, we are more than happy to do so. Our builder is no longer responsible for this, and he has already tried to communicate with you about this situation.
  

  Atkinson's Mirror & Glass

  Date: 03/10/2025

  Hi *****,
  

  Thank you for your response. At the beginning of this process back in May of 2024, we provided your builder with a quote and drawings for a folding window system, with both the interior and exterior colors in white. Later, you and your builder decided to change the colors to black. We informed you that the manufacturer only produces a black-colored folding window system in the 3750 series, which has a wider rail style compared to the 2750 series. We provided your builder with quotes and drawings for both series to ensure clarity. Its possible that the drawing you're reviewing is for the white-colored system (2750 series), not the black-colored one (3750 series).

  Upon final selection, we showcased the 3750 series in our showroom, emphasizing that, due to the size you desired being much smaller than the display model, the visible glass area would be significantly smaller due to the wider rails remaining the same.

  Following the installation of the 3750 series system that you selected, your builder notified us that you were not satisfied with the product and were seeking something with more visible glass. However, at that time, no mention was made of the product not matching a drawing you were expecting it to match. The review you posted online is the first we are hearing about this concern.

  If your main concern is that the drawing you are comparing does not match the installed product, we would be more than happy to review the drawings in question to better understand the issue. At the time of the order, we provided your builder with a rough opening drawing from the manufacturers software. The drawing indicated a scaled size of 107 9/16" x 95 1/2", while the actual rough opening is 59 1/2" x 59 1/2" (as the manufacturer does not offer drawings for custom-sized openings to scale). We printed this drawing for your builder, making it clear that it was intended solely for rough opening purposes. The drawing provided with the quote is where the product is depicted to scale. Its possible your builder gave you these rough opening drawings, which could be leading to confusion on both ends 

  Would it be possible for you to email us the drawings you are referring to? This will help us ensure we're on the same page and address your concerns more effectively. Please send them to: ************************************************************.  In the subject line, please reference "drawings for ******** ********".  Additionally, please provide your phone number in the email for further communication that may be needed outside of email.  Looking forward to your email.  Thank you.