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Review fromDawn S
Date: 06/14/2025
1 starDawn S
Date: 06/14/2025
We ordered a “normal” sized cover. Actually 3 of them. When it asked if we wanted it with hinges of coarse we said yes. How else would you secure it without the hinges. When we received them they were a little too short. We wanted to exchange them for a custom size but they would not exchange them because we had the hinges added they considered them a “custom” cover. They wouldn’t work with us at all!! Very expensive lesson learned. I would not recommend this company!!!
Window Well Supply
Date: 06/24/2025
****, thank you for your review. We would like to clarify a few points regarding our products and your recent ************* secure a cover to the window well, a hinge is an optional accessory and is not required. Our website provides installation instructions for all products, which detail how to secure covers without a hinge. Additionally, documents on our window well cover listings guide customers in selecting the correct cover size based on their window well dimensions. Our return policy, also available on our website, states that any standard product becomes non-returnable once a cover accessory, such as a hinge or vents, is added, as it is then considered a custom product.When you contacted our office on June 3rd, 2025 you mentioned a gap behind your cover due to your windows being above grade. We promptly suggested our tool-less back panel as a solution. We explained that these panels would attach to the back of the covers and extend upwards to close the gap. You seemed receptive to this, and we informed you that we would email a measuring guide. We sent this guide on June 3rd, 2025, and had not received a response from you. Upon our follow-up, you indicated that you had found an alternative solution by hiring someone to build something on-site to cover the gap. Window Well Supply is committed to providing the best possible customer experience and working with our customers to find effective solutions. We regret that your experience did not meet expectations. Best regards,Window Well Supply Team
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