We placed our order with ETO Doors on August 7th, after being told that it would take 3 weeks for the doors to ship to us. I contacted ETO on August 24th and was told that the doors would ship on August 29. When I had not received tracking information by August 31st I contacted ETO again and was told that they would not ship until September 7th. I called on September 7th to verify that they were shipping and was told that they were not going to ship until the 12th. They finally shipped the doors on the 14th. ETO did not contact me with any of the changes to the shipping date. When the doors finally arrived 3 of the 8 doors were damaged due to poor packaging when shipping. (The wood doors were placed directly on top of other doors with nothing to protect them from the screws in the weather stripping and a threshold was damaged beyond repair). I notified ETO within the 24 hours of delivery. I was sent a claims form which I immediately filled out and included the required photos. I have left multiple phone messages, and emails since then. After over a week of my phone calls not being returned I was finally referred to Leigh (the manager) on Friday, September 28th. Leigh told me that he would look into what was going on and would get back to me on Monday, October 1st. (Leigh assured me that he always returned phone calls the day that he received them even if that meant he had to stay late). I have not heard from him since even though I have left multiple phone messages and I have also emailed. I just got off the phone with ETO. I asked to speak with Tal (see ETO's response to one of the previous negative review - extension 41 is for the general receptionist and not Tal's) and was told that they just implemented a new customer service policy and the receptionist transferred me back to leave a message on their standard customer service line voice mail. Who knows if I will ever get the damaged doors replaced. I may have to dispute the charges with my credit card (if it is not too late). It seems that ETO gets good recommendations as long as there is no problem with your order. However if something goes wrong with your order do not expect service as they do not offer any!! Update: After I posted my review I was contacted by Tal (ETO's president) as well as by a few others in the company. They quickly rectified the situation and sent me out replacement doors immediately. The service I received once Tal got involved was excellent! The replacement doors were packaged well and arrived quickly and in excellent condition. I would have given them a 5 star review had they responded in this manner in the first place. I have adjusted my review from 1 star to 3 stars.
Originally called the LA location and requested a quote for a door. The guy who provided the quote was really helpful and friendly. But the shipping was higher than expected due to the door being shipped from CA to NY. So I noticed that the company had a location in NY. I called and requested a quote for the same door. Like the first time, I didn't have a model number and I don't speak the "door trade" language. I had dimensions and stated that it was a basic slab - solid wood. The NY guy seemed agitated that I was a novice door buyer - saying that he had 5,000 types of doors. So I further elaborated - dimensions, that it was a basic slab, no panels, solid wood, no pre-hung required, and that I was going to paint it, so the cheapest wood door of this kind. In literally 2 seconds he says it will be like $850 + $195 in shipping. I told him that I got a quote from their California for $176 + $195 shipping. Then he went back to the "I have 5,000 types of doors, I don't know what you want". The thing is, the LA guy asked me questions and located the door that I needed no problem. He wanted to help me. The NY guy didn't want to be bothered. So, five stars for the LA location and one star for the NY location. Come to find out, the NY location is just a show room and the door would need to come from LA anyway. In any case, the door including shipping from LA is still cheaper than buying locally in Brooklyn - by $200. Maybe the NY guy was having a bad day, but his lack of good customer service and a total misquote tarnishes the image of the company in general. To the LA guy - thanks for your help and great customer service!!
Having run the sales and marketing for several fortune 500 companies’, I also had customer service as part of my responsibility. In my experience, I found the core principle upon which a customer service system is built is the customer and relying solely on a Customer Relationship Management Program. Second, the acknowledgement and appreciation of the relationship is important by listening to the feedback, demands, and understanding of the nuances of the customer’s problem. Finally, it’s important to manage interactions and be available to the customer. It is for this reason, I am writing to let everyone know about Paula, Customer Service Specialist/Claims Representative at ETO. Paula has demonstrated all of these qualities in dealing with a recent installation problem I had with one of the three doors, in my new home. Paula has a positive attitude, attention to detail, follow up and communication skills that were focused on my needs by thoroughly understanding the problem. She then took the required action to solve my issue, and I should add this was accomplished within days. Her action will inevitably come back to ETO in an equally positive way now and in the future. When you put the right staff in place, you set the proper foundation for customer relations success. I recommend ETO for standing behind its product, warranty and its customer service program as Paula demonstrated.