They were to recieve lumber from another coompany. They were not at fault but did everything they could to help us out.

Bought a new house and they installed Simonton windows. 100% of the windows are defective and are leaking water inside my house with every rain damaging my drywalls, paint, baseboards, carpets etc. By installing defective units, they put me in a situation where they are only offering repairs, when I actually paid for new house/windows. They came and "reglazed" the windows and the issue is now even worse. I don't accept being their testing subject and perform unnecessary "repairs" on my windows anymore. read more

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Ordered porch boards and was told it would be a 1-3 week lead time. At 3 weeks, I called to find out where my product was. I was told it would be another 10 days before the stuff came in. 10 days later, I called to find out the status of my boards. Was told they weren't "on the truck" from the manufacturer, but that they'd come in on the truck the next week to be delivered the next day. A week later, on my delivery day, I called to find out when my delivery might arrive as I had received no call indicating a delivery window. Was told the stuff had not come in after all - again, no call to let me know this. I contacted the manufacturer directly, who told me my order had been delivered to Hines two days earlier. Called Hines and was told, yes, they did have my items and would deliver that day. Never came. I am now told it will be here this morning by 9:30 am. We'll see. Unacceptable situation. There was NEVER any outreach to me to let me know the status of my order. Messages were NEVER returned. I asked to speak to the manager, Pat, and was told he would call me. He NEVER called. I will never order anything from these people again. read more

Hines is the only company that has our size fire doors for our main entrance doors to our units in Highland Lakes condo's in Lombard because they were the original manufacturers that installed all the doors when this property was built in 1978-1979. They are very professional and efficient when installing our main entrance doors. They were also the cheapest price hands down. I definitely recommend them. read more

AWFUL customer service! as a small business owner, I try to patronize smaller businesses rather than the big box stores, but in this case I'd have to recommend going to Home Depot. They assured me that my lumber would be delivered on Wednesday when I had workers here. They never showed up, no phone call. Now I'm told it will arrive between 5-7pm on Thursday. I have now sent workers home TWICE! Will never buy here again. read more

There is something REALLY WRONG with this company. I have fought with them for months, they have promised to make good on faulty merchandise. I worked my way up to the president of the company, Mr. Doug Jones. The bottom line- they will NOT make good on theur wrongly delivered or missing merchandise, not without charging dearly for it. They stated in no uncertain terms that not only do I have to pay for all replacement items (like missing pot drawers, drawer fronts that dont fit, missing clips for cabinets, missing vinyl trim, and the cost for converting office cabinetry, mistakenly ordered by them with a SINK), I have to pay shipping on these parts ($200) and a CONSULTING fee for contacting their order department for them to spend their time making sure I have the right parts. I have this in writing, on an invoice! I have asked around, and spoken to their suppliers and found that they may be in trouble financially. They may not stay in business. Which is why they are squeezing their customers for every penny- I spent TENS OF THOUSANDS of dollars for rooms full of custom cabinetry, and this is the way they treat me, a good client! I need to find independent sourcing for their cabinetry, but I would warn someone- don't do business with this company- or you will be stuck like me, on the phone trying to source out cabinet parts they screwed up on delivery. They were cheaper than most, I saved money- and boy have I paid it on the back end!! And you are stuck, because their work is custom! Don't make my mistake!! read more

Left a message with their door rep asking for a callback to order doors for our home renovation. No return call. Went to the Hines (Wheaton) to talk to a store rep in person. The store reps acted as if they had better things to do than talk to you. Still I picked out two doors and was told I'd be contacted with quotes the following Monday. It's now Friday, four days later. No return call or email. This entire experience was awful. Going to Home Depot. read more

I have had nothing, but good experiences with Hines. If they don't have the product the go out of their way to get it to me ASAP.

We went to the Wheaton Showroom to look at exterior doors. None of the sales people there had any knowledge of the doors and we were told to go see Dave at the Warrenville location, which we did. We ordered 2 doors from him providing him with the description/manufacturer. The doors arrived after about 3 weeks. They were NOTHING at all like the doors we ordered that we saw in the showroom. Dave said the doors were stock doors and we could return them. We returned the doors. We have yet to get our money back because Dave had to go through people above him to get it authorized. Then we were told by a man Adaum the Wheaton Manager that we would have to pay for restocking fee because the doors were not stock item. Dave then contacted Adaums manager and supposedly authorized the refund and the check would be sent in a couple weeks. It has now been that was 7 weeks ago. We have been dealing with this HEADACHE for 3+ months. The money we are out is over $1000.00. read more

Ordered cabinets for there cabinet department ,told them what I needed and they Did the drawing. When I got the cabinets they where all beat up ,over 20 different dings or gauges. Then several cabinets were the wrong size or depth . They did the drawing! After many texts and phone calls I had to drive 2 hrs to pick up the correct cabinets Or so I thought . When igot to the pick up location the cabinets again were wrong ,this time the wrong Color. Ordered white and they sent dark mocha,not Even close. I am now 28 days since first picked cabinets ,still don't have the correct cabinets Was sent a text that they would arrive 2/9 by fed ex along with a tracking # When I made an attempt to track it said it did not exist. So I call my contact at Hines ,he text me back and gave me someone else's # So I called her only to find out the cabinet had still not been shipped. At this point I called the better business bureau and my lawyer. This company has serious quality control issues as well as customer service issues. Tried to make my experience 0 stars Please save yourself from this . read more