Terrible customer service. Wait times are insanely long. If you email them you don't get a response for weeks. And when you do, the pricing is ridiculous. Its like they could care less if they got your business, and they didn't.... Went to Artan Window Solutions instead.... Artan was extremely responsive and had reasonable pricing. read more

please do yourself a favor and don't buy from Bella. imagine calling up as a past customer and the company won't help. I literally lost everything in a fire. Bella found my order but refuses to assist me with an amount I paid fires can happen to anyone .... don't u want confidence in customer service? Bella is disgusting. I say karma. read more

I own a high-end condo that was built in 2009 with Pella windows. Three of the windows began to fail in 2022. The insulation was coming off one and the mechanism on the other two broke so that it was almost impossible to close once opened. I called Pella and they said that I could measure the windows and they would come out to repair or replace based on my measurements or I could pay their tech to come out and measure and diagnose. I opted to have their guy come out so there would be no confusion. Their guy came out and said I needed three new windows (for thousands of dollars). I agreed. A few weeks later a different tech came to install the three windows, but discovered that one of the windows they shipped was the wrong size. He then told me he could fix the window that the other guy had told me had to be replaced because it couldn't be repaired. Dishonest, but now I got 2 windows. Saving money right? Nope. They still charged me for 3 windows. I'ved called the Pella number and spoken to their 'customer service' 4 times and they always promise me someone will call me back. They never do. Rip off. Oh and one of the new windows now sticks when you try to close it and you need to use a knife to get it closed. read more

The absolute worst. Ordered a double casement window. Immediately on installation there was outside noise. Told the installer who told the office. A "consultant" examined it and said there was nothing wrong. What was wrong is that I used the WRONG window company. He suggested that I should trade up to a more expensive window at my expense. Numerous calls went unanswered. Called corporate and they said any problem was the responsibility of the direct seller. They manufactured a wrong size window and would not take responsibility. Very disreputable company. DO NOT BUY A PELLA WINDOW. read more

Lock broke on our 8' x 8' Pella patio door that we inherited when we bought our home. They had our door on file and sent us a new part without question. Door works great, very happy with their customer service. We will need to order a screen soon! - JP and Reshma read more

Pella Windows & Doors - West Caldwell, New Jersey

WORST BUSINESS TO DEAL WITH EVER! I ordered 5 windows and a sliding door on 6/18/18. The salesman told me that the installation could take place the following week. He never gave me a contract. I got billed for the windows before they were ever installed. When I called the sales department, the man started yelling at me. I told him I wanted to cancel the contract and he told me that I couldn't. My biggest mistake was letting them into my house after that. The windows were measured for by 3 different people on 3 different occasions - each one apparently getting a different measurement. When they finally came to install the windows and door, the windows they ordered were the wrong size. They left and had to reschedule installation. After finally installing the windows and the door in September, my door was over an inch crooked. They were scheduled to come fix it and they just didn't show up. At this point, I'm dealing with "Mike" from installation and he was so rude to me. Never apologized for all the errors or the no shows. The installers came back in October and reinstalled the sliding door. Now it doesn't shut properly. The installer manager and sales people at the Caldwell NJ Pella location are rude and give horrible customer service. Now no one is answering the phones there and my door is not installed properly and I actually think it is damaged. I have had to pay on my installment loan with Green Sky b/c it was a separate financing company, however, my product is still not installed and unsatisfactory over 5 months later. I went with Pella b/c I expected quality and performance. I am so disappointed I just don't even know what to do. I highly recommend you learn from my mistakes and shop around. read more

This place is honestly the worst I've ever dealt with. They neglected to tell me that they had only a 4 day cancellation policy yet they wouldn't install until 2 months from the contract! Pleaded with them to try to cancel a week after signing the contract and they said there was nothing they could do and that the Windows were "already in production" come on after a week and they can't install for 2 months?! Just ridiculous. read more

This is a living nightmare! I have tried to schedule a repair for a Pella door and two windows FOR TWO MONTHS NOW! Today I received a bill for $7.95 (for what I have no clue). I cannot get a call back, returned email or an appointment for repair. Pella has left me with a door that does not lock and therefore a major security breach to me home. I was planning on updating and replacing the older windows in my home ( approximately 25 windows). My review is: "CAN YOU SAY HELLO ANDERSON WINDOWS!" read more

the work and product was great but to get a bill with no explanation a year later after the original invoice was closed out is unacceptable. Been trying to reach their accounting department at the west caldwell nj location for months and no return calls. NOTHING just radio silence. they were quick to return calls when they were selling to us though!!!! read more

I worked for myself and I work for a builder now. Worse windows to deal with. The double hungs on a brand new house we built are the worse. Screens are really difficult to install. Windows don't slide that well. The shades between glass limit your view . The 8' slider warped after a few months. They say it's the installation. NOT. hate them . We don't recommend them to any more of our customers. If they want them . It's on them read more

A big shout out to Eric in scheduling and to Sherwin and Kerwin who delivered our sliding glass door right on time at 8am. They went the extra distance to help two senior citizens get their door stored in the garage. Pella''s quality and service keeps bringing us back after 40 years. This time around it was Helen who adeptly navigated us through our myriad of choices. We're very happy with our selection and the exceptional service provided, especially under these trying Covid conditions. read more

I have experienced very poor customer service- my phone calls routinely go to voice mail and no one returns my calls. I have asked to speak to a manger and after being put on hold for 20 minutes was told he was busy. I am going to use another Pella supplier read more

My salesman Tom arrived at my home with a window sample which was exactly the type of window to match other windows in my older home. Then as we were discussing the contract tom brought in the sample again to confirm the correct style of window. Unfortunately after signing the contract for a $17000 job the windows installed were nothing like the sample. In addition I ordered a front door which was incorrectly manufactured for a left handle. I am still waiting for the replacement to be installed. After complaining about the windows i was told that they would be able to correct the windows to match for an additional $7000. Since I signed the contract I have no recourse at this time. read more

In 2009 I had bought a Pella "designer series" sliding door from a Pella store/showroom (this location formally in Nanuet, NY has now closed). To make certain nothing went wrong I had Pella do the installation of the door. I am now on my 3rd moving panel (the panel you slide to open and close the door) for that door and this one needs replacing as well. All 3 panels failed in the exact same way, they warped and allowed air to come in, lots of air. So, here we are at the end of 2017 and I need yet another panel, that comes out to a major repair about once every 2 1/2 years. It seems in order to get warranty work performed I have to pay Pella about $200 for their service call. Nice, their product is defective and I have to pay them for service. In case you're wondering, yes panels 1 and 3 were painted as required by Pella, As a matter of fact the painting was from Pella as well. I didn't have time to get number 2 painted before it warped. So now I'll wait for another panel, wonder how long this one will last?? read more

Spent $2,800 on a front door from these crooks. Within 5 years it started having issues. The Paramus location is the sales office and West Caldwell location is the repair office. Both are 100% incompetent. Spent the last 3 months trying to arrange for a warranty repair since the door is supposed to be warranted for 10 years. After waiting over a month for a callback, I called and demanded to speak to a manager. The manager called back and apologized and said that I'd receive my parts in a week or so. Another month passed and I did not receive anything. I then visited the Paramus office demanding to speak to the owner/manager. Of course, he wasn't there. I called Pella customer service and told them what I've been going through. They had a manager (Tom) call me. He explained that due to a number of errors on their part, the part was just sitting in their warehouse for the last month. He was not apologetic and made zero attempt at making things right. He claims that I'll have it within the next few days but I really doubt it. These guys are crooks and don't care about their customers. Do not buy anything from them read more