Not to heap on you but did you sign off on the order? Didn't they product drawings for you to approve? Where was the architect and or GC in all of this? I would blam HD much more than Andersen as they built what HD ordered from the sounds of it. Personally I would only but something from any box stire that I can pick up from the shelf and walk out the door with.

Home Depot said his computer could not put in the ' Special order' items. They had to be entered by Andersen. I realize the Home Depot guy was probably not capable of the task, but Home Depot is The only local dealer of Andersen. If Andersen isn't going to offer customer support to customers of Home Depot, they need to pull out! This was 50k of Windows and doors. Enough to at least get a customer service rep to try to help.

Millworkman is correct. This is a Home Depot issue, not an Andersen issue. Buying custom windows through a big box store is a recipe for disaster. If you decide to go that route, be prepared for screw-ups. It’s easy to take shots at Andersen, but in this case you should be warning people about Home Depot instead.

Ok, so you are saying that because I wanted Anderson Windows and Home Depot is THE ONLY distributor in our area, I should have what? I assume Andersen is confident in there distributor or they wouldn't use them....this just doesn't make sense to me.

Andersen didn't state that they couldn't handle orders from a ' big box store' and believe me there was no discount involved. They indicate that the Home Depot is the only distributor in our area.

Who said anything about discounts? I don’t know how to say this any simpler. Home Depot screwed the order up and Andersen just made what was ordered by Home Depot. Home Depot owns this mistake and should make it right. Andersen has nothing to do with the error.

Ok, but when I called Andersen asking for help to correct the problem, don't you think they could have attempted to help ?

How do you buy these windows from Andersens recommended dealer and not get any customer service from them? Really think about it, buy a new car you expect the maker to take care of you, buy appliances, you expect the maker to take care if it. Andersen should at least attempt to help correct the situation. Who

I just think everyone should consider this prior to purchase from any Andersen recommended dealer.

By the way , if you know someone at Andersen , who might be willing to help us out, I'd love to hear from them.

There should be a rep from Andersen that handles the Home Depot store in your area. Home Depot should have that persons number.

"I just think everyone should consider this prior to purchase from any Andersen recommended dealer."

I agree with this, particularly if the dealer is a big box store. Andersen makes a lot of money through this distribution channel, but purchasing through them is a bad idea.

Have you tried to get Home Depot to accept responsibility for this yet? What did they tell you?

I am still stumped that you did not have to review and sign the quote for a special order custom Andersen job. All the info (including incorrect info) would have been on this and reviewed prior to signing?Again, just tryign to figure out the steps to help us help you, not bash you. If they produced nothing with every bit of info and details for you to sign there is your ammunition. If you signed it assuming they were correct then you may have a tougher time.

Ultra, Home Depot saleman is calling Andersen to try to take care of it. Lead time and production is six weeks. We have been at this for four months, with them trying to get it right. I just think this may not be Home Depot's expertise, and I wanted Andersen to step up and help get it right.

Millworker, we sat with the contractor sales person, went over over the house plans room by room. We went back and did this three times. He took the plan and entered everything in the computer. Assured us they were correct, gave us framing dimensions. I questioned about the special order items , because he had just a size without discription on the front door. He said his computer program couldn't do special order, Andersen had all the info. He had size and specifics plus a photo of the door. What we recieved was a plain glass patio door with to clear side lights. The invoice just had an add on line for special order 11k$. We are still waiting on the replacement.

It's Home Depot's JOB to measure correctly! As consumers, you can't expect us to know the micron details!!!!! That's why we HIRE PEOPLE!

I just bought Pella through Lowes. The Lowes guy measured and then the contractor came out and measured again. I have no idea what size they ordered, because it's not my job to know this. Some of you are ridiculous with your "what did the contract say".... give me a break.

OK, again I am just trying to get as much info as I can to try and offer suggestions on how to approach it. It certainly sounds like HD dropped the bal with an inexperienced sales person. Again not trying to blame you but it sounds like you took his word that the order was correct which may make it a bit tougher to slam down there throat. You're fortunate that HD from what I have heard is usually pretty good from wanting to satisfy customers (even to the point of forcing mfrs to take back their mistakes). Unfortunately while they may eventually m ake things rigth with the product you still have to deal with months of hassles. All of which leads me back to the point I tried to make in my earlier posts, that box stores are good for off the shelf stock items, custom special order millwork, not so much............

Home Depot is trying to make this right. I'm not sure if Andersen is exchanging or if Home Depot is covering it. My complaint was in the lack of interest and the refusal of Andersen to try to help get the order correct. I felt they should have offered better customer service . And FeatherBee, we know exactly what we needed, but we couldn't order directly from Andersen, we had to go through their local dealer, hence the problem. Mark it down to lessons learned!

I’m glad to hear that Home Depot is stepping up, since they are the ones who dropped the ball. Complicated orders and computer ordering software is beyond the average homeowner, and it’s hard to know exactly what you’re signing when you make the purchase. In this case, the HD salesperson entered the wrong leg height I believe. In any event, it sounds like you’re on the road to getting things corrected and that’s great. Best wishes from here out!

I feel this way about all window orders period. We have to be careful. It is such an unfortunate problem and issue. I hope someone gets clarity across the board one day.. such a too common issue. Nuts!

I'd have to agree with the other pros, this is Home Depot's issue, not Andersen's. @Judy, you used the analogy of purchasing a vehicle. I believe a more appropriate version of that analogy would be telling the Ford dealer that you want a black truck, but they mistakenly order Red. What could/should the manufacturer do about that? How are they responsible? If this was a warranty issue or something then sure, manufacturer reps should step up, but being an ordering issue, this falls on the party placing the order. I would also have to reinforce the other sentiments that this is not an uncommon occurrence due to the qualifications of those working at these box stores (or lack thereof), and furthermore, while you may or may not have had any ability to know that this was going to come incorrectly in this case, you as a consumer take on some responsibility for these types of situations when you are placing the order. Let's be real here, the only reason for a homeowner that is not an installer to place the order for their own windows is because they are trying to save a little money by not having the contractor or builder do it. You are essentially injecting yourself into the GC conversation. That is strike two, strike one was ordering from a box store. Lesson learned. Next time, let your contractor or builder order the product. Its cheap insurance at the end of the day. Also, if you can't find the product that you like from a competent source, then pick a different product. Sorry for being frank, but this is everyday stuff. You aren't the first and certainly won't be the last.

Have you considered replacing the center unit with a simple square shape? That would correct the funky look, preserve glass area, and save the cost of making the side windows smaller to follow the curve... I have to agree with the others as well. Sounds 100% like an ordering issue, not a manufacturing issue. I don't see anything that Andersen did wrong besides selling product through big orange.