Fenesta — Incorrect Dimension Delivered (Complaint#397044)


The below is regarding active Complaint#397044 currently being handled by the senior management team at Fenesta. I am forced to write here as there has been no update on the matter since escalation.

I had placed an order for a sliding door for my kitchen utility with Fenesta on 1-Dec-2023. Site Survey was completed on 7-Dec-2022. Product was finally delivered to me on 4-Feb-2023 after repeated follow ups via complaint number 392216. When the product was delivered, the dimensions were not matching with the dimensions shared with me on 1-Dec-2022 via the quotation. No communication was made to me stating the actual site dimensions on 7-Dec-2022. I have been following up repeatedly since 4-Feb-2023 and Fenesta executive is suggesting to install the product which has a basic design flaw that the height of the door is less than the height of an average person. Fenesta shared a quote with incorrect dimensions and went ahead for production of the product with new dimensions without my sign off.

Attaching all correspondence with Fenesta team till date. I have paid in full on 1-Dec-2022 and till now the product is not installed on site and Fenesta is just dragging its feet and not accepting a fault at their end and rectifying the mistake and not even taking a decision. The daily response is that someone will get back to you.
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Fenesta customer support has been notified about the posted complaint.
Feb 28, 2023
Updated by Anugrah Lall
Finally on 15-FEB-2023, after repeated follow-ups, I received a call from Senior management folks accepting that the mistake was from Fenesta end that they did not explain the dimensions or take a sign off from me before going into Production. At their request, I accepted to review new design proposals from Fenesta. That was my biggest mistake. None of the new designs are meeting my requirements. And now Fenesta is not agreeing to refund my money. I am following up to escalate and get my money back. Every interaction takes 24-48 hours for a revert. I have to call up Customer Care to even get a response from the folks working on the escalation. Now around 90000 is stuck with Fenesta and they are going back on their word
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