Scherer Brothers Window & Door Consultants

THE ABSOLUTE WORST «RETAIL» EXPERIENCE OF MY ENTIRE LIFE. If there were an option to give Scherer Bros negative five stars, I would do it. They have absolutely no business selling direct to consumer.
My wife and I needed a new exterior front door and after coming into the showroom to explore our options we finally settled on the style AND color of our door. The sales associate, who couldn’t appear less interested or less knowledgeable, wrote my credit card number on a post it note (yes, really) and promised that the door was not only in stock and would be ready for delivery with in the week. As assured me that he would place the order within the hour and that he would call the next day to confirm. He never did. After 3 days, I finally had to call them… and low and behold, the door was never ordered! In fact, the door was NOT in stock and required a 4 – 6 week lead time. I was furious, but begrudgingly, we agreed to place the order… again.
After about 5 weeks I had to call again for a status. I assure you, the term customer service is not a part of the Scherer Bros vocabulary. Finally, the door was scheduled to be delivered the following week, so I coordinated with my contractor to perform install while my wife and I were at work. Excited to see the final product that we had waited so long for, we show up to the house to find what could only be, THE WRONG DOOR. Conservatively, it took them an hour to locate our order in their «system» and about a day for them to figure out exactly what went wrong. Finally, the sales ASSociate who sold us the door explained that it was in-​fact the right door, however, it needed to be gel stained, and that we would need to coordinate and pay for that service ourselves. Why this wasn’t apart of the original conversation at the point of purchase? Why would he fail to mention such a crucial detail? «Uh, well, uh, uh… I guess I don’t know. I guess it just never came up.» Needless to say, we didn’t exactly feel confident that Scherer Bros was the service provider for our gel staining needs, so we decided to end the relationship there.
I would NEVER — in a million years, for a million dollars — recommend Scherer Bros. to anyone… EVER. They need to get out of the direct to consumer business. They don’t care about you, or your insignificant order. They don’t know how to manage a customer relationship. They don’t have the tools, systems, or wherewithal to provide an experience that would rival even that of the DMV. This process was about as pleasurable as passing a kidney stone. STAY AWAY!!!

I went to the Hopkins location to get Marvin Window repair service for a window purchased there and still under warranty. The first guy told me I had to contact Marvin directly for help. Ok. I went home, went to Marvin’s website which said any problem under warranty WILL be handled by the supplier who sold the window. I went back and now talked to the other front desk rep who was barely any more helpful. He wrote up the service note and said I probably wouldn’t hear from the service department for two weeks. I said, I was leaving town in three weeks. He then said I wouldn’t hear back for 4 weeks. When I was leaving, after not hearing any sense of apology or concern about their mistake and poor service, I said an apology would be nice. He said, «Yep. It would.» Enough said.

Very friendly and knowledgable! Wasn’t pushy or trying to sell me things I didn’t need

When we needed to replace the back door of our 1923 Craftsman home we looked specifically for Simpson door dealers and this place was the 2^nd stop on our list.
At first meeting, Kit said «Yeah, what do you guys want? Do you know what you’re looking for?» Needless to say he didn’t want to deal with the non-​contractor type and we didn’t return. He was supposed to be the expert. We took our $ 3,000 and spent it elsewhere and we will definitely share our experience with others. Not hard to do when you life in a neighborhood of old homes and everyone is looking to do the same exact replace. Sorry that you had to work on a Saturday…