Glass Railing Store Avis 96

Professional and high quality

Great experience with custom railing glass shipped to Alberta!

Do not buy if you are in the US. You will get stuck with huge tariffs when your shipment arrives and they charge the recipient not the sender.

Great experience all around. Customer service is fantastic from the front end to the staff in the warehouse. Railings look amazing!!! Thank you.

As someone with 25 years of experience running multiple companies in the construction and development industry, I've worked with countless individuals and groups. Shanaz truly was amazing from start to finish.
I was genuinely not expecting such detailed and timely answers to all my questions. Her customer service was top-notch—a genuine breath of fresh air in the industry. I highly recommend using this company and specifically asking for Shanaz.

While their website says they have us locations the parts ship from Canada and you will be hit with a massive tariff bill when UPS shows up. I asked them to cancel my order and they were not that responsive and tried to ship it to me twice both times I got invoices from UPS for 50 percent of the order value in tariffs. When I rejected the shipment and sent it back they only have me a partial refund and blamed it on their payment processing system

-The glass was well packaged
-Delivery was before the estimated time
-Driver did his best to bring the pallet as close as he can to the building ( new construction)

Very cheerful and helpful. There was a misunderstanding to how I should have measured. I was indicating how long each section of railing should be but what was required is size of deck and your program does the calculation. Also I thought delivery was about 7 days but that is roughly how long it takes to get the order ready then the shipping company needs more time to get it to me. We got it all figured out and I’ll know more once I receive the order. I’m not complaining, I’m just offering positive feedback to help out going forward. Cheers Scott

Great service, I will purchase again!🤩

Service was exceptional. Shanaz responded to our request for a quote within a few hours. She continued to respond promptly whenever we contacted Glass Railing Store, even after the order was paid for. Glass Railing Store has a series of larger panels available than their competitor has. This made the look of the project less busy, and reduced the overall cost as less hardware was required. Product quality appears to be excellent.

Really helpful with measurements, front desk staff really friendly

I placed an order and the delivery has been held up in customs for 10 days when I call and speak with someone in customer service I get no answers and no updates

Everything was very good but the shipping was an issue. I had warned that shipping to a small island can be challenging but no one listened and we had to pay an additional $ 700 + to get it to the job site. In the future I will have it shipped to Victoria and will have a courier pick it up from there. Even though it is an additional cost at least we know the system.

Very impressed with the quality of the product!

Everything was 5 star, the customer service, the buying process and delivery. We love our glass railings they look amazing. Thank you to the whole team!!

Great people great company to deal with. Deliveries are as scheduled! My clients are extracting about the product , I can see myself putting more of these railings up in the future… Thank you!

1 of the 5 panels I ordered completely exploded during shipping and was nothing more than glass crumbles in the box. I contacted my salesperson immediately and informed her of the issue. She said to accept the delivery as 'it was easier for them' and asked that I take and send pictures for them to use in getting my replacement to me. I took pictures and sent them off and was contacted by the salesperson about my replacement panel.

I was told that 'upper management' had agreed to send me a replacement panel, as long as I paid for shipping. Wait, what?!?!? I was also told that if I didn't want to pay for shipping, they would credit me the cost of the panel only. Those were my choices, again - what the *!#* ???? I called to let them know that the shipping costs for the replacement belonged to them, as I never received a good panel and had already paid shipping to receive a 5 good panels, not 4. The salesperson escalated and got 'management', Marquez (not sure on spelling), on the line.

I re-explained to Marquez that their damage replacement policy, on their own website, states in 2 separate places that in the event of damage, the customer would be reimbursed or they would send a replacement to the customer 'at no additional cost'. I sent him screenshots of their website, with that language highlighted. Marquez ignored this and gave me no choice but to pay shipping or get credit only for the panel cost. I told him that 'reimbursement' was not only for the panel, it should include my original shipping payment ($340) as well, but it didn't matter, as I didn't want to be reimbursed; I wanted a replacement. He said that the policy to 'reimburse or send a replacement at no additional cost was for him to decide, not the customer. If I wanted a 'free' replacement panel, I would have to pay $300 for shipping, although I had already paid $340 to ship the 1st order. He then told me he had a business to run and how would he make any money if he just 'gave away product AND paid for it to be shipped'. Unbelievable - I was beside myself. I asked to be transferred to his superior.. He refused to do that and stated that there was nobody else that I could talk to. I asked if he had a boss – he ignored me – I asked if he was the owner – he said he was not. I said if you’re not the owner, please let me talk with the owner, and if not them, please let me talk to your boss. He said no, I have given you your options. It was clear at this point - after 20 minutes on the phone, trying to help him understand the basics of his own business stated/documented replacement policy, that he was not going to follow it, so I gave up and got a refund for the panel and sourced one locally. Ultimately, that local panel cost me 3.5x the cost of the broken panel - A cost I should NEVER even have had to consider.

Bottom line - this company, or current management, knows NOTHING about basic customer service and doing right by them. I expected nothing more from them than what their website stated they would do for me. They sent me a broken item and did nothing to replace it for me at their cost, the way their website said they would in 2 different places and acted like they were doing me a favor by sending me a 'free' replacement, as long as I covered the shipping ($300 for one panel). Their stated policy to replace 'free of charge' and 'at no additional cost', was not followed, so I was basically lied to and had money taken from me that was not theirs to take for shipping a broken item. I cannot ever recommend a company that lies about their commitments to their customers. If you do order something from them, like I unfortunately did, hope and pray nothing gets broken - especially if you paid a lot for shipping - because Marquez will make you pay for it again.

TERRIBLE, TERRIBLE, TERRIBLE!!

The Glass Railing Store experience was awesome! Service, multiple quotes and change quotes, price, and delivery price and guarantee straight to my home! I would 100% recommend them.