The Scratch Incident: Adding Insult to Injury

When we thought things couldn’t get worse, the infamous scratch incident added another layer of frustration to our already disappointing experience with NanaWall. After dealing with the mismeasurements and defective panels, we were hopeful that the replacements would finally meet the promised quality. But instead, one of the replacement panels arrived with a deep, obvious scratch.

It wasn’t just a minor flaw; the scratch was significant enough to immediately catch the eye and detract from the overall look of the installation. Considering the amount of money we had already invested, this was nothing short of unacceptable. The glass panels were supposed to be pristine, high-end additions to our home—yet, we were left with damaged goods once again.

The real frustration came when NanaWall refused to take responsibility for this new issue. In one of the many dismissive emails from Zac Lerma, the Central Installation Manager, the company effectively washed their hands of the problem, suggesting that any further defects were no longer their concern. Their proposed solution? Blame us, insinuating that the cleaning crew may have caused the damage.

This was a defining moment in our dealings with NanaWall. Instead of addressing the recurring quality control failures, they shifted blame, refused further assistance, and left us stuck with defective products. The scratch wasn’t just a physical mark on the glass—it symbolized the company’s lack of attention to detail, accountability, and customer care.

As we provide images and videos to showcase these scratches and other defects, the question remains: is this what you expect from a luxury brand?