The Battle with Customer Service: Ignored and Gaslighted
In this post, we dive into the frustrating experience of dealing with NanaWall’s customer service. From being ignored to feeling gaslighted, discover how the company’s dismissive attitude and refusal to take responsibility added to the mounting frustrations of an already defective product.
7/4/20231 min read
When you invest in a high-end product, you expect not just quality materials but also exceptional service to back it up. Unfortunately, my experience with NanaWall’s customer service was the complete opposite. What started as minor issues with installation and product quality quickly escalated into a nightmare when it came time to resolve the problems.
At first, I reached out with hope, expecting NanaWall to take responsibility for the scratched and mismeasured glass panels. Instead, I was met with dismissive emails, empty promises, and blatant gaslighting. Representatives like Zac Lerma, the Central Installation Manager, repeatedly downplayed the issues and shifted the blame onto us, even suggesting that our cleaning crew had caused the scratches—despite the fact that the defects were present upon delivery.
Instead of owning up to their mistakes, NanaWall’s customer service employed delay tactics and stonewalled us at every turn. After multiple rounds of replacements, all with their own defects, they ultimately refused to provide any further assistance. It became clear that their priority wasn’t customer satisfaction but rather deflecting responsibility and avoiding any further costs.
The final straw came when NanaWall essentially told us they would no longer be addressing the issue, leaving us with faulty glass and a deep sense of betrayal. Rather than receiving the premium service and product we had paid for, we were left to deal with defective glass panels and an overwhelming sense of frustration. If this is how NanaWall handles customer concerns, they are far from the luxury brand they claim to be.
