damaged window not reimbursed, poor finishing work, long delay delivery
We ordered seven windows on 30 sept 2025. Delivery was supposed to be December, but delayed until end of January 2026.
All looked OK with initial inspection during delivery. All the plastic wrapping was intact. No obvious broken windows.
I followed Klar's instructions for receipt of delivery and proceeded to move the wrapped pallet to a dry covered area to later check all windows more closely. It was raining heavily and the delivery vehicle could not wait around for me to remove the 50+ screws and 10-15 pieces of wood packing material.
However, later upon removing the packing material I could see that one window had significant damage to the outside part of the wooden frame. Even the wood sheet "protecting" it had been impacted so hard as to push through nearly 3cm.
Furthermore, we were disappointed with the finishing and handling in preparation for transport.
- frames were not fully painted ! Large areas were left unpainted on every frame. Two of the windows even had unpainted areas on the front side of frame where exposed wood will be in direct contact with rain.
- use of too long of screws in attaching wood packing material. In several places screw carelessly overtightened, nearly through the chipboard, meaning only 1-2mm from penetrating completely through the window frames!
After a 5-6 week delay on delivery of this order, we would have expected 100% quality.
None of windows were ready for installation without some additional painting and hole patching.
Most disappointing was that Klarhome refused any compensation or replacement of the damaged window. Blamed the damage on me.
Have an additional 20 windows to buy, but we will not use this company again.
Reply from Klar
Hi
Thank you for taking the time to share your experience.
First of all, we would like to sincerely apologize for the delay to your order. Unfortunately, production and delivery took longer than originally estimated, and we fully understand your frustration, especially when your project was planned around the expected delivery date.
Regarding the damaged window, the reason we were unable to approve compensation was that the damage was reported after the product had been removed from the pallet. As outlined in our delivery guidelines and terms and conditions, any transport-related damage must be documented as close to the time of delivery as possible, while the products remain in their original packaging and on the pallet. This is necessary because, once products have been moved or unpacked, we can no longer determine with certainty whether the damage occurred during transport, during handling after delivery, or during unpacking.
We completely understand that carrying out a thorough inspection in poor weather conditions can be difficult. However, these procedures are essential, as they are the only way for us to document and process transport damage claims with both our carriers and manufacturing partners.
With regard to the paint finish and packaging, we are sorry that the products did not meet your expectations. We would like to clarify that the C-side of the frame (the installation depth, which is concealed once the window is installed) is not always fully painted in every area. This is part of the manufacturing process, as labels and production stickers must be attached to the surface during production. These areas are not visible after installation and therefore have no impact on the appearance, durability, or functionality of the product.
Regarding the screws used to secure the packaging, these are placed on the C-side of the frame and are necessary to ensure that the elements remain securely fixed during transport. We do understand that it can be surprising to see screws attached directly to the frame, but this method is used to provide the safest possible transportation and to prevent movement or damage during shipping.
While we understand that you disagree with our assessment of the damage claim, we would like to emphasize that our decision was based on the available documentation and the procedures that apply to the receipt and inspection of deliveries.
We are sorry that this experience has left you with a negative impression of our company and that we were unable to meet your expectations in this case.
Kind regards
Klar 🪟