Superior Glass Inc

"These people really went out of their way to make sure that my broken window problem got solved quickly. The work produced was excellent as it was an uncommon frameless window. The staff was friendly and accommodating. Thanks so much!"

"The change in ownership of this business has clearly made a huge difference for customers that were used to dealing with people that not only enjoyed their job, was good at their job… But also had good communication within the business. What should have been a seamless experience has been a nightmare, lasting nearly 6 months. I am a tenant and not the homeowner, so I was given no choice but to deal with these people all this time, including a very rude and crass person, named Samantha, on the few occasions that the phone was actually answered when I called. I regret not treating this like a full-time job and staying on top of these issues because I had no idea that they would make an appointment with me and then nobody would show up. I have multiple jobs, responsibilities and health issues that eat up all of my time, so unfortunately, two weeks went by before I gave up and tried to call again after the initial appointment had passed by with no one showing up. Took several phone calls and dealing with that same girl with such a huge chip on her shoulder and after several weeks, somebody finally came out to do an estimate on the window. Luke was great! Very polite and thorough and let me know that the window would be ordered ASAP and I would get a phone call when the window was ready. Nope… A few more weeks went by so I tried several times to get a hold of someone during business hours. I left multiple messages and there were a few instances in which the phone rang and rang and rang… I try to be patient and give the benefit of the doubt but with this situation, I am utterly blown away at the audacity of the rudeness when someone actually did answer the phone. Meanwhile, I am looking at a 5‘ x 5‘ picture window in my living room that has not only continued to develop a huge crack horizontally from end to end, but four months into this nightmare, it developed another crack vertically from top to bottom! I taped plastic on it because I had no idea what was going to happen, and how long these people were going to take. Trust me if I had any say in the matter I would’ve called a much more reputable company … I finally got a hold of someone else on the phone and had to reschedule an appointment that I fought so hard for because of a flake at my job. I was told that I would get a phone call letting me know when the appointment can be changed for and heard nothing for weeks… Again… One day while I was at work, I suddenly started getting texts and phone calls from multiple people, only to find out that there were two men standing in my backyard wondering why I wasn’t home. Why? They were booked an appointment for the window replacement at my house, but I nor the homeowner was ever told! Nobody knew what was going on except for whoever made the appointment without my knowledge at this poorly run business. When I called Luke back after hearing his voicemail, he told me that they would not have been able to do the job that day anyways, because they were incorrectly informed of what the job entailed. He told me that somebody would get back to me with a new appointment and guess what? Again it went radio silent for two weeks. I tried several times to call and finally decided to try another method of communication, hoping that whoever takes care of the Facebook page would respond to a message. Less than 10 minutes later, I was having a very painful conversation with Samantha again. It’s amazing how rude someone can be to a stranger and think it’s perfectly OK… after pleading with this person to help me get this nightmare over because I cannot take the stress anymore. I deal with a health issue that responds to stress and this has been a real doozy for me.… I was finally given an appointment that might actually work for today. I almost cried when I saw the 2 men arrive & get it done in 2.5 hours but they damaged the frame badly and destroyed my glass birdbath & don’t care :("

"Our business used to order strictly from Superior Glass because ordering was straight forward and the whole process was seamless with great customer service, but with a change in ownership they have made it so complicated and frustrating when trying to place an order. Now, when I called I was transferred to Superior Glass, no one answered the main line so I had to leave a message. A day passed and no one returned my call. I called them back. Was transferred and a lady answered who took down all my info of what I was looking to get. She said I’d get an email with a quote that I could approve. She didn’t come across as upbeat or friendly, but that’s not a huge concern. I didn’t get an email, but I did get a call that I missed late in the day w/the pricing. So I called them back a couple days later hoping to place/approve the order. After being transferred a couple times, the final guy Tim, didn’t answer. So I called back again, and re-gave the lady all my info of glass and my company info. She did pass it on to Tim. I did eventually connect w/Tim the same day. He said our business name incorrectly which was a little off putting. After that phone call, about 30 minutes later, I did finally receive an email to be able to approve the order. I had also calmly expressed my simple concern that as a customer it’s frustrating that ordering from them is no longer simple, first by having to be transferred, but most importantly that ordering shouldn’t have to be this big multi step/multi day process of phone tag, waiting for emails that may or may not arrive to approve an order, and when calling back no information has been saved and having to repeat. That critique clearly was misinterpreted as simply being unhappy that when you call you first have to be transferred from an auto glass place since that is what Tim apologized to me for. My concern is how time consuming the process is, playing phone tag, and getting information saved and to the correct person, waiting on emails, etc. It was a not worth the unnecessary runaround and time out of my day. However, in a matter of 5 minutes I called Hagens in Cloquet, set up an account with them, got pricing for what I wanted and placed my order with them. That’s how it used to be w/Superior Glass. I hope they do well as they are a locally owned business and were great in the past. I’m only taking the time writing this as constructive criticism that could hopefully be used to see the customer’s point of view, and in return have those flaws worked out. But, unfortunately we won’t be using them anymore."

"What a wonderful experience. Scott was an expert at measuring and accommodating for wall being out of plumb. The shower glass delivery was in the time frame given to us and the installation was professional to the extreme. Out floors were protected, they were very conscientious in the installation and clean up."

"We highly recommend Superior glass! We recently got a high dollar estimate for a window repair and door handle replacement on our van. We decided to get another opinion, thank goodness! Superior glass was fair and honest in price and did a phenomenal job! They were so kind, detailed, and professional. They even repaired our door. Thanks again for your exceptional service!"