DellaReviews of dellahome.com

Overall, not the worst, but still had a few issues. I was able to find products mostly easily. I accidentally bought one incorrect unit, and i called customer service and had a great experience. They advised me that they would try to cancel the order so i could re order. The order ended up shipping, and i noticed that the unit after a day was marked return to sender. The indoor unit was returned but the outdoor unit got delivered. I worked with Della to get that solved and they said they would provide me a new shipping label. With that, the Customer Service personnel on my second call, got everything i was saying incorrect and it seemed like my situation confused her. The third person understood but made it seem like the mis-delivery was my fault and that i would be responsible for returning it, but she would be doing me a favor by asking for a label. Overall, Customer Service frustrated me a little bit, but the product so far have been decent.

I think Della is looking in the correct direction. When it comes to HVAC heat pump systems. They're targeting the right people, the homeowner. People with enough mechanical ability to do things themselves and not have to rely on the high prices of hvac companies for installation work. I have installed several systems at this point from other manufacturers and the Della kit was as straightforward as you would hope for. Pricing was good, the shipping was reasonable, I haven't had to use customer support yet but time will tell.

Communication is excellent. Products are shipped next day on every order except AC unit which was shipped 4th business day during peak season. Have to say was impressed with everything received and how it was packaged. Overall easy install and mini split works great.

Shipping went great

The order was fine and so was the product. My issue was with the rental kit. Reference the email chain I sent to customer support regarding the lack of vacuum pump oil and misleading instructions. There was no corrective action taken on your part.

Ordering process when reasonably well although I didn't care for the "Shop" app interaction. Things went south after ordering. Our package got "lost" and could not be found after 6 days. Working with Della Support, our order was reshipped. Next day our original order showed up completely unannounced with no tracking or message. This was a large order so that evening I did an inventory to only to discover I was missing two items. I contacted Support and was told the missing items would be sent out ASAP. After no communications for 2 business days, I contacted Support and was told items were shipped via UPS. I had to request a tracking number (scheduled delivery today - 15 days after original order was placed). I can honestly say Della Support was very helpful and I felt they were genuinely concerned about my issues. Fernando was particularly helpful. Much appreciated on our end. We are in the process of installation so I have no idea how the products functional but I'm confident Della Support would work with us to address any concerns.

Customer service itself is fantastic. They respond to chat/email messages in less than 10 minutes. Getting parts has been impossible so far. First i bought 3 units that are all just over a year old with lifetime parts warranty. All 3 units have worked perfectly in the Florida heat, until... 3 weeks ago my bedroom AC stopped working. After some research and diagnostic work i determined it was an outdoor PCB failure. I started a chat with Della on their site. After some discussions and additional diagnostics my diagnosis was confirmed. They checked inventory and said that the PCB was available and said it would ship out in 48 hours. That was over 3 weeks ago. I have contacted them numerous times and they always respond super fast. Each time they apologized and said they would follow up. I have received USPS tracking numbers twice so far but the item never ships, just says that a shipping label has been created but USPS never actually receives the item. I have been told that they would check with a supervisor about alternative solutions, but nothing on that so far. I have asked why part has not shipped if it is confirmed that it is available but that question never gets answered. Last message says they have not heard back from warehouse since Friday and "Please be patient". Over 3 weeks of no AC in my bedroom shows I have been plenty patient so far. I believe customer service has good intentions but something is going on in the warehouse and they are not following through with their promises.

Your product is good and your communication is also good. May be you can have contract with some service provider to have these split units installed. That way you can have a complete service. I still have not found a person to install the unit. If you as a company did this service may be it will be more reasonable.