John K.
Worst Service Ever - Don't look at them!
I appreciate the reply form Grand Mirrors - unfortunately the case is a bit mixed - the chip occurred after taking the mirror down several time in order to provide a video and pictures. The owner did it and as was explained a 48x48 mirror is not easy to take down several times. The issue was and still is the electrical from the start - the lighting would not work. after nearly of year of back and forth the company would not provide further support - too bad as the we love the quality of the mirrors - now I need to look for an alter solution. Purchased two LED lighted mirrors about 4 feet by 4 feet fro a new house. Both look great. One worked as expected. The other worked fine at first and then had problems after one month, light would dim and go out. Contacted service which after 65 emails in total (you cannot speak to anyone) where they instructed me to replace parts (wiring) which they supplied - this happened twice over the nearly one year of interactions. They expected the customer to remove this size mirror, do the work of electrician (which i am not) and eventually could not get the mirror working - after which they said it must be an installation issue (not sure how they could deduce this with only seeing videos I sent), they refused to send a service technician or send shipping materials to send the mirror back to the repair center in CA (which I had to ask for), and then wanted to sell me another mirror at a discount rather than replacing. Asking the customer to replace / splice wiring is never a good idea when the problem cannot be identified. I must resort now to small claims court as one mirror works and the other does not. If you are looking for a lighted mirror - Find another supplier!
Response from Grand Mirrors by Evervue USA Inc.Jan 26, 2022
At Evervue, we appreciate all the feedback we can get from our customers to improve our service and continuously strive to serve you better. We have carefully reviewed this situation and we provided this customer with the best possible support we could. However, in order for our support team to provide the best service they can, co-operation from both sides is required. A few months after delivery, the customer contacted us and it seemed that the wiring on the back of the mirror was damaged, as well as the mirror's edge and corner were damaged (chipped). These types of damages are typically caused during installation and it is important that the installers handle the mirrors with care. The corners of a mirror are particularly fragile and need protection when the mirror is removed from the wall. If the wires are damaged, then this is easily repaired because it is a simple two-wire system, and we will be more than happy to assist. In this case, we never received any clear photos from the customer. After many emails back and forth, the customer insisted that we ship a new mirror. Since this is not covered under our warranty and also because the mirror was chipped on the edges and the corners (installation damages), we cannot cover this under manufacturer warranty. We do, however, have a “Damage Free Delivery Guarantee” policy in place on all orders which states that if transport damages are reported to us within 24 hours of delivery, Evervue will ship a new mirror to the customer without any additional costs to the buyer.