The Pain of Poor Customer Support

Customer service is often the backbone of any luxury brand. When you invest in a premium product, you expect not only exceptional quality but also a team ready to support you through any issues. Unfortunately, my experience with NanaWall’s customer service was anything but premium—it was downright painful.

From the outset, communication with NanaWall’s team was a frustrating exercise in patience. Emails went unanswered for weeks, and when responses did arrive, they often shifted blame or dismissed my concerns entirely. One striking example involved repeated defects in the custom glass panels. Despite providing clear documentation of the issues—including photos of streaks and scratches—I was met with excuses and an unwillingness to take responsibility.

The worst part? The cycle of frustration never seemed to end. After spending $80,000 on what was supposed to be a luxurious addition to my home, I found myself chasing customer service representatives who seemed more interested in avoiding accountability than resolving problems. Instead of addressing the root of the issues, I received deflections, half-hearted solutions, and, ultimately, the infamous “It’s not our problem anymore” attitude from Zac Lerma, their Central Installation Manager.

Luxury brands thrive on their reputation for quality and customer care, but NanaWall failed to deliver on both fronts. Instead of a seamless experience, I was left with a bitter taste of what can only be described as customer service nightmares. The lack of responsiveness, empathy, and accountability from a company that markets itself as high-end has been a major source of disappointment.

If you’re considering NanaWall for your home, think carefully about the level of support you’re likely to receive. No one deserves to be left in the lurch, especially after such a significant financial investment.