A Door Installation Disaster: What Went Wrong with Petrovich

I'm still trying to wrap my head around the absolute chaos we endured with our door installation experience through Petrovich.

We hired a measurer from Petrovich to come to our place, and things only got more confusing from there.

Our opening is non-standard, and the wall is made of wood - a previous owner must have done some DIY work. The measurer gave us a quote, and we went to the store. Inside, there's a button to call a consultant, which we pressed, and a guy came to our place, looked at the quote, and said we only needed to buy the door set (frames, panels, and a handle). The store had a limited selection, so we decided to order online. He said that, but we were still skeptical, and we found a manager at the end of the store who offered to help us make a purchase. It turned out we needed additional materials like screws, anchors, and boards. You can already guess the level of professionalism.

Then we spent a long time with the manager. He said it was strange that the measurer wrote one thing, but the consultant said another. We called the measurer again to clarify everything. In the end, the measurer said we needed two frames, and he wasn't wrong, we didn't need three. The manager said, 'Okay, if he says that, it's not our problem.' Spoiler alert: it was our problem. We ordered everything.

The next day, the installer came, and said everything was wrong. We needed to buy more stuff? The frames the measurer said we needed, we shouldn't buy extra. We asked the installer why this happened. We called the measurer again. In short, they all blame each other. Petrovich is a subcontractor of Petrovich's white glove service, so they all pass the buck. The installer said he wasn't at fault, we were the ones who wanted this, and the measurer was to blame. He suggested we take a bus, buy this wooden thing, and it would be easy. Normal, right? I'm calling one company, and I don't care who does the job, as long as it's not me. We had to call the hotline. The operators were always different, and they promised to send an SMS with our case number. Never received it, except for the order number. We called all day. In the end, they returned 1500 RUB - the measurer's fee. We ordered the missing parts and waited again. They brought us a board without cutting it, although it was specified in the invoice. The three meters of board barely fit in our elevator, and we were cursing and shoving it for 15 minutes.

The installer came again and said we needed a door that was 10 cm wider. This was the second time he came. And again, he said he did his best, but it was all wrong. Although the arch was previously installed, and it was straight and properly installed. Maybe it's not the walls?

My husband and I concluded that the problem was with the narrow frames. We had wider ones before, and there were no gaps. But they don't tell you about this at any point, only when it's too late. One of the frames was already warped. The installer said, 'Well, the material is like that, be prepared.' Hello, this is a new door, why is this even possible? Why didn't they tell us to choose a door that wouldn't cause these problems? We did everything under one roof. And the door isn't even cheap - not for 2,000 RUB.

And when we complained, they said, 'Why did you sign the act, what do you want?' Honestly, I'm not a specialist. I don't understand anything. I pay, and I want it to be at least acceptable. I know it's a complex case, so my husband didn't take it on. We called a professional almost for 6,000 RUB! Not to sign the act? And demand something? Stay with a hole instead of a door and without money? I'm not a specialist. I don't know how to solve this problem. If I knew, I wouldn't have called Petrovich in the first place. The operator said she's not a specialist either. But is that my problem? Don't they have the right frames? Don't they have specialists?

I don't recommend buying and installing doors from Petrovich.