904-822-1078
We've tried everything. Read his messages and decide.
Clifford Sexton left a Yelp review that has cost us customers. Instead of arguing, we're publishing the full record: what happened with his order, what we did to make it right, and the messages he sent us.
His order had one delay, caused by a war that disrupted global shipping. It was not our fault. We still sent him a partial refund to apologize, on top of paying for upgraded shipping. He didn't say thank you. The messages kept coming.
This order, by the numbers
We refunded him for a delay we didn't cause.
The delay came from a war that disrupted ocean freight worldwide. Nobody at Gladiator caused it, and nobody could have prevented it. We apologized anyway, the way we'd want to be treated.
That is more than half the order, returned to a customer whose door was never late because of us. We did it because it was the right thing to do.
Our message confirming his partial refund. Click to view full size.
One delay. We paid for it, then we paid him back.
A war disrupted shipping routes around the world. It wasn't caused by the order, the factory, or us, and it has since been resolved.
We could have waited it out. Instead, we spent our own money to get his door there faster, and then refunded part of his order to apologize.
Built and crated to spec
His order was produced, inspected and crated on schedule.
Live tracking from day one
He had a personal portal showing every production and shipping stage.
Global transit disruption
A war affected ocean freight industry-wide. It was the only delay on the order.
Constant updates
We updated his portal, emailed, texted, confirmed his address, and offered him the customs and carrier paperwork.
Upgraded shipping at our cost
We paid more than $3,000 for expedited freight.
Private insured carriers
We booked private carriers instead of slower long-haul commercial freight.
A partial refund
We refunded part of his order to apologize for a delay that wasn't our fault.
$5,000+ in total
Refund, discount and shipping upgrades together, on a $7,800 order.
Every customer can see their order at any moment.
Mr. Sexton says he never received tracking. Every Gladiator order includes a live portal like this one, with production photos, shipping milestones and delivery details. Open the sample and see exactly what our customers see.
His messages, unedited.
These are screenshots from our customer messaging system, shown in the order they arrived. Click any one to see it full size.
- Gladiator Window & Doors
- Clifford Sexton
We've sent updates, tracking, paperwork, an address confirmation, upgraded shipping, and a refund. The response was 178 texts, dozens of them in a single minute, along with threats of police, lawyers and "taking us down." Read them before you judge.
We confirmed customs clearance and his arrival date
We sent a full update with the port date, next steps, and instructions for refreshing his tracking link. Within minutes, he demanded a call by 9 a.m. or he would "take next steps."
"I will be filing a fraud charge against you with your local police. I will make your life a living hell."
Along with profanity, he threatened to fly to our office and demanded a call by 8 a.m.
We asked him to confirm his address so we could ship
He confirmed it, and we told him we'd notify the warehouse. Here's what came next.
The same word, over and over, in one minute
The messages arrived so fast that our system temporarily locked us out of replying.
We sent him a partial refund
We apologized for a delay caused by a war, and refunded part of his order. He never acknowledged it, and the messages kept coming.
We resent the email and suggested he check his spam folder
He replied that he was "seeking attorneys" and told us to "see what the judge has to say."
"I will not stop until I take you down."
This came with a 24-hour ultimatum and a promise to "go to all lengths."
"I will not stop until I make you look like the fools you think I am. We can go all night."
Where it stands today: His door is finished, crated and in delivery. His partial refund has been sent. We'll deliver the door and stand behind it for the full warranty term, just as we do for every customer.
Our happy customers are being hidden.
Yelp's software decides which reviews get displayed. Reviews it marks "not recommended" are hidden from our page and left out of our star rating, even when they come from verified, paying customers.
Those reviews are still public, and you can read every one of them. You can also search "Yelp not recommended reviews" to see what other business owners report.
Call us. Ask anything.
We started Gladiator because too many companies in this industry don't do right by their customers. Call and ask how we handle delays or what our warranty covers, or ask to speak with a customer whose doors are already installed.
Screenshots are from Gladiator Window & Doors' customer messaging system and are shown unedited. The customer publicly identified himself in his Yelp review. No personal contact information is published on this page.
