Sapeli

We purchased Sapeli interior doors from Mio at Sapeli Canada for our new house construction back in 2017.Having lived in Europe, we were already aware of the advantages of these doors:- Modern, clean appearance- Clean installation, where the frame is foamed into the opening (no screw holes to fill)- More solid construction, reducing noise transference- Weather stripping in the frame, further reducing noise transferenceThe quality of the doors is mid-range for European doors, though they come at a premium price here in Canada. Some of the seams are not nicely done, and a few of the doors have light, drip-like stains that do not come off. They are, however, not so noticeable that we would have made an issue of it.As far as the service, however, there is much room for improvement. Mio is a very nice person, but he is not very organized or reliable, is frustrating to communicate with, and lacks attention to detail. It does not help that he does so much by himself, but as a customer - though I sympathize with his struggles - ultimately they are not my concern.Lack of attention to detail was an issue throughout the ordering process, along with communication problems. My impression was that he was always thinking about something else, rather than listening. Written communication was not read carefully. We had to repeat ourselves often, and then double- and triple check everything.Our doors were substantially delayed, meaning that we had to live in the house for quite some time without any interior doors, even as trades were still needing to come in for final touches. It made for some awkward bathroom breaks. Mio blamed the delays on Sapeli in Europe and shipping.Once the doors finally did come in, it still took a ridiculous time for them to actually be installed, which was due to Mio doing most of the work all by himself. There are some issues with the doors (catching, not installed straight), but we just ended up living with most of this, as it was simply not worth the energy; We were just happy finally having interior doors (it took well over a year from time of order until the last door and sliding panel were installed).Why write a review now, 4 years later? We need to add privacy locks to two of the doors that we had ordered without locks. These are a standard part. It should take 5 minutes to look the price up in a catalogue.I first contacted Mio on October 6. Almost 13 weeks have passed, and despite multiple phone conversations and written reminders to please provide it, we still do not have a price enabling me to order the parts. After involving Sapeli in Europe, I finally got a price for the part itself from Mio, but turns out for that price we cannot pick it up from PoCo, and would have to pick it up from Europe, making it as useless as no price at all, because there is simply no way I (or any sensible person) would place an order without knowing the full cost. We had discussed on the phone that - once we had a price and placed the order, it could piggy-back with another door order, but that seems to not be the case anymore.I fully realize that people are busy, and that two locks will have low priority compared to bigger orders, but the actual effort of looking up the price of a standard item and communicating it should have been minutes, and while I fully expected it to take a few days to hear back, 3 months is unacceptable by any measure.Product: 4/5Service: 2/5