DellaReviews of dellahome.com

Reply from DellaOct 16, 2026

We sincerely apologize for the delay and the inconvenience you experienced. Some parts are shipped from California, and delivery to states farther away can take longer than expected. We also apologize for the shipping issues and the need for multiple follow-up calls. We understand your frustration and appreciate your patience and feedback.

Reply from DellaOct 2, 2026

Hello, thank you for contacting Della. We sincerely apologize for the frustration you experienced with your new dual-zone system. We understand how disappointing it is to encounter an error code shortly after installation, especially as an experienced HVAC contractor. We take product quality and customer support seriously, and we would like the opportunity to look into this issue and help resolve it. Communication error codes can have several possible causes, and our technical support team is available to assist with troubleshooting and identifying the correct solution. We are also sorry to hear about the difficulty you had reaching our support team. Our live chat service is available, if the chat does not load, we recommend trying a different browser or contacting us from a mobile device. You can also reach out to us by email, and our customer support team will follow up with you. Please reach out to us with your order information and error code details. We would appreciate the opportunity to review your case and work with you toward a resolution.

Reply from DellaSep 19, 2026

Dear customer, Thank you for sharing your feedback and for providing your perspective as a licensed HVAC technician. We understand your concerns regarding the accessibility of the drain pan and the importance of proper maintenance for mini split systems. Like all HVAC systems, regular cleaning and maintenance are important to help prevent buildup and maintain optimal performance. Your comments regarding serviceability and design improvements are valuable, and we will share your feedback with our product development team for future consideration. We appreciate you taking the time to provide your professional input.

Reply from DellaSep 4, 2026

Thank you for reaching out. I wanted to apologize for your experience with this order and for the inconvenience caused to you. I understand your concern about the delivery timeline. Since this is a large and oversized shipment, it has to be shipped via LTL freight rather than standard parcel service. LTL transit times are generally longer because the freight requires pallet handling, terminal transfers, and a scheduled delivery appointment. This is the standard process for large freight shipments, and it is different from small package deliveries that can arrive within a few days. We can help you to contact the carrier if you still not receive the item, you can please contact our 24 hours live chat support. https://dellahome.com/pages/contact We appreciate your patience and understanding.

Reply from DellaAug 14, 2026

Dear customer, We sincerely apologize for the frustration and inconvenience this situation has caused you. We would like to clarify our warranty policy. According to our warranty terms, the warranty is provided to the original purchaser of the product and is not transferable to another person or subsequent owner. If the AC unit is determined to have a manufacturing defect or another issue covered under our warranty, we absolutely want to honor the warranty and provide the appropriate replacement or repair solution. In this case, the AC unit was originally purchased by Phoenix Building Solutions, the builder of the tiny house, we kindly ask that you have Phoenix Building Solutions contact us directly to submit the warranty claim. Once they contact us, we will be happy to work with them and review the HVAC technician’s report, video, and any other diagnostic information you have provided to determine the appropriate warranty solution. We understand that you purchased the tiny house as a complete unit, and we are not questioning that. The issue is simply that, under our warranty policy, the warranty claim must be handled by the original purchaser listed in our records. We truly regret the inconvenience you have experienced and hope we can get this issue resolved as quickly as possible. Thank you for your understanding. Best regards, Della

Reply from DellaJul 26, 2026

Dear cutomer, We’re truly sorry to hear about your experience and understand your frustration, especially with a major component failure occurring shortly after the warranty period. We always strive to support our customers and provide reasonable solutions whenever possible. Our warranty coverage does have specific terms and time limits, but we did our best to assist by offering a replacement compressor and providing a discount toward a new system as an alternative solution. We understand that replacing a compressor can be a significant repair and that additional installation costs can be frustrating. We appreciate your feedback and will continue working to improve our products and customer support. If you would like to discuss your case further, please feel free to contact us directly so we can see if there is anything else we can do to assist. Thank you for sharing your concerns.

Reply from DellaJul 25, 2026

Dear customer, we’re sorry to hear about your experience and apologize for the inconvenience caused by the incomplete delivery. If you were unable to reach us by phone, please contact our online customer service team. We can check your order details, communicate with the carrier regarding the issue, and do our best to assist you with submitting a missing item claim and resolving the problem. Thank you for giving us the opportunity to help. https://dellahome.com/pages/contact

Reply from DellaJul 23, 2026

Thank you for taking the time to share your detailed feedback. We're glad to hear that the replacement PCB was the correct part and that it resolved the issue with your mini-split. We're sorry for the frustration caused by the warranty registration requirement. The product registration requirement is part of our warranty policy and helps us verify product information and provide warranty service. We'll share your comments with our team as we continually work to improve both our products and our customer experience. We value your feedback and hope to serve you better in the future.