Customer Charter

Good service, quality products, accurate specs, and on-time delivery. Every time.

We’re no-nonsense communicators

When you purchase a product from Lotus we will stay in regular contact with you throughout the sales, manufacturing, delivery, and installation process. We’ll clarify the details of your order up front. Double-check the specs prior to manufacturing. Confirm the status as each phase is completed. Sync our delivery with your schedule. And notify you if any changes become necessary along the way.

We care about your timeline

We take pride in making sure that your Lotus product delivery and installation go as smoothly as possible. Most products can be manufactured in less than 6 weeks and some finishes and configurations can take a little longer. So communication and planning are key. Your Project Manager will work closely with you to set a delivery date that syncs with your project timeline. If you need to make a change after manufacturing has begun, we'll work together to adjust the delivery schedule as needed.

We take quality personally

All Lotus design and manufacturing processes are guided by the Lotus Quality Policy. In a nutshell this policy promises that, when they leave our factory, your folding walls and doors will be free of manufacturing defects and accompanied by a quality checklist that has been personally authorized by a factory team leader. Moreover, all Lotus products come with a built-in, one-year manufacturing warranty. When you or your clients purchase an annual service package from us, we’ll extend that warranty for up to five years.

We believe in listening and fairness

If you contact us with a question or concern, we’ll acknowledge your contact via phone or email on or before the next business day. If problems or issues arise, we’ll work with you to come up with a fair solution and get a plan in place within three working days.

We make delivery and installation easy

For deliveries from our factory to warehouses and building sites, we use trusted third- party transporters and our own certified installers. Lotus has a real world, on-time delivery goal of 98%. That means you can count on us to deliver and install your doors and walls on the mutually agreed-upon date. If any changes arise as a result of construction or other delays, just give us a call and we’ll work with you to reschedule.

Demos and service calls are no problem

Lotus folding walls and doors are designed to be straightforward to use and complete operating instructions are provided with every installation. However, if you or your clients would like a demonstration or refresher on how to take advantage of Lotus door or wall features, give us a call. Our service professionals are always available to provide in-person demonstrations and ongoing maintenance.