After unboxing my entertainment center, I discovered I was missing one piece. I contacted customer service and spoke to Ms. Ruby. Ruby was very polite and expressed empathy for my situation. She apologized for any inconvenience this situation caused and assured me she was putting things in motion to help resolve the situation. She kept me updated each step of the way and even apologized for not being able to communicate with me over the weekend due to Customer Service being closed on weekends. Ruby provided me a timeline of how things should go and informed me I could contact her at any time with questions or concerns. I truly appreciate the customer service I was provided.
I live far out in the boondocks, in a log home. I have been able to buy several Della mini splits on line, and have them shipped to me. The Della website allows me to purchase for all the sizes of zones in my home and in several other's. And Della has a critical feature no othe inverter has: ultra hyper heat, that will provide heat down to -22°, so i will use these all year long. Because the shipping is far and i'm remote, having confidence in that process was also critical. One unit arrived with a dent in the side, so i contacted Elizabeth, their premier customer service rep, and she immediately forwarded my questions to the tech department to determine if the dent was a problem. Working with Elizabeth was the best customer care i ever received from any company.
I’m writing this review for the DELLA “Model Motto 9000 BTU” mini-split system. Overall, I’m very satisfied—especially with how well the company handled an initial shipping issue. The installation was successful, and the unit is now up and running in my gym. After the first outdoor unit arrived, it was severely damaged and structurally compromised by a hard drop—essentially unusable out of the box. I contacted support, and after speaking with a representative (Hector), the team moved quickly: they sent a replacement outdoor unit within a couple of days. That replacement arrived without any issues, and it was installed properly. I’ve now used the mini-split three times, and so far it has performed extremely well. It cools the room fast, the system runs quietly, and it’s easy to use. Time will tell whether it ends up being the “right” long-term choice, but based on the early performance and—most importantly—the customer service/support response, I feel confident recommending it. If you end up needing help, the support team clearly comes through. In my case, the quick replacement and smooth resolution made a big difference.
I like the units, however when asking questions to customer service, that's like pulling teeth. I asked specific questions, and never got a direct answer.
Bought a unit just one week over the warranty was up. Compressor dies, they offered a replacement compressor as a part but not a new condenser unit, that is major surgery to replace that compressor and the cost of the 410 refrigerant. They claimed that due to a change to R34 they could not replace the condenser but I could but a new system, I asked for a discount on a new system and they gave me a 40% discount but that was still over 450.00 and I had to do another installation. I am really chapped about the company not stepping up for a full replacement. I sell large equipment for a living and have to “bend” warranty rules all the time to keep reviews like this to not be published.
They use Central Transport for delivery. My delivery showed up incomplete. CT is impossible to get a hold of to ask questions. Due to their incompetence, they can't figure it out. They are probably the worst outfit to deal with. Della isn't much help either as they just punt you. No point in dealing with these companies directly, too many hands in the soup, and just gross negligence with incompetence.
The rental kit had a faulty gauge but I was able to borrow one to finish install. I contacted customer support and they were very helpful and gave me full refund upon my returning of the kit.
The product and Della were 5 star second unit I’ve bought from them. The first unit I bought shipped UPS. Shipping went great this last unit I bought shipped LTL Central Transport. They had unit at there hub and would not bring it to my house and would not call me. Worst shipping I’ve ever had
I have mixed feelings about this purchase. The replacement PCB was the correct part for my DELLA 12,000 BTU mini-split outdoor unit, and after installing it, it fixed the problem. The part itself worked as expected, and I appreciate that DELLA made the correct replacement available. My disappointment is with the warranty policy. I was told that the part would have been covered 100% under DELLA’s lifetime parts warranty if I had registered the product within the first 100 days of purchase. Unfortunately, I was not aware of the registration requirement. I’ve owned mini-split systems before that lasted 10+ years without ever needing repairs or replacement parts, so I didn’t expect that I would need to register a new unit simply to receive warranty coverage. The unit was less than two years old when the PCB failed. When I contacted customer service, I was told that because I had not registered the product within the required timeframe, they could not provide the replacement part under warranty and I had to purchase it at full price. I understand that warranty terms are established by the manufacturer, and I take responsibility for not registering the unit. However, I feel that if DELLA is willing to offer a lifetime warranty on parts, they should stand behind their product even if the customer did not complete a registration process. A PCB failure on a unit that is less than two years old is disappointing, and having to pay full price for the replacement makes the experience even more frustrating. Overall, I’m glad the replacement PCB was correct and fixed the problem, but I believe DELLA could do better when it comes to supporting customers and standing behind the reliability of their products.
Got wrong product 1st time had to return,then found out parts are no longer available for my model mini split. Was told could get discount if I found information on original purchase in 2022 set information via email never got any discount, brought new system at full price to replace defective one i can't repair
When dealing with the company, the customer service to the technicians that I spoke to were all very helpful not only helping with the problem, but making sure the right part was ordered.
