Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased 14 interior doors and wood trim from this business for a home renovation project, spending about $3189.00, between 6/5/24 and 6/14/24. One of the 14 doors will not work for my project, as it is a hollow core, even though I requested a solid core door. I brought the door back on 6/19/24 for a refund or $105.51 but it was refused. The reason given is that they ordered the door for me and it was not an in stock item and even though the door is of a standard size and common material, they say it was a special order. I was also told that they did not clearly understand that I wanted a solid core door, so they ordered a hollow core door. I was told that on the delivery invoice that I signed, it said on the bottom that there are no refunds on special orders. However, I was not verbally informed of this, nor was I told at any point that this door was a special order, and I had no way of knowing this. All I did was ask for a certain type of door, pay for it, and pick it up when I was called and told it had arrived. Nothing was ever discussed with regards to where they were getting it from, nor anything special about this door. It is a common 18 wide, 68 tall, flush wooden door, possibly one of the most common sized doors used in homes for bedrooms and closets. I spoke to the owner of the business. He would only offer me a $96 credit towards the purchase of additional doors or windows, as opposed to just a straight refund of my purchase. However, I am not in need of additional doors or windows at this point.The owners says he has a no refund policy, but I contend that my order request was misunderstood, the item is not what I asked for or need and I brought the door back to them on 6/19/24 and left it with the sales representative at the front desk and confirmed from the owner that they are in possession of the door in question.My request for resolution is a refund of the $96.62 plus tax for a total of $105.51.

  Customer response

  07/10/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Moulding & Millwork Supply regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

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