Complaints

• Initial Complaint

  09/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We just received our door 9/4/23. However, our door did not look like the photos. We carefully read the description of the listing and nothing indicated we needed to add additional customizations to get the advertised antique distressed heirloom door. An average consumer would not even know what customizations to ask for because the listing description doesnt give any information. Photos are deceptive. Also, there is NO communication from the company. Im SHOCKED they do not confirm the details of such a large and expensive item. Especially when the email confirmation does not show you the notes you added for your order. If you accidentally type in the wrong measurements, theres no way for you to even know this and contact the company to correct. We provided a photo of our door and asked them to update their listing description and photos so other consumers are not tricked. They still have not updated their listing which is crazy since it would be helpful for consumers. We feel duped. Poor customer service. We will not be using this company again.

  Business response

  09/19/2023

  Customer placed a Custom Door order via our website. Per the Custom Door item listing, the description outlines that all specific color preferences (along with any other specifics) must be outlined in the "Notes" section of the order at checkout. This includes, paint, stain, decal, measurements, swing, etc.. The Item listing images reflect the overall style of the door they are selecting; "Custom Built: Traditional Painted Distressed Door," which is our standard raised double panel style. Of those item images, there are varying paint finishes, levels of distressing, as well as doors shown with/ without a stain undercoat. The goal of the varying finish types displayed in those images, is to display the potential finish options available. Within that item description, we also reference the ability to write up custom orders for those that *** not see/ find what they are specifically looking for. This is also addressed on the *** page of our website. In this particular instance, the customer did not reach out to us before or after placing the order with any questions or concerns. It is not a standard practice for us to check in and verify the details on every order that is placed. That responsibility lies with the customer to connect with us for any changes or special requests and we make that known throughout both the item listings and the website as a whole. Instead, the customer made an assumption that they would be receiving a door with a stained undercoat without ever having shared a stain color selection and making that "note" on their order. Upon receipt of their order, the customer emailed in requesting a discount on the door as they will have to pay to "fix" it, referencing the door not having a stain undercoat they assumed it would, along with accusing us of the door being built to the incorrect size. Both topics were immediately addressed, the door was built to the exact size as requested by the customer in the notes they made which was then no longer a topic of interest, however, the customer was still unhappy that they did not receive a finish type they failed to request. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Tumbleweed Furnishings. I ordered a door to use for my pantry. I placed the order on 7/14/2022. I emailed several times checking on an update. Finally ***** responded and told me my order would arrive in 14 weeks. Their website states it will be delivered by 12 weeks. I then asked for a full refund and they refused. I have now been ghosted by them and they will not respond to any emails. Id like them to either refund my money for this expensive door or deliver my door to me.

  Business response

  08/31/2022

  Our office has been closed due to a death in the family, however, the customers email was responded to. She had not be ghosted. Timeline for completion has already been shared with her through multiple emails. Her request for a refund came 10 days following the placement of her order and after production for her order had already began. The customer agreed to the terms and conditions at the time of her order, being aware of the timeline, policies, etc.. We cannot make special exceptions to our policies and cancel in production orders. The customer threatened and accused of poor customer service before any interaction regarding her order, only due to her dislike regarding timeline. We continue to work diligently on her order and be as accommodating as possible.

   

  
  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a door from Tumbleweed on January 19th, 2022. I paid about $900 with $200 being shipping, Wait time was supposed to be 12 weeks. For Months all Ive gotten is excuses and being put off. About 1-2 months ago, they said it was shipped and would be delivered, yet it still hasnt happened. I need my door right away or a full refund including shipping!

• Initial Complaint

  07/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed my order for a custom door on 11/4/21. On 2/28/22, I sent an email asking for a status of my order as I had no contact from the company since the purchase. I received a response stating that the company does not reach out until order completion and once a carrier has been confirmed, but they would check on the status and get back to me. On March 1st after not hearing from them, I sent an email asking for an update and stated it had been almost 4 months since I placed my order. I then received a phone call from the company stating that they would touch base with me within a week and my order was waiting on a carrier to be assigned, which would be within the next week or 2. A MONTH went by with no contact from company. Email sent on 3/28 to the Company asking yet again for another update. I stated I was concerned and was tempted to cancel my order/ask for refund. The response I received was there is no refund policy due to the custom nature of the work, and they do their best to try and stay as close to the approx ***** wk timeline advertised on website. All items are shipped via independent carrier, but they have seen delays in securing carriers. They have seen an uptick in carrier availability and expect for plans to be finalized soon. Sent another email to the company on 4/5 (now 22 weeks since order) demanding a status and a picture of my completed door. Didn't receive a response. Sent another one 4/8 asking for picture. Still nothing. Sent another email 4/12. Received picture 4/14. Demanded on 6/1 that the door be shipped out immediately or I would dispute the charge with my cc company. No response. After 2 emails to company, received email that delivery expected in next 2 wks. 6/23 sent another email. My husband disputed charge with cc at this point as we were left with no choice. Told them still wanted door and to dispute chargeback. They did, it got accepted. Told them to ship out door. Have sent 3 emails since then, no response. This is ridiculous!

• Initial Complaint

  07/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a door back in March and it still hasnt arrived. The company will not give proper updates or any kind of estimate on delivery or if the door has even been made. They are non responsive to phone calls or emails.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Ordered door 2/11/22 was told the process would take 12 weeks. it has been over 20 weeks . I was told door would be delivered 2 weeks ago . Last week was told this week. *********** will not return calls .

• Initial Complaint

  06/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a customized pantry door through Tumbleweed Home Furnishings on 1/17/2022. I was told the pantry door would take about 12 weeks at the time. I contacted the business via email on 4/5/2022 to check on the status of the order. I was told that our pantry door was expected to be completed around end of April-early May. I was also told that I would get a follow-up notification once the carrier was secured. I then contacted the business again via email on 5/26/2022 to check on the status of the door again. I was responded to again via email & was told that they were waiting on acceptance for a carrier for the shipping. That is the last communication I have received at this time. I have tried emailing, calling, and communicating via ******** messenger. No response.

  Customer response

  07/05/2022

  Better Business Bureau:
  
   Im writing to provide you with an update. The business wrote me stating that I should be receiving the purchased product later this week. One I do receive it, Ill update the case. 
  
  Thank you,
  

  
  

  
  
  Regards,
  
  ***********************************

  Customer response

  08/03/2022

  Better Business Bureau:
  

  I finally received the product yesterday. You can update the complaint if thats possible.
  

  
  Regards,
  
  ***********************************

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We ordered a door for our pantry from tumbleweed furnishings out of ********** ***** in October 2021 and we still have not received the door. When we inquire for communication about where the door is the process the woman who says she is the owner when we have asked *************************** claims its on a truck to us but can not give us the name of the company or the tracking number for the delivery of the door. As I see there are other complaints listed as well with this same issue from this company. Im looking for communication from the company to either deliver the door or refund our money. We have been emailing and calling with no response. We feel our next step is to go there personally or Contact the attorney general Office. We have been scammed out of $1,025.00 we even paid for express shipping and still dont have the door This is outrageous.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased the door on September 30, 2021. I paid for the door in full for $800 on my credit card. The invoice states the door could take approximately 12 weeks excluding holiday weeks. It is now March 2, 2022 and way past the 12 week time period. I understand covid delays as well as inclement weather we have had, but there has been very poor communication and no door.I have emailed multiple times and got ******* phone number to start texting after emails were not being answered. January 7th I sent text asking for status of door. ***** ****** of Tumbleweed) replied to it should be ready in the next 2 weeks. January 18th I sent a text asking if they need finalization of door decal and color because I was never notified. ***** responded to let her know once I have decided. January 26th I asked about a blue paint color for the door and finalized my choices. No response from *****. February 7th I sent a text to check on status of door. ***** responded they were closed with inclement weather will catch up and follow up with an update. February 14th I sent a text saying I understand you are busy but it has been a week and haven't heard back. ***** responded that they have a carrier lined up and expect delivery next week or weekend. February 23rd I sent a text asking for shipping date. February 28th I sent a text to give me a call. ***** responded they were closed Monday last week for holiday then had inclement weather Wednesday- Friday. They will follow up with eta. February 28th I sent a text saying to let me know by Wednesday what the plan was. March 2nd I sent a text asking to see a picture of completed door and have arrangements been made for shipping. I am frustrated at the lack of communication, and I have not received the door I already paid for. ***** does respond to my texts; however, I have to initiate the conversation to get an update on the door. I would like a full refund.

  Customer response

  03/16/2022

  Better Business Bureau:

  
  Hello
  
  I received my door. Please close the case
  16825254
   
  Regards,
  
  ***********************

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Back on Aug. 15, 2021, I purchased and paid in full for a custom-made door from Tumbleweed Home Furnishings in *********. I found this company while searching for custom built pantry doors. They were extremely responsive at first but once they had my payment, they were difficult to reach. They said it would take approx. 12 weeks to build the door so after that time had passed I started asking about when it would ship. They told me via ******** Messenger that the door had shipped and I should expect it soon. This went on for another month with them only answering my requests after sending multiple messages each week. I started questioning their shipping method and they told me they use a private delivery service and could not give me any tracking information or company name to contact and they could not "rush their route". On December 10th they told me the driver was in ******* finally (we are in ************). After two weeks we still had not received the door. They had so many excuses over the next two months and were extremely hard to reach to get information about the door. When I started to feel I had been scammed, I questioned them and they said if I wasn't willing to wait for the door then they would just issue a refund and that I would have it in two weeks. That was three weeks ago and they are avoiding my emails/texts/messages. The last message from them was a generic response that they were closing for a winter storm and would reopen today, 2/28. (I kept getting that same message throughout the day so it was an automatic message response. I have emailed once again today but still no answer. Their social media pages have not been updated since about the time they told me my order had shipped back in November. Their online company pages look legit but I feel that I have been scammed and they are giving me the runaround until I give up requesting my refund.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩