Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a door with Big Horn Iron Doors. I subsequently cancelled the order. I never took possession of the order/door. The door was not custom made. When I called to cancel the door, the salesman told me no problem. After a week of waiting, the refund was not made. When I called again the salesman told me they would be keeping $135 to cover the credit card fees of the transaction. I reviewed both the sales invoices and the ****************** listed on the Big Horn website - it does not indicate anywhere that a credit card fee would be charged on cancelled orders. A restocking fee would be charged for products returned. I never took possession so there should have been a full refund.

  Business response

  09/09/2024

  If you look on page 8 of the terms and conditions, its specifies that we charge a 3% processing fee on all transactions which is non refundable.  We had 2 transactions, the original deposit amount and the refunded amount, which were done on different days and we are charged processing fees for.  This cancellation was not due to a problem on our end, the customer called back days after the order was placed and asked to cancel for financial reasons.  We usually charge restocking fees which we waived for the customers as well, but we cannot be asked to absorb processing fees for the transactions. 

   

  FROM TERMS AND CONDITIONS - PAGE 8

  Shipping and delivery fees are not refundable, including the cost of return shipping. Products purchased with a credit card are assessed a three percent (3%) processing fee, which is also not refundable. These fees will be deducted from any refund.

   

   

  Customer response

  09/10/2024

  I am rejecting this response because if you read the words on page 8, then the credit card processing fee would be 3%. 

  Every single refund Big Horn ever makes (according to your response) would have "two" transactions.  In that case, your statement on page 8 should amended to read:  Products purchased with a credit card are assessed a six percent (6%) processing fee, which is also not refundable. 

  There would never be a situation that would only be 3% according to your logic.  Every transaction would have a purchase of 3% and a refund transaction of 3%.  If the credit card company truly charges you 6%, then you should update your T&C's to say 6%.

  All that to say, you should stick with your T&C's and refund 3%.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The salesman has completely lied about the doors never has he given us a shipping date, but promised they are coming into his warehouse in two weeks. Thats why we had to make the payment that day to to reserve a door from that shipment that was supposed to come in two weeks from that day stating that Door is on site but were just waiting for the door to come in that day, due to threatening of not being able to reserve the door. Otherwise, I have heard nothing but a run around without any given estimated time of arrival and he has been nothing but rude lying about anyone calling me not giving me any dates stating hes going to ask, but nobody ever gets back to me including him, at this point it is a scam of our company. They took my deposit of $3198 and its going to be a month now without any any eta but they run around from the sales *************. I want management to call me asap with a HUGE HUGE REDUCTION OF PRICE DUE TO THE HORRIBLE HORRIBLE EXPERIENCE I HAD TO DEAL WITH *** LYING ABOUT MY ORDER OTHERWISE I NEED MY FULL REFUND TODAY ALONG WITH A TRACKING NUMBER FOR THE SHIPPING OF BOTH MY DOORS!!! This is absolutely ridiculous what he has put me and my family through. We had our doors removed 3 weeks ago and now we have plywood in its place with no doors still on site!!

  Business response

  01/11/2024

  Customer had been notified of the delays, full refund for deposit was process for the customer.  

  Business response

  01/12/2024

  Customer had been notified of the delays, full refund for deposit was process for the customer.
  

*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. ↩