Reviews

I was going to order shutters from Amazon, but I thought I would call Millwork to see about their return policy. Salesman Sam took my call and answered my questions of returning them and was tole that "we have plenty in stock so not customized, etc. so no problem returning them"....he actually ENTICED me to buy them from him vs. Amazon. When they came in [2 days apart] they were not what we wanted and asked to return them and was told 20% STOCKING FEE AND I HAVE TO PAY FOR THE S/H. Why did Sam not tell me this? Was it because he was getting commission? Not once did he tell me about the s/h fee nor did he mention stocking fee. I got NO WHERE with management but to cut stocking fee in half. I told Sam and Management that I've never ordered like this before and would never have if that was the outcome, so sure enough they took advantage of the me/the situation and I'm out $$$$

Hi ****,

Thank you for your feedback regarding your experience. I am sorry to hear that you did not have an ideal shopping experience and would like to speak into your concerns.

I do not have a recording of your call with Sam, however, our Product Specialists are familiar with our policies and if asked what the return policy is, they have been trained to explain that standard products are returnable within 30 days from when they were delivered; there is a 20% restocking fee and we do not provide return labels. Based on your quote, the way the specialist answered the question sounds like he was asked if the product could be returned and not necessarily what the return policy was. If that is the case, he may have just answered the question directly. Regardless, our return policy states these terms and can be found through this URL: https://www.millwork.com/customer-service#returns

Because I don't have a recording of the call, I can't know for sure what was asked, how it was asked, and how it was addressed. But what I can say is that our team operates with integrity and is committed to helping customers find the products that suit them. Returns are often not required because our team does a great job of qualifying projects to help our customers figure out just the right product for their project.

For the inconvenience, I will be happy to waive the restocking fee as a goodwill gesture. This has been noted in your returns case. As well, the email you received with return instructions includes another URL that you can use to purchase a label through us. Because we ship thousands of orders, we receive better rates than the average customer, so purchasing a label through our account is more cost effective. Thank you for your time and feedback

Kody