Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Uploaded with attachments.

  Business Response

  Date: 01/02/2024

  Dear **************,

  Our company, Ready to Paint Cabinet doors, manufactures made-to-order cabinet doors in custom sizes. Each order is totally unique, and we allow our customers to order as many doors as they need with no minimum order requirement. We charge a $65 Order Setup fee for each order, which covers the time we spend putting together the Order Review, a document we share with the customer before we start cutting their ********************, thus giving them a chance to confirm all of the details are correct. Because orders vary from just one door to dozens of doors, we find this the fairest way to structure our prices, rather than building the Order Setup costs into the square footage price, which would inflate the cost of larger orders excessively.

  The Handling & Packaging fee covers the materials we use to appropriately package each order, which can vary from cardboard boxes to hand-built wooden crates. This fee is based on the total cost of the order, since a larger order will naturally require more packaging materials. Our rates for Handling & Packaging are outlined in the first section of our FAQs page.

  Our website is built on the Shopify platform, and due to the limitations of that platform, the Order Setup and Handling & Packaging fees will only be applied to an order of one door if the cart is refreshed before proceeding to payment. (This is not an issue for orders of more than one door, as the cart is automatically updated when each subsequent item is added to it, thus calculating and adding the Order Setup and Handling & Packaging fees.)

  We have tried to address this issue by including a prominent message at the top of the Shopping Cart page that says, There is a $65 Set Up fee and a Packaging and Handling fee on all orders except ****** Doors and IKEA Retrofit Doors. If you do not see those fees on this page please Refresh or Reload your browser window and it will update the cart. 

  Clearly, our solution has been proven insufficient, as the complainant still did not feel he had been adequately informed of the Order Setup and Handling & Packaging fees before he placed his order. We agree that we must do better, and we will be addressing this promptly by including additional information about these fees on each product page, prominently displayed above the Add to Cart button. We will also review our FAQs page to make sure these fees are clearly explained there.

  Furthermore, we will continue to look for ways of dealing with Shopifys limitations. We welcome any suggestions you may have for us as to how we can incorporate our standard fees to an order of one item without having to ask the customer to refresh their shopping cart.

  For this customer, we will proceed to manufacture his order without charging him an Order Setup or Handling & Packaging fee. We regret that we were not able to resolve this issue as quickly as he would have liked, having started our conversation with him about it yesterday. We are sending him the message shown below:
  
  "Thank you for ordering from Ready to Paint Cabinet Doors. We apologize for the frustration you have experienced and we regret that we have not responded to your concerns as quickly as you would have liked. We aim to respond to customer emails within 24 hours.
  
  We thank you for bringing to our attention the improvements that our website requires. We will be addressing this promptly by including additional information on our product pages and FAQs.
  
  For your order, RTP ****, we will proceed to manufacturing without charging you an Order Setup or Handling & Packaging fee, as you have requested. We will send you tracking information as soon as your order has shipped.

  We trust that this will resolve your concerns, and we hope you will be satisfied with our product once you receive it."
  

  Thank you,
  

  *******************
  Partner, Varcroft & ****** / Ready to Paint Cabinet Doors

  Customer Answer

  Date: 02/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************