Complaints

This profile includes complaints for Southern Lumber Supply's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Southern Lumber Supply has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Southern Lumber Supply

  114 Zenith Rd Dothan, AL 36303-5728

• 

  Southern Lumber Supply

  PO Box 8009 Dothan, AL 36304-0009

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:02/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  I am in the process of building a new home. In early October of 2022 I began working with *************, a representative of Southern Lumber Supply to facilitate the ordering of my doors and windows.After several in person meetings, emails, and telephone conversations, my order was placed on October 21, 2022 with a projected delivery date of November 4, 2022.The windows were not delivered until December 19, 2022 Upon delivery, I saw that three of the windows were incorrect and tried to send them back. The deliverymen refused to put them back on the truck. They told me to call the office and then left before I could even make the call.I called Southern Lumber spoke to ******************* who told me the windows were special ordered and not returnable.Unfortunately, the items I received, do not match what I ordered as shown on the attached order form and manufacturer product labels.Item number 17, the 12 foot wide x 18 inch high 1 lite window, which was supposed to be a single unit, arrived as two separate 6 foot wide x 18 inch high units. Further, the two windows have low E glass, which was clearly not ordered on the order form.******************* informed me that the manufacturer did not make a window in this size, and typically just divided the measurement in half. I was not told this prior to ordering and no one ever contacted me regarding this nor gave me an opportunity to change my window design plan. Item number 16, the 12 inch high x 6 foot wide transom is the correct size. However, it also has low E glass, which I did not order.Having no other option, I attempted to install the two 6 foot wide by 18 inch high windows. I discovered that the mulling kit (which joins them) was not included. I contacted ****, and she had a mulling kit shipped to me . However, the kit had no installation instructions.The items I received, do not match the items I ordered, I will return the windows to Southern Lumber once a refund has been negotiated.

  Business Response

  Date: 08/22/2024

  Wanted to give an explanation for our company not responding to this complaint back in 2023.  The person and their email address that was listed with the BBB was not an employee that handled matters such as this and did not make us aware of any emails he received.  He also did not mention that the BBB had called and inquired about this complaint.  We now have the correct people's information registered with the BBB so if something like this happens int he future we will respond  in a timely manner.

  To the best of my knowledge this is the information regarding the complaint. 

  The customer came into store multiple times and was
  assisted with a custom window quote that eventually led to a window order. A
  window purchased was a double window with a transom above (the actual
  picture was on this quote) and she signed off on this.  Once this window
  came in, she realized it was 2 windows as ordered but wanted the transom above
  to be 1 piece not 2.  This would have been a 12’ transom and the window
  company could not product a transom this size that was one piece. She explained that this transom configuration
  didn’t match her design. We sent a mull strip in hopes it would better match
  her design, but she still wasn’t happy. We explained she could go with a
  different company and purchase a “store front” transom to sit on top of these 2
  windows but it would much more expensive. She checked into this but it was
  significantly more expensive and she was not happy. We apologized several times
  but felt we did all we could do based on the signature on the sign off and that
  it was a custom order. She wanted to bring this window back for a refund. We
  explained the vendor would not accept the return and if we could sell it for
  her, we would be happy to accept the return and then and only then would we
  take the window back and return her the money it was re-purchased for.