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Business Profile

Lumber Store

Ashby Lumber

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lumber Store.

Complaints

This profile includes complaints for Ashby Lumber's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ashby Lumber has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:07/02/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      Dear BBB,I am writing to file a complaint against Ashby Lumber Company for their discriminatory practices and subpar customer service. Despite having competitive prices, they refused to sell to us solely based on our East Coast location. We had arranged for a third-party company to pick up the paid order and ship it to our job site, but Ashby Lumber Company refused to fulfill the order due to our out-of-state location.I find this decision unacceptable and discriminatory. Their team was uncooperative and treated our reasonable requests with suspicion. As a customer, I expect professionalism and fair treatment. Ashby Lumber Company's actions have caused inconvenience and delay in our project. I request the BBB to investigate this matter and take appropriate action to ensure that Ashby Lumber Company adjusts their business practices to be more inclusive and customer-friendly.

      Business Response

      Date: 07/02/2024

      Dear BBB,

      We appreciate the opportunity to address ********************** complaint regarding Ashby Lumber *********************** does not engage in discriminatory practices, and we are committed to providing GREAT customer service. The decision to deny Mr. ******** order was not based on his location but rather on our policy to prevent fraud.
      Our policy to refrain from shipping out-of-state and requiring in-person credit card verification for first-time customers was implemented to protect our business. Due to an increase in fraudulent transactions involving remote purchases and third-party pickups, we established these measures. These scams often involve stolen credit cards and untraceable transactions, leading to significant financial losses.

      Mr. ******** request to ship lumber to **************, which is outside our local delivery area, posed a potential risk. Despite his willingness to use a third-party trucking company, the lack of in-person verification heightened our concern. This is a standard policy that applies to all customers, regardless of location or background.

       

      Best regards,

      *********************

      Vice President ***** & Marketing

      Customer Answer

      Date: 07/03/2024

       
      Complaint: 21934143

      I am rejecting this response because:


      Dear Ashby Lumber Company,

      I am writing to reject your response to the Better Business Bureau's complaint investigation. Your claim that you denied providing a quote to Everlasting Millwork due to suspicions of a scam is unfounded and unacceptable.

      I had simply requested a quote for materials, including estimated weight, to facilitate shipping arrangements with a third-party company. This is a standard business practice, and I have successfully conducted similar transactions across state borders.

      Your team's rudeness and disrespect towards my staff are inexcusable. Your company's actions and assumptions are based on ignorance, and I believe they are tinged with racism due to our East Coast location.

      Let me reiterate that if we were to proceed with an order, we would ensure that all necessary clearances and confirmations are obtained before dispatching the third-party shipping company.

      Your company's lack of professionalism and poor customer service are evident. I expect a more satisfactory response and resolution to this matter.

      Sincerely,
      JR
      Everlasting Millwork LLC

    Ashby Lumber is NOT a BBB Accredited Business.

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