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Business Profile

Wood Product Sales

The Wood Reserve

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wood Product Sales.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Delivery issue!!Order for one cabinet was placed on 7/27/24 with a 10 to 12 week delivery time frame. An order acknowledgment was never received. I sent a follow-up e-mail requesting an update regarding the delivery status. on 10/28/24. On 10/29/24 I was told that the main cabinet builder had an unexpected surgery. On 12/6/24 and on 12/7/24 I requested another update and was told that my e-mails accidentally ended up in the spam folder and (again) that the cabinet builder has had surgery, so they never received them. There were no updates on the delivery time or else. On 12/18/24 I was told that the cabinet is scheduled to ship 12/23/24 and that I would hear from the shipping company soon. On 01/06/25 I requested another update - no response received! I sent another e-mail 1/9/25 and left a voicemail,still no response. 1/11/25 I sent yet another e-mail and left another voicemail. To date I have not received a response or any hint as to when this order will be delivered. Mind you, the order was placed July 24, 2024. Now it is January 11, 2025 = 5-1/2 month, no update. The company is evasive at best in giving any form of information regarding their shipment This is unacceptable!!!!

    Business Response

    Date: 02/05/2025

    We are very sorry for the delay with this order. Our customer is correct that there was a delay with the order due to our cabinet builder having an unexpected surgery. We made our customer aware that there would be a delay and we were not asked to cancel the order. We would have been more than willing to cancel with a full refund. We were able to complete the order and it has since been delivered and accepted by our customer. We apologize for any inconvenience caused by this delay. Our timelines are back on track now that our builder has fully recovered.

    Customer Answer

    Date: 02/05/2025

     
    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.

    It took the Wood Reserve more than eight months to deliver a custom made pantry!!! The delivery time on their website at the time of order was listed with ***** weeks.

    Sincerely,

    ********* ********* M

  • Initial Complaint

    Date:01/19/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    ** Oct 2023, I completed an online inquiry with The Wood Reserve inquiring as to the ability to customize a kitchen hutch (********************** ). Within hours, I received a callback and was told that my requested modifications (shaker doors, euro hinges, non-distressed white on all surfaces but counter) could be accommodated at no additional charge. My credit card was billed for the full amount of $2298 that same day - 10/10/23. On 11/12/23, I emailed the company requesting the shipping status and noting that I had not received an order confirmation. The following day I received a copy of the order confirmation and a second email stating that the hutch was "coming along great" and should be "getting close to completion." On 1/9/24 I sent another email requesting an update - I received no response. On 1/15/24 I called *************) and left a voice message requesting a status update - I have not received a response.

    Business Response

    Date: 02/01/2024

    Hi *****,

    I am very sorry that you didn't receive a response when you reached out this past month. I was out for about a week in January and your email must have been missed when I was trying to catch up after returning. I do remember returning your call that following week, but I don't think I got through to anyone.

    We take customer service very seriously and am truly sorry about this. 

    In response to your question about the status of your order, we coincidentally had your order picked up this week by the shipping company and it is currently in transit to your location.

    The carrier will be reaching out to set up a delivery appointment, but I will reach out to you by email as well to help clear up this issue.

    I am very sorry again for any inconvenience.

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

    Owner, The Wood Reserve

    Customer Answer

    Date: 02/12/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that the plan of action is satisfactory to me provided that they complete the delivery of my order as communicated.

    Sincerely,

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

The Wood Reserve is NOT a BBB Accredited Business.

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