Complaints

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• Initial Complaint

  Date:06/18/2024

  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 visited Shell Lumber around 02/06/24 looking for a specific door. I was referred to *************************(Salesperson), He emailed me the links of all the providers of doors and told me to email him the door I wanted.I emailed him with a screenshot of the Style I needed. I never provided him with any other style.I received different quotes because I went from a single door to a double door.I placed my order on 03/12/24 and pay $4071.35 and was promised it would *********** weeks. 04/19/24. The door arrived damaged. They sent pictures of the damage but not of the full door. I requested a replacement.A week later we received a wrong door and ******* agreed to replace the door.05/20/24 I was informed that the door was ready. I went to pick it up and it was the wrong door again that we had previously returned.**** (******** Supervisor) was informed of the situation. Later that day **** called me and informed me that ******* was saying that the door at the warehouse was the one ordered and signed by me. Now they want me to accept a door I never requested. I contacted **** (General Manager of Shell Lumber) through email to resolve the situation and he also stands behind their salesperson ******* and has refused to give me a refund.Im placing a claim because of the following reasons:#1 The item was not as specified by my order.#2 The item was not delivered as promised by 04/12/2024.#3 The item is at a shell lumber distribution center and I never accept it.#4 I gave the company ample time to fix their mistake and they now blame it on me and refused to process a full refund of the item. Their reasoning is that the items size was custom made for my order. I did send a custom made size order but not for the item they wanted me to accept.(CDS *************** Solutions is my company, I communicated with ******* though my companys email)Pls see attachment for detailed email conversation of the order with ******* and a long version of this letter.

  Business Response

  Date: 06/27/2024

  Good morning *******,
  
  First I want to apologize for this negative experience you had at one of our retail stores. We strive to provide great customer services day in and day out to the over 800 customers who visit our stores daily.
  
  Normally these types of issues are handled by our department managers, like Izzy our sales manager and ******* our sales supervisor. However I understand the situation as ******* was the salesperson on this order. I have looked into this matter and order history to better understand where the order went wrong.
  
  After speaking with both **** and ******* regarding this order and the issues that occurred, they both agreed with most of your statements below. However ******* stated he had provided another cost affective option for a similar door. I was shown quote options for both the original requested door **** 90 on the original estimate created on 2/29/24 at 8:58am with a price of $4,175.00 and then shown the revised estimate created on 3/5/24 at 10:07am with a price of $3,805.00 for a Full Lite door, which ended up being what was ordered and signed for on special order document created on 3/13/24 at 8:45am. see attached
  
  These estimates and timeline collaborate with ******** statements about a request of changing the door style from a Nova 90 a 1-lite over 1-panel style door to the similar less expensive door style of a Full 1-lite door that was signed for and ordered. Im not saying this is what happened or that these were the conversations you had with ******* throughout your order process, unfortunately we do not record phone conversations, I can only go by the documents that were presented to me in my review this morning of this order for your special order door unit. Furthermore, it is very common for customers to request other options of their request item(s) in the estimating process in our retail stores.
  
  Unfortunately because this unit was a special order door,pre-hung and machined prep to your specifications our supplier will not take the unit back for a full return refund as you are requesting. Im open to work with you on the discount amount **** offered, if youd like to special order the Nova 90 style door unit and a partial discount/refund for this full 1-lite unit for the delays the damage to the original door received caused you.  
  
  Again I want to apologize for the inconvenience and frustration this order has caused you.
  
  
  Thank You,
  
  
  ***********************
  GM/Director
  
  Shell Lumber & Hardware Company
                   2733 *************************;FL. 33133.
  Toll Free: ************              
  Phone: ************, Ext.# ***
  Fax: ************
  E-Mail: *******************************************************
  Web-Site: www.ShellLumber.com
  
  P Please consider the environment before printing this e-mail.