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Business Profile

Builders Hardware

Builders Surplus

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:05/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On December 12,2023 my husband and I visited Builders surplus in search of replacement front doors for our home. We found a door we liked and sales person said due to a Chinese new year delay but we would have by April . We paid the total price for the door $5,725.38. When April came and we had no update I contacted builders surplus several times. I did not get a good response so my husband and I went to the store , mid April, and spoke with a manager ****** who then told us that we should check back when *** came in. Checked back in *** was told by salesperson he didnt know when doors would be in maybe by June?? But he could not predict . When asked for my money back they refused saying I knew there would be a delay. Then they came up with a new date that my door should really be on the ship but could not ensure it would not be further delayed They are saying my door should be on the next boat. So paid almost $6k in December .. have gotten different dates of delivery since first date told of April ., still no door and no definitive deliver date . Refuse to give money back .

  • Initial Complaint

    Date:01/11/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On October 29th, 2022, I went to Builders Surplus to purchase some bathroom tiles. While I was picking out tiles, I was approached by an employee named ****** who started to assist me. After I chose the tile that I wanted ****** stated that he would get the tiles together for me, but he had something else going on with another customer. I paid for the tile and decided I would return on Tuesday to pick up the tile. I called ****** on Tuesday to make sure the tile was for pickup. ****** then informed me that the tile in the boxes weren't all the same and he didn't have time to sort through, however, I would have to come help him sort it out which I refused to do. I went to the store and spoke the manager ***, who told me that I would have to sort through the tiles myself. I was told that due to their, no refund policy I wouldn't be getting a refund. I never took any tile from the store and there wasn't a sign telling me that the tile that was bundled together isn't all the same. I disputed this with my bank and was denied my money back. Can y'all assist me with recovering my $682.27 for tiles that I never received?Thank You,***************************

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