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Business Profile

Lumber Store

Schilling Brothers Lumber

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint 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 type

  • Initial Complaint

    Date:01/24/2024

    Type:Service or Repair 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.
    On December 13th, I went into Schillings to order a glass tile backsplash for my kitchen. The one I really wanted was not in stock, so I was told I would not get it until after the New Year and that the distribution center that it was coming from was located in *********, **, not far from my house. I placed the order with the salesperson *****. I asked if I could pick up the tile myself and not pay the delivery fee and was told no, but agreed anyway. A few days after New Year's, I called Schillings to get an update on an approximate delivery date and they told me January 17th, so I hired a contractor to come on January 20th.I began to remove all the old tiles from my kitchen walls myself on January 16th to save money. Removing the old tiles caused parts of the drywall to break, so i now have areas with holes and dents in my kitchen. When January 17th passed without any communication from Schillings, I had to call again. It was at this time, I was told there was a delivery issue and they were trying to get it off a container that was on its way to ********** and would not give me an exact date. I was naturally upset and had to cancel my contractor, who was also not happy. I was told someone would look into this and call me back with a date so I can reschedule my contractor, but again, no one did. Now today, after I called again, and spoke with *****, I'm told it may not be delivered until February 28th. Did they not order it the first time? Why is it coming from overseas when they told me it was *********? How come I have to keep calling for updates? Now I have holes in my walls for yet another 5 more weeks? This is horrible and I feel that I deserve a fair discount for my inconvenience and trouble.

    Business Response

    Date: 02/06/2024

    *****, 

    I apologize for the delay in getting your tile backsplash. The material you ordered comes from overseas on its way to the Illinois warehouse. As I am sure you have heard the global supply chain has been having issues and delays with ocean freight have become all to common. We will let you know as soon as the backsplash is received and are providing a 10% discount on the tile. If there is anything else I can help you with please let me know!

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

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

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

    Customer Answer

    Date: 03/06/2024

    Complaint: 21194702

    I am rejecting this response because: Hello, This is to inform you that I still have not received any refund, nor did I receive the tile. I got a phone call last Monday stating it was coming this week. It has now been almost 3 months.

    Sincerely,

    *********************;   

    Business Response

    Date: 03/07/2024

    *****, 

    I was happy to see that your husband picked up the tile today! We will send you a refund check for 10% of the purchase price so you don't have to return for your credit. I am very sorry for the delay in your order, and with the material being special order, unfortunately, we have no control over supply chain issues that can come up. Please let me know if I can help you with anything else!

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

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

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

    Customer Answer

    Date: 03/09/2024

     
    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.

    Sincerely,

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

Schilling Brothers Lumber is NOT a BBB Accredited Business.

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