Complaints

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.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair 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 am so disappointed. 23 years ago I built my home with all bedroom doors, closet doors, exterior doors ... from Lafayette Wood-Works. I was extremely satisfied with the service, the product, and the overall company. At present, I am doing a 1400 sq ft home addition and I went back to Lafayette Wood-Works to match the interior door styles for bedroom, bathroom, and closets. $8,000 worth of doors. I ordered the doors in advance and was told the doors would be delivered to the job site in three weeks. That was A MONTH ago. Doors are overdue by a FULL MONTH. I am still waiting on bedroom closet doors. My calls are never returned. I have to repeatedly call. I have gone to the office/store location twice to get firm dates and I have been given THREE different delivery dates that have come and gone. I called a moment ago and my salesperson wouldn't even answer my call, but relayed a message through the front desk person to tell me that she was with a customer (remember I am a customer) and that my doors still have not come in. I was told (third date) that my doors would be in TODAY. I am now having to pay my contractor for defaulting on my contracted dates for materials and delays on the job. Lafayette Wood Works failed me and my family this time. They did not deliver the products (doors) as contracted and promised. They did not keep good communication on any delays or expected delivery date changes. They did not work with me to find good alternatives or options. And most of all they have lost my respect for them as one of the premier wood work / mill working companies in the Lafayette area. As I write this review.... I still do not have my doors. Very unsatisfied customer.

  Business Response

  Date: 03/31/2023

  We are sorry to hear that Mr. ******** feels disappointed in the service that LWW provided. He placed an order for doors on January 19, 2023, our lead time is approx. 4 weeks. The first glass design that Mr. ******** chose for his metal door was no longer available, we contacted and presented him with other options to choose a different glass. We refunded him the difference in price on that first design because he elected to go with a less expensive option. We produced and delivered the doors that we had in stock and were able to get out in less than the four week lead time. However, there were two pairs of doors that had to be backordered because our vendor pushed back the ship date that we were initially given. In the last three years, this has become pretty common for estimated lead times to change and is completely out of our control, which is why we cannot and will not guarantee delivery dates. Mr. ******** contacted us on Friday, February 10, 2023 in regards to his metal door that he received was dented and scratched, we offered to order him another door to replace that one, but he chose not to and asked for a discount which we came to an agreement on of $400. The credit was issued to his credit card on Monday AM, February 13, 2023. Although, the backordered doors did take longer than expected and ship dates pushed back a few times by the vendor, which Mr. ******** was notified of (he didn’t want to accept that information but was told), we did get the doors produced and delivered as soon as we received them. We feel that we did everything in OUR control to get his doors to him as soon as possible. 

   

   

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19493456
  
  I am rejecting this response because: I made multiple attempts to call, email, and also visited. Calls were not returned. Emails were not responded to. Therefore, I visited the store/office. Good customer service is important. Responding to customer telephone calls and emails are important. I was told that my order was received by the supplier, but would not fit on the truck for the day's delivery, and would be shipped from the supplier on the next truck in 7 days.

  I then offered to personally send one of my employees to pick up the doors from the vendor which I was told was within a 60 mile drive radius. At that point the salesperson lashed out in tone and language stating that they would not allow me to pick up the doors from the supplier. I responded in similar tone. The salesperson rudely hung-up the telephone. Lafayette Woodworks employee's should be professional at all times, and if they speak rudely and unprofessional to customers they set the tone for an equal and similar response.

  After making multiple calls back to back (which should never be required to reach the office) I asked to speak to the office manager and was told that she would be out the remainder of the week. 

  Because the doors were not delivered on time I was billed an additional $740 by my contractor for construction delays and an additional $300 to install the doors that were late.

  Because the doors were not delivered on time, I am asking that Lafayette Woodworks be responsible for half of these charges and I will pay half.

  Sincerely,
  
  ****** ********