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Business Profile

Natural Stone

Quarry Brothers

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Natural Stone.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:11/06/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    In August of 2024 I paid $1105 for 2 pallets of wood pellets for heating my home. I was told at that time that they were in stock and that they would be delivered in *** with another order from my town. Its now November 6, 2024. No pellets have been delivered. I have called multiple times and tried obtain a delivery date but they cant provide that info. They have been nasty about my calling to try and get this product delivered. ITS now the heating season and Im literally left in the cold.

    Business Response

    Date: 11/14/2024

    When you ordered you received a discount for being flexible on when you receive your delivery. Unfortunately, wood pellets are an exceptionally low profit margin item, and we have to deliver it as efficiently as possible. We do this by matching up loads with other customers in your town and even by the street. We do not give delivery dates period as we do not know when it will ship until have, we full truck loads to each town or in many cases several truck loads per town. If you were that unhappy would have been more than happy to refund you 100% of the money and cancel the order.

    In resolution to all of this, I looked up your order in our system and it was delivered on November 11th along with other happy customers in the ****** area. In the future, we always have those pellets in stock so I would suggest picking up next time if you cannot wait. Thanks

    Customer Answer

    Date: 11/14/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
    The issue is unreasonable delivery time.  I do understand what was stated at the time the money was paid mid August.  The issue is waiting 3 months and well into heating season for delivery 11/11 which is not reasonable.  Your profit margins and delivery truck issues shouldnt be what is spoken of when a customer calls and asks where their product is. Ill pay more from another vendor that delivers in a reasonable timeframe in the future
    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *****

     

     

    Business Response

    Date: 11/18/2024

    We were trying to explain the reality of the situation and how the entire industry is. You had two choices either receive a complete refund or wait for the pellets to be delivered. We did our part and delivered what you paid for at a discounted rate for being flexible on the delivery time.

Quarry Brothers is NOT a BBB Accredited Business.

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