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:07/11/2024

  Type:Sales and Advertising 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.

  We ordered a door through Millwork City on June 7 for $2183.55. We never heard anything from them and followed up on June 21. On June 23, we received a message stating that they no longer carried that door and would refund our money from *******************. We had still not received a refund by July 8 and so sent a message to them requesting the refund immediately. It is now July 11 and we have yet to hear from them, nor have we received a refund.

  Business Response

  Date: 07/18/2024

  The customer was refunded.

  The customer was provided the following message about their order:
  
  Refunds are done on Fridays according to our policies and last Friday we were closed for the July 4 holiday. The company accountant will be processing any refund from the last 2 weeks tomorrow, which is Friday. Our policies identify our refund policy.

• Initial Complaint

  Date:07/22/2023

  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.

  ordered piece of 5/4 maple from company on 5/29/23 order #***** for$129.05 that i never received

  Business Response

  Date: 07/23/2023

  We apologize for the fact that this order was not received by the customer. It appears that the order was not properly processed by our manufacturer, so we have requested the item be shipped out asap. Our offices are open from 9am - 5pm on Monday to Friday if the customer needs to communicate with customer service for any reason.

• Initial Complaint

  Date:02/13/2023

  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 made a purchase on their website on 12/11/2022 and did not recieve a order confirmation. So the following day I emailed their customer service with a screenshot of my order number. They proceeded to tell me that my order did not go through and that I need to place my order again, so I did with in minutes. I am not sure how much time passed but I received a order confirmation and shipping notifications on my second order. Then not too soon after that I received 2 deliveries, one for the order I was told never went through and my second order. I followed back up and sent them what they asked for and they told me that they looked up the order based on the name on my email and not the order number I provided them...... Their only solution is me paying for shipping and 30% restocking for their incompetence. I reported their charge at my bank and they disputed it and we are still out the full amount and stair parts that we can't use.

  Business Response

  Date: 02/13/2023

  This customer had refused to follow our return policy although we were initially willing to obtain the customer a return authorization. After refusing to follow our return policy, the customer filed a dispute with their credit card company indicating that they never received the product. We were able to prove to the credit card that the customer was lying about not receiving the order and the funds were returned to our account. According to our policies that the customer agreed, the return period has lapsed, and we will no longer accept the product for return. The customer is a deceptive person who we have no interest in helping in any way.

  Customer Answer

  Date: 02/13/2023

  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. 

   received the companies response, that they are lying about me saying I never received their product. I did and told them I did, they asked for the packing slip and I provided it to them.  The only reason I got the product twice was because they told me they never received my order and they told me to reorder it. All of the proof is in the pictures I loaded with my complaint. I gave them the order number that their website gave me when I ordered it,  I screen shot it from my phone.  I never received any correspondence from them in regards to that order,  it just showed up on my doorstep. I still have it unopened in the original packaging. 
  
  I did what they told me to do and now they are trying to double their money by making me pay up ship it back to them and pay a 30% restocking fee, so they can resell it again 
  
  I have now seen that I am not the only one that has had this issue with them and I am glad that I have the emails to prove they are lying and incompetent.
  
  Thank you for your time.  
  ************************ 

  Business Response

  Date: 02/14/2023

  The customer, ***********************, references many crossed stories representing her lies regarding our company. Customer claimed to their credit card company that they did not receive the order but in her BBB complaint, *********************** admits to receiving the product but unwilling to conform to the return policy that she agreed. The customers actions required our company to respond on (2) occasions to the fraudulent claim by *********************** that she did not receive the product according to the credit card dispute that she opened. The policies that she agreed to when purchasing on our website have been violated by her deceptive actions and the matter is closed on our end. The customer is dishonest, and we have proven our position with her bank.

  Customer Answer

  Date: 02/14/2023

  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. 

  I can not believe the response I am getting. At no point did I tell the bank I did not receive the product. I told the whole story that was documented via email between myself and Millwork City. If you (Millwork City) would have done your job correctly the first time and looked up the order I submitted by the order number that I had sent you and not my email address, we would not be in this situation. The fact that as a business you feel it is appropriate to scam people out of money and then lie and name call is absurd. Especially since you have the same emails I do and you have zero proof of the things you are claiming. If you were to review our email correspondence, you would know I am right. Keep up the good work!