Complaints

This profile includes complaints for Curtis Lumber Company Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Curtis Lumber Company Inc. has 22 locations, listed below.

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• 

  Curtis Lumber Company Inc.

  885 Rt 67 Ballston Spa, NY 12020-3689

  
• 

  Curtis Lumber Company Inc.

  6236 State Hwy. 5S Fort Plain, NY 13339

  
• 

  Curtis Lumber Company Inc.

  185 River St. Warrensburg, NY 12885

  
• 

  Curtis Lumber Company Inc.

  1314 Route 9 Schroon Lake, NY 12870-0536

  
• 

  Curtis Lumber Company Inc.

  1294 State Highway 12 Greene, NY 13778

  

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:05/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 tile for a bathroom remodel. Coordinated tile around tub and floor to complement each other.Order was placed on 2/22/2023. Picked up order on 3/18/2023. The floor tile was not what i ordered and one box of the tub tile was broken. I informed them the same day the tile was wrong,they would look into it and reorder the correct floor tile. A couple of days went by i called them back, they stated i was quoted the wrong price on the flooring i wanted. The flooring i wanted was a1000.00$ more than what was quoted me. I stated that was out of my budget. I never would have purchased the tub tile nor the floor tile if i was quoted the correct price. Way out of my budget. Curtis lumber returned the floor tile but state they will not return the tub tile as it was what i ordered and it was a special order. I stated that i would not have order anything if i had known the correct price on the floor tile. The bottom line the sales associate order part of the merchandise incorrectly. To make it correct i would have to spend another 1000.00$. I stated i just wanted to return everthing. I was told that was not an option even though the mistake was on them. Tile was purchased at Curtis Lumber
  *** ***** ** ******** *** ** ***** ************ ***** *********** ********* 

  

  Business Response

  Date: 05/08/2023

  The 12x24 floor tile that
  Curtis Lumber ordered from our manufacturer, ******* **** ********************
  for ***** *****, also came in an enhanced detailed version of the same tile,
  only at a much higher price point.  ******* **** would have had enough
  quantity of the tile to fill Ms. *****’s order, but that specific tile was also
  a discontinued tile.  The tile we did order for Ms. ***** from ******* **** ***************** comes in the same color, without the enhanced detail and
  at a lower cost.  We ordered the 6 boxes of the **************, received
  it, delivered it, and once Ms. ***** received it, she realized it was incorrect
  and she contacted Curtis Lumber Specialty Salesperson, Kianna W****** to report
  it. The total retail price for
  the 6 boxes of incorrect tile was $681.92.  Ms. ***** was insistent that
  she did not want this tile and wanted the enhanced version that she originally
  saw.  Kianna quoted the price of the enhanced version tile for Ms. *****
  which came to a total retail value of $2,162.92  (a difference of
  $1,631.00).  Kianna then made the following offer to Ms. *****: Return
  the incorrect tile to ******* ***** Curtis
  Lumber would issue a full refund or credit of $681.92 to Ms. *****. Ms.
  ***** could apply the full refund/credit to a new order for the enhanced
  tile. Curtis
  Lumber would offer a discount on the new tile, but Ms. ***** would be
  responsible for the remaining difference.  Ms. ***** was not willing to
  accept the above offer and stated back to Kianna that she would like to return ALL
  of the tile, which included wall and niche tile.  Again, we offered to
  return the incorrect floor tile with a full refund as originally
  offered, and that given the situation we would return the special-order
  wall & niche tile as well, however there would be a re-stocking fee
  associated with the return of the wall and niche tile only. Following that conversation,
  when Ms. ***** and Kianna spoke last,  Ms. ***** stated to Kianna that she
  had “ figured it out,” and that she, “really needed the tile right away
  and found one somewhere else that she liked, so she was all set, and was going
  to keep the wall & niche tile, and would just like to return the 6 boxes of
  the incorrect floor tile for a full refund,” which Curtis Lumber processed and
  Ms. ***** received on 4/5/2023 in the amount of $681.92.  Curtis Lumber
  Invoice ************* 

  

  Business Response

  Date: 05/17/2023

  As
  stated in the response that was submitted to the Better Business Bureau on May
  8, 2023, “we would return the special-order wall & niche tile as well,
  however there would be a re-stocking fee associated with the return of the wall
  and niche tile” as this was chosen and agreed upon by the client, the floor
  tile in question that was also mentioned in the response was credited to the
  customer on 4/5/2023 in the amount of $681.92. 
  Curtis Lumber Invoice #************ Items
  that would be up for return from original invoice #*********************** * ********* (NICHE TILE) – QTY = 3 SHEETS ************ * ****** ***** ***** (WALL TILE) – QTY = 8 BOXES A
  total of $707.81 (this amount includes the Curtis Lumber restocking fee) would
  be returned to the client if they wish to move forward with this proposal. If
  the client wishes to move forward, please contact Curtis Lumber to have all the
  needed paperwork prepared and Ms. ***** will be responsible for delivering the
  niche tile and wall tile products to the Curtis Lumber Ballston Spa store
  location. To
  initiate the return, please contact: Curtis Lumber Co., Inc. Dan
  N***** – Branch Sales Manager *** ** **
  ******** *** ** *****
  ***  ************

  Customer Answer

  Date: 05/18/2023

  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. 
  
  Regards,
  
  ***** *****