Complaints

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

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Builders Surplus, Inc. has 5 locations, listed below.

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  Builders Surplus, Inc.

  94 Industrial Lane West Warwick, RI 02893

• 

  Builders Surplus, Inc.

  2457 Post Road Warwick, RI 02886-2214

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  Builders Surplus, Inc.

  29 Summer St Lunenburg, MA 01462-2331

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  Builders Surplus, Inc.

  2 Conduit St Central Falls, RI 02863-1220

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  Builders Surplus, Inc.

  6 Mathewson St Jewett City, CT 06351-2228

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:07/21/2023

  Type:Delivery 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.

  On 06/06/2023 I visited builders surplus in ******* **. I spoke with *** and ordered 3 stock windows and 3 custom order windows. I was told that the stock windows would take about a week to come in (took over a month) and the custom order window would take longer which was understandable. The custom order windows I ordered were 2 28 1/2 x 56 1/2 and one 36 1/2 by 56 1/2 window. When *** printed the order sheet it showed the 3 windows as one unit to which I was specific that they were three separate windows. He stated this is just how their system worked and that he understood they were individual windows. I then called on June 28th to see where the windows were as the contractor was waiting for them to start the work. I was told the 3 stock windows were still on order and the 1 window was being built. I again specifically stated they were 3 individual windows and the order was not put in correctly. I was then told the windows could be taken apart because they were only framed together. The stock windows came in 2 weeks ago without issue as they were a standard order. Today 07/21 when I arrived to pick up the 3 custom windows that were supposed to be taken apart, I was told that intact they could not be taken apart and there was nothing they could do. When confront *** about the order and our conversation he stated well thats how you ordered it so thats too bad. I specifically stated what I needed and that when I ordered it we talked about how he understood they were 3 individual windows. Now they want me to take an $800 window that was ordered incorrectly on their end with no recourse. NeverMind the disrespect from their employee.

  Customer Answer

  Date: 08/01/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/02/2023

  Hi, this is *************************** calling from Builders Surplus and ************. I am the president and owner of builders surplus. This is claim number ******** as follows.

  We spoke with our employee involved in the purchase as well as reviewed the paperwork trail of this transaction. The employee mentioned in customers communication with the Better Business Bureau is considered by our company to be a very courteous and professional individual.

  Our employee entered the order based on his understanding of what the customer wanted to purchase. That is a single window unit containing 3 windows and not 3 single windows as indicated in customers correspondent to better business bureau.

  But we believe that the customer acted in good faith at the time of his purchase, although the product described the customer confirmed and signed. 

  If the customer would like to bring back the window we will give him a credit towards the 3 windows he originally wanted , we would like to work with this gentleman 

  Customer Answer

  Date: 08/04/2023

  Hello *******. I would also like to work with builders surplus. The window was never picked up from the Warwick location. Im not sure of next steps but I would like to order the correct individual replacement windows so I may complete this job. Please give me a call at ************ to let me know the next steps. 
  

  Thank you,

  ****

  

  Business Response

  Date: 08/07/2023

  BETTER BUSINESS BUREAU  

  We have spoken with **** and have resolved the problem! 

  **** will be getting 3 new individual windows, in place of the old order! 

  We have ordered the new windows, and when they arrive at the store. We will call ****! 

  Sincerely 

  ****************************;

  Builders Surplus