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:10/16/2024

  Type:Product 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.

  This is a very complicated story to tell with only ******************** a nutshell My husband and I purchased a door from RealCraft, we paid more than $10,000. I made every attempt to request a gray door with beautiful wood grain. The sample I agreed to is not on their website, it was provided to me by ******* ***** the ****************** Experience Manager. This sample was additionally mailed to me. ******* referred to as Grey Accoya and with ****** *******, *************** Consultant/sales *** I was working with as a Gray door. I had several conversations with both ****** and ******* that I wanted a gray door. What was delivered to us last week was not a gray door. A door with two colors was delivered, blonde and brown wood colors. I never made a request for anything remotely like this. In my communication with ****** ******* I requested the door as indicated from the sample provided by ******* *****, Tinted Accoya Osmo - Oak 3164. It was never explained to me that the sample was in fact an Accoya wood that was impregnanted with gray stain, gray stain throughout, ******* knew this, I did not. There were essentially two errors made by RealCraft a miscommunication regarding their sample and the creation of a door with either two wood stains or two wood species, none of which I EVER requested. We are trying to get estimates from local experts as to whether or not we can restain the door to achieve the color I originally requested. Because the door may be two different wood species the look I want may not be possible. I am requesting one of two outcomes a refund of 50% of the total cost of the door or a full ***lacement of a door created to correct specifications I originally requested at the entire expense of RealCraft.

  Business Response

  Date: 11/01/2024

  At RealCraft, our mission is to deliver beautiful doors tailored to our customers' expectations. We have a thorough process with multiple steps for reviewing and approving details to ensure each project is accurate before production. In this case, the project was built based on the CAD drawings that were reviewed, signed, and approved. Heres a summary of key points:
  
  Order Authorization: Only the authorized person on this account can approve and sign off on final invoices and drawings. This step is critical for maintaining clarity and ensuring accuracy across the project.  The designated authorized party on this project was noted as being the contractor, although it was the homeowner who initially requested samples.
  
  Order and Invoice Details: The initial invoice and all subsequent invoices specified Accoya wood with a natural stainthere was no mention of a gray finish. Additionally, the request for a stained oak sample on June 10th further confirmed these specifications, superseding prior feedback on the gray sample. The earlier gray sample was in no way represented as being gray wood, but a gray stained Accoya.
  
  Sample Approvals: Later confirmation was received that the clear-finish Accoya sample looked satisfactory. The CAD drawings provided also reflected a natural finish, and these were reviewed, approved, and signed accordingly.
  
  Production Details: The Accoya wood selected features natural variations in tone, with both blonde and darker hues that can become more pronounced after staining. This variation is inherent to the wood's character and aligns with the approved natural finish on all final drawings.
  
  Our review process ensures each project detail is confirmed before production. While we are confident these steps were completed accurately, we are committed to your satisfaction. Wed be happy to provide, free of charge, a stain that can achieve the gray finish you desire, and were available to guide your contractor on sanding and refinishing if needed.
  
  We value your vision and are here to support you every step of the way. Please let us know if we can be of further assistance.
  
  
  
  
  

  Customer Answer

  Date: 11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  There is no issue with the approval of the CAD Drawings.  The issue is that the door was constructed with the incorrect wood species.  I selected and approved Tinted Accoya Osmo Oak 3164 as written on the sample provided to me by RealCraft.  The error is that RealCraft does not have a system in place that allowed its staff to properly distinguish between the two Accoya *****.  ****** ******* was notified by myself and ******* ***** of my selection of the Accoya wood sample identified as Tinted Accoya Osmo Oak 3164, and was told numerous times by myself that I wanted a grey door.   She failed to not only take any notice of my request, she seemed to disregard in staff communication of my request as well.  The Samples are not distinguishable and she confused one for the other.  Whatever systems that were supposed be in place to insure quality delivery of the door I requested were not employed.  
  
  Please reference the enclosed documentation:  IMG_0602.jpeg is a photo of the sample provided to me by ******* ***** and item-006.pdf is the receipt for the sample.   Notice that the sample is not identified as Gray Accoya or Natural Accoya, it is identified as Tinted Accoya Osmo Oak 3164 on the sample and the receipt :  Select Wood Species: Accoya  Finish Option: 1x **** **** Wax  Finish Transparent - Oak/5ml Sample  Kit (SKU: FIN-OSMO-WAX-3164-TEST).  Also please notice the img SFP_Accoya.jpeg is a photo from the lumber supplier of RealCraft ********************** and they identify the wood species thusly: Accoya Color Grey A1 Lumber and Accoya Wood A1 Lumber.   This absolutely demonstrates a huge failure with the ordering of my door and its construction.  Again the door was built with the incorrect wood and stained in a way that I additionally did not request.  I wanted and asked for a grey door.  The door I received was not at all grey.  It has two tones of wood stain, the stain was to be applied universally over the entire door, not on specific portions of the door.  Item-016.pdf the non grey, two toned door built with the incorrect wood species.
  
  Sincerely,
  
  ****** ****** ******

  Customer Answer

  Date: 11/12/2024

  I am reaching out to update you that the owner of Real Carriage Door Company Inc., Don R*** has contacted me after receiving my demand letter.  He has offered to remake the door and has acknowledge errors from his team and confusion they feel was caused by communication with myself, my husband, and the office manager of our contractor, ********* ******.  I am accepting his offer.  Case # ********.
  
  Thank you so much for your assistance.
  
  The Better Business Bureau was very helpful.
  
  
  

  
  

• Initial Complaint

  Date:06/27/2023

  Type:Product 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 placed an order with ********** for $498.36 on June 12. I received the order successfully. However, upon assembling everything, I learned that some of the barn door hardware I received was not compatible with ************** door hardware I received. Furthermore, one of these incompatible items was a safety feature. Since this safety feature could not be installed, it compromised the safety of the entire system.I emailed the company asking for a refund for one of the hardware items, as they did not indicate on their website that the items I purchased together were not compatible with each other. I also alerted them to the safety issue. They responded by acknowledging one of the incompatibilities (they denied the other and did not address the third) and saying that they do not refund already-installed hardware. Despite multiple attempts to explain the situation, their response was the same.I maintain that it was impossible for me to know the items were incompatible until installation and they made no effort to inform customers or prevent them from purchasing incompatible and unsafe items. I would like a full refund of my order for these reasons. I would also like them to stop selling unsafe items to other customers. More details about the three specific hardware incompatibilities are below:1. The soft stop hardware is not compatible with the Aero Hangers, as the distance from the soft stop hardware and the door is too great -- even after adjusting the trigger to its maximum height. 2. Furthermore, the soft stop hardware is not compatible with the adjustable end stops, as there is only room for one or the other on the track, not both.3. The anti-jump discs do not work with the Aero either. The discs are both too short in height (they come nowhere near the track) and too wide in diameter (the Aero hanger doesn't leave enough room on top of the door).

  Business Response

  Date: 07/07/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by ******************* regarding their recent purchase from our company, RealCraft. We take customer concerns seriously and appreciate the opportunity to address the issues raised.
  
  Upon receiving initial communication from customer on June 26th regarding want to return,we promptly reviewed their concerns in accordance with our established guidelines. Initially, based on our policies, we indicated that we do not accept returns for previously installed items. However, after further dialogue with the customer, we understood the specific compatibility issues they were experiencing.
  
  We would like to emphasize that the incompatibility between the Aero Hangers and the anti-jump discs, as claimed by the customer, is simply not accurate. These compatibility concerns were primarily related to installation issues rather than a fundamental incompatibility between the two items. We made efforts to convey this information to the customer during our interaction.
  
  We would like to clarify that our website provides comprehensive information about product compatibility to ensure transparency for our customers. On the product page under the "More Info" tab, it is clearly stated that the adjustable end stops and soft stops are not compatible with each other. This information is also included in the user guide, which is emailed to customers and can be found on the technical tab of the product page.
  
  Furthermore, in response to customers dissatisfaction, we decided to step out of our policy guidelines and offered them return information on June 27th. Our intention was to find a fair resolution and address their concerns promptly. We believe we acted in good faith, taking into consideration the guidelines stated on our website, while also understanding the frustration the customer experienced.
  
  We sincerely regret the customer had an unsatisfactory experience with our products, and we apologize for any inconvenience caused. As mentioned in the email sent to them on June 27th, we will refund customers money upon receiving the returned merchandise back.
  
  We would like to assure the Better Business Bureau and customer ***** that we are committed to continuously improving our customer experience and product information. We appreciate their feedback and will take their comments into consideration to enhance the prominence of compatibility information available to our customers.
  
  Thank you for bringing this matter to our attention. We value our relationship with our customers and strive to provide exceptional service. Should you require any further information or assistance regarding this complaint, please do not hesitate to reach out to us directly at ************

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20240284
  
  I am rejecting this response because the business is failing to admit the safety issues and their errors. They are further requiring that I pay for return shipping and restocking for an error that was solely theirs. Were I to do this, I would receive almost no compensation for the returned items. The business must accept responsibility for their products and their customer service.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/07/2023

  Dear Better Business Bureau, 
  
  I write on behalf of RealCraft in response to the concerns raised by ***********************, which have been brought to our attention through your office. We take all complaints seriously and appreciate the opportunity to address the matter again. 
  
  Safety Concerns: First and foremost, the safety of our customers is paramount. Based on our internal review and available information, the issues the customer encountered appear to be linked to non-adherence to our installation instructions provided, rather than a product defect. We ensure that all our products are accompanied by clear and comprehensive installation guidelines to mitigate any potential risks. 
  
  Product Installation and Return: We understand that the customer has already installed the product,thereby using it. Our return policy, which is communicated transparently to our customers prior to purchase, clearly states that we do not accept returns on products that have been previously installed. This is to maintain the integrity and quality of our products for all customers. 
  
  Return Policy: Our return policy is clearly communicated to all customers prior to purchase, ensuring transparency and understanding. The 25% restocking fee is standard practice and covers processing overheads. While we empathize with the customer concerns, it is important to reiterate that our return policy is in line with industry norms. 
  
  Shipping Costs: As per our established policy, return shipping costs are typically borne by the customer. This is standard across many industries and is necessary to maintain the affordability and quality of our products. 
  
  However,in the interest of maintaining good customer relations and ensuring satisfaction, we are willing to wave the restocking fee associated with the return upon return of the product.
  
  In conclusion, while we respect and value the opinion of every customer, we firmly believe that our practices are both fair and transparent. We are committed to upholding the highest standards of product quality and customer service, and we are willing to work collaboratively to find a resolution to this matter. 
  
  Thank you for facilitating this dialogue. We look forward to your acknowledgment and appreciate your ongoing commitment to fair business practices. 
  
  Sincerely, 

  RealCraft

  Customer Answer

  Date: 08/21/2023

  Unfortunately, the business is not being truthful. They made no effort to obtain any information from me about the safety issues I encountered and therefore would not be qualified to comment on whether the issues were due to non-adherance vs. a defect. 
  
  In regards to their return policy, it is reasonable in many situations. However, specifically in the instance of errors made by the business itself -- namely, selling and shipping incompatible products together -- the customer should not be penalized. Instead, the business should assume responsibility. Businesses with integrity are willing to admit fault and learn from their mistakes rather than blame others.