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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/07/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
A kit purchased had a manufacturers defect in the construction. Doors were installed backwards and too small for the opening. One door broke apart trying to close it. When I provided a review stating the doors were inserted backwards and too small for the frame, they responded that they were rejecting the review stating it was my opinion only. Never offered to resolve. This was a sale item.
Business response
08/08/2023
Attached is a copy of ************************* review and our reply as well as a photo of the product in question. Upon reading the review it appeared to us to be a personal opinion or critique of the design of the structure, not an issue with damages to the structure as she is now stating in her claim with the BBB. As can be noted in her review she did not mention damages, a refund request or that the item was purchased in August of 2021, two years ago. Our return policy states the consumer has ******************************************************************************** defective item. This was the first we've heard from *********************. Nonetheless, in the spirit of good will, we would be happy to send ********************* a check for the cost of the kit. At this late date we cannot refund it to the credit card used for the original payment. Alternately, we would be happy to replace the product rather than refund it, just let us know which solution is preferred.Customer response
08/08/2023
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.
I just now opened one of the boxes ( I had ordered 2 kits) and started working on it. Refunding is satisfactory.I'll buy different doors for the 2nd kit when I start working on it.
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.