ComplaintsforMillwork City

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  07/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  Business response

  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

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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! 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 4 I made an online purchase for 2 kitchen cabinets and 2 matching trims. The website said shipping would be in 1-2 weeks. After paying for the order and waiting 2 weeks I contacted the merchant and the delivery was now scheduled for after June 1st. millwork city said 1 cabinet I ordered was back ordered. I waited for 3 months and on June 4th my order was finally delivered. My husband assembled 1 cabinet and wood glue was used. He opened the other cabinet and it was broken. Per the merchant we sent in photos of the damage and requested the broken side be replaced. They told us they would send a new cabinet and delivery would be soon. I explained I didnt need a cabinet just a side. I contacted them again this week to find out when the cabinet would be delivered and they dont know, its been 2 weeks already and they still dont know. I asked to send back the cabinet and was going to try and buy the broken cabinet locally but this line is not available anywhere so this is no longer a viable option. If I cant find the sink cabinet from this line the rest of the order is unusable. I feel I have been more than patient. I want to return the broken cabinet as well as the rest of the order. The merchant needs to arrange for a freight pick up for the assembled cabinet as there is no way to take it apart without breaking it. I dont feel I should be charged anything for shipping or restocking, and I should be refunded the $847 I paid. I feel its been 3 months longer than they stated for delivery and refunding me for just the broken item leaves me paying a lot of money for the rest of the pieces I cant use. This is a problem due to no fault of my own and I have been inconvenienced enough. I have also disputed the charge with my Discover card, they are also trying to resolve this and have issues a temporary credit.

  Business response

  06/19/2022

  The customer, ********************************* of Bronx,****, placed an order with our company for some cabinets and cabinet parts.When ******* Mauriello called into our office for an order status, she was advised by our customer service team that some of the items in her order were on back order. The customer, *********************************, was advised that she could cancel the order since Millwork City policies require customer orders ship complete, unless the customer advises our staff that they are willing to pay additional shipping for partial shipments. This customer advised our customer service manager that she would wait for stock to arrive and once the manufacturer notified our company of stock arrival, she was notified in advance that her products were ready for shipment. Staff conveyed verbal communications with ********************************* involved rude and demanding behavior during phone conversations.

  
  The order was shipped complete with one of the cabinets arriving damaged. The customer completed the damage claim form as required according to our policies. We processed an order for replacement of the damaged cabinet with our manufacturer and our customer service manager contacted *********************************, after which she indicated preference to receiving a refund for the damaged item. We contacted the manufacturer and cancelled the replacement order, but the return of the damaged item was required. There was a follow up with the customer and she was requested prepare the damaged item for pick up by the delivery carrier. ********************************* was advised that we would schedule the pick-up of the damaged item and once pick-up confirmation was received by the delivery carrier a refund would be processed.

  
  Generally, most customers would be satisfied that their concerns would be met and cooperate with our process. As our staff worked to coordinate the refund request of *********************************, she became more hostile once we sent a request for the damaged item be made available for pick **. ** fact, ********************************* of Bronx, **** made it a point to call into our customer service staff and berate a young lady on our customer service team into submission. Why would ********************************* of Bronx, **** have such an adverse reaction to our company complying to her request for a refund? Our company was trying to plan for return of a product the customer claimed as damaged,but we would be confronted only with demands, rudeness, and hostility.

  
  Or difficulties and unwanted chaos with ********************************* of Bronx, **** would only continue as she contacted the subject manufacturer and communicate the following statement: I contacted Millwork City on June 6th about getting a replacement side. They are claiming you are the problem.Stating you haven't responded with a delivery date yet.  Could you please tell me what I need to do to get this rectified? So, in ******* Mauriellos comments to the manufacturer, she is suddenly requesting a replacement cabinet side after we cancelled the replacement cabinet order with the manufacturer and agreed to refund her?  

  
  The subject manufacturer contacted Millwork City to confirm why the replacement cabinet order was cancelled and we explained that the customer cancelled the replacement cabinet, not us. Generally,our cabinet customers are cooperative with the processing of their damage claims,but in this case, it was our position to refund ********************************* so that she could purchase the item elsewhere. Our company has had to endure an extreme amount of hostility from ********************************* as our policies (which the customer agreed) reference how we deal with abusive customers who are not cooperative and/or threaten unwarranted chargebacks.

  
  The customer is not allowed to keep the damaged item and expect a refund. The customer will be refunded once the damaged item has been made available for return in unused condition.The customer is required to accept the call tag for the product return and make the product available for pick up on a date scheduled by the delivery carrier.Once our return policy for the damaged item been adhered to, the customer will be refunded. The customer is required to purchase the item elsewhere. We do not allow customers to call into our customer service team berate our employees.

  Customer response

  06/19/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  I feel I have waited 3 1/2 months for an order that should of been delivered in 2-3 weeks. I also dont feel Im being unreasonable when I ask for the delivery date of a replacement 10 days after reporting and documenting the damage. When I called to get a delivery date 10 days later the answer I got was that the manufacturer hasnt responded to their request. If the entire order cant be returned for a full refund obviously I need the cabinet. I want to be done with this transaction already, and they need to stop playing games and send a replacement in a timely manner or take the entire order back.
  

   

  Business response

  06/28/2022

  The customer received replacement parts based on our request to the manufacturer. The customer will not receive any refunds because they have refused to return the cabinet. The customer has filed a chargeback which will be handled according to our policies.

  Customer response

  06/29/2022

  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. 
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. 
  My situation has been resolved by me. This business is so poorly run the manufacturer has stopped working with them see attached email correspondence. They did nothing on my behalf, and are trying to appear as they did. They went as far as to correspond to the BBB stating I should source my cabinets elsewhere after being paid and sending me what appeared to be a damaged return. I waited 10 days after requesting replacement parts for a tracking number from millwork before contacting them; they emailed me back stating the manufacturer hasnt responded yet. at this point I searched the internet reached out to the manufacturer and the manufacturer sent me a replacement part in 3 days. Why wasnt millwork able to do this?  please read the emails between me and the manufacturer where  they state they stopped doing business with millwork due to their business practices. Im done with this place, and I am far from satisfied with their responses. My resourcefulness should not equate to them being vindicated. I would like my complaint to stay on the BBB for other consumers to be aware of what they are getting into with this place.
  
  FAQ
  
  Regards,
  Teresa 
  
  
  
  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received email confirming order ***** on April 14, 2022 at 12:36pm.Within 10 minutes, I had a live conversation with an agent of MillWorks City. She agreed to my request to change order ***** on 2 items:Delete item **** 16.2.3 QTY=2 $40.39ea (House of Forgings-16.2.3 Iron Newel MountingKit for 1-3/16Square Newels- Ash Grey)Delete item **** 16.5.11-T QTY=2 $47.93ea (House of Forgings-16.5.11-T Plain Round Bar Hollow Iron Newel- Ash Grey- Hollow)The agent confirmed my request was on its way to accounting, no worries and that I would receive a new confirmation by end of business April 15, 2022 As of 12pm, April 18, I have received no email confirming the order change processed by the agent on April 14, 2022.Mill City Works clearly defines a list of policies including cancellation of items is only valid 24 hours after original order is confirmed and that all returns will be decreased from original invoice by 30% restocking fee and customer pays for return shipping. I did my due diligence with my conversation with Mill City Works agent April 14.Since my conversation, I have been the subject of very poor customer service.There were no live agents on April 15, 16 and the morning of April 18. I left numerous voicemails, all marked URGENT- no response. Beginning the afternoon of April 15, I have submitted requests of order status and order cancellation on-line through the web site of Mill Works City, following the guidance of their auto-recorded telephone support. In each case, my submissions were acknowledged with promise of response in 24 hours. My disappointment is exacerbated by the unavailability of customer service to complete an order change that I have requested with due diligence. As a result, the inattention of Mill Work City verbal of order change request and my electronic submissions has resulted in a total cancellation of my order by me through electronic communication.I will not accept any packages or charges,

*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. ↩