ComplaintsforRed River Lumber, Inc.
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Complaint Details
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Initial Complaint
04/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Placed a deposit for doors which not all of them have arrived. For several months since my deposit I’ve reached out to the employees at the design center for updates only to be lied to about estimated arrival dates. I’ve requested the manager and owner on several occasions and threatened a refund only to be told either my doors had arrived or where on their way. I’ve even had to show up in person before to confront them despite me being patient and understanding. The associates have continued to lied and forced me to chase them down for updates multiple times. It’s been 7 months!Business response
04/22/2023
Tell us wThe customer initially ordered two door slabs and a double door unit on 9/10/22. In January when our installer was on-site to install, they decided to re-think the double door because of existing trim in the house that needed to be saved.
The installer offered to build a door unit on-site in order accommodate the needs of the customer. They agreed and in January we ordered new slabs and parts in order for our installer to do the work. The parts were solid core slabs which had extended lead time. The customer was notified on 4/4/23 that the parts arrived at the store. The installer was also notified. Our installer communicated with the customer and it was agreed that installation would occur on or around 5/1/23.
Following the notification from the BBB, a member of our team contacted the customer on 4/19/23. The customer stated on the phone that they did not want a refund but instead wanted to proceed with the install.
hy here...Business response
04/22/2023
More Information...The customer initially ordered two door slabs and a double door unit on 9/10/22. In January when our installer was on-site to install, they decided to re-think the double door because of existing trim in the house that needed to be saved.
The installer offered to build a door unit on-site in order accommodate the needs of the customer. They agreed and in January we ordered new slabs and parts in order for our installer to do the work. The parts were solid core slabs which had extended lead time. The customer was notified on 4/4/23 that the parts arrived at the store. The installer was also notified. Our installer communicated with the customer and it was agreed that installation would occur on or around 5/1/23.
Following the notification from the BBB, a member of our team contacted the customer on 4/19/23. The customer stated on the phone that they did not want a refund but instead wanted to proceed with the install.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.