The Lurie Company

The Customer Purchased a door with glass A year ago.Somebody broke the glass in the door over months of buying itOur warranty will not cover physical damage so many months after installing the producti will offer a discount on the replacement glass I have them in stock he can pick it upI offer him this discount already, the door arrived in perfect condition I have pictures to prove it before we shipped it out

Response: This customer has had the door for almost a year now, We do not warranty damaged glass after the door has been installed and usedIf the door had arrived damaged it would have been fully covered, I do have a replacement piece of glass for the customer we can offer a discount on it if he
wants to pick it upSent on: 2/26/12:19:PM

I am rejecting this response because: The product was manufactured incorrectly in the first place and was not even a year old. A reputable company would want to understand why their product malfunctioned and fix the root cause. The only way the glass broke was by pressure exerted on the glass by shrinking of the wood and not enough clearance for expansion and contraction built in the manufacturing process. I will continue to pursue all options and processes available to me until I get this product corrected. Based upon the other complaints I have read about Nicks Building Supply they lack customer service and do not warrant anything once the item leaves the driveway. *** ***

Initial Business Response /* (1000, 5, 2016/11/17) */
We did ship the whole order out in perfect condition,
and undamaged
We are in Chicago and due to the weather getting cold everyone needs their doors so we were a little backed up in lead time, But we did deliver the product in new
conditionWe our very sorry about the delay you had,

Initial Business Response /* (1000, 5, 2017/12/16) */
This Customer Refuses to return the product back
We requested over times to return the product in like new condition per his legal contract he has been trying to steal the Merchandise by keeping it and charging back the credit card we built
the items and ship them but he keeps trying to keep them and the money I guess the the product isnt that bad if you have to steal them, I Would refund him in a minute if he would just return them, This customer is a scam even the Credit Card Company agrees

Initial Business Response /* (1000, 7, 2015/10/12) */
Contact Name and Title: Josh
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@gmail.com
We at Nicks are sorry for your issues
But per the contract the customer signed all goods must be returned in new condition for a
refund,
Instead the customer clearly states she installed the door and used it instead of returning it now its a used product and cannot be returned That Clearly Voids her Warrenty Refund
Here is some information on our website that says do not uncrate the whole door in case the color is wrong so it can be returned
It is not Nicks Building supplys Fault she used it and installed it without returning it,
If it wasnt acceptable it should have been refused or returned except she Installed it on her house and used it
http://www.nicksbuilding.com/shipping.php
Returning Orders
Nick's Building Supply goes through great lengths to package your product with A Grade materialsIf for any reason a product must be returned it is the sole responsibility of the customer to re-crate the product in a similar fashion as to it was receivedMake sure you completely inspect your product before it is fully uncrated, so if a return is necessary it can be accomplished with minimal effortWe will not be held resonsible for any costs related to returning itemsIf any issues arise during the inspection process please contact the Nick's Service Department immediately for instructionsThank you
OFFER:
Since The customer used and installed the door instead of returning it we can not refund her any money Or per our terms the customer signed for we do not pay for any type of labor because she didnt return the product
But if she does have an issue with the lock We will totally ship her a new lock asap as that is still covered by the lock warrenty
This all could have been avoided if she didnt accept and use and install the door, and returned it like the contract said
Initial Consumer Rebuttal /* (3000, 16, 2015/10/27) */
***Document Attached***
Seems Nick's Building has become very good at twisting the facts about this order to make us look like we are in the wrong for yes installing the door that was sent to us knowingly that it was wrong upon shipping
Here is a timeline:
3/10/980lb door system arrives - driver would not and does not stay for un-cratingCarpenters unloaded and un-crated taking several hoursPlan was to install the door system as our existing home was under remodel construction and process needed to move forward since we live in Wisconsin
3/10/contacted Nick's - Liz, sales person about issues with doorMike from ***'s contacted me via email about concernsemails from 3/11-3/attached - they just will not acknowledge that the actual door staining is not what what was approved and ordered as an extra
3/16-3/19/Mike from Nicks emails about hardware wrong and correct handle was reorderedEmail sent in previous upload
3/19/Mike from Nick's first mention of an option to return the door system at our expense less 25% restocking feeThis was not an acceptable or rational option at this timeNick's continues to overlook that the overall door design construction and notty alder wood we selected per order was correct - so we never considered returning the door or ever thinking it was an option living in WI and needing to secure our homeBasically the door wood and design were correctNick's shipped out the door without the correct TDL glass per the order, not something we would return the door for - it still had glass even though it was incorrectAssuming we would receive a credit for the upcharge of TDL glass - simple fix!!! so we thought....however we
3/25/Second opinion of door system staining from a local painting companysent in previous uploadWanted to know if finish on door was at all what Nick's was saying we approved and ordered - not even close!! Again a simple fix in crediting us for this extra paidso we thought
3/27/I emailed Liz at ***'s about TDL glass being wrong and she never respondedNo further communications from them until I filed a dispute with credit card company
4/14/we installed the door after failed attempts to resolve our issuesdays after the door arrived we had no choice per aboveWe had made many attempts to resolve our concerns with Nick's, however Nick's continued to delay and ignore what the issues truly were
4/24/Nick's responds to credit card dispute saying to return the doorThey continue to say that we made no attempt to return the door systemNow this is just absolutely rediculous considering we had made ongoing attempts to communicate with Nicks
Truth of this order and it's complications is that Nick's shipped the door system without properly fulfilling our order, shipped knowing the door staining was wrong all because they know that once the door is shipped and delivered it is our (customer) problemThey also know they can use the 25% restocking fee and returning shipping expense (impossible to return as a home owner) as a way to bully customers that we must accept what we getPay up no matter what!! Well there is a lot wrong with this way of doing business, maybe this has worked for them in the past but we are not accepting or paying for things we did not getWe ordered TDL beveled glass and got clear - where is the credit?? We approved of two stain samples per there staining company but the door arrived with incorrect stain - where is the credit??? The door hardware arrived not matching the hinges - where is the correct hardware?? Where is the customer service if Nick's truly wanted to make sure customers orders were correct??? They have pushed all responsibility on to us knowing the order was incomplete when they, Nick's shippedWe had no control of the making of this door system and no way of verifying the staining so how can they not be held responsible for there end of the contract? all they say is that we could return for fee and charges, we did not return and now in this response we can not being it's usedThey have failed in meeting the agreements of the contract not us!
Final Business Response /* (4000, 18, 2015/10/29) */
Contact Name and Title: Andrew Manager
We stained the door Black the color she picked and signed for
the customer has used and installed the door instead or returning it in the like new condition she received it on March 19th Mike or Manager told her if she was unhappy with the door return it for a refund the customer never returned the door instead she accepted and installed and used it
Now this door can not be returned becasue she installed itIf she didnt use it we would gladyly refund her and she knew that but installed it any way
this was the email
If you don't want the door, then you have the option to ship it back but you will be liable to recrate the unit, pay for shipping on the return and a 25% restocking fee
Please think it over and let me know how you would like to resolve this
OFFER:
She used the product instead of returning like new like we told her so the best we can do now is refund her the cost of the lock

The Customer Purchased a door with glass  A year ago.Somebody broke the glass in the door over 11 months of buying it. Our warranty  will not cover physical damage so many months after installing the product. i will offer a discount on the replacement glass  I have them in stock he can pick it up. I offer him this discount already,   the door arrived in perfect condition I have pictures to prove it before we shipped it out