Bells Hardware & Lumber

Storm door glass needed replaced, different color frame than the one that was taken for repair.Took a white storm door frame to have glass replaced. Took over 2 wks for glass replacement. when I went to pick up the door 10/5 the frame was a taupe color and had damage to the bottom of the frame. We were told they would look for the white frame and check with another employee that received our frame. On 10/08 we had to call them to ask what they had found. They transferred my call to the owner/manager [redacted] He told me the frame that I saw on 10/5 was the frame that my husband dropped off. I told him that was not correct and he was more than welcome to look at my house. My siding is an off white and all the frame work for this door is white. It is not taupe. He stated he did not know what else to tell me. they do not have the frame. So now I am going to have to replace the door apprx. 300.00 instead of just having the glass replaced in the existing frame.Desired SettlementWe took in a white frame and they should replace the white frame.Business Response Our business is a retail hardware and lumber located in a town of about 2,800 residents. We depend on repeat customer sales and we strive to offer customer service that is exceptional. We make a concerted effort to meet the needs of our customers. Our company does offer repair services such as appliance, hvac, lamps, screens, and other items associated with a home. In response to this complaint our position is we repaired the storm door frame brought to us by the husband of complaintant. The husband stated to us he had a broken glass door and asked if we could replace the glass.We told him to bring in and we would look to see if we would be able to do so. The husband brought a frame with broken glass remaining in the channel of a door. We told him to leave the frame and we would order tempered glass the size needed for his frame and this would take a few days. We then called our supplier to explain to him what we had. He sent a man to get measurements and we moved frame to our work area. This frame remained in that work area and no other frames of that size were there and no other frames were received for repair. The glass was delivered by our supplier and we removed broken glass from frame and inserted new glass panel into the frame. It was necessary to seperate frame to insert the new glass panel as we had explained to husband when he left the frame. The customer came to pick up door and customer claimed that was not her door. Husband said nothing. We told her we repaired the door he brought. We did not have a frame of that size here in a different color, we did not receive another frame of that size for repair, the frame did not move from where husband left only to be moved to work room for glass replacement. We are certain we repaired the door the husband left. We checked and double checked to make certain this was the only frame of this size on our premises. The only other frames here were for screen replacement which was smaller and a smaller window sash.Bells Hardware and Lumber has been in business since 1921 and as owner for 40 years we have strived to meet the needs of all our customers to the best of our ability. We thank the Revdex.com for information received to help us better serve our customers in the future.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)According to [redacted] the door was moved into a breezeway after it was dropped off. He was going to talk to his brother to find out where he had put our frame. I called my son who took the door out while I was there to verify I was correct on our door being white. He confirmed. My husband asked why would we have a taupe frame when everything else on the door is white. Even the screen insert has a white frame. The frame they have could be painted to match but the 2 corners were damaged when we looked at it. Yes we are a small community and my family has done business with Bells hardware for years mostly with the previous owner [redacted] We never had a problem. I have offered for them to come look at the rest of my door and they declined. I can furnish pictures of the door. If Bells Hardware refuses to correct this issue and their poor customer service in this matter it will only affect their business. We try to support the small town merchants but in this case we did not receive good customer service or satisfaction.