Haney Lumber and Supply, Inc.

Review: I ordered 4 base cabinets on Aug. 13, 2013; they were supposed to be 2 drawer units, instead, I ended up with 3 drawer units. These cabinets are being used in my sewing room; I specifically needed the drawers to be deep enough to accommodate hanging file frames. I went to the extent of bringing in a tape measure and the frame to ensure that the drawers would be deep enough. Especially on the base cabinets, size was imperative; yes, we were concerned about cost, but if the frames didn't fit in the drawer, the cabinets would be useless. [redacted], the cabinet guy, had worked with us extensively, both on ordering these cabinets and the upper wall cabinets that we had ordered previously. I thought that we were perfectly clear about the 2 drawer cabinets; we had talked about the 3 drawer option early in our visit. But I stated pointed blank that if the frames didn't fit, the cabinets wouldn't work. Apparently, [redacted] wrote down the part number for the 3 drawer option; no description other than the make, style, and color. I did not ask to confirm the catalog number. We received a call over the weekend of Sept. 14-15 that the cabinets were in, but that one was damaged in shipping. [redacted] wanted us to confirm that we wanted the cabinet replaced; we dropped by to look at it on Sept. 16. The box was torn, and part of the frame was obviously broken; we did not take it out of the box further, determining that it did need replacing. [redacted] said that was not a problem, and that we could pick up the others and the counter top (which we had ordered at the same time) when it was convenient. On Sept. 17, we picked up the lot, still packed in their boxes. When we opened them at home, it was obvious that they were wrong. I called [redacted] immediately and described the problem. He said he remembered me bringing the frame in, but that I had said to go ahead with the 3 drawer cabinets, which was a blatant lie. He stated that they had a no return policy on special orders and couldn't do anything about it.Desired Settlement: Ideally, I would like the 3 drawer units replaced with the correct 2 drawer ones. Since we picked them up, I have tried to contact a manager 3 times and gotten the run-around. Apparently, [redacted] had conveniently gone on vacation and nobody wanted to do anything without consulting him. Today, I talked to [redacted] (I believe [redacted]), who said that she didn't know if [redacted] had gotten back from vacation.

Business

Response:

On August 13th 2013 [redacted] ordered 4 [redacted] BD30.3 Hanley Oak Roman Natural finish for $1,259,20 and one 122” Tempo 4905-38 counter top with coped side splash right and left for $179.40 on invoice number 0419900 see attached. I had in a previous consultation quoted other cabinet options including 2 drawer and reduced depth cabinets. What I remember of the afternoon of August 131,1 is that I was called downstairs to cabinets. Mrs. [redacted] and her husband had been looking at the cabinet display and when I approached she pointed to the paper I had quoted multiple cabinets on, and said she wanted four of this cabinet being the BD30-3 for a total of $1,259.20 rather than the more expensive BPPS30.2 for $1,417.60 or reduced depth cabinets. All the codes were on the paper along with individualized quotes. After she selected the cabinets we proceeded to talk about counter tops. Once we finalized choices there T wrote up the invoice and Mrs. [redacted] paid in full by her ATM card. On September 16t,] the cabinets were delivered and while inspecting the cabinets T noticed a box was more tattered than the rest and opened it to determine the cabinet was broken beyond reasonable repair. I called and left a message for Mrs. [redacted] to let her know the cabinets had arrived, however one was broken and T planned on reordering in the morning when customer service was open. T called before I ordered the next morning as I had not heard from her. She said they would like to take a look at the cabinet before 1 did. When they arrived there was no mention of the cabinet being the wrong one; however they did agreed with me that the damaged one needed to be replaced. I reordered the cabinet and it is due to come in October 141'1, On September 17th 1 received a call from Mrs. [redacted] saying she got the wrong cabinets, three drawer units not two drawer units. I retrieved the invoice and explained BD30-3 a three drawer unit was what was on the invoice for the correct pricing and that the 2 drawer units would have been $158.40 more per her original quote. I explained that [redacted] would not return cabinets received as ordered. And that our policy was that we could not return special orders that were received as ordered and invoiced. I told her I would check to see if I could change the damaged cabinet that was reordered however, when 1 called the company they informed me it had already gone into production and no changes could be made. I informed Mrs. [redacted] and told her there was really nothing we could do. 1 took off on a pre planed vacation out of the country from the 19th through a half day of the 27,h when Igot into the office Mrs. [redacted] had tried to contact me multiple times and spoken with the store manager and owner. I looked up when the replacement cabinet was to arrive and promptly called Mrs. [redacted]. She said nothing about any problems. On the morning of October 2nd I called Mrs. [redacted] with a possible solution I had thought of to make the cabinets 2 drawer units here in our shop for $345.60 total cost of materials. She said she would think about it. The afternoon of the 2rtrf we received a letter from the Revdex.com with Mrs. Burns complaint, the solution was not in response to her action but out of concern for her satisfaction. This apparently was not good enough.

Respectfully Submitted,

Haney Lumber & Supply Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.