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Jensen Custom Wood Products

18061 Pilot Knob Rd, Farmington, Minnesota, United States, 55024-9113

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Reviews Doors, Woodworking Jensen Custom Wood Products

Jensen Custom Wood Products Reviews (%countItem)

I have had a long standing issue with their lack of customer services. Ordered a door from them with an install date. They were a no show multiple times with No communication. They gave me a credit for my next purchase which I then decided to give them Another chance and I ordered shelves which I used my credit and also made a payment towards. I have had the same issue of them not delivering when they said they would, I offered to pick up 3 different times. They then told me they realized they made it wrong and gave me a new time frame for delivery. Again, no show or communication. Very frustrated with this, I made a complaint not a dispute but a complaint. She then finally reached out and offered a refund for the amount I put towards the shelf. I said I didn’t want a refund but wanted my product unless she was going to refund me the full amount. She refused. I either want my shelves delivered or I want a full refund to include my credit that was given because of previous issues. $250 or my shelves delivered ASAP.

Jensen Custom Wood Products Response • Feb 28, 2019

as stated, we are more than happy to issue a refund for what you paid for the shelves. The credit is not included in that amount as it was a courtesy credit and will remain in our system to use on a future purchase if you choose to use it.

Thank you,

Doors by Ty

Customer Response • Feb 28, 2019

I am rejecting this response because:
This is not acceptable. The credit was given due to horrible customer service received from my first purchase. I should be asking for a full refund of that but I am asking for the amount I paid AND the amount I was promised. Or you could simply deliver my shelves in a timely manner. You refuse to give us the shelves and are forced to make this dispute. You either give us the product or the full cost of the product.

Jensen Custom Wood Products Response • Mar 08, 2019

We have issued a full refund of the money that was paid for the shelves above and beyond the credit totaling $50. We extended the credit for the order as a courtesy because she was unhappy with her prior order - not the product, but her experience with us. We do not owe her the credit in cash value. She didn’t want to wait for the shelves to be completed — and when they weren’t completed when she wanted them to be, she filed the complaint. We were in contact with her regarding the order and told her we would deliver to her when they were done, she did not want to wait any longer so we issued a refund for the $50 which is what she had paid above and beyond the courtesy credit.

If I could I wouldnt give Doors By Ty any stars. I paid $400 to get a toy box shelving made for my son. I paid the company in October since they insisted on getting paid before the product was made. Tys wife said that it would be 4-6 weeks for the product which is was fine with. The end of December came around and I hadn't heard from the company regarding my product. When I messaged the company for 3 days straight they ignored responding back until the 3rd day. Ty's wife had said that there was an accident and it would be a little longer but that they would let me know when they would start delivering orders again. Now its mid February and I still hadnt heard anything back from the company. I posted on their facebook page and got an immediate responds but the wife said that she had given me a refund which I never got. I had even asked for a refund and got met with all sales are final and we dont give refunds. I will NEVER EVER suggest doors by ty to anyone. I really hope to anyone that reads this has not already done business with this company.
UPDATE RECEIVED 2/28/19
Here is an update on my last review with doors by ty. I have since talked with Kailin and she had told that she refunded my money back on Dec 31st and that there was no need for a follow up. One she had told me a little prior to that, that she would not be refunding my money and that all sales are final. When I finally confronted her about it she said that she refunded the amount and since she hadnt heard from me she thought I had received it. Now if you are going to refund someones money I would think that One its courteous just to give the customer a heads up and reach out to them saying that you are giving the refund and two make sure they actually got the refund. Niw kailin has been totally unprofessional about the way she has handled the entire situation. I would advise anyone thinking about getting a product from doors by ty to seriously take in consideration all over the reviews. In a single mom and to put forth the kind of money that they asked me to upfront is a lot for me. Then on top of that Kailin said that she refunded my money on feb 17th and its is now the 26th and I still dont have it. She told me to contact my bank to find out where my money is. Spare yourself sometime and money and think about going with some other company.

We hired Doors by Ty to do a large laundry room project for us. We had a laundry top, cabinets (lower and upper) and a vanity for our laundry sink all made and delivered. Working with both Ty and Kailin was an easy and seamless process. They walked us through all aspects of the design, provided a mock up, and explained their building/installation process. Kailin specifically helped us with color and hardware options. When we received our pieces, I was blown away by quality and how well everything came together. Our laundry room is now a functional space in our home that we absolutely love. Thank you DBT!

It wasn’t an easy decision for me to write this review, but after reading so many other reviews that I feel like I could have written at least a part of, I felt it was necessary in hopes of keeping someone else from having the same disappointment and frustration my family has had.

On October 6th, I paid for Doors by Ty to make a Table and Bench set. As requested, I paid the full amount up front. Kailin did a very nice job of helping me with color selection and changing the height of our set due to an acute back problem I experienced. On November 12th, I followed up to check on a completion date and make sure the set would be done by Christmas as we were having family over. Kailin responded and said it would be done the first or second week of December. I offered to have my husband pick the set up if that would help them with scheduling. After it was confirmed the table and bench set would fit in the back of our car, it was agreed that we would pick it up.

On November 30, I sent a message to Kailin about a post Ty had put on the company’s Facebook page saying the company had been through a lot and Kailin was being threatened by people who hadn’t received their pieces. The message said that if it would take pressure off of them to not have to complete our set, I would be more than happy to have them refund my money and my brother-in-law could build me a table. Kailin’s reply said that my set was done and that it just needed the finishing touches and asked if December 11th or 12th worked for us to pick it up.

On December 12th, my husband messaged the company’s Facebook site since he was the one picking up the table and Kailin had told me it would be ready December 11th or 12th. She replied to my husband stating that the set would be ready before Christmas and that the timelines are subject to change per the invoice. My husband then replied stating that if there was any chance the set wasn’t going to be ready before Christmas, that he respectfully would ask for a refund so we could find another table to use to host Christmas. After some back and forth, Kailin said the table would be ready the following week and set a date of December 21st for my husband to pick it up.

My husband picked up the table on December 21st and noticed it was slightly uneven and Ty said to give it a couple days to adjust to it’s new environment before adjusting the legs. We adjusted the legs on December 23rd and it made the table a little more stable. We left for vacation on December 26th and arrived home on January 5th. On January 6th, when my kids sat at the table to eat, we noticed it was completely warped and rocked back and forth badly. My daughter’s juice actually spilled when my son put a little weight on the top of the table.

I sent Kailin a message on January 7th explaining what had happened with the table. I told her my husband was taking the table to my sister and brother-in-law’s house since they are good with wood work and fixing things to see what could be done. Per their request, I also sent videos to Kailin and Ty showing how uneven and warped the table was. The bench also had the same problems, but not as severe as the table. Kailin and Ty first offered to remake the top of the table, but I explained that the legs of the base had turned in so fixing just the top wouldn’t solve the issue. Kailin and Ty then explained the table had possibly “corked” because there wasn’t enough support for the top since the style table I ordered and paid for had narrower legs. They offered to remake the table and bench set with thicker legs and a different material to help prevent the “corking”. I declined their offer to remake the table with thicker legs since the thicker legs changed the look of the table to a look that I didn’t want and that I never would have paid them to make in the first place.

My brother-in-law and sister spent hours and a good amount of money modifying the table to make it so it didn’t tip things over when weight was put on it. I provided an update to Kailin and Ty on January 9th stating that my brother-in-law and sister were able to make the table usable until we could afford to save for another one and we had also purchased a rug to put under it, which helped some with stability. At this point, I asked for a credit back of the amount it would have cost them to remake the table, so I could pass it along to my sister and brother-in-law for all their hard work. They declined the request for a credit, stating they don’t pay other people to fix their products and offered to remake the table again. This time they offered to remake the table, even with a different style base as it could be designed in house. I declined their request because the style I wanted and paid for them to make was the style that they made originally, only to find out that that they didn’t make it structural. Once I explained that, things took a turn for the worst. Kailin started referring to terms and conditions, which we never received, because of numerous excuses. First she said her computer wasn’t working and then she said it was attached to the invoice, which it wasn’t. She even said my husband signed the terms and conditions page when he picked up the table. When I asked for the copy with my husband’s signature, she contacted Ty, who confirmed my husband didn’t sign or receive anything because his phone was supposedly dead. She also started arguing around in circles about things that weren’t even relevant to the point where I had to refuse to speak with her anymore as the conversation wasn’t productive or respectful.

On January 24th, I sent our final note that we would not be having them remake a table as we have no confidence in the quality and craftsmanship of their work after the horrible quality of set they provided to us. Especially since that set took 11 weeks to make. In addition, the way Kailin was handling the situation was less than respectful or kind and I didn’t want to have to be dealing with that anymore. I was hoping to get a quality piece that would last forever and also support a local business. I guess it was a lesson learned.

Please, please consider all reviews before purchasing from this company. It brings me to tears when I look at the table knowing how much we paid, the quality of the product we received and what we have been through.

Jensen Custom Wood Products Response • Jan 28, 2019

Erin,
After the table was picked up, it was almost three weeks later before we had heard anything regarding your disappointment with the table set. At that time, we offered a complete replacement of the products at no cost to you, no questions asked. You declined. You then requested that we give money to your brother-in-law for "fixing" the table as compensation. We again explained to you that we would be more than happy to remake the table since you were still unhappy with it even after your bother-in-law had worked on it. You declined again. Then after two weeks, you reached back out and again to voice your disappointment again and for a third time, we offered to remake the set; you declined for a third time stating said that you had decided that you didn't want us to fix it/remake it. I explained to you that if you're unwilling to let us fix/remake it, then there's nothing else that we can do to address this. Quality and customer satisfaction are our top two priorities; if you'd still like us to fix or remake the set for you at no cost, let us know, the offer still stands.
Thank you.
Ty

We could not be happier with the work Ty and his crew did in our basement! Kailin was also wonderful to work with and was always available to answer any questions we had. The quality and attention to detail is what impressed me the most. We cannot wait to use them for our next project! Thanks, Doors by Ty!!

I feel that this business is not ran very well and that they do not respect their customers. Similar to other complaints on Revdex.com, I also was stood up 2 times previous to Doors by Ty making it out to my house. Additionally, they do not use phones, they only communicate through Facebook Messenger which is really frustrating. Paying up front in full lets them have the upper hand and I do not feel it is important to finish a job or return my messages since they got paid. The job began in August and it is now January and it is still not finished. The install, after being stood up twice, did take place. After the fact, I commented that the shelving was not measured correctly and that some cubbies were different sizes. I was told it was purposely done that way to look centered from afar. I do not understand this logic as it looks crooked from no matter where you stand and 2 inches is a big difference. At a later date, they were supposed to come and install the hooks. They came out, but with hooks I had not picked out. I had originally worked with Ty's wife to order the hooks I picked out. Over a month later, the hooks still had not been ordered. I followed up many times about the hooks and the response rate through Facebook Messenger was 1-2 weeks on average. I feel I was being ignored at this point. I contacted Ty's wife again regarding an update because she had stated they would be shipped to my house and they hadn't arrived. After receiving excuses regarding medical emergencies, funerals, etc. I felt I was being blown off. On Facebook, I saw them posting their daily projects as advertisements, so work did continue for other customers. Frustrated, I reached out again for an update. I requested a partial refund so that I could buy the hooks myself and install them. They would not grant me this and said they ordered the hooks. Later I was told that 5 hooks arrived. I stated we discussed 7. 3 weeks later and several messages later, I still have not received a response.

Jensen Custom Wood Products Response • Jan 10, 2019

The project was completed the day it was installed, on 8/30/18. You wanted the piece unfinished so you could do the painting/staining part yourself. Three months later you asked about the upper cubbies and we explained to you why it was built that way as it was inside of an existing closet. The hooks we had with us on 8/30, you didn’t like so we ordered new ones (at no cost) and they have been at our shop ready for pick up and we have communicated that with you. We will not be issuing a refund for hooks. Thank you.

Jensen Custom Wood Products Response • Jan 16, 2019

Since you didn’t want to pick the hooks up from our shop, I sent another seven hooks to your house directly. I received this notice from the carrier and contacted you about it and received no response back.

Customer Response • Jan 17, 2019

I am rejecting this response because: The message sent is a cropped image from an email. The specifics are cropped out, so this could be for anyone or anything. I will close this complaint once I physically have the hooks in my possession. Also, it appears you blocked me on Facebook, so I did receive your message, but there is not a way to reply as it appears you blocked me.

I purchased/paid in full two night stands in August 2018. Kailin (owner) confirmed they were completed in September 2018. I have repeatedly stated that I would pick up the table at any place and any time. She has given me the run around since September, with every excuse in the book. I am now asking for refund since they are clearly not done and she has taken my money. I have numerous back up to support these conversations.

Jensen Custom Wood Products Response • Jan 02, 2019

The refund will be confirmed via email when it’s been processed. We would never not refund a customer when we said we would. This is all in writing so there’s a mutual understanding that a refund is being processed. We have done our part; please be patient in the refund process as it can take several business days. Thank you.

Customer Response • Jan 03, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

I do not believe they will have a refund to me in a timely manner, if at all. They straight up lied about the tables being ready / complete and my only option is to request a refund after I have paid for the tables in full. They desired resolution is to have the tables that were promised to me when they accepted payment in full.

IF I get a refund without having to file in small claims court I will be surprised.

Customer Response • Jan 23, 2019

It has now been 14 BUSINESS days since Kailin agreed to refund my money. Fourteen business days I felt was excessive since they owned the business. I told her I would play her game knowing the likelihood of seeing a refund was most likely not in my favor. Her Messenger has been disabled since at least Thursday 01/17/18, and she is not responding. The only other contact information I have for her is a email address and the company does not respond to email. *** Poor way to conduct a business.

No refund as of today 1/23/19

Jensen Custom Wood Products Response • Jan 23, 2019

Nothing has been disabled, you contacted me today from a disabled email *** account - maybe that's what you're referring to?

As I told you today, I received an email from PayPal last week stating that you disputed the order total, so the refund will be issued that way since you didn't want to wait for us to process the refund directly on our end. We have policies and procedures just like all other businesses; refunds are not instantaneous. We're working with PayPal now to address your dispute since you've decided to go that route. Thank you.

Customer Response • Jan 23, 2019

I am rejecting this response because:
Wait for you to process a refund? I have been waiting for my tables since they were confirmed completed in September 2018. Obviously you had no intention of providing the tables since I repeatedly stated that I would pick them up anytime or anywhere. I have been beyond patient in this process. In regards to the disabled account, I have screen shot of your Messenger account where you have blocked me/disabled that communication. In good faith I paid you and you have taken advantage of me. Poor business manners. Refund my money!

Doors by Ty is amazing! Their quality of work is 100% and I love that they care so much about the product they are making for you. We had a desk made by them and we get so many compliments on it! They are so easy to work with and I would 100% recommend them to anyone.

Jensen Custom Wood Products Response • Dec 07, 2018

Emily - Thank you so much for your kind words! We're so glad you love your product - we enjoyed making it for you and are looking forward to making more items for you in the future!
Ty & Kailin, Owners

They build excellent custom furniture, prompt to respond to questions and always so friendly. They are a fast growing small business with great quality and amazing customer service!

I could not be happier with the products I received from Doors by Ty. They took our vision and made it come to life. Kailin was responsive and helpful and Ty met with us and went over every detail in person. We cannot wait to order more in the future. Thank you, Kailin & Ty!

Nancy

In June of 2018 I contracted with this company to custom make a set of Barn Doors and a Bar Table. I was told 4-6 weeks for the doors and 6-8 for the table. I was also told by the wife that I would get pictures as the project was being done to ensure we were 'on the same page'. I sent DOZENS of emails trying to get pics and trying to set an install date. The install date was changed/cancelled by them 4 times due to various excuses (The track they ordered was the wrong size, Ty was sick, etc etc). After 11 Weeks of waiting for items I had paid for UPFRONT and never seen pics of, they are supposed to be on the way to my house for install when I again ask for a pic of the table and she finally sends me one. It is no surprise that it is all wrong as they stained it with the wrong color and never distressed the top which had been discussed over and over. She then tells me they will have to redo the table and deliver everything a different day. By this time they should be IN MY DRIVEWAY! I tell her I still want the doors that night and she says 'No, we have to deliver everything at the same time'.
At this point I am done with all the BS and I file a dispute with my Credit Card company and get my money back within hours. Then they decide to take me to conciliation court where she proceeds to dig herself a hole by telling the judge that 'they couldn't deliver the doors that night as they didn't have time to install'. Seriously? Needless to say the judge was not happy with her excuses and I WON the case. Thank god this is over and I will never deal with these people and all their excuses again. And did I mention- a friend of mine saw Ty in a lumber store buying the cheapest wood they sold. When my friend asked Ty why he was buying that wood, Ty replied' It's the cheapest wood I can buy'. RUN FROM THIS COMPANY!

Jensen Custom Wood Products Response • Nov 30, 2018

Debbie,
It appears we have different views of the situation.
The products you ordered were made and ready to be delivered and they were all corrected right away...at the last minute, you changed your mind on wanting the pieces then lied to the credit card company to get your money back "within hours". We sought out conciliation court because you stole $1800 from us. You did not "win" -- our business still thrives despite what you did. Since you also own a local business doing bookkeeping, I hope that none of your customers ever dispute a charge even after you have worked countless hours to complete the work....trust me, it doesn't feel good and is anything but ethical.

Customer Response • Dec 01, 2018

Our 'different views' are due to the fact that you never want to admit any fault. Your reviews are the same story over and over: your company making promises they don't keep, dodging phone calls from customers who have paid for a product, cancelling delivery dates, etc.
I never changed my mind on wanting the pieces, your refused to deliver them. I didn't lie to my credit card company, I told them the truth - you never delivered the promised products. I didn't steal money from you, I got MY money back after you failed to hold up your end our our agreement.
I do have a very successful Bookkeeping business, because my work is top of the line and all my customers are HIGHLY satisfied, something you should aspire to. Have a great day and remember "Don't expect to see a change if you don't make one"

Jensen Custom Wood Products Response • Dec 03, 2018

We never refused to deliver the products; you changed your mind. I attempted to call you several times and when I finally got ahold of you, you hung up on me. We exchanged over 200 emails about two doors and a sofa table, we purchased the six stain colors you wanted for the top of the table, sent you samples in the mail of every single color, sent you photos of the doors and of the table as requested etc. We went above and beyond....and this wasn't the first thing you had ordered from us; we made you a coffee table last year and you had no issues, in fact, you came to us again for the barn doors and table after another company wasn't able to satisfy you. You knew you didn't have anything that warranted us to refund you so you went straight to the CC company and lied stating the "items weren't as described" when you were the one who refused the delivery and never even saw them in person. Thanks for the feedback though.

Customer Response • Dec 03, 2018

You did mess up the table I ordered from you last year too!
Everything you say is a LIE- which is why the Judge ruled in my favor. Case Closed!

Jensen Custom Wood Products Response • Dec 03, 2018

Thanks, Debbie! Case closed! :)

Back on 11/25/17 I was fortunate enough to win a table from a Facebook competition. After winning, I was contacted to pick the table top shape and stain colors. Note, this piece was not yet made. On 2/23/18 I contacted them again to see when the table was going to be completed. After many canceled deliveries I asked if they would be willing to replace the table with a media table piece (4/30/18). On May 2, 2018, Doors by Ty agreed to complete that custom media table piece, and on May 5, 2018 quoted the worth of the piece being $795. On 10/25/18, 11 months after winning and after MANY cancelations and interactions between me, my husband and Doors by Ty, Ty emailed us stating they wouldn't be fulfilling the contest. He stated that a $100 gift card would be available. We responded right away, stating it was unacceptable and we would like our piece created by 11/1/18. Again, he said the $100 gift card would be available at their shop if we wanted it. Ty also stated that the table was complete when I won, if this was the case, why was I asked for a shape and color and why was it still not delivered 4 months later? We've now not heard back from them in 4 days. My husband and I waited nearly 1 year for this piece and were extremely patient due to it being "won," but now feel like our patience was taken advantage of while they focused on growing their business. This is a poor way to do business, and even though our piece wasn't directly paid for it should have been prioritized and completed.

Jensen Custom Wood Products Response • Oct 31, 2018

Thank you for the feedback. As stated in our emails, we were unable to fulfill this free, contest-related item. You had won the table but then requested we make an entertainment center instead - we should not have agreed to this since it was not part of the contest details, that was our fault. However, given that this was a free item, we do not owe you any kind of monetary compensation. We offered a $100 visa gift card as a courtesy for the extended wait time and you declined. We did not take advantage in any way as this was a free item. We apologize for any inconvenience this may have caused you. As I mentioned in our email, we will not longer be doing giveaways or contests after November 30th, 2018.

Sincerely,

Tyler & Kailin, Owners

Customer Response • Nov 01, 2018

I am rejecting this response because:The owners stated that they are no longer doing contests after November 30, 2018, I'm assuming this is a typo and they meant 2017. Even so, we won the table on November 25, 2017. Therefore, we would like the original promised table to the specs previously mentioned in our conversations.

Jensen Custom Wood Products Response • Nov 01, 2018

This is not a typo. Our last contest is November, 30th, 2018. There is no contractual agreement regarding this piece and no obligation to complete it. As we have stated, we are unable to fulfill this and have offered compensation which has been declined by the customer.

We apologize for any inconvenience.

I have had three at home consultations that haven't happened due to the rep never showing up. never even told me they weren't going to show up. I had to email them inquiring if they were coming after they were half an hour late two of the times and got response telling me they would come but they never did. I really just want a product from them, they did a fine job for my sister, but the fact they don't even bother to apologize for missing another appointment is really frustrating and lack of follow up and customer service has been frustrating. I keep having to contact them and they aren't following up like they promised/should.

Jensen Custom Wood Products Response • Nov 30, 2018

Hello,

I am unaware of who this person is, I do not believe my business has had any interaction with them.

Could not be happier with our custom pieces! I have used other merchants before and have not had the same positive experience as I have had with Doors By Ty! From start to finish they were friendly and professional. They made sure my questions were answered and any concerns I might have had throughout the process we're addressed. I will definitely use them again in the future and recommend them to others.

Jensen Custom Wood Products Response • Oct 25, 2018

Morgan! Thank you so much for your feedback. We loved working on your pieces & look forward to working with you again in the future!
Thank you again,
Kailin & Ty

Their products do not disappoint! Highly recommend!

Jensen Custom Wood Products Response • Oct 23, 2018

We loved making your items, Autumn! Thank you for your feedback!

Months after paying in full on 7/17/18 for a shadow box nothing has been received. Excuses were given. 10/22/18 asked for pictures of my project so I can come pick it up, or a refund. A refund was given within minutes. Stay away!

Jensen Custom Wood Products Response • Oct 22, 2018

Thank you for your feedback. I did not get your email about wanting a photo until after the refund was completed - I issued the refund after your husband had reached out on our FB page and threatening us even though we had already been discussing delivery dates.
We offered free delivery as a courtesy, to go the extra mile, given the circumstances that you had experienced with another person/company, it was the least we could do...I apologize that it didn't work out.
Thank you.

I recieved 2 night stands, bookshelf, and entertainment center for Ty and Kailin! We absolutely love all the products we have received from them and will be going back for more here soon!!! Thank you guys for all your hard work and communication with me!!!!!

Jensen Custom Wood Products Response • Oct 13, 2018

Thank you so much for your business! We greatly appreciate it! -Ty & Kailin

Great stuff and pricing

Jensen Custom Wood Products Response • Oct 13, 2018

Thank you for your business! We greatly appreciate it! -Ty & Kailin

They do awesome work. Prices are unbeatable

Jensen Custom Wood Products Response • Oct 13, 2018

Thank you for your business! We look forward to making more items for you in the future! We greatly appreciate it! :)

My husband and I started our basement project the end of May. We found our contractor but he didn't provide barn doors. So I began my search in which several businesses came up. I had originally went with another company prior to Doors by Ty but after what seemed like they weren't interested I contacted Doors by Ty. I gave them a time line and Kaitlin ( Ty's wife) was very helpful and seemed to be accommodating. We ordered two sliding barn doors and a floating shelf to go under the TV. They require you to pay in full, which I understand because these are custom made. I GET IT! So I paid on 7/11/18 and that's when I feel things went from bad to worse. Originally I mentioned July would be good for install but being we were working with a contractor we were on his schedule as far as when the doors could actually go in. Initially I had moved the dates a few times to due to normal push backs from the contractor. I was in constant contact with her asking her if a different date would work knowing we were not the only customer. Her and I had some conversation about re measuring before I finally said it was not necessary we just wanted them installed. She said ok we could do Friday for the install which would have been 8/10/18. She could not give me an exact time but told me she would let me know as it got closer. 8/9/18- no contact from her and we are supposed to have a time for install tomorrow morning. Keep in mind I work fulltime and my husband is in doctorate school. She responds Friday morning and says between 4-5. I am a little frustrated with the lack of communication and notice but am still being patient. Then that very day at 10:32 am she sends me a message saying the track for the doors are wrong-they sent the wrong color. She says she will contact the manufacturer- and says she would have it by the following Tuesday afternoon but that they could still hang the floating shelf. I was bummed but agreed. I asked what time for the shelf install.... NO RESPONSE. Finally at 3:49 she says they can come at 7:30 or so??? At 8:05 no one shows. I send a message asking if they are coming.... NO RESPONSE. 8:40 I send another message expressing my disappointment that no one has communicated with us and we have been waiting around. Anyway what company gives a time frame of 7:30 or so? Finally at 8:48 she apologizes and chalks it up to a miscommunication between her and Ty. Then when she says he is finally on his way to install the shelf I get a message saying he left it on your porch because we didn't know if you had dogs or kids. Ok first of all its 9 at night we paid for install and now you just leave a $250.00 shelf on my porch. She explained Ty was still there and could hang it! He comes in and is a super nice guy! I have to give it to him... his work is amazing! BUT he has the business owner didn't even apologize....Hmmm! Because we loved the shelf so much I reached out to tell Kaitlin how much we loved it and we were so excited to get the doors. Of course she responded because it didn't have to do with me asking for the items we purchased. On 8/13/18 I reach out yet again asking for a time for the install that would be taking place tomorrow. She responds with well according to tracking the kit wont arrive until after 8pm so install wont be taking place. She then says we are out of town until Friday but I'm thinking Gary and Jeremy can do the install Wednesday. I explain to her that that doesn't work for us. ( Again I work fulltime and my husband is in doctorate school) I give her other times and then said I would need it done by Friday and asked for a time.... NO RESPONSE. I'm explaining to my husband my frustration and how I have been patient with them but by now its just insane. My husband gets involved and calls her and finally gets a time. Friday morning 8/17/18 I get a message saying Ty will be there between 8:30 and 9:00. Ty comes and hangs the doors and they are great! Keep in mind my husband was not part of the process as he trusted what I ordered and my color choice so he signed the paper saying we were happy with the doors. One would think this saga would be over since the doors are finally hung but no it gets better. Per our invoice we paid an additional $150.00 for hand made handles, but go figure those handles were not on our doors it looks like $10.00 handles were put on there. I reach out to her 8/20/18 saying the handles are not right and we need the handles we paid for. ( I only waited the three days because we had out of town guests) Her response is priceless!!! " We can exchange those out, that's no problem. Which version did you like?" I told her the bronze and sent a picture. She says, " they only come in black I think that's why we didn't do them in the first place." Ok let me get this straight, you charged me $150.00 for "handmade" handles and don't order them or tell me they don't have them or even offer a refund, they just tried to pass the crappy ones off as those were what we wanted! Unbelievable!!! After further discussion we come to a decision to order comparable handles... and then the whole saga starts over, me begging for a day and time for install. On 8/21/18 she says they should arrive on Thursday. It wasn't until 8/28/18 that I got a message saying she had them but didn't have a day for install she needed to look at the schedule. 9/6/18 I am yet asking again for an install date. She actually responded with what days and times work? (SHOCKER) I tell her most evenings after 3:30 are great.... NO RESPONSE. 9/7/18 I said what day and time will you be here I need to know so I can plan accordingly. She asked if Monday evening would work between 6:00 and 8:00. Yes! Finally! I reach out and say I will be home closer to 7-730 which was fine with her. 9/10/18 day of install (of the correct handles) I get a message saying Gary and Ty are out sick. That's understandable, I'm patient and tell her to just keep me posted. The following day they are still ill which again I understand. She even says lets shoot for tomorrow which would have been 9/12/18 between 7:00 7:30. On 9/12/18 at 5:26 pm I reach asking if anyone was coming. Both had been out the last two days and we had a tentative time of 7-730. NO RESPONSE. I waiting on the couch until 10:00 pm for no one to show, let alone any communication. 9/13/18 I message at 12:59 pm basically demanding another install time or a refund, or disputing the charge of 150.00 with my credit card company. She finally responds with "I believe he came by and no one was there." That is a complete lie. I waited all night for them to show! She sets up a time for Ty to come after 5. At 6:54 no communication and no one has come. By this point I am pissed! This company just expects you to wait around for them. I explain to her we had to leave and we just want a refund. MY god I am done dealing with this company. Another priceless response " hello, I thought after 5 was ok?" Um really two hours?? I don't think so! Rather than deducting the price of the handles that were on the door she asked for them back before we got a refund. I suggested why don't you send me an invoice of what the handles cost and we will just deduct it. The long and short is she was going to issue us a $127.00 refund. Those handles they put on only cost them $23.00!!!!!!!!! They charged us $150.00!!!! On 9/14/18 she says the refund will be mailed to me. I follow up with my address, even though I know they have but I don't want anymore excuses. I allow up to one week and nothing. I reach out to her on 9/21/18 and she says her account was flagged for fraud. Ok but why wasn't I notified?? Why wouldn't they contact me and explain that my refund would be late due to this? At this point I lost it. I had been more than patient. I explained to her that I had similar complaints as her other bad reviews. She said well that's only two bad reviews out of thousands! Well what I find hilarious, she had to put up a Facebook post, saying just FYI our account was closed and BLAH BLAH BLAH, and numerous people were commenting saying I haven't heard from you, some said you can just give us a refund. And then the post was taken down... hmmm wonder why?? She went on to say I couldn't dispute the charge with my cc company because she already offered a refund and that goes against there policy since they had purchased them. News flash, I can dispute when I paid for items I don't have!!! Um no! I purchased them for $150.00 not my problem you can't run a business properly. I told her she lied about the handles and should I blast that all over?? She told me not to threaten... I said its not a threat its my right further not a threat, its a promise to let everyone know this company is an absolute nightmare to deal with!! The products are beautiful and I will give them that, but it is not worth the headache of dealing with them. I think you will see a common theme after reading other reviews. Also please note I have dates and times and quoted things from Kaitlin and I have saved our conversations because I refuse to have this twisted. In the end.. when I finally lost it, she said for us to go to the shop and get a cash refund, and in fact it was $130.00. That was 9/21/18. We have since got a postcard for money off, it immediately was shredded. No amount of money off would make me use this company again. Please do your homework! There are so many people who do this besides Doors by Ty.

Jensen Custom Wood Products Response • Oct 04, 2018

Thank you for the feedback. It appears be have different views on the situation. We apologize if you felt that we handled the situation poorly, but we are not scammers and this was all over a set of handles. We made it right and you got your money back as promised.
Thank you,
Owners
Doors by Ty

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Address: 18061 Pilot Knob Rd, Farmington, Minnesota, United States, 55024-9113

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