Rawson Inc., Builders Supply

Good afternoon, after doing some research I wanted to respond to this complaint filed by Mr. [redacted]. This customer did come in needing replacement domes for a couple skylights, there were 2 sizes in question one was for a 2x2 and the other was for a 2x4, depending on where the original...

skylights were purchased would determine weather or not the sizes would be a standard or non standard size for us. Mr. [redacted] believed them to be a standard size and asked Ruben for pricing, Ruben gave him pricing based on our standard sizes, Mr. [redacted] returned with a dome that was broken in pieces so Ruben pieced it back together and taped it the best he could to determine the actual size. The size measured 25 1/4 x 25 1/4 which is standard for the smaller skylight, the customer purchased one, on a separate occasion Mr. [redacted] brought in the larger size dome to purchase a new one however after measuring it Ruben determined that it was not our standard size and the replacement would have to be special ordered, unfortunately due to this the price also went up due to the non standard size.  The pricing for standard and non standard sizes was explained to Mr. [redacted] I cannot speak as to the level of understanding and apologize for any misunderstanding during this process, skylights can be tricky due to different companies standard and non standard sizes. I apologize that Mr [redacted] lost the job he was working on but do not feel that it was the fault of Rawson Builders Supply do to the fact that pricing was explained. Mr. [redacted] returned the smaller dome he purchased from us and a refund check was issued on 4-7-17 in the amount of $ 54.16 we called Mr. [redacted] 3 times to let him know it was ready for pick up, we were unable to get a hold of him so it was mailed the next day to the address we had on file for him.We value all of our customers and strive to deliver quality product and service, it is our intent to ensure a positive shopping experience for our customers, I will take this experience and use it as a training opportunity for my team. Mr. [redacted] was issued a refund for what he purchased from us, we harbor no ill will and hope that Mr. [redacted] will visit us in the future for any of his building material needs.