The Ugly Duck

Review: 20% restocking fee - I loaded the door and was certainly will to unload the door. I purchased it for my wife's birthday and she didn't like it. It was still completely wrapped etc. A $500+ door, and they were going to charge me 20% for restocking. Unbelievable this day and age. I have purchased a number of doors, trim and molding there in the past and this is how they treat their customers.Desired Settlement: I would like my money back.

Business

Response:

On October 18, 2013, [redacted] purchased 20 seven foot pieces of [redacted] ($68.60+$5.96tax=$74.56) and four (4) 2'6" six panel [redacted] doors ($516.00+$44.89tax=$560.89). On October 26, 2013, [redacted] returned and said that he wanted to return the doors because his wife didn't like them. He said that he wanted to get some more molding. We wrote up a new order for molding ($251.00+$21.83tax=$272.83). As is states on our invoices "Returned Merchandise will not be accepted without prior approval of the seller. All returned merchandise must be accompanied with a copy of the original invoice. A 20% restocking fee will be charged."

We told [redacted] that we would only charge the 20% restocking on the difference, which would be ($516.00-$251.00=$265.00x20%=$53.00=$212.00+$18.44tax so that his refund would have been $230.44 after he would have received the additional molding. [redacted] proceeded to yell and raise his voice at us and our customers that were in the building. He said that he would use the doors for "firewood."

[redacted] may have helped put the doors in his vehicle, but the doors are stored in one of our warehouses and a warehouse man would have had to go over to the warehouse and find the doors and then load. We would not be able to have the customers go to the warehouses, find the doors and then take them--inventory control would be a concern. Instead of trying to work out an amicable solution, [redacted] became aggressive.

If [redacted] would like an in store credit for $560.89 that would be possible. If [redacted] would like a refund, then there would be a 20% restock fee on the $560.89. The doors must be returned in as good a condition as when he received them.

Consumer

Response:

I recently filed a complaint against the [redacted], though I don’t agree with their business practice of charging a 20% restocking fee, the noted restocking charge is plainly posted on the invoice; therefore, paying for the 20% restocking fee, after the doors didn’t fit is my fault.

I loaded the doors, they were still wrapped in plastic and I would have gladly unloaded the doors, charging the consumer 20% didn’t appear “fair” or in line with industry standard. I oversee $5 - $10 million in construction every year, the highest restocking fee I have seen in 10% and that was for site delivered materials; however, it is my problem and I should have read the agreement closer.

Since we were left with hundreds of dollars of unusable doors, we decided to take them back to the [redacted] and pay to have them modified and mounted to door frames. My wife went to pick them up today and they told her that they would not let her have the doors unless we retracted the complaint filed with you, the [redacted]. I requested to talk to the person not allowing us to take the doors and explained that I didn’t think it was legal to not allow us to have the doors that we paid for. She then said that she would let my wife take the doors. While in the store, management completely humiliated my wife, repeated bad mouthed me and she left sobbing.

Again, filing a complaint with you on a plainly noted return policy is my fault, regardless of how “fair” I believe it is or isn’t; however, [redacted]’s management’s demeanor toward my wife today was unbelievable.

Regards,

Business

Response:

[redacted] brought the doors in the store on the 9th of November, 2013. She said that she would like to have them hung on jambs. We agreed to hang them and only charged $40 a door for hemlock jambs. We ask her if they could let the [redacted] know that we were hanging the doors that her husband had said he didn't want. She said that she would. [redacted] came to pickup the doors 16 November, 2013, and I had said that nothing had been sent to the [redacted] She said that she knew that her husband had also written something on our site and she said that he had removed it (I have not verified). She said that she thought that that was what needed to be done. She was visibly upset and said that she would have her husband remove it. Anyway, of course, we gave her the doors.

We purchased two (2) exterior double doors and 6 door locks and two (2) dead bolts and we only received one (1) key. What kind of business only gives you one key when you spend that kind of money to get them keyed the same? I talked to the salesman and explained we needed the double doors to open out not in, since we have had issues with break ins. When we received the doors, the hinges are on the outside, but the bad thing is the hinges are pins, and they can be pushed up and the doors will come off, and criminal can gain access to the building. I called [redacted], and he said the owner said all we get is the one (1) key and that is it. To fix the hinge issue, it would cost us an extra $140.00. Not that would be an issue, it would have been nice to know this when the doors where made. Since I don't deal with doors on a daily or even a decade basis, I think the salesman should have explained it, not after I get the doors up to the building over 100 miles away to have them installed. Not very customer friendly, not sure if I or anyone I know will purchase anything from them.

Nancy was wonderful! She helped me immediately to find what I needed! Thank you so much!

I ordered and bought interior replacement doors for my home from the Ugly Duck. I took in drawings that clearly specified the type, length, width, and openings for each door. All specifications were exact measurements. When I unpacked the doors to start their finishing, I noticed that the first door seemed too small. I measured the door and it was smaller than what I had ordered. I returned the door to the Ugly Duck. They refused to accept the returned door and reorder a door to the specifications ordered nor refund my money.. Instead, they offered to order me a new door to the correct specifications at their alleged cost. When I returned home, I measured all the doors I had ordered, and every door was not to specifications of the drawings given to them upon ordering. They were all undersized. I am stuck with undersized doors that I will have to make adjustments to use. I do not recommend the Ugly Duck to anyone.

I've purchased custom doors from them multiple times, always accurate modifications done and great sales staff.