We had the worst customer service experience we've ever had at this store. It's almost too long to recount here but I will give it a try.
We ordered an Anderson patio door here in October and specified that we wanted an outswing door. From this point on, every single encounter with 84 Lumber was full of frustrations. Our name/contact info was never entered into the system so any time I called, it was like pulling teeth to even get started. The delivery of the door was scheduled but then the day of delivery, no one showed up so after multiple phone calls, we found out that the person who ordered our door and scheduled the delivery had been fired. We finally had it delivered and the contractor came a few days later to install the door.
Turns out the fired employee ordered the wrong door. Not only did it not open out, it was also a lower-quality door. Which the contractors did not realize until they had already taken out the old door. Given that this was now November, they had to install the wrong door so that we weren't living with a hole in the wall. When we called 84 Lumber to make sure we wouldn't be charged for this, we were told the manager didn't even bother to show up that day but the visiting manager assured us that we should go ahead with the installing of the wrong door until the correct door could be ordered/installed.
So we went into the store 2 days later to order the correct door. The salesperson printed out the invoice so that we could double-check it. At this point we found out that we had been overcharged for the lower-quality wrong door by $1400!! The manager did not seem at all concerned about this, which only makes me wonder how many times this kind of fraud is happening.
We were told the door would arrive on 12/20. I called the store on 12/20 and was told the door was in. They never called to tell us. Based on the label on the box, we think it had arrived to the store at least a week prior. Why were we not called? Because of this delay, it could not be installed before January.
Luckily, this was the correct door. But of course, the contractors had to come out again to take out the wrong door and put in the right door. So we paid the contractors $500 more than we would have if it had been the right door to begin with.
As long as this summary is, it cannot adequately capture the hassle and stress that we had to go through thanks to this store's complete incompetence. The only good thing is that had we not gotten the wrong door, we would have never known we had been overcharged by $1400. But you cannot overcharge a customer by that amount of money and act like it's no big deal. You cannot screw something up so entirely that the customer has to pay $500 more for the contractor to fix the issue.
I have never experienced such incompetence in my life. If I was this bad at my job, I would have been fired years ago. read more