We have used these guys many times over the years. They have great products and have been very friendly and helpful. However, I guess customer service ends when you want to exchange defective product. I bought a 2X6X10 piece of clear cedar that cost $50. I took it home, cut off about a foot of it to use for my banister and then started sanding it. I noticed then that there were pretty severe cracks on both sides. I tried sanding both sides to see if I could sand it down far enough to hide the cracks but they were just too deep. I took the board back today, expecting a fair exchange. I was told that since I had cut the end off of the board, they could not exchange it. I explained that that was the order a person would use to make a banister. Cut it to length and then sand. As I said, I tried to use the board by sanding it down but these cracks are very deep on both sides. I was told back I could come back on Monday and talk to someone else but they were not going to exchange it or call someone about exchanging it. Not sure how this will turn out on Monday but at this point, I am out $50 and have no banister for a project that is supposed to be done in 6 days. Very, very, unhappy.
Update: We returned the board during the week when the owner was there. He said they would normally credit back the length of board that was left which makes sense in a case where the homeowner cut the board and then wanted to return it for another. He did however in this case allow us to swap out the defective board for another. In the end, we were satisfied with the outcome. read more