The Window Depot

On 9-22-*** *** sent his installer to purchase a 1-3/4" 6p Fir door from Window Depot for $729.09, he was informed this door had a lead time of approx weeks The following day he cancelled this order and accused us of "making up" the lead time because we did not want to honor
the price he was given I personally assured him the door was on order at the price he was given and we had no control of the vendor's lead time, I was simply reading him the estimated ship date from the order confirmation He decided he wanted something "faster" so we cancelled the order with the vendor
After a few days of communication and talking him through the *** website so he could see what his alternative choices were, he decided on 10/2/to go with a pair of 6p with small lites in each door in steel due to availability At this time we refunded the original purchase price and applied it to his new door He ordered this door by phone and I specifically read him back the ticketPair of 36" doors, small lites, Steel, RHA, 4-5/8" FJ, ushinges, mill threshold He was also e-mailed a copy of his invoice and asked to review all details and descriptions
On 10-23-he sent his employee to pick up the door, the door was pickand signed for The following day *** *** called very upset and demanded I give him a full refund because this was not what he ordered I explained to him that I not only had repeated the description of the door back to him but also reminded him I e-mailed a copy of his invoice to review He chose not to open this e-mail until after he had picked up the door, at that time his first response was "what is a thirty sixty-eight door?" I let him know that a was a standard size door indicating it would be 3'0" wide by 6'8" tall He then explained to me that he wanted a pair of 34" doors, and I told him that we never discussed that size and I would have remembered that, because it would have had a longer lead time than 7-days He did not want to hear any of this and demanded I refund him or he would file a complaint against us with the Revdex.com I explained to him I could not refund his door because our policy was clearly posted "NO REFUNDS ON SPECIAL ORDERS" and he was given an opportunity to review his order and ask questions or make changes
If there was any "grey" area where I or my staff had made a mistake or misinformed him in any way, I would have re-ordered his door immediately Since I was involved in the re-order personally, I know he was given an opportunity to review, change, or ask questions It is my opinion that he was more worried about being abusive and combative than given me all the information I needed to get his order correct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Firstly, when the first door was ordered we were given a lead time of one week and the manager was not involved in the order. I was then told a week later that the lead time was actually six to eight weeks and at that time I was going to cancel the order. After talking with the original salesman, it was clear he did not want to lose the business and so we discussed alternatives. After discussing the alternatives with their salesman, he convinced me that because of the heat here in [redacted] to go with a textured fiberglass double door. I did not know at that time that there was also an issue with the width of the door. I have my installer as a witness as to what size door we asked to be ordered in the first place. I was then told another week after reordering that the door we order was not going to be delivered on the date as promised and although hesitant about it I let the manager know that if it did not arrive by the next Monday that I was going to cancel the order.The door did arrive to Window Depot on the Monday and my installer picked it up that afternoon. Upon arrival, and after we unloaded the door we figured out that it was 2" too wide and also that it was not textured as it was suppose to be. I do know what I ordered and there is no reason for me to claim that I ordered a textured door if in fact I didn't. For the manger to say I was being combative is not correct, I just wanted the kind of door that I ordered, nothing more, nothing less. Please have him forward you the proof of any faxes or emails that supports his claim that he sent me the information. He will not be able to because he did not send anything. I am not an expert on doors or windows and so relied on the company's representative to order the right door. I was willing to return the door with a restock fee but was refused that option. It it a common width door that they ordered by mistake so I do not know why it would be so difficult for them to return it. I am not a unreasonable person but do take issue with a company being unreasonable and not owning up to their own mistake. I do not require a door that does not fit the opening. I am willing to re-order the proper size door if they are willing to take the other door back.Hopefully they can look beyond one sale and realize that it would come back ten fold by compromising and working out a solution which is what I wanted in the first place.
Regards,[redacted]

On 9-22-14 [redacted] sent his installer to purchase a 6068 1-3/4" 6p Fir door from Window Depot for $729.09, he was informed this door had a lead time of approx 6 weeks.  The following day he cancelled this order and accused us of "making up" the lead time because we did not want to honor...

the price he was given.  I personally assured him the door was on order at the price he was given and we had no control of the vendor's lead time, I was simply reading him the estimated ship date from the order confirmation.  He decided he wanted something "faster" so we cancelled the order with the vendor.

After a few days of communication and talking him through the [redacted] website so he could see what his alternative choices were, he decided on 10/2/14 to go with a pair of 6p with 2 small lites in each door in steel due to availability.  At this time we refunded the original purchase price and applied it to his new door.  He ordered this door by phone and I specifically read him back the ticket. Pair of 36" doors, 2 small lites, Steel, RHA, 4-5/8" FJ, us15 hinges, mill threshold.  He was also e-mailed a copy of his invoice and asked to review all details and descriptions.

On 10-23-14 he sent his employee to pick up the door, the door was picked-up and signed for.  The following day [redacted] called very upset and demanded I give him a full refund because this was not what he ordered.  I explained to him that I not only had repeated the description of the door back to him but also reminded him I e-mailed a copy of his invoice to review.  He chose not to open this e-mail until after he had picked up the door, at that time his first response was "what is a thirty sixty-eight door?"  I let him know that a 3068 was a standard size door indicating it would be 3'0" wide by 6'8" tall.  He then explained to me that he wanted a pair of 34" doors, and I told him that we never discussed that size and I would have remembered that, because it would have had a longer lead time than 7-10 days.  He did not want to hear any of this and demanded I refund him or he would file a complaint against us with the Revdex.com.  I explained to him I could not refund his door because our policy was clearly posted "NO REFUNDS ON SPECIAL ORDERS" and he was given an opportunity to review his order and ask questions or make changes.

If there was any "grey" area where I or my staff had made a mistake or misinformed him in any way, I would have re-ordered his door immediately.  Since I was involved in the re-order personally, I know he was given an opportunity to review, change, or ask questions.  It is my opinion that he was more worried about being abusive and combative than given me all the information I needed to get his order correct

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Firstly, when the first door was ordered we were given a lead time of one week and the manager was not involved in the order. I was then told a week later that the lead time was actually six to eight weeks and at that time I was going to cancel the order. After talking with the original salesman, it was clear he did not want to lose the business and so we discussed alternatives. After discussing the alternatives with their salesman, he convinced me that because of the heat here in [redacted] to go with a textured fiberglass double door. I did not know at that time that there was also an issue with the width of the door. I have my installer as a witness as to what size door we asked to be ordered in the first place. I was then told another week after reordering that the door we order was not going to be delivered on the date as promised and although hesitant about it I let the manager know that if it did not arrive by the next Monday that I was going to cancel the order.The door did arrive to Window Depot on the Monday and my installer picked it up that afternoon. Upon arrival, and after we unloaded the door we figured out that it was 2" too wide and also that it was not textured as it was suppose to be. I do know what I ordered and there is no reason for me to claim that I ordered a textured door if in fact I didn't. For the manger to say I was being combative is not correct, I just wanted the kind of door that I ordered, nothing more, nothing less. Please have him forward you the proof of any faxes or emails that supports his claim that he sent me the information. He will not be able to because he did not send anything. I am not an expert on doors or windows and so relied on the company's representative to order the right door. I was willing to return the door with a restock fee but was refused that option. It it a common width door that they ordered by mistake so I do not know why it would be so difficult for them to return it. I am not a unreasonable person but do take issue with a company being unreasonable and not owning up to their own mistake. I do not require a door that does not fit the opening. I am willing to re-order the proper size door if they are willing to take the other door back.Hopefully they can look beyond one sale and realize that it would come back ten fold by compromising and working out a solution which is what I wanted in the first place.

Regards,[redacted]