ComplaintsforKent Building Supplies - Head Office
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Complaint Details
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Initial Complaint
06/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I hired a company called **** windows and doors to replace 3 windows and 2 doors. After contacting with my contractor, he mentioned that I should order my bathroom window from Kent, as he needs it for December 1st, and **** windows wont be ready until January. No problem, I mention it to **** window, and use their professional measurements, which were very clear to the KENT store in Dartmouth Baker Dr. I show him the measurements from **** window to the guy that orders windows at Kent, and was clear about which one were which, and then went on my way to pay, as I trusted that the guy. He mentioned it was final as it is a custom product, which makes total sense. So I paid, and 4-5 weeks later I pick up my window. I thought it was quite big, but I took it home. After taking many measurements and stressing about it for hours, I realized that the guy used the exterior measurements for the interior of the window and in fact it is too big. Now it delays the works I was supposed to get done, and I may have to resolve to not install a new one at this point, as the contractor start December 1st, and needed it for that time. Anyway, I contacted Kent customer service, on the 20th of October at 00:21 AM. And ever since I never ever got an answer from them. This is unacceptable, this is a mistake from their employee and they should take ownership of it.Business response
06/11/2023
Customer was contacted and we will order another window and have it delivered within the required timeframe.Customer response
07/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20829665, and find that this resolution is satisfactory to me.Initial Complaint
11/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I made an online order with Kents on June 20th 2023, order number #000167439. The lock set I ordered had two dead bolt inner locks in the package. There was suppose to be a dead bolt inner lock and a knob inner lock. Also the door that I purchased had a big scratch under the wooden packaging. The window also leaks during heavy rain. I tried calling my local Kents and the assistant manager hung up on me when I tried telling him my issues with my order. He could care less about anything I had to say. So I tried writing a review about the products I had purchased on their website. They keep sending me a email stating my review has been moderated "Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!". What kind of company is this, they have poor rude customer service and when you try to warm other buyers by leaving a negative review. They don't allow you to. I will upload a screenshot of my review and I would like to no what website guidelines am I breaking by writing a review ?Business response
20/07/2023
Customer has been contacted and the problem has been resolved.
Customer was given a gift card for their time.
Initial Complaint
18/04/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I purchased a custom window for my home. It was somehow written up and delivered as a vertical window, despite me requesting a horizontal window. I wish to have the incorrect window picked up (it was delivered as it is too large for transport on my own) and my payment refunded. I have contacted Kent multiple times, being told they will call me back on three different occasions. I have not been called and the window is still at my home. The entire purchase process, now ending with this, has been some of the worst customer service I have ever experienced.Customer response
24/04/2023
Complaint 19952881 has been resolved, business picked up window yesterday and refunded my credit card for the amount of the window today.
Thanks so much for the assistance in this matter!
*****
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.