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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Disappointing **************** and Unfair Restocking Fee Policy I recently had an extremely disappointing experience with Tru Door. I ordered several stock frames and doors, expecting them to match my existing setup based on the information provided. Unfortunately, the items did not match at all.When I contacted customer service to return the items, I was informed of a hefty 35% restocking fee. Considering that the items were stock products, unmodified, and still in their original condition, this fee is exorbitant and unreasonable. Furthermore, I had already placed a new order for items that will match, showing my intention to continue doing business with them despite the initial mistake.To make matters worse, the process of returning the items is unnecessarily complicated, requiring an RGA number, and making it clear that packages without this number prominently displayed will be refused. This policy adds an unnecessary layer of frustration to an already disappointing situation.The lack of flexibility and understanding from regarding this issue is incredibly disheartening. As a customer who trusted their product descriptions and continued to do business with them, I expected better treatment and customer service. Instead, I am left feeling penalized for an honest mistake.I urge potential customers to be cautious when ordering from them as their return policies and restocking fees are neither customer-friendly nor fair.
Business response
06/24/2024
Trudoor has contacted the customer (*************************) directly and worked out an amicable solution to this situation. Trudoor has agreed to refund the complete price paid (with no restocking fee) for the order as soon as the items are returned. The items are due to arrive at Trudoor on Tuesday, June 25th via **** The tracking number is 1ZA2476R0300899645. Trudoor has also reimbursed the customer $103.64 on 6/21 to fully cover the cost of return shipping. Trudoor respectfully requests that this complaint be retracted since a solution that works for both parties has been reached.
Thank you,
*********************************
Initial Complaint
04/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a door closer for $69.90. When I got the order confirmation by email, it showed they had added a Handling fee of $19.90 (****%), plus a Home delivery fee of $5.80. Deceptive business practice.Business response
04/17/2023
There is nothing deceptive about our business practices. This customer ordered one commercial door closer. The shipping and handling fee of $19.95 is displayed during checkout along with $5.80 home delivery charge that ***** charges us for all non commercial delivery destinations. The shipping and handling fee of $19.95 is added to all hardware orders under $200. This is noted on our website and can found on our shipping Info page under the "Hardware" section: **********************************************************
We are confident in the way we conduct business and will continue to serve our customers with integrity. Trudoor is dedicated to providing the highest quality products and customer service.
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3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.