Complaints

This profile includes complaints for Dixieline Lumber & Home Centers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Dixieline Lumber & Home Centers has 12 locations, listed below.

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  Dixieline Lumber & Home Centers

  3250 Sports Arena Blvd San Diego, CA 92110-4528

• 

  Dixieline Lumber & Home Centers

  561 N Tulip St Escondido, CA 92025-2532

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  Dixieline Lumber & Home Centers

  1400 W 28th St National City, CA 91950-6308

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  Dixieline Lumber & Home Centers

  4888 Convoy St San Diego, CA 92111-1611

• 

  Dixieline Lumber & Home Centers

  250 W Ross Ave El Centro, CA 92243-9709

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 20, 2022 - I met with Design Specialist, *************************, at Dixieline located at *************************************************************. I explained that we had previously purchased cabinets several years ago for our kitchen and 1 half-bath remodel and we were back to purchase matching cabinets for our other 2 bathrooms. She was able to pull the previous order and confirm that the cabinets were Diamond brand. I emailed ****** a powerpoint which included photos of the kitchen and half-bath cabinets we wanted to match.February 6, 2023 - ****** came to our home to measure for the 2 bathroom vanities. At that time, I showed ****** the cabinets we purchased from Dixieline, and that we were wanting to match. Later that day, ****** emailed the final design based on her visit. March 16, 2023 - ordered 2 bathroom vanities, paid in full $8513.09 April 19, 2023 - the vanities were delivered with wrong door design. I emailed ****** a photo of what was received and a photo of our kitchen cabinets which we were matching. She advised our installer, *************************, that he could install the cabinets and that she would look into the error when she returned from bereavement leave. I was later told by ****** that the sample she had was mislabeled and therefore the wrong item was ordered. ****************, we received the ***** design and should have received the ******* design. ****** worked with the vendor to have the correct drawer faces and cabinet doors ordered. May 18 - the new doors arrived. I communicated with ****** that these doors did not match our kitchen doors either. She responded that they were the correct ******* doors by ******* and that it looked like the design had changed. This is extremely frustrating because I returned to Dixieline to purchase matching cabinets, the Design Specialist looked up the previous order, I emailed photos of the cabinets I wanted to match, the Design Specialist saw the cabinets I wanted to match in person, and I am stuck with doors (after paying $8513.09) that do not match the rest of the house. Although I understand styles change, I should have been advised prior to the purchase. Additionally, the cabinet installer, *************************, requested an additional trip charge since he should have been able to do the entire job in 1 day but has to make another trip to install to doors/drawer fronts due to incorrect order delivered. ****** advised me that she was going to work with ***** regarding the installation. May 23 - ***** confirmed that he had submitted an estimate for the installation to Dixieline. That same day, ****** advised me that her manager wanted a different vendor to install the doors/drawer fronts.My doors/drawer fronts are still not installed. I am seeking installation and compensation for misleading information regarding the order.

  Business Response

  Date: 06/26/2023

  After talking with ****** and store management, Dixielines responsibility is to finish the install of the new doors.  Our installer will be there today (6/26).

  The Diamond display door was labeled incorrectly by ******* and they have sent the customer the correct replacement doors. We have offered to have one of our installers install the new doors as their installer is not setup in our system to be able to pay him directly. 

  In regards to the new doors not matching the kitchen doors.The customer did come into the store and meet with ******. They looked at our door samples and this is the door they selected. They had the opportunity to check out the door sample and take it home to confirm it matched. If it didnt match we had other cabinet brands that *** had a door style that was closer.Matching a cabinet door that is several years old is very difficult. Most of the time a close match is the best you can do. These are vanity cabinets in a completely different room than the kitchen cabinets.

  The customer has not reached out to any manager at the store level to try and resolve this before filing a complaint with the BBB. This could have been resolved or at least deescalated by reaching out to management for help.

  We are here to assist with anything we can.  **************** is there to help.  Thank you for your business.

  Customer Answer

  Date: 07/13/2023

  Dear Dixieline Customer Service,
  
   
  
  I am writing in response to your BBB reply and to once again express my disappointment and frustration regarding the recent cabinet order I placed with Dixieline. I believe there has been a significant misunderstanding and miscommunication throughout the process, which has resulted in cabinets that do not match our previously purchased ones. Just to confirm, yes, an installer came to our home and put on the new, non-matching cabinet doors on June 26.
  
   
  
  As background, on December 20, I met with your design specialist, *************************, and provided information so she could review our previous order. ****** was able to pull up our order and informed us that we had purchased the Diamond brand cabinets. We also explicitly mentioned that we wanted the same product as our previous order, without any changes in style. We did not receive any indication from ****** that the cabinets might be different from what we had previously purchased. There was no mention that styles may have changed. Our expectation was that ****** had pulled up the old order, understood we wanted the same, and that we would receive the same style. At no time was it suggested that we take home a sample of the cabinet door for comparison.
  
   
  
  Also, on the same day, December 20, I emailed ****** a PowerPoint presentation that included photos of the cabinets we had previously purchased from Dixieline, emphasizing our desire to match them once again. Again, at no point during our interactions did ****** inform us that the styles had changed or that we should expect anything other than what we had previously purchased.
  
   
  
  On February 6, ****** visited our house to measure for the two bathroom vanities. I showed her the cabinets we had previously purchased from Dixieline and clearly stated that we wanted to match them again. At no time did ****** indicate that the cabinets we planned to order werent the right cabinets or that they did not match. We were under the impression that we would receive the same cabinets as our previous order.
  
   
  
  However, on April 19, when the vanities were delivered, we were disappointed to discover that they had the wrong door design. I immediately contacted ******, providing her with photos of the cabinets we were expecting and the ones we received. Once again, at no time during our communication, was I informed that we should anticipate anything different from our previous purchase. We trusted ******'s expertise and believed that she would deliver the correct product.
  
   
  
  On May 18, we received new doors for our vanities, but unfortunately, they still did not match the previously purchased ones. It was only at this point that ****** informed us that it was a new style and the previous one was no longer available. This was the first time I had been made aware of this information. It is evident that having mismatched cabinets in our kitchen and bathrooms negatively impacts the overall aesthetic appeal, resale value, and marketability of our home.
  
   
  
  On June 6, ****** informed me that she was working with management to resolve the issue.  When I didnt hear back from her, I filed my complaint with the BBB on June 11.  Then, on June 14, I sent another email to ****** regarding resolving the issue, which included a request for a 50 percent refund on the product ($4,256.54) and asked her to forward my communication/email to the General Manager of Dixieline.
  
   
  
  Please know that I am happy to share all of the emails and the original PowerPoint that I sent to ****** regarding the look of the cabinets. I have everything documented.
  
   
  
  I firmly believe that Dixieline holds liability in this matter. My initial intention in choosing Dixieline was to ensure that the cabinets would match our previously purchased ones. I appreciate your suggestion of exploring other doors available, even if from different vendors. I was never made aware that this was an option to resolve this issue.  However, it is important to emphasize that all I ever wanted were cabinets that would match our existing ones, as that was the sole reason for choosing to shop at Dixieline.
  
   
  
  I kindly request your immediate attention to this matter and a prompt resolution. I would appreciate it if you could arrange a meeting or provide guidance on how we can rectify this situation. I believe that finding a satisfactory solution will not only restore our confidence in Dixieline but also contributes to maintaining the reputation of your company.
  
               
  
  Thank you for your attention to this matter. I look forward to hearing from you soon.
  
   
  
  Sincerely, 
  
  *****************************

  Business Response

  Date: 07/17/2023

  We apologize for any confusion that *** have accrued during this transaction.  We do appreciate your business.

  Unfortunately, we are not able to refund you the amount you're requesting.  The job is installed, and finished, with the cabinets you picked out while visiting the Miramar location.

  We were not able to look up your previous order, as our system, does not go back that far.  The assumption that ****** looked up your old order, in reality, did not happen.

  ****** reviewed the only 2 cabinet choices that ******* offers, and pointed out the differences in them while you were in the location, and you picked the doors that you now have in your bathroom.  It seems that the doors you have in your kitchen are either no longer made or ***be not Diamond at all.  We wouldn't know for sure because we never saw your original order.

  ****** came to your house, to measure your bathroom, but did not review the doors that were in your kitchen with you.

  We apologize for any inconvenience this *** have caused you. 

   

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered windows for home through a Dixieline sales consultant. The consultant understood exactly what we had ordered but wrote the incorrect product code on the order. We signed off on the order after reviewing sizes, pictures, etc. When the windows arrived they were a totally different window than we had been discussing for months with the design consultant. We had only ever discussed one model of window and this was not it. We immediately brought it to the attention of the Dixieline sales consultant, *****. He admitted the mistake and stated he would make it right personally if Dixieline wouldn't. Then it all changed. In the next call they stated that this was our responsibility because we had signed off on the contract with the incorrect code- placing the responsibility for understanding the codes on us. After nearly 3 weeks of follow up we got in touch again with the store manager who changed the narrative yet again. He now stated that this was a case of buyers remorse- totally ignoring the facts and the truth. We are seeking a full refund and to return the windows based on the fact that they are not the windows we discussed with the sales consultant.

  Business Response

  Date: 11/18/2022

  ***************** who paid for the window order but was not present for any of the dialog during the order said that we cant expect **** (designer) and *******  (****** Wife) to know what Contour grid means compared to Flat Grid. ***** talked about the quality of the windows initially,questioning how this series of Window could be called premium. The designer,************************* was the one that presented all of the requests as to what they were looking for and did the sign offs on the worksheet. ***** only came in to pay for it and that was the extent of his participation until he made phone calls to discuss returning the windows. ***** was saying that he was sure that this was not what was discussed, but again he was not present and the designer was the one that made the choices that led to the premium series with a contour grid purchase. ***** started working with them in late 21 on options and got into significant detail with the wife ******* and designer **** dating all the way back to February 22 on the grids as they were sorting through exactly what they wanted. His comment that ***** admitted a mistake was actually him saying let me look into it to be sure and if there was a mistake we would work on a solution. After double checking what was ordered it was exactly what had shipped. 

  If there are issues with quality, that's a separate issue, that we can work with the vendor to help correct.

• Initial Complaint

  Date:08/29/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our contractor put together an order with Dixieline for wood fence planks. In the end, the wrong material was delivered and partially installed before we caught the mistake. Because of this, our contractor ended up abandoning the job and we lost over $11,500 due to this mistake.In order for us to reclaim the money we lost, the **** and the contractor's bond surety is requesting a written statement from the employee at Dixieline (****) who put together the order with our contractor. The contractor is currently stating that he was not at the store that day and did not put together the order at the counter with the employee (****). The point of the written statement is to show that our contractor was indeed in the store that day telling the employee (****) what type of wood and how many pieces to put in the order.In addition to the written statement we are also requesting the store CCTV footage from the day of this incident to better document the series of events that day and how the order preparation took place.Finally, we would like to have someone from Dixieline corporate to contact us personally by email about this incident because we have not been able to get the employees at the store to cooperate in this matter honestly and forthcoming.

  Business Response

  Date: 09/07/2022

  To whom it may concern

  We have both parties asking for the same information.  We would like to help get this resolved.  Please leave us a number that we can contact you with and we will reach out to you.   thanks!

  Customer Answer

  Date: 09/07/2022

  Please e-mail me personally at ************************* ASAP. The store employees have already told us once over the phone and once in person at the store that this situation was the contractor's doing. Specifically, *** told us over the phone that the contractor should have noticed the wood was not ******* fir because any landscaping contractor would/should know the difference between knotted western cedar and ******* fir. ****, the employee who put together the order with **** (the contractor) at the counter, told us in person when we went into the store that **** (the contractor) told him exactly what to put in the order and that **** was told by **** (the contractor) to order knotted western cedar for the 1x4 boards while leaving the 1x2 boards as ******* fir. **** said he had assumed **** (the contractor) had relayed that to us and we were okay with it. We need everything in writing from here on out, so please e-mail me so we can keep our communication about this documented. Thanks.

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I went to Dixieline to purchase wood panels for a new fence. The design consists of 1x4 inch 12 foot and 1x2 inch 12 foot horizontal pieces. We chose ******* fir **** and had them give us a quote for 225 pieces of the 1x4 and 100 pieces of the 1x2. Once we knew the total cost, we then saved up for 2 months and came back to the store to place our order. The following week when the wood came in, we went with our contractor that Friday to have him load it up and deliver it to our house. The next day his crew started installing the fence. As the 1x4 panels were being installed we noticed there appeared to be a lot of knots in the wood. So much so that I began to question if this was even the correct wood because we specifically picked out the ******* fir option because the planks barely had any knots in the wood grain.I noticed when I checked the wood in our garage that the 1x2 pieces were a little thicker than the 1x4 pieces and also that the 1x2 pieces didn't have hardly any knots whatsoever. So I started to worry a bit and checked our receipt. On the receipt it doesn't actually say "******* fir" or whatever type of wood. It's just a series of letters and numbers. So, I took the sku that was next to each item line and typed them into the Dixieline website and that is when I discovered that only the 1x2 inch pieces were ******* fir. The 1x4 pieces came up as western red cedar.We immediately drove over to Dixieline to tell them the situation, but were told that we couldn't exchange any of the pieces that had already been screwed into the fence posts. No one seems to know why or how western red cedar was typed in as the wood option for the 225 pieces of 1x4 planks from our order. So now we're stuck with 136 pieces (over $3,000) of western red cedar fencing that is useless to us for our ******* fir fence. On top of that, we've wasted money on paying for a day of labor installing the wrong wood type.

  Business Response

  Date: 05/13/2022

  Store management reached out to customer and worked out a agreement that both parties were happy with.  

  Customer Answer

  Date: 05/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************