ComplaintsforCarhart Lumber Company

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We began the process to order shower bases for two bathrooms in September 2022. Staff and a contractor measured the bathrooms to complete plans and bids and measurements for onyx bases. After multiple attempts to get the bases ordered, the bases were finally ordered 12/5/22. On multiple occasions staff was contacted to get an update on delivery of the bases as plumber was frustrated as he could get them in 30 days. On 1/4/23 we were notified that the bases would be here in a week. We attempted to contact staff multiple times to get updates with no details, on January 30th we were told that staff were going to drive to Kansas City to pick up in two days. 2/6/23, notified bases were not released to staff and must be shipped. February 14 notified bases were shipped but lost in shipping and had to be reordered. I contacted the manager of store to state my concern with the direction of this issue manager stated no staff had gone to pick up bases. Manager promised to contact me within an hour. no call. March 2 and 3 contacted again for update on delivery, and promised on March 6, no delivery, I contacted manager and again asked for this issue to be addressed with a firm date of delivery, call promised, no call. Delivered March 24 and we notified staff that they were incorrect. I went into store and spoke directly to manager concerning my frustration with the errors, extended timeline, and manager's unwillingness to contact me on previous calls as he had promised. I specifically asked for a date that I can rely upon to tell the contractors to be available to install these items as I have had workers in place to no avail due to errors. Onyx bases were finally delivered May 5 and they were incorrect in size. we notified manager that items were not correct and we would have the rooms reframed to use what we had. Manager stated that he would look to address issue, never heard back and received a bill for the entire amount.

  Business response

  07/20/2023

    The manager of the North Platte store became involved when ***** called him to say he was having issues with getting their two onyx shower bases that had been ordered for some time.  After ***** had the conversation with the manager, the manager then went back to the salesperson at the store to ask more questions, to get her side of the story.

  The salesperson said the lead time for onyx shower bases were 8-12 weeks.  The manager made the saleperson call ***** back and tell him this as she was more familiar with the situation.

  Time passed and ***** came in and was frustrated  with the the delay on the Onyx  and that the manager never called him back.  Manager apologized and told ***** that his salesperson called that same day ( the same day ***** came in and complained the first time) and talked to his wife, Heather, and told her  what was going on with the order.

  When the 2 onyx shower bases were delivered to their home, Heather called the manager and said one of the bases was not right.  Then the manager had his salesperson order another onyx base to correct the incorrect one.    When the third base was ready it was also delivered to ***** and Heather's home.  The salesperson then told ***** or Heather to let us know when we could come pick up the base that did not work/fit. We have not heard back from Heather or ***** to tell us to come get the wrong base.  Because we delivered 3 bases, we charged for 3 bases.  However, to fix this problem, the manager will call ***** or Heather the beginning of the week of July 24 to ask when we can pick up the wrong base.  At that time we will also give credit to ***** and Heather for the wrong onyx base we take back.

  Business response

  07/21/2023

  The manager apologizes for the mishandling of the project and would like to sit down with you and discuss a solution that is acceptable to you.

  Customer response

  07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

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