ComplaintsforWhite Shanty

• Initial Complaint

  12/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid $4537.77 on 10/28/22 for custom barn doors. Any attempt to contact them at a variety of phone numbers ends with them saying we are closed. Sales person ******************** (************) says he is out of the office and will contact me. Numerous texts and phone calls and no response.

  Customer response

  01/22/2023

  
  Thank you for your attention...the complaint has been resolved. 

• Initial Complaint

  04/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Same problem, different customer! We ordered the barn door on January 17, 2022 with White Shanty telling us it would be delivered in the first week in March, 2022. We received the door on March 30, 2022 after requesting confirmation on why we did not get it on the original delivery date. It arrived in dirty glue condition with no instructions. Screws were placed backwards in the shipping box which created potential damage to the door inside the box. Screws were also aimlessly placed from the inside of the shipping box to the exterior which caused damage to our recently epoxied garage floor. I emailed pictures of the damage, the screws and the glue on the door frame and glass and requested a response and reimbursement. I also asked for the weight of the door and instructions for assembling the door. White Shanty never responded. I hired a professional to assemble the door and install it. Turns out White Shanty sent the hardware for a strap roller instead of the top mounted roller that we ordered. We had to go to a hardware store to get the missing hardware. The top rollers were not drilled properly. The holes were oblong and had to be re-drilled. This has been a horrible experience with a poor product result. Today, I looked up the BBB history of White Shanty and discovered they have an extremely poor record with customer deliveries, quality of product and responsiveness. I want to be reimbursed for the cost of the hardware, cost to repair my epoxy garage floor and for the damaged door that had glue all over the frame and glass. Do not buy anything from White Shanty! The only thing they have that is high quality is their website which is the reason we purchased a custom made door from them.

  Business response

  04/04/2022

  We apoligize for the delay in the door to ****************. As our paperwork and S.O.U state, the ship week on the paperwork is an estimated ship week. We apoligize in the delay for letting **************** know the materials were delayed which in turn caused a delay in his ship date. We have asked **************** for pictures of his floor so we can assess the issue. Screws are placed throughout the crate to insure the product arrives to the customer. The pictures of the screws in the crate we have seen look like the screws were pulled out which might have caused the damage. Our methods for packing have been reviewed numerous times and are deemed to be the safest for our product. The pictures do not establish that we are at cause for the damage. However, we are still requesting pictures of said floor so we can assess the issue. 

  The pictures of the door we have seen show very little glue on the frame and glass. We are looking at corrective options that will be satisfactory to the customer, which **************** had asked us to do in an email to us. 

  In his emails to our company, **************** has not made comments in regards to the hardware issues he is having. If he can provide any pictures of the hardware issues he is having we will certainly correct that issue for him. 

  Business response

  04/07/2022

  We apologize to **************** for the issues he is having, with the missing hard ware, glue and floor. We agree to refund **************** $500 for the issues he is having, as he asked. The refund is being sent to our accounting department on 4/8 and usually take 10-14 business days to process. We apologize once again and believe the above resolution will solve this matter.

  Customer response

  04/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 16, 2021 - I purchased a Barn Door from White Shanty to hang in my basement which I was having finished. Order # **** for $2,128.38.The basement finishing took much longer than expected as the contractor's employees had contracted Covid and the barn doors remained in the original crate inside my garage. Here were my issues that I originally reported to White Shanty - and they promised as per their email to refund me $212.28 - that never happened. 1) Paint issues and dents + scratches - see 2 pictures attached of examples of the issues. 2) No installation instructions were initially provided in the crate 3) I called Customer Service and they sent assembly and installation instructions, but those assembly instructions did not advise how to create the *** design on the lower half of the doors. instructions were sent by White Shanty - but they were for the wrong design. 4) The back handles... there was no slot to put these flush against the doors - I had to cut into the doors to make them flush.5) The installation instructions were followed to the letter, and now there is a gap between the 2 doors. (see image attached). Is it supposed to look like that?! I've attached pictures of the doors assembled and hung.6) Please provide the color used by White Shanty on these doors so that I can do touch ups Subsequently, I learned that the boards provided by White Shanty for the "X" design - were not cut properly. Given all the issues that I've had with these Barn Doors - I am requesting White Shanty refund me $500 Thank you for your attention to this matter. Sincerely *********************

  Business response

  02/17/2022

  We will review the status of the previously agreed upon reimbursement.  We also investigate the claims referenced in the complaint.  If complaints align with our records, we will increase the reimbursement amount as requested.

  Customer response

  02/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 barn doors from White Shanty in June 2021 at a cost of more than $3,000 and they were to be delivered the first week of October. They were delivered the first week of December 2021. They provided third party curb side delivery and were going to leave the 700 pound package in the street front of my home. I had to pay $100 cash tip to have the doors moved a few feet to my garage. The installation directions were confusing and unclear . We finally got the doors ready to install, however, one of the roller casters is longer than the other and the door will not hang plum. We have sent multiple emails and phone calls requesting that they send a new corrected level roller caster so we can finish installation. It has been more than 3 weeks and no one will respond to our concern and requests.

  Business response

  03/29/2022

  We apologize for the issues *** ***** is having with her door hardware. We have been in contact with *** ***** as recently as 2/28/22. We are actively working on correcting the issue and offering solutions for this issue. We are in the process of making and then sending *** ***** a custom top mount assembly which will rectify the issue to her satisfaction. Our team will be reaching out to *** ***** shortly to update her on the status and when she can expect this to be in her possession.

   

  Thank you

   

  Matt K****

  Director of Customer Care

  White Shanty

  105 G.P Clement Drive

  Collegeville, PA

  19426

  Customer response

  04/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The issue is still not resolved. We provided additional information  more than two weeks ago and have not received a response. 
  
  Regards,
  **** *****
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered in 4/2021, ship date in Jun, then Aug then, Oct. finally arrived. Only one of the 2 French door had holes drilled for mounting. no instructions for hanging. Could only hang one door. so that my house could be appraised for closing on my mortgage loan.. My builder will not repair your defective door or hang it.. It is made of iron and glass it is very heavy. He will not take the responsibility for the door or hanging it since it was not manufactured correctly. Having someone other than the manufacturer work on the door would negate any legal responsibility for the door and the responsibility if the door fell because it was not mounted with factory installed holes and threading. There are no holes in the iron. Drilling into the Iron would more than likely break the glass at the point. I paid you in April for 2 French doors. $2435.00 full price. I expected better customer service from your company. When I spoke Kaheim on Dec. 8th about the repair to the door, I was on vacation and did not arrive home until Dec. 13th. l am very unhappy with their product and service. My Builder came to install the door for me since their employee would not install the hardware or hang the door. We could only do hardware that holds the wheels, but could not install the other hardware because your employee drilled 8 holes instead of 12. I believe these brackets are the one that keep the door in place and keep it from winging. If their employee would had done his job then, we would not be in this situation. I have been waiting for the 2nd door to be installed for several months. I paid full price for an inferior product and customer service. I have been patient and have worked with them to solve problems. However, I am not willing to wait for them to fix the problem. I want a full refund. I am going to have to pay for my builder for hanging the 2nd door, hire someone to drill the hole for the other mounting hardware.

  Business response

  03/24/2022

  We reached agreement with customer on 1/14/22 on reimbursement of $600 following *** *******s complaints. We believe this resolves *** *******’s complaint as she agreed to the amount and we have signed agreement from both parties to close this matter. We believe this resolves this complaint.

   

  Thank you

   

  Matt K****

  Director of Customer Care

  White Shanty

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were building a brand new house and I wanted a specific type of barn door to cover my office area. I did some research online and although I could have purchased from *********** they didn't have the pattern that I wanted (chevron) . In June 2021, I paid $2,928.80 for custom barn doors to be made by White Shanty and shipped to our new house. They came in a crate on August 31st. On September 2nd, I had a professional come and install the doors. What should have taken 2 hours, took 8 hours. The quality was horrible, which caused his drillbits to break off, several times.The doors were bowed, ,did not close properly Below is a letter I sent them(after talking to them on the phone), along with pictures.Ive attached a copy of the PO, and numerous pictures. To say that I'm mad or disappointed is an understatement. We just built a brand new house and I could have ordered barn doors from *********** but I wanted a better quality and workmanship and fully expected that is what I would get from a custom barn door company. The issues I have with this door are as follows: 1-Absolutely NO instructions whatsoever and no packing slip. 2-Shoddy materials used, the door is skimmed with a very thin wood and the rest is paper thin. 3-The outer skin of the door is so thin that it started flaking off. 4-The entire door is bowed, so it wont close together which is super obvious when you try to close the door. Neither door is completely square. 5-I paid for this to be painted white, but it seems more like it was barely painted at all. I have sent 6 email since asking for resolution, including a quote on a replacement door and I have not heard back. Please help me to get proper resolution on this. Sincerely *****************************

  Business response

  03/24/2022

  We apologize to *** ******* for the issues she was having with her doors. We also apologize for the lack of follow up with *** *******’s emails. We offered to refund *** ******* her full amount due to the issues she described, she would just have to send back the doors she received. *** ******* refused, wanted to keep our doors and have us pay for another companies doors, plus $200 for the installation of said defective doors she got from our company. We offered to refund *** ******* whatever cost to have the doors fixed on site, provided we see an invoice of work done, which *** ******* also refused. We have not heard back from *** ******* since she refused our attempts at fixing the issues with her doors.

   

  Thank you

   

  Matt K****

  Director of Customer Care

  White Shanty

  Customer response

  03/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I was never offered to send the doors back  I was only offered to have the door fixed onsight. I will accept a payment of $250 for the defects in the doors as represented in the pictures and consider this closed upon receipt of the $250.

  Regards,
  
  ******* *******

  Business response

  04/04/2022

  We have reached out to *** ******* to obtain accounting information to process a refund. Once we receive that we will process a refund for $250.00

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered double barn doors at the cost of $2,952.96 from this company in April of 2021, and received the shipment in June of 2021. One of the doors was warped and White Shanty agreed to replace that door. I was told the replacement was put on a rush. Almost 5 months later, and multiple calls and emails to the company, I still have not received my replacement. I have been told several times that a customer service representative would look into the matter and get back to me which they do not. I have asked the company to provide me with a refund until the product is resent and they said that's not part of their policy.

  Business response

  11/23/2021

  Replacement order was delivered on November 9 2021

• Initial Complaint

  10/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number ******. Shipping: Double doors they were supposed to be shipped vertical, arrived horizontal and forklift had punctured a hole narrowly missing the glass. Build Quality: One door was actually out of square, contractor had to play games to get the doors lined up. Rails has burrs on them which made the doors not ride smoothly. Holes in top of door didn't line up properly with the rollers, contractor had to adjust holes. Several parts of the grill the glue didn't stick and oozed out the side, I think a 3rd grader could have done a better job. Customer Service: Didn't ship the screws to attach the rollers, 3 shipments to get me the right ones had ME sending pictures (do you not know your own product). Didn't ship spacers for soft-close device, NOW waiting for them to show up and having to pay the contractor more money to come back. "Designer" ghosted me, even when cust. service messed up multiple times.instructions: Missing called multiple times to email install documents.

  Business response

  11/29/2021

  Very sorry to hear of the difficulties you encountered.  You can contact our customer service dept to discuss billing adjustment at ************ and reference case # ********.  Thank you.

  Customer response

  12/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Still wouldn't do business with them again, but at least they compensated me for the poor build quality, extra hassles with my contractor, and pathetic customer service.
  
  Regards,
  
  *** ******
  

*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. ↩