ComplaintsforWoodland Mills

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 2 bookshelves on Oct. 7, 2022 and was charged at $848 dollars at the time of the order. The website indicated that they would be at least 12 weeks out. So, I was patient when more than that time went by. I first requested an update on Feb. 19th and got a response from the owner ******************************* telling of their material delays and employee shortages. I next asked for an update on April 2nd and I got a response saying my order had moved up but it would still be a few more weeks. I next requested order status updates on June 19th, July 3rd, July 10th, and July 22nd (when I also left a voicemail). However there has been not a single response. On my last contacts I requested a complete refund or notification of shipment of the product. I have heard nothing. I now consider this a theft.

  Customer response

  08/01/2023

  The owner has reached out and apologized for the delay and the lack of response and has assured me the product will still be delivered.

  Business response

  08/01/2023

  08/04/2023 @ 1449....We are sorry that we missed an email from the customer inquiring about her spot in the production queue.  We have contacted the customer directly providing her an update both by email, and the message portal on our website.

  *******************************

  Managing Member
  
  Cunningham Furniture Industries, LLC. D/B/A The Woodland Mills

  Customer response

  08/01/2023

  [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, as long as they follow through with the delivery of my order.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a product (bookcase) from Woodland Mills on 7/17/22. Our card was charged 7/18/22. For $399.99. Upon checkout the estimated time to receive our product was 10-12 weeks. When checking on the status in August on the website, no update had been made and order times had been extended to 12-16 weeks I reached out to Woodland Mills on 10/1/22, giving Woodland Mills the full 16 weeks of time. ***** ********** never replied. I reached out again 11/29/22 and ***** responded stating he had 100 orders in front of ours still (this being nearly 6 months after ordering) and did not provide an estimated time of shipping or completion. It is now 9 months since ordering and we still have not gotten any update, received our product, or received a refund for the product never sent. I’ve attached photos which were taken 2/24/23 showing that no update has been made on the order since placing it (to my understanding it should be updated at each stage of creation and shipping etc) and the messages from the website showing no ETA and long delays between responses. I am also happy to forward emails from ***** ********** upon request, as I could not attach them to this complaint. I’m looking to have the money returned to my account as I no longer trust Woodland Mills or Jerry to do the right thing and provide a bookshelf in a timely manner.

  Business response

  02/27/2023

  The customer was contacted on 2/26/2023 to discuss the production status of their order.  At this time further documentation is required from the customer, and we are currently awaiting that documentation.  

  Customer response

  02/27/2023

  [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 company has provided steps to start the refund but has not yet processed. I have also included the response ************************ has sent back to me - for transparency on his response to my matter.
  
  Regards,
  
  ********************

  Business response

  03/01/2023

  We have been in contact with the customer to address their concerns.  After receiving further documentation from the customer, we were able to grant a one time exemption and issue an amendment to their contract of sale per the customers request.

  Customer response

  03/08/2023

  [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. 

  For the record here is the interaction I had with The Woodland Mills:

  Order Placed July 17th 2022

  Last Update July 1th 2022: Order entered and in production

  -----

  October 1 2022

  I was seeking an update on our order. It's been nearly 3 months and have not had any updates to the progress since it was placed. I understand it may take time but any update would be helpful. Thank you!

  ----

  October 2 2022

  Hi ******,

  Thank you again for your order! We're definitely running in that 12+ production range right now. Our production process isn't linear, that's why there really aren't updates until the order ships. Which orders we can ship in a given week is purely dictated by what parts the prior weeks wood cuttings have yielded. We then figure out which units those parts will make, and then ship the oldest order in queue for those sizes. And then it's repeat and start all over again. The process did go faster when we could find staffing but this year has been a challenge for sure. I hope this helps and I'll let you know when we get closer to shipping. - *****

  ------

  November 22 2022

  We are still yet to receive this product. I would like to get some kind of update as we are well past the 12 week production/shipping window we were promised when ordering.

  ------

  November 29th 2022

  We are still waiting for an update on our order. Please provide an update or we will be disputing this charge as no further communication is being made and we have no movement on our order in 5 months.

  ------

  Hi ******, sorry I didn't reply to your first message yet. I don't have any help and just can't keep up with the "are you done yet" emails I get in a day after working 14 hour shifts. Your order has moved into the top 1/3 of our queue, so it will be several weeks yet most likely until you move into the top spots for shipment. I'll let you know once you're in the top 10 or so. - *****

  ------

  February 25th 2023

  We have been waiting 9 months for our product. There is no excuse at this point. When we placed the order we were told 10-12 weeks. Then we were told minimum 12-16. Now we are 40 weeks waiting for our bookshelf. If we do not receive a refund or notification our product is shipping by the end of February 2023 I will be filing a chargeback and contacting the BBB.

  ------

  ********************, Please be advised that we do not tolerate threatening emails harassing our employees with unreasonable demands and threats. You knew the wood for your order was seriously delayed (8months late), and that we have a backlog of orders to build. You also knew at your last check in that there were only about 100 orders ahead of you yet, up from 500+ back when you ordered. Sending a series of nasty and demanding emails at 230 am is not the appropriate or polite way of checking your order status. If you would like me to issue you a full refund back to your credit card allowing your to breach you contract of sale with us, I will require a written and signed letter by you stating that you have not already, and will not initiate a chargeback with your credit card company. Upon receiving this documentation from you, I will immediately approve and issue a refund, and provide you with documentation of such. You have already gone against your own written word in your 230am demand ultimatum and have already opened a dispute with the BBB. You did so before well before the date you stated in your email(s). As such, there's no reasonable way you can expect me to believe that you haven't already called your credit card company to attempt to get out of your contract of sale. Please send your letter to my direct email address below: **************************;**************************************
  
  ------
  
  Hello ***********
  I want to be clear that I -in no way- threatened or harassed any employees of yours. I have the message I sent, nothing said was a threat, or harassing.
  Now, I was not in fact made aware that you were 8+ months behind when I placed my order. When I placed my order the website and my order stated 10-12 weeks. Had I known it would have been over 9 months, I likely would not have placed an order or would have had different expectations about my experience when ordering with you. I was understanding when I checked in October and the website showed delays due to the supply chain issues, and it increased to 12-16 weeks. I waited until the end of that, at which time you told me you had only 100 orders in front of me. Never did you mention 500+ orders at any time. The tone of your message made me believe that still there was not much time left before I would receive my order. Now its 3 months later and still no progress. 
  
  I am including the statement below to get the refund process started. As a consumer, I filed the complaint to help aid the refund process along, as I've been told the BBB is to ask as a third party for accountability purposes for both parties.
  
  I HAVE NOT REQUESTED ANY CHARGEBACK ON OUR CARD. I DO NOT INTEND TO FILE A CHARGEBACK UNLESS WE DO NOT RECEIVE THE FUNDS WITHIN 30 BUSINESS DAYS OF YOU PROVIDING THE DOCUMENTATION YOU STATED ABOVE SHOWING THE REFUND HAD STARTED PROCESSING.

  -------
  
  Your order has been cancelled and refunded back to the credit card you used at the time of purchase per your request.  There was no need to contact the BBB and I wish you would have waited to the date that you stated you would in your email to us.
  
  
  Your proof of refund is attached below:
  

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered three bookcases from Woodland Mills on February 17, 2022. Have waited eight months and the units have not been shipped to me. can reach anyone at the business by phone. Have had a couple of very cordial email interactions with Jerry C*************** regarding construction and delivery. I made contact in May and in July.. In our last discussion he said it would be a few more weeks. I sent an email to the company last week asking for the bookcases or my $1049.00 returned. I have not heard back. I am not angry; just disappointed. I am completing a remodel of my house and I really need the bookcases before the holidays.

  Business response

  11/07/2022

  Hello ****,

  The arched mouldings for your bookcases have been completed, and we will be shipping your units out the by the end of the week for you (Nov 11, 2022) so that you can have them before Thanksgiving.  Again, we're very sorry that the production time was very long this time around.  We're doing everything we possibly can to eliminate our backlog.

  Jerry 

• Initial Complaint

  09/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order with The woodland mill on June 2nd for three small bookshelves made from pine. The website said a month for the order to be filled. They immediately took the money for the bookshelves, on June second. Then later when you wonder where your order is 5 weeks later, you see it can take up to two months for smaller shelves. Well I communicated with the company several times. It is now three months later, no shelves and they have had my 747.00 dollars. My order number is ****. I have sent two attachments. One showing that it was in production on July 13th, but it is now September 4th and still no word. Just want my money back!!!

  Business response

  09/21/2022

  In response to our customer inquiry, we attempted to contact her on 9/5 @8:48AM EST via message center in our website, the manner in which the customer has communicated in the past.  We attempted again to contact the customer on 9/7 @ ****** EST.  Copies of messages were also directly sent to the customer's email address on file.  To date we have not received a reply from the customer.  Should the customer wish to contact us, she may do so through the message center on our website, or by emailing [email protected], or myself directly at *****@thewoodlandmills.com.

  The customer may cancel her order in accordance to the terms and conditions of sale posted on our website at time of purchase, and will be issued a store credit or may exchange for other merchandise.

  Thank you,

  The Woodland Mills

  Customer response

  09/22/2022

  [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:
  This is the message I received from them: Hi *******, I'm very glad to hear that you're so excited to receive them handmade bookcases you commissioned us to build for you. On our website we clearly state that production times are running a minimum of 12-16 weeks. Again I appreciate that you're eager to receive these. But I do feel that the complaining is an attempt to jump the line and get your order shipped way before somebody who ordered longer ago than you. We just can't do that, it wouldn't be fair to everybody else. Also being short staffed we can't keep shuffling orders around. We ship the oldest orders we can, and what we ship in a week is purely dictated by what parts the wood yields to us. It's real wood, not plywood. So we don't know what we'll get until it's all cut up and processed. I hope this helps, *****
  

  MY SENTIMENTS, I BOUGHT THEM BECAUSE IT SAID ONE MONTH ON THE WEBSITE. NOT THREE, NOT FOUR MONTHS. I HAVE NO DESIRE TO JUMP THE QUEUE, LINE OR WHATEVER. I WANT MY MONEY BACK. THAT IS ALL. NO EXCHANGE FOR OTHER PRODUCTS ON THEIR SITE, JUST MY MONEY....THE RANGE OF PRODUCTS IS EXTREMELY LIMITED. THEY REALLY SHOULD NOT TAKE A CUSTOMER'S MONEY UNTIL THEY SHIP THE PRODUCT

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

  Business response

  09/22/2022

  Our website clearly states the minimum lead time is 12-16 weeks.  No place does it mention a month, that's an arbitrary timeline the customer is trying to force on us.  Also our website clearly states that we only offer store credit or exchange.  None of our expense incurred are refundable to us, as such we don't offer refunds.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bookcase from Woodland Mills (order # ****) on 03/28/2022. I've reached out to the company several times asking for a status update - the most recent time being on Saturday 07/30/2022. I asked for a refund on 05/23/2022 and was told that the order was non-refundable. I have not received a response to my most recent (07/30) inquiry.

  Business response

  08/05/2022

  Thank you for the order inquiry.  Since we don't have office staffing, and we're backlogged in the shop, emails can take a few days to answer.  Your order will be shipping out by the week of Aug 15th for you.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8 Jan 2022, I ordered two (2) 70"H x 12"D Real Wood Bookcases from The Woodland Mills (Order # ****). The total cost was $598.00, which I paid directly on The Woodland Mills website using a credit card. I was promised delivery in 3 - 4 weeks. After 7 weeks, I contacted The Woodland Mills and was told that they ran out of materials. I requested the order be cancelled and a full refund be provided. As you can see from the accompanying files, communications with with Jerry C*********** resulted in more promises and excuses. It has now been 12 weeks. Since this was tied to a larger project in my home, I have had to use an alternate option so that I did not lose the project team and end up with uncompleted project. I have made five (5) calls to The Woodland Mills. Each time no one picked up the call and I was forced to leave a voice mail. No one has called me back. As you can see from the files, I have exchanged emails with Jerry C************** and left messages on The Woodland Mills website. As of the 27 Mar 2022, it appears that The Woodland Mills and Jerry C************* are no longer responding to any of my messages. I have not received the order. The Woodland Mills has not provided refund. I am sending this to your office for assistance with getting a full and immediate refund. Thanks in advance.

  Business response

  04/18/2022

  After careful review of the customer's account, we have elected to issue a one time waiver of the terms and conditions of sale that the customer agreed to at time of purchase.  A refund has been issued to the credit card the customer used at time of purchase.

  Customer response

  04/22/2022

  [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,
  
  ***********************
  

*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. ↩