ComplaintsforDoors4Home

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to resolve a warranty claim with Doors4Home whom we bought a Glasscraft door from since November 2022. They have been avoiding our calls and are being non responsive for the replacement of a door which is still under warranty. They no longer make the door and we were asked to pick out a replacement. We have done this and provided the information to them. They keep telling us management is trying to make a decision on what to do with the claim. The door in the meantime remains on our home with peeling paint throughout. It looks unsightly in a neighbor of new construction homes. This is the second door weve replaced through them. The first one did the exact same thing with the peeling but was resolved quickly. However, they never paid for the door to be taken off twice, modified and reset by our builder due to them sending an incorrect size/orientation of the door. Which this is a factor again. The reset of the door should be part of the replacement process not of the homeowner for a faulty product. The original doors cost was over $10k and I have selected a comparable replacement per their instructions. But since its been impossible to get in touch with anyone. We are being dodged even by glasscraft whom we have also contacted. We want our door replaced with the new door selected, as well as the cost to have the new door installed. Or installment needs to be provided. Discontinue use of warranties if you are not willing to abide by them. Consultation of employees who are providing non responsive and unprofessional behavior to the consumer.

  Business response

  04/24/2023

  We did have a customer service issue with Mr. ****************************** In fairness he was not the original purchaser of the product and we do not usually speak about specifics of an order with anyone that is not listed as the buyer on the invoice. However, we do take great pride in our customer service and always try to help.  I spoke with ***** for this first time earlier this week and was able to resolve the issue at hand in a way that he agreed was fair.  We received permission to from the original buyer to refund **************** the full cost of his purchase including shipping.  I apologized for any miscommunication or prolonged timing on our end as well as providing both the original buyer and **************** reduced pricing for future purchases in an effort to show gratitude and restore their faith in our company.  If you need any more information please feel free to reach out.

  Customer response

  04/24/2023

  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

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a custom exterior residential door though doors4home on April 21, 2022 for $4,650.00 My door arrived on July 12, 2022.I hired and paid professional contractors (as recommended by doors4home) to install the door, which weighed 430 lbs, on July 12, 2022. Upon unpacking the door, it was noted that the hinges and drilled holes were on the wrong side from what was ordered. The door could not be installed with the way it was incorrectly built.Since the door could not be installed, my contractors had to buy, build and install a new, temporary door, door frame, door lock, and 12" side light covering to compensate for the incorrect door. I asked doors4home to have the door remade, and for me to be compensated 20% refund for the mistake on their end to help cover my expenses. doors4home said they would ask their manufacturer if they were willing to cover my expenses. The manufacturer declined to cover the expenses. I do not know who the manufacturer is and I did not place my order with the manufacturer, I placed my order with doors4home. doors4home said they will not pay me for the cost of the mistake because their manufacturer won't pay them. One solution presented to me was to have the door remade without the finishing coat (an additional $700) on the wood, which would alleviate $700 from the original price of the door, but then my new door would come unfinished which is not how I ordered it and does not compensate me for the hours/materials needed to correct their error. doors4home does not agree with the day rates of my contractors and will not pay for this issue to be resolved appropriately.

  Business response

  07/21/2022

  ************** purchased a custom door from us. Our production made a mistake and sent ************** a door that wasnt prepped correctly. As soon as ************** notified us of the mistake, we immediately took the steps to correct the issue. 
  ************** requested to expedite the process so we only suggested to get the replacement door unfinished as it will reduce the lead time by a week. Our team was extremely responsive to Ms. ****** calls and emails, so this complaint came as a surprise. We completely understand the frustration, but mistakes can happen with any manufactured product and Doors4Home took full responsibility to correct it including a credit. Ms. ****** demands and actions dont line up with standard business practices and policies. Therefore, we made an exception to attempt to satisfy our customer, we cancelled the order and issued a full refund back to Ms. ****** credit card. 
  
  
  Sincerely,
  Adi Bereshkovsky
  Doors4Home.com | Best of Houzz.com for Customer Satisfaction 2014 - 2022
  5446 ********************* | ************************ | ******************************
  Toll Free: ************ | Direct: ************ | Fax: ************

  Customer response

  07/25/2022

  Complaint: 17570371
  
  I am rejecting this response because:

  I was refunded for the price of the unit however, the issue here is that doors4home has never acknowledged or attempted to reconcile the financial burden their mistake costed their customer. I asked several times for solutions that are in line with standard business practices. I was denied any financial resolution each time because doors4home absolved themselves of any financial responsibility to me and instead blamed the manufacturer that they outsourced the product to. Their actions are not in line with standard business practices and therefore should be addressed. The final result of ordering a door from this company is that I am left with a large **** and have no door. 

  
  Regards,
  
  Kara *******************

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought and prepaid for a front door with Doors4home.com. When it arrived the color was wrong. I refused delivery since it is defective due to wrong color, but Door4home.com only returned a partial refund. date of purchase March 15, 2022 Purchase amount $3,010.00 Since the did not provide a product with the right color, it is defective. I cannot use it.The dispute is, the door is defective and they still charged 10% restock fee and the shipping fee to send back the product that was wrong.Doors4home.com only credited back partial ($2205.87 / 10% + $503.13 shipping)ONLINE ORDER # ****** / **** Freight Line ************ I want the $804.13 they held back from my credit. This door was defective.

  Business response

  06/21/2022

  Our customer, ****************, purchased a custom door pre-finished (stained). **************** selected a stain color online, not based on actual samples. Our website state the below disclaimer on every product page:
  
  Colors shown here may vary from actual application due to uncontrollable factors such as the lighting in your room and monitor settings. Factory finish doors are custom made and CANNOT be returned. You need to be certain that any slight variations occurring between the actual color, and the representation on our website must be accepted.
  
  Once the door arrived to Door4Homes facility, the color was found to match the one **************** ordered. In addition, the door had no defects, no defects whatsoever. **************** expressed the fact he made a mistake when he selected the handle preparation for his door. He was concerned his handle may not fit the new door. We are suspecting this is the real reason for the return. 
  Although the order was custom made, non-returnable, we agreed to take it back and charge only 10% restocking fee (we typically charge 20%). A refund was issued back to the card on file in accordance with our return and refund policy, see: https://www.doors4home.com/t-returns.aspx.
  
  After reviewing the case again, no further action or refunds will be issued to ****************.
  
  Sincerely,
  Adi Bereshkovsky
  Doors4Home.com
  

  
  

*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. ↩