ComplaintsforBuilders Surplus
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I went to Builders Surplus on Nov 1st to look at doors to install on our patio at our home in ***********. I talked to *******, their iron door expert. He checked pricing for me for an 9x8 French door incl two sidelights. On Nov 10th, my husband and I went back and talked again with ******* IN DETAIL about what we needed. We made it EXTREMELY CLEAR that we needed a right-hand outswing door. ******* checked their stock and said that they didnt have any outswings, but that we could easily buy an inswing and flip it. We agreed, and asked to see the door in person but he said the door he would tag for us is completely buried behind tons of other iron doors. He assured us that it was the right one with no issues. We paid $7,036.22. My husband came WITH THREE MOVERS on Dec 11th (that we were paying by the hour) to pick it up. When he got there he immediately realized that ******* had TAGGED THE WRONG DOOR! It was a RIGHT-hand INswing, so when we would flip the door to make it an outswing it would be a LEFT-hand which WOULD NOT work in our space! My husband (who is a minority and English is not his first language) told ******* that it wasn't what we had agreed to when we bought it. *****, the manager, told my husband that he would take ********* word over his and accused him of LYING about what happened. They refused to refund us and wouldn't even give an estimated date that they could get the correct door for us. At this point my husband was so angry, stressed, & frustrated, and the $$$ movers were still waiting, so he asked what other doors were in stock that might work. They found only one that would fit our space which was $2,706.27 MORE! He bought it just to be done with it. Upon starting our remodel, we realized that there is a hairline crack in one of the panes of glass that he didnt see in the *************** contractor said that it is VERY strange to flip the installation of the door and hes not sure that it will look good or even function properly.Initial Complaint
10/12/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 6/3/2021 I paid $4,221.74 for a double iron door, right hand, textured glass (receipt #******). I found a door on their website I liked so went to the ***************** location ********************************************************* to see if they had it in stock. They did not so I ordered the door in person through an employee. When we received the door in October 2021, it had clear glass. I went to the store to resolve the issue. I told the employee, *********************, the situation. He proceed to tell me that that door only comes in clear glass, the pictures on their website aren't always clear and not always the exact same as the actual products and I could pay to get the glass swapped, but that is something they will not fix. A customer should be notified BEFORE the purchase that the product on their website that they are ordering (in person) is NOT the same as the actual product. With no disclaimer, that is false advertisement and should be fixed at the company's expense, not the customers.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.