BUILDERS FIRST SOURCE

I entered the store on 8/24/11 and was directed to place my order with the door specialist Tina and did so. I requested a square top, flat 2 panel -slab only, Masonite custom sized (26in x 80in) door as per description given to me the week before. This associate placed the call, as I waited, to the supplier and I was given a delivery date of 9/8/11. I paid for my transaction and left with my printed order receipt. I contacted the contractor who would be installing this as a pocket door and told him where I made my purchase...he was quiet for a moment and stated he wished he'd known I'd planned on making my purchase through them. He stated that he'd stopped doing business with them after repeated botched orders and dubbed them "Builder's Last Resort". I conveyed things went smoothly and the transaction took all of 10 minutes, but he advised me to call them the following week to confirm order and delivery date before he would give me a date for him to build frame and install. I called Builder's First Source on 8/27/11 to confirm my order and delivery date and specifically told Tina I needed to make sure I could count on delivery date so I could schedule contractors to finish remodel. She assured me all was well and confirmed delivery date, thus I relayed this information to contractor and set up completion date for 9/9/11. Late the following day Tina calls to inform me the supplier has called and since the door is a custom size it will take one more week and the delivery date is now 9/15/11. I was incredibly irritated and confused as to why this is coming to light one week after having placed my order, and she proceeds to explain the custom sizing, as if this was unknown one week earlier...her tone became nasty...this is not her fault...and offers to cancel my order even though I explain I need the door and can't afford to lose more time ordering this elsewhere. I was really put off by her attitude that it's "only" another week; 24 hrs. earlier she had assured me of the reliability of promised delivery date. 9/15/11 arrives and I call to pick-up my door. I enter store and approach the only person I see, older gentleman on computer, I say hello and am ignored. I wait 2 minutes waiting for acknowledgement and he continues to ignore me. I say 'excuse me, I'm here to pick up a door" and he brusquely tells me to find someone at rear of store. I find Teresa (Tina is out) who kindly helps me and tells me what to do. I drive to an open bay at rear of store and present my ticket and am asked if the door he's holding looks like mine...well, no not really since it wasn't a flat panel door, but I'm thinking I have no choice at this late date and though it's not what I thought I ordered I would accept it. I bring it home and am troubled about how large the door appears and measure the width...stupid me, it's 30in wide and of course it looks large. At that moment I realized my fatal mistake, I assumed I was dealing with specialists. I returned to the store and am informed Tina ordered the door as a 2 x 6 ("door speak" as I am told) and not as 26 inches wide, but I point out the order receipt states 26" x 80". I explained I was present when the door was ordered as 26 inches wide by 80 inches high. I have to ask them to call the supplier and find my door...20 mins later it's discovered the supllier shipped the wrong door and my door will be delivered and ready for pick up the following morning. I am relieved and grateful that I will still have the door before the weekend. Next morning I go to pickup my door...it's definitely 26 inches wide, but not the flat panel I thought I ordered. I'm not pleased, but accept the door as there is no way to remedy the issue 3 days before the crew finishes my remodel. As I unload my door from my vehicle I notice a deep depressed mark on the edge of the raised panel as if something heavy and metallic impressed the area after prolonged contact and am really p***** after this entire fiasco. Five minutes later Tina calls me, I assume after the gentleman who loaded my door told her that it was not a flat panel door I ordered. She proceeds to tell me I got what I ordered and I signed off on the initial order receipt, which states exactly... 26" x 80" Masonite 2 panel square top, hollow core, smooth skin, slab only. I point out that the description makes no mention of raised panels either and am pointedly enlightened that Masonite does not make a flat 2 panel door, the door I wanted only came as a solid wood door...apparently I should have known this somehow, regardless of what I had discussed with the salesman and relayed to her at the time of my order. This woman repeatedly came at me making clear that they hold no responsibility whatsoever...no apologies necessary, I got what I ordered. I wanted to call my contractor and ask if he could use the door to dry fit the framing scheduled for this Mon. 9/19/11, so I could then return the door and purchase the style I originally wanted, but Tina stated that if I wanted a refund I must return the door immediately and could not hold the door for 3 days. She was not going to offer any kind of resolution...my choice was another 2 week delay or keep the door. I opted to keep the door as I could not endure another 2 wks. of no electricity, an open wall from bathroom to hallway and no door in the only bathroom in my home. My contractor asked me if, at the time of order, I was presented with the product catalog or taken to the sample area to visually confirm the door style I wanted. No, I was not asked and just assumed that what I wanted was pretty straight forward in terms of "door speak". In hindsight, I realize it was a huge mistake to not request a visual product confirmation since the words "flat 2 panel" were so quietly dismissed and I had been given incorrect information by a sales associate. I give kudos to Teresa H. for her patience, attempt to rectify the situation, kind customer service and superior professionalism. Tina's confrontational attitude and lack of professionalism leave a lasting impression. I'm thankful I had not gotten around to ordering exterior siding, roofing materials, and the expensive entry door I had planned on for my exterior remodel.

When the contractor of our house skipped out, I took over the job. I didn't know much about lumber or building and thought I had to go to the big company stores. Someone told me about Builders First Source. They are amazing. We just received our last load this week (for our covered front porch). What was so good about them: *You can email in an order, *They chose the best of the boards each time, *They deliver for free, *They are less expensive than home improvement stores, *When you call, they actually sound glad to see you. *You can set up a credit card account, just like the big companies do *If you order shingles, they will place them on your roof, *You can return what you do not use. *The longest I have had to wait for an order is two days, but usually it is next day delivery.