Loudoun Lumber Co Inc

We purchased quite a bit of lumber and hardware from Louden Lumber.They were price competitive, courteous, prompt and initially, the customer service was excellent.

However, the lumber we received was unsatisfactory, varying in widths frame/16" to  1/2?off . When this was brought to their attention, they were responsive and suggested they would check the next set of boards before delivery. However, the next shipment was pretty much the same. We did not expect the lumber to be perfect, but don?t think it was unreasonable to expect they at least be somewhat consistent. When we declined to accept the delivery, Loudoun Lumber informed us they were declining to sell us any more products.

Their suggestion was that we should be willing to either rip or notch all of the boards in order to get the desired results, as opposed to just using boards that are the proper width. As it turns out, we were able to have another supplier deliver lumber the next day and, amazingly, they were all the same width. In fact they have continued to deliver additional boards, and they too are generally the same width as the ones previously delivered.

Local, community based stores struggle to survive and compete against the big box stores. Better customer service and customer loyalty are why we try to give as much business as possible to our neighbors. But, Loudoun Lumber's "the customer should make do? attitude implies that customer service is not highly valued. I won't use them again.

They never submitted our order initially, delaying the project for weeks. They ordered the wrong door then wouldn't replace it with the correct door. The door we wanted ordered was french style with the grids inside the glass panes. Instead, their compromise was to give plastic grids to affix on the outside surface of the door. It looks nice but is much more difficult to clean the window. The door is beautiful. Not once did they ever apologize for the mistakes or inconvenience.