Business ProfileforThe Lyon & Billard Lumber Co.

Be careful when using this company for your project. I did a deck starting in early October, they delivered my material end of September. We ended up not needing a ton of trex railings because my bottom deck was low enough. I told the rep I didn’t need them, and he insisted all returns happen all at once at the end of the project. With that being said, they dropped off additional trex flooring at least 3 times during my project, that they could have taken the railing. I told him the railings were outside in the elements and he insisted they would be fine out there, and they would take them back. I got my frame inspection done about end of November where again he said I didn’t need railings. So, I called the Meriden location (by accident), to reassure myself I can return the unused ones, and they said they wouldn’t take it back if the boxes were not perfect. I was in shock seeing as this was not what I was told in the past, so I called Cheshire and told the rep what Meriden said, and he reassured me that they do not operate like Meriden, and that once the project is done, they will pick up all returns all at once, and that the railings are fine outside. End of project is here, the boxes are faded in spots, somewhat wet, and the rep emails me, we will not take those back. My stomach dropped. The rep told me he would pick them up to look at them, nobody showed up. I then called them to find out from somebody else nope we won’t take them back again. They weren’t even going to tell me they weren’t coming. After much back and forth, and ignored emails, the manager assured they would pick up the railings and look at them. The supplier came and looked at them and would not take them back. I tried to sell them, and it didn’t go well. I asked him many times if I should move them into the garage, and he was adamant they were good to go outside. In the end of this, I ended up getting a partial refund, 80%, and they kept the taxes paid also because the railings were on my lawn 

We have been notified by ** ********** regarding her dissatisfaction with this transaction and feel that we have acted in good faith to resolve.. We have a No Return policy on Special Orders & *** ************ railings were a Special Order product. We also have a re-stock policy if we have to send a truck back out for pickups & returns. These policies are noted on all our invoices & receipts in addition to being posted in our locations. ** ********** mentioned in several emails back in November 2021 that she was going to have a lot of extra material to return but no specific list or breakdown. Our salesperson had no indication that the returns were the Special order railings until February 16, 2022 when Julia emailed him a list of items for pickup. He then emailed her on Feb 21,2022 to advise her that the railings were Special Order & inform that IF they were in perfect condition that we would take back with a 20% restock. As a courtesy Lyon & Billard DID apply credits back onto her credit card-minus the 20% restock & less sales tax. Per CT state law no sales tax can be refunded after 90 days.