ComplaintsforBest Access Doors

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This concerns order ******, placed July 14, 2023, for a 22" by 36" access door -- at a price, with shipping, of $191.56. This door was to be used by my engineering-minded tween son in a project expanding his closet to take advantage of unused access space.The product page extensively describes the door as being 22 by 36 inches. There are at least seven references on the product page to these dimensions, including in the "specifications" section. However, the door is actually 24 by 38 inches, including the outer ******. Nowhere on the main product page are these dimensions specified, which is astonishing given how many times there are references to the door being 22 by 36 inches. Unfortunately, the door we received was too big for our needs. A 22 by 36-inch door would fit perfectly. The door we received was larger than advertised online. The door was undamaged and immediately re-stored in its original shipping box with protective shipping material. I contacted the company, and company representatives and I communicated over several weeks, as they sought photos of the product with rulers and other information. The company initially said it would take return of the door, less my return shipping cost and a 25% restocking fee -- a slight improvement over the 35% to 50% restocking fee initially quoted. However, company representatives stopped communicating when I asked for the return shipping label (price to be deducted from my return). And when I emailed on Sept. 12, 2023 to check again on getting a label, it was clear they'd run out the clock, as I was swiftly told it was now too late to return the door, which remains in pristine, as-delivered condition. I'm frustrated by this experience. It makes me wary of doing business with other similarly oriented businesses. I'm also deeply disappointed for my son, whose experience putting his own money toward an engineering project has gone so poorly. Any help you can provide would be welcome. Thanks,***.

  Business response

  09/27/2023

  Dear ********,
  
  We deeply appreciate your feedback and want to extend our heartfelt thanks for sharing it. At Best Access Doors, customer satisfaction is our ultimate goal, and we treasure each piece of feedback we receive.
  Understanding our customers' concerns is paramount, and we take every step to exceed your expectations. Our commitment to your satisfaction is unwavering, and we are dedicated to consistently delivering exceptional service.
  We are genuinely delighted to have turned your negative experience into a positive one, demonstrating our appreciation for you as a valued customer. Your satisfaction is our priority, and we're thrilled that we successfully addressed your concerns.
  Your input is instrumental in our ongoing efforts to improve our services for all our customers. We look forward to serving you again, committed to exceeding your expectations.
  
  Warm Regards,

  The Best Access Door Team

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a Roof Access Hatch after asking for a quote. ***** emailed me a quote with the words "Ready to ship in 5-7 business days!". We tried placing the order by calling directly and talking to *****. Gave him our credit card info and he said it was "declined". We knew that wasn't possible so we asked him to confirm the number and try again. Once again, "Declined". He then said that's typical because their bank is based out in Canada. So we called our bank and had them authorize the transaction. Called ***** back, had him process the payment and everything worked - so far. Got an email confirmation almost immediately and thought we were ok until 7 days later. Tried calling to ask about the *** on our product and nobody can answer us. One person said it'll take 2-3 weeks to make the product. ***** said it was in stock and ready to ship! Another person said it should've been sent out yesterday. Two different people said they'd get back to us within an hour. Didn't happen. When we tried calling for *****, he wasn't available. So just on this one day, 7 days after our initial order, we've emailed the company three different times, called at least 6 different times, and have received no clear cut answer as to where our product is. Their website shows over a thousand good reviews but yet after doing a search on ******* there are only 5 ****** reviews and 4 of them are all negative. It's nice to know that they're real easy to get a hold of when it comes to giving them your hard earned money, but when you try to figure out where your purchase is after the promised delivery date, no one is willing or able to help. I either need to get our money back or at least be told that the product is on its way.

  Business response

  01/13/2022

  Hi there,

   

  Due to the current ongoing Covid-19 situation we never received this complaint until today.

   

  I would like to formally address this complaint as we feel it is invalid and falsely accusing.

   

   

   

  To Start this customer had placed his order Nov 23^rd, and in the original quote it is stated that the order will ship out in 5-7 business days.

   

  Please see attached quote and note in the highlighted section the dates:

   

  [See attachment 1] 

   

  The order was then picked up by *** on Nov 30^th ( 5 business days later) and then delivered on Dec 7.

   

  In total he received the door within 10 business days of the order being placed.

   

  [See attachment 2] 

   

  The customer received tracking information on Dec 1^st by one of our associates. Attached is the photo of the email sent to the customer.

   

  Regardless of the confusion the customer seemed to of had, he was given accurate information from the start, and I had spoken to him over the phone originally as well.

   

  Our ESD (Estimated ship date) Can take up to ******************************************* we contact our warehouse/ vendor to receive this information before, if requested.

   

   

  As for our reviews all our customers receive a review request automatically sent through Yotpo.com and reviews are generated from there onto our website.

   

   

  We are requesting this review of us to be removed from BBB as it is misleading and false accusations regarding time frames that never actually occurred.

   

  Thank you for your time and we are looking forward to your response on this matter.

   

   
  ***********************
   
  ***********************
  
  
  

*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. ↩