ComplaintsforSurplus Building Materials

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/20/2022 I called Surplus Bldg Material and spoke to Allen. I wanted to purchase 1 Unfinished Hevea Butcher Block countertop, 10'L x 25"D x 1.5"H. Allen advised me they had one in stock and directed me to website to make purchase. I was contacted via email approx 1 hour after payment was processed to advise me they did NOT have the countertop in stock and would need to order it. I was given the option to cancel my order or wait the 3-4 weeks for it to be manufactured - I opted to wait the 3-4 weeks. Aug 12th: I received an update via email that read "Your butcher block c-top is due next week. Will email as soon as it arrives." I replied asking if we were still looking at 8/17, as I needed to make arrangements for a vehicle to pick up the countertop and was told "that is what we expect, yes". Aug 17th: when I called to confirm it was in, I was told someone would get back to me, and then I received the following email update - "Product still has not arrived to us. We are being told still delivering this week, as soon as it gets here we will contact you." Aug 24th: after no contact from company, I inquired again and was told, via email, "It arrived this morning but not yet unpacked. Give them couple hours to sort the items." Aug 26th: assuming my order was in, based on last communication with SBM, we went to pick it up. After 30 minutes of waiting for them to look for it, was told it in fact was NOT there. Spoke with the General Manger, Jeremy, via phone that same day and was told he would contact manufacturer for a status update. Aug 29th: Jeremy called and told me that countertop was expected TH/F this week. Sept 2: Countertop not in. Was told it has shipped and will be here next M/T. Have asked for owners name and # and was told business is being sold. Asked for contact info for manufacturer so I can track myself, SBM will not provide it. Asked for tracking info, SBM will not provide.

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/07) */ We are sorry that there was a delay on the countertop and we could not get a good ETA. We have refunded the order in full. Consumer Response /* (2000, 7, 2022/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I requested a refund after I spoke to the actual manufacturer of the countertop and discovered that they do not even have the product in stock, and won't until Nov. Surplus Building Material continued to tell me "next week" even up to the day I cancelled my order. Very unprofessional, very rude, and very dishonest.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My transaction date was 7-22-22 I paid $643.49 Today is 8-30-22 I have not received my order. I tried calling them and have been transferred to many people. They were not helpful and some were rude. And when I was supposed to be transferred to a manager no one ever answered. I tried calling again and the "Manager" never helped. I asked him if I could just get a refund. And he said he would "call me later". And kept cutting me off when I tried to speak and never got my number. I do not believe he will ever call me back of give me a refund. I don't want to make a scene. I just want my money back. Thanks for your help. -******* *******

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/31) */ The order was set for store pick up (and not delivery) and, therefore, was waiting for customer to pick up. The refund was issued within the hour of the customer's original phone call on 08/30 stating that she would prefer a refund on the order. We do not show any remaining balance or orders for this customer. Consumer Response /* (3000, 6, 2022/08/31) */ Thank you so much for your help. I had told them I was reporting them and they finally refunded my money. I do still believe their customer service is horrible and not sure if I would have ever received my product. Thanks again -******* *******

*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. ↩