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Business ProfileforBuilders Surplus, Inc.
Building Materials
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
At-a-glance
Related Categories
Overview
Builders Surplus offers the retail sale of home improvement products, including kitchen cabinets, pre-hung doors, decorating molding, and hardwood flooring.
Products & Services
Business Details
This is a multi-location business.
- Headquarters
- 94 Industrial Lane, West Warwick, RI 02893
- BBB File Opened:
- 8/26/2008
- Years in Business:
- 36
- Business Started:
- 2/17/1988
- Business Incorporated:
- 2/17/1988
- Type of Entity:
- Corporation
- Number of Employees:
- 11
- Hours of Operation
Primary
- M:
- 7:30 AM - 5:30 PM
- T:
- 7:30 AM - 5:30 PM
- W:
- 7:30 AM - 5:00 PM
- Th:
- 7:30 AM - 7:00 PM
- F:
- 7:30 AM - 5:00 PM
- Sa:
- 7:30 AM - 4:00 PM
- Su:
- Closed
- Business Management
- Mr. Michael Winter, President
- Contact Information
Principal
- Mr. Michael Winter, President
Customer Contact
- Mr. Michael Winter, President
- Additional Contact Information
Phone Numbers
- (401) 475-6900Other Phone
- (860) 376-4400Other Phone
Website Addresses
- (401) 475-6900
Customer Complaints
1 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
07/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On 06/06/2023 I visited builders surplus in ******* **. I spoke with *** and ordered 3 stock windows and 3 custom order windows. I was told that the stock windows would take about a week to come in (took over a month) and the custom order window would take longer which was understandable. The custom order windows I ordered were 2 28 1/2 x 56 1/2 and one 36 1/2 by 56 1/2 window. When *** printed the order sheet it showed the 3 windows as one unit to which I was specific that they were three separate windows. He stated this is just how their system worked and that he understood they were individual windows. I then called on June 28th to see where the windows were as the contractor was waiting for them to start the work. I was told the 3 stock windows were still on order and the 1 window was being built. I again specifically stated they were 3 individual windows and the order was not put in correctly. I was then told the windows could be taken apart because they were only framed together. The stock windows came in 2 weeks ago without issue as they were a standard order. Today 07/21 when I arrived to pick up the 3 custom windows that were supposed to be taken apart, I was told that intact they could not be taken apart and there was nothing they could do. When confront *** about the order and our conversation he stated well thats how you ordered it so thats too bad. I specifically stated what I needed and that when I ordered it we talked about how he understood they were 3 individual windows. Now they want me to take an $800 window that was ordered incorrectly on their end with no recourse. NeverMind the disrespect from their employee.
Read MoreCustomer Reviews
1 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Joyce B
1 star
12/04/2023
This place is a joke. I even had a sales associate hang up on me because they ordered me the wrong size door and will not take it back. I was offered a store credit which is useless to me especially because I will never be back and I will never recommend this company.
Builders Surplus, Inc. Response
12/05/2023
12/06/23
Dear BBB Representative,
After a thorough review, we would like to provide our perspective on the customers BBB complaint. On 10/15/2023, our customer ******************************* ordered a special-order door with one of our associates at our Post Rd ************************************ provided our associate with the measurements for the door to be built through the Special-Order Door process. We have a customer-signed copy of our paperwork which states, I agree to the above specs. They are correct as written. No returns or exchanges.
We understand and regret any inconvenience caused. However,we maintain that our actions are in line with our dedication to customer satisfaction. To accommodate, we extended an offer for our customer to return the door for store credit. It is important to note that our companys return policy, clearly outlined in our stores and on the customers receipt,stipulates our right to return items at our discretion within a specific timeframe for returns.
Thank you for your attention to this issue, and we appreciate the Better Business Bureaus role in promoting trust between businesses and consumers. We respectfully request the removal of this claim based on the information provided.
Sincerely,
*************************
General Manager
*************************
General Manager
Builders Surplus, Inc.
********************************************
Office: ********************
Fax: ************
Cell: ************
Dear BBB Representative,
After a thorough review, we would like to provide our perspective on the customers BBB complaint. On 10/15/2023, our customer ******************************* ordered a special-order door with one of our associates at our Post Rd ************************************ provided our associate with the measurements for the door to be built through the Special-Order Door process. We have a customer-signed copy of our paperwork which states, I agree to the above specs. They are correct as written. No returns or exchanges.
We understand and regret any inconvenience caused. However,we maintain that our actions are in line with our dedication to customer satisfaction. To accommodate, we extended an offer for our customer to return the door for store credit. It is important to note that our companys return policy, clearly outlined in our stores and on the customers receipt,stipulates our right to return items at our discretion within a specific timeframe for returns.
Thank you for your attention to this issue, and we appreciate the Better Business Bureaus role in promoting trust between businesses and consumers. We respectfully request the removal of this claim based on the information provided.
Sincerely,
*************************
General Manager
*************************
General Manager
Builders Surplus, Inc.
********************************************
Office: ********************
Fax: ************
Cell: ************
Builders Surplus, Inc. Response
12/05/2023
12/06/23
Dear BBB Representative,
After a thorough review, we would like to provide our perspective on the customers BBB complaint. On 10/15/2023, our customer ******************************* ordered a special-order door with one of our associates at our Post Rd location. ************************** provided our associate with the measurements for the door to be built through the Special-Order Door process. We have a customer-signed copy of our paperwork which states, I agree to the above specs. They are correct as written. No returns or exchanges.
We understand and regret any inconvenience caused. However,we maintain that our actions are in line with our dedication to customer satisfaction. To accommodate, we extended an offer for our customer to return the door for store credit. It is important to note that our companys return policy, clearly outlined in our stores and on the customers receipt,stipulates our right to return items at our discretion within a specific timeframe for returns.
Thank you for your attention to this issue, and we appreciate the Better Business Bureaus role in promoting trust between businesses and consumers. We respectfully request the removal of this claim based on the information provided.
Sincerely,
*************************
General Manager
*************************
General Manager
Builders Surplus, Inc.
********************************************
Office: ********************
Fax: ************
Dear BBB Representative,
After a thorough review, we would like to provide our perspective on the customers BBB complaint. On 10/15/2023, our customer ******************************* ordered a special-order door with one of our associates at our Post Rd location. ************************** provided our associate with the measurements for the door to be built through the Special-Order Door process. We have a customer-signed copy of our paperwork which states, I agree to the above specs. They are correct as written. No returns or exchanges.
We understand and regret any inconvenience caused. However,we maintain that our actions are in line with our dedication to customer satisfaction. To accommodate, we extended an offer for our customer to return the door for store credit. It is important to note that our companys return policy, clearly outlined in our stores and on the customers receipt,stipulates our right to return items at our discretion within a specific timeframe for returns.
Thank you for your attention to this issue, and we appreciate the Better Business Bureaus role in promoting trust between businesses and consumers. We respectfully request the removal of this claim based on the information provided.
Sincerely,
*************************
General Manager
*************************
General Manager
Builders Surplus, Inc.
********************************************
Office: ********************
Fax: ************
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