Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/25/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company refunded my money after I told them I had contacted you. You can close this file. Thank you for your response.ed for them to just send the 6 sets and we would wait for the 1 special order they refuse,we asked to then cancel our order they refused.We want our money returned and the order cancelled.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My original order was #********** or online order #*******. I purchased 6 pairs of shutters for my home. A contractor was hired to work at my home to perform certain repairs and to install the shutters. We opened one box of shutters and there was only a little bit of damage to the shutters. However, we opened the remaining boxes of shutters (they were each sent in separate boxes) on Monday February 10, 2025 so that the contractor could install the shutters. The shutters were damaged significantly. One set of shutters was broken. Numerous sets showed that paint was peeling. My contractor indicated it looked like the shutters that were sent to me were likely sent to another customer and rejected. These were not "used" shutters. My contractor recommended that we should not install the shutters because they were damaged and were already in a poor state with paint peeling and various points of damage on the shutters. To spend $1,823.93 on 6 pairs of shutters only to be unable to use them is inexcusable. I reached out to the company and requested to return the shutters and a full refund. I provided pictures of the damaged shutters. I followed up by phone call on 2/11/25. The customer service representative said she was working on my request and speaking with the warehouse at that time. ArchitectualDepot has not responded. I would like a refund and I am more than happy to send the shutters back to ArchitecturalDepot with prepaid shipping labels. Had ArchitecturalDepot provided the shutters in the state it advertised, we would have been able to install the shutters.

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reviewed the business response and accept this resolution. While the resolution is adequate despite being long overdue, it remains profoundly insulting that the merchant would think me--or any customer, for that matter--so dumb as to accept a comparison of this custom product's size discrepancy to the difference in the nominal and actual dimensions of framing stock. Anyone buying a 2x4 knows that it's actually going to be 1.5 x 3.5. That's not measurement that varies within some fictional range of tolerance, ever! It's always 1.5 x 3.5! I can't believe you can even sleep at night after trying to pass off such an absurd assertion. You should be embarrassed to be in the building products business. Good riddance.

  Business Response

  Date: 12/13/2024

  Hello ******/BBB,

  Thank you for reaching out. I wanted to start off by first apologizing that this order did not play out how either party would have liked, and that it has yet to be resolved. Since reading this complaint I have gone back through our website, as well as all written communication and photos regarding this situation, and I wanted to start out by reiterating a few of the facts/talking points on my end, not to argue, but rather to provide a full picture of the situation from our end.
  
  As you mentioned, the items you ordered are fully custom made to order, which allows us to offer a wide variety of sizes and styles of products to ensure our customers are able to find the perfect item for their project. That said, these are still made using raw materials, which will inherently have some level of nominality. This is not only the case for these items, but is the standard across the board for building products, the most common/relatable example is a 6 X 6 post, which actually comes in at 5 1/2" X 5 1/2" due to the nature of wood. While these are not made from real wood, they are made using sheets of urethane which are molded using real wood molds, meaning the sheets will have some level of variance throughout which will have an effect on the overall size of the item. Most of the time, the allotted tolerance on building products is up to 1/2", in the case of our signature urethane products we are generally able to get a little bit closer to true, but it can still have up to a 1/4" variance. After reviewing your photos and the attached document, we do still stand behind the product and the allotted tolerance of +/- 1/4".
  
  That said, I do understand and appreciate what a hassle this entire order has caused, and that is never our intention. We would ideally like for every customer to receive a product they love and can complete their project with, and to be able to offer resolutions when that is not an option. After reviewing the documents, I have elected to go ahead and issue a full refund of this order to help put this to bed and hopefully provide some peace of mind on your end. I have contacted our accounting team to get that processed, and you should see that refund to the original payment at some point next week, we will send you a confirmation email as soon as it processes.

  If you need anything else, please feel free to reach out.

  - *********

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/18/24 I ordered from ArchitecturalDepot.com 15 pieces of 8 foot Drip Cap. At the time of order, I received email confirmation via Automated Message. That conformation also stated "Estimated delivery date: Saturday, Oct. 12th - Saturday, Oct. 19th". It should be noted, this company charges for the items AT THE TIME OF PURCHASE, not at the time of shipping! I did not know that when ordering. As the beginning of October arrived, I went online to check the estimated delivery date to ensure everything was still on track. I did this because I am working on the exterior of my Michigan Home, and I need to ensure that the order would arrive before the weather began to turn. I also want to verify my schedule with all people that are involved. As I checked online, the site said it was estimated to ship on October 17th. I planned for a couple of days delay (things happen, it has to actually arrive, etc.) On October 17th I again checked to verify the order shipped, which it had not. I began to check daily, and the issue is, as the days ticked by, NO UPDATES WERE PROVIDED in their system. As of today (October 26th) it still says it will ship on the 17th. I began calling last week to get an update. They could not even tell me ONE DETAIL on my order. They could not confirm that the place it is shipping from HAS THE ORDER. Apparently, this company DOES NOT ACTUALLY HOLD STOCK. They kept telling me they need to call the supplier. I have called many many times, and four times someone spoke with me and ASSURED ME I would be contacted that day. Never, NOT ONCE, have they called me back. At this point they have STOLEN from me, and now my project is severely compromised. I plan to file an official complaint to the ******** office as, I can see through BBB, this is normal operating procedure for this company. I have made them aware of all of this via voicemail and email with zero response. I will hold until Monday morning before taking that action.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business send a refund.  Not unusual that they never sent me an email that they had done so.  It just showed up.  I am satisfied about the full refund that I received.t that I ordered and they still offer on their website. *************************************************

• Initial Complaint

  Date:10/16/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* ordered on 19 September 2024. First ship date not met. Follow up ship date not met, still not shipped on 15 OCT 2024. Call to complain. Website states still not shipped when reviewed on 16 OCT 2024. Call again on 16 Oct 2024 to cancel order. Phone person claims 1) it has already shipped; 2) that it is custom item. This contradicts description of item as "standard" and conversations that the "warehouse" is behind on shipping. As I fill out this form, the website still says only "order received" and expected shipping date of 18 OCT 2024. Person on phone refused to cancel order.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered prepainted wooden shutters from *******************, paying approximately $7000. The shutters were supposed to be prepped/primed. However, after less than 5 days after being installed the paint began to bubble, peel, and bare wood was exposed. My contractor, *** ******, examined the shutters and determined they had not been prepped or primed according to industry standards. They had 1 coat of spray paint. Dozens of photos were sent to AD and they acknowledged the problem, and after months of engagement with AD, they did refund $1000, claiming that the manufacturer of the shutters, *******, did not offer a warranty but AD would offer a 15% discount. That amount was insufficient to remove/replace/repaint the shutters, which are now rotting on my home. As of May 2024, ******************* would not respond to my phone calls, messages or emails. I am attaching the chain of emails with *******************.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered western red cedar wood brackets and they came looking like they were yellow pine. No red at all in color. They wont stand behind their product. I just want a simple exchange. I cannot pass this product on to my client.

• Initial Complaint

  Date:05/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 15 sets of shutters for my house, including two sets that were 72" in height. We received one set the correct 72" and the other cut to 71". Since the windows these are going on are right next to each other, this would be very noticeable (especially since the top and bottom of the wrong shutter were disproportionate - they cut all the difference off of one end only).Reached out to Architectural Depot the same day they were delivered via phone - could not reach customer service; had to leave a voicemail. It is now 10 days later and we have received no response by phone. After waiting 24 hours for a callback, I also tried to communicate with them by "live" chat, which turned out to be an automated bot that told me I had to submit my problem through an online form. Days went by with nothing except an auto-response telling me my message had been received. Waited a few days and sent a follow-up email. Finally got a response - with a canned script telling me they were sorry for the mixup ad I would need to send photos. Responded with photos the same day (the 8th of the month). Waited another two days and sent another followup email and received another response -- would I please send pictures? When I responded and said I had sent them 3 days prior - I got another email, with the exact same wording as the previous two emails, asking me again to send photos.We are now 10 days from receipt of the wrong item, and 10 days into trying to get ahold of a live person. We have gotten nothing that makes us hopeful that this will be resolved soon, and in the meantime, our home project is unfinished. All we want is a replacement item sent to the size we clearly ordered. Thankfully, 14 sets of the shutters were correct.

• Initial Complaint

  Date:02/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am rejecting this response because:  I finally did receive the subject replacement item after a long and arduous struggle with Architectural Depot.  My phone calls were not returned when I inquired about the replacement piece not arriving, and they wasted a considerable amount of my time by putting me on hold and not answering the phone.  I simply will not stand to be treated like this, nor should anyone else.  This company's customer service has a lot to be desired and the public should be warned before doing business with Architectural Depot.     

  Business Response

  Date: 03/08/2024

  Hello,

  Thank you for taking the time to write a review of your experience, I am sorry to hear that you had issues with your order. I have done some digging on my end, and I did find some information regarding your order.
  
  I am showing the order for 5 onlays was placed on 2/2, shipped on 2/5 and was delivered on 2/8 with ****** The defective piece was reported to us on 2/13 and ********* did immediately send it to the warehouse to have a replacement order processed. There was some back and forth clarification, but that replacement was confirmed by the warehouse to be shipping that week. Upon contacting us again and speaking to ******* on 2/22 after not receiving the item, we had another replacement unit processed, which shipped on 2/23 and was delivered on 2/28.
  
  While I am sorry that the original unit did have a defect, and that initial replacement seems to have been lost in transit, it does appear that this replacement was ultimately delivered to the address on file. If you are reporting you still have not received the item, please reach out to our team so we can investigate with ****** as it does show delivered with a photo on their end.

  Thank you,

  - Kody