Tag: bad customer service

Pioneer Millworks

Our experience with Pioneer Millworks went from bad to unworkable. While we were looking for a reclaimed wood source, they provided our contractor, Schuchart/Dow, with a sample of their reclaimed wood that everyone liked. The interior designers, NB Design Group, especially liked it for its regularity across all the pieces of wood, i.e., it wasn’t just a hodge-podge of wood thrown together. Little did they know the sample had no relation to reality.

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From the annals of bad customer service: Pioneer Millworks

We’re putting reclaimed wood on a wall of cabinetry and on our office doors. Schuchart/Dow used Pioneer Millworks to order the wood a few weeks ago. Last week, we decided to not use it on the office doors because it’s too difficult to assemble doors out of it and mount it to track system — the labor to assemble and install the doors would triple the cost. So Schuchart/Dow called Pioneer Millworks to cancel 30% of the order (the amount for the doors) and they told them that they would charge us a 20% restocking fee for the cancellation. 20% is high, but the wood hasn’t even left their warehouse yet, so there’s no reason to charge a restocking fee at all! They don’t have to deal with handling a return, verifying that they received what they’re supposed to, deal with damage, etc. It felt like a threat to keep us from canceling an order they’ve booked more than a legitimate fee.

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