Submitted
by Dennis Thayer on 08/16/2024
5 Star Review by Dennis Thayer
Needed a 4’ X 8’ exterior plywood sheet for a home project. Brunsell Lumber had great customer service from the purchasing end through some special cuts I needed. They were all very helpful and had a great attitude.
TLDR: Miscommunication and unprofessional behavior at Brunsell Lumber & Millwork led to frustration when my plywood wasn't cut as promised. Staff was unhelpful and rude, and additional fees were unexpectedly added. Very disappointed.
I wanted to purchase a 4' x 8' 3/4" Baltic Birch Plywood panel, and Brunsell Lumber & Millwork was the only place that had what I needed. I called them around noon to confirm they had the plywood and asked if they could cut it to 5' so it would fit in my vehicle. The person on the phone assured me they could and took my name down. I inquired if the cut would cost anything and they said it was $1 for the service. They took down my name and number and told me to come in later that day.
When I arrived at 4:15 PM, they hadn't cut the plywood, but said they could do it quickly. They didn't have my order written down and the salesperson said that they wouldn't charge me for cutting the plywood. After paying, I went to the lumber yard where a young employee, who seemed unsure of what to do, helped me. He initially brought out the wrong thickness of plywood. Once we found the correct sheet, he informed me he couldn't operate the saw and left me in an employee-only area to find someone who could.
While waiting in an employee-only area, another employee rudely told me they couldn't cut the plywood that day as everyone had left. As I understand it from later conversation, he was the supervisor for the Millworking area. Eventually, someone else confirmed the cut couldn't be done and that it would cost $30 for a single cut. Frustrated, I decided to leave and come back the next day, making sure to get my paperwork back.
The next day, I called the sales desk to explain the situation and my disappointment. The person on the phone seemed surprised and promised to resolve it. He later called back, saying it would cost $20 to cut the plywood because it was a special wood. He gave no apology for the miscommunication, or offered to do it for free because that was what was originally promised.
I understand that every business has their way of doing things and their own political structure, but it's my opinion that is something customer shouldn't ever be subjected to. I felt misled and unwilling to pay more for something they had initially promised for free. I decided to take matters into my own hands and later brought in my own saw to cut the plywood in their yard so that I could fit the panel in my vehicle.
Overall, my experience was very disappointing. Miscommunication and unprofessional behavior made it extremely frustrating. I had been considering making a large purchase from them later, but after this, I certainly won't.
Submitted by Jeremiah on 06/13/2024
Years ago these guys ordered the wrong door size for my parents sliding door replacement and instead of just admitting they ordered the wrong size and taking it back, they took a sawzall to the king stud above the door and made the door fit, compromising the structural integrity of the second floor of my parents house. The inspector apparently barely approved this work. When they tried disputing this with Brunsell, they took a lean against my parents house like cowards, instead of owning up to their mistakes. Unbelievable that these guys are still in business.
Submitted by Chance Homme on 04/11/2024
After going to several other places, I stopped at Brunsell and they were very helpful and had the parts in stock....my drawers are fixed!!
I would highly recommend this company
Submitted by Robert Frank on 03/28/2024
I had a great experience working with Brunsell Lumber & Millwork in Spring 2021 on a kitchen renovation. I worked with Crystal through the process from start to finish. Crystal provided knowledgeable insight on decisions we were considering and was an integral part in helping to create usable and gorgeous custom cabinetry. She responded quickly to emails and phone calls and resolved problems in a timely manner. I also appreciated the quality of products we had available to choose from. We purchased cabinets, countertops, and a sink from Brunsell. Photos of before and after.
Submitted by Mandy Handeland on 06/14/2021
