We bought 5 unfinished doors from Ugly Duck - wife didn't like them - tried to returned them, still wrapped in plastic, I even loaded them out of the warehouse, they charged a 20% restocking fee. Asked to speak to management, they were rude and unwaivering, I filed a complaint with the BBB. Really left with little choice but to keep the doors - then I figured out that they're oversized and had to be cut down and took them back and paid to have them cut down to the standard size. When my wife went to pick them up management (Nancy) yelled at her, would not give her the doors unless we called BBB and redrew our complaint - yelling, name calling - wife calls me sobbing from store and doesn't know what to do. I requested to talk to the owners and indicated that if they didn't let us have the doors that we had already paid for and paid to have fit, the next call would be from an attorney. They finally agreed to let us have the doors - so 1) 20% restocking fee - in this day and age is ridiculous, can you imagine if a major lumber, hardware store charged 20% for restocking an unopened product how long they would be in business? 2) the old adage "the customer is always right" does not hold true here - not only are you wrong, if you disagree they will publicly humiliate you - it was so bad the sales person teared up and apologized to my wife when the owner wasn't looking.
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