Quality Door & Millwork

Very nice doors. Great prices. Good service.
Dec 7th, 2022

Jul 23rd, 2022

Quality work and friendly staff
Aug 30th, 2020

Aug 26th, 2020

I had them replace a door. I took down all the measurements on a sheet that Lowes uses when ordering doors through them. I decided to go with Quality Door and Millwork because they were the original makers of my home's doors. While ordering the door over the phone with Sarah, I offered to take a picture of my door and of the sheet from Lowes with all the measurements on it and send it into them via email. Sarah told me that she didn't need it because they had my door in their system, since they were the original makers of the door. She asked me a few simple questions such as height of door, hinge placement and if the door swings inward vs outward. Every question about my door that she asked, I answered. And I specifically asked her more than once if she wanted me to send the measurement info sheet about my door to them. Again, she responded with "No, I have all the info we need." I got my door a few days ago and decided to paint it right away. Upon installation I realized that the hinges were milled incorrectly. They were milled with the hinge placement on the inside where my door has the hinges on the outside of the door. I called them to figure out what could be done. Upon calling I initially talked with Sarah, who then told me that she can't really help me and that I needed to speak with Andrew. I was told by Andrew that since I had painted the door, they couldn't swap it out and the best they could do was have me buy a new door (not painted) or mill the door again for the proper hinge placement. Even though this was not my mistake he tried to put the blame on me for painting the door without inspecting the hinges. He said, "If you wouldn't have painted the door we would have swapped it out, but since you painted the door you have to buy a new one". And I simply replied, "if you guys would have milled the door correctly and like I ordered we wouldn't be having this conversation, This is your mistake as the manufacturer, not mine as the consumer." I couldn't believe that they tried to put the blame on me, when I had more than enough information about my door and they didn't want to take or see all the information. They milled the door incorrectly and somehow were trying to make it my problem. I ended up having them remill the hinge so now my brand new door will have a permanent imperfection on it. That option was better than buying a new door and repainting it at my expense. They never once apologized for the situation over the phone or in person when I got it re-milled. I honestly feel like they didn't care or want to take the necessary steps to fix a problem/mistake that they made. Their customer service was horrible and I will never return as a customer. I wanted to support a local shop vs a place such as Lowes or Home Depot, especially since this local shop was the original makers of my doors. But, after this experience I have learned that Lowes or Home Depot have better customer service than this local shop and I will be taking my business to them in the future.
Oct 9th, 2019