Katya M.

We recently purchased a fire door from this website giving them the model and dimensions. We received the door pretty quickly, but ultimately found out it wasn't the right size and needed to return it. This is where everything goes south. There was no return policy on the original receipt, so we reached out to customer support. It wasn't until we received the return instructions that we were advised that the return needed to be in the same box it was shipped in. Given we attempted the install at our client's home and determined it wasn't the right size, the box had already been destroyed.
We shipped the door back with our own shipping box (paying additional shipping) and have been refused a refund because it wasn't in the original box it was shipped in. We had the original receipt and original protective packing; just not the box itself. Now they have the door and our money and the only solution they have for us is to pay for shipping (a third time) if we want the wrong door back. Not even an exchange or store credit! Unbelievable! The worst customer service we've come across for a while. We will never buy anything from them again!