Shell Lumber & Hardware Reviews 8

Was not satisfied with there customer service issues with there return policies.

Went to purchase some premium 4x8 plywood including 15 cuts. These cuts are done on a highly inaccurate table saw with a wood sawblade with it's best days way behind us. As a result, I had extreme splintering on the boards. Unbelievable what a pre-historic wood shop they have, despite a premium selection of lumber.

I purchased a Santa Figurine from them which was then drop shipped to me from their vendor. It arrived damaged and I let Shell know right away. They asked for pictures of the damage which were provided. Shell is now dragging their feet regarding allowing me to return the figurine. Seems like they are blaming me for the damage .

Edited my order to delete an item that had shipping restrictions, poorly executed. Wouldn't adjust freight cost accordingly when I asked. Processed a return and refunded but it took longer than I thought reasonable, and I had to pay return shipping due to not their fault. Emails had a tone they really didn't care much about pleasing a customer, overall impression at least online aspect was not good.

We spent thousands of dollars on interior doors, baseboards, and overhang material. They messed up one door and neglected to expedite the process of getting us the right one. They dropped the ball at every turn and their representatives Sergio Bonilla and his manager Izzy Perdomo never apologized and were very slow in replying to our emails.

This caused us additional expense because we had to pay extra in bringing an installer and painter back for one door.

In addition we asked for a refund , credit or a return with a restocking fee on material that was not used at all and they refused because it was over 30 days.

They have no regard for their customers and it seems like their attitude is that we should be glad they are doing business with us.

We are still waiting on our door, going on five weeks since it was returned to them to fix it.

We wanted to do business with a local small business but found out the hard way that we should stay away from some of them. With Home Depot and Lowes offering unlimited returns with no questions asked we should have known better.

Placed an online order with them and received the order in a timely manner even though there was an issue with my billing address as I have recently moved. They reached out to me and the issue was resolved. I would not hesitate to do business with them again.

Approx three months ago, I wrote I had used She'll Lumber for real plywood etc for a local Charter boat.Usually the carpenter would shop on by behalf.He retired, so I assumed the task In short something I have complained about before ,is the hit or miss depending on who you get as far as help. You walk into a separate lumber section where there is a podium disguised as a help desk.No help or ticket for orderly assistance . Basically ohh just find a sales associate back there Good luck!! Then getting your wood cut is another whole intense vetting , better not of misplaced you receipt or you will be read your rights and immediately be disqualified!!
I've have brought this issue up before, and recieved some half baked response that seemed to ignore the very essence of the experience.Like a glossed over canned response, that She'll was happy to be able to serve me in a superior way and thanks for the patronage.
So, not only is the service inconsistent , management doesn't seem to care much either.Resting on there past success with a seemingly arrogance.I stated I would forward this to ownership.Hopefully they will take a peek at the reviews from time to time.At this time , I no longer shop at the lumber dept.

Terrible Customer Service !!!
I want to return damaged item, but it very difficult for "the World's #1 home improvement Store". Before shopping in the store, be ready to meet misunderstanding and poor service!!!!!!
After publishing the Review, my account shelllumber.com blocked and I get the message :
Our policies are not being followed and on top of this, negative reviews are being sent on your behalf.
In order to avoid any further misunderstandings, we will no longer be honoring any more of your orders.