I've been dealing with Millworkcity to get correct and non-defective parts for my stair project. I purchased iron balusters and shoes (manufacturer is House of Forgings, Millwork is a reseller for them).
There were issues with the initial order - the parts listed as compatible were not. Then when I finally got the correct parts (a second order), 31% of them were defective (the set screws were "fused" to the base shoes due to the powder coating). Millwork City didn't handle the issue, kept telling me that they had to work with the manufacturer. Time passed (weeks and months with no response) and then they finally told me that even though the items were defective, it was past the manufacturer's 30-day window for replacement. I had 50+ different email interactions with their various customer service reps to try to get resolution. Finally I get on the phone with the owner and he was quite abrupt and rude, told me sorry, you're out of luck, we're not going to help you.
DON'T do business with these people, use a Google search and find other on-line suppliers with better reviews/ratings. And also beware of of the quality of balusters from House of Forgings!
Review by Lorianne1 year ago
I had a very bad experience with Millwork City. I received a product that was entirely different from what I ordered. When I raised the issue with customer service I was told too-bad, it is custom and thus no returns. So despite receiving an awful looking product that was not what I ordered I have to live with their lousy craftsmanship. Furthermore, the tone and behavior of the General Manager I emailed with was rude and condescending. Not how a Company should speak to a customer. Mistake is mine. I should have stuck with a reputable online seller or local millwork. Would strongly discourage anyone from ordering from these guys.
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