Brunsell Lumber & Millwork

They should not even get 1 star. Some of customer service people behind the counter really need customer service training. We ordered 2 hollow slab door with bore and motice done. We ordered them on February 8, 2022 and they said the doors would be ready the next Wednesday. As of today March 5 we still don't have our doors. I made several calls and they kept saying next week but still don't have them.

I called last Thursday to see if the doors were ready yet, they said they were and we could pick them up at 10:00. We took time off work and drove 60 miles to get them to finish our remodel and sure enough they were not ready. The yard crew did their best to find them, after searching several buildings it was determined that we would not be taking doors home that day.

They were very apologetic. We went back to customer service and explained what was happening and the Doors were not ready. He just looked at us and shrugged his shoulders not saying a word. We asked for them to be delivered now that we waisted time and money trying to pick them up ourselves. I felt because we did not order $50,000 worth of cabinets or the like that our order of two doors was only worth a shrug.

Absolutely exceptional customer service from Kari there. She went above and beyond to help me out. Thank you very much.

Professional Assistance, flexible and knowledgeable. I've bought lumber, and had custom millwork done and they've always been top notch.

I had a great experience working with Brunsell Lumber & Millwork in Spring 2021 on a kitchen renovation. I worked with Crystal through the process from start to finish. Crystal provided knowledgeable insight on decisions we were considering and was an integral part in helping to create usable and gorgeous custom cabinetry. She responded quickly to emails and phone calls and resolved problems in a timely manner. I also appreciated the quality of products we had available to choose from. We purchased cabinets, countertops, and a sink from Brunsell. Photos of before and after.

We visited the Brunsell showroom in summer of 2020 to explore replacing our kitchen countertop and adding a cabinet on the floor, with the new countertop to cover both the existing and new cabinets, increasing our counter space. We chose to go with them because of their apparent reputation for custom cabinetry, but it took three attempts for them to get the cabinet built right, customer service was atrocious, and it turned out to take over six months to complete this rather simple project.

In summary, we put down the deposit on 9/10/20, being told the estimated lead time was about six weeks for the cabinet, with countertop to be done afterwards. In fact, the cabinet was not delivered until 1/11/21, and even after that long delay it did not fit the space due to incorrect measurements. (We were told that the delay was due to staff being off for COVID quarantine, but despite this, the subcontractor who came to install it refused to wear a mask.).

The second version of the cabinet arrived on 2/2/21, but was obviously a quick fix and did not match our existing cabinets or other specifications we had agreed on. The final version arrived on 3/5/21, installed on 3/8/21. Color was not quite what we expected and there were obvious dents on the underside of one shelf (clearly hit hard with a hammer several times), but we accepted this since it was not visible in use and we did not want to delay this process even further.

There were multiple other issues along the way, but these were the main problems with the cabinet. The countertop subcontractor then came for measurements on 3/11/21, with installation on 3/26/21. Installation was complicated by a bulge in the drywall in the wall. The Brunsell "Kitchen/Bath Designer" with whom we worked throughout this process had initially advised us that the countertop fabrication would take into account anything of this nature, but this was clearly not the case.

As a result, there were some significant gaps and defects in caulking between the wall and countertop backsplash, in addition to needing to cut out part of the drywall. Throughout this six month process, the Brunsell staff person with whom we worked made very little effort to keep in touch. Even when she told us she would check on things and get back to us, she usually failed to do so.

Almost every single contact was initiated by us. Throughout this we never received an apology, and certainly there was no adjustment of the bill as many companies would have done. The Designer did say at one point that that she was mad at herself for measuring incorrectly for the cabinet, and at another point said it had been a "real learning experience" for her, but she said little or nothing about the aggravation we had been through. Based on the poor service, we cannot possibly recommend Brunsell.

Walked in for advice on a small project. Had planned to buy a small amount of lumber and stain. Was completely ignored for 10 mins when finally one of the service people who was chatting to someone gestured me to someone on the phone who ignored me too. I left and won't be back.

I was recently provided a quote from Brunsell for 6 doors and trim for a basement remodel. The initial quote seemed exceptionally high coming in at around $12,200. My first reaction was to figure out how exactly the installation of 6 doors and trim cost over $12,000. I contacted Brunsell and asked if the quote was correct. They informed me that they had made a mistake and misquoted me by around $2000.

Once I was provided the correct quote the next day which still was over $10,000 I contacted Bill Morris. He proceeded to tell me when I asked if he would itemize the amount so I had a better understand of how this job cost over $10,000 that he wouldn't provide me any breakdown of the cost and if I wanted to proceed with Brunsell I would need to accept the cost of the installation and put down a 50% deposit and then he would provide me a breakdown for the cost.

I quickly learned that this company had many hidden cost included in their quotes and they weren't willing to provide a itemized breakdown of the cost they were asking me to pay for some unforeseen reason. This is the most unprofessional experience I have ever had with a company. I highly advise anyone looking to purchase anything from this company demand an itemized breakdown of the cost before they accept the responsibility to pay. Brunsell should be extremely ashamed of these business practices and should rethink how they treat paying customers.

Please check this companies reviews before deciding to work with them. They have an exceptional amount of 1 star reviews. This doesn't surprise me at all after my experience with them.

I had a great experience at Brunsell. I am a beginner woodworker and I was pretty intimidated go to a lumber yard for the first time because I had NO IDEA what I was talking about. All I knew was that I wanted to buy some wood. I was a bit worried I wouldn't be given the time of day because I wasn't buying a contractor's load of wood. But boy was I wrong!

I got greeted right as I pulled up, he gave me instructions on what to do, and when I ready to make my purchase, the salesman helped me move heavy boards so I could get the exact one I wanted. He then cut them to the size I needed, and I was on my way! I really appreciated the prices were clearly posted as well, so I didn't accidentally buy anything that was over my budget. Their selection was pretty good too including walnut, sapele, Brazilian cherry, and more! Thanks Brunsell!

I have most previous visits to this Brunsell Lumber location and been extremely pleased with the service. I've seen mostly negative leaning words about them. But because my experiences were positive I wrote good things. It seems that the previous time I wrote and posted good things I discovered that the earlier previous words weren't ever posted.

Today I again find that they weren't ever added. So I have to start over, only this time I am writing bad things about the place. But the one caveat in there favor is that corona virus is in full swing and I arrived 10 minutes before closing. But even though I made the yard kid have to work an extra 20 minutes I am certain he'll get a little OT when he gets his check.

His lousy attitude won't help when the decision about layoffs is made in coming days I'm thinking. As I was attempting to secure my load he just walked away without so much as a goodbye. Moments later I encountered another yard man who came out and secured a red flag to the dangling wooden tail I am now sporting, and said have a good day and take care.

Now that's what I'm talking about. I told the Mgr dude type up at the front who I paid my bill exactly this: "if either of those guys is worth keeping, if layoffs are coming, dump the white kid, his mama didn't teach him good manners. I hope he's not your son, but his manners and attitude suck." Adding that I understand it's the end of the day. I'm a paying customer and I always spend hundreds when I visit, true not thousands, but buying Makita Tools and all my wood products does add up and I'm certain this place isn't the only game.

Brunsell provided the windows, doors, and millwork for our new home build. Their customer service is excellent and they are very responsive to any issues we encountered. Only downside is price - they are a bit more expensive than comparable products at big-box stores. Overall, i would recommend them for larger jobs where customer service and selection is more important than price. 5 stars on experience. 3 stars on price. Settled on 4 overall.

I want to personally thank Amanda for the wonderful customer service she has provided me each and every time - half a dozen at least! - I've dropped in with questions about new doors, windows and even trim. Getting through a major remodel is amazingly stressful, but Amanda and the staff at Brunsell are patient and informative. Their product knowledge has helped me make decisions and the education I've received from them is priceless! Thank You!

I was surprised to see so many negative reviews as I recently had several pleasant experiences here. I'm not sure people understand the type of place this is. This is a professional lumberyard catering more to contractors than homeowners. This is not the hometown hardware store where someone's grandpa will answer questions, make suggestions, tell stories about when he was your age, and hand our Werthers Original candies while he walks you to the aisle where the sandpaper is located.

While I thought they were also quite friendly, this place is down to business. You are expected to know what you want and be prepared to place your order. I was amazed at the selection of specialty products. I was able to chose from several grades of cedar in various sizes. They even had identical replacement cedar shake shingles which are likely from the same manufacture as the original 90 years ago since this place has been here forever.

Special shout out to Amanda, who's impressive knowledge suggests she's been there forever, when she has only been there 2.5 years. I'll be back the next time I have a large scale project.

I can't believe the negative reviews I'm seeing here. I've had incredible service when I've been both a customer, and even a looky-loo asking questions. I needed spindles for a stairwell railing I was replacing and also handrails. The treads were oak, and I wanted Cherry wood that could match. I had just had the hardwood in my home refinished and I wanted something that would be both reasonably priced, but most importantly to be NOT something like Maynards and all the box stores offer as quality materials. Getting an assist on every step of the process was something I know HD and most retailers can't offer, and I am certain the help such places might provide would be less than promised.

Many of the employees at the box stores know how to answer the questions on the application correctly, but they generally are worthless in their assigned departments. Not always, of course sometimes a retired carpenter or such is employed and can correctly advise, but usually it's someone who's real qualifications were they passed the criminal background check and are willing to work for less than (apparently) McDonald's now pay

We had a less than desirable experience in this store. The gentleman I spoke with on the phone was short with me and was impatient with my ignorance of his craft. We are do-it-yourselfers and were looking for advise and to purchase two doors and some window accessories. The gentleman with whom we finally spoke knew less about the subject than my wife and I.

After being left alone for 10 minutes at a time, twice, and still without any answers or the prices I requested, we left. This was my first, and my last experience at Brunsell. The contractor that came in after us appeared to be getting great service. Perhaps we just didn't have a large enough order to be considered important? I suggest avoiding Brunsell if you are looking for help on a DIY project, or good customer service in general.

If you are looking for samples of items, or displays this is a great place. they have a fantastic selection of remodel goodies. everything you could imagine from hardware to countertops, to front doors. however, i worked with a sales rep to order an Anderson window and it took him 1 full week and 3 phone calls for him to call me back.annoying. That being said, the installer for brunsell; Tim, much more efficient and timely.

First time my husband and I went in to get information on replacement windows and doors, we waited for 15 min. to get a sales person to talk to us. No one ever did. Not even a hello. It was a Sat. and there was one other couple also looking so we thought we would come back on a weekday. We stopped back on a Fri afternoon and it was the same scenario.

A woman who worked there was on her cell phone in the kitchen area, a man was in the rear making copies and both men at the back service desk were sitting down, one was on the phone. To the best of my knowledge, we were the only customers in the place and yet, after 10 minutes of waiting, not one person even acknowledged we were there. Do they not want to deal with the general public?

I am finished with Brunsell but will follow up with a call to the store manager who was not in when I called right after leaving. He should know that his employees are woefully lacking in customer service.

The specialized, high quality, service they provide at Brunsell is a valued addition to this community. That being said, however, their service is atrocious and their business could improve measurably with a few very simple improvements. For instance, why not have a price list available for things like Knit bowls and knobs? Instead, they require you to go and ask the surly, rude, "why are you bothering me" sales people at the customer service desk.

At the very least, they should rename the desk. As the owner of an old home in an historic neighborhood, I will continue to come back here, but I know they could probably make my life a lot easier Anselmi many more products than they are, if they took the time to bother to find out my needs. I will continue to buy salvage antique trims or stock from Home Depot and Menard's, just to avoid having to talk to these people again.

I've gone to Brunsell several times over the years for a wide variety of projects (kitchen remodel, cedar deck). I've found their staff to be courteous, helpful and possessing deep knowledge of the product lines they carry. On a recent projcet, I was even offered free delivery despite the small size of my order. You just can't get this kind of service at a big box store.

Worst. Service. Ever. Over the course of three different visits and several phone calls, I was astonished at the poor service we received. We will be buying everything to build our new house at any location other than Brunsell.