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November 2024 by Sarah Beier
I typically do not write negative reviews, but the numerous issues I encountered with Brunsell throughout the course of our project have left me deeply frustrated and disappointed. Unfortunately, I cannot recommend this business based on my experience, and I feel compelled to outline the key issues that led to this review.
One of the most significant issues I encountered was the lack of responsiveness. Calls and emails went unanswered or were never returned, leaving me without vital updates and creating unnecessary delays. At every stage of the project, it felt like I was constantly chasing answers, which is both inefficient and frustrating when you're working on a tight timeline.
I was assured that the doors would be delivered on time, but once again, I found myself reaching out multiple times for an update. After five days of being given the runaround, we were told the doors would be delivered Monday morning. However, when I called dispatch, they had no record of our order being delivered that day. The lack of proactive communication left us in the dark and added to the mounting frustration of this entire process.
After the other doors were delivered and installed, we learned that our fire door was never delivered. When we reached out to figure out where the door was, we were given conflicting answers. First, we were told the door had been ordered but came from a different manufacturer and was left off the truck. Then, we were told that the fire door originally quoted for our project was intended for a condo, not the single-family home we were working on. They admitted they failed to request the necessary measurements for the door, and when those measurements weren’t provided, the fire door was completely omitted from our order—without any communication or explanation.
To make matters worse, after no follow-up from the Brunsell team, we received a new quote for the fire door that did not match the doors we had previously ordered at a price of $594—nearly double the original cost of $233.31. This price discrepancy, coupled with the lack of communication about the order status, is unacceptable.
In conclusion, while mistakes happen, the lack of communication, transparency, and follow-through in this case has been extremely disappointing. I hope Brunsell takes this feedback seriously and works to improve its customer service and internal processes. Unfortunately, based on my experience, I cannot recommend this business.
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October 2024 by Dan Boyer
Very poor customer service. I have been trying to get a simple quote for a door over a three month period. Visited the store twice and followed up with email and calls over ten times. Received one email back.
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September 2024 by Dennis Thayer
Needed a 4’ X 8’ exterior plywood sheet for a home project. Brunsell Lumber had great customer service from the purchasing end through some special cuts I needed. They were all very helpful and had a great attitude.
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July 2024 by Jeremiah
TLDR: Miscommunication and unprofessional behavior at Brunsell Lumber & Millwork led to frustration when my plywood wasn't cut as promised. Staff was unhelpful and rude, and additional fees were unexpectedly added. Very disappointed.
I wanted to purchase a 4' x 8' 3/4" Baltic Birch Plywood panel, and Brunsell Lumber & Millwork was the only place that had what I needed. I called them around noon to confirm they had the plywood and asked if they could cut it to 5' so it would fit in my vehicle. The person on the phone assured me they could and took my name down. I inquired if the cut would cost anything and they said it was $1 for the service. They took down my name and number and told me to come in later that day.
When I arrived at 4:15 PM, they hadn't cut the plywood, but said they could do it quickly. They didn't have my order written down and the salesperson said that they wouldn't charge me for cutting the plywood. After paying, I went to the lumber yard where a young employee, who seemed unsure of what to do, helped me. He initially brought out the wrong thickness of plywood. Once we found the correct sheet, he informed me he couldn't operate the saw and left me in an employee-only area to find someone who could.
While waiting in an employee-only area, another employee rudely told me they couldn't cut the plywood that day as everyone had left. As I understand it from later conversation, he was the supervisor for the Millworking area. Eventually, someone else confirmed the cut couldn't be done and that it would cost $30 for a single cut. Frustrated, I decided to leave and come back the next day, making sure to get my paperwork back.
The next day, I called the sales desk to explain the situation and my disappointment. The person on the phone seemed surprised and promised to resolve it. He later called back, saying it would cost $20 to cut the plywood because it was a special wood. He gave no apology for the miscommunication, or offered to do it for free because that was what was originally promised.
I understand that every business has their way of doing things and their own political structure, but it's my opinion that is something customer shouldn't ever be subjected to. I felt misled and unwilling to pay more for something they had initially promised for free. I decided to take matters into my own hands and later brought in my own saw to cut the plywood in their yard so that I could fit the panel in my vehicle.
Overall, my experience was very disappointing. Miscommunication and unprofessional behavior made it extremely frustrating. I had been considering making a large purchase from them later, but after this, I certainly won't.
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May 2024 by Chance Homme
Years ago these guys ordered the wrong door size for my parents sliding door replacement and instead of just admitting they ordered the wrong size and taking it back, they took a sawzall to the king stud above the door and made the door fit, compromising the structural integrity of the second floor of my parents house. The inspector apparently barely approved this work. When they tried disputing this with Brunsell, they took a lean against my parents house like cowards, instead of owning up to their mistakes. Unbelievable that these guys are still in business.
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April 2024 by Robert Frank
After going to several other places, I stopped at Brunsell and they were very helpful and had the parts in stock....my drawers are fixed!!
I would highly recommend this company
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April 2024 by Aron Shelton
Great place, knowledgeable staff would recommend.
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April 2024 by Brandon Godboldt
Worked with Jon from Brunsell to get a custom cabinet made. They beat a competitor on price, turnaround time, and responsiveness.
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December 2023 by Chad Valenza
I have been working with Brunsell for over 20 years now. Kari is excellent to work with. If I had ever had any type of issue with a product, it was always corrected or replaced to my satisfaction.
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September 2023 by Tenielle J.
Awful customer service. Extremely rude CEO of Finance - called us names among other things! We went off the few positive reviews for Brunsells and ignored the negative reviews - never again! Madison area is big - try someone else if you want to avoid HUGE issues.
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July 2023 by Brian Callahan
Excellent experience with Brunsell. I've found it is easier to use Brunsell over the big box home improvement stores and that their prices and service are better. Delivery drivers are pros and go above and beyond in placing materials where they are needed.
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July 2023 by Tenielle Johnson
I’m doing a massive remodel of my house with a friend’s help, and we needed windows for the whole place (>$20K), My friend gave the Brunsell representative, Mark P, a written work order for the windows, the rep produced a quote with the wrong number of windows and the interior color wrong for most of them. (Yes, this is when we should have shut the whole process down and gone elsewhere.) The friend gave the rep two written corrections to the errors, the rep repeatedly verbally assured my friend that the order had been corrected. Placed the order and when the windows were delivered they were, of course, wrong. The rep offered to have them repainted if we paid ~$2K, and the same day the store manager offered to have them repainted for free. Concerned about the quality of that remedy and the errors already documented, I requested the windows be returned for a refund; the store manager, Dylan P, agreed. Then Brian R. the VP of Finance stepped in and stated that Brunsell would not honor the agreement with the store manager. The next 7 months (!!!) were a nightmare of the VP insulting us, bullying us, calling us names, making hollow threats to sue, and lying about the situation to the Better Business Bureau and the state Department of Agriculture, Trade, and Consumer Protection. Every time we would consider compromising just to be done and shut with the mess, he would pour gasoline on the fire with more insults and threats. He finally relented and agreed to accept them for a refund—the same arrangement his store manager made over half a year before. As a testament to his professionalism, towards the end he sent separate emails to me calling me “the crazy window woman” and to my friend calling him a “weaselly piece of sh*t”. Both from his company email and both with his signature line as VP of the company.Summary: (1) Quadruple check the representatives’ work and make sure you get everything in writing from them. (2) Don’t believe any agreement the store manager makes because he has no authority. (3) If the VP of Finance gets involved, be prepared for him to be incredibly insulting and abusive to you.
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July 2023 by Andrew Kepler
I had a great experience working with Brunsell Lumber & Millwork in Spring 2022 on a kitchen renovation.
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January 2023 by Tom Borchardt
This is an old-school real lumberyard. They do their own planing and millwork, and always have a excellent supply of standard woods. Boards are good quality, straight and true, and available in a variety of widths and lengths. I am glad that they are here.
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December 2022 by Shlomo Calvo
Worst customer service I got in a while. I bought stain that wasn't the color that was pictured on the product. When I came to return it, the clerk took the product back BUT didn't refund me.He said that his manager will call me,which didn't happen. Buyers Beware!!
