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The trials of buying doors, my whinge

By Peewee Slasher - 9 April 2013 19

Firstly, about the slogan “Doors Plus – No Fuss; it’s wrong!

Let me explain.

I ordered doors and fixtures from the Canberra Doors Plus store on the 9th March – a total of over $2000 worth, I paid a deposit of $600.

A week later, I discovered I had ordered one door too many.

The tax invoice states: NO VARIATIONS WILL BE ACCEPTED AFTER 24 HOURS

 I read the fine print on the contract of sale and saw the following:

“If you cancel the whole or part of your order for any reason that is not based on a statutory right or warranty claim, Doors Plus reserves the right to deduct from any refund or credit due to you, 15% of the price of the cancelled part of the order”  Fair cop, I thought.

So, I sent an email through the Doors Plus website explaining and asking for their advice. I left my contact details on that email using my mobile phone number.

The next I heard was when my wife phoned me to say the manager of Door Plus had been on the home phone to her irately having a go at her. Amongst other claims, he said “he did us a favour with the price for the package” and that “he wasn’t a discount store”. That’s strange, the sale said prices were reduced up to 50%, one of the primary reasons we went there. Also, he has failed to understand a basic principle of sales; i.e negotiation achieves the sale price – favours don’t come into it.

I’m fairly sure we are not personal friends. If we were, I would have said ” Hey Bluey, give us a hand with these doors, then we can go to the pub”  Bluey would have said ” Geez Boof, you don’t ask for much, but seeing as I owe you a favour, alright then”.

The manager also told my wife the doors were “on the truck that day sitting in his driveway ready to be delivered”.

I received an email the next day confirming the doors were ready for delivery, so I phoned him (using my mobile phone – you’ll get the drift of this soon). He sounded quite reasonable when I spoke to him. I was up front with him acknowledging that there is a financial “penalty” but he was gracious and said he “would let it slide”. I thanked him. I asked for a delivery date and time to which he said ”  he’d get back to me”. Strange, I thought – the email said call us to arrange a time, but he didn’t give me one” He must be busy I thought. Two weeks went by and I used the Doors Plus web page email again, explaining that nothing has happened and leaving my mobile number.

“Silence……………………………………………………………………..”

Still nothing heard since then.

No communication whatsoever.

It’s now the 8th March.

The doors plus website states:

At Doors Plus we want to make your buying experience No-Fuss. We offer exceptional products and services, making us standout from any other door supplier, that’s the Doors Plus Difference. Pasted from <http://www.doorsplus.com.au/content/doors-plus-difference>

From the www.dictionary.com ; Fuss – an argument or noisy dispute:

I therefore assume that the opposite of fuss is no fuss as Doors Plus have stated and that I won’t or shouldn’t experience an argument or noisy dispute. Well, I have to say, it certainly isn’t a noisy dispute but it does seem to be an argument, one of those silent brooding arguments that couples might experience at home – you know – when one partner behaves as if nothing has happened but they’re really smouldering under the skin – just waiting for you to say something. Maybe that’s what the manager is hoping for – that we’ll walk into the store and start complaining and then he can just shoot us down in flames before other buying public.

Actually, it is tempting – but with a picket emblazoned with the words  “Doors Plus – Bit Suss”

So, what did I expect? Well … 

  1. I expected a Doors Plus person to phone me back on the number I left in my email (twice) – my mobile number.
  2. I expected a discussion about the issue.
  3. I expected that I would lose some money because I had cancelled a part of the order.
  4. I expected the doors that I have ordered to have been delivered to my home by now.
  5. I expected to be saying to my family and friends “Yes they look good, don’t they – we bought them from Doors Plus.

  I didn’t expect along drawn out process that completely contradicts the Doors Plus motto – NO FUSS!

What’s Your opinion?


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19 Responses to
The trials of buying doors, my whinge
Peewee Slasher 4:34 pm 09 Apr 13

I thank you all for your vibrant comments.

Of course, discussion is a two way path and I have experienced situations where things are resolved amicably and maturely. Mostly, that’s what happens. I definitely was a “gumby” on that day having gone to the sale.

Hey, the doors (now delivered) are good quality (maybe Taiwanese) material.
A few weeks of painting and hanging and my pain will subside.

Reprobate 4:10 pm 09 Apr 13

Hmm, that’s pretty much the vibe I picked up when I went there a few months ago. Big Harvey Norman style discount / clearout / never to be repeated sale advertised hard on TV each weekend, get in there and price something decent with fitting and painting and you’re looking at three times the door cost.

Any recommendations for people to hang a decent Humes/Corinthian door NOT bought from Doors Plus (ie Fyshwick Building Supplies, Ern Smith, Bunnings etc)?

dustytrail 2:57 pm 09 Apr 13

I needed a new front door a couple of years ago and the only place available was Doors Plus. There used to be another couple of places but they have obviously gone out of business. The wood of doors at Doors Plus is not very good (made in Taiwan or somewhere) and I paid about $1,200 … on “special” and it wasn’t even varnished, had to arrange someone to do that myself. The carpenter who installed the door was OK. I have since had to have the door sanded and re-varnished at $50 an hour by a local bloke.

I imagine that the OP’s problem is that Doors Plus is the only place around that sells doors, so they don’t need to worry too much about customer service.

Felix the Cat 2:47 pm 09 Apr 13

NoImRight said :

Yes, yes theres all sorts of things the OP could have done to fix this but why should he have to? He has done what the Company required, communicated the changes and accepted the conditions. Its relatively easy for him to follow this up and no doubt eventually he’ll have to but I know I get weary of rewarding sloppy service by chasing a business just to get it to do its part and take my money.

Springing to the defence of a poor business and berating the customer for not doing enough to help out the business only shows why we continue to experience poor and declining service plus an attitude of doing the customer a “favour” just by deigning to acknowledge their existence.

I’m betting the OP isn’t the only customer of Doors Plus, should they drop everything and ignore all the other customers while they sort out the stuff-up that was the OP own doing? The OP has to help him/herself by ringing the company back. Maybe they have a problem with their email system? Maybe the guy you spoke with previoiusly has been sick or maybe he resigned/got fired and has left the company? You’ll never know if you don’t call them or go out there. You either want the doors or you don’t.

If the OP is really peed off at DP then I suggest cancelling the order and buy the doors somewhere else.

ATypicalUsername 2:13 pm 09 Apr 13

So… from the sounds of it.
You’re mad at doors plus because you sent an email to an unmonitored email account?
I’m not sure this is their fault.

Madam Cholet 1:41 pm 09 Apr 13

I recall I had a Doors Plus guy go a bit berko at me once when we bought 6 doors from them. Can’t remember over what, but suffice to say I wouldn’t use them again. From memory I spoke with someone else who made excuses for him. We paid $1800 for two sets of bi-fold doors. They offered to paint/spray them for another $1800. Guess what, we passed on that and got the interior decorators to do it when they painted the house for a reasonable $4500.

In my opinion Doors Plus Canberra are expensive and up themselves. The sad thing is, is that their showroom is often packed with unsuspecting gumbies, so a) the competition must be woeful, and b) they can afford to piss people off.

chewy14 1:33 pm 09 Apr 13

NoImRight said :

Yes, yes theres all sorts of things the OP could have done to fix this but why should he have to? He has done what the Company required, communicated the changes and accepted the conditions. Its relatively easy for him to follow this up and no doubt eventually he’ll have to but I know I get weary of rewarding sloppy service by chasing a business just to get it to do its part and take my money.

Springing to the defence of a poor business and berating the customer for not doing enough to help out the business only shows why we continue to experience poor and declining service plus an attitude of doing the customer a “favour” just by deigning to acknowledge their existence.

I honestly don’t think asking the OP to make 1 phone call in a month to check on their order is a big impost or particularly bad customer service.

Yes, the business should have done better, but considering the issues with the changed order, there’s plenty of reasons why this particular order may have been delayed or misplaced.

How hard is it to pick up the phone and check on it?

NoImRight 1:20 pm 09 Apr 13

Yes, yes theres all sorts of things the OP could have done to fix this but why should he have to? He has done what the Company required, communicated the changes and accepted the conditions. Its relatively easy for him to follow this up and no doubt eventually he’ll have to but I know I get weary of rewarding sloppy service by chasing a business just to get it to do its part and take my money.

Springing to the defence of a poor business and berating the customer for not doing enough to help out the business only shows why we continue to experience poor and declining service plus an attitude of doing the customer a “favour” just by deigning to acknowledge their existence.

rosscoact 12:51 pm 09 Apr 13

zorro29 said :

ah you seldom get sympathy from the RA crowd, but i understand the irritation and need for a whinge. sometimes businesses in canberra are inflexible and lazy (to the point of being dishonest and misleading sometimes). we had to replace a rather large door in our apartment (as we have 12ft ceilings so our doors are insanely tall) and used Doors Plus…we didn’t have anything as bad as that but they did need to come and do it twice as they didn’t measure adequately and when the door was painted, it didn’t fit…so we had to get them back to shave more off.

so i also am dubious of the no fuss claim!

zorro29 said :

ah you seldom get sympathy from the RA crowd, but i understand the irritation and need for a whinge. sometimes businesses in canberra are inflexible and lazy (to the point of being dishonest and misleading sometimes). we had to replace a rather large door in our apartment (as we have 12ft ceilings so our doors are insanely tall) and used Doors Plus…we didn’t have anything as bad as that but they did need to come and do it twice as they didn’t measure adequately and when the door was painted, it didn’t fit…so we had to get them back to shave more off.

so i also am dubious of the no fuss claim!

I won’t blame the victim either. You are obviously pretty ticked off to spend the time writing this.

Some businesses haven’t grasped that with social media the consumer has the power. Good on you for taking the time to expose poor customer service.

zorro29 11:58 am 09 Apr 13

ah you seldom get sympathy from the RA crowd, but i understand the irritation and need for a whinge. sometimes businesses in canberra are inflexible and lazy (to the point of being dishonest and misleading sometimes). we had to replace a rather large door in our apartment (as we have 12ft ceilings so our doors are insanely tall) and used Doors Plus…we didn’t have anything as bad as that but they did need to come and do it twice as they didn’t measure adequately and when the door was painted, it didn’t fit…so we had to get them back to shave more off.

so i also am dubious of the no fuss claim!

BimboGeek 10:39 am 09 Apr 13

So you agreed to take the lot and now they won’t deliver? I’d try popping in and chatting with some random sales guy. Just tell them what happened (maybe play down the tantrum bit) and that you’re not sure where the order is up to but you’re pretty sure you’re supposed to be organising a delivery time with or without the extra door depending on what the boss has put into the system (you’ve already accepted that you’ll probably have to keep it so just go with what the computer says).

They will probably find your order in limbo in the order system that the boss probably doesn’t log in to often enough and can organise a delivery for you. There’s even the possibility that they offer to remove the extra door. If your random sales guy removes the extra door you owe that sales guy a beer. Make sure the door isn’t already removed otherwise your delivery will be one too few and you will be the most annoying PITA that they’ve had to deal with all week.

chewy14 10:37 am 09 Apr 13

So you haven’t rang them in a month to find out what’s going on?

A) Time to write rant on RA – 10minutes
B) Time to ring the shop to solve the issue – 30seconds

Yep, good decision.

It must be extra fun to whinge about this on a website, knowing that you’re fully in the right, but still not having any doors.

Solidarity 10:24 am 09 Apr 13

You’re missing the punctuation!

Doors Plus – No, Fuss!

Felix the Cat 10:06 am 09 Apr 13

If you’ve got the time to rant on RA about it then you should have the time to call them or go out to the shop and sort it out.

Felix the Cat 10:05 am 09 Apr 13

So why did you use the web page email on the second time instead of just replying to the guy that emailed you? Have you tried calling the shop and speaking with the manager guy that you dealt with previously?

I know you shouldn’t have to if you’ve sent emails but for whatever reason they aren’t responding to them so to get the situation resolved you need to talk to them. On the phone would be easier and quicker than going out there if time is an issue for you – which it probably isn’t if you ordered the doors in March and haven’t bothered to sort the problem out yet. Alternatively just accept the extra door and re-sell it on allclassifieds or eBay.

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