Durst Lumber & Ace Hardware — Attraction in Berkley

TL;DR The guys in the lumber yard are friendly and helpful... but I had a horrible experience with staff inside the store. One that's bad enough to write out a long detailed review over a 10 minute interaction.

When you first go in... it's a pretty tight parking lot. Luckily, you can get in through a side street from Coolidge so it makes getting in and out easy.

Lumber guys were very helpful. I immediately received help and pointed me in the direction of the items I was searching for. They didn't have a large selection for the species of wood I was looking for... but they mentioned they could special order wood if they didn't have what i was looking for. Either way, they were very friendly and helpful. I was disappointed when I went to the lumber cashier section inside the store.

At first, I see 4 employees at the lumber section with 1 employee helping a customer, 2 at the other registers, and 1 sitting across talking to the other employees. Usually not a big deal and is most likely a shift change... but when I'm looking around isles around the lumber section, I see a section filled with snacks. I got more vibes of a teenage hangout than a hardware store when I'm back there.

They didn't have any indication of lumber prices in the lumber yard so i was a bit thrown back at the final bill cost when they rung it up at the register.

Anyways, I ask for a price breakdown to see if there's an error when ringing up my order... or if it's not an error, I wanted a way to compare the prices here vs their competitors. I had 3 species of wood(1 plank of each) and the cashier said "ok, this first species is $3.95" So I think $3.95 per unit, great, now we just need to figure out where the other $100 is coming from. They clarify saying it's $3.95 per foot. I'm not familiar with the whole concept of cost per length on 3 dimensional objects. I'm trying clarify what that means... like if they meant $3.95 per cubic foot of this species of wood or if maple goes for $3.95 per foot regardless of how thin or thick it was.

The cashier starts to get patronizing after I was trying to get clarification on whether or not it was price per volume saying things along the lines of "I've never heard anyone suggest that before." At this point, I don't want to continue any conversation with this cashier so I ask the other cashier if they had their lumber prices/rates listed anywhere where I can look at it in peace. They tell me rates change too frequently to have it posted anywhere outside their computer system. I then ask if I can get the rate for the other 2 species on my bill so that I can leave the store and have something to reference when I compare prices. The patronizing cashier snaps back saying "She just told you the rates" (She hadn't). After I insist that it's written down, I leave the store baffled on what just happened.

After all is said and done.. I do not intend to come back here any time soon. That's considering the fact that this is the closest lumber yard to my house... and even if I find out that their lumber is the cheapest around. I am willing to travel further and pay more in order to go to a place that is friendlier to new woodworking...

HORRIBLE EXPERIENCE after years of shopping at Durst's... I will never return and I have cancelled all orders and shopping. I am a general contractor and I manage many tradesman for my business. I told all of my employees that Durst Lumber is off limits. I order a large number of window pane glass at 8:35 AM on Monday and I told the clerk I would pick it up Tuesday morning when the store open at 8:00AM, he expressed that it would be ready if not later on that day. A whole day went by, and on Tuesday morning when I came in to pick it up. I was stalled while they looked, and I ask if it was a problem and the lady responded yes they were under staffed and did not complete the order. I ask why didn't they call me to to inform me, no answer, I ask when would it be completed, she said she did not know and offered no resolution nor did she act concern or sorry for incident but was very rude and very ill mannered, when I ask for the manager, she responded that she was the owner....I was really offended now, and I'm a customer who's trying to provide a service to my customer needing to know so I can inform my customer and you're treating me like this in front your employees WOW, I'm not sure if was a black thing because I am a Blackman... As bad as I needed the material, I just wanted a refund, now she saying it would not take long to complete but continuing to be rude, when you've could have said that in the beginning ..... It made me say some things I would not normally say to anyone and especially a lady, but she deserved it. I just did not want the relationship as vendor any longer just a refund and the door out of her store. I know I want hurt her bottom line, but I will never contribute to it. I am really divided on this because her store had milestones in our family business for years, and it was destroyed by a ill mannered owner when all I wanted was service and resolution to a problem! Good Bye...

Prior to going to Durst, I googled the item I wanted, than I called to make sure the item was in stock. I was informed that it was. When I arrived, I asked where to find the item, the cashier (was a young man,about 14 years old) checked on the computer and said we do not have that item, I then conveyed to him that I had called and was informed that it was in stock. He then said, it’s in isle 19... needless to say it was not. I was sent to the back of store and immediately the person at the lumber table went to isle 47 and got the item I wanted. I proceeded to check out with my item. Since I checked out with the young cashier who had informed me initially that the item was not there, I stated that if you do not know something to find or ask someone else. I was than approached by another employee that said he was new. Understand this, if he was new he needed to have some form of training. As I stated to him just ask, I was than approached by another employee and she said that I wanted to fight and be confrontational. I then ask for the manager and was sent to the back of the store to speak to Ron. He was kind and I stated to him what had happened. Time and being efficient is of great importance and customer service is a priority, Especially since shopping has so many different ventures in which to purchase anything. I believe in supporting small business. But if the customer is accused of trying to fight when going into a place it will eliminate the small corner type stores. I also believe this is a family owned business and the young boy was either a grandson or great grandson. I believe that to perpetuate the integrity and great customer service that Durst has always given, that all employees and family members should be maintain the same spirit that Mr. Durst started the business...