Builders Surplus — Local services in Florence

I visited your store over a month ago to look at product for a home I plan to build for myself. I am always looking for new places to get products. While in the store I talked to most everyone there about different items. I wanted to let you know about a few things;

While in the store I spoke with a guy in your cabinet area that was probably one of the best design people I have every dealt with. With being in the construction business myself, he knew a few things I would have never thought about. We spoke about my thought on the house I plan on building and the locations. He asked about the type of construction and the look I was going for overall. He quickly drew up by hand some elevations and thoughts on giving me the look I wanted and how the small tweaks would give us a better master bath and garage layout. I am not sure how you landed this guy in your store but if any of the company I know that do design stuff I will send them to find him. I would not be surprise he is being way under paid for what he could really do for you. We also went over cabinets that we are going to want for our kitchen and the look we are going for he said he would not be able to give it to me with the brands you had to offer and told me what I would lose by him trying to make it work. He told me of a few lines that could give me that look and I looked into people who carried those lines. I also spoke with the guy in tile about some of the mosaic and the ones I looked at I have seen at other places and would be cheaper. We went over to the computer and looked them up and the tiles were cheaper elsewhere. He asked the guy that said he was the store manager if your store would match the prices or beat them. The guy said no since you sold a better product and that it was cut better, I am not sure the word he called the cut process but the on the box of tile itself it said the complete opposite of what the manager said. We then looked at a few other tiles and had the same issue and was told that it was because you sold the better cut tile that it was the reason for the cost. Again the boxes stated the opposite! Also a few of the items we looked at you did not have enough stock of and when the tile guy asked if there was a time frame on when it would be coming in he did not have an answer. So I then asked is it a stock item or are all the products just surplus as your stores name hints at. I was told that flooring we was looking at was a stock item and would be refilled. So I asked again when more would come in and was told it just shows up. What kind of answer is that, first he does not match a price on a like item, tells me the wrong info more than once and cannot tell when his store would get in more products. WOW!!

You had some great products and people in areas that seem to really be trying to sell items but have a manager that one needs to know what he is talking about before stating something. Needs to help his employees when they ask questions rather than give wrong/general answers from behind the desk and also give them an environment they feel safe in. I am strongly disappointed with my time wasted in your store. The few sales people I dealt with were great and tried everything they could to help me and my wife but.... I will openly tell people not to waste their time coming to the store to get product since it would not most likely filled to the amount need and that the guy running the place will be give you the correct answers on things. I would suggest you get your store manager some training he obviously needs to go around and read the information the boxes before giving out the wrong info. I also hope one of the design companies I deal with need a designer cause you seem to not be using your people to their full.

Sorry but you lost me as a customer.

Builders Surplus Reply from the owner Todd Bauer was a complete throw your employees under the bus reply of which both the Designer and the Flooring person both gave me great info. The owner and the store manager both were way off and...

I have always been so thrilled with the products and service our family has received at Builders Surplus. I remember walking into their beautiful showroom for the first time and feeling excited and overwhelmed....so many beautiful things to look at, so many ideas running through my head for our new addition. Immediately Adam, an amazing smart helpful funny salesman, came to my rescue. He was able to find our the perfect doors for our addition, the best price, and he put my mind at ease. We were so budget conscious...but I wanted quality and I knew exactly what design and look I was going for. Adam was attentive, thoughtful and so customer-oriented. We have found all of the employees to be this way, and that is why we love shopping here...and why we shop here first. We continue to go back to Builders Surplus because we alway receive the best care and a great product. Our questions are always answered, their prices are always within our budget...they will work with you and help you find what you want and for the price you want. The quality of their products is superb, and they always make you feel welcome. We tell our friends and family to go to Builders Surplus before they go anywhere else. My sister has a beautiful new kitchen, thanks to the hard work and time the designers at Builders Surplus put into her project. My friends refinished their bathroom and took our advice and went to see Adam. They are thrilled with their new bathroom. They purchased everything from Builders Surplus. And as loyal customers, we are always thrilled to spread the word about the amazing savings and service we receive. Because Builders Surplus has been so loyal to us. Stop in, we promise you will be happy that you did. And you will probably walk away with a treasure, a great value, and a smile on your face. I cannot say enough about the customer support. Builders Surplus responds to calls promptly and efficiently. They follow up, they take pride in their service, and they do everything they can to make sure that their customer is satisfied and happy. Windows, beautiful beveled glass doors, quartz, granite, glass tiles, flooring, cabinets, a superb design team....vanities, drawer pulls and fixtures...you will find it all here, and at a much better price. And if you don't see what you're looking for, just ask Adam or one of the many awesome sales representatives....they will find it for you, and they will not give up until their customer is satisfied. Thank you for the great service and...

My husband and I decided to remodel our kitchen. With this being the first time we had done this, we honestly didn't know where to begin. When we went in the first time, we were immediately greeted by a sales person who seemed very knowledgeable and helpful with all of our questions. For the next scheduled appointment, we decided to order the cabinets. He then asked us if we would like the cabinets delivered or were we going to pick them up. We asked what the delivery charge was and he seemed to look something up on the computer and he said it wouldn't cost anything, so of course, we decided to deliver. We were already impressed and happy. We started telling our friends/family how much we liked the store. However, once the cabinets came in, the person on the phone said that they don't deliver cabinets. Apparently the salesperson was very new and wasn't aware of the policies, which I feel is crucial for them to know/be trained on since they are on the front line dealing with the customers. The manager, did, however, personally deliver our cabinets to us, due to this - which we greatly appreciated. When installing the cabinets, the lazy susan (being the most expensive piece) came apart the minute we took the cardboard off of it and went to lift it. The reason was because whomever put it together used 1 inch screws, which didn't even go through to the adjoining piece, so we had to remove the completely stripped screws and put in longer ones. For the thousands of dollars that we paid for cabinets, this is unacceptable. In addition, we had asked for the countertop person's contact number, twice, so that he/she could come to measure / order / install the counter top and no one ever followed through with calling us back with that information. I even had emailed our salesperson with a question on the countertop quote that we had originally received and he never returned my email or called. We ended up going to Lowes for the exact same countertop and had it installed for less than the Builders Surplus quote. We won't be going back here again. Everyone that works there is very nice, but it just wasn't...