ArchitecturalDepot.com
Reviews and Complaints

I asked their sales agent Andrea Milkie told me about low price guaranty, customer satisfaction guaranty, 30 day return policy if damaged or not satisfied, 30-45 day shipping so I gave her my credit card information and placed the order. I informed sales agent of damage and she said they would send out replacements immediately then received an email from the Customer Service Manager informing me there was no low price guaranty, there was no customer satisfaction guaranty, there was no returns on their merchandise and the fine print said I had to notify them within 3 days not 30 days which is not what they told me...and then they said that the signature at for the delivery had to state damage and they would not send replacements if notified within 3 days or 30 days. In other words everything I was told was a lie to get my credit card information. To date. the President Richard Selleck, the VP of Sales Ryan Shumaker will not send me replacements for damaged product. Infact the VP of Sales told me, we have your $2,000 so if you cannot afford to rebuy the columns damaged during shipping then you dont need to shop at Architectural Depot again. Try Home Depot or Lowes because we dont need your business. THEY LIED AT EVERY STEP UNTIL THEY GOT MY CREDIT CARD INFORMATION. STAY AWAY FROM THEM. Richard Selleck President. Ryan Shumaker VP of Sales. Neither will do anything to replace their damaged merchandise

We ordered 4 Legacy brackets in ANTIQUE PEWTER. Their online pictures in this color (on which we based our choice) show minimal signs of pewter or silver. The items we received had many bright heavy silver strokes.
We called (3 times) and subsequently emailed to let them know the items received were the wrong ones (based on the above). We were first told that pictures may look different based on the "monitor". So, we went to their website using an iPhone, an Android and the laptop - all 3 pics were identical, none showed any brush strokes of silver - so we emailed them a screen picture of each. We also sent them several pictures of the product we received. NONE of the items received had any resemblance to what they represent online.
The 3 representatives we spoke with said in a nutshell:
- they paint powder coated black brackets by hand with the color of choice, so there should be "SOME variation"; and
- the items we received are the antique pewter; and
- we get a can of paint and paint them over. When I responded that solution was unsatisfactory after spending over $400, I was asked, "why we couldn't paint them."
Customers place online orders in good faith, with the expectation that the item seen on the company's website is an accurate representation of the product that will be shipped. The pictures we sent them clearly show the two items are very different. Rather than accept that their website misrepresented the color and make it right, they chose to respond with:
"Production has reviewed your photo, and did confirm that the Pewter is what was sent. The Silver is a much brighter shade than the pewter…."

We didn't buy the product based on what they do behind the scenes in their factory, we bought the product based on what they advertise on their website. Poor, poor customer service.

Steer clear of this company very shady…
Steer clear of this company very shady practices. Order home outside wood window shutters that were delivered to my door and they were not packed in plastic or padded in the cardboard box they were packed it. One shutter came split and the company refused to do anything about this. I reversed the total charge with visa as they refused to send a replacement or call me. Do not use this company. Fellow realtors in arizona, washington and florida use another company!

Ordered PVC shiplap for a bathroom ceiling. I then went to other sites to find PVC crown molding and I noticed that every other PVC product had the California Prop 65 warning (cancer, birth defects and reproductive harm). This caused great concern that I had just ordered toxic shiplap planks on Architectural Depot's website. None of Architectural Depot's PVC products have the prop 65 warning on their website; I've looked. I found this very hard to believe as PVC products on other websites contain the prop 65 warning. My order was not set to ship until tomorrow, according to an email I received, so I called immediately to cancel because I feared that the planks contained toxic pthalates. The representative said that the items had already shipped and could be returned but that there would be no refund for the $100+ shipping fees and that a restocking fee would apply. I said that I wanted to speak to a manager about their Prop 65 testing and claims. Manager, Karen Selleck, got on the line and assured me that their products passed Prop 65 regulations and fell below toxic limits. She could not offer me any proof of this. I kept insisting that I be provided with some sort of proof or at least the name of the lab that did the testing, because this day and age, you can't trust people's word. She proceeded to argue with me and then went on to accuse me of using this "pvc concern" as a way of getting out of paying return shipping and restocking fees. I am a customer, calling with a very very serious concern about toxic products that I could be putting in my home, where I am raising my babies...and this was what she had the nerve to say to me. I will NEVER EVER again do business with this company! If a customer calls with a serious, legitimate health concern about your potentially toxic products, you NEVER accuse them of using that to get out of return fees and my goodness, you better have proof behind your big claims! Your health is your most valuable asset! Don't let people toy with it. Shop somewhere else.

Order No. 1019190, 9-15-19. I purchased $500 of running house trim based on the photo on their website. When I received this material, it did NOT look like the photo -- it was distorted & stretched. I sent them photos & they agreed that they were distorted, but told me that was part of the manufacturing process! When I attempted to get them to send me the correct product or refund my money, they insisted that all items were custom made & I could not return it. Not returnable ? ? ? ? . . . this product was totally misrepresented on their website & it cost me $500 of my VERY HARD EARNED MONEY. These folks need to do the right thing & return my money or make me the correct product that they advertised.

I am very frustrated with the service quality they provide. I mean they don't even provide it, it's ridiculous. I have nothing negative to say about rates, they are appropriate, but this fact probably affects their customer service department work. I have a couple of questions, I think they are simple, but I need their assistance. Unfortunately, they don't answer me and I don't know why. Maybe they have tons of emails and there are only 2-3 people who have to look through all of those emails? I don't know. But I wish it could be better. I need your help, Architectural Depot. Please, answer.
My name is Aria Northurs, I have sent several emails each week, please check them and let me know.
Thanks.

The only thing I like about them is their prices. The rest should be fixed as soon as possible.
Each time I deal with them issues occur. Not hard issues. Easy-to-resolve ones.
First of all, I would fix your email system.Or I would hire people who would write replies. I'm sure you have them, but in case you didn't know - they actually don't :P
And second, the tracking number is not always provided. It's important for customers.
Thanks for your attention.

We ordered custom painted wood composite shutters on June 21. I did not receive an inquiry from them about said color until July 12.
I provided the paint color, manufacturer, and color code from the top of the can, and Keith Tett from Customer service, sent along this info to the warehouse.
When the shutters finally arrived on July 21, the color was totally WRONG!
I contacted Keith at Architectural Depot, and I also sent another email and picture to customer service.
So far there has been no resolution to this : we have 6 shutters [very heavy boxes!] that they will not take bake, yet the color is totally wrong and not at all what I sent to them.

Ordered 4 sets of window shutters 5/29/17 stated it would ship between 6/6 and 6/12 as of 6/21 It has not been shipped. Very disappointed need to receive this order before 6/22 unfortunately that will not happen this must be taken care of immediately a change in shipping process or a change of employees needs to be done, called customer service they weren't able to give me any information received an email stating that there in the process of finding out more information on my shipping and they would let me know as soon as they get the tracking information .

Don’t buy from the company www.architecturaldepot.com, because they have sent me defective item. It arrived already in damaged condition and nothing worked, but the company refused to change the item and told me that they haven’t had any return policy and they weren’t happy that I wanted to change the items. The email was more rude than simple. It was unpleasant and really terrible that the item was damaged.

I ordered 3 sets of shutters from this company on April 11, 2013. The status on their site said that the order would be shipped between the 12th a 14th of April. I called on the 17th of April after looking for my shutters all week. They told me they wouldn't be shipped until Friday, April 19th. Really? They took the money out of my checking acct on the 11th but cant ship my item for over a week. They should say may take a week for handling. Now I have to wait until Friday plus the shipping days. Thanks Architectural Depot for making my 1st purchase my ONLY purchase.