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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!!
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September 2022 by Janet Sandor
This was my first visit to Brunsell and I was looking forward to it. All of the exact measurements were written on a piece of paper so that it would be right. The sales guy I ended up with was impatient and snappy. He wrote the order up incorrectly overcharging me $68. He didn't seem to care if it was right or not. I'm in my 60s and that seemed to be the issue because right after me was a younger woman. He was soooo friendly to her. Look in the mirror old guy and treat all customers with respect.The man in the shop was pleasant and helpful. He filled my order based on my written info. He is why this isn't 1 star
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September 2022 by Patrick Schommer
Brunsell should be your go-to for custom woodwork. Big or small, they have the materials, machinery, and knowledgeable staff to cut, trim, and shape whatever you need. The big box stores are fine for what they offer, but there is no comparison when it comes to custom work. I’m a happy repeat customer.
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July 2022 by Jesse Pfammatter
I’ve been doing business with Brunsell for several years. They aren’t the cheapest but have always had decent service. Recently I ordered 60 sheets of 7/16 OSB from them and was astonished to find that I had paid 38 dollars per sheet when the going rate is 20 at the home stores. Now I don’t expect them to match the price of the home store but charging double is a bit absurd. Unfortunately, I had already used most of them when I realized how much I had paid and I put a call in to see about the price. I was referred to the CFO and left a message. He had someone else to call me back and tell me they couldn’t do anything about the price. Shame on me for not asking the price before I bought but they had always been competitive on other products I’ve purchased. Shame on me for trusting that they would charge a reasonable amount for sheet goods. I don’t mind paying a premium to support a small lumberyard but these prices are robbery and the customer service on this one was poor. Unfortunately, I won’t be supporting Brunsell anymore.
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March 2022 by Deb M.
They should not even get 1 star. Some of customer service people behind the counter really need customer service training. We ordered 2 hollow slab door with bore and motice done. We ordered them on February 8, 2022 and they said the doors would be ready the next Wednesday. As of today March 5 we still don't have our doors. I made several calls and they kept saying next week but still don't have them. I called last Thursday to see if the doors were ready yet, they said they were and we could pick them up at 10:00. We took time off work and drove 60 miles to get them to finish our remodel and sure enough they were not ready. The yard crew did their best to find them, after searching several buildings it was determined that we would not be taking doors home that day. They were very apologetic. We went back to customer service and explained what was happening and the Doors were not ready. He just looked at us and shrugged his shoulders not saying a word. We asked for them to be delivered now that we waisted time and money trying to pick them up ourselves. I felt because we did not order $50,000 worth of cabinets or the like that our order of two doors was only worth a shrug.
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March 2022 by Adam W
Absolutely exceptional customer service from Kari there. She went above and beyond to help me out. Thank you very much.
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August 2021 by Justin F Kruger
Professional Assistance, flexible and knowledgeable. I've bought lumber, and had custom millwork done and they've always been top notch.
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June 2021 by Mandy Handeland
I had a great experience working with Brunsell Lumber & Millwork in Spring 2021 on a kitchen renovation. I worked with Crystal through the process from start to finish. Crystal provided knowledgeable insight on decisions we were considering and was an integral part in helping to create usable and gorgeous custom cabinetry. She responded quickly to emails and phone calls and resolved problems in a timely manner. I also appreciated the quality of products we had available to choose from. We purchased cabinets, countertops, and a sink from Brunsell. Photos of before and after.
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May 2021 by Jerome Simmons
We visited the Brunsell showroom in summer of 2020 to explore replacing our kitchen countertop and adding a cabinet on the floor, with the new countertop to cover both the existing and new cabinets, increasing our counter space. We chose to go with them because of their apparent reputation for custom cabinetry, but it took three attempts for them to get the cabinet built right, customer service was atrocious, and it turned out to take over six months to complete this rather simple project.In summary, we put down the deposit on 9/10/20, being told the estimated lead time was about six weeks for the cabinet, with countertop to be done afterwards. In fact, the cabinet was not delivered until 1/11/21, and even after that long delay it did not fit the space due to incorrect measurements. (We were told that the delay was due to staff being off for COVID quarantine, but despite this, the subcontractor who came to install it refused to wear a mask.). The second version of the cabinet arrived on 2/2/21, but was obviously a quick fix and did not match our existing cabinets or other specifications we had agreed on. The final version arrived on 3/5/21, installed on 3/8/21. Color was not quite what we expected and there were obvious dents on the underside of one shelf (clearly hit hard with a hammer several times), but we accepted this since it was not visible in use and we did not want to delay this process even further. There were multiple other issues along the way, but these were the main problems with the cabinet.The countertop subcontractor then came for measurements on 3/11/21, with installation on 3/26/21. Installation was complicated by a bulge in the drywall in the wall. The Brunsell “Kitchen/Bath Designer” with whom we worked throughout this process had initially advised us that the countertop fabrication would take into account anything of this nature, but this was clearly not the case. As a result, there were some significant gaps and defects in caulking between the wall and countertop backsplash, in addition to needing to cut out part of the drywall.Throughout this six month process, the Brunsell staff person with whom we worked made very little effort to keep in touch. Even when she told us she would check on things and get back to us, she usually failed to do so. Almost every single contact was initiated by us. Throughout this we never received an apology, and certainly there was no adjustment of the bill as many companies would have done. The Designer did say at one point that that she was mad at herself for measuring incorrectly for the cabinet, and at another point said it had been a “real learning experience” for her, but she said little or nothing about the aggravation we had been through.Based on the poor service, we cannot possibly recommend Brunsell.
