What clients say about Scherer Bros. Lumberyard, Sales & Design Center - Arden Hills in Arden Hills (MN)
We are satisfied with the appearance of the doors themselves; they are visually beautiful. Unfortunately, our overall experience has been extremely disappointing due to multiple service and product issues.
We provided the salesman with very specific measurements: a 35-inch opening with 1/2-inch drywall on each side (36 inches total). Despite this, a 37-inch door was ordered. As a result, my husband had to reframe a load-bearing wall, and the adjustment caused damage to our laminate flooring that now needs to be repaired. We were later told that the invoice had been signed off on, but the specifications were not clear to a homeowner unfamiliar with technical door terminology. We relied on the salesperson’s expertise when placing the order.
When my husband attempted to discuss the sizing issue, the conversation was unprofessional. The salesman repeatedly spoke over him, read technical specifications without explanation, and ended the call abruptly after my husband stated he did not understand the terminology. The call did not feel like a constructive attempt to resolve the issue.
We have since discovered that the double doors are significantly warped, which became apparent after installation and leveling. This affects their fit and function.
At the company’s request below, I attempted to contact the management team. I have left two separate voicemails over a 2-3 week period and have not received a response.
This situation has required significant additional labor and expense, and the lack of follow-up has been very frustrating. We are requesting contact from a member of the management team to address these concerns. **We do not wish to communicate further with the original salesman.**
Good quality product lines, but substandard communication and follow-up. Company proclaims "We Are Famous for Our Service!", but that is not necessarily for GOOD service apparently. After ordering a window with 7-10 week delivery, it arrived in 8 weeks. It arrived damaged. It subsequently took longer to get the replacement than the original window. (after being told that damage replacements are moved to the front of the line) It took dozens of emails / calls / stops at the office to get a response on status of the replacement. Seemingly the replacement order was not placed, or not received by the manufacturer. (Either should be caught by a company known for it's service, right?) After causing project delays that significantly increased my project costs, the SB response to 'make this right' ; "maybe we can do something on the next order". Next order? At this rate I don't know if I can afford to use them on a future order.
I take no joy in this as someone who has been going to Scherer Bros since the 90’s…as a laborer, carpenter, GC, PM, and now a small job handyman. The Arden Hills location has a decent showroom for things like decking and railing systems so I send clients there to see the products they’re interested in. I preface every one of these visits with “prepare yourself to be ignored and spoken down to.” Like clockwork, they all come back with a product selection and a tale of maltreatment. Scherer Bros is the gate keeper to many products that big-box stores don’t offer. So be it. What has become too much is the wild disregard for people’s time and money. They simply don’t care about either. Nor will they after this, my first ever review of a business. I will spend the rest of my working days insuring my trade partners, customers, neighbors, friends, and strangers avoid doing business with this outfit at all costs. If you value your money shop at Siwek or Shaw. Both are local and offer the same products without the blatant disrespect.
We worked with their design center and sales and it was an incredible experience from beginning to end. What impressed me the most was their attention to detail and how responsive they were to our emails and questions. Our project was probably way smaller than what they are accustomed to dealing with nevertheless, they provided great customer experience for a great value.
Great products, great service, they are open to the public and do sell to the public with a caviot.
Don't go in here expecting the same type of service as a big box store, they cater more towards contractors and DIY'ers that already know what they want and need. They will answer questions but their not their to hold your hand unless you get an appointment setup with a designer. The people you see when you walk in aren't the people you want to deal with if you have no idea what you want, talk with then about setting up a consultation with someone who works in the offices above them. Their a great company but their geared towards wholesale.
Like 95% of the bad reviews here are from people with no general contracting/ builder/ mechanical aptitude, complaining that Scherer Bros wasn't groveling at their feet when they walked in the door.
The guys at the front desk are sales reps, their job is to place your orders, not sell you on products. They can help but their expertise is in the products, not the design of your new windows, deck, remodel, addition.
You just don't ignore a customer's calls after they ordered and received over $6000 in material. Then talk down to that person "Now you listen here...." Are you kidding? After replying to that comment on the phone, I was hung up on. Like I need to listen to you berate me about why someone couldn't return phone calls or emails, and why you guys keep transferring me to voicemail when we need 2 more pieces of material? Somehow that's my fault that you act like a 14 year old entitled brat? Must've got that job through nepotism. If you weren't family, I doubt they'd let you talk like that.
I would advise anyone interested in service to not make purchases from any location. They have some products that are better or more interesting than what you can get at a big box but it costs a lot more and you'll be supporting a business that doesn't seem to care about it's customers. If you are unfortunate enough to have a problem and try to escalate it it with their staff in an effort to find a resolution no one will call you back. I have left managers general voicemails on multiple occasions over a period of time and never had my calls returned. Additionally in desperation I attempted to reach out to their CFO via LinkedIn and received no response. Spend your money with someone who will treat you right. Go elsewhere.
If I could give negative star rating I would. Not one person acknowledged me the entire time I was in the showroom. When I approached the desk to ask a question, the young man seemed put out out that I was interrupting his texting. He seemed unwilling to get out of his chair. I guess they don’t need my business.
We are rebuilding our deck and went to Sherer Bros in Arden Hills to order composite decking, thinking we would get good customer service, a bigger selection, and quality products. We walked in and weren't acknowledged at all. We went to the decking area and my husband spoke to someone at the desk stating what we were looking for and was told someone would be with us soon. We waited for a half an hour and not one person spoke to us the entire time, even though several employees waited past us a few times. We took our money to another store to purchase what we needed. I understand people are busy right now with so much building going on but the very least they could've done was acknowledge us when we walked in and let us know how long they would be. We could've made an appointment and gone back at another time but they lost our business because of their poor customer service.
We ordered a new front door and had delivered in early May. Our contractor pointed out a ton of dings and scratches in it and that there was no touch up paint or pads for insulation. We called had the manufacturer and rep from Scherer brother come out. Rep said nothing was wrong and we should be happy with what we got but would send us the paint and pads. After almost 4 months of multiple phone calls and emails, we finally have touch up paint but no pads. My recommendation, go to HomeDepot buy a door and paint it yourself. Cost is a fraction and your quality will be the same.
I’ve been trying to find a door at the “big box stores” and was not satisfied with my options and selection available. Called Wes after a friend suggested I do so. Wes was able to find what I wanted at a fair price, it arrived for me to pick up the next day. When I arrived, the pick process could not have gone smoother. Very pleased and the door is great.
Our contractor sent us there to check out the Marvin Integrity windows. Leah was very helpful and took the time to answer all of our questions. They have a nice showroom so we could get a better feel for what the windows would look like in our home. I would highly recommend checking them out!
Chuck is the biggest idiot. As a builder, don't ever choose this lumber company .You will never get what you need and Chuck will have a very insufficient excuse as to why you don't have it .10 times out of 10 he will mess up your order .been dealing with him for 4 years now
For a non contractor picking up materials from Scherer Bro. Is very frustrating. Very slow process and they never tell you what's going on. I stay away and use them only when absolutely necessary.
Terrible place to deliver to. Drivers be prepared for a long wait. These people think you have all day just for them. Also watch out for there trucks, they'll cut you off any chance they get.
1352 Ben Franklin St, Arden Hills, MNRecycling center
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