Vintage Doors

Dear Antionio:

All of our hand-crafted doors are absolutely 100% REAL “Solid Wood." We do not use any veneers, engineered stile/rails, interior (alternative) wood cores or finger joints in our hand-crafted manufacturing process.

Many (most) other door companies in the marketplace claim they sell "solid wood" products, when in fact they do not (they use engineered lumber or cores, and yet still reiterate terms such as "solid wood"). It makes is VERY difficult and confusing for clients to understand what they are actually getting when they come to our company (we offer real solid wood doors). This is where false advertising actually comes into play - by the general door market using terms such as "Solid Wood" when in reality clients have to dig deep to know if their door is 100% mahogany---or not---from competitors.

When ordering a 2 1/4" thick door (or any thickness beyond 1 3/4"), our premium grade lumber is built up (glued up 1x) to achieve a full 2 1/4" (or greater) thickness. This is quite normal on thicker products that are hand-made.

We do not falsely advertise as a company - and we do not mislead any of our valued clients. Ever.

This information was provided to you many months ago - and it seems that by going online today you wish to only hurt a longstanding reputation for quality and honesty, based on a misunderstanding of how real wood products are crafted.

Mrs. Lee ordered a custom exterior Douglas Fir Entry door for her home. A beautiful design!

She very specifically requested recessed flat panels, which we do not recommend on exterior 1 3/4" thick doors (as the panels are indeed thinner). To further explain, a flat recessed panel option offers a certain aesthetic that some clients prefer for certain style homes - such as craftsmen style homes. Exterior doors with this type of panel preference should be 2 1/4" thick, to allow for a thicker panel (however, the cost is at a higher premium).

With our hand-crafted products, the lead times vary between 6-8 weeks. We were on schedule with Mrs. Lee's order, but due to the fact that she was not always at this specific home, we held the shipment until a time that was convenient for receipt (when someone could be there to accept and inspect the delivery).

We go through great lengths to ensure customer satisfaction, especially when it comes time to ship and deliver the finished order. These are natural wooden products, and their timely sealing/finishing is VERY important. We send along care instructions with our products, which includes finishing instructions and finish product recommendations. We speak over the phone with each client to set-up deliveries, and explain clearly that doors must be finished between a 1-2 week period of receipt to ensure the wood does not expand and contract.

Unfortunately Mrs. Lee did not follow these instructions, and unfortunately her panel did crack. We are sorry this happened of course, and can only help fix the problem at that point.

Despite her very discourteous demeanor, we warrantied the product at no cost - by immediately sending a new panel and moldings for replacement and install. We explained how the replacement would easily be handled and recommended that her contractor call in to speak with us with any questions. Her contractor, we must say, was very cordial and understood the nature of the situation (as a result of not finishing the door soon enough).

In closing, the last thing our company wants is an unsatisfied customer. We strive to be understanding, courteous and answer any client inquiries (or concerns) in a quick and comprehensive manner.

We do enjoy working with clients who hold the same standard of respect towards our staff as well, which is why the owner here at Vintage Doors had to speak with Mrs. Lee. Despite our efforts, we are deeply disappointed Mrs. Lee would continue to choose to go online to speak poorly of our company.

We know she will enjoy her door for years to come.

Dear Denise,

Thank you for your review; we are sorry to learn of these items via Houzz and not through a phone call or email to our customer service team. We do take our client's happiness very seriously.

To be clear—Your handle set and any other hardware used to install your new screen door was not purchased through our company (we do have hardware available). We’re sorry if you’re having any issue with hardware purchased elsewhere; however we simply cannot be held responsible for any issues you might be experiencing, as we have many product recommendations and hardware available on our site to fully ensure a smooth installation in accordance with all of the door options chosen (such as door stops). For instance, if you purchased a “surface mounted” style handle-set elsewhere, you may experience an issue installing that specific type if you're also installing door stops and seals—but it is still install-able.

Second—In reference to your note about a “Beveled edge” we believe you’re referencing the decorative round over applied to our doors around the screen areas. The round over is created to soften each opening, up to 1” from each corner – this creates a finished, distinguished, and charming look, and is a characteristic of our handmade products. This is one way in which screen doors were hand-crafted in the olden days, and we try to be true to our name “Vintage Doors.”

We are deeply sorry that you are “disappointed” with the finished product and feel you received a “blah” door. Of course we strive for satisfaction, which is why we encourage each and every client to ask questions and feel comfortable placing their order. With a little more communication, these small items could have easily been clarified and prevented.

Many Thanks,

The Vintage Doors Team

Ashley Swanson
Customer Service Representative
VINTAGE DOORS
66 South Main Street | Hammond, NY 13646
Phone: (800) 787-2001 Ext. 22
Email: cs@vintagedoors.com
www.VintageDoors.com