Dixieline Lumber & Home Centers

Purchased 6 doors from this company at a cost of several thousand dollars. The knob holes were drilled too low because the person who took my order failed to ask me where I wanted them drilled. Worse yet, the doors and frames were prepped in a manner that my hardware would not fit.
In both circumstances the person who took the order failed to discuss with me the possible incompatibilities and different ways the doors could be prepared. He simply didn’t even bring it up. Unfortunately this meant it all was done wrong. My $ 1200 worth of hardware does not fit on my doors and my knob holes were drilled so low that they align with my mid-​lower thigh. There is a standard height at which they drill the knob holes but it didn’t work because I had custom 93″ doors. So now I have to bend down just to reach them and bend further to turn them.
Simple issue of lack of communication, but the poor attitude and refusal to accept responsibility for it is what is upsetting me right now. I don’t make doors. I can’t be expected to know that there may be incompatibilities. Nor that I should specify certain things or risk a bad fit. But they don’t seem to care.
They told me it’s not their fault I didn’t know, «because I didn’t ask».

I can’t understand the low rating, but I’ve been coming here for years. Knowledgeable and helpful staff. Their prices are higher than Home Depot (about as high as ACE Hardware), but the staff is definitely better than Home Depot. So if you’ve got tricky plumbing questions or lumber questions — this is the place to come!

These guys screwed up a window replacement job like true professionals. They managed to botch every aspect of the job from order to completion. Oh, and the completion of the job that I paid for didn’t come until 8 MONTHS LATER! I have literally called the manger of this location more than 50 times to address various aspects of the job that were screwed up. He failed to honor the contract, screwed up the order of the windows, the re-​order, the sashes, the locks, the screens and every other aspect.
Five months into the job that should have been done in one week, I hit my limit and I told the manager of the location, Bernie, to come take the windows back and give me a refund. He BEGGED me to let them finish the job and he offered a FULL refund. Now, eight months later the job is finally complete and when I ask when the refund will be sent, he starts dancing and stops returning phone calls. Now he only wants to refund part of the money after promising a full refund.
I’m done with these guys forever. Fortunately I used my American Express when I bought the windows so I did a charge back.
Now I’m just trying to decide if I want to take them to small claims court for damages beyond the botched window job for the 100+ hours I have spent chasing these guys to try to get them to do the job right. These guys are a joke. I trusted them to get a simple order done right and it cost me BIG TIME.
Save yourself a lot of time and stress and go to Lowes.

Bought a door, so i could have a doggie door installed in it. My landlord, would not let me cut into his! Go figure…
The door came in, in a timely manner. Patti Buess in «doors and windows dept.» was extremely helpful in emailing me specs on the door, and milling options for matching old door to new. I dropped off old door, and in one day, Raul in their onsite mill had it turned around; with exact cuts and knob holes. The doggie door was a perfect fit! I was «out the door» for under $ 300 with a nice hard woord door w/​window; and very little inconvenience. Thanks again, Patti and her crew!

TERRIBLE CUSTOMER SERVICE !!! RUDE STAFF !!!
I asked this old hag that smelled like 20 ashtrays where I could find an item and she just looked at me like I just smoked her last cigarette. Pissed off.
I will never go here again. Dixieline needs to reassess their staff. If you have staff that piss off customers and don’t want to be there, then guess what? Your customers will gladly spend their money elsewhere. Oh and btw — I bought what I needed at Home Depot today.
I hope Home Depot crushes your ass !

Unfortunately it is a sad thing to see Dixieline lose a lot of customers.
Reasons:
Staff inadequate for business coming in.
Inventory spotty and selection limited.
Tools limited and at times very inadequate for the job required.
This comes down to management.
Management is hogtied because Dixieline is now owned by an insurance company.
It was a family run business decades ago run by the Cowling Family.
Corporate alway ruins everything, look at McDonalds.
On a positve note. I shop there regularly as a contractor and I am treated very well because I spend lots of money there on lumber and other items. The staff is very receptive and I my time there is far from negative. On the other hand if you are just a consumer trying to get things done for your home, a little patience goes a long way with the store in general and the staff.
Truly it is a contractor store. That is what has kept them in business.

Absolutely terrible experience! it was a Sunday afternoon when we dropped by In search for garage storage cabinets. There were three people on the floor who could care less if you were there. The cashier looked like she would rather be outside smoking another cigarette even if she looked like she had enough, barking directions on where we can find things but when we got there, it wasn’t even there. Another guy told me 3x that he worked there for 35 yrs but yet didn’t make sense in his explanation… And this is just a start. Now I know why there are hardly any cars on their lot. Not sure how they stay open. I couldn’t stand it, I ran out of there and went straight to Home Depot. I paid $ 60 more for each item but it was still worth it and happy I didn’t have to deal with those people. Never again.

Sadly, I have to agree with the comments regarding negativity and lack of customer service.

My husband and I went to Dixieline to order new sliding glass doors and windows for our condo. Our HOA has a million requirements and paperwork needed before anything can be done. Steve, in the door/​window department, was so patient and helpful. He was available via email through every step. He worked very hard so we could have all the necessary (but ridiculously redundant) paperwork to prove what we were ordering was what the HOA demanded. If you need doors or windows, and have HOA requirements – have Steve help you.
We have not received our doors/​windows yet, so that’s why it’s not five stars – yet.
We’ve also been happy with the contractor assigned to our job – we met him when he came to measure our current doors and windows. I’m expecting the delivery and installation will go just fine.

I purchased 3 top of the line Anderson French Doors from Dixieline several years ago. They were installed by an independent contractor and have performing well. One of the locks broke recently and I called Matt, who works in the Doors Dep’t on a Saturday. He took down my information and assured me that someone would contact me on Monday. Monday came and went, as did Tuesday and Wednesday. I called again on Thursday and an indifferent Matt found my service request and said someone would call me back shortly. When I pointed out that this request began last Saturday, Matt had very little to say, but he assured me things would get moving. No callback Thursday. No callback Friday. Today is Saturday again, and I have not heard from Matt, or anyone else at Dixieline. I paid about ten thousand dollars for these doors and expect more when I need help with service. Lame.

I am bummed. I always went to Dixieline on Convey as I would prefer to give my hard earned money to locals vs the big stores. Went today on Saturday for a couple of items as well as some lumber. There was 5 people waiting for only one sales person (Several other walked in the sales area, took a look and walked away. After 20 min I gave up on my lumber so went to pay for the hardware. I asked the woman why there was no additional help at the counter… she said in a snippy manner «You know there is a ression and you will just have to suck it up!» Can you believe that! She had rang up the purchase and I said — never mind… you just lost a customer and left the purchase there. I don’t think Dixieline can afford to stay in business with people like this. Sad… Unfortunately — on to the local Home Depot… ugh. Dixieline management… you better pay attention…

We used the Dixieline in Kearny Mesa to purchase a front door and side lights for our home (because they had a door gallery). We were required to pay for 100% of the purchase, up front. The gal that helped us (Patti) was nice and was good with the ordering process (but seemed a bit harried). When I called today to check the order status (it’s been three weeks), Patti wasn’t there and a VERY grumpy guy, in the door area, answered the phone and sounded really annoyed. He huffed and said «I guess I’ll go check,» came back to the phone and was even more rude. I finally said, «you seem irritated, I’m only trying to find out the status of my order.» He said, «I’ve got three people standing here» (not my problem, right?). He then barked «July 19^th.» I said thank you and only heard him hanging up. With the economy the way it is, a lot of businesses have improved their customer service, realizing that sometimes the only way to differentiate your wares from another is the service that you provide. This is not the case with Dixieline (at least this location). I will avoid going there for anything else in the future. If you can go elsewhere, I’d recommend it.

If we could go anywhere else we would but they were the ones who carried what we wanted. Walking in you feel it… Negativity. No one looks happy and they actually tried blaming us for damaged items until they found all there stock was also damaged. It got worse from there.
They do however carrie items we have not found anywhere else, like our garage cabinets. So, we will be back — most likely.

Yay, they actually had a weber chimney starter (for charcoal BBQ). I can’t believe how hard it was to find one of these, and I’m really hoping it’ll last longer than the generic brand we’d been using that literally fell apart after only two years. It already lights up much faster than the old one ever did, and the weber only cost a couple bucks more!
Please please please fix the cash register though – it was going SLOW when we were there, though luckily we were only behind one person.