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I spoke with the representative on the phone and ordered fencing. So far so good. It came on time and everything was fine.
However, what I didn't know is that the fencing I had ordered was available in a kit with everything included that made it significantly less expensive. I wasn't told this on the phone and found out later when I went back to the website.
So I called customer service to get a partial refund and was given the run around. I persisted and after a few more calls was finally given a partial refund. Then I found out that the price of the kit had dropped even further within the last 30 days so I assumed they would price match the new price. They refused to do this after giving me more of the run around. Fair enough.
The issue for me is not the company policy. It's the fact that I had my phone calls and emails ignored for weeks and then when I was able to finally speak with the decision maker I was treated with petulance and rudeness. All over an issue that could have been easily solved.
We made two large orders. The first order was double charged (over $2000). It took a few calls and working with the bank but the double charge was eventually reversed. Our order was delayed a couple of weeks by flooding in the area of the warehouse. We got some runaround from personnel in trying to locate our order. We ordered a second set of corner posts and brackets with our second order but couldn't get a straight answer as to whether or not they were available. They shipped the order without them, though we paid for them. The second shipment came while we were gone and corner posts were left off the order so we weren't home to check the inventory when it came in and only discovered the discrepancy after we built the fence to that point. They corrected the error. All in all, it took a lot of phone calls to get the orders straight. The instructional material leaves out how to handle hilly terrain. The product is good, though expensive.
I think Benner's has great products. I searched and searched for a certain size mesh fencing and only Benner's had the product. They also allowed me to order only the amount I actually needed. Great service and fast shipping.
This is an excellent company. I ordered a large amount of deer fencing from them, and the deer are definitely out of the yard. Benner's is a family-owned business, and they are very knowledgeable, courteous, and patient about questions. There's also an instructional video for folks (like us) who would not normally attempt this type of project. The fence is very subtle and easily installed/removed.