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Business Profile

Hardware Sales

San Diego Hardware Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/02/2025

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a cabinet hinge that I was told was a replacement for the one I needed, but after I contacted them about the fact that it didn't fit they told me I would have to change all the hinges on door to make it work, I wasn't told that when I ordered the hinge.

    Business Response

    Date: 03/24/2025

    Customer made 2 orders ******* for 2 mtg plates only; Dom refunded as a Green Return (merch. no shipping); same time Dom placed order H535810 for 1 hinge.

     

    Customer emailed through Gorgias; didnt want to install; said it wouldnt fit; Dom asked him to install; customer stated he couldnt and wanted full refund; Dom told him he could return it and pay for a return label. Customer stated he would take up with his bank / BBB.

     

     

    Bottom line, I will have our team give him the refund amount he desires.


     

    Bill 

    Customer Answer

    Date: 03/24/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ******* ********

     

  • Initial Complaint

    Date:12/11/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    - Hidden $50 breakbox fee added after online hinge purchase - Urgent need for hinges left no time to seek alternatives - Belief that full cost, including break box fee, should have been disclosed upfront or remedied with a future credit/discount - Expedited delivery option chosen on the website - Request for transparency in pricing - Mention of ************************* (customer service) commitment to discussing a discount in the future, followed by a lack of response, and lack of acknowledgement of problem - Order # ****** - Total price including shipping ****** + $50 fee added after the fact - Concerned that future credit/discount discussion then focused on potential of future purchases rather than resolving the past issue of the hidden fee, which may impact future business decisions.

    Business Response

    Date: 12/11/2023

     To Whom It May **************** letter serves as our formal response to the complaint filed with the Better Business Bureau regarding a customer's hinge order from ************************. We aim to provide clarity on the situation and the steps taken to address the customer's concerns.
    The customer placed an order for four hinges on our website. Upon processing the order, we discovered a shortage in our inventory, making immediate fulfillment from our stock impossible. In an effort to keep the customer informed and to provide timely solutions, our team contacted the customer directly to discuss the situation and potential delays.
    Given the urgency of the customer's need, we offered an alternative solution of direct shipment from the manufacturer. We informed the customer that the manufacturer's policy requires shipping in full cases of 48 hinges and that ordering less than a full case incurs a $50.00 broken case fee. This information was transparently communicated to the customer.
    The customer, understanding these terms, agreed to pay the additional broken case fee to expedite the order. We proceeded with this arrangement only after receiving the customer's explicit consent. It is important to note that the customer had the option to cancel the order for a full refund but chose to proceed with the understanding of the additional fee.
    We assure that the decision to charge the broken case fee was made with complete transparency and with the customer's consent. Our intention was to offer a practical solution while respecting the manufacturer's shipping policies.
    We take customer satisfaction seriously and are committed to resolving any issues promptly and fairly. We appreciate the opportunity to address this complaint and remain dedicated to providing quality service to all our customers. 

San Diego Hardware Company is BBB Accredited.

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