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Business Profile

Hardware Sales

Door Hardware Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

Customer Complaints Summary

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

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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 type

  • Initial Complaint

    Date:09/08/2022

    Type:Service or Repair 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.
    I ordered a 8' ******* cremone bolt, $938.14, which consists of 2 rods that join together, and when it arrived it was missing parts. I emailed and called the company July 28, 2022, and the customer service rep said that she would either send the parts, or send a new cremone bolt and that I could return this one. We are missing the following parts: (1) a bolt pin and *** 6 extension rod guides and links.The missing pieces are clearly specified on the installation instructions that came with the bolt.I waited for weeks, and no parts. I emailed again, no response. Still not sending the missing pieces or a replacement bolt We cannot install the cremone bolt without all the pieces.Thank you.

    Business Response

    Date: 09/21/2022

    *****,

       I hope you are doing well. I apologize about the issues with your order as it sounds like some correspondence had been missed on our end. I spoke with ******, and it sounds like you two have been in communication about shorted parts that are now on order with *******. Once tracking on those shorted parts is available, we will email those along to you. Again, I apologize for the issues with this order, but we are on it and will make sure everything is addressed. Thank you again for your business, we appreciate it!

    Customer Answer

    Date: 09/22/2022

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    Unfortunately, this response is not a resolution.  This business promised me that the missing parts, or a complete new door bolt (value $938) with all parts would be provided to me in July, 2022.  They have not kept any promises, and fail to respond for weeks or months after the initial promise.  This complaint is not satisfied until I actually receive the missing parts, or a completely new ******* cremone bolt with all parts.  Yes, they did promise me the parts in early September, again, however I have to date received nothing.  This complaint stands as nothing has currently changed with regard to our ability to actually install/use this ******* cremone bolt.  It cannot be used as is.

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *****

     

     

    Business Response

    Date: 09/22/2022

    *****,

     I hope you are doing well. My response on this portal was to offer an update to let you know we were working on a solution and apologize for the email ****** missed with regards to the issue with your order. I was not trying to state the issue as resolved. I apologize if my communication caused confusion. However, since my last correspondence with you via this portal tracking has become available for missing parts. *** tracking # 1Z8Y64F70369517421 is for those items and those are to be delivered today 9/22. Again, this is meant for updating purposes not saying all is resolved. Please do let us know either by your point of contact with our company ******************************* or this portal. Thank you!

Door Hardware Center is NOT a BBB Accredited Business.

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