Complaints

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.

• Initial Complaint

  Date:05/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order ********** - Return of 2 Brushed Gold Cabinet Latches I placed an order in February for 5 latches for my new build. I ended up only needing 3. Ive called and emailed regarding my refund for the 2 latches I returned. I continue to receive the same generic response. I still have not received my refund for returning 2 out the 5 k**** The items were sent back to knobs4less per their instructions via **** on March 28th. Here we are May 3rd and I have nothing. No knobs, out return shipping money and out the original cost of the k**** Ive never dealt with a company like this. I just want my refund.

  Business Response

  Date: 05/05/2023

  Please be advised Top K**** has not received returned merchandise for this order, you may forward ** the return tracking number to further investigate on your return.  ******** receipt you have attached does not provide a tracking number, the reference number ********** also does not allow ** to retrieve a **** tracking number. Please check your records or local **** carrier for further details.  We truly apologize for the setback.  

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased cabinet k**** and handles from this company via their website. The products I purchased were from a manufacturer names Elements. I checked their return policy as I was ordering a large quantity of items. According to their policy, Elements did not charge a restocking fee so I placed the order for the full amount of items needed rather than just getting 1 or 2 to see if it was what I wanted. The items arrived and, unfortunately, did not match my cabinets. I put in for a return authorization. It took an email and 2 chat sessions to finally get my authorization. I was advised that return shipping would be on me. I was ok with that. No where in my email did it say anything about a restocking fee. When I received my credit, it was shy $44.50. When I chatted with the customer service representative, I was informed that there was a 25% restocking fee because the items were purchased from a different manufacturer. I find that to be very deceiving and should have been advised when placing my order, or at least, when returning. I would've been prepared. After chatting again to find out why, first I was informed it was in my email, which it was not. Then informed that they had been purchased from a different manufacturer without my knowledge so I had to pay the restocking fee. I believe the company should return my $44.50 due to the lack of correspondence.

  Business Response

  Date: 10/12/2022

  
  We really want to thank you for having taken the time to submit your comments. We do appreciate hearing from our customer, as their comments are vital for us to continue improving our services. Please note your order with our company is from Liberty Hardware and not Elements Hardware.  We understand that with an abundant of different vendors we carry it might have been puzzling for you and we would like to reassure you that you have purchased Liberty Hardware and they partake in a restocking fee which is clearly disclosed in our return policy. We would be more than happy to waive of the restocking fee on your return order.  We hope that you will give us another chance to serve you in the future. We would like to offer you free shipping on a subsequent order to compensate you and keep you as a future customer. We appreciate your business and are most willing to accommodate you in any way possible.

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  When can I expect the refund to be completed?

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 11/10/2022

  Thank you for your comments, we will be more than happy to waive of the restocking fee on your return order. Please allow 3-5 business days for the credit to be posted to your original form of payment. If you have any questions or concerns please feel free to contact our customer service department. 

  Customer Answer

  Date: 11/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Back in May I contacted k**** for less to inquire about a hinge I needed to order. At that time I received an email from k**** for the last with the link on the hinge they said would work. I recently opened the box of hinges only to discover it was the incorrect hinges. I reviewed my communications and could tell the air was on their end and ask for a return label so I can return the incorrect hinges. I was informed by one of the ladies that works there that they would not send a rerun label nor would they agree to take the opened hinge. Without opening the package theres no way to tell if its the correct hinge or not. I only opened one hinge. I am asking for assistance from the BBB as the company states online they will be responsible for incorrect shipment return costs. I would also like a full refund as the site also mentioned was the return policy. Ive tried calling and keep getting hung up on and the emails arent returned. Any help is appreciated. When I finally spoke with a representative she said they provided several links for the specific hinge and I reviewed my email from May and they send one link for the hinge they said was the correct one. She refuses to review the same email.

  Business Response

  Date: 08/05/2022

  Thank you for describing your dissatisfaction with our company we set a high standards for ourselves and are apologetic to hear this was not met with your interaction with our company and our policies.  Please recognize that returns are always welcomed by our company; as we have authorized a return for the hardware you received on July 2022.  As our return policy clearly states You have 30 days to return any item or items in their original unopened package from the date of receipt.  Our company offers free shipping which was applied to your order.  However, customers are responsible to ship merchandise back packaged in a similar fashion as when received to ensure damage does not occur, no credit will be issued unless products are received in good re-sellable condition. We would appreciate you avoid calling our establishment with the use of profanity and vulgar language towards our staff.  

  Customer Answer

  Date: 08/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I returned the hinges and they were received by the company on August 4,2022 and I still haven’t received a refund as promised nor have I received any communication from them. 
  
  This case is not resolved.
  Best, 
  **** ******* 
  

  
  

  
  
  
  
  
   
  

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I’m attaching photos of the tracking number. As you can see they continue to draw this out. It needs resolved today and the refund issued as we are well over the limit.

  
  
  
  
  
   
  

  Business Response

  Date: 09/02/2022

  Please rest assure credit has been issued to your original form of payment.