I ordered antique brass hardware on 6 October 2009 and received it very quickly, just a week later on 14 October. I will definitely order from this company again! Thank you!
Brandon Henderson

I ordered $149.01 of stone switch plates on July 7th, 2009. The only thing they've done is charge my credit card. I've sent two emails and placed three phone calls (always leaving messages since no one actually answers the phone). To date I have not received any response from these people. As of today, the phone number at their physical location is disconnected. The contact phone number listed on their website is no longer accepting messages as it is full. Obviously these people are either out of business or should be. I have notified my credit card company. I've probably lost my money, so order from these folks at your own risk.

Do not waste your time and energy ordering from this place. 7 weeks later and no wallplates and no answers to emails. These plates supposedly ship in three weeks. And they charge your credit card the second you place your order.

One star is WAY too high of a rating.

I placed an order for a doorbell on 7/29, for which I was charged $41. When I ordered it, the item was shown as being in stock, with a shipping time of 1-2 days. This same information appears on their website right now. I have yet to receive the doorbell, or any email notification with an update, despite the fact that I have both emailed them and left a voicemail.

Buyer beware. I am still waiting for the $134 worth of items I purchased 2 months ago and the company is not responding to my repeated inquiries. This is NO way to run a business. I am left with no apparent options other than legal options. I do NOT recommend this company.

They are rude and unprofessional and I'm still waiting for my order. I have had to threaten to have the credit card company reverse the charge to even get a reply. If I don't get my order this week I'll have the credit card reverse the charge. The 60 day period to challenge a charge is almost up.

Don't wast you time leaving a phone message, they never reply.


June 29, 2009 No credit on my card. When I posted it had been 6 weeks.

4cats,

This is not the place to make customer service requests. Since you posted anonymously, there is no way that we work to find a solution to your problem. I show no open customer service enquiries in our system that look like yours.

(update) We did find your order for custom made items that are made to order. As stated online they take 4 weeks to produce as they are made to order. Since it hasn't been 4 weeks yet, we do not consider them late. We have gone ahead and cancelled the order and made sure that you were credited. I do show that we have been in contact with you about this order on several occasions and explained, that as described online, the items are made to order. All four times you asked you were explained this. We never misled you but did refuse to give you an exact ship date because there was not one at the time. We didn't want to make something up but did say the day they were completed, we would ship them out and to expect it to be around the stated 4 week time period.

DHS


For tcushman,

I show that Visa decided in favor of us the merchant. The problem wasn't with the fact that the items didn't match. If that was the issue we would have issued credit. The problem and reason credit was denied was the fact that you installed every item you ordered (10+ item), (you even mentioned in an email that you knew credit wasn't possible) and then you sent back all of the switchplates thrown into a bag along with the screws. This caused all of the items to be scratched and not able to be resold. The items were originally sent to you individually sealed and protected.

A little respect for us and our product would have given you a satisfactory outcome.

DHS


For Pnews,

This customer was sent the exact items that they ordered. They claim that they had issues with a previous order but no record of an issue is on file, yet they ordered from us a second time. It could not have been too big of an issue.

Once an order has shipped, the order cannot be changed. That is a matter of logistics. UPS cannot change out the items in transit. We did apologize that the customer received items they did not want, but did explain that they received what they ordered. As a side note, there is not a Larry employed by us so details from the customer are a bit suspect.

DHS

shopper1234,
Again, anonymous postings offer no method to resolve the situation. All returns are processed and given credit. Returns are fact of retail and we would be foolish to think otherwise. If the return was sent ton an incorrect address, or was well beyond the return date then credit would not have been issued or may have been delayed.

All returns to our location are credited within 7-14 days of receipt as noted on our policies section. I do not show a chargeback around the time of this posting so I do not believe that Visa acted as suggested.

Again, without a way to know the actual order in question, we cannot offer a solution or an exact answer.

DHS

If you want to be disappointed, order decorativehardwarestore.com's "resin" switch plates. They appear NOTHING like what is pictured, and they are very hateful and insulting to try to deal with if you are unhappy. I know, I'm only one unhappy customer, (at least that we know about) but they have no customer relation skills whatsoever. Do your research before buying these switch plates. You may pay a little more by buying local, but believe me it will be well worth it.

I recently made a purchase with Decorative Hardware Store. I was unsure about the materials used for the switchplate covers I chose, as there are so many different styles available. Before ordering, I called DHS to get more information about the products. My questions were answered and the representative was careful to explain the details of each product. Because I took the time to ask, and DHS took the time to explain things, I ordered exactly what I wanted. I truly enjoy buying from a retailer that invests personal time in their company and their customers. I have read other reviews that suggest going to larger stores, but those reviewers are missing several crucial details. The representatives in the larger stores do not know their products as well as independent companies like Decorative Hardware Store, they are not typically willing/able to invest as much time in their customer's needs, and their product selection doesn't even come close to that of stores like DHS. Given the choice, I would choose Decorative Hardware Store every time because I know I can get my questions answered by someone who knows what they are talking about, has a vested interest in the order I place, and can actually tell me where the product I am ordering is being created.

Order from Decorative Hardware at your own risk ~ I have had two experiences with this company: the first and the last. The first time I ordered, I selected switch plate covers that were listed as brass. When they came, I realized the decorative filagree is metal but the backing is foil-covered cardstock. When I called about the problem, the representative explained they will only take them back by charging an outrageous restocking fee. The second time, I had to order to get additional matching covers to finish out the room. When I submitted the order, I realized that I had entered one item in incorrectly. I immediately called and got an answering machine. I left a message explaining the situation and asked for a return call. I immediately e-mailed the company explaining the situation. I did not get a reply from that either.
Two days later, I received e-mail confirmation that the order had shipped. I immediately called again. Larry called me back to tell me that they don't cancel or change an order for any reason once it is placed. When I asked why he did not respond to my request for a call or e-mail, he tried to tell me that they did not get my e-mail or phone message. Then, he sarcastically responded that I should be upset and complain that he shipped me what I ordered.
You can order from this idiot from "no-customer service land" or you can go to your local hardware store. I can assure you that even with the lack of service you get at the big-box store it will be better than this. Since I had this to happen, I checked prices at the local store. They are about the same, there's no shipping charges and no hassle to return or exchange (and no excess fees.)

In response to gotcha3 review, the order was cancelled because the card provided did not meet our security criteria. Simple as that.

Don't do business with this merchant if you can help it. I submitted a $211 order for Schaub cabinet/drawer pulls and knobs on 3/17/09. My credit card was charged immediately. The next day they cancelled my order without telling me....no refund was issued at that time. When I called a week later to inquire about the order, the customer service person lied to me saying there was some problem with the manufacturer. I've since called the manufacturer (on 4/21/09) and they told me that Decorative Hardware had cancelled the order the very day it had been placed with them (3/18/09). My guess is that Schaub's price for the hardware left him with little or no profit, so they just cnx'd the sale, leaving me holding the bag. I hope this makes sense as I'm writing this right now so angry I could spit. I'm now waiting for restitution. With all of the good people on the internet, I suppose you eventually have to meet up with some characters like this. You'd be well advised to think twice before doing business with this "person".

Decorative Hardware Store is very unique and offers an immense variety of products. From their artistic switch plate creations, to their beautifully crafted door and drawer hardware, this company offers more distinctive products in one place than I have ever seen. They have many talented artists working alongside them. I have personally ordered from this company and love their products. I purchased a switch plate to add a personal look to a bedroom. The switch plate was so unique that it inspired more decorating; now the room has character. My order was put through quickly, shipped on-time, and was everything I expected it to be and more. I love the quality and availability of the products. Their customer service is exceptional, and the owner is more than willing to assist in helping customers find what they are looking for. I have already started making choices for a second order, and I am now branching out from switch plates to drawer hardware. I have several products on my list as gifts for family. I would highly recommend this company for the myriad of high quality products they offer. A special thanks to the owner of Decorative Hardware Store and the eclectic mix of artists who work alongside this company.

The merchandise from this store is not the problem; rather, it is their horrible customer service. In attempting to return a small item, the customer service representative was argumentative and very unhelpful. Eventually, after returning the item, the store never gave me a credit and I had to have my credit card company re-credit the amount to my account. Just absolutely terrible customer service.