Akridge Orthodontics

On 11/05/15, this customer ordered an exterior mail slot over the web from our website Upon arrival, the customer realized that she needed something with both an exterior and interior slot She called Signature Hardware on 11/12/to initiate a return and place a new order, which we
happily helped her with The second order was delivered on 11/17/The first record we have of a follow up conversation was on 01/27/16, more than two months after the mail slot was delivered Our return policy states that all returns have to happen within days of shipment http://www.signaturehardware.com/services/warranties-repairs If something is damaged/missing, we ask that these things are reported within days of receipt of the item http://www.signaturehardware.com/services/shipping-policies While Signature Hardware wants to make customers happy, there has to be a limit of how long a customer expects the company to send out missing partsWhen it's been over two months, we are willing to help the customer by offering to sell her the missing parts at a substantial discount from retailWe end up not making any money on the transaction, and the customer is able to get the missing parts without having to buy a new unit This is the best solution Signature Hardware can offer

We do not allow returns on items that have been installedMeaning that we will not return the item to stock and sell it as newAll returns are inspected before being returned to stockWe had the faucet in question returned for inspection and found the issue to be an installation error, not a defectWe offered to correctly install the threaded hookup before returning the faucet, but the customer chose to have it returned as isA refund was not offered as there is not an issue with the faucet

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This business sold us a defective product, and were willing to issue a refund for the faucet instead of sending it back to us, so, this in fact another lieWe chose to have returned to our possession so we could moving forward with our lawyerThis proves that they do offer returns, and they do accept products with defects that have been used. I want to be reimbursed for the damage to my vanity. Regards,
*** ***

We do not allow returns on items that have been installedWe state this in our return policy which is posted onlineIt can be found here: http://www.signaturehardware.com/services/returns We inspect each item that is returned before returning it to stock to ensure that it is in sellable condition

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Whoever handles Signature Hardware's Revdex.com complaints is now essentially calling me a liar by referencing the "correct" shipping weight on my order (how do we know their shipping department does not just have a standard, pre-measured weight applied to a package for each item?)Their message was, again, extremely defensive and not at all accepting of any fault whatsoeverThis is just exemplary of Signature Hardware's abysmal customer serviceWhoever is handling it, should be reassigned or retrained to actually treat customers as any business should - dependent 100% on the satisfaction of their customers' shopping experience.As it stands I have taken up a dispute with my credit card company since Signature Hardware's response has been so obstinate.
Regards,
*** ***

I believe there is a misunderstanding about the faucet being brass and the finish being made of brassThe finish is not made of brass, the faucet itself is made of brassWe offer this faucet in many finishes, black, brushed nickel, chrome, oil rubbed bronze and polished brassThese are finishes that are applied over the brass faucet.As mentioned in our previous response, we are awaiting documentation from the manufacturer that will show that the faucet is made of brassWe will provide this to the customer once we have obtained it

Thank you for providing the email where the refund was offeredI was not able to locate this before sending my last response. It's not uncommon for us to refund for an item if the customer is not satisfied. If a refund had been issued we would not return the faucet to stock because it has been installedWe do not sell items that have been installed. I am working to locate the tracking information for the faucet that is being returned to the customerWe will send that to the customer in a separate email once it is located

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I haven't received the faucet I also didn't create this complaint with Revdex.com to discuss the whereabouts of this faucetI created this complaint to find a resolution for our vanity that was destroyed because of the faucet your company sent us. Again, until you have a resolution for this claim, I will continue to reject
Regards,
*** ***

***I am sorry I didn't respond immediately to your email - I was out of the office on vacation We are working with this customer to have the issue resolved A repaired faucet was sent out on 03/ He has this installed We have agreed that if the faucet has any issues
during the test period that we will send out a replacement faucet Please let me know if you have any other questions about this matter Kind regards,*** ***Customer Service Manager, Signature Hardware

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hello All This is not an accurate accounting of how the transaction went First off we did not order on line as we needed to know if we could order a tub with the drain on the short end of the tub, not in the center, hence our call in *** informed us that yes we could order it as such but that we also needed to have an overflow I did not want an overflow, but he said it was required I asked why you have an option for without, if it is required He informed us there are discrepancies on the website In reference to the response-*** is who set up for the sell of the tub, not *** Ms*** has this information wrong and misstated the information We did not order it on line so their response references to such are a moot point We called in because of this It would seem the person responding is not knowledgeable in this situation as would make sense since she was never involved If the drains cannot be moved than *** should not have sold us one with the drain moved I am assuming he did so because he gets paid on commission, and thus told us what we wanted to hear.After *** confirmed we could get the bathtub as we desired, we had our contractors move the plumbing opening in the ground to accommodate the new tub *** told us that shipping was two to five days but since we were in California it would probably take the whole five days He knew we were on a time crunch with the contractors When five days had come and gone we started looking for our tub We received an email in regard to the shipping progress from the trucking company We followed up on that and found the company they shipped it through didn't deliver to our area so they subcontracted out the delivery to another company When we called them and asked when it would be delivered they told us they only came to our area on Thursdays and they thought they were entirely full for that coming Thursday, so it would be the following Thursday which would have been three weeks from our order We requested to come pick it up, they said that was fine they had that done all the time They instructed me to come to the front office, get my lading paperwork, and then I would drive around back to the loading bay and they would load There was a line of customers doing this at the bay.They hit and dented my truck while loading it, and like the company they were delivering for, had the cavalier attitude to tell me it was a small dent.When I found out I could go pick the tub up myself I called and spoke to a ***, she told me they had to approve the customer pickup through the trucking company, I said I already had their approval to pick up, she told me she would call them and get clearance and call me back She called me back and said it was set up for me to pick up and that they were open until seven She said that was their procedure for when clients picked up their own stuff, even though I said I had already confirmed it with them and that they were not open until seven, that she had incorrect info At that time I asked for a credit as I was taking half a day off work and driving more than an hour from my home to pick up a tub that said it had free shipping and a delivery window, that obviously wasn't being met She said she would need to talk to her supervisor and get back to me, she called me back and told me they would credit me $ Considering the tub was over $3000, and pounds, I thought this was miniscule but since I was in a meeting, I could not discuss with her any longer and Thanked her and got off the phone Ms*** refers to them offering me a $refund, they absolutely did not This alone refers the their lack of ethics or truthfulness, I had to request it.Upon getting it home and having the contractors unload it and open it up, we discovered it was not how we had ordered it (Ms *** refers to the tub [we] received [as] what is on the order, but since we were ordering on the phone I would not know what *** typed in on our order Ms*** makes this out to sound as like we got what we ordered, which is slightly conniving and very misleading as we didn't see the order paperwork until the tub was delivered) I immediately called Signature Hardware and explained the situation to a nice lady who had *** call me back This was the first conversation I had with ***, this was on Tuesday He informed me that he did not believe the drain could be moved but he was going to call his suppliers and find out He had me send over the change orders from my contractors and pics of the moved drain and re-pouring of the cement We emailed multipletimes on this He said he had to approve it through his management but that he did not see a problem with the issuing me a refund or a store credit for my additional costs He said he would get back to me by Friday His conversation with me was at about pm PDT on Thursday evening He did not call me back, I called him multiple times Friday and Monday and even let a message for Bill, who I was told was ***'s supervisor who also didn't call me back, at all, ever Meanwhile my contractors were waiting for me to figure out where the tub was going, I could not keep them waiting any longer I told them to move the drain back, with the belief that what *** told would be taken care, would actually be taken care of.After the drain was already moved *** said he got a hold of the suppliers and he thought there might actually be a way to move the drains on the tub The time was going to be three weeks to get it done and receive it I could not wait three weeks, the plumbing had already been moved back and given their ability to make their own time frames I did not trust that I would get it in three weeks Why would they have had me send the invoices and pictures if they were of no interest to them? They had me send them because of what *** was telling me he could have done When I finally spoke to him again, he said his company would not make good on what he said, that the drain could be moved and that they would prefer to send me a new tub (The tub Ms*** now again says can't me made) I told him he was dishonest and unethical and that I would file with the Revdex.com, his response was "makes sense"We then got off the phone.As for what he said/she said, it is very simple my assistant types up all of my conversation off of my call logs for my clients files They can re-listen to any conversation I had with any of their employees and see what was actually said They can attempt to hide behind their lies but the truth of the matter is they sold me one thing, shipped me another, lied to me to placate me, then failed to follow through on their promises.MS***'s email contradicts the previous response here on Revdex.com, as well as the emails between ***g and I, not to mention the conversations Just a big bunch of unethical, misinformed, misleading liars at the company Shame on all of them!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.They are simply stating lies.  That is not the time frame of what happened, I was specifically told something and they re-nigged on the option they gave me.  After I followed through on that they are now backing out.  They did a bait and switch.  They told me they were selling me one thing and delivered me something else.  They gave me the option of keeping it and they would refund or credit me.  Once I did, they did not follow through.  All the statements in the world don't change the fact that they are obvious a dishonest company that cares moot about their customers, after they take the money from the.
Regards,
[redacted]

We have stated our case several times and can't elaborate on it any more than we already have.  The customer calling Signature Hardware "dishonest" and "liars" doesn't make it true.  We have a long history with many, many satisfied customers - and don't have any history of doing what the customer has claimed in her accusations.  You will see feedback in several places, including yelp and facebook, that do not match this customer's claims.   We consider this matter closed.

I have looked into this, and it appears that the other faucets the customer mentions aren't the same brand of faucet. One of our Licensed Plumbers reached out to him and walked him through the installation. From what our Plumber tells me, there is nothing wrong with the product.  Of course, if...

the customer still doesn't feel this issue is resolved, please let us know and we'll be happy to follow up again.

We provided the FedEx tracking number on 2/15/17 via email to the customer. Tracking shows the faucet was delivered to the address that was provided on the order on 2/4/17. See below. Hello [redacted],I was informed there was a question about the carrier tracking information for the faucet we returned to you.  The FedEx tracking information shows this was delivered to your address on 2/4/17.  The tracking number is [redacted] and I have a link to the FedEx tracking site below:[redacted]If we can be of any further assistance, please feel free to call us at 866-[redacted] or reply to this email.Kind Regards, [redacted] Thu 2/02/2017Erlanger, KY USActual delivery:Sat 2/04/2017 10:23 amMorris, CT US

Revdex.com:
Though I think Signature Hardware should investigate the composition of their faucets with a third party they have refunded me in full for the faucet I ordered from them.  This resolution is satisfactory to me and complaint ID [redacted] can be closed.
Regards,
[redacted]

The customer submitted photos of the installation of their faucet. We suspected it could be an installation issue so we had the faucet returned for inspection to confirm. Our plumber tested the faucet and confirmed that the leak happened at a connection that was made by the installer. The connection...

had Teflon tape applied which doesn't happen at the factory. The Teflon tape wasn't applied in a way that created a watertight seal. We offered to properly install the threaded hookups before returning the faucet to the customer but they chose to have the faucet returned as is.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This company has terrible customer service, and their response demonstrates that. Their actual policy is flawed. How can a business not take responsibility for shipping an incomplete - and therefore non-functional - product, whether it is five days later or two months later? The item is still incomplete, not as described, and is not an honest transaction. They should do everything they can to repair such a situation. That would create happy customer relations and encourage repeat shopping. It's not an unreasonable request to ask a company to sell a complete product, as described, at the price agreed upon at the outset. If they can't do that, or make it right when they don't, they shouldn't be in business. As it stands, Signature Hardware takes a stance of opposition against their customers and their customer service folks seem to think their customers are trying to cheat them. The stubbornness and unwillingness to take responsibility for their poor quality control is unbelievable. As it stands, I will never shop with this company again, and will go out of my way to tell people how terrible they are. This situation could have EASILY been avoided by them saying they are sorry for the inconvenience, and shipping me the required missing parts at their cost so I could actually use their product that I paid for.  Or, issuing a full refund and the chance to return the item. As it stands, I will take this up with my credit card company. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have also attached the e-mail from [redacted] clearly stating that they would refund us (which means they would keep the faucet) OR send the faucet back as it. If we had accepted the refund, which we didn't, this means that the company would easily resell this faucet with the defects, as I have been stating all along. I also have not received my faucet or even received a shipping notification that it has been sent back to us. Again, lies from this company.My complaint is not resolved, and will not be resolved until Signature Hardware admits that the faucet was not incorrectly installed and that there product was defective and caused damage to my vanity. Once they pay for the damages I will consider this a resolution.
Regards,
Lisa Barker

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I still feel that this is a manufacturing defect, however I need the sink at this point so I will re-order it with the offered discount.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, we continue to work on the matter and compliance is set for a future date.  I would prefer to agree to this when final resolution has occurred, but accept this for the time being on assumption that the case can be reopened if not. 
Regards,
[redacted]