Cool Knobs and Pulls.com

I have reviewed the response made by the business in reference to complaint ID [redacted], 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. I did not request a refund and this is not necessary, my intent is that other people will not spend money paying to ship a product that is "Not" as advertised or as they have expected.   I spent 43 years in the business world and "our vendors" were held to standards that were acceptable our best business practices, not what they decided to produce.   It is a sad state of affairs when the vendor is running the business for the company that they supply.   The best way to keep customers is to send a product that represents your products as you have advertised them, not something that a vendor decided to supply you that does not meet those standards.   I can assume that if this is your current business model, you will not survive much longer in a most competitive on-line shopping environment.  I have ordered my products from [redacted].  Each item as advertised and I was completely satisfied.
Regards,
[redacted]

Review: I ordered the #1920 CKP Brand Fix-It Cabinet Back Plate described as Brushed Nickel. The plate is not Brushed Nickel and is bright and shinny. After my call to their customer service department, the customer service person pulled a sample and called me back the next day. She said that if I looked really hard at the piece there is a small amount of brush on the metal. I'm not blind and this is not brushed. Its finish matches the old non-brushed Nickel hardware I am trying to replace. Totally dissatisfied with this advertising description. It says "Brushed", not a small amount of "brush".Desired Settlement: They should modify the description of this item to reflect the fact that it has a "small amount of brush and appears to not have any brush according to the assessment of a prior potential customers naked eye!". I hope no one else gets suckered into paying an $8.50 minimum shipping fee for a $4.76 item that they would have never ordered in the first place if it the web site product description had not indicated that it was brushed. Beware of the product descriptions on this site. I will not order anything from them again,.

Business

Response:

Dear [redacted],The complaint ID # [redacted] issued against our company Coolknobsandpulls.com concerning a #1920 CKP black fix-it plate not being brushed nickel finish as specified on our website is beyond our control. When we receive product from our distributor it is labeled by them. We use the description provided to us describing the product. We have to consider and understand that every shipment is not exactly as the previous shipments before due to tolerances. I am very sorry that [redacted] was dissatisfied with the product and did not meet her expectations. Our customer service team checked our stock and there was no other finishes available therefore, this it was what was sent to us. We would have been glad to issue our customer a full refund including shipping charges had she let us know that was what she wanted. We have no intentions of expecting our customer to keep something that is not to their complete satisfaction. I am asking that the customer contact me via email requesting the money be credited and I will honor her wish and she can keep the item. I fully understand how she feels but we depend on the manufacturers to ship us the correct product. We are not in the business to mislead anyone and can only list our product as the label reads. I appreciate [redacted] for bringing this to our attention and I will forward this information and complaint to our manufacturer. I am requesting they can look into it further. Have a blessed day and I hope to get this resolved to [redacted]’s satisfaction as soon as we here from her. [redacted]Office Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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. I did not request a refund and this is not necessary, my intent is that other people will not spend money paying to ship a product that is "Not" as advertised or as they have expected. I spent 43 years in the business world and "our vendors" were held to standards that were acceptable our best business practices, not what they decided to produce. It is a sad state of affairs when the vendor is running the business for the company that they supply. The best way to keep customers is to send a product that represents your products as you have advertised them, not something that a vendor decided to supply you that does not meet those standards. I can assume that if this is your current business model, you will not survive much longer in a most competitive on-line shopping environment. I have ordered my products from [redacted]. Each item as advertised and I was completely satisfied.

Regards,

Kitchen cabinet hardware was ordered in August. The whole process was finally resolved today, February. Back order of some parts was the main problem,. At first they were on back order till October, then it was possibly December or even January. Numerous phone calls were made, parts of order sent to help us complete the kitchen project which didnt match but were better than nothing. Finally the back order arrived in December after yet another call from me. A few weeks later I was told the back order had arrived. I informed them I already had it, thanks to at least one switched on service rep. We were then billed for an amount which I thought we had paid but was told quite abruptly that, no, we owed that amount and I had to understand that they were running a business. Really! I asked for them to send statements to compare what we had paid but only received copies of orders sent out by them originally which was of no help. I finally gave in and paid the difference. Today I was informed I had already paid previously so they would tear up my check for the overcharge.

The service department is appalling, and there is no communication between customer service agents. Buyer beware.

I'm extremely disappointed with the service from this establishment. I placed an order on May 10th and waited patiently to received it. After I called, I found out that part of the order was on backorder and suggested that they send me what they have in stock. After receiving part of my order, about 3 weeks later, I received a notice that an order had been created for my back order??

I have since called 3 times and cant seem to get a straight answer about where the rest of my pulls are. Computer systems are down... I even had a rep say that my back order was on its way. When I called 2 weeks later, the person I spoke with said that the back order had not shipped yet. They seem to have no idea whats going on.

I recommend that you steer clear of this place if you have any concerns about timeline for receiving your merchandise. There was NO WARNING when I ordered that anything was on back order.

I placed an order 7 weeks ago and have yet to receive it. I am on the phone with them for the second time and apparently there is some of what I ordered in stock but no one in the warehouse is answering the phone (according to the person I am speaking with). She says she is going to walk down and look into this herself and call me back. I'm not holding my breath. The next call I make will be for a refund.

Review: I recently needed to replace a knob from kitchen cabinet, a 1&1/4 inch Emtek glass knob. I went to Google, typed Emtek glass knob,the website for "Cool Knobs and Pulls" came up as having Emtek knobs. Their site came up as having the knob, otherwise I would have never gone through them as the other 40 knobs in my kitchen are Emtek 1& 1/4 glass knobs.Placed the order for their 1&1/4 inch glass knobs, what I thought to be Emtek what I received was something different. A glass knob,not the ones that I wanted,and they didn't measure 1&1/4", smaller than what I have and wanted. Called the company, told them the situation because they charge a restocking fee. I was told that, not only will I encur the restocking fee, it will be 25% as it has been more than 30 days. One of the women I spoke with told me that they measure their knobs from longest point to longest point however, when I ordered them from a hardware store,their 1&1/4" was the same size as the ones that I already have. I spoke with the manager,she admonished me for waiting and told me it was my my mistake.Desired Settlement: I would like a refund and no restocking fee. I am surprised this company is in business if this is how they operate.

Business

Response:

In reply to this complaint I feel that it is not at all our responsibility to waive this customers restocking or shipping. This is our company policy and I will paste all information below. This absolutely was not our fault and the customer had plenty of time to return this to be charged only the 15% fee vs the 25%. I think she may have failed to read the policy. We stand by our decision and all our customers have to abide by this policy. If we had advertised as Emtek it would be one thing but we absolutely did not. We can't control what google pulls up. I am pasting all data below indicating our policy. Return Policy: This is very clear what our return policy is and we feel that if it was something she couldn’t use then 30 days was ample time to return it for credit. Customers may return items up to 60 days after purchase for credit. You will be credited the full amount minus the applicable restocking charges and exceptions listed below. Customers will not be credited for applicable shipping charges and customers are responsible for return shipping costs. Returned items must be in their original undamaged condition to qualify for credit. Items returned within 30 days of purchase will incur a 15% restocking fee.Items returned between 31 and 60 days of purchase will incur a 25% restocking fee.Items returned after 60 days will not be credited. Below is the description that was on the customer order. Nothing indicates Emtek at all. It was never questioned until now. The only thing that led her to our site was when she Googled Emtek Knob the description had knob in it therefore our site showed up as having knobs. We have not said we wouldn’t refund her but it will be according to the regulations of our company policy. Item to Purchase Item No. Price Ext. Price 3 #G-75 Katie Brown Collection Clear Glass Knob with Brushed Nickel Base KB00075G00CLBN5 $7.49 $22.47 Subtotal: $22.47 Shipping (UPS Standard Shipping): $4.95 Total: $27.42 This is our advertisement and again it says nothing about Emtek. It is specced correctly just as listed below. We have no reason to state otherwise. We are a reputable company and will stand behind our product but, we were not in the wrong in this situation. G-75 Katie Brown Collection Clear Glass Knob with Brushed Nickel Base Product #: KB00075G00CLBN5Finish: Clear with Brushed Nickel BaseDiameter: 1-1/4 in. (32mm)Projection: 1-1/8 in. (29mm)Material: Glass/MetalStyle: Transitional G-75 Katie Brown Collection Clear Glass Knob with Brushed Nickel Base Product #: KB00075G00CLBN5Finish: Clear with Brushed Nickel BaseDiameter: 1-1/4 in. (32mm)Projection: 1-1/8 in. (29mm)Material: Glass/MetalStyle: Transitional v