September 04, Dear [redacted] : This setter is in reference to [redacted] 's rejection to S&H Hardware's response to her complaint on a transaction from March 11th, 2014, with reference to a security door for [redacted] 's home [redacted] came into our establishment shopping for three security doors for her homeShe had previously shopped at [redacted] ***, having come into our store with pricing from [redacted] *** [redacted] has made many claims and accusations of the premises of this transaction and contract [redacted] states that she did not want, need or require a measure for the security door, that she wanted to stand by the “ [redacted] ***" quote and measure, that she did not sign the “Terms & Conditions” page of the sales order and that the e-mail indicating that she “still want's the door” occurred at a different time frame as S&H Hardware had presented in our responseIn direct response to [redacted] , the facts and paperwork do not lye or present un-truth! First off, if [redacted] stated that she just wanted to order the door as per the “ [redacted] ***” quote, holding complete responsibility to whether the door fit and would work in her home or not, then why did she agree to the order of the door, “subject to measure”S&H Hardware would have ordered this customer the door holding absolutely NO LIABILITY, if this is what the customer wantedThis is not what transpired, was spoken and agreed to and contractedShe states that she was not aware or informed that the price was not firm, but as per the sales order, the price (cost) of the door was “subject to measure” and was not firmThis was discussed with the customer, therefore the reason it is indicated on the sales order [redacted] states that she absolutely did not sign S&H Hardware's “Terms & Conditions”, but a copy of this page was attached in our first response, with [redacted] 's signatureAgain, the customer has made accusations that just aren't trueWe will attach another copy of the signed “Terms & Conditions” page with this response [redacted] also states that she did not e-mail us that she “still want the door, I will be sending you a payment soon” after she was informed of the final cost of the security doorAgain, I attached a copy of this e-mail with our original responseIf you look at [redacted] 's response, it still holds the previous e-mail that it is replied fromIt indicated that on June 13th, she received an e-mail from the salesman, MrS [redacted] with the final up to date invoice for the security door [redacted] s' response that she still wanted the security door was sent on June 30", 2014, almost three weeks after she was provided with the final pricingThis was not an e-mail seeking where her product was, it was an e-mail informing her that her order was in and ready along with the current pricing and balance dueFinally, we get [redacted] 's remark that there are twelve previous complaints with the Revdex.com against S&H Hardware and that her complaint makes number thirteenThis does not make anyone at S&H Hardware content or the least bit happy that there are any complaints with our firm, but let's just set the record straightFirst, there are ten complaints over three years with S&H Hardware, again over three yearsS&H Hardware has responded to every complaint that has been filed against them with the Revdex.comS&H Hardware has been in business almost seventy years and has become an institution in the tri-state area, serving our community as best we are ableAs stated in our original response and reply, S&H Hardware has used and provided an independent contractor whose credentials can not be questioned to measure [redacted] 's home for the security door [redacted] does not have to use this independent contractor and may use whom ever she pleases to hire [redacted] agreed to and accepted to have her home measured for the door prior to the final order and purchase of the door, having agreed that the price was not firm until the measure was taken and madeThe customer agreed to the measure and was aware that the price could and would vary a little dependent on the actual size required and neededThe transaction was written up, the sales order indicating that the door and price as provided was subject to the measure of the customer’s residence where the door is to be installed [redacted] did respond to S&H Hardware explanation of why the measure was delayed with, “PEOPLE DIEI” “What is this guys problem?” “Life goes on”No one at S&H Hardware fabricated these remarksThis is what was said, and if [redacted] did not mean ill by these words, then so be it, but the words were spokeIn conclusion, S&H Hardware will try to compromise with and accommodate [redacted] with reference to this security doorS&H Hardware will charge [redacted] $and not $for the 33" x 80” door, the price of the 31” x 78" door, but the customer will be responsible for the freight of $The Total of the order will be, $less the customer's deposit of $278.00, leaving a balance of $At this time, S&H Hardware would like to finalize this transaction with this customer [redacted] may utilize any contractor she wishes to install the door, we only offer our customer with qualified independent installers for convenience and stress free installationS&H Hardware does not mark up the cost of the installation, as the customer pays the installer directlyS&H Hardware will only hold this door for thirty (30) more days prior to returning it to restocking the door to the manufacturer under heavy restocking charges at [redacted] 's expenseWith our compromise and accommodation, the balance due by [redacted] is $Respectfully,Stuart S*Hardware Operation Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: What they are saying is not true, I did not go there to buy three door , I told MrS [redacted] how much it was going to cost me to get my door from [redacted] and I did not want to pay that muchThere was noting wrong with the measure that [redacted] gave meI did not want to pay alot for my door and that what I told MrS [redacted] This is a small Hardware Store that trying to stay in business, so they are going to try anything to stay in businessThe man they sent to my home was someboby that did side job , because he show me picture of the different work he did and gave me his number if I needed anything done in my homeAnd they lie about the response I gave about this man unexpectedly lost of this father, that hurtI would not have said anything thing like that , I just lost my father in Nov so I know what this man was going through no way I would have said anything so mean and hurtful The lost of my father is why I have my house I do not want to do business with someone that lies and do bad businessThis copy of the email he sent you is wrong, I receive the invoice for the door after I sent him an email asking where was my doorHe sent it after I told him I did not want to used his handlyman to put up my door up doorThis man never call me about the change in the measurement of the door, he never got back in touch with me about how much more the door was going to cost me, and he amit that he did not get in touch with me about this doorThis copy of Terms and Condition is on the back of the invoice I did not sign the back I sign the front enclose is copy of my invoice I receive I never sign the second invoiceMr James S [redacted] lie about alot of thing in this letter Before I had [redacted] measure my door I had someone door the door firstSo when they sent theso call contractor out that was the third time the door was measureIn the letter they said the customer was aware that the price could and would vary a little dependent on the measure , that a lie they never said that when I was in the storeI came in the store with my brother and my sister in law, so they was with me What make this so bad they lie through out this whole letterFor them to tell you my response to the death of this man father was PEOPLE DIE What IS GUYS PROBLEM and LIFE GOES ON that not me I would have never said anything like that , my mother raise me better then that When I ment the contractor I told him I was sorry for his lost and that I just lost my dad I did sent Mr S [redacted] a email telling him I wanted the door, until I was looking over the invoice and said to my self that this man was trying to get over on me and that's the way I feltHe did not call me about the change in the measurement , or that the amount of the door would changeI do not want to do business with themI would like to have my money backIf they do not return my money I will take this further, and report them to the Attorney General I will make sure I tell my family and friend to stay far away from this business, go to [redacted] or ***'sThis Business has complaints against them I make number with the Revdex.comThank you, looking forward to hearing from you Regards, [redacted]
November 17, 2014Dear [redacted] : This letter is in reference to S&H Hardware's completed “Special Order”Invoice document number [redacted] for decorative interior door hardware (Lever & Door Knob Plate Set)This customer's accusations from receiving different versions of the delay in the order, the threatening of charging back on his credit card to the door hardware's failure of functioning are completely fallacious and misleading.First of foremost, when the customer placed his order with S&H Hardware, he was informed that the hardware lead time would approximately take three to four weeks plus the time in freight from the manufacturer (a West Coast Vendor), not foreseeing any problemsAt the four-week time, [redacted] called S&H Hardware and was informed that the order had not come in and would be approximately another ten days to two weeksThe salesman who spoke to [redacted] informed [redacted] that although unfortunate, the manufacturer erred and sent in product that was incorrect and that we were waiting for the replacement orderNo excuses or fabrications for the delay, just the actual honest factsThe order arrived a little more than ten working days latter, the customer called and the order then picked upThere was never conversation with [redacted] or threats made by this customer of a credit card chargeback with reference to this order.As for [redacted] calling about the hardware and the failure of the passkeys properly functioning, [redacted] was informed that he needed to bring the locks back into the store, as S&H Hardware did not install the hardware, the keys were made by our in-house locksmith and tested with the hardware, so that the problems as presented looked like an installation and not a hardware problem.What is absolutely unfathomable is that [redacted] 's “qualified installer” installed the door hardware with full knowledge that the deadbolt cylinder and knob set were not functioning without first calling S&H Hardware or the manufacturer to trouble shoot the problem, leaving the job and the problem on [redacted] The issue of the keys or passkeys functioning prior to leaving S&H Hardware is not possible, since the keying of the cylinders and locks was done in house, at S&H Hardware, with all keys and locks fully functioningIf the keys work the lock while not installed, they should work after installation (unless they are not installed properly)In addition, it was S&H Hardware who called and spoke to [redacted] 's installer to have the installer pull the hardware off the doors and bring the hardware into the storeS&H Hardware did not provide this installer, but as a customer service, we did not hesitate to call the installer on behalf of [redacted] When the installer brought the hardware into the store, our showroom manager, MrJames S [redacted] opened the box and put the keys in the lock cylinders, and the keys (without having done anything) magically flawlessly functioned in the cylindersThis was done right in front of the installer, with the installer's jaw dropping and him stuttering and stating, “but they didn't work with the hardware installed”! At this point it was obvious that [redacted] s problems with this hardware continues to be an installation issueS&H Hardware was not contracted to install this hardware, did not install this hardware and was only the supplier of the hardwareOur liability simply rests with the supply and delivery of functioning hardware, and S&H Hardware met this criteriaOn the other hand, when examining the hardware, in particular the cylinder tailpieces, we saw that the installer had cut the tailpieces when he should not have and that they were bent and contorted, demonstrating an issue with the installers installation of the hardware and his lack of knowledge and command of the proper installation procedures with this hardwareIn addition, the hardware was ordered based on the criteria provided by the customer, for doors measuring 1-3/4" thick and a 2-3/8” backsetThe hardware was delivered, set up for this criterionAfter examining the hardware as brought in by the installer, we question whether the door (s) with the problems are 1-3/4” thick, but this again is based on the installer and the homeownerS&H Hardware can only provide hardware as specified on the orderWhat [redacted] has failed to put in his letter was that S&H Hardware did not walk away from or deny helping the customer to resolve his issuesWhat [redacted] was told was that S&H Hardware would not send out our installer to resolve his issues without charge or costsHis problems are solely installation based (as per both S&H Hardware & the manufacturer)It is not S&H Hardware's responsibility to go out to the customer's residence to remedy the hardware's installation since S&H Hardware was not contracted for and did not install the hardware [redacted] stressed that he felt that he was inconvenienced by the failure of the locks not properly functioning on his door and that S&H Hardware should compensate him for his inconvenience [redacted] 's position is that the liability and responsibility of the installation are solely S&H Hardware's concernMrS [redacted] quickly corrected [redacted] , that this is not the case and that the liability and responsibility of the installation rest with himself and his installer and that S&H Hardware would help him to remedy the problem but that S&H Hardware is not responsible to resolve the improper installation of this hardware [redacted] quickly responded that he was an unhappy customer and MrS [redacted] responded that he is over reaching and demanding for services that are not dueMrS [redacted] continued that if what we have done and are offering is not sufficient for him, then we won't have a happy customer.The hardware functioned perfectly, when it was brought into the storeAgain, Absolutely Nothing Was Done To The Hardware except to put the passkeys into the lock and to turn the keys in the cylindersWhat [redacted] was told was that S&H Hardware would order new cylinders, tailpieces and trim rings (at S&H Hardware's expense) and exchange this hardware to the installer in order to remedy his problems, especially since we feel that the door in question is not 1-3/4" thick and that the contractor contorted the existing cylinder tailpieces, again all improper installation and handling of the hardware and not a warranty or product issueAdditionally, MrS [redacted] informed [redacted] that we would work closely with his installer, helping to instruct the installer in the correct procedure to install the hardware (although installation instructions were provided with the merchandise)It is our gut feeling that on the dutch door, that one of the doors is not 1-3/4” thick and therefore requires spacer rings or that the hole bored in the door is not exactly perpendicular and that the lock as it is being installed is binding and our of Kant, Regardless, S&H Hardware is offering to help the installer work through the problemIn conclusion, S&H Hardware finds [redacted] 's comments ludicrous misleading and insultingS&H Hardware has maintained our professionalism by entertaining this customer's concerns and demandsS&H Hardware has never provided lame excuses at any point with this order and has never evaded our responsibilities and customer serviceThe customer wants to point his finger at the supplier of the hardware but fails to take any responsibility for his “qualified installer”, a contractor that he himself had selected and employedWe will continue to work with [redacted] to help resolve his problems with the installation of his hardware, but if [redacted] wants S&H Hardware to send out our installer to remedy his issues, he will be charged for that serviceRespectfully, Stuart S Hardware Operation Manager
Had to return a valve fittingBought it a week ago...never used...had the receipt and they would only issue a store credit Why!!!! Needless to say, I will go ANYWHERE but s &h hardware if I ever need anythingThe manager was a nasty man with an ugly attitudeI will also tweet about my experience
April 03, Dear [redacted] :This letter is in reference to [redacted] ***’s complaint on a transaction from December 20th, *** [redacted] came into our showroom to pick up the balance of an open order that she had with us, to be taken to [redacted] in her luggageMonth’s latter, after receiving and signing for the order, *** [redacted] contends that she is missing a portion of the product, blaming S&H Hardware the supplier!Being completely familiar with this customer and the past experience with both *** [redacted] and her husband actually incites a more callous position in our response to responding to her letterS&H Hardware has been in business for over sixty years, over three generationsWe pride ourselves in our expertise, depth of product and customer service, the reason that we’ve been in business for over sixty yearsWhat we don’t and won’t tolerate is being taken advantage of, in any pretenseIn this case, we attempted to take the right path, but once again *** [redacted] has taken another issue, taking this scenario to a new level.After reading *** [redacted] ***’s letter, I can only sigh, shake my head and dismiss this customer’s representation of the scenario as ludicrous, exaggerated and insulting.First and foremost, as *** [redacted] and her husband were informed, S&H Hardware has twenty-five employees and three divisions, our decorative hardware division, our hardware division and our kitchen and bath divisionEach division is headed by the division manager, period! There is no general manager, since the divisions are so diverse and different that the division managers are experts in their fieldWhen there is a problem, this is handled by the departmental managerIf the problem persists, that manager consults with one or both of the other departmental managers, bouncing the problem and the appropriate solutions for that particular scenarioWith [redacted] ***, this customer becomes confrontational when there is a problem or she can’t get what she wants, not what is right! This customer wants immediate gratification, not interested in the facts or conditions concerning the transactionExemplified by the order for the custom light fixtures that she ordered and that were delayed.With reference to the current scenario, it is ridiculous that S&H Hardware should even have to respond or reply to this letterThe customer purchased the hardware to which she received and signed for on December 20m, At the time of pick up, the customer is shown the product that she is picking up, the hardware inspected and then the transaction completed with the balance of monies due being collected and the paperwork being signed, indicating receipt of the merchandise.It is ludicrous for a consumer to come back to the purveyor, after three (3) months from the conclusion of a sales transaction and claim a shortage but this is what *** [redacted] didYet, even at the length of time between the transaction and time of the claim, ** [redacted] took the time and troubles to investigate the transactionFirst, he had our order receiving department pull the packing list for the “proposed” shorted items to insure that they were receivedHe then had our order packaging personnel pull out the packing list and digital photos of the packed box (S&H Hardware takes pictures of the material as packed in a customer’s order for such occasion)Last, ** [redacted] double-checked the paperwork for this customer that she indeed did pick up the material in question.In this scenario, as ** [redacted] (attempting to be cordial and personal) explained this to ***, [redacted] ***, she vehemently declared; “You don’t know the hardware was in the box”, "You don’t know it was there”In reply, ** [redacted] retorted,“Yes I Do!”At no time did our showroom manager become “Hostile”, “Violent” or “Threatening” to *** [redacted] ***That is not to say when she pursued the issue of the missing hardware with ** [redacted] (our showroom manager), that he did not get agitated and raise his voice, declaring; “Grow Up & Get Real”, as he just walked away from *** [redacted] ***In fact, this customer continued to follow ** [redacted] , harassing him and pushing her issue that regardless of the time involved, S&H Hardware should just replace the product that she no longer had at “NO CHARGE”! It was *** [redacted] who was the aggressor, and pushed ** [redacted] to the point that he threatened to call the authorities if she didn’t leave.Finally, one of the hardware managers walked over to *** [redacted] to try to helpHe understood there was a problem, that this customer had pushed away the showroom manager from wanting to do anything at all for herHe told her that he would look into the matter, again explaining to her that you can’t just claim a shortage of merchandise after three month’s since your receiptThis hardware manager, ** [redacted] , did not have any knowledge of the transaction, only that there was a problem in which he tried to resolve.There are times when you need to fire your customer and under the present conditions, maybe this would be the best solution [redacted] is only interested in, [redacted] and what is right by herOur personnel are not drones or robots** [redacted] has feelings to, and when you talk down to a salesman or sales manager, telling them what you [redacted] do, you can only push so far before they push backIt was all right for [redacted] to push (and push hard she did), but it’s not all right for the salesman to push back and say, NO! I [redacted] not condone ** [redacted] for raising his voice, when pushed by *** [redacted] ***, that is truly not acceptable behavior, but I [redacted] not reprimand him under the present conditions** [redacted] was in no way “Hostile”, “Violent” or “Threatening”! In short, he responded to an aggressive customer.In conclusion, what are we talking about here? The customer purchased hardware on December 10th of and contacts us on March 20th of 2014, informing us that she was shortedHow does anyone expect to ascertain satisfaction under those terms and conditions? Yet, what [redacted] failed to indicate in her letter is that S&H had provided a compromise with reference to her claimS&H Hardware offered her to purchase replacement material at a steeply discounted price, where S&H Hardware would absorb 50% of the cost of the merchandise, all in the interest of customer service, obviously this is not acceptable to herIt is unfortunate that this customer is self-absorbed and cannot see the predicament that she has created from the eyes of the vendorA lot of things can happen to merchandise once the product leaves the showroom, especially when taken out of the country in luggage on an airliner, S&H Hardware cannot and [redacted] not take responsibility for thatFinally, if *** [redacted] was taken with fear by ** [redacted] ’s raised voice, then why did she remain in the showroom continuing a confrontation? Why did this customer pursue her cause with ** [redacted] , causing ** [redacted] to walk away from her?Once again, [redacted] ***s’ epithets as reference to hostile, aggressive and violent behavior are simply plain non-sense and fabrication!Respectfully
September 04, Dear [redacted] : This setter is in reference to [redacted] 's rejection to S&H Hardware's response to her complaint on a transaction from March 11th, 2014, with reference to a security door for [redacted] 's home [redacted] came into our establishment shopping for three security doors for her homeShe had previously shopped at [redacted] ***, having come into our store with pricing from [redacted] *** [redacted] has made many claims and accusations of the premises of this transaction and contract [redacted] states that she did not want, need or require a measure for the security door, that she wanted to stand by the “ [redacted] ***" quote and measure, that she did not sign the “Terms & Conditions” page of the sales order and that the e-mail indicating that she “still want's the door” occurred at a different time frame as S&H Hardware had presented in our responseIn direct response to [redacted] , the facts and paperwork do not lye or present un-truth! First off, if [redacted] stated that she just wanted to order the door as per the “ [redacted] ***” quote, holding complete responsibility to whether the door fit and would work in her home or not, then why did she agree to the order of the door, “subject to measure”S&H Hardware would have ordered this customer the door holding absolutely NO LIABILITY, if this is what the customer wantedThis is not what transpired, was spoken and agreed to and contractedShe states that she was not aware or informed that the price was not firm, but as per the sales order, the price (cost) of the door was “subject to measure” and was not firmThis was discussed with the customer, therefore the reason it is indicated on the sales order [redacted] states that she absolutely did not sign S&H Hardware's “Terms & Conditions”, but a copy of this page was attached in our first response, with [redacted] 's signatureAgain, the customer has made accusations that just aren't trueWe will attach another copy of the signed “Terms & Conditions” page with this response [redacted] also states that she did not e-mail us that she “still want the door, I will be sending you a payment soon” after she was informed of the final cost of the security doorAgain, I attached a copy of this e-mail with our original responseIf you look at [redacted] 's response, it still holds the previous e-mail that it is replied fromIt indicated that on June 13th, she received an e-mail from the salesman, MrS [redacted] with the final up to date invoice for the security door [redacted] s' response that she still wanted the security door was sent on June 30", 2014, almost three weeks after she was provided with the final pricingThis was not an e-mail seeking where her product was, it was an e-mail informing her that her order was in and ready along with the current pricing and balance dueFinally, we get [redacted] 's remark that there are twelve previous complaints with the Revdex.com against S&H Hardware and that her complaint makes number thirteenThis does not make anyone at S&H Hardware content or the least bit happy that there are any complaints with our firm, but let's just set the record straightFirst, there are ten complaints over three years with S&H Hardware, again over three yearsS&H Hardware has responded to every complaint that has been filed against them with the Revdex.comS&H Hardware has been in business almost seventy years and has become an institution in the tri-state area, serving our community as best we are ableAs stated in our original response and reply, S&H Hardware has used and provided an independent contractor whose credentials can not be questioned to measure [redacted] 's home for the security door [redacted] does not have to use this independent contractor and may use whom ever she pleases to hire [redacted] agreed to and accepted to have her home measured for the door prior to the final order and purchase of the door, having agreed that the price was not firm until the measure was taken and madeThe customer agreed to the measure and was aware that the price could and would vary a little dependent on the actual size required and neededThe transaction was written up, the sales order indicating that the door and price as provided was subject to the measure of the customer’s residence where the door is to be installed [redacted] did respond to S&H Hardware explanation of why the measure was delayed with, “PEOPLE DIEI” “What is this guys problem?” “Life goes on”No one at S&H Hardware fabricated these remarksThis is what was said, and if [redacted] did not mean ill by these words, then so be it, but the words were spokeIn conclusion, S&H Hardware will try to compromise with and accommodate [redacted] with reference to this security doorS&H Hardware will charge [redacted] $and not $for the 33" x 80” door, the price of the 31” x 78" door, but the customer will be responsible for the freight of $The Total of the order will be, $less the customer's deposit of $278.00, leaving a balance of $At this time, S&H Hardware would like to finalize this transaction with this customer [redacted] may utilize any contractor she wishes to install the door, we only offer our customer with qualified independent installers for convenience and stress free installationS&H Hardware does not mark up the cost of the installation, as the customer pays the installer directlyS&H Hardware will only hold this door for thirty (30) more days prior to returning it to restocking the door to the manufacturer under heavy restocking charges at [redacted] 's expenseWith our compromise and accommodation, the balance due by [redacted] is $Respectfully,Stuart S
*Hardware Operation Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: What they are saying is not true, I did not go there to buy three door , I told MrS [redacted] how much it was going to cost me to get my door from [redacted] and I did not want to pay that muchThere was noting wrong with the measure that [redacted] gave meI did not want to pay alot for my door and that what I told MrS [redacted] This is a small Hardware Store that trying to stay in business, so they are going to try anything to stay in businessThe man they sent to my home was someboby that did side job , because he show me picture of the different work he did and gave me his number if I needed anything done in my homeAnd they lie about the response I gave about this man unexpectedly lost of this father, that hurtI would not have said anything thing like that , I just lost my father in Nov so I know what this man was going through no way I would have said anything so mean and hurtful The lost of my father is why I have my house I do not want to do business with someone that lies and do bad businessThis copy of the email he sent you is wrong, I receive the invoice for the door after I sent him an email asking where was my doorHe sent it after I told him I did not want to used his handlyman to put up my door up doorThis man never call me about the change in the measurement of the door, he never got back in touch with me about how much more the door was going to cost me, and he amit that he did not get in touch with me about this doorThis copy of Terms and Condition is on the back of the invoice I did not sign the back I sign the front enclose is copy of my invoice I receive I never sign the second invoiceMr James S [redacted] lie about alot of thing in this letter Before I had [redacted] measure my door I had someone door the door firstSo when they sent theso call contractor out that was the third time the door was measureIn the letter they said the customer was aware that the price could and would vary a little dependent on the measure , that a lie they never said that when I was in the storeI came in the store with my brother and my sister in law, so they was with me What make this so bad they lie through out this whole letterFor them to tell you my response to the death of this man father was PEOPLE DIE What IS GUYS PROBLEM and LIFE GOES ON that not me I would have never said anything like that , my mother raise me better then that When I ment the contractor I told him I was sorry for his lost and that I just lost my dad I did sent Mr S [redacted] a email telling him I wanted the door, until I was looking over the invoice and said to my self that this man was trying to get over on me and that's the way I feltHe did not call me about the change in the measurement , or that the amount of the door would changeI do not want to do business with themI would like to have my money backIf they do not return my money I will take this further, and report them to the Attorney General I will make sure I tell my family and friend to stay far away from this business, go to [redacted] or ***'sThis Business has complaints against them I make number with the Revdex.comThank you, looking forward to hearing from you Regards, [redacted]
November 17, 2014Dear [redacted] : This letter is in reference to S&H Hardware's completed “Special Order”Invoice document number [redacted] for decorative interior door hardware (Lever & Door Knob Plate Set)This customer's accusations from receiving different versions of the delay in the order, the threatening of charging back on his credit card to the door hardware's failure of functioning are completely fallacious and misleading.First of foremost, when the customer placed his order with S&H Hardware, he was informed that the hardware lead time would approximately take three to four weeks plus the time in freight from the manufacturer (a West Coast Vendor), not foreseeing any problemsAt the four-week time, [redacted] called S&H Hardware and was informed that the order had not come in and would be approximately another ten days to two weeksThe salesman who spoke to [redacted] informed [redacted] that although unfortunate, the manufacturer erred and sent in product that was incorrect and that we were waiting for the replacement orderNo excuses or fabrications for the delay, just the actual honest factsThe order arrived a little more than ten working days latter, the customer called and the order then picked upThere was never conversation with [redacted] or threats made by this customer of a credit card chargeback with reference to this order.As for [redacted] calling about the hardware and the failure of the passkeys properly functioning, [redacted] was informed that he needed to bring the locks back into the store, as S&H Hardware did not install the hardware, the keys were made by our in-house locksmith and tested with the hardware, so that the problems as presented looked like an installation and not a hardware problem.What is absolutely unfathomable is that [redacted] 's “qualified installer” installed the door hardware with full knowledge that the deadbolt cylinder and knob set were not functioning without first calling S&H Hardware or the manufacturer to trouble shoot the problem, leaving the job and the problem on [redacted] The issue of the keys or passkeys functioning prior to leaving S&H Hardware is not possible, since the keying of the cylinders and locks was done in house, at S&H Hardware, with all keys and locks fully functioningIf the keys work the lock while not installed, they should work after installation (unless they are not installed properly)In addition, it was S&H Hardware who called and spoke to [redacted] 's installer to have the installer pull the hardware off the doors and bring the hardware into the storeS&H Hardware did not provide this installer, but as a customer service, we did not hesitate to call the installer on behalf of [redacted] When the installer brought the hardware into the store, our showroom manager, MrJames S [redacted] opened the box and put the keys in the lock cylinders, and the keys (without having done anything) magically flawlessly functioned in the cylindersThis was done right in front of the installer, with the installer's jaw dropping and him stuttering and stating, “but they didn't work with the hardware installed”! At this point it was obvious that [redacted] s problems with this hardware continues to be an installation issueS&H Hardware was not contracted to install this hardware, did not install this hardware and was only the supplier of the hardwareOur liability simply rests with the supply and delivery of functioning hardware, and S&H Hardware met this criteriaOn the other hand, when examining the hardware, in particular the cylinder tailpieces, we saw that the installer had cut the tailpieces when he should not have and that they were bent and contorted, demonstrating an issue with the installers installation of the hardware and his lack of knowledge and command of the proper installation procedures with this hardwareIn addition, the hardware was ordered based on the criteria provided by the customer, for doors measuring 1-3/4" thick and a 2-3/8” backsetThe hardware was delivered, set up for this criterionAfter examining the hardware as brought in by the installer, we question whether the door (s) with the problems are 1-3/4” thick, but this again is based on the installer and the homeownerS&H Hardware can only provide hardware as specified on the orderWhat [redacted] has failed to put in his letter was that S&H Hardware did not walk away from or deny helping the customer to resolve his issuesWhat [redacted] was told was that S&H Hardware would not send out our installer to resolve his issues without charge or costsHis problems are solely installation based (as per both S&H Hardware & the manufacturer)It is not S&H Hardware's responsibility to go out to the customer's residence to remedy the hardware's installation since S&H Hardware was not contracted for and did not install the hardware [redacted] stressed that he felt that he was inconvenienced by the failure of the locks not properly functioning on his door and that S&H Hardware should compensate him for his inconvenience [redacted] 's position is that the liability and responsibility of the installation are solely S&H Hardware's concernMrS [redacted] quickly corrected [redacted] , that this is not the case and that the liability and responsibility of the installation rest with himself and his installer and that S&H Hardware would help him to remedy the problem but that S&H Hardware is not responsible to resolve the improper installation of this hardware [redacted] quickly responded that he was an unhappy customer and MrS [redacted] responded that he is over reaching and demanding for services that are not dueMrS [redacted] continued that if what we have done and are offering is not sufficient for him, then we won't have a happy customer.The hardware functioned perfectly, when it was brought into the storeAgain, Absolutely Nothing Was Done To The Hardware except to put the passkeys into the lock and to turn the keys in the cylindersWhat [redacted] was told was that S&H Hardware would order new cylinders, tailpieces and trim rings (at S&H Hardware's expense) and exchange this hardware to the installer in order to remedy his problems, especially since we feel that the door in question is not 1-3/4" thick and that the contractor contorted the existing cylinder tailpieces, again all improper installation and handling of the hardware and not a warranty or product issueAdditionally, MrS [redacted] informed [redacted] that we would work closely with his installer, helping to instruct the installer in the correct procedure to install the hardware (although installation instructions were provided with the merchandise)It is our gut feeling that on the dutch door, that one of the doors is not 1-3/4” thick and therefore requires spacer rings or that the hole bored in the door is not exactly perpendicular and that the lock as it is being installed is binding and our of Kant, Regardless, S&H Hardware is offering to help the installer work through the problemIn conclusion, S&H Hardware finds [redacted] 's comments ludicrous misleading and insultingS&H Hardware has maintained our professionalism by entertaining this customer's concerns and demandsS&H Hardware has never provided lame excuses at any point with this order and has never evaded our responsibilities and customer serviceThe customer wants to point his finger at the supplier of the hardware but fails to take any responsibility for his “qualified installer”, a contractor that he himself had selected and employedWe will continue to work with [redacted] to help resolve his problems with the installation of his hardware, but if [redacted] wants S&H Hardware to send out our installer to remedy his issues, he will be charged for that serviceRespectfully, Stuart S Hardware Operation Manager
Had to return a valve fittingBought it a week ago...never used...had the receipt and they would only issue a store credit Why!!!! Needless to say, I will go ANYWHERE but s &h hardware if I ever need anythingThe manager was a nasty man with an ugly attitudeI will also tweet about my experience
April 03, Dear [redacted] :This letter is in reference to [redacted] ***’s complaint on a transaction from December 20th, *** [redacted] came into our showroom to pick up the balance of an open order that she had with us, to be taken to [redacted] in her luggageMonth’s latter, after receiving and signing for the order, *** [redacted] contends that she is missing a portion of the product, blaming S&H Hardware the supplier!Being completely familiar with this customer and the past experience with both *** [redacted] and her husband actually incites a more callous position in our response to responding to her letterS&H Hardware has been in business for over sixty years, over three generationsWe pride ourselves in our expertise, depth of product and customer service, the reason that we’ve been in business for over sixty yearsWhat we don’t and won’t tolerate is being taken advantage of, in any pretenseIn this case, we attempted to take the right path, but once again *** [redacted] has taken another issue, taking this scenario to a new level.After reading *** [redacted] ***’s letter, I can only sigh, shake my head and dismiss this customer’s representation of the scenario as ludicrous, exaggerated and insulting.First and foremost, as *** [redacted] and her husband were informed, S&H Hardware has twenty-five employees and three divisions, our decorative hardware division, our hardware division and our kitchen and bath divisionEach division is headed by the division manager, period! There is no general manager, since the divisions are so diverse and different that the division managers are experts in their fieldWhen there is a problem, this is handled by the departmental managerIf the problem persists, that manager consults with one or both of the other departmental managers, bouncing the problem and the appropriate solutions for that particular scenarioWith [redacted] ***, this customer becomes confrontational when there is a problem or she can’t get what she wants, not what is right! This customer wants immediate gratification, not interested in the facts or conditions concerning the transactionExemplified by the order for the custom light fixtures that she ordered and that were delayed.With reference to the current scenario, it is ridiculous that S&H Hardware should even have to respond or reply to this letterThe customer purchased the hardware to which she received and signed for on December 20m, At the time of pick up, the customer is shown the product that she is picking up, the hardware inspected and then the transaction completed with the balance of monies due being collected and the paperwork being signed, indicating receipt of the merchandise.It is ludicrous for a consumer to come back to the purveyor, after three (3) months from the conclusion of a sales transaction and claim a shortage but this is what *** [redacted] didYet, even at the length of time between the transaction and time of the claim, ** [redacted] took the time and troubles to investigate the transactionFirst, he had our order receiving department pull the packing list for the “proposed” shorted items to insure that they were receivedHe then had our order packaging personnel pull out the packing list and digital photos of the packed box (S&H Hardware takes pictures of the material as packed in a customer’s order for such occasion)Last, ** [redacted] double-checked the paperwork for this customer that she indeed did pick up the material in question.In this scenario, as ** [redacted] (attempting to be cordial and personal) explained this to ***, [redacted] ***, she vehemently declared; “You don’t know the hardware was in the box”, "You don’t know it was there”In reply, ** [redacted] retorted,“Yes I Do!”At no time did our showroom manager become “Hostile”, “Violent” or “Threatening” to *** [redacted] ***That is not to say when she pursued the issue of the missing hardware with ** [redacted] (our showroom manager), that he did not get agitated and raise his voice, declaring; “Grow Up & Get Real”, as he just walked away from *** [redacted] ***In fact, this customer continued to follow ** [redacted] , harassing him and pushing her issue that regardless of the time involved, S&H Hardware should just replace the product that she no longer had at “NO CHARGE”! It was *** [redacted] who was the aggressor, and pushed ** [redacted] to the point that he threatened to call the authorities if she didn’t leave.Finally, one of the hardware managers walked over to *** [redacted] to try to helpHe understood there was a problem, that this customer had pushed away the showroom manager from wanting to do anything at all for herHe told her that he would look into the matter, again explaining to her that you can’t just claim a shortage of merchandise after three month’s since your receiptThis hardware manager, ** [redacted] , did not have any knowledge of the transaction, only that there was a problem in which he tried to resolve.There are times when you need to fire your customer and under the present conditions, maybe this would be the best solution [redacted] is only interested in, [redacted] and what is right by herOur personnel are not drones or robots** [redacted] has feelings to, and when you talk down to a salesman or sales manager, telling them what you [redacted] do, you can only push so far before they push backIt was all right for [redacted] to push (and push hard she did), but it’s not all right for the salesman to push back and say, NO! I [redacted] not condone ** [redacted] for raising his voice, when pushed by *** [redacted] ***, that is truly not acceptable behavior, but I [redacted] not reprimand him under the present conditions** [redacted] was in no way “Hostile”, “Violent” or “Threatening”! In short, he responded to an aggressive customer.In conclusion, what are we talking about here? The customer purchased hardware on December 10th of and contacts us on March 20th of 2014, informing us that she was shortedHow does anyone expect to ascertain satisfaction under those terms and conditions? Yet, what [redacted] failed to indicate in her letter is that S&H had provided a compromise with reference to her claimS&H Hardware offered her to purchase replacement material at a steeply discounted price, where S&H Hardware would absorb 50% of the cost of the merchandise, all in the interest of customer service, obviously this is not acceptable to herIt is unfortunate that this customer is self-absorbed and cannot see the predicament that she has created from the eyes of the vendorA lot of things can happen to merchandise once the product leaves the showroom, especially when taken out of the country in luggage on an airliner, S&H Hardware cannot and [redacted] not take responsibility for thatFinally, if *** [redacted] was taken with fear by ** [redacted] ’s raised voice, then why did she remain in the showroom continuing a confrontation? Why did this customer pursue her cause with ** [redacted] , causing ** [redacted] to walk away from her?Once again, [redacted] ***s’ epithets as reference to hostile, aggressive and violent behavior are simply plain non-sense and fabrication!Respectfully