S & H Hardware & Supply Company, Inc.

[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: ***
I am rejecting this response because
On November 12,
I placed an order for handles at S&H Hardware and Supply. The order total was $at which time I
paid a 50% deposit. I was asked if I
wanted to pay shipping cost that were exuberant. I was told it would be about $70.00. The salesman indicated that if I choose not
to pay the shipping, my order will be included in other customer’s orders and
that it could be to weeks. I agreed
to wait.
During the third
week of December my husband stopped in to see if the order was in. He spoke with a salesman named *** who
checked on the order. He told my husband
that they were being shipped Friday Dec20th.
My husband asked if the store was open on Christmas Eve and he was told
it was. He stopped at the store
Christmas Eve and the order had not arrived yet. The day after Christmas he stopped in again
and still the order had not arrived. He
was told that we would receive a phone call when the order arrived
Around January 15th
my husband stopped in to check on the order.
He was helped by a young man who indicated the order was not in
yet. On January 17th I called and
inquired about the order At first ***
indicated that he thought they came in.
Upon further inquiry, he said that it was not there but that he would
call the factory and find out what the story was. He said that he would call me back I did not receive a call back until late
morning January 21st from *** who said that the order will be
shipped the week of January 26th and it will take about four days after the
ship date Due to the length
of time it has taken to receive this product we told *** that I wished to
cancel my order. He told my husband that
the company that the order was placed with charges a 25-50% restocking
fee. My husband asked why would there be
a restocking fee if the product had not been shipped yet. When
I got back on the phone I asked *** for the contact information for the company
that the handles were ordered from. He
said that he would not provide me with the information I requested. As the paying customer I believe that I have
the right to know what company the products I am paying for comes from. *** also said that they have received about
orders from the company since I placed my order. I find it hard to believe that if that many
orders were placed and received, our order could not have been shipped. I asked for the cancelation fee and *** told
me that he would have to contact the company to cancel an order and it would
take 24-hrsto find out what the cancelation fee would be. I asked him if he could call to find out but
he said he had to send an e mail. I
asked to speak to a supervisor and *** indicated that he was the manager but I
could e mail *** ***, one of the owners.
I asked when he would be in for me to speak to. *** said that *** is not involved with the
day to day operations and is not often in the store. He said the only way I could talk to him is
to e mail him. I emailed *** *** that afternoon
explaining the situation and requesting a cancelation due to the delays and
misinformation provided
On January 27th I
called and spoke with *** again. He
informed me that the cancelation fee is 50% of the order price. He told me that my best bet was to take the
manufacture’s other offer (still not providing me with the manufacture’s name). He said that if the handles were not received
by February 14th, I could cancel without penalty. *** said that the handles were made but are
still in the finishing process. I
informed *** that I was not satisfied with that. I also informed him that I had not received a
response from the E mail that I sent to *** ***. The conversation was cut short because ***
said that the showroom was busy and he would call me back later that
afternoon.
*** called my back
the following day January 28th to continue our conversation. He explained that due to the factory having
days off at Thanksgiving and two weeks over Christmas time that the delay
should be excused and that time deducted from my 6-week delivery time. I respectfully disagreed with him pointing
out that on two different occasions we were told that the handles were done and
were scheduled for shipping. Both times
this was not the case. *** informed me that they never received my e
mail and that his IT department checked on it but found nothing. I asked him to verify the original e mail he
provided to me and it was the same address I sent the e mail to. I resent the e mail to *** *** again as
well as S&H hardware main site. I
also logged onto the web site and sent the email directly from the site.
I was extremely frustrated
with my experience and I asked again cancel my order and the $be
refunded on my credit card*** said that he would have to check with someone
higher than himself.
On February 5th
I still had not heard back from S&H Hardware. I went to the store and spoke with ***. I told him that I had still not heard back
from them. *** stated that he thought
*** sent me an e mail. He also said
that the handles should be shipped at the end of this week. I told him again that I do NOT want the handles,
I want my order canceled and my money refunded to my credit card. He told me to hold on while he went in the
back. He returned a short time later and
said “*** said no”. *** said that ***
would send me an e mail today confirming such.
*** again promised the handles by Feb 14th and said that he
spoke to the manufacture and that if it was not received, I would not have to
pay the cancelation fee.
Still upset that we
had been told that the handles had been on a truck to be shipped twice and now
we were told they were in the final production stages. The fact that we were not given the
manufactures name despite asking for it twice.
I did not receive a response to any of the four emails I sent. When I asked for written notice from ***
regarding ***, He said I would receive an e mail latter that day. I have still not been contacted by S&H
Hardware since that day regarding my order or my complaint On February 6, I
contacted my credit card coregarding the issue. It is a Credit Union and they send the
dispute to a third party. We received a
letter with S&H Hardware’s reply to the dispute. Similar to the reply letter they sent to you
it claims that we refused to pay shipping and handling and that we were well
aware of the delay in delivery. The
third party denied the claim based on the fact that I signed a contract for a
“special order” and that we were just trying to get out of it.
S&H Hardware has
a showroom packed with thousands of sample handles and pulls of every
kind. They do not warehouse product and
everything purchased must be ordered. In
November when I signed the form the salesman ***, indicated to me that the
shipping was going to be around $70.00.
I asked him what the wait time was if I paid the shipping and he said it
might come in a week or two earlier.
When I asked him how long it would take he stated 6-weeks. This is why after weeks my husband went to
the store to see if they were in. We
continued to contact S&H Hardware regarding the handles and on January 21st
I requested a cancelation WEEKS after the product was ordered and a 50%
deposit was paid. I sent an email to
*** *** as directed by ***. After
no e mail reply I again e mailed *** on January 28th
requesting again that the order be canceled (This was after we were told that
the product was in finishing and had still not been shipped). It wasn’t until Feb 5th when I
went to the store and *** refused to see me (weeks after the order
was placed.) That I contacted the Credit Union.
It is my contention
that *** business practices are unethical. He claims that the original quoted shipping
price was $12. I was told on the day I
placed my order the charges would be around $70.00. S&H Hardware also claims that February 6th
was the first time I notified them of my wish to cancel the order. This is also untrue. I have e mail documentation sent to **
*** on January 21st and January 28th requesting
cancelation By this point there had
been attempts to resolve this issue Either my husband was lied to when he was told
that the product was on the truck in December or I was lied to when I was told
by the same salesmen (***) that they were still in production in February S&H Hardware claim is that we did not
abide by the contract we signed. We
waited until two weeks after the promised delivery date to attempt to cancel
the order. The day I ordered the product
I was told 6-weeks. NOT weeks or
moreS&H Hardware did not abide by the contract by providing the product
in the promised time. If in fact the
product was delivered to the store on the 20th as claimed, it would
have been weeks plus since the order was placed, well passed the promised
6-weeks
Had I gone to the RevDex.com website prior to ordering my handles at their business I would
have seen that they had a Revdex.com rating of F I would have never ordered or conducted business
with S&H Hardware. I can imagine the number of people who get
caught up in their unethical business practices that don’t take the time to
report it.
In review, the
product was ordered on November 11,2013.
The product was not a special order, no personalization, nor special
request for modification. Just a brass
handle that they did not stock. I was
given the paperwork for the order and asked for a 50% deposit. I provided my debit/*** card and I signed
the form. I was promised the handles in
6-weeks because they would be shipped with other orders. I was told that I could have the handles in
four weeks if I paid shipping and handling to have my order shipped separately
from other orders. I was told that this
service was around $70.00. I elected to
wait the addition 2-weeks due to the high cost of shipping. If the cost was I would have gladly paid
it. After weeks we contacted S&H
hardware and were told it was scheduled to be on a truck for delivery on
December 20th. My husband
returned to the store on the 24th and 26th of December
but the handles were not there. The
salesmen *** told us he would call us when they came in. January 15th my husband stopped at
the store again but still no handles. We
contacted *** via phone on January 17th inquiring about my
order. We spoke to *** again on the 21st
of January and were told the handles were to be delivered by the 26th. I requested the manufactures name on that day
but *** would not provide it to me. I
asked to speak to a manager but I was told the only way I could speak to him
was through e mail. On the 21st
I e mailed one of the owners *** *** requesting a cancelation. On January 27th I contacted ***
again and the order was still not in. He
said that he could not talk because it was too busy. *** returned the call on January 28th
during our conversation I informed *** that I still had not gotten a response from
***. I resent the email on the 28th
to *** ***, S&H Hardware, and left a copy on the website directly. Also requesting a cancelation of my
order. When I received no response I
went into the store on February 5th.
I asked to speak with ***. ***
went into the back of the store and was gone for approxmin. When he came back his reply to me was “***
said no” I asked for a response in writing and *** said that I would receive a
response from *** via e mail later this afternoon *** also reiterated that the product would be
in the store on February 14th and if it was not, I did not have to
pay the cancelation fee. I received no e mail so I contacted my credit
card co. I did not Contact S&H again
due to the dispute with the credit card co.
I was notified by the credit union March 16th via mail that
the request was denied due to my signature on the form. I called them to dispute this and have it go
to arbitration. Due to a third party handling
the disputes the credit union has no further say. Included in this documentation was a rebuttal
similar to the one that was received by your office from S&H Hardware. It does not reflect the true events in this
case at all.
Thank you for your
consideration in this matter
Regards,
*** ***

August 06, Dear *** ***:
This letter is in reference to S&H Hardware's completed “Special Order” Invoice document number *** for “Special Order” decorative interior door hardware (Knob & Door Knob Plate Set)This is hardware that the customer opted to
purchase, with full knowledge of “Special Order” non-stocking status with S&H Hardware and the manufacturerAlthough the customer was provided several hardware options that were standard offerings from our manufacturer's with four to six week lead times, the ***'s opted to “Special Order” hardware that was not hardware listed in any standard configuration and in “Special Order” finish, not readily available.On December 18th, *** *** visited our showroom looking for door hardware to restore an older homeWorking with her salesman, MrJim S*** (our showroom manager), *** *** was offered multiple hardware options*** *** desiring a special finish and other intricacies for the door hardware, opted for hardware that was to be made to order and in a “special order” finish, not ordinarily available and only available as “Special Order” with our manufacturers*** *** was informed at that time, that this would be a long lead time with a minimum of twelve to sixteen week lead timeAs *** *** has indicated, she didn't make her first contact until April 11th, 2015, demonstrating this customer's understanding that the order was a long lead time due to it's custom natureAt the time of *** ***'s telephone call on April 11th, 2015, the customer was informed that the crystal doorknobs were about ten days to two weeks from arrivalMrS*** also informed the customer that the “***” doorplates did not have an ETA by the manufacturer at that time, as they were still in manufacturingOn May 30th, (about six weeks latter) *** *** called the store to inquire about the orderAt that time *** *** was informed that the crystal knobs were in and that we were awaiting the delivery of the “***” doorplatesOn July 7th, *** *** came into the store to pick up the crystal knobsAt that time she was again informed that we were just awaiting delivery of the “***” doorplates, and that the manufacturer confirmed that they were manufactured and in finishing and that we would have them shortlyThe “***” doorplates were received from the manufacturer on July 17th, completing the customer's “Special Order”Yes, the product had a long lead-time, but the customer was informed, prior to the order, that this order had a minimum lead-time of twelve to sixteen weeksThe optimal word here, was “minimum”, as this hardware was “Special Order” with the manufacturer in a finish that was a very difficult and “special finish”The reference that *** *** makes to S&H Hardware offering a refund is fallacious*** *** was informed that if the manufacturer could not provide the merchandise as order, that of course S&H Hardware would refund her deposit for that hardware, but in no instance did S&H Hardware of any of S&H Hardware's representative offer a refund during this period.Most communication with *** *** was done by e-mail, and there is no conversation of a refund in any e-mail correspondenceThe only mention of a refund was in an e-mail, where MrS*** indicated that the paperwork was referred to the home officeAgain, it goes without saying that if we could not supply a product, S&H Hardware would be obligated to refund any moneys paid by the customer toward that productBut the manufacturer had manufactured and delivered the “special order” merchandiseOur office could not consider offering a refund, when the merchandise had already shipped from the manufacturer and the manufacturer was already paid for the productOnce again, we understand that the order took substantially long to deliver, but that was a precursor on this orderThe customer was well informed that the product they were ordering was not off the shelf, assemble, out the door merchandiseThe hardware was manufactured under the criteria and non-stocking finish that they chose and required, thus the “Special Order” status and the long lead-timeThis is hardware that was “Special Order” for the manufacturer*** *** entered this transaction with open eyesAttached please note the “Terms & Conditions” page, bearing *** ***'s signatureThe order is for hardware that was made to order under the customer's specifications*** *** did not want to compromise for hardware that was industry standard and available, hardware that would have been two to three week deliveryInstead, the customer opted for hardware that was not industry standard, readily available hardware, and was well aware that this hardware had long lead times, having been informed a minimum of twelve to sixteen weeksIf the customer had reservations about the long lead time, she had every opportunity to cancel this order withe first twelve weeks of the order, where we could have canceled the order with the manufacturer without cost or penalty, not to wait until ten days prior to our receipt of the balance of the customer's orderPlease note the order had shipped out at the time the customer requested cancelation and a refund for the order, ten day's prior to S&H Hardware's receipt of the orderThe hardware was shipped out of the west coast, bearing a five working days or ten week day delivery, substantiating S&H Hardware's claim that the hardware had shipped prior to the customer's request to cancel and refund the orderFinally, although it is always S&H Hardware's intention to satisfy all our customers, under the present terms and conditions, this is not possibleAlthough we would love to satisfy our customer, S&H Hardware cannot refund the customer for hardware that was custom made to order under the customer's request; when S&H Hardware has received the custom hardware that was ordered by our customerIn addition, the manufacturer has been paid for this hardware prior to manufacturer of the hardware as is terms in our industry, in addition to all costs of freight and shipping in from that manufacturerIn Addition, This manufacturer will not contemplate any return or restocking of this order due to the “Special Order” nature of the hardware
In conclusion, S&H Hardware has the “Special Order” that *** *** had order (since July 17th, 2015) on our sales order #***The customer was well aware of the “Special Order” and custom nature of this order, along with long supplier lead timesUnfortunately, some of these orders take longer to satisfy than others, being dependent upon the manufacturerUnder the present circumstances, S&H Hardware is unable to offer this customer any refund on an order that we were able to fulfillThe customer had agreed to the “Terms & Conditions” of the sale, (Terms & Conditions page attached)We apologize for all the delays in the manufacturer, but this is the nature of custom “Special Order” hardwareRespectfully,Stewart S.
Hardware Operation Manager

August 23, Dear *** ***:
This letter is in reference to *** ***'s complaint on a transaction from March 11th, 2014, with reference to a security door for *** ***'s home*** *** came into our establishment shopping for three security doors for her homeShe
had previously shopped at *** ***, having come into our store with pricing from *** ***.In fact, *** *** was shopping the doors, without the sales personnel from S&H Hardware seeing the pricing that she had obtained from where we had previously shopped*** *** priced all three doors with S&H and for each of the sizes that she priced (without knowledge of what this customer was quoted by *** ***) S&H Hardware was ***r on cost on each of those doors*** *** was informed that S&H Hardware utilizes an independent, third party installerShe was also informed that we could not nor would not order the door without our independent installer's survey and measure so that whatever door was ordered for her, the door would be the proper doorIf we did not provide this service, S&H Hardware would not be responsible for the door working and being appropriate for her residenceThe 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 salesman, MrJames S*** had informed *** *** that she should have the contractor survey and make the measure prior to her order but the customer, wanting to expedite this order, just wanted to place the order and agreed that the door could be a little more or a little less, dependent on the measure and the actual door required for the jobThe 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 were installedAs for the delay of the measure by the independent contractor, it was unfortunate, but the installer's father had just passed away (S&H Hardware had no prior knowledge) at the time that this order was written upThe man's father was out of state and the installer had lost six weeks of his work schedule due to his lossMrS*** had informed *** *** of this unfortunate scenario, expecting that she would be somewhat understandingThere were absolutely no excuses for the delay, simply the man unexpectedly lost his father, and had to take care of his affairs*** ***'s response was off the wall, and completely lacking in compassionHer response was, “PEOPLE DIE!” “What is this guys problem?” “Life goes on".Unfortunately it's not that simple and yes, we were delayed in the measure for the customerBut once the measure was completed, the contractor marked that a 31" x 78” door will not fit in a 33” x 80” OpeningThe size that *** *** specified, as the salesman had presumed was wrongAgain, upon the way the order for this door was taken, the salesman ordered the correct door, and as *** *** previously agreed to, it would be a little more than the smaller door that was previously specifiedPlease note, the order was written up as subject to measureThe customer had agreed to the terms and had agreed that if the door is a little more or less, it's not a problemThe customer just wanted to get the door ordered, I cannot emphasize enough, that the survey and measure was offered prior to taking the order for the door*** *** declined this in favor of expediency, agreeing that the cost could change depending on the actual measureFinally, when the door came in from the manufacturer, *** *** was contacted and informed of the balance dueMrS*** informed *** *** the cost of installation was $295.00, not the $that she purportsS&H Hardware never quoted installationIn addition, *** *** was told that if the installation were for three doors, the cost per door would go down to $per doorWe still are at issue with *** ***'s argument and complaint with reference to this security door and this orderThe 31” x 78” door that we had priced as per her specification from *** *** were wrong and this door would not work in her homeThe correct door size is 33” x 80” as per the independent contractor's measure prior to ordering the doorThe difference between the costs of the two doors is $The only other difference was in the actual and estimated freight cost of bringing the door in form the manufacturerThe 31” x 78” door was capable of being delivered by *** and therefore the cost of freight much more modest, the 33” x 80” door had to be delivered by common carrierThis line item indicates that this is an approximate price and that the actual charges are based on the actual cost of freight inLastly, but not least, with this letter, this is the first time that S&H Hardware is hearing of a problem with respect to the customer and the doorThe door was ready for the customer's receipt over six weeks agoThe customer was contacted and informed of the order being fulfilled and *** *** informed MrS*** that she was unable to pick up the door due to financial reasons*** *** was offered a payment plan where she could pay the balance in thirty days like a lay-a-wayAt that time *** *** agreed to this, confirming with MrS*** with an e-mail, indicating that she wanted the door and would be sending in her paymentIn conclusion, S&H Hardware cannot agree to *** ***s request that she only pay for the 31” x 78” door when we are supplying a larger (correct) door and that she previously agreed that the door and price was “Subject to Measure” and now none of this matters nowIf the door as *** *** had incorrectly specified would work, then why would we change the order to a 33” x 80” door? In addition, the measure and verification of the door is normally a $cost to the customer*** *** was not charged for this survey and measureThis was a gratis and customer good faith that S&H Hardware incurred to insure that the customer received a product that would workAgain, if S&H Hardware were to supply the wrong door as per the *** *** specification, and the customer went to install the door and of course it wouldn't fit, where would we be then? There is no changing the fact that the larger door is more costly than the smaller door and that the smaller door will not work where the larger door is requiredAt this time, S&H Hardware would like to finalize this transaction with this customer*** *** 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 *** ***'s expenseThe balance due is $Respectfully,
Stuart SHardware Operation Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 Mr. S[redacted] how much it was going to cost me to get my door from [redacted] and I did not want to pay that much. There was noting wrong with the measure that [redacted] gave me. I did not want to pay alot for my door and that what I told Mr. S[redacted]. This is a small Hardware Store that trying to stay in business, so they are going to try anything to stay in business. The 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 home. And they lie about the response I gave about this man unexpectedly lost of this father, that hurt. I would not have said anything thing like that , I just lost my father in Nov 2013 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 business. This 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 door. He sent it after I told him I did not want to used his handlyman to put up my door 
up door. This 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 door. This 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 invoice. Mr James S[redacted] lie about alot of thing in this letter Before I had [redacted] measure my door I had someone door the door first. So when they sent theso call contractor out that was the third time the door  was measure. In 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 store. I 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 letter. For 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 felt. He did not call me about the change in the measurement , or that the amount of the door would change. I do not want to do business with them. I would like to have my money back. If 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 [redacted]'s. This Business has 12 complaints against them I make number 13 with the Revdex.com. Thank you, looking forward to hearing from you. 
Regards,
[redacted]

April 12, 2014
Dear [redacted]:This letter is in reference to a complaint made by [redacted] with reference to a ‘‘Special Order” made by his wife, [redacted], S&H Hardware sales order number, [redacted]/* placed on November 12®, 2013. The customer has made many ludicrous and...

unsubstantiated untrue accusations, with a disregard to the actual facts and terms of this transaction. This Revdex.com complaint letter is the [redacted]’s continued attempt to cancel this “Special Order” hardware, hardware that has been in and ready for their pickup since, February 20th, 2014.The contested order was placed by, [redacted] on November 12th, 2013. From the order’s inception, this order was made with specific “Special Terms”, due to the requirement that the customer not incur any freight charges for the incoming order from the manufacturer. The customer insisted that they not be responsible for the cost of freight in from the vendor. The customer was then informed that S&H Hardware could do this by piggy backing their order with other customer orders, but that this would put the lead-time for the order at a minimum of eight plus weeks. The customer was explained that this long lead time was required only if we had to piggy back this order, since we would have the merchandise come in with other orders where those customer’s would basically pick up the cost. The customer was explained that the order lead-time was complicated by the upcoming holidays, Christmas and New Years, the reason for the “minimum” of eight plus weeks.Prior to any “Special Order” being written up, any deposit being taken, S&H Hardware asked and requested the customer’s approval and acceptance to these terms and conditions. At that time, [redacted] agreed to the terms and conditions of the sales transaction, signing the sales order where “SPECIAL ORDER” was indicated and again signing the S&H Hardware “Terms and Conditions” page.It wasn't until February 6th, 2014 that [redacted] contacted S&H Hardware in an attempt to cancel her order, because she felt that the order was taking too long. Upon review of the scenario, [redacted]. [redacted] agreed that she was not going to pay the cost of freight, that she agreed to the lead time based on bringing her hardware order in with other customer’s orders, but felt that she did not want to wait any longer. After checking with our manufacturer and finding that the product was in the last stages of production and it was too late for S&H Hardware to cancel the order with the manufacturer, [redacted]. [redacted] was informed that it was too late to cancel the order, the hardware was already in in production with the manufacturer and would be in within another two weeks. The customer was informed that the hardware would be in and ready for the customer’s pick up no latter than February 20th, 2013.It was at this time, February 19th, that S&H Hardware received a charge back from Merchant Services with reference to the [redacted]’s transaction. S&H Hardware responded to the charge back at that time, our response being submitted on February 26th, providing copy of the sales order (where customer signed where “Special Order” was entered), signed “Terms & Conditions” page along with other pertinent documents. The response letter indicated that the hardware had been in, as promised since February 20th, 2013. In review, the customer’s credit card provider found in favor of S&H Hardware on the customer’s charge back.Finally, in direct response to [redacted]’s accusations, the hardware was delivered in accordance to the approximated delivery time frame. The customer could have had this hardware within a three to four week delivery period, if they would have placed this order under normal terms where they would be responsible for the cost of freight in from the manufacturer, an approximate $12.00 to $18.00 charge. It was the customer’s decision to delay their receipt of product because they didn’t want to incur any freight charges. The customer agreed to the conditions of a “minimum” eight plus week delivery. In addition, the sales order was provided along with the “Terms and Conditions”, all of which the customer agreed to and signed. What communications did **. [redacted] wish to have in writing? Everything that should have been provided in writing was provided and signed for.In addition **. [redacted] also makes the accusation that S&H Hardware would not and did not provide the manufacturer’s name and information, a fallacious statement. Upon the customer’s selection, they were informed the name of the manufacturer. S&H Hardware never conceals the manufacturer of the products we supply. What we will not do is to provide any customer S&H Hardware’s confidential account number with the manufacturer or any other privileged information, not for public knowledge.**. [redacted]’s statement that “Business refused to cancel order when requested’' is not as simple as the statement states. First, part of that statement is that S&H Hardware had failed to provide the hardware in the time period as offered; a false premises. As provided, S&H Hardware provided the hardware in the lead-time as offered under the customer’s restrictions of freight cost. On the other side of the statement, S&H Hardware was not able to cancel the hardware from the manufacturer without incurring cancelation charges, charges in excess of the customer’s deposit left on the order.In conclusion, S&H Hardware strongly objects to this customer’s epithets and accusations. The delay in delivery is based on the customer’s decision to waive the cost of freight in form the manufacturer by piggy backing their order on other customer’s orders. The customer was informed that by doing so, the order would have a minimum lead time of eight plus weeks, due to the fact that normal delivery is approximately three to four weeks plus the time in freight and that we would need to wait on the sale of other merchandise by this manufacturer to place this order. The “Terms and Conditions” were explained to and agreed to by the customers prior to the sales transaction, as provided for on the signed sales order and “Terms and Conditions” Page.The customer denies having been informed that the hardware has been received, and yet the customer is in receipt of S&H Hardware’s response letter to the customer’s credit card charge back. Both the customer’s credit card provider and S&H Hardware’s copy of our charge back response letter informed the [redacted]’s that the hardware has been in since February 20th, 2014.Once again, the hardware has been in and is ready for the [redacted]’s receipt. The customer has not contacted S&H Hardware, has not replied to S&H Hardware’s charge back response or any of the facts provided for in our charge back dispute. This customer has not provided any paper work or documentation indicating anything to give their argument any credibility or merit. The [redacted]’s just don’t want the hardware and don’t want to abide by S&H Hardware’s “Special Order” policies and “Terms & Conditions”, a scenario that S&H Hardware won’t entertain.Respectfully,

September 04, 2014
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 home. She had previously shopped at [redacted], having come into our store with pricing from [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 response.
In 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 wanted. This is not what transpired, was spoken and agreed to and contracted. She 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 firm. This 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 signature. Again, the customer has made accusations that just aren't true. We 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 door. Again, I attached a copy of this e-mail with our original response. If you look at [redacted]'s response, it still holds the previous e-mail that it is replied from. It indicated that on June 13th, 2014 she received an e-mail from the salesman, Mr. S[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 pricing. This 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 due.
Finally, 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 thirteen. This 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 straight. First, there are ten complaints over three years with S&H Hardware, again over three years. S&H Hardware has responded to every complaint that has been filed against them with the Revdex.com. S&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 able.
As 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 made. The customer agreed to the measure and was aware that the price could and would vary a little dependent on the actual size required and needed.
The 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 remarks. This is what was said, and if [redacted] did not mean ill by these words, then so be it, but the words were spoke.
In conclusion, S&H Hardware will try to compromise with and accommodate [redacted] with reference to this security door. S&H Hardware will charge [redacted] $470.00 and not $562.00 for the 33" x 80” door, the price of the 31” x 78" door, but the customer will be responsible for the freight of $129.00. The Total of the order will be, $636.60 less the customer's deposit of $278.00, leaving a balance of $358.60.
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 installation. S&H Hardware does not mark up the cost of the installation, as the customer pays the installer directly. S&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 expense. With our compromise and accommodation, the balance due by [redacted] is $358.60.
Respectfully,Stuart S[redacted]Hardware Operation Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint [redacted] be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:   I have reviewed **. [redacted]’s response with great astonishment. Rather than take responsibility for their errors he proceeds to engage in character assassination of his customer, and more denials, half truths, and outright lies. The sad thing I would like to share with the Revdex.com and S&H hardware is how unnecessary this whole situation would have been if people would just have done their jobs, assumed responsibility, maintained their composure, and told the truth. If **. [redacted] offered real leadership he would have crossed his t’s and dotted his i’s, and looked into the matter himself, picked up the phone and called the vendor of the items in question, [redacted], where he would have found out the truth, and offered his sincere apologies to me for S&H’s error. Instead of checking the facts first, he took his colleague at his word without doing any verification, and ended up embarrassing himself with his defensive correspondence where he attacked me – the customer, – again showing the same anti-customer attitude to you that I experienced in virtually every one of my interactions with S&H, both in person and over the phone. **. [redacted] in his letter never assumed any responsibility, nor did he offer any apology or real solutions. It was just more attacks on his customer. On April 2nd, after my complaint was filed with Revdex.com, S&H offered to sell me the missing pistons for $38.50 a piece. They claimed that they were splitting their cost with me, and would assume half the cost of the product. When I researched this matter independently I was able to get a written quote for the same pistons for $31.47 a piece from another supplier. Turns out S&H lied to me again! Despite their claim, they were not going to assume 50% of the cost. They were just going to make me pay to receive the products I had paid for already. Therefore I  turned down their “generous offer.” I was not prepared to give them another dollar. On April 4th, after I received S&H’s response to my Revdex.com complaint, I contacted [redacted], the company where S&H was supposed to have ordered my parts. The pistons I needed were never ordered by S&H! Salice’s territory manager and their technical support department explained why the pistons were not in the box: it is a separate part number that was supposed to be ordered by S&H, and it should have come in a separate box. Yet, as stated, S&H just didn’t order the parts. Beyond the fact that the parts were never ordered, Salice’s territory manager was also very surprised by the fact that I had ordered and put down a 50% deposit on these lift mechanisms on October 7, 2013 (a fact documented by the sales receipts in my possession, which I’m happy to provide if necessary) and did not receive the merchandise until December 10, 2013 (again a documented fact).  He said that [redacted] processes their orders right away and I should have received the order by the end of October at the very latest. I explained to him that I was told by S&H that the products were detained in customs for weeks and that is why it took S&H two and a half months to deliver these items.  He said that these items are in stock at all times in their warehouse in the U.S.A.  Again, S&H failed to take responsibility for not processing my order in an efficient  manner and blamed [redacted] for the delay. When [redacted] became aware of the situation I was in, they in turn provided me with excellent customer service, and they even offered to ship the 4 pistons to my house at no charge at once.   [redacted] and I are 100% sure that the pistons were NOT in the boxes I received from S&H on December 10th. S&H does not have any paperwork or a packing list or digital photos of the pistons as **. [redacted]  alleges in his letter, because the pistons were NEVER shipped from the manufacturer. If S&H really had these documentation they could have seen in BOLD PRINT on the packing list where it said that the pistons are ordered separately. The truth is S&H never ordered them! Now, I understand that this can be an honest mistake. The issue is how a company deals with their mistake. Truth be told, at this point my major concern in this whole matter is not really the pistons. The situation with the pistons merely illustrate the degree of incompetence, customer deception, and lack of accountability at this establishment. Just reading S&H’s response to my complaints paints the picture of the company to perfection: hostile, belligerent, putting the blame on the customer, and as always, none of the issues could possibly have been their fault. Incompetence by itself is not dangerous, but incompetence, deceit, hostility, and aggression, combined with a lack of leadership and no sense of accountability poses a potential danger to the public. These episodes of hostility by S&H employees are not isolated cases, also a documented fact, not a fabrication. **. [redacted] can put all the blame he wants on me as I was advocating to get the products I had ordered and paid for, pretending that I was the aggressor here, but the fact remains that there were moments in my interactions with [redacted] at S&H where he appeared to be on the edge of losing self control, and I feared he might strike me. At this point, I don’t need anything from S&H any longer. Their vendor has offered to provide me the products I need at no charge, which [redacted] satisfy me. My purpose for this letter is to have it go on the record that S&H is a dangerous place to do business. Their ordering inaccuracy and delivery delays can endanger many a home or commercial construction project, and their aggressive, hostile response to any complaints could at some point endanger one of their customers physically. The public needs to be made aware of this very serious matter. Sincerely, [redacted]
Regards,
[redacted]

Had to return a valve fitting. Bought 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 anything. The manager was a nasty man with an ugly attitude. I will also tweet about my experience.

[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.]
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 receive a call from Mr. Jim S[redacted] on 9/04/2013 Telling me that they talk with their lawyer, and the lawyer told them they can go forward with trying
to get me to pay for the door. I let him know I have a lawyer too. He also told me they talk to the owner of the business, and he wanted them to honor the first contract. That all I and wanted them to do. When I spoke to Mr S[redacted] yesterday , I told him that they lie about what I said about the contractor losing his father. The whole time I
I was telling him about the lies he told , he was not arguring back with me. I told him that was hurtful for him to tell that lie. God don't ugly. I see that
this letter they send back to you they're still telling lies.  If I said all they are saying why is it that there going to honor the first contract.. Everything in this letter
is a lie. All I wanted was a door. All they had to do is stay in touch with me about the change in the side of the door and how much more it was going to cost
me. He never call me about the size of the door, I was not in a hurry to receive the door. So all this in these letter are lie, which it was no need for that. Yes I did
sign the first contract , This copy of the terms and condition they sent you that show my signture is the back of the contract. They  scan my signture on it showing
that I sign it . I sign the front of the contract not the back. I do not want to go back and fourth with this store, all I want was for them to honor the first contract or
give me back my money. They all need to pray to Jesus and stop doing some of the under handed thing that they do. When I spoke with Mr S[redacted] yesterday
I ask how much was the door, he told me that the balance from the first contract and the cost of the door being ship was $370.00 . And in this letter you just
email me , he said that they will hold the door for 30 days more days prior to returning it to restocking the door to the manufacturer under heavy restocking charges 
at my expense. He never said that to me when I spoke with him. And he telling you in this letter that the balance due by me is $358.60 which he told me a different
price. What do that tell you about this business, They are still trying to get over. I have to call them on Wednesday I will let him know I receive this response and the
price that's in this letter is different from what he told me. I would like to thank you for all your help, God blessed you.  
 
Regards,
[redacted]

April 03, 2014
Dear [redacted]:This letter is in reference to [redacted]’s complaint on a transaction from December 20th, 2013. [redacted]. [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 luggage. Month’s...

latter, after receiving and signing for the order, [redacted]. [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]. [redacted] and her husband actually incites a more callous position in our response to responding to her letter. S&H Hardware has been in business for over sixty years, over three generations. We pride ourselves in our expertise, depth of product and customer service, the reason that we’ve been in business for over sixty years. What we don’t and won’t tolerate is being taken advantage of, in any pretense. In this case, we attempted to take the right path, but once again [redacted]. [redacted] has taken another issue, taking this scenario to a new level.After reading [redacted]. [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]. [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 division. Each 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 field. When there is a problem, this is handled by the departmental manager. If 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 scenario. With [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 transaction. Exemplified 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 letter. The customer purchased the hardware to which she received and signed for on December 20m, 2013. 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]. [redacted] did. Yet, even at the length of time between the transaction and time of the claim, **. [redacted] took the time and troubles to investigate the transaction. First, he had our order receiving department pull the packing list for the “proposed” shorted items to insure that they were received. He 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], [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]. [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]. [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]. [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]. [redacted] to try to help. He understood there was a problem, that this customer had pushed away the showroom manager from wanting to do anything at all for her. He 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 receipt. This 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 her. Our 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 back. It 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]. [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 2013 and contacts us on March 20th of 2014, informing us that she was shorted. How 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 claim. S&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 her. It is unfortunate that this customer is self-absorbed and cannot see the predicament that she has created from the eyes of the vendor. A 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 that. Finally, if [redacted]. [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

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 problems. At 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 weeks. The 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 order. No excuses or fabrications for the delay, just the actual honest facts.
The order arrived a little more than ten working days latter, the customer called and the order then picked up. There 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 functioning. If 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 store. S&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, Mr. James 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 cylinders. This 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 issue. S&H Hardware was not contracted to install this hardware, did not install this hardware and was only the supplier of the hardware. Our liability simply rests with the supply and delivery of functioning hardware, and S&H Hardware met this criteria.
On 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 hardware. In 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” backset. The hardware was delivered, set up for this criterion. After 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 homeowner. S&H Hardware can only provide hardware as specified on the order.
What [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 issues. What [redacted] was told was that S&H Hardware would not send out our installer to resolve his issues without charge or costs. His 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 concern. Mr. S[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 Mr. S[redacted] responded that he is over reaching and demanding for services that are not due. Mr. S[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 store. Again, Absolutely Nothing Was Done To The Hardware except to put the passkeys into the lock and to turn the keys in the cylinders. What [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 issue.
Additionally, Mr. S[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 problem.
In conclusion, S&H Hardware finds [redacted]'s comments ludicrous misleading and insulting. S&H Hardware has maintained our professionalism by entertaining this customer's concerns and demands. S&H Hardware has never provided lame excuses at any point with this order and has never evaded our responsibilities and customer service. The 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 employed. We 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 service.
Respectfully,
Stuart S. 
Hardware Operation Manager

Review: On March 11,2014 My brother take me to S&H Hardware store to see about a security door, I explan to the sale person which name is Jim S[redacted], that I did not want to be paying alot for a door. I told him that I had [redacted] come out and take the measurement of my doors. I have three outside doors, But I was only going to purchase a door for the front. Mr. S[redacted] took the measurements that I had from [redacted] which was 31"x 78 and wrote up a contract. On this contract show the measurement from [redacted] and what color I wanted the door. The contract show how much the door would cost me which he put $470.00 and for the it stated that the customer is ressponsible for the cost of freight which his has $ 49.00. The total cost of the door was $556.60 I gave him a deposit of $ 278.00 on March 11,2014. He told me he was going to sent someone out to my house to take the measurement of my doors again, because [redacted] measurement migh not be correct. This person did not come to my home until the end of April. I was calling and I stop by store asking Mr S[redacted] why it was taking so long for them to sent someone to my home, He kept giving me different excuses for this handy man he was sending. The handy man finally came out to do the doors. I did not hear back for Mr S[redacted] until June, me calling the store and asking when was my door going to be ready. When I sent him a email that's when he call me to tell me the door was ready. I ask how much was it going to be for the installation to have the door put up. This man told me about $ 350.00 . I told him I would find someone to put the door up , that I did not want to paid that much. He email another contact that I did not sign showing the amount of the door was more. It show a different size for the door and the color white. It seems like when I told him I would get someone else to do the door the price went up. I want the door at the same price he told me on the first contract. I have both contracts one is showing my signature the other one do not. This man never call me to tell me the price would change never told me the size of the door was different . And never ask me to come in and sign the other contract. He sent to me in a email. I never sign it He did offer a payment plan that after I told him I was out of work and I can not afford to pay the amount for the door.. I want the door at the price on the first contract or I want my deposit back. I do not like how he do business, I only been living here in this area for about 8 month , I have family that live up here . I was told after I pay my money that this is not a good hardware store to go to, I guest I will be doing my business back with [redacted] or [redacted] and not mess with these little hardware in the neighborhood. Please can you help me get my money back or the door at the first price quoted. Thank youDesired Settlement: Like I said above I would like to have my door at the same price that on the first contract or my deposit of $278.00 back. My order number is [redacted] for the door and it on the contract

If you need to see the contract I have I can send them to you. Thank you for all your help.

Business

Response:

August 23, 2014Dear [redacted]:This letter is in reference to [redacted]'s 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 home. She had previously shopped at [redacted], having come into our store with pricing from [redacted].In fact, [redacted] was shopping the doors, without the sales personnel from S&H Hardware seeing the pricing that she had obtained from where we had previously shopped. [redacted] priced all three doors with S&H and for each of the sizes that she priced (without knowledge of what this customer was quoted by [redacted]) S&H Hardware was [redacted]r on cost on each of those doors.[redacted] was informed that S&H Hardware utilizes an independent, third party installer. She was also informed that we could not nor would not order the door without our independent installer's survey and measure so that whatever door was ordered for her, the door would be the proper door. If we did not provide this service, S&H Hardware would not be responsible for the door working and being appropriate for her residence. The customer agreed to the measure and was aware that the price could and would vary a little dependent on the actual size required and needed.The salesman, Mr. James S[redacted] had informed [redacted] that she should have the contractor survey and make the measure prior to her order but the customer, wanting to expedite this order, just wanted to place the order and agreed that the door could be a little more or a little less, dependent on the measure and the actual door required for the job.The 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 were installed.As for the delay of the measure by the independent contractor, it was unfortunate, but the installer's father had just passed away (S&H Hardware had no prior knowledge) at the time that this order was written up. The man's father was out of state and the installer had lost six weeks of his work schedule due to his loss. Mr. S[redacted] had informed [redacted] of this unfortunate scenario, expecting that she would be somewhat understanding. There were absolutely no excuses for the delay, simply the man unexpectedly lost his father, and had to take care of his affairs. [redacted]'s response was off the wall, and completely lacking in compassion. Her response was, “PEOPLE DIE!” “What is this guys problem?” “Life goes on".Unfortunately it's not that simple and yes, we were delayed in the measure for the customer. But once the measure was completed, the contractor marked that a 31" x 78” door will not fit in a 33” x 80” Opening. The size that [redacted] specified, as the salesman had presumed was wrong. Again, upon the way the order for this door was taken, the salesman ordered the correct door, and as [redacted] previously agreed to, it would be a little more than the smaller door that was previously specified.Please note, the order was written up as subject to measure. The customer had agreed to the terms and had agreed that if the door is a little more or less, it's not a problem. The customer just wanted to get the door ordered, I cannot emphasize enough, that the survey and measure was offered prior to taking the order for the door. [redacted] declined this in favor of expediency, agreeing that the cost could change depending on the actual measure.Finally, when the door came in from the manufacturer, [redacted] was contacted and informed of the balance due. Mr. S[redacted] informed [redacted] the cost of installation was $295.00, not the $350 that she purports. S&H Hardware never quoted installation. In addition, [redacted] was told that if the installation were for three doors, the cost per door would go down to $275.00 per door.We still are at issue with [redacted]'s argument and complaint with reference to this security door and this order. The 31” x 78” door that we had priced as per her specification from [redacted] were wrong and this door would not work in her home. The correct door size is 33” x 80” as per the independent contractor's measure prior to ordering the door. The difference between the costs of the two doors is $92.00. The only other difference was in the actual and estimated freight cost of bringing the door in form the manufacturer. The 31” x 78” door was capable of being delivered by [redacted] and therefore the cost of freight much more modest, the 33” x 80” door had to be delivered by common carrier. This line item indicates that this is an approximate price and that the actual charges are based on the actual cost of freight in.Lastly, but not least, with this letter, this is the first time that S&H Hardware is hearing of a problem with respect to the customer and the door. The door was ready for the customer's receipt over six weeks ago. The customer was contacted and informed of the order being fulfilled and [redacted] informed Mr. S[redacted] that she was unable to pick up the door due to financial reasons. [redacted] was offered a payment plan where she could pay the balance in thirty days like a lay-a-way. At that time [redacted] agreed to this, confirming with Mr. S[redacted] with an e-mail, indicating that she wanted the door and would be sending in her payment.In conclusion, S&H Hardware cannot agree to [redacted]s request that she only pay for the 31” x 78” door when we are supplying a larger (correct) door and that she previously agreed that the door and price was “Subject to Measure” and now none of this matters now. If the door as [redacted] had incorrectly specified would work, then why would we change the order to a 33” x 80” door? In addition, the measure and verification of the door is normally a $75.00 cost to the customer. [redacted] was not charged for this survey and measure. This was a gratis and customer good faith that S&H Hardware incurred to insure that the customer received a product that would work. Again, if S&H Hardware were to supply the wrong door as per the [redacted] specification, and the customer went to install the door and of course it wouldn't fit, where would we be then? There is no changing the fact that the larger door is more costly than the smaller door and that the smaller door will not work where the larger door is required.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 installation. S&H Hardware does not mark up the cost of the installation, as the customer pays the installer directly. S&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 expense. The balance due is $457.96.Respectfully,Stuart S.Hardware Operation Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [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 Mr. S[redacted] how much it was going to cost me to get my door from [redacted] and I did not want to pay that much. There was noting wrong with the measure that [redacted] gave me. I did not want to pay alot for my door and that what I told Mr. S[redacted]. This is a small Hardware Store that trying to stay in business, so they are going to try anything to stay in business. The 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 home. And they lie about the response I gave about this man unexpectedly lost of this father, that hurt. I would not have said anything thing like that , I just lost my father in Nov 2013 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 business. This 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 door. He sent it after I told him I did not want to used his handlyman to put up my door

up door. This 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 door. This 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 invoice. Mr James S[redacted] lie about alot of thing in this letter Before I had [redacted] measure my door I had someone door the door first. So when they sent theso call contractor out that was the third time the door was measure. In 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 store. I 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 letter. For 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 felt. He did not call me about the change in the measurement , or that the amount of the door would change. I do not want to do business with them. I would like to have my money back. If 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 [redacted]'s. This Business has 12 complaints against them I make number 13 with the Revdex.com. Thank you, looking forward to hearing from you.

Regards,

Business

Response:

September 04, 2014Dear [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 home. She 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 response.In 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 wanted. This is not what transpired, was spoken and agreed to and contracted. She 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 firm. This 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 signature. Again, the customer has made accusations that just aren't true. We 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 door. Again, I attached a copy of this e-mail with our original response. If you look at [redacted]'s response, it still holds the previous e-mail that it is replied from. It indicated that on June 13th, 2014 she received an e-mail from the salesman, Mr. S[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 pricing. This 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 due.Finally, 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 thirteen. This 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 straight. First, there are ten complaints over three years with S&H Hardware, again over three years. S&H Hardware has responded to every complaint that has been filed against them with the Revdex.com. S&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 able.As 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 made. The customer agreed to the measure and was aware that the price could and would vary a little dependent on the actual size required and needed.The 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 remarks. This is what was said, and if [redacted] did not mean ill by these words, then so be it, but the words were spoke.In conclusion, S&H Hardware will try to compromise with and accommodate [redacted] with reference to this security door. S&H Hardware will charge [redacted] $470.00 and not $562.00 for the 33" x 80” door, the price of the 31” x 78" door, but the customer will be responsible for the freight of $129.00. The Total of the order will be, $636.60 less the customer's deposit of $278.00, leaving a balance of $358.60.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 installation. S&H Hardware does not mark up the cost of the installation, as the customer pays the installer directly. S&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 expense. With our compromise and accommodation, the balance due by [redacted] is $358.60.Respectfully,Stuart S[redacted]Hardware Operation Manager

Consumer

Response:

[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.]

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 receive a call from Mr. Jim S[redacted] on 9/04/2013 Telling me that they talk with their lawyer, and the lawyer told them they can go forward with tryingto get me to pay for the door. I let him know I have a lawyer too. He also told me they talk to the owner of the business, and he wanted them to honor the first contract. That all I and wanted them to do. When I spoke to Mr S[redacted] yesterday , I told him that they lie about what I said about the contractor losing his father. The whole time II was telling him about the lies he told , he was not arguring back with me. I told him that was hurtful for him to tell that lie. God don't ugly. I see that this letter they send back to you they're still telling lies. If I said all they are saying why is it that there going to honor the first contract.. Everything in this letteris a lie. All I wanted was a door. All they had to do is stay in touch with me about the change in the side of the door and how much more it was going to costme. He never call me about the size of the door, I was not in a hurry to receive the door. So all this in these letter are lie, which it was no need for that. Yes I didsign the first contract , This copy of the terms and condition they sent you that show my signture is the back of the contract. They scan my signture on it showingthat I sign it . I sign the front of the contract not the back. I do not want to go back and fourth with this store, all I want was for them to honor the first contract orgive me back my money. They all need to pray to Jesus and stop doing some of the under handed thing that they do. When I spoke with Mr S[redacted] yesterdayI ask how much was the door, he told me that the balance from the first contract and the cost of the door being ship was $370.00 . And in this letter you justemail me , he said that they will hold the door for 30 days more days prior to returning it to restocking the door to the manufacturer under heavy restocking charges at my expense. He never said that to me when I spoke with him. And he telling you in this letter that the balance due by me is $358.60 which he told me a differentprice. What do that tell you about this business, They are still trying to get over. I have to call them on Wednesday I will let him know I receive this response and the price that's in this letter is different from what he told me. I would like to thank you for all your help, God blessed you.

Regards,

Review: Product not delivered in promised time and continued to put off delivery date. Business refused to cancel order when requested after the delivery date. Business refused to provide manufacture name or information to customer. Business refused to put communications in writing regarding contacts made. Business has still not contacted customer that merchandise is available.Desired Settlement: Refund the deposit of $156.00 to the [redacted] card used

Business

Response:

April 12, 2014Dear [redacted]:This letter is in reference to a complaint made by [redacted] with reference to a ‘‘Special Order” made by his wife, [redacted], S&H Hardware sales order number, [redacted]/* placed on November 12®, 2013. The customer has made many ludicrous and unsubstantiated untrue accusations, with a disregard to the actual facts and terms of this transaction. This Revdex.com complaint letter is the [redacted]’s continued attempt to cancel this “Special Order” hardware, hardware that has been in and ready for their pickup since, February 20th, 2014.The contested order was placed by, [redacted] on November 12th, 2013. From the order’s inception, this order was made with specific “Special Terms”, due to the requirement that the customer not incur any freight charges for the incoming order from the manufacturer. The customer insisted that they not be responsible for the cost of freight in from the vendor. The customer was then informed that S&H Hardware could do this by piggy backing their order with other customer orders, but that this would put the lead-time for the order at a minimum of eight plus weeks. The customer was explained that this long lead time was required only if we had to piggy back this order, since we would have the merchandise come in with other orders where those customer’s would basically pick up the cost. The customer was explained that the order lead-time was complicated by the upcoming holidays, Christmas and New Years, the reason for the “minimum” of eight plus weeks.Prior to any “Special Order” being written up, any deposit being taken, S&H Hardware asked and requested the customer’s approval and acceptance to these terms and conditions. At that time, [redacted] agreed to the terms and conditions of the sales transaction, signing the sales order where “SPECIAL ORDER” was indicated and again signing the S&H Hardware “Terms and Conditions” page.It wasn't until February 6th, 2014 that [redacted] contacted S&H Hardware in an attempt to cancel her order, because she felt that the order was taking too long. Upon review of the scenario, [redacted] agreed that she was not going to pay the cost of freight, that she agreed to the lead time based on bringing her hardware order in with other customer’s orders, but felt that she did not want to wait any longer. After checking with our manufacturer and finding that the product was in the last stages of production and it was too late for S&H Hardware to cancel the order with the manufacturer, [redacted] was informed that it was too late to cancel the order, the hardware was already in in production with the manufacturer and would be in within another two weeks. The customer was informed that the hardware would be in and ready for the customer’s pick up no latter than February 20th, 2013.It was at this time, February 19th, that S&H Hardware received a charge back from Merchant Services with reference to the [redacted]’s transaction. S&H Hardware responded to the charge back at that time, our response being submitted on February 26th, providing copy of the sales order (where customer signed where “Special Order” was entered), signed “Terms & Conditions” page along with other pertinent documents. The response letter indicated that the hardware had been in, as promised since February 20th, 2013. In review, the customer’s credit card provider found in favor of S&H Hardware on the customer’s charge back.Finally, in direct response to [redacted]’s accusations, the hardware was delivered in accordance to the approximated delivery time frame. The customer could have had this hardware within a three to four week delivery period, if they would have placed this order under normal terms where they would be responsible for the cost of freight in from the manufacturer, an approximate $12.00 to $18.00 charge. It was the customer’s decision to delay their receipt of product because they didn’t want to incur any freight charges. The customer agreed to the conditions of a “minimum” eight plus week delivery. In addition, the sales order was provided along with the “Terms and Conditions”, all of which the customer agreed to and signed. What communications did **. [redacted] wish to have in writing? Everything that should have been provided in writing was provided and signed for.In addition **. [redacted] also makes the accusation that S&H Hardware would not and did not provide the manufacturer’s name and information, a fallacious statement. Upon the customer’s selection, they were informed the name of the manufacturer. S&H Hardware never conceals the manufacturer of the products we supply. What we will not do is to provide any customer S&H Hardware’s confidential account number with the manufacturer or any other privileged information, not for public knowledge.**. [redacted]’s statement that “Business refused to cancel order when requested’' is not as simple as the statement states. First, part of that statement is that S&H Hardware had failed to provide the hardware in the time period as offered; a false premises. As provided, S&H Hardware provided the hardware in the lead-time as offered under the customer’s restrictions of freight cost. On the other side of the statement, S&H Hardware was not able to cancel the hardware from the manufacturer without incurring cancelation charges, charges in excess of the customer’s deposit left on the order.In conclusion, S&H Hardware strongly objects to this customer’s epithets and accusations. The delay in delivery is based on the customer’s decision to waive the cost of freight in form the manufacturer by piggy backing their order on other customer’s orders. The customer was informed that by doing so, the order would have a minimum lead time of eight plus weeks, due to the fact that normal delivery is approximately three to four weeks plus the time in freight and that we would need to wait on the sale of other merchandise by this manufacturer to place this order. The “Terms and Conditions” were explained to and agreed to by the customers prior to the sales transaction, as provided for on the signed sales order and “Terms and Conditions” Page.The customer denies having been informed that the hardware has been received, and yet the customer is in receipt of S&H Hardware’s response letter to the customer’s credit card charge back. Both the customer’s credit card provider and S&H Hardware’s copy of our charge back response letter informed the [redacted]’s that the hardware has been in since February 20th, 2014.Once again, the hardware has been in and is ready for the [redacted]’s receipt. The customer has not contacted S&H Hardware, has not replied to S&H Hardware’s charge back response or any of the facts provided for in our charge back dispute. This customer has not provided any paper work or documentation indicating anything to give their argument any credibility or merit. The [redacted]’s just don’t want the hardware and don’t want to abide by S&H Hardware’s “Special Order” policies and “Terms & Conditions”, a scenario that S&H Hardware won’t entertain.Respectfully,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because On November 12,2013

I placed an order for handles at S&H Hardware and Supply. The order total was $311.55 at which time I

paid a 50% deposit. I was asked if I

wanted to pay shipping cost that were exuberant. I was told it would be about $70.00. The salesman indicated that if I choose not

to pay the shipping, my order will be included in other customer’s orders and

that it could be 6 to 8 weeks. I agreed

to wait. During the third

week of December my husband stopped in to see if the order was in. He spoke with a salesman named [redacted] who

checked on the order. He told my husband

that they were being shipped Friday Dec. 20th.

My husband asked if the store was open on Christmas Eve and he was told

it was. He stopped at the store

Christmas Eve and the order had not arrived yet. The day after Christmas he stopped in again

and still the order had not arrived. He

was told that we would receive a phone call when the order arrived Around January 15th

my husband stopped in to check on the order.

He was helped by a young man who indicated the order was not in

yet. On January 17th I called and

inquired about the order. At first [redacted]

indicated that he thought they came in.

Upon further inquiry, he said that it was not there but that he would

call the factory and find out what the story was. He said that he would call me back. I did not receive a call back until late

morning January 21st from [redacted] who said that the order will be

shipped the week of January 26th and it will take about four days after the

ship date. Due to the length

of time it has taken to receive this product we told [redacted] that I wished to

cancel my order. He told my husband that

the company that the order was placed with charges a 25-50% restocking

fee. My husband asked why would there be

a restocking fee if the product had not been shipped yet. When

I got back on the phone I asked [redacted] for the contact information for the company

that the handles were ordered from. He

said that he would not provide me with the information I requested. As the paying customer I believe that I have

the right to know what company the products I am paying for comes from. [redacted] also said that they have received about

40 orders from the company since I placed my order. I find it hard to believe that if that many

orders were placed and received, our order could not have been shipped. I asked for the cancelation fee and [redacted] told

me that he would have to contact the company to cancel an order and it would

take 24-48 hrs. to find out what the cancelation fee would be. I asked him if he could call to find out but

he said he had to send an e mail. I

asked to speak to a supervisor and [redacted] indicated that he was the manager but I

could e mail [redacted], one of the owners.

I asked when he would be in for me to speak to. [redacted] said that [redacted] is not involved with the

day to day operations and is not often in the store. He said the only way I could talk to him is

to e mail him. I emailed [redacted] that afternoon

explaining the situation and requesting a cancelation due to the delays and

misinformation provided. On January 27th I

called and spoke with [redacted] again. He

informed me that the cancelation fee is 50% of the order price. He told me that my best bet was to take the

manufacture’s other offer (still not providing me with the manufacture’s name). He said that if the handles were not received

by February 14th, I could cancel without penalty. [redacted] said that the handles were made but are

still in the finishing process. I

informed [redacted] that I was not satisfied with that. I also informed him that I had not received a

response from the E mail that I sent to [redacted]. The conversation was cut short because [redacted]

said that the showroom was busy and he would call me back later that

afternoon. [redacted] called my back

the following day January 28th to continue our conversation. He explained that due to the factory having 4

days off at Thanksgiving and two weeks over Christmas time that the delay

should be excused and that time deducted from my 6-8 week delivery time. I respectfully disagreed with him pointing

out that on two different occasions we were told that the handles were done and

were scheduled for shipping. Both times

this was not the case. [redacted] informed me that they never received my e

mail and that his IT department checked on it but found nothing. I asked him to verify the original e mail he

provided to me and it was the same address I sent the e mail to. I resent the e mail to [redacted] again as

well as S&H hardware main site. I

also logged onto the web site and sent the email directly from the site. I was extremely frustrated

with my experience and I asked again cancel my order and the $156.00 be

refunded on my credit card. [redacted] said that he would have to check with someone

higher than himself. On February 5th

I still had not heard back from S&H Hardware. I went to the store and spoke with [redacted]. I told him that I had still not heard back

from them. [redacted] stated that he thought

[redacted] sent me an e mail. He also said

that the handles should be shipped at the end of this week. I told him again that I do NOT want the handles,

I want my order canceled and my money refunded to my credit card. He told me to hold on while he went in the

back. He returned a short time later and

said “[redacted] said no”. [redacted] said that [redacted]

would send me an e mail today confirming such.

[redacted] again promised the handles by Feb 14th and said that he

spoke to the manufacture and that if it was not received, I would not have to

pay the cancelation fee. Still upset that we

had been told that the handles had been on a truck to be shipped twice and now

we were told they were in the final production stages. The fact that we were not given the

manufactures name despite asking for it twice.

I did not receive a response to any of the four emails I sent. When I asked for written notice from [redacted]

regarding [redacted], He said I would receive an e mail latter that day. I have still not been contacted by S&H

Hardware since that day regarding my order or my complaint. On February 6, I

contacted my credit card co. regarding the issue. It is a Credit Union and they send the

dispute to a third party. We received a

letter with S&H Hardware’s reply to the dispute. Similar to the reply letter they sent to you

it claims that we refused to pay shipping and handling and that we were well

aware of the delay in delivery. The

third party denied the claim based on the fact that I signed a contract for a

“special order” and that we were just trying to get out of it. S&H Hardware has

a showroom packed with thousands of sample handles and pulls of every

kind. They do not warehouse product and

everything purchased must be ordered. In

November when I signed the form the salesman [redacted], indicated to me that the

shipping was going to be around $70.00.

I asked him what the wait time was if I paid the shipping and he said it

might come in a week or two earlier.

When I asked him how long it would take he stated 6-8 weeks. This is why after 6 weeks my husband went to

the store to see if they were in. We

continued to contact S&H Hardware regarding the handles and on January 21st

I requested a cancelation 10 WEEKS after the product was ordered and a 50%

deposit was paid. I sent an email to

[redacted] as directed by [redacted]. After

no e mail reply I again e mailed **. [redacted] on January 28th

requesting again that the order be canceled (This was after we were told that

the product was in finishing and had still not been shipped). It wasn’t until Feb 5th when I

went to the store and **. [redacted] refused to see me (12 weeks after the order

was placed.) That I contacted the Credit Union.

It is my contention

that **. [redacted] business practices are unethical. He claims that the original quoted shipping

price was $12. I was told on the day I

placed my order the charges would be around $70.00. S&H Hardware also claims that February 6th

was the first time I notified them of my wish to cancel the order. This is also untrue. I have e mail documentation sent to **.

[redacted] on January 21st and January 28th requesting

cancelation. By this point there had

been 7 attempts to resolve this issue. Either my husband was lied to when he was told

that the product was on the truck in December or I was lied to when I was told

by the same salesmen ([redacted]) that they were still in production in February. S&H Hardware claim is that we did not

abide by the contract we signed. We

waited until two weeks after the promised delivery date to attempt to cancel

the order. The day I ordered the product

I was told 6-8 weeks. NOT 8 weeks or

more. S&H Hardware did not abide by the contract by providing the product

in the promised time. If in fact the

product was delivered to the store on the 20th as claimed, it would

have been 14 weeks plus since the order was placed, well passed the promised

6-8 weeks. Had I gone to the RevDex.com website prior to ordering my handles at their business I would

have seen that they had a Revdex.com rating of F. I would have never ordered or conducted business

with S&H Hardware. I can imagine the number of people who get

caught up in their unethical business practices that don’t take the time to

report it. In review, the

product was ordered on November 11,2013.

The product was not a special order, no personalization, nor special

request for modification. Just a brass

handle that they did not stock. I was

given the paperwork for the order and asked for a 50% deposit. I provided my debit/[redacted] card and I signed

the form. I was promised the handles in

6-8 weeks because they would be shipped with other orders. I was told that I could have the handles in

four weeks if I paid shipping and handling to have my order shipped separately

from other orders. I was told that this

service was around $70.00. I elected to

wait the addition 2-4 weeks due to the high cost of shipping. If the cost was 12.00 I would have gladly paid

it. After 6 weeks we contacted S&H

hardware and were told it was scheduled to be on a truck for delivery on

December 20th. My husband

returned to the store on the 24th and 26th of December

but the handles were not there. The

salesmen [redacted] told us he would call us when they came in. January 15th my husband stopped at

the store again but still no handles. We

contacted [redacted] via phone on January 17th inquiring about my

order. We spoke to [redacted] again on the 21st

of January and were told the handles were to be delivered by the 26th. I requested the manufactures name on that day

but [redacted] would not provide it to me. I

asked to speak to a manager but I was told the only way I could speak to him

was through e mail. On the 21st

I e mailed one of the owners [redacted] requesting a cancelation. On January 27th I contacted [redacted]

again and the order was still not in. He

said that he could not talk because it was too busy. [redacted] returned the call on January 28th

during our conversation I informed [redacted] that I still had not gotten a response from

[redacted]. I resent the email on the 28th

to [redacted], S&H Hardware, and left a copy on the website directly. Also requesting a cancelation of my

order. When I received no response I

went into the store on February 5th.

I asked to speak with [redacted]

went into the back of the store and was gone for approx. 8 min. When he came back his reply to me was “[redacted]

said no” I asked for a response in writing and [redacted] said that I would receive a

response from [redacted] via e mail later this afternoon. [redacted] also reiterated that the product would be

in the store on February 14th and if it was not, I did not have to

pay the cancelation fee. I received no e mail so I contacted my credit

card co. I did not Contact S&H again

due to the dispute with the credit card co.

I was notified by the credit union March 16th via mail that

the request was denied due to my signature on the form. I called them to dispute this and have it go

to arbitration. Due to a third party handling

the disputes the credit union has no further say. Included in this documentation was a rebuttal

similar to the one that was received by your office from S&H Hardware. It does not reflect the true events in this

case at all. Thank you for your

consideration in this matter.

Regards,

Review: We purchased the hardware, including door handle and locks, for a Dutch door at S & H Hardware. 1/2 payment was made at the time of order in the beginning of August and we were told expect products within 3-4 weeks. That time and more passed and we did not hear from S & H. When my husband called for an update, he got different versions of what the hold up was, depending upon who at the store he spoke with. We only got action after threatening to have our credit card reverse the payment. Once we had our contractor install hardware, we found that the pass through keys we also purchased from S & H didn't work. When we told them about this they told us we had to bring the locks, which had already been installed to their store for service, leaving our home without locks. We resisted, but they refused to come to our home to service the products we purchased from them. Our contractor took the lock and keys to S & H yesterday and presumably they did some work on them, but the keys and locks still do not work. When issues are raised with the owners and workers we've dealt with at S & H, excuses are made and the customer is blamed for being difficult and hard to please. We have now paid in full for the locks and keys and they are still not functioning. I don't think wanted working locks on your home is being difficult to please.Desired Settlement: We want the locks and key to work and we want the work done on our premises since lock is already installed. So whether someone from S & H comes to the house or we employee a locksmith and S & H issues a credit for the cost of locksmith, we want functioning lock and keys.

Business

Response:

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 problems. At 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 weeks. The 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 order. No excuses or fabrications for the delay, just the actual honest facts.The order arrived a little more than ten working days latter, the customer called and the order then picked up. There 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 functioning. If 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 store. S&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, Mr. James 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 cylinders. This 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 issue. S&H Hardware was not contracted to install this hardware, did not install this hardware and was only the supplier of the hardware. Our liability simply rests with the supply and delivery of functioning hardware, and S&H Hardware met this criteria.On 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 hardware. In 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” backset. The hardware was delivered, set up for this criterion. After 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 homeowner. S&H Hardware can only provide hardware as specified on the order.What [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 issues. What [redacted] was told was that S&H Hardware would not send out our installer to resolve his issues without charge or costs. His 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 concern. Mr. S[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 Mr. S[redacted] responded that he is over reaching and demanding for services that are not due. Mr. S[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 store. Again, Absolutely Nothing Was Done To The Hardware except to put the passkeys into the lock and to turn the keys in the cylinders. What [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 issue.Additionally, Mr. S[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 problem.In conclusion, S&H Hardware finds [redacted]'s comments ludicrous misleading and insulting. S&H Hardware has maintained our professionalism by entertaining this customer's concerns and demands. S&H Hardware has never provided lame excuses at any point with this order and has never evaded our responsibilities and customer service. The 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 employed. We 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 service.Respectfully,Stuart S. Hardware Operation Manager

Review: I have been buying products from S&H since March of 2013 and have been exclusively dealing with [redacted], the hardware "manager." I have given the company about $6000 of business during this time. [redacted] is knowledgeable of the products he sells and of his department, he has given me good service when I purchased goods. The orders I have placed with him however are ALWAYS delayed, and there are always excuses when the products do not arrive on time. The huge issue with [redacted] and S&H in general is not that the items I order are not delivered in a timely fashion, it is the intimidating attitudes and bullying tactics [redacted] uses toward his customers when issues arise, and the unresponsiveness and upper management. [redacted] behaves in an unacceptable and abusive manners towards his customers who ask for good customer service, because he is allowed to!

In November 2013, there were issues when lights that I had ordered and was under the assumption they were delivered, because he told me that: "as we were speaking the globes of the lights are cooling for shipment." They never arrived, I called him and asked what happened with the shipment. [redacted] became very agitated over the phone, yelled, used an abusive tone and told me he did not need my business and hung up the phone. He dealt with the situation in a very aggressive and unprofessional manner to say the least. Normally I would not have gone back to this business after being treated like that, but I still had about $1,000 in open orders with his company. After experiencing their level of customer service I knew I would have lost my money if I walked away. After [redacted] spoke to me on the phone and was so out of sorts, I called back and asked to speak to the general manager. Another employee said that they do not have a general manager, and they transferred me to someone else who gave me more verbal abuse on top of [redacted]'s. Modus operandi at this place. My husband called and asked to speak to the owner/CEO, the person he spoke to said they did not have a GM .The fact of the matter is that [redacted] and all the other employees we spoke did not pass the case on to someone higher up. Because of [redacted]'s very aggressive behavior over the phone, I was afraid to go back alone to the store to resolve the issue. I went with my husband and he ended up refunding us the $535 for the globe lights after they still had not arrived, being months late. However, this still does not excuse his behavior over the phone

I went in the store again today to solve another issue with another product. I was missing parts of 4 lift-up mechanisms, which has a total cost of about $960. The most important part of the mechanism is missing, the pump that raises the door automatically, without these the product is useless. These are items I picked up in December 2013, transported them as carry-on as hand luggage to [redacted] and when the installers came, we realized that the pumps were not in the boxes. I have NOT called [redacted] as I have done before, because of my previous experience when I tried to handle my complain over the phone. I waited until I got back to the U.S., called him and asked him for his email, sent him an email on Mach 12th, 2014 to explain the issue of the missing part and to ask how he can help, and how to proceed with this matter. [redacted] NEVER answered my email or called me with a follow up answer. Today I went alone to the store to address the issue (going alone was not smart), thinking I would be safe. He was cordial to me when I arrived and related to me that he in fact had received my email and looked into the matter, that the people at the factory had images of the product and that in fact the parts I said were missing were in the box before they shipped, and that S&H also has images of the the boxes having all the parts in the box . These images were never shown to me, and I questioned how we know that these images are those of the boxes I picked up. I proceeded to say that I doubt it that huge manufacturing companies made pictures of every single item they shipped, and that it was very unusual that all 4 pumps are missing, that I thought the manufacturer forgot to include them. That I wanted to order the missing parts and was so willing to comprise and I proposed to share the cost. As soon as I questioned his explanation for the missing parts and tried to negotiate a solution to this matter that I thought would be beneficial and fair to both parties, [redacted] went haywire, and became abusive in manner and tone. He was yelling, he was unreasonable, he came very close to me in an aggressive way, posturing in a manner as if he was getting ready to hit me. At one point he even said something about calling the police. What for? For a 5 ft tall woman who has given him $6000 in business, trying inquire about missing items she paid $960 for? It was bizarre! In fact, I was the one being threatened, I felt unsafe and abused!!! A gentlemen named Willy was the only employee in the entire store who came to my rescue. He came with a very concerned look and the way he behaved towards [redacted] indicated to me that this kind of scare tactic, bullying and temper tantrum has taken place in this place of business before. No one else would even raise their eyes, and they all pretended that nothing was going on. I felt that apart from Willy, everyone else was afraid to get into trouble with [redacted].

I fear that as far [redacted] is concerned there are issues of mental illness or at least anger management. He poses a danger to the customers who visit the store and his co-workers, his anger is not NORMAL. I also fear that there is serious employee intimidation going on in the store that is not being addressed. When an employee feels that he can treat any costumer like [redacted] treated me it's because there is weak management. When a fish rots it starts at the head.

I sincerely hope that no one gets hurt doing business or working at S&H. This is really scary and surreal. I hope this matter gets addressed promptly. Not one customer in all of the U.S. should ever feel scared and unsafe in a place of business.

Sincerely,

[redacted]Desired Settlement: 1) I want to get the 4 missing parts (pumps) that I paid for, and that were missing.

2) I want them shipped to my house, because I'm afraid to walk into that store again.

3) A call from their CEO to apologize for the inappropriate behavior of his employee would be appreciatedo

Business

Response:

April 03, 2014Dear [redacted]:This letter is in reference to [redacted]’s complaint on a transaction from December 20th, 2013. [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 luggage. Month’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 letter. S&H Hardware has been in business for over sixty years, over three generations. We pride ourselves in our expertise, depth of product and customer service, the reason that we’ve been in business for over sixty years. What we don’t and won’t tolerate is being taken advantage of, in any pretense. In 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 division. Each 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 field. When there is a problem, this is handled by the departmental manager. If 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 scenario. With [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 transaction. Exemplified 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 letter. The customer purchased the hardware to which she received and signed for on December 20m, 2013. 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] did. Yet, even at the length of time between the transaction and time of the claim, **. [redacted] took the time and troubles to investigate the transaction. First, he had our order receiving department pull the packing list for the “proposed” shorted items to insure that they were received. He 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 help. He understood there was a problem, that this customer had pushed away the showroom manager from wanting to do anything at all for her. He 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 receipt. This 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 her. Our 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 back. It 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 2013 and contacts us on March 20th of 2014, informing us that she was shorted. How 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 claim. S&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 her. It is unfortunate that this customer is self-absorbed and cannot see the predicament that she has created from the eyes of the vendor. A 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 that. Finally, 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

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint [redacted] be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have reviewed **. [redacted]’s response with great astonishment. Rather than take responsibility for their errors he proceeds to engage in character assassination of his customer, and more denials, half truths, and outright lies. The sad thing I would like to share with the Revdex.com and S&H hardware is how unnecessary this whole situation would have been if people would just have done their jobs, assumed responsibility, maintained their composure, and told the truth. If **. [redacted] offered real leadership he would have crossed his t’s and dotted his i’s, and looked into the matter himself, picked up the phone and called the vendor of the items in question, [redacted], where he would have found out the truth, and offered his sincere apologies to me for S&H’s error. Instead of checking the facts first, he took his colleague at his word without doing any verification, and ended up embarrassing himself with his defensive correspondence where he attacked me – the customer, – again showing the same anti-customer attitude to you that I experienced in virtually every one of my interactions with S&H, both in person and over the phone. **. [redacted] in his letter never assumed any responsibility, nor did he offer any apology or real solutions. It was just more attacks on his customer. On April 2nd, after my complaint was filed with Revdex.com, S&H offered to sell me the missing pistons for $38.50 a piece. They claimed that they were splitting their cost with me, and would assume half the cost of the product. When I researched this matter independently I was able to get a written quote for the same pistons for $31.47 a piece from another supplier. Turns out S&H lied to me again! Despite their claim, they were not going to assume 50% of the cost. They were just going to make me pay to receive the products I had paid for already. Therefore I turned down their “generous offer.” I was not prepared to give them another dollar. On April 4th, after I received S&H’s response to my Revdex.com complaint, I contacted [redacted], the company where S&H was supposed to have ordered my parts. The pistons I needed were never ordered by S&H! Salice’s territory manager and their technical support department explained why the pistons were not in the box: it is a separate part number that was supposed to be ordered by S&H, and it should have come in a separate box. Yet, as stated, S&H just didn’t order the parts. Beyond the fact that the parts were never ordered, Salice’s territory manager was also very surprised by the fact that I had ordered and put down a 50% deposit on these lift mechanisms on October 7, 2013 (a fact documented by the sales receipts in my possession, which I’m happy to provide if necessary) and did not receive the merchandise until December 10, 2013 (again a documented fact). He said that [redacted] processes their orders right away and I should have received the order by the end of October at the very latest. I explained to him that I was told by S&H that the products were detained in customs for weeks and that is why it took S&H two and a half months to deliver these items. He said that these items are in stock at all times in their warehouse in the U.S.A. Again, S&H failed to take responsibility for not processing my order in an efficient manner and blamed [redacted] for the delay. When [redacted] became aware of the situation I was in, they in turn provided me with excellent customer service, and they even offered to ship the 4 pistons to my house at no charge at once. [redacted] and I are 100% sure that the pistons were NOT in the boxes I received from S&H on December 10th. S&H does not have any paperwork or a packing list or digital photos of the pistons as **. [redacted] alleges in his letter, because the pistons were NEVER shipped from the manufacturer. If S&H really had these documentation they could have seen in BOLD PRINT on the packing list where it said that the pistons are ordered separately. The truth is S&H never ordered them! Now, I understand that this can be an honest mistake. The issue is how a company deals with their mistake. Truth be told, at this point my major concern in this whole matter is not really the pistons. The situation with the pistons merely illustrate the degree of incompetence, customer deception, and lack of accountability at this establishment. Just reading S&H’s response to my complaints paints the picture of the company to perfection: hostile, belligerent, putting the blame on the customer, and as always, none of the issues could possibly have been their fault. Incompetence by itself is not dangerous, but incompetence, deceit, hostility, and aggression, combined with a lack of leadership and no sense of accountability poses a potential danger to the public. These episodes of hostility by S&H employees are not isolated cases, also a documented fact, not a fabrication. **. [redacted] can put all the blame he wants on me as I was advocating to get the products I had ordered and paid for, pretending that I was the aggressor here, but the fact remains that there were moments in my interactions with [redacted] at S&H where he appeared to be on the edge of losing self control, and I feared he might strike me. At this point, I don’t need anything from S&H any longer. Their vendor has offered to provide me the products I need at no charge, which [redacted] satisfy me. My purpose for this letter is to have it go on the record that S&H is a dangerous place to do business. Their ordering inaccuracy and delivery delays can endanger many a home or commercial construction project, and their aggressive, hostile response to any complaints could at some point endanger one of their customers physically. The public needs to be made aware of this very serious matter. Sincerely, [redacted]

Regards,