Review Time
I searched the MyKnobs website for a specific type of door knob. I ordered what I thought was the correct item, but somehow managed to receive the wrong type of knob. Assuming it was my error, I called customer service. I was told I’d be charged a re-stocking fee for the return of the item, which I never even removed from the box. This was okay even though the fee was a whopping 25% of the price of the item! I have never encountered such a steep fee. The representative offered to reduce it to 12.5% if I placed another order for the correct door knob, which I did. Then, I was astounded to learn that I would have to personally pay for mailing the item back. There was no flexibility here whatsoever. I have never encountered such a rigid policy with any other online purchase. The vendor always provides a shipping label and I only need to drop off the package at a local UPS or FedEx office. The MyKnobs rep was quite rude about this and said there was no way around the policy. I could take my business elsewhere if I didn’t like it. Contrast this with another vendor who is bending over backward to remedy a minor issue with a lamp we received. This vendor has earned our undying gratitude, future business, and an excellent review. I will not be ordering anything from MyKnobs again.
I received my order within a few days and I was very happy with the order. The doorhandles were exactly what I was looking for and they look really nice. However, I had to get longer screws for my drawer handles. I was a little disappointed that I had to go and find them.
I ordered $318 worth of product, single items of about a dozen different cabinet pulls. They all arrived separately over a period of about a week, most very poorly packaged in damaged boxes or flimsy envelopes. Apparently all drop shipped. I chose the handle I wanted (I will need to order close to 100 of them for a large residential project) and called to get instructions on how to return all the items I didn't want. To my surprise, the returns all have to be sent back separately to individual brands, meaning the shipping cost for each package will likely be more than the value of the product itself. Not to mention the hassle of making the customer do separate packages. TERRIBLE customer experience. The poor customer service agent was so nice and polite, and admitted customers complain about this all the time. I will look for another supplier to buy my product from, so MyKnobs will miss out on an order of about $2500, plus any of my future business as I begin to order door hardware next.
You have great products, great selection as well Customer service is not the best not friendly and not forthcoming or trying to help, last but not least I paid for this order extra money to receive it early and I received it over a week after placement, now I know Emtek has this problem but at least be honest on the website and note exactly the expected arriving time which ever other online store company does todays days
I purchased a beautiful knob to go on my back screen door (circa 1962), my carpenter installed it and it worked for a few hours then I was locked in my house. I wanted to return it and get my money back, they asked me to send a video, the manufacturer decided it was a faulty spring, so sent a replacement. My carpenter came back and installed it and again, it did not work, so he removed the knob. They then asked for another video. I'm not calling my carpenter to install it again to show them it doesn't work. I paid close to $50.00 for this knob and should get a refund without having to provide another video. I cannot unless I provide another video and who knows if they will refund my money. I will never purchase another item from this company. So disappointed and angry that I'm out this money and had to buy another knob at Lowes is what I should have done in the first place!
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