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"They will help to resolve issues and mistake they make."
Very fast service and shipping
"Just ordered some standard bathroom hardware, but when I called to add something to the order a couple hours later they said it was too late, it was already moving. They took the second order on the phone and without any special shipping we received both very quickly. Phone help was excellent. You pay a premium for their stuff but for me the service lived up to the price."
"When you buy a premium product at a premium price you would expect a premium customer service experience. THAT IS NOT THE CASE WITH SIGNATURE HARDWARE.We ordered a vanity for over $2,200 that was for our master bedroom. We could have ordered a less expensive one from Lowes or Home Depot but we wanted a special, high quality product that would last many years. The order arrive in pristine condition. The box was without a dent or scratch. We inspected the product as best we could due its large size and the fact that our project had just started. It looked perfect!..... It is now April and our project is still ongoing due to delays in the contractors schedule....We opened the box ready for install and to our shock there is a 15 inch scratch in the carrara marble that could only have happened when Signature Hardware packaged the product. Disappointment is an understatement in the response from their customer service. They offered us the ability to purchase another top at 50% discount. REALLY??!!! We called multiple times and this was "the best they could do". We see the 30 day policy but they had zero empathy or respect for our situation.Therefore, I cannot recommend them as a customer centered company. I would not order another product from Signature Hardware based on this experience."
Don't plan on buying anything here
"Almost bought a $2000 teak vanity from their online store. I guess they had a promotion for 10% off the day before and when I looked online the next day the promotional price was gone although I already had the vanity configured and it was already in my cart. I called costumer service today thinking they would probably honor the price since the price was still 10% less at all the other home improvement website but what I got was a rude male who should not be working in the costumer service department. I am totally in love with the vanity and would have purchased it either way but after talking to him and listening to his condescending tone and how he does not know anything about the products I am going to purchase it somewhere else. I could just imagine how hard it would be if I did purchase any item from this store and had any issues/questions with it. I feel bad for this business because apparently they are going to loose a lot of businesses due to poor costumer service. I guess they don't know the impact of good costumer service. "
Cheapo hardware makes installation impossible/poor reimbursement policy
"I ordered a couple of door push plates. First, I waited for 2 weeks before inquiring why I hadn't received a shipment notification. The order just "didn't get completed" somehow, and would have hung out in limbo forever had I not contacted them. Nice. When the plates finally arrived, I attempted to install them. I predrilled for each screw and manually turned every screw in. The The first two got halfway into the door and sheared!! I repositioned the plate to cover the embedded, broken off screws and tried again. I got one plate on. On the other side of the door, the process was repeated, but this time, the 3rd and 4th of 4 screws were the ones that sheared, making it impossible for me to reposition the plate without showing the damaged door. Great. So now my antique door is full of holes and sheared off screws and will never look finished unless I super glue some screw heads into the sheared off holes. Contacted SH about the crap screws, and their response was, "I can ship you new screws." ... Exactly what I want--more crappy, shearing screws AND too little, too late, as I'd have no way to use them. Extremely unsatisfactory customer service. "
Quality Control an issue
"I ordered an external standing faucet for a tub. The shipment had no instructions included. The installation was completed by a licensed plumber. The faucet leaked at the handle where one would turn it on. I called Signature support and they determined the cartridge to be bad and would ship a new one, to arrive in one week. It arrived after two weeks. Since it was not the plumber's fault, I had to pay for the return visit to have the faucet system completely disassembled (from the water supply as well) to repair. I read several other reviews and it seems that there is a quality control issue here that needs to be addressed. Signature didn't offer any compensation for having to pay the plumber twice. In addition, the instructions for repairing they emailed were incomplete and incorrect. You'd think that spending over $500 would lend to better quality."
"Shipped what was obviously a returned product as new. Poorly packaged. Tried to tell me that it had been opened for inspection. Not. "
"I just installed my stainless steal range hood back splash. It arrived on time, only a few days, was VERY well packaged with NO dents or scratches. It was also covered with plastic to prevent scratching. It is on the heavy side, but this 72 year old woman had enough muscle strength to install it herself! The only down side is that it is 1/2 inch short on the width. I had to paint the wall behind it on either side next to the cabinet. However, if it were the full 30 inches, it might have had trouble being inserted into place. The backsplash also came with mounting hardware. Because it has a 1/2 inch back plate, I was able to slide it under the under mount range hood, though I was not able to use the 3 screws meant for the top part. The 3 screws and anchors were enough for the bottom and to hold it in place (I hope!) when the kitchen is renoed I will install those. Because the online picture was a little vague, customer service returned my call within a short time after calling them to explain more about the backsplash and its mounting. This was about $20, more than those in the big box stores, but much better protected and NOT scratched, dented and with mounting hardware. This also has hemmed edges on both sides and rigid back plates so it doesn't warp. I did business with signature Hardware several years ago and they were top notch back then!"
"WORST COMPANY EVER. They lied to us about whether or not they could make an item the way we needed it with a drain on the end. The told us it would be 3-5 days, 10 days later we had to go pick it up ourselves, after we had to hunt it down and find out why it hadn't been delivered, from some 2 bit trucking company that ran into our truck with their forklift. So much for free shipping. When we got it home it was drilled in the wrong places. The manager Greg claimed he could get me a refund or store credit because we had to pay our contractors to move all the plumbing in the concrete floor to account for the bathtub being drilled wrong and then after dodging my phone calls and emails for days they let us know that they wouldn't do anything about their mess ups. UNETHICAL DISHONEST CRUDDY COMPANY. The slightly cheaper price isn't worth it, they cheat you. Go somewhere else. TRUST ME, DON'T USE THEM."
"Just received the best customer service I have ever experienced. I called to have them send my order all but the one back ordered item. Without my even telling them my name and order number (etc.) like most companies have you do several times, they had it all, and all was done quickly, with no problem, and in such a friendly way. BEST EVER!! :)"
"I have ordered twice on bath vanities and am very pleased. In stock and shipped immediately with delivery in two days. On first order think I made a mistake on the vanity top color. Called and they shipped out a whole new vanity and picked up the other one. Pricing is expensive, but worth it when I compare with the particle board ones at Lowe's etc. Phone staff was professional and helpful and I would certainly buy from them again if I have a need. "
"I find this company to be very much full of themselves. There online catalogs show items that they no longer have, the do not clearly spell out that what you are ordering is only part of what is required to complete the project, and when you look at the prices they are charging, I found nearly the same items at less than a third of their price. To make matters worse, when I went to return the items that I ordered, they charged a 10% restocking fee and did not pay return shipping. This seems to smack of price gauging and lack of interest in customer satisfaction. I do not recommend that anyone order from this company."
"Placed an order with SH. Shipment arrived in time but wrong item. Initially they couldn't find the order. They are shipping out correct item but charging me for the expedited shipping. The manager could not have card less and was rude. Don't look for customer service here."
"Atrocious. I would never deal with this company again. The unit I ordered turned out to be poor quality, cheaply made and over-priced. To top it off, it was missing parts and could not be assembled without them. I called customer service and they said they would send out the parts. I have yet to receive them.Oh, and the instructions that came with the product were either written by an incompetent "writer" or by someone who didn't give a damn.Warning: Stay Away!"
"I absolutely love this place. I bought a bathroom vanity, sink, granite and a matching mirror. The quality is fantastic. We didn't open everything for a month (they ask you to open it immediately to check it.) When we opened the granite, it was broken in 5 places. Not only did they replace it for free, but we received it within five days. I'm very impressed with this company and have bought again and will continue to buy from them. "