"I placed an order 1 day and cancelled the very next day--nothing had shipped. I have still do NOT have my refund and its been 3 MONTHS!"
"This company is one I've done business with for many years, be no more. They shipped me the wrong items, then jerked me around from one customer service representative to another. They did finally give me a refund, but they refused to refund the shipping (almost the cost of the item), even though the error was there."
"Ordered a ceramic soap dish which arrived broken. Could not request return online - had to call. First customer service agent - arron williams explained he could not issue a return unless he had a picture. Okay no problem sent a picture, but never heard back. Called in 5 days later, got another agent who said they don't do returns on items shipped by 3rd party, they are very busy. Okay how much hassle does one have to go through to get a return organized. If they had only shipped me a good part, not broken, no one would have to waste time. This place has extremely poor customer service and does not want to be responsible for what they sell. Avoid!"
"Edit/Update: Van ****'s eventually sent me replacement hardware at no cost. So they came through in the end.
Original: Ordered a library ladder for $3300+ (yeah, I know, let me know when you stop laughing). Ladder delivered ok. Problem is, all of their library ladders require a hardware support kit to be ordered *separately*, and that support kit only works for 8' ladders, even if you ordered a 9' ladder. They refuse to add the extra hardware for a ladder longer than 8'. Customer service: unresponsive. Took me 5 tries via email & phone calls before someone would actually communicate with me. Finally the answer was: "**** to be you, pal; we don't care that you paid us $3300+ for a library ladder, you need to pay *more* for the extra hardware. No, you may not speak to my supervisor. ". Lovely. Such a joy ordering from a company that believes all of its customers are pains in the ****."
"placed an order on March 10th. As of June 1st, nothing received! Called customer service 6 times for them to send what stock they had on hand. Was assured they were shipping items. Cancelled all orders on June 1st. Terrible customer service, promised to return calls & never did!"
"Ordered product and still don't have it after 14 days. Called the company and they are blaming it on Christmas and it's the last part of February.....Then after I explained my frustration about waiting so long....customer service got snotty so I asked for a supervisor and he hung up on me...This will be my LAST purchase from them!
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"I ordered two decorative wood corbels for a remodel in my home. They came in a reasonable amount of time but they were cut from very inferior (and green) wood. They have numerous large knots, some of which have large cracks in them. I have been a home builder and furniture maker for 35 years. This is junk wood, not something you make decorative trim pieces from. I have contacted them at least 10 times by phone and email, have sent photos 3 times...just get a phony runaround each time...false promises, no followthrough, no exchange, no refund. I give up. Really ****."
"I'm learning you need to check the reviews of the online websites. YOU WILL MOST LIKELY REGRET BUYING FROM THIS COMPANY. I was sent 2 damaged items and I've been getting the runaround for a month now on getting the return label. Their Customer service team are liars. I will write s negative review every day I have to wait to get my money back. This m as y turn into a soap opera"
"Date 10/8 - I ordered some small hinges and a pair or round wood knobs for a bread box I as making back around the 1st of Oct. I gat an email that said my order was shipped. After checking the tracking number, it apparel them wood knobs were on the way, but no mention of the hinges. I went back into my account to be sure I actually ordered them. Surprise, I have no order history, even today, 10/8, my account shows no order history. I called the nasty customer service agent on 10/4 around 7:45 (EST). I asked where my stuff as because the tracking info said a ticket was printed and ups was waiting for the item. She told me it doesn't start tearing until the Tim reaches the first distribution point. I told her that was not how it worked and if you are going to lie to me, please make a better one. I asked where my hinges were and was told back ordered. I would think that if I order on your web site you should be able to tell me if items are in stock or not. I received an email yesterday saying they took the other money out for the hinges, so I guess they are back in stock, but still not sure if they have been shipped or not. This company came recommend by the company I purchased the wood plans from (Woodsmith) but guarantee, I will never use them again."
"I had placed an order with them a while back and it was stated on the site that it would ship sept 10th. A few days after 9/10, I checked the website and that item was back ordered until January 2019. I called them to find out if the item would really not ship until January or if that was for new orders. The rep got very upset at me despite me being very patient and polite. She snapped and said there was a hurricane that caused their docks to close and said such in a condescending manner as if I had no idea how disastrous a hurricane can be and needed to be taught to be more patient. I wasn’t asking for my item in that moment, just to find out if my expected delivery month had changed significantly. I’m now going to get my item this week but I’m not going to go back for another purchase if I can’t even talk to their staff without being condescended to. "
"I ordered theee items and was happy when one item arrived immediately. I assumed when I got the your order has shipped email that the rest would arrive shortly. Over two weeks later I called and was told the other items are backordered!! No email, no communication of any sort with this information! Needless to say the order was cancellled and I will be returning the one item I did recieve but that’s already a production as well! So very disappointed at the lack of customer service. Went on Amazon and will have similar items i two days! "
"I felt the need to write a review because when I was first looking up online hardware stores, I was hesitant to order from Van ****'s due to the terrible reviews. I did so anyway because they had what I thought I wanted in drawer pull with a rare center-to-center spacing. I had to call customer service just after ordering due to a website glitch that adjusted the price incorrectly when I submitted the order. They gladly helped and fixed the issue. My shipment came quickly and when I (sadly) chose to return my item, the return department was so helpful and responded so quickly to my return request and questions. Even though I was unable to use the product, I was thrilled with the service I received."
"My husband had me order some square headed nails for a project on Friday March 9th. I received an email saying thanks for the order but I have never received the order. I call the following week and was told that they were moving all of the merchandise from Missouri to South Carolina. I received another email saying it would ship by 03/21/2018. I heard nothing so I called again on Thursday March 22 and they could not figure out why they hadn't shipped. I also can not see the order on line and the order # does me no good because it does not pull up the order. The customer service person emailed me a copy of the invoice. I emailed back on Friday 03/23/2018 and asked if it had shipped. I was told yes but I still had no email confirming this and they had not taken any money out of my account. I emailed on Monday 03/26/2018 asking for the tracking # and was told she would send it. I had not gotten it by that afternoon so I called and the customer service person told me it was on back order. I asked to speak with a supervisor. The supervisor told me she would look into it and call me back. As of 03/28/2018 I have not received any phone call, email or the nails.
I would not order from this company again. I don't appreciate being lied to. "
"No email confirmations for orders; no email shipping information; still waiting for an incomplete order 2 weeks after placing that order. Had to wait in voice jail 1/2 hour to only get half-answers. Meanwhile my old sink faucet continues spouting water and can't be repaired until this order arrives--if it ever does! "
"I've been doing business with this company since the mid 1960s. They always have what I need and it's always good quality. They've been great to deal with over the years and I'm sure still are. I suspect that most of the negative reviews on this site were written by one person and that person's friends and family. Look at the similarity of the wording. Look at the same customer service rep mentioned repeatedly.
You know that's the same person.
Van ****'s isn't usually the cheapest source, but it's a reliable source. They have the odd bits and parts that those of us in the furniture restoration and repair business need.
If I were in the construction business, I'd be looking for large bathtubs and such elsewhere. I'd want to touch and see them. Seriously, who buys a bathtub through the mail?? "