"Terrible Customer Service. I literally called 6 times, as my order was late. Each time, I was promised that they would check and call me back. Asked to speak to a supervisor and they are always busy. They never followed up until I told them I would cancel and advise my credit card company to not accept their charges. DO NOT do business with these guys. "

"One side of the building doesn't know how to talk with the other. Contacted customer service through their email regarding a return for Universal Replacement Clawfoot Tub Cradle Kit-White. Stalling response from Shelby with no real information about return/refund. Called customer service phone number a week later and they weren't even aware of the issue as Shelby had made no record of it. Record created on phone assistance side, but they can't do anything until the original seller contacts then back. Apparently original reseller has little interest in doing that. "

"I called before ordering my door knobs, was assured they were the right ones. The shipping was about 35$ and the discount code didn't apply nor did the new customer free ship promise, but nowhere did they state that. The wrong knob arrived and I had to PAY to ship it back and PAY for the new knob because I was already committed to this one for my client. It took 4 - FOUR tries to get the address to ship the wrong knobs back and now I HOPE I get credit for them. They didn't even send a shipping label. DO NOT SHOP HERE"

"I am in the construction industry & have ordered a certain VDyke's medicine cabinet for several projects over the years. Recently I ordered 2 "In Stock" med cabs, one of which arrived broken & a 2nd I have not seen. It took 2 weeks of emails & phone calls to have the broken cabinet picked up. The Back Order dates keep getting pushed further back for both. If the replacement & 2nd order cabinet arrives when they now say it is expected I will have waited 2 months for both. Construction projects have budgets & deadlines, we count on our sources to help us deliver, but apparently VanDykes does not care. I have had to make way too many calls on this. They are all very nice, apologize, promise to get a manager to call me... No one ever calls.
If you need good customer service or are working a job site that needs timely deliveries & good service don't look to VanDykes. Im not sure what has happened within their company, maybe overseas vendors are failing them, maybe something in their Communications/ Customer Service is breaking down, maybe they are understaffed... Whatever the case, I recommend finding another source for your project. You will probably be as disappointed at best; at worst in a real bind as I am now. This will be my last dealings with them. "

"I ordered 2 door stops for a project and only received one item in my shipment. There was no mention of any future shipments or backorders when I ordered or when I received the one piece. When I called, I was told the second piece was on backorder until November--5 months from now!! What a huge disappointment! I had hired/scheduled a contractor for the project and will now have to delay the project as I search for an alternative hardware solution. This is completely unacceptable. Additionally, I have to spend more of my time filling out paperwork to return the piece I now don't need. Terrible!!!!"

"I bought something from them about FOUR AND A HALF YEARS AGO. The person on the phone assured me the product would be what I wanted. It was not just overpriced, but turned out to be very much the wrong size. I returned it and got a refund, so that was good.

I have been getting their catalogs ever since. We have a small PO Box and the fat catalogs are choking our mail. I have attempted to remove us from their mailing list on the phone at least once and over Facebook twice. The catalogs keep coming. It's a waste of resources and it's a serious problem when we can't check that box constantly. They keep promising they have removed us, and they keep coming anyway.

Just an awful experience all around."

"After reading the other reviews, I was concerned that I would not receive a refund for an item that I returned. The happy news is that a full refund has been credited to my account. I had ordered two matching ring pulls, and was disappointed that they shipped just one when there was no assurance that the other would ever be in stock. Since I could not use just one, I returned it. I was please to see that the full purchase price, including shipping, was refunded. The matching ring pull was canceled. "

"Ordered some cabinet knobs. Did not like them and wanted to return. Their stated policy is returns in 30 days OK no questions asked. They are telling me that they are waiting to hear from their third party supplier. They have lost control of the customer service. If you buy something and need to return it, don;t expect it to be as easy as their policy statement would suggest. I have been back and forth with their customer support person five times and still don't have a way to return them. It'll be a long while before I buy from Vandykes again."

"dont even consider using these people on your project. the customer service is worse than abysmal. I have not been able to get a complete product for almost 3 weeks now. they cant answer any questions and worst of all they cant tell me when mt missing parts will arrive. Just when you thing your missing parts are being mailed to you BAM!!! a week later you hear they never shipped!!! a homeowner has held money from closing on their home because i cannot finish their project! van dyke assured me all parts were in stock. now here i sit on what was a time sensitive project with $18,000 held back because I cannot finish the job. DO NOT DO BUSINESS WITH THESE PEOPLE!"

"Do not order anything from this company if there is any possibility you might want to return it. I have labored for a few months to return an order I placed with them only to have them essentially claim that one of their vendors is responsible, not them!"

"Do not order anything from this store. I ordered a set of brass corner fittings. All four were defective and unusable. I returned them immediately using Van Dyke's return process. Their policy stated they would make a full refund, including all shipping charges, on defective products. They did NOT refund my two-way shipping charges. I had to file a protest with my credit card company, who credited my account with the disputed amount. "

"This is standard message you’ll receive from Van Dyke’s:

Dear Valued Customer,

Thank you for contacting Van Dyke’s Restorers! We are committed to excellence, and we greatly appreciate that you have chosen us for your restoration project.

This paragraph will address the specific topic of the message

We are here to serve you; please let us know if there is any way that we can make your shopping experience more enjoyable. Thank you for contacting Van Dyke’s Restorers and have a nice day!

Warm regards,

Don’t believe it. All the ‘Valued Customer’, ‘committed to excellence’, ‘shopping experience more enjoyable’ are all lies!

I could detail all the same issues that the others have expressed on this review site – slow response, evasive response, no response, and my favorite: ‘your issue has been directed to the proper department’, which is a cousin of the infamous “the check is in the mail”. It amazes me that a company serving such a small percentage of the population, doesn’t understand that each customer is a gift and treat them as such.

VanDyke’s has confused what they sell with the business they are in. Their business is building customer relations and solving customer problems. The problem may be finding the right door knob. But it may also be resolving the return/replacement of damaged goods. They do reasonable well in the first category, though they don’t really “add-value” to the product. And they do horribly in the second category.

After three weeks I went to one of their competitors to obtain the fixture I needed in order to complete the job. I have yet to hear from Van Dyke’s. Not even the courtesy to contact me and tell me that they don’t want my business.

That’s ok. My first job is never buy from them again; and my second job is to warn as many customers and contractors I’m in contact with to never buy from them, either.
"

"Inaccurate website.
Impossible to return anything, I've been trying for three weeks!
What a hassle, spend your money someplace else!
This store turns things that should be fun into a nightmare."

"Similar terrible customer relations problems others have reported. They made a fault with a product (hinges) my problem, never tried to deal with the problem. Items I have bought have had the similar traits of looking good, but with operating flaws that true quality control would catch. They say they are committed to excellence, but not to customer care. Aside, I have noticed that all the product reviews they show are positive. My accurate, polite review was ignored."

"My first time using this merchant, I had a terrible experience with them sending me an item which was totally not up to the level of its online description. Upon returning the item, the company didn't give a refund until I had contacted my credit card company for a charge back. THEN the refund suddenly appeared but at a reduced amount.

How can companies actually stay in business while getting away with this crap? "