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Oven Repair
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From start to finish my experience with Baldwin Brass has been simply outstanding. I purchased two different door knobs for my antique bathroom/hallway door and I have never seen such quality and beauty.
Their customer service agents are knowledgeable, helpful and friendly. Eddie (and others) in sales expertly walked me through what I needed. I hadn't anticipated how much detail goes into being sure you order the right product. Tech support helped me as well to rectify a small glitch which was my fault.
Treat yourself to Baldwin products without hesitation. Ten stars and thanks from this happy customer!
Purchased a front door lock set 20 years ago and when a portion of the internal lock failed I received an entire door set for free. They stand by their product!!! I have purchased lamps draw pulls and Baldwin brass has excellent products and personal!
Horrible customer service. I bought a mailbox slot, dead bolt lock which after a few weeks has spits on it. I contacted Customer Service spoke to Nicole, sent her pictures and no response. I also purchased a mortise entry set from them close to 3 thousand dollars. If this is the way they treat customers I can’t imagine how the product would be any better. Thank goodness for credit card protection which I will be contacting now as Baldwin Brass has no problem taking your money but not standing by their product. They probably should not have opened those factories out of the country for cheaper labor and cheap products. The problem is their products are anything but inexpensive. You’re better off buying from Grandeur Hardware or Emtek both companies make their products in the USA not Mexico. I really regret buying from Baldwin, don’t make the same mistake.
I spent $500 on a door handle which I promptly returned when unsatisfied with the product. Instead of processing my refund, the company told me to "get a lawyer" - a completely unprofessional response to a standard return request.
The reason is because they accidentally sent me a duplicate door handle and are now refusing to process my refund unless I return their mistake. This is not only poor customer service but actually illegal - the FTC clearly states that companies cannot demand payment or returns for merchandise they sent in error.
I'm now out $500 with no refund in sight, being strong-armed into shipping back an item that they sent by mistake. Save yourself the headache and shop elsewhere. This company's business practices are unethical and their customer service is rude.
UPDATED - I did return the lock. You received it. But your rude and dysfunctional staff did not document it. I will never ever purchase from your team again. You will see that the return label was used.
I would first like to start off by saying, since I suspect this company's way of discrediting reviews is by acting as though their order never existed, my order number is 0181707 and I have even uploaded my invoice along with photos.
This company as a whole is simply disgraceful. I placed an order with Jody over the phone who was initially delightful to work with. Upon delivery of my item I was told I had to pay $220 in duties and custom fees (shipping to Canada). Now I already knew I was going to have to pay duties and taxes but the amount was astonishing until the UPS driver told me and showed me that Baldwin Brass Centre had declared the item as 2 times it's value! I had no choice but to pay upfront and deal with it later. After contacting UPS I was told to have Baldwin contact UPS to update the declared amount who would then submit the change to customs and eventually issue me a refund for the difference. I called Baldwin Brass Centre back and reached Jody who acknowledged that there was indeed a mistake in the declared value as what it should have been was simply $300.60USD as reflected on the invoice and not $501USD. She then said for me to speak with her Supervisor, Jason. I left 2 voicemails with him and no call back.
Now. Here's the WORST thing about all of this:
I did not open the packaged item until later that same day I received it and called to complain about the inaccurate declared value. After opening the product it is evident that it is either used or was a floor item. The finish is rubbing off on numerous places and has deep scratches. There is even a CHIP on the handle. Honestly I was so upset. I spent over $650 in total on this entry set just for it to arrive DAMAGED.
I immediately called back Baldwin Brass Centre and reached Jody again who said they would need photos which I was already prepared to email over. She gave me Jason's email and I forwarded them over to him along with even a video. After 3 business days from me sending the photos and video with no reply in any form, I decided to call them back again, and FINALLY I was able to speak with Jason. He acknowledged that the item was definitely damaged but would have to SEEK approval on what needs to be done by HIS superior. Ok fine. Well it has been over 7 days and no one has responded to my emails and can you believe these guys are actually IGNORING MY PHONE CALLS.
I'm in utter shock by the customer service of this company.
