Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my bathroom remodeled between Feb and Mar of 2025, the contractor purchased and installed a Delta Shower door. The door was fine until a few weeks ago, it opens by itself when I am in the shower. I reached out to Liberty because this door is under warranty. They had me take pictures and I did. They then wanted me to get a level and take measurements. I am a senior citizen female I don't know about doing that. I had to pay for the door and these people want me to repair by looking at pictures. I have no clue how to fix a door and I shouldn't have to. How can they offer a warranty but wants the consumer to make the repairs. They need to send someone to review and repair this door.

  Business Response

  Date: 08/08/2025

  Good morning,
  
  Thank you for bringing this matter to our attention and providing us with the opportunity to respond. 
  
  Liberty regrets that this customer has encountered issues with our product. We have been in touch with the customer, and to proceed with their case, we require specific photographs of the unit in question. While some images have been submitted, we have not yet received all the necessary documentation to assist further with the claim. Until these photos are provided, we are unable to reach a determination regarding the case.

  In instances where a shower door system opens on its own, it is typically due to the enclosure being out of level, which falls outside our scope of responsibility. To assess whether this is the underlying factor, we have requested particular photographs: an image of a tape measure across both the top and bottom of the enclosure (wall to wall), as well as a photo showing a level placed at the center of the track. Once these materials are submitted, we will be able to continue processing this case. Please note that we do not offer field agent home inspections
  
  Liberty takes product safety seriously and encourages all consumers to reach out to share information regarding product performance.

  ****** *****
  Customer Experience Manager
  **********************
  *******************************************************************************************************
  ************
  ******************************************************************************************************* | ****************************************************

   

  
  

  Customer Answer

  Date: 08/08/2025

   I am rejecting this response because: I provided the pictures to the best of my ability. I DO NOT OWN A LEVEL AND I HAVE NO IDEA HOW TO MEASURE A DOOR AND I TOLD THESE PEOPLE THAT. I AM NOT A CONTRACTOR. WHY OFFER A WARRANTY AND EXPECT THE CUSTOMER TO MAKE THE REPAIRS. THEY CAN EITHER PROVIDE SERVICE OR MY MONEY FOR THE DOOR 
  
  
  

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31, 2025 I was working in my office and heard a loud explosion. I went to investigate and found shattered glass all over the bathroom. I was the only one home and the bathroom had not been recently used. I took photos and video and submitted this to Liberty. I responded to a multitude of follow-up requests and assurances that reimbursement for a replacement would be provided if this was within warranty. After follow-up requests, the replacement was denied due to alleged mis-installation. The installation was done by a licensed plumber and the explosion was not caused by any issues with installation. I continue to be of the belief that this issue should be covered by the manufacturers warranty and it is unfortunate that for months now we have had to use our daughters bathroom since ours is without a shower door.

  Business Response

  Date: 06/12/2025

  Good morning,
  
  Thank you for bringing this matter to our attention and providing us with the opportunity to respond.  Liberty was sorry to learn of this consumers experience with our product.

  We understand their concern, and safety is our number one goal for consumers that have purchased any of our products. When our shower doors are handled and installed properly, we stand behind the fact they are a safe product.  Part of that safety includes relying on the consumer and their installers to read and follow the guides we provide to ensure the product is installed according to our specification.  Tempered glass is a safe product, and warnings are laid out multiple times throughout the guides to ensure that both the consumer and the installer understand the critical importance of following these instructions because it is glass, and it can still break.  We rely on the photos and videos provided and utilize that for our investigations.  In this consumer's instance, their installer did not appear to follow our installation guide, and this is not something we are responsible for.  As a gesture of goodwill, we are willing to send any replacement parts the consumer may need, such as screws, bumpers, seals, rollers, and handle if necessary.  Their installer would be responsible for the replacement glass.
  
  Liberty takes product safety seriously and encourages all consumers to reach out to share information regarding product performance.

  
  ****** *****
  Customer Experience Manager
  ********************************************* ******************
  *******************************************************************************************************
  ************
  ******************************************************************************************************* | ****************************************************
  

  
  

• Initial Complaint

  Date:11/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product on their advice that it would fit my shower doors. 6mm guards. When i got them opened and tried one on and it didnt fit. I emailed them their response is too bad you opened it there package so we wont accept return. They are not damaged and still in original package. Emailed them quickly too.

  Business Response

  Date: 11/13/2024

  Dear Ms. ************** you for bringing this matter to our attention and providing us an opportunity to respond.  Liberty was sorry to learn of the difficulties this consumer had in reaching assistance.   
  The consumer indicated that she had a corner shower unit.  Liberty Hardware does not manufacture this type of product.  On our replacement part pages, there are detailed bullets that advise consumer to verify the parts, which door systems they work with, along with installation guides for the consumer to refer to.  As a courtesy,Liberty refunded this order and advised the consumer.  It should take 5-7 business days for her to receive depending on her bank.
  Liberty takes product safety seriously and encourages all consumers to reach out to share information regarding product performance.
  
  ****** *****
  Customer Experience Manager
  ********************************************* Manufacturing Corp.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** In October 2024, I bought a set of Delta sliding bathtub doors ( Designed And Distributed By Liberty Hardware ************************* ) through **********. The instructions said to cut parts separately, but did not specify which miscut parts were eligible for replacement. I mis-cut the side rails length which made the doors too tall for the bathtub enclosure. The instruction page does not exclude ANY miscut parts. This page reads, in part, 'For mis-cut or damaged components, contact us for a one-time replacement on us'. I need the 2 replacement rails (Installation Guide October 2022 ) and the missing bumper pads that fit inside the 2 rails. The package PO # is ********. I would like either the replacement parts or a refund on this door set and the 2nd door set I have on order with ********** for my 2nd bathroom.

  Business Response

  Date: 11/06/2024

  Dear Ms. ************** you for bringing this matter to our attention and providing us an opportunity to respond.  Liberty was sorry to learn of the difficulties this consumer had while installing their shower door. 
  

  The consumer indicated that he miscut his side jambs and needed replacement.  In the installation guide, there is no direction to cut these items.  The consumer is only instructed to cut the top and bottom tracks to ensure proper fitment. Since the consumer stated they cut their side jambs, this indicates that the consumer has voided their warranty. The consumer can repurchase these items on our website, *********************************************************** communicated this to the consumer via phone on 11/05/2024.
  

  Liberty takes product safety seriously and encourages all consumers to reach out to share information regarding product performance.
  
  ****** *****
  Customer Experience Manager
  ********************************************* Manufacturing Corp.

  Customer Answer

  Date: 11/06/2024

   I am rejecting this response because:
  
  Sir/Madam,

     It should have been stated CLEARLY in the yellow page of instructions that ONLY the header and bottom rail should be cut as needed. To locate the warning further down in the manual would only invite unnecessary trouble. In other words, the yellow page of instructions should have superceded the manual instructions. I don't want to seem hostile or belegerent, but I think that if a warning or alert was put in bold letters to not cut the side rails, it would make assembling the doors much simpler.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 9th, 2024, while I was in bed, my Delta Contemporary Shower Door from Liberty Hardware Mfg Corp emitted a high pitch deafening sound and then violently exploded like a bomb. So much so that shards were imbedded into the caulk, items inside my shower were somehow blown out of the shower, and glass came out of the bathroom (~15 feet). Photos were taken and submitted. I reported this immediately to ********** and just requested a replacement, and ********** forwarded it to Liberty. I have been without a shower for 3 weeks waiting on responses that I receive in a very untimely manner. 21 days later, and they decided they won't replace it due to "mis-installation". It is frameless and was installed correctly and with all parts that were delivered to us. There is another review of the exact same issue on their ******** and another on **********'s website. They obviously have a serious (and extremely dangerous) problem and they will not address it.

  Business Response

  Date: 04/09/2024

  Dear ************,
  
  Thank you for bringing this matter to our attention and providing us an opportunity to respond.  Liberty was sorry to learn of the difficulties this consumer had in reaching assistance.  We have been in contact with the consumer and believe weve reached a favorable resolution.   
  
  The consumers photos showed evidence of installation errors, which likely caused the breakage event.  The consumer is going to purchase replacement glass.  As a courtesy, Liberty is sending the consumer various components to complete the installation, as well as providing reimbursement for his purchase of replacement glass.
  
  Liberty takes product safety seriously and encourages all consumers to reach out to share information regarding product performance.

  ***********************

  Customer Experience Manager

  ********************************************* Manufacturing Corp.

   

   

• Initial Complaint

  Date:04/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have this issue since February regarding a product from *****, naturally, after the accident, which was not caused by our failure, since we were only cleaning the glass after a bath as instructed by the manufacturer, the glass simply exploded in the hand, causing even injuries.
  
  We contacted ***** because the shower door is from that company, the product's box identification and even the glass itself has ***** printed on it.
  
  After a hard time to have any answer from ***** SHOWER DOORS, they said that is not with then (!) because the shower door has one towel bar on each door, believe it or not, if there was only one towel bar was with ***** but with two, this is a customer problem with another company!
  
  They answered us the only option: that was to contact the LIBERTY HARDWARE COMPANY.
  
  At that time we think that we could solve the case once for all, we had to repeat all story BUT, unfortunately, we realized that LIBERTY HARDWARE has the worst customer service we ever had!
  
  Their annoying process is extremely difficult, after you wait a lot at the phone for finally, someone answers the call, they ask you to send pictures and more pictures, just remembering, all this process started February and, until today, after we provide all the bureaucracy they demanded, the LIBERTY HARDWARE customer service not even answered us properly.
  
  No customer respect from ***** and from LIBERTY and because this we contacted BBB to help us!
  
  Case Number: 00834823
  Customer Service representative @ Liberty Hardware: Mackenzie
  Technical Provider
  Delta Shower Doors Customer Care Team

  Customer Answer

  Date: 04/11/2023

  Good morning,

  About the requested clarification: since we started the process with the factory, they accepted when we mentioned that the product was installed at the first month of 2020 and was bought at **** *****.

  We mentioned that we lost the invoice but they searched the product lot number that we provided (with a picture) and generated the case number the same way as one complain with invoice, so, please I wish to ask you accept because there is already even a case number generated by the manufacturer.

  Thank you,

  *****

   

  Business Response

  Date: 04/28/2023

  Dear Ms. ****,
  
  Thank you for bringing this matter to our attention and
  providing us an opportunity to respond.  Liberty was sorry to learn of the
  difficulties this consumer had in reaching assistance.  We have been in
  contact with the consumer and believe we’ve reached a favorable resolution.
    
  
  The consumer’s photos showed evidence of installation
  errors, which likely caused the breakage event.  The consumer is going to
  purchase replacement glass.  As a courtesy, Liberty is sending the
  consumer various components to complete the installation. 
  
  Liberty takes product safety seriously and encourages all
  consumers to reach out to share information regarding product performance.

   

  Best, 

  Liberty Hardware Manufacturing 

   

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  They clarified the missing contact/answer and sent me the parts I need.

  I am satisfied with their care and now it’s everything solved.

  Thanks also for BBB for the help.

  Sincerely,

  *****

• Initial Complaint

  Date:03/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two sets of bathtub shower doors and installed both myself. One of the glass panels shattered spontaneously one night while I was in a different part of the home. I contacted liberty hardware to discuss the lifetime warranty. Initially, Kim was helpful and responsive, first on the telephone, then secondly via email. I provided a description of the event that occurred, receipt of purchase from home depot, and all pictures that were asked of me. I emailed on Feb 4, 13, 14, 18, and March 5. I had not received a response since Feb. 15th. The glass shattered over two months ago and the lack of a response or resolution has left me with one shower door.

  Customer Answer

  Date: 03/27/2023

  Thank you for t the message. I purchased the product at a home depot store, but the product company hq is out of state, *******,  i believe. I called the customer service phone number initially, then corresponded strictly by email. I hope that helps clarify. 

  Customer Answer

  Date: 04/07/2023

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 03/18/2024

  Dear ************,

   

  Thank you for bringing this matter to our attention and providing us an opportunity to respond.  Liberty was sorry to learn of the difficulties this consumer had in reaching assistance.  We have been in contact with the consumer and believe weve reached a favorable resolution.  

   

  On 05/14/2023 the consumer requested a reimbursement for their purchase of a full replacement.  We provided that reimbursement via check on 05/24/2023.

   

  Liberty takes product safety seriously and encourages all consumers to reach out to share information regarding product performance.

   

  Best,

   

  Liberty Hardware Manufacturing