BBB Accredited Business since
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This company offers cabinet knobs, drawer pulls, bar pulls, casters, cast brass, switch plates and outlet covers via their internet websites.
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A BBB Accredited Business since
BBB has determined that Cool Knobs and Pulls.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Cool Knobs and Pulls.com include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Henry County Business License
Phone Number: (276) 634-4691
Type of Entity
Business ManagementMr. Rory Yates, Director of Operations
KNOBS KITCHEN ACCESSORIES CASTERS & GLIDES INTERNET SHOPPING
Alternate Business NamesCool Casters.Com J. G. Edelen Company, Inc.
Industry TipsBBB TIP
850 Hollie Drive
Martinsville, VA 24112 (276) 632-8250 (800) 811-6302 (800) 394-8502 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (800) 811-6302(Phone)
- (800) 394-8502(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: I recently needed to replace a knob from kitchen cabinet, a 1&1/4 inch Emtek glass knob. I went to Google, typed Emtek glass knob,the website for "Cool Knobs and Pulls" came up as having Emtek knobs. Their site came up as having the knob, otherwise I would have never gone through them as the other 40 knobs in my kitchen are Emtek 1& 1/4 glass knobs.Placed the order for their 1&1/4 inch glass knobs, what I thought to be Emtek what I received was something different. A glass knob,not the ones that I wanted,and they didn't measure 1&1/4", smaller than what I have and wanted. Called the company, told them the situation because they charge a restocking fee. I was told that, not only will I encur the restocking fee, it will be 25% as it has been more than 30 days. One of the women I spoke with told me that they measure their knobs from longest point to longest point however, when I ordered them from a hardware store,their 1&1/4" was the same size as the ones that I already have. I spoke with the manager,she admonished me for waiting and told me it was my my mistake.
Desired Settlement: I would like a refund and no restocking fee. I am surprised this company is in business if this is how they operate.
Business Response: In reply to this complaint I feel that it is not at all our responsibility to waive this customers restocking or shipping. This is our company policy and I will paste all information below. This absolutely was not our fault and the customer had plenty of time to return this to be charged only the 15% fee vs the 25%. I think she may have failed to read the policy. We stand by our decision and all our customers have to abide by this policy. If we had advertised as Emtek it would be one thing but we absolutely did not. We can't control what google pulls up. I am pasting all data below indicating our policy. Return Policy: This is very clear what our return policy is and we feel that if it was something she couldn’t use then 30 days was ample time to return it for credit. Customers may return items up to 60 days after purchase for credit. You will be credited the full amount minus the applicable restocking charges and exceptions listed below. Customers will not be credited for applicable shipping charges and customers are responsible for return shipping costs. Returned items must be in their original undamaged condition to qualify for credit. Items returned within 30 days of purchase will incur a 15% restocking fee.Items returned between 31 and 60 days of purchase will incur a 25% restocking fee.Items returned after 60 days will not be credited. Below is the description that was on the customer order. Nothing indicates Emtek at all. It was never questioned until now. The only thing that led her to our site was when she Googled Emtek Knob the description had knob in it therefore our site showed up as having knobs. We have not said we wouldn’t refund her but it will be according to the regulations of our company policy. Item to Purchase Item No. Price Ext. Price 3 #G-75 Katie Brown Collection Clear Glass Knob with Brushed Nickel Base KB00075G00CLBN5 $7.49 $22.47 Subtotal: $22.47 Shipping (UPS Standard Shipping): $4.95 Total: $27.42 This is our advertisement and again it says nothing about Emtek. It is specced correctly just as listed below. We have no reason to state otherwise. We are a reputable company and will stand behind our product but, we were not in the wrong in this situation. G-75 Katie Brown Collection Clear Glass Knob with Brushed Nickel Base Product #: KB00075G00CLBN5Finish: Clear with Brushed Nickel BaseDiameter: 1-1/4 in. (32mm)Projection: 1-1/8 in. (29mm)Material: Glass/MetalStyle: Transitional G-75 Katie Brown Collection Clear Glass Knob with Brushed Nickel Base Product #: KB00075G00CLBN5Finish: Clear with Brushed Nickel BaseDiameter: 1-1/4 in. (32mm)Projection: 1-1/8 in. (29mm)Material: Glass/MetalStyle: Transitional v