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Business Profile

Hardware and Tools

Hardware Factory Store

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/19/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 called hardware factory supply in ********** on August 15th to ask about getting their 17 inch guietine cutter warrantied. The platen or the piece that you crank down to hold the paper tight has bent as it will not hold paper tight or flat. I was first greeted by a women named ***** who once I explained my issue to she asked me if she could have a different sales person call me back. *******, possibly deflection but I agreed as possibly she may not have known the answer. So I called back to a different extension and she answered again. I asked ok so who could I speak with then. She exclaimed geez you didnt even give me a minute, and put me on hold. Horrible customer service example one. She came back on and gave me an email to a women named ******* and asked me to send her my order number date purchased and the item number. I went a few steps above and provided a picture of the issue as well as my invoice. No response from this ******* person instead someone named ***************** from ***** intercepted the email and began the whole things all over. First asking for everything I already provided. In my first email I explained that I had already tried trouble shooting to see if it was something to be fixed. The next email from **** 24 hours later was asking me to try trouble shooting from the guides provided online. I already had. The next email which was the next day asked if I really needed to be using it where it was loose and if I could cut further down. what?? No I want to use the product how it was intended. Now after pictures and asking if they will uphold there warranty a full 24 hours later they are wanting a video to send to their factory to confirm. The reason this is going on like this is because they have a 1 year warranty which I purchased on September 7 2023 it is August 19th 2024, so as you can see they are purposely dragging this on by responding to one email every 24 hours to try and go past the warranty date.

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