ComplaintsforDK Hardware Supply, LLC

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Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
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.
I received this message from DK Hardware regarding my lost item. They gave me the option of reordering or receiving a refund. I chose the refund. They drug their feet for two more weeks, and I finally had to file a case with Paypal. On Mon, Feb 5, **** at 6:01PM ************************* | DK Hardware <***********************************> wrote:Hi,Good day!I contacted the vendor and I was informed that there was a problem regarding the delivery of item # A226110313C1-2. The driver left a note that the item was not in the truck. Please confirm if you would like us to process a refund or if you would like to get a replacement for this item. We apologize for the inconvenience.Kind regards,
Business response
02/23/2024
Good morning ****,
We apologize for this experience.
Whenever there is an issue with the delivery coming from the manufacturer to customer, we have to file a claim in order for replacement/refund to be processed, as often times driver will redeliver the package.
Unfortunately, this process may take a few days.
Nevertheless, we are glad to inform you that claim has been approved and full refund has been issued to your PayPal account yesterday.
Thank you for your patience and we do apologize for any inconvenience this may have caused.

DK Hardware
Business response
02/23/2024
Good morning ****,
We apologize for this experience.
Whenever there is an issue with the delivery coming from the manufacturer to customer, we have to file a claim in order for replacement/refund to be processed, as often times driver will redeliver the package.
Unfortunately, this process may take a few days.
Nevertheless, we are glad to inform you that claim has been approved and full refund has been issued to your PayPal account yesterday.
Thank you for your patience and we do apologize for any inconvenience this may have caused.

DK Hardware
Customer response
02/23/2024

Complaint: 21333135

I am rejecting this response because: This level of customer service is simply unacceptable. I will never buy anything from your company again. They need to do much better.

Sincerely,

***********************
Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
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.
Ordered a spark module replacement on December 23, 2023. They immediately charged the credit card but have not shipped the product.I will be asking them directly for a refund and will be filing a dispute with my credit card company.I am posting this complaint with the BBB as it is very clear that this company has a history of taking orders and charging people before shipping the product, and never actually does fulfill the order. The number of similar complaints posted to the BBB is surprising and I believe the BBB needs to take action against this company.I bet they run this scam hoping for the people who forget to follow up so that they can keep their money.
Business response
02/22/2024
Good afternoon *******,
We sincerely apologize for the delay on your order.
Unfortunately, item you have ordered has been in high demand and our supplier has changed the *** a few times. I see that last *** provided to you was February. Coincidently, we are scheduled to receive this material today as the new shipment finally arrived at our vendor's warehouse.
In regards to charging customers in advance, being a distributor, in order to secure the material with the vendor, we bill the order at the time it is placed. If customer decides not to wait any longer we always refund the funds back to the original method of payment.
As per your request, we have refunded your card ending with 2819. Your order has been cancelled. Please note, some banks take a few days for refund to get posted on your account.
Once again, we apologize for any inconvenience this may have caused.

Thank you
DK hardware
Initial Complaint
02/12/2024
Complaint Type:
Delivery Issues
Status:
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.
On 1/18/24, I purchased a Pro-Lok BP201IC Best, Falcon, and Arrow Small Format Interchangeable Key Cutter from DK Hardware Supply for $923.99. I was charged $932.78 on 1/18/24 on my CC (Credit card receipt - 01/18 01/18 DK HARDWARE SUPPLY LLC ********** ** $932.78)On 1/29/24, 11:11am - Email received from DK Hardware (attached) with the product and price noted above.On 1/29/24, 12:36pm - Called and left a voicemail. Sent an email stating I had not received the product nor had I received the tracking number of the shipment. I was concerned as my CC had been invoiced.On 1/29/24, 1:39pm - I received the following reply: "We received your email, and i want to let you know the wrong Price was listed on the web. Your cost on this item will be $1,848.71, would you still like to place this order? Right now this order is on hold."On 1/30/24, 4:42pm - I responded : "I received an email attached from DK Hardware today at 11:11am. The price on this email is $923.99. I would like you to fulfill the order for the amount I have already paid. DK Hardware has already billed my credit card in the amount of $932.99 which includes shipping. I have sent you my receipt from DK Hardware from Jan 18. My credit card was charged on Jan 18. Please fulfill your end of our agreement.I expected to have received this part by now it was ordered ******************************************************* the below? Its illegal to advertise a price and then say its not the right price. (Again, DK Hardware sent me another email today advertising the Best, Falcon, and Arrow Small Format Interchangeable Key Cutter for $923.99). I have paid you. Pro-Lok BP201IC Best, Falcon, and Arrow Small Format Interchangeable Key Cutter (dkhardware.com)Who can I speak at DK Hardware about this? I have called and left a voicemail but not heard from anyone.on 1/30/24, I received "Cancel the order, or proceed and pay 915.35$ of difference with 10% discount from me"
Business response
02/15/2024
Good afternoon,
We would like to apologize for the frustration this may have caused.
At the time we attempted to submit your order to our supplier for shipment they advised that the manufacturer doubled the cost and original pricing can no longer be honored.
Same response was given to us by two other suppliers.
We will go ahead and cancel your order as we are unable to fulfill it. Full refund has been issued.
Once again we sincerely apologize for the inconvenience.

DK Hardware
Initial Complaint
02/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Order# DKH-******* was ordered on Jan 12, **** and never received. I have spent the past 2 weeks dealing with a group of unhelpful ****************** that will not resolve and resend the order. Their carrier seems to have issues, but DK are making me suffer and pay the price while they work with the **** who they paid. Makes no sense to make me waste my time like this. I am not sure what happened but the call center will not do anything and keep stringing me along where there does not seem to be a resolution in sight.
Business response
02/07/2024
Good afternoon,

We are sorry to hear about your experience.
Per our records your order was shipped on 1/19 to the address provided and per **** tracking was delivered on 1/22:
********************************************************************************
Per our policy if the package is marked delivered, however customers reports non-receipt of the items we have to file an investigation with the carrier to locate the package, which is what we did.
Per ****, they have contacted the delivery unit and here is the latest report:
"I just received an update from the delivery unit advising the item was left inside where the mailboxes are located on top of a table. Obviously the item would not have fit inside because of the size. They also mentioned there is no apartment 112 at the address. The *** Tracking confirms the item was left at the correct location. My concern is that if there is no such apartment number, the item should have been returned to the sender as undeliverable and not left at the location. If the item is not found, the addressee can contact the local authorities as well as the Postal ****************** to report possible mail theft. Can you verify the apartment number please."
Please verify your address and the apartment number.

Thank you
DK hardware

Customer response
02/08/2024

Complaint: 21234483

I am rejecting this response because:
This is really crazy. What kind of company continually puts people that buy from them in such a lurch that after one month of dealing this them the customer still don't have what they paid for. Dealing with DK is mind-numbing, I recommend that no one in the US transact with this company. For some reason DK feel it is better to string customers in the a month long expedition to no where then actually take care of the customer. The address is correct. **** misdelivers all the time here we get other building's mail incorrectly. Of course they said they delivered it. Unfortunately you are using a sloppy delivery service that is not really for package delivery. If they are saying that the address is incorrect then why didn't they return to sender. It really doesn't matter, I DID NOT GET THE PACKAGE. Stop this craziness. I can provide another address if need be. This needs to stop, it is *************** how a bunch of people on the other side of the world in the call center are just freely aggravating customers like this.
Initial Complaint
01/28/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On December 27, 2023, I ordered Rhino Ratchet Straps from DK Hardware. This was a Christmas gift for my husband. We never received the product and no one could ever give me an even approximate date on filling the order even though my credit card had already been charged. I called numerous times and cancelled the order. I have yet to receive my credit refund on my card and email showing the credit even though this has been promised multiple times with their call center. Product unavailability sometimes is understandable. Lack of refunds on cancelled orders is not. Please refund my purchase as promised.
Business response
01/29/2024
Dear ******,

We sincerely apologize that we were unable to fulfill your order.
Please be advised that full refund was processed on 1/23 in the amount of $116.16.
Please see confirmation attached.
Refund transaction # is 8q5b8rzd.
Thank you for your patience and understanding.

DK Hardware
Initial Complaint
01/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased two window units from DK hardware on June 27 of 2023. One of them has failed. It has a one year warranty but I cant get DK hardware to honor the warranty. They just been putting me off this has been going on for a month Im doing without heat Im 77 year old disabled veteran and I cant afford to keep buying these things when I purchase them with the understanding that I have a warranty also Ive been getting from these people is a runaround they say the papers are in process I talked to the factory the factory cant do anything until DK hardware files of paperwork so thats where I stand. I appreciate any help you can give me thank you very much and have a good day.
Business response
01/29/2024
Good afternoon,

Please be advised that the warranty claim has been approved and we have entered a courtesy replacement for you on 1/22. We are currently waiting for the unit to arrive to our warehouse. As soon as it ships we will send you a tracking number. We have been in communication with *************************** who is aware of the replacement order.

Thank you for your patience.
DK Hardware
Customer response
01/30/2024
The last communications we had with DK hardware was exactly what you sent me. They said theyve processed it. I havent seen a tracking number. I havent seen the air conditioner yet, so I wish for you to continue to pursue it as we did from the beginning.
Customer response
01/31/2024

Complaint: 21170580

The last communications we had with DK hardware was exactly what you sent me. They said theyve processed it. I havent seen a tracking number. I havent seen the air conditioner yet, so I wish for you to continue to pursue it as we did from the beginning.
Sincerely,

***********************************
Customer response
01/31/2024
I wish to continue the complaint with DK hardware because theyve been telling me this for five weeks the same thing that its in process so I dont believe them. I wish to continue to complain until I have the new air conditioner in my possession. However, long it takes I appreciate your help in getting as far as we have gotten, but I wish to continue it until I have possession. Thank you very much.
Customer response
02/01/2024
Ive been getting your emails and Ive been responding the best of my knowledge, but evidently I dont know as much about this Internet stuff as I need to. If you get this, I do not wish to close the complaint I have not received anything including tracking or the air conditioner itself, so nothing has been accomplished so I appreciate all the help that you can give me in the future. Nothing has been accomplished yet thank you very much. Have a good day.
Customer response
02/01/2024

Complaint: 21170580

Ive been getting your emails and Ive been responding the best of my knowledge, but evidently I dont know as much about this Internet stuff as I need to. If you get this, I do not wish to close the complaint I have not received anything including tracking or the air conditioner itself, so nothing has been accomplished so I appreciate all the help that you can give me in the future. Nothing has been accomplished yet thank you very much. Have a good day.

Sincerely,

***********************************
Business response
02/07/2024
Good afternoon,

We are glad to inform you that replacement was delivered on 2/6:
*****************************************************************************************
We hope this resolves the issue.
Thank you for your patience.
DK hardware
Customer response
02/08/2024
Yes, I received a replacement air conditioner yesterday and I want to thank you people at the Better Business Bureau for your assistance. Im sure that it would not have ever been resolved without your inlay into this situation. I want to thank you very much again and you have a good day and thank you very much.
Initial Complaint
12/31/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a product on the website on Dec 1. I needed the product by Dec 12 which was in line with when the description said I would get it. I contacted seller on Dec 13 and was told I should get it in the next day or two. It's been 30 days and I have not received the product and when I try to chat with them online I get no response. I received an odd email today asking if I received the item and tell me I had to wait another ***** hours before contacting them if I had not. This companies seems illegitimate to me and I regret making a purchase.
Business response
01/04/2024
Dear *******,
First, we would like to apologize that we were unable to fulfill your order.
We were able to pull up saved chat transcript from December 12th when you inquired regarding your order. CS rep ******** responded that ETA for Trim & Touchup Pad With Refill was indefinite as advised by the manufacturer. Unfortunately, this is still the case so we will go ahead and refund your order in full.
In regards to the follow up email you have received, this is an automatic email sent to all customers, so please disregard it.
Once again, we sincerely apologize for any inconvenience this may have caused.

Regards,
DK Hardware
Customer response
01/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, the chat I had on December 12 said I would be receiving the item with 2 weeks of purchase. I never saw anything that said indefinite because I would have cancelled item if that was the case since I needed it for a painting project.

Sincerely,

*******************************
Initial Complaint
12/17/2023
Complaint Type:
Product Issues
Status:
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.
On 10/11/23 I purchased a ******* 853451122RH Estate ****** Tubular Handle set (Order #DKH-1663287) from DK Hardware and received it on 10/14. On 10/21, a Door Installer came to my home to install a new door that we purchased and the handle set. As soon as he removed it from the box, he informed us that it was the wrong type and could not be used for the door. He put it back in the box and we sent it back to this company a few days later. They received it on 10/30 but did not contact me until 11/14 (two weeks later) indicating that I would not be receiving a refund (less a 20% restocking fee) because the item arrived damaged. They sent pictures of a box with my address and a damaged handle-set that was "supposedly" mine, but it clearly was not. Knowing that this was not the handle set I returned, I immediately contacted my credit card company to intervene who credited my account. However, as of 12/13, DK Hardware was still contesting this. A 20% restocking fee, I feel is fairly egregious, but I also feel that what happened to me is an unethical attempt to scam me (as well as other people) out of money for what amounts to a $5 repair that wasn't even caused by something that I did. The only proof someone would have to defend themselves regarding how an item was returned is if a video was made while packing the item for return. This is not realistic and, to my knowledge, not how reputable companies (e.g. **************** etc.) do business. At this point, DK Hardware has been allowed to keep 20% of the amount paid and "begrudgingly" that is all they should get. This is why I am utilizing this avenue to bring this matter to a close as I clearly will never, ever do business with this entity again. Could you please look into this so that something like this does not happen again to another unsuspecting victim? Their resolution was to send me the "damaged handle set" used in the pictures they sent me and keep the entire $350.70. Thank you in advance for your time.
Business response
12/18/2023
Good afternoon,
First I would like to apologize that it took sometime to advise you of the damage. Due to the amount of returns it may take longer for our receiving department to process and inspect the shipments.
We ship hundreds of packages on the daily bases and do receive a portion of items back as we understand that some parts may not work for customer's application. It is expected that items will be tested by customer to see if they will work or not, however it is also required that in the event that items do not fit they are returned in the original new condition. Please see our return policy below:

***********************************************************
Our best interest is to process all returns as smoothly as possible, however if any of the items come back damaged we must inform customer. We have no reason to swap parts, "fake" the damage and/or "scam" customers. If the part came back damaged, we take pictures of the items as received, in the original packaging and document the damage in the order.

In this case handle set came back scratched. Please see images attached. Unfortunately, the parts are damaged beyond repair and cannot be put back in stock.
It is possible that the handle set was not packaged properly and damage occurred due to components rubbing/scuffing against each other while in transit. Generally in cases like these, customer as a shipper has an option to to file a claim with the carrier if they believe that damages occurred in transit.
If you wish to receive the handle set back, we would be glad to ship it back to you at no cost.
Thank you for your understanding.
DK Hardware

Customer response
02/25/2024
Hello. It is most unfortunate that your volume of returns is such that your ******************** cannot inspect and process them in a reasonable amount of time. Thats definitely an Operations process improvement opportunity so as not to adversely affect customers. The obvious reason that an entity would swap parts or fake damage is for monetary gain. As I stated previously, the part was never used or tested. We purchased a new door from a major retailer and the new handleset from your establishment. The new door had two pre-drilled holes and your handleset was designed for a door with three pre-drilled holes. Therefore, the installer made no attempt to use the handleset based on simple observation. In relation to the inference that the unit was not packaged properly for return, then this would also be a DK issue since we used the original packaging that was provided with the handleset. The idea that I should consider filing a claim with the carrier who returned the item is outrageous. Based on the pictures, the areas damaged would not be caused during the shipping process. In addition to that, based on the pictures, there appears to be no damage to the box that contained the actual unit nor the exterior box that contained that box. What I do notice, and cannot help but go back to, is the fact that the pictures of the handleset returned are taken on what appears to be a warehouse floor surrounded by all sorts of stuff. My suspicion is that the box had been opened and sitting there for almost 2 weeks as it makes no sense that someone would purposefully place an item on the floor to take pictures. The obvious deduction is that if the item was truly damaged, it was not done by me or in transit from me. As such, *** had an opportunity to reassess the matter and feel that it is prudent for me to escalate this matter to the next level.
Your response to the complaint is noted but appears to be scripted, not fact-based and is therefore unacceptable.
Customer response
02/26/2024

Complaint: 21018787

Hello. It is most unfortunate that your volume of returns is such that your ******************** cannot inspect and process them in a reasonable amount of time. Thats definitely an Operations process improvement opportunity so as not to adversely affect customers. The obvious reason that an entity would swap parts or fake damage is for monetary gain. As I stated previously, the part was never used or tested. We purchased a new door from a major retailer and the new handleset from your establishment. The new door had two pre-drilled holes and your handleset was designed for a door with three pre-drilled holes. Therefore, the installer made no attempt to use the handleset based on simple observation. In relation to the inference that the unit was not packaged properly for return, then this would also be a DK issue since we used the original packaging that was provided with the handleset. The idea that I should consider filing a claim with the carrier who returned the item is outrageous. Based on the pictures, the areas damaged would not be caused during the shipping process. In addition to that, based on the pictures, there appears to be no damage to the box that contained the actual unit nor the exterior box that contained that box. What I do notice, and cannot help but go back to, is the fact that the pictures of the handleset returned are taken on what appears to be a warehouse floor surrounded by all sorts of stuff. My suspicion is that the box had been opened and sitting there for almost 2 weeks as it makes no sense that someone would purposefully place an item on the floor to take pictures. The obvious deduction is that if the item was truly damaged, it was not done by me or in transit from me. As such, *** had an opportunity to reassess the matter and feel that it is prudent for me to escalate this matter to the next level.
Your response to the complaint is noted but appears to be scripted, not fact-based and is therefore unacceptable.

Sincerely,

**********************************
Business response
02/26/2024
Good afternoon,
First I would like to apologize that it took sometime to advise you of the damage. Due to the amount of returns it may take longer for our receiving department to process and inspect the shipments.
We ship hundreds of packages on the daily bases and do receive a portion of items back as we understand that some parts may not work for customer's application. It is expected that items will be tested by customer to see if they will work or not, however it is also required that in the event that items do not fit they are returned in the original new condition. Please see our return policy below:

***********************************************************
Our best interest is to process all returns as smoothly as possible, however if any of the items come back damaged we must inform customer. We have no reason to swap parts, "fake" the damage and/or "scam" customers. If the part came back damaged, we take pictures of the items as received, in the original packaging and document the damage in the order.

In this case handle set came back scratched. Please see images attached. Unfortunately, the parts are damaged beyond repair and cannot be put back in stock.
It is possible that the handle set was not packaged properly and damage occurred due to components rubbing/scuffing against each other while in transit. Generally in cases like these, customer as a shipper has an option to to file a claim with the carrier if they believe that damages occurred in transit.
If you wish to receive the handle set back, we would be glad to ship it back to you at no cost.
Thank you for your understanding.
DK Hardware
Initial Complaint
11/27/2023
Complaint Type:
Delivery Issues
Status:
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.
So I placed an order for walmart.com but the third party seller was DK hardware I was supposed to receive my order on the 9th of November it never came. Then when I called them / email them the responses I pretty much got was oh we're going to check oh we're going to see what happened. Only to be met with the last email of oh well this is what the post office said and we don't cover lost or stolen packages and I haven't had any issues receiving packages so far when they're actually delivered. So for me to pretty much be told that I'm just out of money when I know for a fact that you did not talk to the postal service nor the carrier. And I'm being told that I need to contact the postal inspector or my local police in order to find out what happened to my package. Is gross negligence at this point and they're just okay with just taking people's money and just pretty much telling them oh well. It's not okay it is not an experience that I will be doing again.
Business response
11/27/2023
Good afternoon,
We are sorry to hear that you did not receive your package.
Whenever the package shows delivered but the customer reports otherwise, we always reach out to the carrier for them to conduct the investigation and confirm the location the package was dropped off. In this case, both the carrier and the *** Tracking confirmed the delivery was made at the correct address, therefore it is possible it was stolen, which DK Hardware is not responsible for per our policy.
However, considering the situation, we would be glad to make a one time exception and ship a replacement to you.
Replacement order DKH-1722617 has been placed at no cost to you and will ship within the next 24 to 48 hours.
We appreciate your patience and understanding.

Thank you
DK Hardware
Initial Complaint
11/16/2023
Complaint Type:
Product Issues
Status:
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.
After searching many brick and mortar stores and online marketplaces, I found a 60 amp breaker that has been in short supply, listed as in-stock on DK Hardware's website. I ordered the breaker, was charged and given a receipt. 3.5 weeks later the breaker has not been shipped. I checked the website after 3.5 weeks and the product is still listed as in-stock. I contacted DK and was informed the product is out of stock. This is deceptive, and I imagine others have been in the same situation as me with products such as this in high demand/short supply. Fortunately I caught this and I will be seeking a refund and/or contacting my credit card to resolve. Others should beware as well.
Business response
11/27/2023
Good afternoon,

We apologize that we were not able to fulfill the order.
Unfortunately, Circuit Breaker, Mini, Type CH, 60 A, 2 -Pole, 120/240 V, Instantaneous Trip, Plug Mounting is in very high demand and our supplier has ran out of stock without exact restock date.
We have cancelled and refunded your order in full.
Once again, we sincerely apologize for any inconvenience this may have caused.

Thank you
DK hardware

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