ComplaintsforUHS Hardware Inc

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered the dolphin xp-005l. The item was defective they said they wouldnt allow returns. But theyd fix it. I let them have it they worked on it for about 3 weeks and then returned it to me with the same issue. They told me to send it back I did to which they proceeded to keep it for another 3 weeks or so all this time Im losing money trying to do a locksmith business. I told them I wanted a refund they wont do it and now they are not answering my emails. I have messaged them many times and willing to send them back the unit so long as they refund me and provide the shipping. I have all documentation for all of this upon request

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  **** from *** shipped 4 key cutting machine to a wrong address and stopped taking my calls. Additionally they never provided a tracking number for the shipment

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1/8 I made an order with uhs for a key cutting machine a a few blank keys. Total for the order was approximately $2500. Normally I wouldnt chose to have a signature on delivery but I figured with this kind of money I wouldnt want to risk it. So I paid $5 extra to make sure nothing get delievered without signature. I also had everything over nighties to help speed up my money flow for my business (2 weeks ago now thanks for that) long story short the order was split into 2 shipments. However I was never notified about the second shipment until it was too late. The first shipment arrived when I wasnt home. A note left on the door. Cool I thought, its safe. I left the house to pick up the package from ***** around ******* somewhere around there. I get there and sign and they had me a small package. Ok fine I thought thinking it was 2 shipments one was a little late. I even emailed them as soon as I got home to check up n make sure. Now the next detail I wasnt even aware of until the following day. The large package containing the machine worth over $1900 was delivered in that time I was gone at the ***** store. I found out thru an email the following day. Immediately I filed a claim with *** and called *** to file one also. They seemed very understanding and helpful. It is now the 22nd. *** has notified me that the claim was approved. That they have paid out to the shipper and to contact the shipper for payment. I contacted *** 2 times today with both times given 2 very different answers and starting to feel like they are giving me the run around. I just want what I paid for. And that was to have a signature on delivery. It was a $1900 machine why would you put the signature on the $600 part but not the bigger item. I just want my money that *** has already said the paid out not the run around. Every day that goes by I lose money waiting for this negligent company to not be held accountable for their mistake.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  i purchased a defective ***** simplex pushbutton lock for my home door and it was defective i returned as directed and they never gave me a refund. I have spoken to 8 people and been transferred 11 times to get help and its a run-around

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order by opening an account with plenty of personal information. More than the typical amount of information to open an account. I placed the order, money was taken out of my credit, and now they are asking a picture of a credit card and photo id. You are not a goverment agency, and that is more than what government agencies ask for. We provided authorization already, and you should not need external documentation to hold when you have everything you need. I could buy all the cheap hardware without documentation like this from any other retailer, so why would I want this type of information floating around. Bad buisness practice, and rated on multiple forms.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They are charging me for a restocking fee for a lock that I never left the store with and was already damaged thank god i opened it I notice it was broken and the wrong part but the still charged me a restocking fee of ******

  Business response

  09/21/2023

  Good afternoon, The item was sealed , Brand new and in perfect condition from manufacturer. The Item was handled to you and you opened the item, broke the seal and returned to us> As per policy and information listen on our website we do not take returns on unsealed products and you were aware about this as well ( you tried to returned another open box item with seal broken ). Return Policy: We do not accept returns on unsealed products. In order to return a defective item a support ticket is needed. To receive a ticket, please contact ******************* directly at ************** or visit their support page here. Once you have the ticket contact UHS Hardware for the return.

  This is also listed on the item description of the item ordered . ************************************************************************************************************************************************************

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am deeply disappointed by the deceptive tactics employed by UHS Hardware and their complete lack of effort to provide a satisfactory resolution to my issue. It is with great frustration that I write this negative review to shed light on their unscrupulous business practices.Initially, I was drawn to UHS Hardware's website due to their prominently displayed return policy, which clearly stated a generous 30-day window for returns. However, when I contacted them to return a lock that I had purchased, UHS Hardware suddenly changed their tune. They informed me that I could not return the lock because I had opened the box, despite no such condition being mentioned in their return policy section or on the packaging slip.What makes this situation even more deceptive is the fact that the seal on the lock's packaging also made no mention of any restrictions regarding opening the box. It is utterly misleading for UHS Hardware to enforce undisclosed return conditions, leaving customers feeling cheated and frustrated.To seek further clarification, I decided to contact the manufacturer directly, only to discover that the claim made by UHS Hardware regarding the manufacturer's policy was an outright lie. This revelation highlights the dishonesty of the individuals working for UHS Hardware, solely focused on maximizing their profits without any regard for transparency or ethical conduct.Adding insult to injury, when attempting to resolve this matter, UHS Hardware has made zero effort to provide me with a satisfactory resolution. Despite being promised a callback, as per their customer service representative, no such call ever materialized. This lack of follow-through and disregard for customer concerns demonstrates their apathy towards doing the right thing by their patrons.

  Business response

  08/24/2023

  This was already resolved with the customer. Escalation calls back have a time frame of 24hrs. We reached out to the customer. Explained the policy and accepted her return, Please close this case

  Customer response

  08/25/2023

  I will wait to close out this complaint until

  I receive refund and/or exchange.

  Customer response

  08/30/2023

  I will wait to close out this complaint until

  I receive refund and/or exchange.

  ay

  Business response

  08/31/2023

  I completely understand. An exchange was sent already. We lowered the price on the new item, we took the item w/o restocking fee and we shipped the replacement w/o cost to you. as per tracking number 1ZT1T7950392206293 this will be delivery tomorrow 09/01

   

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased a lock form UHS Hardware in June. we received the lock and immediately knew it would not work with the door we had on order. we requested an RA and were asked to send pictures. we opened the box and removed the contents to take and send pictures and placed unopened items back into the box. the box did not hold the items securely but had elevated cut outs for each item. we placed each item in the spaces still in plastic wrap. UHS Hardware is now denying the return because the lock is damaged. this is a complete scam and unethical at best. i am not asking for anything (although i would like my money back) other than warning others of vague and unscrupulous business practices. they never had any intention of refunding for the return. i had to call *********************************************************************************************** of the denial and when i gave them the *** tracking it was found. shady at best. not a great way to do business with the public.

  Business response

  07/13/2023

  I do apologize about the situation, we approved the return for us to receive the item in the same conditions of the items was sent and as per our return policy that's how we need to receive it. Attached are the pictures and how we received the item and the reason why we can not accept the return

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

  To be eligible for a return, your item must be unused and in the same condition that you received it.

  If a returned item is found to be in a condition that can not be restocked, the customer can then choose to have the item returned back to them. If so the customer will be responsible for shipping charges for the return. No refund will be issued. 

   

   

   

   

  Customer response

  07/17/2023

   
  Complaint: 20310801
  
  I am rejecting this response because:  The item was never removed from the original packaging.  I have no idea what the item looked like when we received it because we did not remove it from the packaging.  i sent pictures of the unopened items and UHS accepted it.  the handle nor the lock device were ever removed from the packaging   i have asked if the return box was damaged and noone can answer.  this is a scam.  this business is unethical and lying all the way around.  keep the money and the item.  there is a place for people like you.  Karma is a bitch
  
  Sincerely,
  
  *************************

  Business response

  07/28/2023

  We accepted the return based on the pics sent by the customer at first/ If the item is damaged in transit is the shipper responsibility. Pictures were sent to customer and to ******************** explaining the conditions of the item and as per our return policy

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

  If a returned item is found to be in a condition that can not be restocked, the customer can then choose to have the item returned back to them. If so the customer will be responsible for shipping charges for the return. No refund will be issued. 

  Returned items must be sent via insured, prepaid shipping. Make sure your shipping method has some sort of tracking of your package.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They need to make it clear and put in the email that you can cancel an order if you no longer want to continue with the order. I dont want a refund because that would imply that I got the package and didnt want it. When actually I want to Cancel the order and get my money back, but they fail to have a option of cancellation that is ACCESSIBLE without calling them during business hours. Also I received a email saying I had to verify my identity in order for the company to go ahead and ship it. So there should be no problem and it should be uncomplicated and easy to cancel an order!

  Business response

  07/06/2023

  Good afternoon, 

   

  We do not have an option to cancel an order online but you have the option to send us an email after business hours, We received your email and we complete the cancellation right away for you and provided you with the refund request or store credit,

  Later today, 07/062023 you called us and stated that you do not want to cancel the order but in fact you want the equipment, we reinstated your order right away and your order was shipped the same day ( 07/06/2023). An email was sent to you with tracking number

   

   

  Customer response

  07/06/2023

   
  Better Business Bureau:
  
  After talking to customer service earlier I agreed to go ahead and ************** to me. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an expensive rekeying kit and the item came damaged. There was no cushioning in the box for the kit and it got severely damaged during shipping. UHS customer service said they would not accept a return and the best they could do is offer $15 discount on the original transaction or that I could file a dispute with the shipping carrier that THEY used.This is the most ridiculous company to work with. If you purchase a brand new item you should get the brand new item. Their return policy does not state in any way that I'm unable to return a damaged item. These are criminals running this company. If any of you are reading this be sure to check out their long history of complaints with the BBB.

  Business response

  05/23/2023

  I am so sorry to hear about your situation, the item is shipped directly from the manufacturer packaging. This item has a description on the website due to the content of the item Note: Buyer assumes responsibility for Loss or Damage by the transport company. Claims for shortages or damage caused by the carrier must be filed by the Customer directly to the Carrier. Also any damage item as per policy needs to be reported within 48 hours. ( ***************************************************************** ) If an item is missing, damaged or an incorrect item has been received you must advise us within 48 hours of delivery confirmation. If we are not advised within 48 hours we will not compensate or replace the item(s)

  ------------------------------------

  we reviewed the photo sent by you about the condition of the item and it doesn't affect the actual main function of it and that why we offered a credit for it

   

   

  Customer response

  05/23/2023

  Complaint: 20091633
  
  I am rejecting this response because: the item is damaged such that it creates a gap in the container and the pins are spilling and mixing with other pins making it useless.  it is not made clear on your site that if an item is damaged then it is the buyer's responsibility.  You all don't take responsibility for shipping issues and are a terrible company. You think you're saving money by doing this but I will definitely not being buying from you again and I will definitely make sure everyone I know in my community knows how you treat customers, which is definitely not hard to see based on other BBB complaints.  The item is on it's way back to you anyway, I've opened up a chargeback and will be fighting it. **** 1Z25E55R0318413043
  
  Sincerely,
  
  ***************************

  Business response

  05/26/2023

  The information is listed on the site

  I sent a screenshot directly to BBB, if you want to resolve this, Give us a call directly

*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. ↩