Customer ReviewsforUHS Hardware Inc

I bought a 5000 series door knob. I highly recommend not buy anything from UHS Hardware ... After multiple e-mails and phone calls. UHS is not willing to supply a defective cylinder lock. I requested a new cylinder lock was told no. After further discussion I was told It was Installed wrong... the directions were followed be a "*".... so now I have gone a month with no door knob....

For this claim, the customer ****** ********** (XXXXX) was informed that the item in question ****************** is not defective based on his claim that he received a broken part or the lock is not brand new. After investigating this matter with the manufacturer, the customer received a brand new lock and the cylinder is supposed to be coming apart due to it being a reversible cylinder. An exception to have the item returned (in its original packaging and placed inside an additional shipping box) was authorized and a return authorization form was already sent to the customer via email on 1/7/2022.

In years past they were a decent company now not so much! I have ordered a lot of keys just to have on hand for inventory only to find out months later when you go to use them the keys are either no good or was shipped out not unlocked and used and sold as new. In particular this last year has risen to a new level of low since anytime you have any kind of return they argue with you about the return regardless of when you purchased it. It could be two days it could be two weeks it could be two months no matter what you will get an argument. Further they will argue you must not know what you're doing and it's your fault not the lack of quality of the product. I've been doing only automotive keys for over 10 years, so I'm pretty sure I know what the **** I'm doing-definitely more than they do. A couple years ago I would've said yeah a decent company for primary or secondary purchases now I would avoid

We absolutely value each of our customers and with this account we made multiple exceptions to assure that we could accommodate the customer to the best of our abilities even overlooking and voiding our return policy for him. As stated on our return policy, "Returns must be made within 30 days of the original purchase." and 6 months for keys and specific hardware. We have no other accounts with such high return volume. Which includes returning products from a year and two years to date. In most occasions he would return aftermarket automotive keys which are brand new from manufacture and claim they were locked. We do not argue with our customers, however our returns process and protocol is to investigate and understand what the issue with the product is to then initiate the return authorization. The customer refused to understand and accept this process almost every time we would speak with him. Even though we highly respect his locksmith experience we also have the utmost experience in the products that we sell, especially with our keys. We can definitely understand that there may be issues and in order to assess the situation and improve we have to understand what the problem is. We have thousands of customers, small and large accounts and we always find a way to resolve their issues and they are pleased with our professional customer service and technical support experience.

I find it interesting the response states they always find a way to resolve all situations. When they clearly have done nothing over the last two months from when the situation started to prompt a BBB review. And clearly since there are other BBB reviews with similar circumstances that underscores the concern one should have purchasing from this company. Clearly a business is not going to provide a BBB review of a supplier unless they've done all things possible to work the situation out. I have about seven credits for various refunds in total of approximately $2200+ that they are refusing to refund Despite me having email confirmation of each credit owed. The reality is since I am probably one of there smallest customers and they assume they can just ignore the monies owed.