Complaints

This profile includes complaints for MyKnobs.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MyKnobs.com, Inc.

  14 Bayville Ave Bayville, NY 11709-1679

  
• 

  MyKnobs.com, Inc.

  485 South Broadway Unit 29 Hicksville, NY 11801-5071

  

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.

• Initial Complaint

  Date:05/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Placed an order for door hardware on 4/23/25. Received emails stating that my order was in fulfillment, and then that it was complete. Never received a tracking number, so I called the company to inquire. She informed me that my order was canceled due to a pricing discrepancy on the website and if I want what I ordered, I will need to place a new order and pay a higher price. This was never communicated to me. I want what I ordered at the price I paid. The supervisor was out of the office and they offered no other solution except for a 10% discount on a future order. Unacceptable. This is a bait and switch/false advertising tactic.

  Business Response

  Date: 05/02/2025

  Thank you for taking the time to share your feedback, we truly appreciate it. We sincerely apologize for the inconvenience and frustration caused by the recent price increase on your purchase. Unfortunately,due to multiple manufacturer-driven price adjustments beyond our control, the cost of the item rose significantly.
  

  As a gesture of goodwill, we would like to offer you a 10%discount on your order, even though ***** typically does not permit additional discounts. We hope this helps make things right.
  

  Thank you again for your comments. We value your business and hope to have the opportunity to serve you again in the future.

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I placed the order before the price increase and you accepted my order and my payment. The website stated that a price increase was coming and to order before the cutoff, which I did. It is unacceptable to ask me to place a new order at a higher price. If this was an in-person purchase you would not have that option, so this should be treated no differently.  You already offered a 10% discount and that is insufficient since the new price is ~40% higher. The only acceptable resolution is to honor my order at the price I paid. I would like the shipping expedited since I ordered almost 2 weeks ago now  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  Business Response

  Date: 05/06/2025

  Regrettably, we must decline your request and sincerely apologize for any inconvenience this may cause. 

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has not honored the purchase contract they agreed to when they accepted my payment in exchange for goods. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  It came the time to pick out cabinet hardware in August for our new const. home. There are a lot of knobs/pulls in our home with 94 being in the kitchen/pantry alone. I did receive my kitchen hardware in September, order was placed August 28th. December 10th they have started installing the cabinet hardware. During this process it was discovered that 18 of the 94 k**** will not work in the kitchen/pantry area and that I needed to order the same style but a different style from MyKnobs. Im trying to exchange the 18 knobs/pulls for the correct size. MyKnobs is refusing to do this since it has been over 30 day return policy. They are causing me to be out of pocket $318.86 for the knobs/pulls that I need to exchange for a ************** Collection pull, ************************************************************************************** $309.42. When you build a new construction home, it is a process of ordering ahead and having every item selection ready when it needs to be installed. It is a lot of decisions to made throughout the whole process. Fortunately to date there has only been 2 other returns made and Pottery Barn did make an exception to their return policy for me because I am a valued customer and they were understanding of building a new construction home and the processes people have to go through. In the last 3 months for our new construction home we have spent $4,312.11 on hardware purchased from MyKnobs.com. It will cost me another $309.42 to order the correct 18 k**** that I need and have to lose $318.86 because they will not take back the 18 k**** that are the wrong size. MyKnobs.com is refusing to refund/exchange the items. They are also trying to place the blame on the manufacture Top K**** in which I contacted this morning by saying they would not take them back and they informed me that it was up to the dealer of MyKnobs.com as to whether they would take them back. It is extremely disappointing that MyKnobs.com treats customers like this.

  Business Response

  Date: 01/08/2025

  Thank you for taking the time to share your feedback with us. We regret to hear that you were not satisfied with your complete purchase from August. We received your return request five months later, in December,but unfortunately, it was declined by the manufacturer due to the extended period the cabinet hardware was in your possession.  Our return policy requires notification within 30 days of receipt of the product. This policy ensures that our inventory remains current and that items come from the same dye lots. Since our stock is continuously rotating and being restocked, maintaining this time frame helps manage the variations in finishes. We would like to offer you free shipping and a 10% discount on a subsequent order to compensate you and keep you as a future customer. Once again, we appreciate your feedback and apologize for any inconvenience this may have caused.  

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 placed an order expedited for Emtek Doorknobs on 5/28/24. Order #MYK-2987165. I should have received them 2-day expedited **** The k**** were never delivered. I called daily to get a status and was told after 8 days, the k**** were sent back to the manufacturer and they would be re-routed to a ********** near my home so I could pick them up. After waiting an additional 5 days, I was told when I called that my order had been cancelled. No one advised me in writing, nor did I get a phone call about the whereabouts of my order. I did not receive a refund and ************** the Supervisor, was not available to provide an explanation as to what occurred.

  Business Response

  Date: 06/14/2024

  
  First and foremost, thank you for your order. We apologize for the delay in delivering your merchandise via **** After multiple delivery attempts, the driver has returned the package to the warehouse, noting that the shipping address is invalid and undelivered. Rest assured, we have issued a full refund to your original form of payment. To avoid future delivery issues, we recommend shipping the merchandise to your local *** facility.
  Please accept our sincere apologies for this inconvenience. Once again, we appreciate your patience and feedback.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 purchased a door handle set on 4/25/24. After consulting with my interior designer and my contractor who in addition to me read the description of the product I ordered a Westlock set. The description says it is "a dummy handle with a single cylinder deadbolt. Interior rectangle- shaped escutcheon single cylinder deadbolt.." The product description say it has a locking mechanism, however the product I received did not have any locking functionality. I called the company several times to discuss options as an incorrect product was sent. They are allowing me to send back the product and get a refund, however, they are requiring me to pay shipping and only send via certain carriers (who cost more money). I do not agree that I should have to pay for shipping as the company's description of the product was inaccurate and did not match the product I received. When I attempted to contact the company and speak to a supervisor, they hung up on me, failed to call back, left a voicemail with no name or call back, and finally gave the response that they wouldn't make enough money if they paid for the shipping for their mistake. This company was horrible from a customer service standpoint and self admitted they would lose money to fix their mistake and instead pass that cost to the consumer. I believe this company should pay the return shipping on a product that was inaccurately described and shipped, especially if they require it to be sent a specific way. This should not be the consumers expense for their wrongdoing.

  Business Response

  Date: 06/19/2024

  Please note that "dummy" door k**** are non-working handle sets designed for double doors and do not include a mechanical latch mechanism, as clearly stated on our website. It is expected that your designer and contractor would have been familiar with the various door hardware functions before advising you on your order. Unfortunately, it appears that you were guided incorrectly. We have accepted your return and issued a full refund as a one-time courtesy. If you wish to discuss this matter further, please do not hesitate to contact us.

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 1/25/24 I spent $1093.02 on cabinet hardware for my kitchen from MyKnobs. 7 of the 6 inch pulls werent going to work, so I submitted approval to return them. MyKnobs told me to send them back directly to Top Knobs, which I had to pay to ship back myself, which is crazy enough. Top K**** received the items on 2/7/24 by ***. I reach out to MyKnobs on 2/22/24 because I still hadnt received a refund. They say it should be the next day. The next day I receive a refund for $16.83. Which is $100.98 cents short of what I should have received. I reached back out to MyKnobs and they tell me that Top K**** said I only returned 1 ****, which clearly isnt true. Im pretty sure I wouldnt have spent $20 in shipping to get a refund of $16.83. *** reached out twice to My knobs, and they were radio silent. Seeing other complaints on here about withholding refunds, should be a red flag to everyone to not buy from here. MyKnobs and Top K**** stole from me.

  Business Response

  Date: 02/28/2024

  We really want to thank you for having taken the time to forward your input.  We are so sorry to hear about the negative experience you had with your return. Please accept our sincerest apologies for the stress and frustration this has caused you, rest assure we have issued credit to your original form of payment in the amount of $100.98.We can be reached at ************. Again, we thank you for your comments and value your business.

• Initial Complaint

  Date:02/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Placed order on 1/31/23 and received confirmation of both the order and payment. The following day, we received an email stating that we had cancelled the order. Upon receiving the order cancellation email, we contacted customer service, and they told us the order was cancelled due to pricing cliche in system. We were offered no apology, and they would not provide any further explanation or solution. Upon requesting to talk with a supervisor we were told that no one would take our call. We are a contractor and have purchased from this site on multiple occasion - we are very disappointed in the customer service.

  Customer Answer

  Date: 02/05/2024

  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 and the matter has been resolved. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On November 17, 2023, I ordered 6 Bail Pull Horizongal 3" Matte Black drawer pulls. I had not received the order. I called on 12/11/23 to inquire as to where the order was because the emailed tracking number was showing that there was a problem with the packaging and nothing was in it. So *** was going to contact the sender. I gave ******* customer service this information. They were going to initiate a refund, and I've been trying to get that refund ever since. I have called multiple times, and keep getting told that they need to research or ask someone else due to something that was put in the file history; or some other reason that they need to contact me back. No one telling me that "your refund is being processed and sent". I called on 12/14/23, -01/03/24, 01/05/24 and last on 1/6/24 and the person says they'll either call or email me back with answers and never does. I gave them one last chance on Monday via chat, and was told and I quote " that they got confirmation from *** that the claim was resolved, and we are in contact with the manufacturer to issue your refund. Once we have that confirmation we will be back in contact via email, and chargers will be issued back to the original form of payment. Please allow us 2 - 3 business days for Liberty to confirm and issue the return credit. Well it's the end of the week, Friday, and still no email and no indication that the refund has been issued.

  Business Response

  Date: 01/16/2024

  We truly apologize for the inconvenience this has cause, please rest assure credit in the amount of $43.59 was issued to the original form of payment.  

  Customer Answer

  Date: 01/17/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 purchase 2 k**** on order - MYK-******* that I would like to return. The individual items have not been open. Items are Polished Nickel1 3/4 in. (44 mm)Item # ALN-55967Model # A1161-PNBrand: Alno Hardware. The company is refusing to return items - there is no information at the point of sale stating a no return policy. The k**** are not polished nickel as advertised. They have suggested I work with the wholesaler but my relationship is with the ******* not someone else.

  Business Response

  Date: 12/29/2023

  Please find attached a copy of the credit receipt issued to your original form of payment. We sincerely apologize for any inconvneince. 

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: I have only been credited for one of my returns from the same order. A second return was sent earlier in the week - this is the correct tracking number -  ************************** 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 01/09/2024

  Unfortunately, Alno hardware who is located in ********** does not have a distribution center in **************, the package must have been lost or sorted incorrectly. However, as a one time courtesy we have issued you a credit in the amount of $51.39 to your original form of payment.  

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The item has not been lost. The item was sent to ********** which is the collection center for the wholesaler for the state on ** for the address used by the wholesaler. Its less expensive and esier to use a third party to collect items. The item can be viewed by the wholesaler - its in their distribution nextwork. You have the tracking number - call the US ************ Its not lost and you are certainly not doing me a favor. It is a confusing concept. Call the post office - you should not be out the money.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 received an order from myknobs.com and notified them that i needed to process a return on order ***********. Their email back was just to "call" and now they won't process the return because they say too much time has passed. I followed their instructions and notified them within the time period that their website instructs. Also, I placed a replacement order from them for an even larger amount, and they are just keeping my money on the original order.

  Business Response

  Date: 11/24/2023

  We want to thank you for having taken the time to submit your comments. We do appreciate hearing from our customer, as their comments are vital for us to continue improving our services. We regret that you were not satisfied with your initial purchase from 6/12/2003 which has prompted for the return request on 11/6/2023.  Please understand the items you had purchased were custom fabricated and finish plated for your order.  Unfortunately your return has been denied since the vendor has a strict return policy of 30 days from the date of receipt,the merchandise cannot be put back into inventory due to the different die lots of the finishes.  We truly are apologetic that your return has been denied. We have attached a copy of our return policy for your records. 

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On March 9th 2023 I ordered an Estate ******* Lockset from myknobs.com. The order number is MYK-*******. According to myknobs information online, the Ballwin product should have been in stock. It took almost nine weeks to arrive.Myknobs shipped an incorrect product. I ordered a mortise lock set and that is not what shipped. I requested a return and the return was immediately granted.The shippment was two items in two boxes. It included a lockset (left door) and a "dummy lockset" (right door). The home has a pair of matching front doors.******* issued credit for the left handed lock set and returned the right handed ("dummy set") stating that it was damaged. I unpacked the item that was returned to me. It was not damged. It was dirty. As the photo showes it was simply dirty. I wiped the lockset off with a paper towel and water. The included photo confirms no damage and has a dirty paper towel which I cleaned the lockset with.I have repeately attempted to return the undamaged lockset. The return requested was denied four times. The credit would be about $600 and I am happy to rerurn the lockset.

  Business Response

  Date: 08/11/2023

  We want to thank you for your order and truly apologize for the inconvenience.  We have contacted the vendor on your behalf with the images provided and after further review they have agreed to accept your return.  The merchandise must be returned in it is original box, the item  must include all fastening hardware.  The return should be in a cardboard box with protective packaging material to avoid any further damage in transit. Please contact our office for further return instructions. 

  Customer Answer

  Date: 08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  The business issued a product return notice. I shipped the product back, but I am still expecting a credit.
  
  
  Regards,
  
  *************************
  *******************************************************************
  ************
  

  
  

  
  
  
  
   
  

  Business Response

  Date: 08/29/2023

  Please rest assure credit in the amount of $413.68 was issued on 8/22/023 to your original form of payment. 

  Customer Answer

  Date: 08/29/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************