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:03/28/2023

  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 purchased an item in January of 2023. I wanted to return the items but I was told I had to pay for shipping to two separate return locations, the shipping costs were nearly what I paid for the items, so I decided to just keep it. I left a review of my experience on ****** and it has appeared to have been deleted. Then I was contacted about a month later saying they sent me extra product, and I had to return it. I threw the items away and no longer had them so I had no idea if they sent me extra or not. Then, they charged me again for the mistake they made, which was apparently sending me extra product. I would like to be refunded for what they charged me for the mistake they made. I also DO NOT want this company having my credit card information in their possession. I feel they are deleting negative/honest ****** reviews. This company does not have the best interest of customers in mind.

  Business Response

  Date: 04/06/2023

  Please be advised the customer was issued a *** pre-paid label on 1/23/2023  to return the merchandise and to date the material has not been returned.  We have attached an email correspondence with the cardholder ********************** dated  1/20/2023 disclosing the material is still in her possession.  Once the material is returned we would be more than happy to issue a credit.  The dispute is not valid since the merchandise has been delivered and the cardholder has acknowledged receipt of the merchandise.  We have attached a copy of the *** pre-paid label and email correspondence for your review.  

  Customer Answer

  Date: 04/07/2023

  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 made a mistake by claiming they sent me extra product, and then asked me to pay for the mistake they made, by charging me TWICE for the entire product, not just the extra they sent me. I asked them to send me a copy of their policy where it states if they make a mistake the customer must pay for it to which they did not respond. I do not believe such policy exists, because of this they have stolen money from me by charging me without my consent. I have never had something like this happen as a consumer, and I would like to protect others from having this happen to them. 

   

   

   

   

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

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

  Business Response

  Date: 05/09/2023

  Please be advised the customer was issued a *** pre-paid label on 1/23/2023 to return the merchandise and to date the material has not been returned. Once the material is returned we would be more than happy to issue a credit.  The complaint is not valid since the merchandise has been delivered and the cardholder has acknowledged receipt of the merchandise.  

  Customer Answer

  Date: 05/09/2023

  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:

  MyKnobs.com claim they sent me extra product by mistake. This was their fault, not mine. Several weeks later, they asked me to return the extra product they accidentally sent me. I didn't even realize they sent me extra. This was a mistake on behalf of the business, not me. I have asked several times for a copy of the return policy that states if the business accidentally sends extra product, the customer must pay for it or they will have to return it. They have not sent me a copy of their return policy that states that. I am still waiting. Additionally, they tried to charge me again for not only the extra product they sent, but for the full amount of the product I bought. This is theft. I have already disputed this charge from ****, and it has been credited to me, but I stand by my complaint the business made a mistake, not me, then stole from me and charged me not only for the extra product they sent, but the product I bought. I am still waiting for a legal document from them that states they can do this to customers IF THEY MAKE A MISTAKE.   

   

   

   

   

   

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

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

• Initial Complaint

  Date:02/21/2023

  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.

  I ordered a right handed door lever, toilet paper holder, towel hooks, and door pulls on 11/30/22. I have reached out to the company because I never received my order in mid December. They said it was delivered, but I have a camera installed at my front door and there was no record of delivery to my address. I reached out again before the holidays on the chat and they said I should be refunded, but yet my bank showed no such thing. Today 2/20/23 I reached out again because I was charged a total of $360.87 for items I have not received. After researching my order, there was an incorrect address listed. The company told me it was delivered to the correct address according to the order. They said I was not eligible for a refund because it was delivered to the correct address, even though it was not delivered to my address, which was what I entered on the order originally, and somehow it was changed. The customer service team keeps telling me they will pass on the information to the team, who is the team? I would like a refund for items I purchased adn never received. I keep getting the run around with this company. My address is ********************************************************* and the Address the items were delivered to was **********************************************************.

  Business Response

  Date: 03/03/2023

  We really want to thank you for having taken the time to forward your input. We do appreciate hearing from consumers, as their comments are vital for us to continue improving our services. We are sorry to hear that your experience was not of the quality.  Please recognize that the order you submitted on 11/30/2022 was addressed to ship to : **************************************************************************************************************************************, ****************** in three separate shipments.  Our company was contacted on 12/23/2022 that the merchandise was not received after further investigation we were able to confirm that the wrong address was submitted in error, we have attempted to make multiple attempts to retrieve the merchandise with no success.  We understand that this was human error and in an attempt to assist you we can offer a new order at a discount rate with free shipping. 

  Customer Answer

  Date: 03/06/2023

  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:

  [Your Answer Here]I am asking for a refund. I entered my address ****************************************************************** and not sure how this error occured. you assumed it was human error. your offer for materials I have paid for and not received is ridiculous. I paid for items I have not received and have since got the items at a lower rate and with ease and good service. I am not sure why you can not just enter as return and give me a refund.

   

   

   

   

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

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

  Business Response

  Date: 03/10/2023

  
  Please understand our company has processed the order as instructed and shipped the order complete.  We have incurred the cost of the goods, the original *** shipment fees and additional charges by *** to send a driver to attempt to retrieve the merchandise, to no error of ours.

  Customer Answer

  Date: 03/10/2023

  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:

  I have paid for the shipping and items which I have not received. I am upset that you are blaming the customer rather than refunding the customer. I will not be satisfied until I am refunded. 

   

   

   

   

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

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

• Initial Complaint

  Date:11/25/2022

  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 the website it says "No restocking fee". I was charged a 25% restocking fee for my return. When I called the representative told me I have to click on where it says "No Restocking Fee" to pull up the return policy. In addition, I sent back another item and it was never credited back to me.

  Business Response

  Date: 12/27/2022

  
  We regret that you were not satisfied with your initial purchase and prompted you to return the door hardware.  We would be more than happy to waive of the restocking fee on your return order.  Please note our return policy clearly states each individual manufacturers restocking fee if applicable.  We hope that you will give us another chance to serve you in the future. We would like to offer you free shipping on a subsequent order to compensate you and keep you as a future customer. We appreciate your business and are most willing to accommodate you in any way possible.

• Initial Complaint

  Date:11/08/2022

  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 k**** and pulls on 9/4 and returned them on 9/27 through **** I did have the tracking info but somehow it got lost when I traded vehicles in October. *** contacted *** but they said they did not have the tracking number, they could see where and when I shipped them but could not provide me with the tracking number it is just a *** store not a hub. The girl who waited on me even remembered me and said she could see where it went out on 9/27 but told me to call the 800# for *** to get the tracking but when I did they said I had to get it from the store. Its just a back and forth with them. But the packages were sent via **** I have contacted myknobs several times and they still say that the place they told me to send it to is saying they havent received it. But I know they are not checking really. They had me send it to two different addresses w/2 different RA numbers. I have kept all the emails from them. I also contacted my bank about the charge and then not giving me my money back after I paid almost $27 to return the items.

  Business Response

  Date: 11/10/2022

  Please recognize that our warehouse has not received the returned merchandise to date.  We are unable to assist in locating your package without a valid return tracking number,  the package must have been lost in transit since it was shipped back on September 27 almost 2 months ago.  ******* store is responsible to supply you with a *** tracking number once a package is in their possession.  You may be able to retrieve reimbursement for your lost packages if proper insurance was placed on the return package.  Unfortunately, we are unable to issue a refund for merchandise that has not been returned to our facility.  We truly apologize for the inconvenience and wish we could be of more assistance.  

• Initial Complaint

  Date:08/18/2022

  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 at myknobs.com for 4 sets of door hardware (two with keyless entry, and 2 normal door levers). When the packages arrived I had 4 normal door levers, and no keyless entry door levers. I sent a ticket to let myknobs.com know they had messed up my order (I tried calling but couldn't get through to anyone). After a few days I received a response to my ticket; Myknobs let me know they had sent me incorrect items, and they apologized for the error (this order in total was over $1,800+ in door knobs). I let them know I needed the 2 keyless entry door handles that I ordered which I paid for ($575+ each), they let me know that they are now out of stock and that I needed to return the incorrect products that we're valued at less than half of the product cost that I actually ordered. Myknobs sent me a ***** label and at my inconvenience I drove to town to send back all of the items to receive a FULL refund. I was told I would receive my full refund in 5-7 business days. After 20 days of waiting for my refund I got an updated ticket stating the items returned were damaged, and they would not be sending me my refund of over $1,800.00! The box with handles was mailed back just as I received it, whatever happened in shipping is out of my control. I would have never needed to mail products back if they would have sent me the actual items I ordered in the first place. I have had numerous calls, and emails with Myknobs begging for my money back, with no luck. I have never dealt with anything like this. I now have thrown away over $1,800.00 and I don't have k**** Our barn with animals and sentimental items burned down in a fire in February and these k**** are for the new doors on the new structure. It is not right to treat consumers this way, especially when all mistakes were made from Myknobs. All I ask is that I am refunded the money I am owed, and Myknobs owns their mistake and makes it right.

  Business Response

  Date: 08/25/2022

  The customer placed an order with our company on 6/2/2022 the merchandise was shipped and delivered on 6/10/2022 to the cardholders billing address. The cardholder contacted us on 6/20/2022 that (2) two out of the (4) four handles received were incorrect at which time we issued a pre-paid ***** label to return the incorrect handles, we contacted the customer multiple times via email and telephone to return the merchandise since the pre-paid label is only valid for 14 days.  The merchandise was not received back to the warehouse till 8/5/2022.  The merchandise was not in the original individual packages, the merchandise was tossed loose into a box without proper packaging, missing latches, strike plates and fastening hardware.  The merchandise was installed prior to the return and not in resalable condition.  We have advised the customer we are unable to issue a credit for the products and have shipped the merchandise back to them to our inability to credit. We have attached images of the customers return for your review.

  Customer Answer

  Date: 08/26/2022

  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 never had my builder install ANY of the products, because I knew it wasn't what I ordered. You made a mistake, sent incorrect products (at a much lower cost than the ones I actually ordered), and I returned the products at my inconvenience. The k**** were never installed, nothing was ever used. If something got damaged in shipping that is out of my control. Again, I would have never needed to return anything if you would have sent the correct products in the first place. I have ZERO products of yours, and am out $1,800. I am owed a refund.

   

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

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

• Initial Complaint

  Date:08/02/2022

  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.

  In may I was directed via email by Knobs4Less when I inquired about replacement hinges for my kitchen remodel. I made the purchase through their expert guide and upon opening the hinges this past week I discovered that the incorrect hinges were sent to me. At this time the company accepts the return but refuses to email a return label, despite it being their error and it states on their website that they provide a return shipping label for returns. After several disconnected calls and hours on hold they still refuse the return label. I was also informed today that they do not carry the hinge I need. Proving more that they made an error abd refuse to pay for the return. Needless to mention that huge delay this is causing my remodel.Any help is appreciated.***********************

  Business Response

  Date: 08/05/2022

  Thank you for describing your dissatisfaction with our company we set a high standards for ourselves and are apologetic to hear this was not met with your interaction with our company and our policies.  Please recognize that returns are always welcomed by our company; as we have authorized a return for the hardware you received on July 2022.  As our return policy clearly states "You have 30 days to return any item or items in their original unopened package from the date of receipt."  Our company offers free shipping which was applied to your order.  However, customers are responsible to ship merchandise back packaged in a similar fashion as when received to ensure damage does not occur, no credit will be issued unless products are received in good re-sellable condition.  

  
  We would appreciate you avoid calling our establishment with the use of profanity and vulgar language towards our staff.  

  Customer Answer

  Date: 08/11/2022

  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 was sent the incorrect order. After multiple calls and trying to get assistance I was told that the shipping charges were my responsibility despite it not being my fault the incorrect item was sent. Thats all I asked for was a shipping return label. I apologize for using a swear word as I was at my **** end and your company messing up my order has comply stopped my progress on the remodel. 
  

  I returned the incorrect hinges and tracking says they were delivered last Thursday and Ive yet to see a full refund. I would like that refund ASAP and I would like to be reimbursed for the shipping as it isnt my fault that the wrong hinges were sent.

  In my original complaint I included an email as proof. 
  

  at this point I am waiting for a full refund that includes shipping reimbursement.

  Best,

  ******* ******* 

   

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 08/15/2022

  Please provide us with the carrier used for your return along with the tracking number so we can locate your return.  We will expedite the credit process once the return is received in good re-sellable condition.

• Initial Complaint

  Date:07/27/2022

  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 purchased some k**** from myknobs.com based on the company advertising them in stock and was told after purchasing that they were not in stock and there would be a delay. So I found them in stock elsewhere and called the company to see if I could still cancel the order and was told I could because they had not shipped out yet. So I cancelled the order and placed my new order elsewhere. A few days later myknobs.com emailed me that my order had shipped! I called to tell them of their mistake and their response, was too bad, you can return them when you get them but you have to pay the return shipping. I called them multiple times to explain that I should not have to pay for THEIR MISTAKE but to no avail. So I finally just paid the return the k**** over a month ago and they are still refusing to refund the cost of the k**** I've called more than 5 times and left multiple messages for the supervisor but she won't return my calls.

  Business Response

  Date: 08/05/2022

  Thank you for describing your dissatisfaction with our company we set a high standards for ourselves and are apologetic to hear this was not met with your interaction with our company and our policies.  Please recognize that returns are always welcomed by our company; as we have authorized a return for the hardware you received in March 2022.  The merchandise was never returned and  had disputed the charges with the credit card company, once the credit card merchant services ruled in our favor the merchandise was returned.  Please rest assure we have issued a credit back to your original form of payment for the partial return.   

  Customer Answer

  Date: 08/09/2022

  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 company is not acknowledging their dishonesty and making good on it financially.  I cancelled the order before it shipped by telephone with a representative of their company.  They told me it was fine so I purchased replacement hardware.  THEN THEY SHIPPED IT TO ME ANYWAY and told me I HAD TO PAY TO RETURN SHIP IT.  That was dishonest and wrong, so I disputed the credit card charge in an effort to get them to take responsibility for their mistake and agree to pay the return shipping.  They did the same thing with the credit card company they are doing here--leaving out the facts that matter.  In all of my dealings with this company I said, 'I WANT TO RETURN THE MERHANDISE."  Of course they had the upper hand since they already had my money, so I had no choice but to pay the return shipping.  Then, when they got the return, they had the nerve on top of everything else to charge me a huge restocking fee.  The only resolution that acknowledges their mistake and makes ir right is to give me a full refund (no restocking fee) and to reimburse me for the return shipping.  If you make a mistake you pay for it, not your customer.  

   

   

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 08/09/2022

  Thank you for describing your dissatisfaction with our company we set a high standards for ourselves and are apologetic to hear this was not met with your interaction with our company and our policies.  Please recognize that returns are always welcomed by our company; as we have authorized a return for the hardware you received in March 2022.  The merchandise was never returned and  had disputed the charges with the credit card company, once the credit card merchant services ruled in our favor the merchandise was returned.  Please rest assure we have issued a credit back to your original form of payment for the partial return.   

• Initial Complaint

  Date:07/18/2022

  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 multiple orders. One of the items never arrived. I have called numerous times asking for a refund and I am continually stonewalled. They have not shipped the item, and will not provide me a refund. It has been almost a year. All the projects have been completed, and they are still holding on to my money...

  Business Response

  Date: 08/05/2022

  Thank you for describing your dissatisfaction with our company we set a high standards for ourselves and are apologetic to hear this was not met with your interaction with our company and our policies.  Please recognize that your order was placed on October 17, 2021 and a replacement order was shipped via *** on October 27,2021 tracking number ****************** to the address provided.  We have recently been contacted 10 months later on July 17, 2022 that the replacement order was not received, as we have advised you the manufacturer is no longer able to honor your claim.  However, we would be more than happy to place a new order at a discounted price and offer free shipping to assist you.  Please feel free to contact our office at ************ so we can assist you in placing a new order.        

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair 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.

  I received a return authorization to return cabinet pulls. I returned the item as instructed and provide *** tracking with Proof of delivery. The company received my return back on 6/7/22. I was told I would receive my refund within 7 business days. As of today, 7/15/22, I have not received my refund. I have followed up with email and two phone calls this week.

  Business Response

  Date: 08/05/2022

  We want to thank you for your order and truly apologize for the delay in issuing your credit. Our business has been operating with reduced staff.   Please rest assure we have issued credit in the amount of $102.40 to your original form of payment.  We appreciated your business and we truly apologize for any setback and we thank you for your patience and comments.

  Customer Answer

  Date: 08/08/2022

  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:06/28/2022

  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.

  Purchased the wrong switch plate covers from MyKnobs.com. Contacted them who authorized a return. Mailed back items **** on June 1. Item received by MyKnobs on June 4th. Still no refund as of June 27 and they refuse to answer any correspondence. Refund amount = $37.28 Tracking number = **** **** **** **** **** **

  Business Response

  Date: 07/11/2022

  Please be advised we have been unsuccessful in issuing a credit to your original form of payment due to your account being either closed or no longer active.  Please rest assure we have issued you a refund check to the address provided us on 6/29/2022.  We truly apologize for any inconvenience.