Hiatt Hardware (UK) Ltd — Local services in Birmingham

Abandon all hope, ye who enter this inbox. What began as a simple, innocent attempt to order nine door handles quickly devolved into a Kafkaesque nightmare of over 27 emails—each one more bewildering and contradictory than the last. I came here to buy hardware, not lose my grip on reality. At one point, I genuinely wasn’t sure if I was shopping or being psychologically profiled for a reboot of The Twilight Zone: “Return to Sender.”

In the grand finale of this tragicomedy, I was forced to repurchase a single £7 handle—only to watch it reappear in my basket dressed as a £13 prima donna, all thanks to a delivery charge for a mistake they made. Customer service? More like customer survival.

I don't know if I ordered a door handle or accidentally summoned a cursed object, but either way, the only thing this company consistently delivers is confusion, delay, and the slow erosion of your will to live.

Final verdict: If you enjoy circular email chains, nonsensical responses, and paying extra to fix someone else’s mess, this is your paradise. For everyone else: run. And...

A little bit dissatisfied to be honest… I understand that it’s not possible to amend or cancel an order once an order has been put through, but website suggests to call asap during working hours if an order cancelation is needed as they office might be able to do it. So I did, called the office first thing to amend an order before this has been despatched and spoke to a lady and she hasn’t even checked an order number or name or anything like that, and she said straight away that she can’t do it. Once I mentioned that she hasn’t even made the effort to make it look like she is checking - she has indeed started to ask for names etc to actually check the order…. Disappointing …

Not sure how the products look like as these haven’t even left their warehouse, but since I can’t amend an order I will just wait and see.

Giving two stars as I have not yet received the products, and I am under the assumption that these are amazing. I hope they are…

1 star for customer service that I...

Finally, a company that stands by their products and guarantees!

Bought a number of chrome door handles over two years ago and unfortunately one of them broke off when I went to open the door. I was looking to buy a replacement and then I thought I'd check the purchase email...just so I could get the exact type.It was then I noticed that my order was covered by a 10 year mechanical guarantee.. fabulous.

Of course I wasn't overly optimistic, as companies tend to try and wriggle out of their commitments if it costs them money.However, from my first email and sending of pics I have been dealt with in a friendly, prompt and professional way....and a replacement handle is on its way.

So rare that a company stands by their products and promises. Excellent products, excellent after-sales service.

Excellent company....