Signature Hardware — Local services in Erlanger

The absolute worst customer service experience I've had, hands down. I called and was connected with a customer service representative with a general question and inquiry. I was looking for a mark of identification on my Signature Hardware free standing tub (which is beautiful) so I could correctly price out getting new feet and a matching overflow for it. I explained the situation to the agent from SH, she explained to me the only way she can help me is if I had a model number. I asked where model numbers are located, and she responded "on the website". Since we aren't the original purchasers of this beautiful tub in our new home, I was left guessing. None of the measurements seemed to be perfect, I couldn't find the color (which ours is green) on the website. I asked if maybe that would help her. She told me if I didn't give her a model number she could not speculate or guide me any further. I continued politely to include the SH agent in the search for the way to identify my tub, with her on the other end, silent. I understand there are different feet styles, ans was just looking, as a customer, for help.

Around the 13 minute mark of our conversation, and her not budging, I picked a model number from the website which most closely matched the shape and size of our tub. She then told me that was not a valid model number. It took her about a minute to find it in her system. She told me they didn't have the brass feet for that model, so I changed the inquiry to the matte black. Now at about 15 minutes in, she told me the price for the feet was $2999 plus tax. To which I questioned, obviously, why? She said "we do not sell our feet separately from our tubs."

This response obviously angered me, since within the first 60 seconds of our phone call I explained I was in the market for feet to buy in accord with an existing tub. I asked if she knew this all along, to which she replied, "yes". 16 minute phone call with no support and someone completely incapable of their job. She said she could "put in an inquiry" and took my email address. I have never heard back and wish whole heartedly our tub was any brand other than Signature Hardware. What an angering and off putting...

My wife and I ordered a bathroom vanity from Signature Hardware that was at the top limit of what we could spend on a vanity, but the product offered seemed great so we made the decision to go with an order and get it delivered to our home. It was a huge investment for us, but one we had saved for. Choosing Signature Hardware was the WORST mistake we've made in our entire 5 yrs at that house. Our construction was delayed a week and when we got around to pulling the vanity out of the shipping container and get it installed, we discovered a corner (poorly packed) was badly damaged and smashed. The vanity was also delivered on 2/3 of the pallet supports it was supposed to have which was likely the culprit for the damage. We figured it wouldnt be a big deal and we'd get a new one sent here since we hadnt moved it since initial delivery and the damage was obviously delivery related. Was Signature able to help us with this seemingly simple request that any reasonable minded human would understand? No. They just kept dodging responsibility, failing to return phone calls and falling back on corporate policy because of a ridiculous 5 day return policy and their best offer was for us to spend another $700 to buy a new one. Throughout this process of working through them for appeals, paperwork, awful customer service response times and everyone there trying to shirk responsibility, we ended up having to eat the loss on the vanity. They dont delivery the products with reputable trucking companies, but rather the cheapest thing they can find and then they hide behind that ridiculous policy and claim it is unchangable. When I grew up, I was taught that you treat people like you want to be treated and if you want to deal with a bunch of underhanded, buck-passing, sneak-thieves, then by all means contact...

My first time purchasing from Signature Hardware based on the reviews they received. I ordered a free-standing tub with air massage, vanity and faucet for the tub. The delivery service leaves the items at the end of the driveway on the street. The vanity was delivered today, and I contacted the company regarding my dissatisfaction with the company. After spending over $6,000 for these items, I certainly did not expect items to be left at the end of the drive in the street. The woman assisting asked if I wanted to cancel the tub order. I advised I would call back if I did, I needed to see if someone could assist me in moving the items into the garage. Well, wouldn't you know it, the woman on customer service went ahead, of her own volition, and cancelled my tub. I have 2 items sitting at my house, and they cancelled the other. I always appreciate companies who treat employees well, but when an employee treats customers in this fashion, I wonder why the company is still up and running. This situation is utterly ridiculous, and now I am on the search for a tub at a more reputable, customer-friendly store. I was advised that a supervisor would contact me tomorrow, when they were done with meetings. Can they guarantee a delivery of the tub as previously promised? No one knew. And my bathroom is torn up, now longer because this company treats customers poorly and makes errors that have a significant negative impact on customers. Beware ordering from them because you are not treated with any degree of respect. You are not important, you are the "bottom line". And if they don't need you as a customer, they certainly don't need to be in business. Who knows if they will rectify this situation. All I know is they have placed me in a position that will cause significant delays, and I still...