Vintage Hardware & Lighting — Local services in Port Townsend

This is the worst company that I have ever dealt with. Once they have your money, they don’t want to give it back. They told me I could exchange an item for full refund ($203) for the same item that I would purchase in a different finish. I called prior to returning because it was over 30 days and I wanted to make sure that I would not get charged the 20% restocking fee since it was an exchange and not a return. I said I’m in a rush to get the door mail slot because I’m getting a replica of an antique door made and I want it to be ready for them to install. They suggested I order the mail slot in the new finish before they receive the exchange so I could have it in time. I called 4 days after I sent it back to see if they had received it. They said yes they had received it, but they were taking off a 20% restocking return fee (even though it was an exchange not a return and they assured me on the phone that this wouldn’t happen). I didn’t think it was fair (especially since I had purchased other items totally $900) and they had lied to me, but I didn’t have a choice because they would not budge. They said they were refunding $148 out of the $203. Every time I called, they said it was processing. The woman who answers the phone said it could take up to 6 weeks for the bank to process it (I’ve never heard of that). She said keep calling us for updates. I just called today and they told me something that almost knocked my socks off. They are not giving me a refund. She said they changed it from a refund to a store credit. This is illegal. I don’t need anything since I bought everything that I needed and they knew this. This is illegal! A store credit is not stated anywhere on their website. They lied and are trying to keep the $203 and they have the mail slot too! I also paid $20 to return it to them. They are thieves and liars!!! Very...

NEVER AGAIN. Awful product and even worse customer service.

I purchased five brass privacy locks from Vintage Hardware. They were for a client's home and they cost $687.50. When the locks arrived, they looked like the photo but they barely functioned. You couldn't move them without difficulty. The client and the builder rejected the barely-functioning locks, so we shipped them back to Vintage Hardware at our expense. Without a word, they mailed the barely-functioning locks back a couple weeks later. First red flag. We contacted them by email and they claimed the barely-functioning locks worked as they should. Second red flag. We emailed back and forth with Victoria at Vintage Hardware for weeks after that, since she would only respond about once a week. Third red flag. She told us that the barely-functioning locks were now outside their 30-day return policy and we were stuck with them. Fourth red flag. After we begged and pleaded, she offered us store credit minus a 25% restocking fee for the barely-functioning locks. Fifth red flag. (Why in the world should we have to eat the cost on these expensive barely-functioning locks and on return shipping and on second return shipping and on re-stocking fees? And why would we ever want store credit at this point?) Still, we shipped the barely-functioning locks back a second time, again at our expense. Victoria has not responded to any of our emails for weeks now.

What a way to treat trade customers! We will never purchase anything from Vintage...

I would give ZERO reviews if I could. I ordered over $2000 worth of hardware (been 3 years ago now) and have had problems since day one with all of it. Their customer service is non-existent and they are just not very helpful. I even sent them a video of the issue (door knob has never turned correctly - either too loose or too tight). I even sent them a video of the issue as suggested when I called customer service and no response at all. I finally used a locksmith and have had to have it adjusted every 3 to 4 months. Finally, I went to order from another place a new front door entrance and they listened to me about what was wrong, looked at my pictures and suggested I just get another spindle and set screws and they are 99% sure that will fix my problem. They could have just had me order a new set from them but cared enough to offer a solution. I called Vintage today and ordered the spindle but they don't sell set screws! So I had to order those elsewhere. In addition, all the screws that attach the hardware to the door have rusted in only 3 years (and are completely covered from the environment). Although there are items are very beautiful, I would never order...