Locks & Pulls Design Elements — Local services in Rock Hill

What a disappointing experience. One weekend we received excellent assistance from a gentleman who greeted us, attempted to help us figure out what we wanted, and sent us home with samples.

The next weekend we came to return the samples. When I arrived and found the doors locked and looked to see it was 2pm-their closing time. But the store was full of customers so I can only assume they locked the doors early. I managed to slip in and a woman immediately asked what I was doing there and said just returning samples. When it was my turn I asked the woman for the product information of the drawer pull we chose. She glared at me and asked me to show her where it had come from. After walking to the display she turned around and said, "The thing is we're closed and you said you were only returning samples." She returned to the desk and huffed about having to pull out the catalog. When she saw that the name and price for the product were written on scrap paper she stopped and said, "It's all right here." And then gave me my sample receipts and said goodbye.

I never got any additional information about the different sizes or prices on the product.

Nowhere have I ever received such poor customer service. I expected better service or at least some show of interest in my business. We were planning on purchasing our kitchen hardware from you but after this experience we will find what we want...

I was referred to this store by my daughter in law and had high expectations when I walked in. As far as I could tell, there was one woman working the front desk and one I could see in the back. The woman working the front desk was helping two ladies, but I at least would have appreciated a nod of acknowledgement that I was there. I've been in retail for over 50 years and the FIRST rule of retail is to say hello or at least acknowledge the customer, I got neither. I looked around for at least 5 minutes with still no hello from either the one in the front or the one in the back, who I could see when I walked towards the back of the store. The two ladies left and I waited in front for at least another 4-5 minutes, thinking I would at least get a "hello, I'll be with you as soon as I can", but nothing. In fact, she went into the back without a word to me. I waited another few minutes to see if she would pop out and help me, but finally left. I was able to get my pulls and knobs elsewhere where I was greeted upon arrival and treated as a customer should be treated. This was my first and last time in Locks & Pulls...you need to train your help to say hello, especially during a pandemic where I imagine every sale is needed. Long story short, I should have read the reviews before stepping foot in there, I'm not alone in feeling snubbed and not being helped. Seems like...

Five Stars – A Gem of a Store and an Exceptional Family Business

I absolutely love this store. As a designer who regularly sources hardware for high-end residential projects, I can confidently say that this place is a true gem—both in product selection and in service.

Locks and Pulls is owned and operated by one of the kindest, hardest-working families I know. Their commitment to their business and to their customers is evident in everything they do. Every interaction I’ve had with their team has been a positive one—they are knowledgeable, patient, helpful, and always go the extra mile to make sure you get exactly what you need.

They carry an impressive range of hardware, from stylish and affordable options to some of the most beautiful, high-quality luxury pieces on the market. And when I’ve needed something custom? They’ve always found a way to make it happen. We've found items here that I haven’t seen anywhere else.

What truly sets them apart is their customer service. On the rare occasion when there’s been an issue with an order, it’s been resolved quickly and graciously. That level of care is rare—and so appreciated.

Supporting local businesses is important to me, and Locks and Pulls exemplifies everything that’s great about doing so. If you’re considering shopping here, don’t hesitate. You’ll be...