Trademark Hardware Inc — Local services in Town of Ramapo

Have to give a bad review. I hate doing it but I have no alternative as my experience was not good.

I was in the market for a flood gate and sent videos and photographs to sales representative (Simon F.). I showed my setup on my basement door which has an exterior security gate over the basement door. I wasn’t sure if that fact would be a problem for installation and asked the sales representative to troubleshoot the setup. This is why I took the time to make a video and send pictures.

I noted, in my videos, I was thinking maybe I should do a 31” flood gate in the door jamb (scenario 1) but my instinct was for a larger 37” flood gate as it would be affixed to the exterior cement buttresses preceding the basement door (scenario 2). Hence, if I did the 37” flood gate, the flood gate would be at the earliest point of contact with the water. In any event, the sales representative looked over videos and agreed the 37” made more sense (scenario 2).

Once I receive the flood gate I realize it won’t fit. The security gate was in fact a problem. The security gate framing made a narrower entry and the flood gate was too large. 😭. Scenario 2 was a mistake and NOT the correct strategy.

Ultimately, the sales rep called the factory and said I could get it cut 6” at a cost of $250 ( and implement scenario 1). He coordinated with them in the Bronx and I took two trips. One to drop off and another to pick up. I do appreciate that the sales rep managed remedying this aspect of this transaction by coordinating with the factory. My issue with the sales rep Is that he seemed to take on zero degree of culpability for the error. Not even a “I’m sorry” or “I take some responsibility”.

My ultimate reason for a negative review is that this error cost me $500. Once because I purchased a flood gate that was larger then what would work at an increased cost of $250 and also because I had to pay the factory to cut down the gate for an additional $250. $500 in total. All this, notwithstanding the fact that I had to drive to get the modifications myself.

Ultimately, I would have been a reasonably happy customer if someone ate the $250 factory cost to modify the oversized gate besides me. I ended up eating ALL financial cost for the mistake plus my traveling time. And no apology whatsoever. I mean, why did I send over a detailed video and photographs if the sales expert at trademark couldn’t effectively troubleshoot the two scenarios? I shouldn’t have born the full cost of this error because I relied on their expert.

That extra invoice that Trademark sent me for $250 is why this is a 1 star...

The most exceptional customer service I can imagine and have ever experienced. Simon Feigenbaum in Customer Service provided such expertise, initiative, integrity, fairness, patience and innovative skill that I ended up ordering more special/custom door hinges than originally intended.Further, I have shared his name and TH's brand with several designers/contractors who may have specific and immediate needs like I did. Simon, thank you for caring about what you do and how you do it. Your team there is so lucky to have you as a reflection of integrity, focus, communications expertise, and goodness. Lucky...

Although it sometimes seems that customer service is not what it used to be, that is certainly not the case at Trademark Hardware. The staff are very helpful and knowledgeable when it comes to obtaining product information, and Brooke is outstanding with customer service support! My sincere thanks to the Trademark Hardware Team for helping me solve a home repair problem in a timely, efficient, and...