Herald Wholesale — Local services in Troy

The selection is amazing so I was beyond excited to pick out hardware for our new build. I ordered a small amount of handles and knobs for one of our bathrooms. Unfortunately the color was just a little off so I decided to return them. My second trip to the store for the return was a waste of time. I was told that they would have to check with the supplier to see if they were returnable. I was never told they might not be returnable or I would have definitely thought twice about my purchase. I waited while the employee tried calling several times only to be told he was only getting a busy signal. He said he would have to email them and wait for a response. He took my named phone number and told me to expect a call letting me know the status. I live just far enough to make the trip inconvenient. I waited one week for a response before emailing the associate that originally ordered the product for me. I waited another week for a response. I was told she would check with the supplier and get back to me. I then waited several more days. I was then told no problem just to make sure that she was working. I emailed her several days that I was available to come in and again waited several days to get a confirmation. I was available on a different day so I called ahead only to be told that she was sick and they did not know when she would be returning. Therefore I would have shown up the next day only to have found out she wouldn't have been there. The employee on the phone told me to come in anyway and someone could help me. I went in and was told by the first employee no returns. She said I would have to talk with the manager who was currently standing in front of me on the phone. I patiently waited only to watch the manager continue to assist another customer. I could see that she had been working with them however, she could have at least acknowledged me and told me it might be awhile. She also could have excused herself from her customer for a few minutes and explained that she just needed to get some information from me. I wasn't trying to cut into anyone else time but I did need assistance that only she could provide. Eventually another employee told me he was going to try and help. Same story they tried calling but the line was busy so they would have to email me. Really that is how you treat your customers! There needs to be a better way to get some immediate resolution. The fact that a customer is penalized for changing their mind is ridiculous!! So my $100 hardware has just doubled in cost because of my 3 trips to the store the restock fee and return shipping charges only if they decide to even let me return!!!! So glad I learned this before I decided to purchase anything else for my whole house that...

My goodness, how they have changed. Herald's used to be our go-to shop (when we lived in MI years ago, when they were near 8 Mile), but now they can't barely speak to you when you enter, they seem reluctant to help, and they don't have any ideas on where to find what you do want when their displays don't have what you need. We will not shop here again. /// 3-6-23 I posted this originally 3 months ago, and Herald Wholesale responded today, asking me to clarify my statement of "their displays don't have what you need." Here it is - I explained to your disinterested staff at the counter that I needed a handle with a deeper projection than what your displays showed. When I say "projection", I'm talking about distance from the cabinet to the outermost part of the handle, so it's how much space you have to grab the handle. Anyway, we HAD a handle with us with which we were trying to coordinate more handles, and they said they had no idea what handles might have more projection. And that was that. We needed to buy 32 more handles or knobs (we just wanted to coordinate with the new island's handles, so we were open to suggestions), and no one cared to help us find out if any of the ones you had on display came in a deeper projection. I'm sure your displays carry as many styles/samples as possible, but we had hoped that by bringing what we had so we could buy complimentary handles, your staff would have the knowledge to figure out which of your manufacturers might have what we needed. They just didn't seem to care to help us. And frankly, your response seems passive-aggressive, even though you started it with "I apologize". Any time you put three question marks in, you are not being polite and sincere in your apology. And now that I see how my experience of being ignored in an EMPTY store, devoid of other customers, was not unusual - I just read several reviews - I truly will never...

Super disappointing experience. First after choosing, ordering & paying for drawer pulls & knobs and waiting over a month for them, we find out the supplier is out of business. Huge waste of time. So we go in again and pick out different knobs & pulls. Ordered & paid. After a couple weeks we go back to pick up our order, only to find out half of it is the wrong size and the other half is the wrong color and not even what we ordered. The stone was pea green and gray. We had ordered a rusty brown color. It’s bad enough that our order is wrong but then we had to deal with an extremely condescending and rude salesperson. We asked to speak with our salesperson but they were not in, we asked for a manager but we were told they weren’t in so, we had to deal with someone else. She was so rude and felt the need to tell us that any person with commonsense would’ve known that the stone was not going to be the color that was shown in the sample piece that we chose. I explained we understand variation of color but this was just something altogether different and we decided not to take them. Because the salesperson was so rude we decided not to go back for...