Factory Direct Hardware

We ordered some door hardware and received this note on their site after charging our card: "Thank you for your order. Congratulations! Your order has been placed. You will receive your order confirmation shortly." But several hours later, there was no email confirmation (no, not even in spam folder), yet they HAD charged my credit card. I checked again the next day and the next and the next. Finally, after seven days, I emailed and told them I hadn't received my order confirmation yet, my card had been charged and kindly asked for an order confirmation and shipping estimate. I waited another seven days and still heard nothing. So after TWO WEEKS of no order confirmation, and no replies to my inquiry, I emailed again and asked them to cancel my order. Still, I heard nothing, so I had to contact my card issuer to dispute the transaction which took some time, but VISA finally credited back the purchase price. And I've never heard anything from them - ever!

As a side note, I did some research, and they're not really a company at all, but rather a private residence on a golf course in Ashland, Virginia. My guess is someone has some drop-shipping agreements with some manufacturers and does this as a side hussle? Only for us, they only took our money and never delivered or communicated anything.

Hope your experience is better than ours!

This business must pretty much just some guy working in a back bedroom. They are impossible to contact by phone or web. One of the three items on my order was wrong and it is impossible to get it resolved. Phone not answered. Phone and web messages not returned. There are WAY to many vendors in this space to have to put up with this total lack of service.

It arrived the next day or two. Very impressed with their turnaround. Seamless transaction and installed next day. Thank you.

No issues on my order. I had read some pretty scathing reviews, so am guessing they've taken care of tweaking a few things that may have needed it. No issues when I contacted customer support asking for the status of my order. They responded within 10 minutes and gave me the tracking number. For me, no problems with my order, hence a positive review.

Do not believe their Web Site's Refund Policy. They will not give you an address to return any products. After they have your money, forget any replies from Customer Support.

I tried to exchange some door locks I purchased from Factory Hardware Direct and got screwed.

I want to exchange part of my order Invoice #*******.
SKU 740CHL-L03 locks did not have the SmartKey option. I want to know what it would cost me to exchange 3 Kwikset 740CHL Commonwealth Keyed Entry Lever for 3 Kwikset 740CHL-S Commonwealth Keyed Entry Lever with the SmartKey.

Mike Plank posted 11/26/2018 6:07 pm
Hi Mike,
We can waive the restocking fee. I do need you to place an order for the items you want and post that order number here. Then we will create the RGA and there will be no restocking fee. We wont be able to waive the shipping though.

I placed a second order and after that no more replies from the company on doing the exchange.

Posted 12/06/2018 10:56 am
I am still waiting for the RGA. It's been a week now. Please follow up on this!

TERRIBLE CUSTOMER SUPPORT, BAD ATTITUDES AND MIKE, SO PASSIVILY AGRESSIVE IT'S SICKENING. APPENTLY TO CALLS THESE ROCKET SCIENTISTS YOU HAVE TO BE HAPPY WITH THEIR INCOMPETENCE AND SHOW IT IF YOU WANT TO FIND OUT WHY THEYDON'T DO THEIR JOB. IM HAPPY NOW, WILL NEVER DO BUSINESS WITH THESE GREAT BUSINESS PEOPLE