Kennedy Hardware

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A little courtesy goes a very long way. It's unfortunate that I have to discontinue ordering from Kennedy Hardware. After asking very simple questions about a possible return I was given the biggest attitude for absolutely no reason at all, and I was hung up on. From the owner of the company herself! and from the reviews below, it seems as though hanging up on customers is clearly routine practice. As a fellow business owner, I would never even dream of speaking to a client the way I was spoken to. Even their replies to accurate reviews are RUDE and defensive. Shame on you. It's a free country, so buyers do what you must, just beware of the customer service you may receive after an order is placed.

Do not buy from Kennedy Hardware. These are by far the rudest people my husband and I have ever dealt with. We ordered glass knobs from the store and one of them broke during installation. The gentleman who answered the phone was immediately confrontational and would not accept any responsibility. It is one thing to refuse to replace it but to be so angry and adversarial about it is another. Horrible treatment of customers.

I agree with the previous reviewer. I spoke to, I assume, the same lady...she was VERY rude and hung up on me as well. If I could give no stars, I would!!!



Here was my situation: I ordered a 10 Key set. On their website they specify exactly what 10 keys are supposed to be in the set. I get the set, try all the keys and none of them work. Because I am so frustrated with trying to get into these locked built-ins, I give trying a rest. Some months later, I get the mojo to try again. I once again find myself on the Kennedy Hardware site. That is when I realized there were problems. I found the key I was looking for and, low and behold, it is supposed to be on the set I had ordered. I doubled checked my set against what is listed on their page and realize that two of the keys were different. I search the site for a disclaimer that says that actual sets may vary or that they make substitutions...nothing. So I call. The woman is very rude to me. I try to explain that the site shows that I ordered correctly but she will have none of that and says that sometimes they just have to substitute rather than make a customer wait two months. I let her know that I would have gladly waited and she tells me they have no way to know that and that they wouldnt even still have my order in their system. "Really?" I ask her, "Because I am currently able to pull up my order on your website." I tell her that my biggest problem is that they dont mention substitution anywhere on their site and that they still show that the set I ordered includes what I didnt get. To which she tells me that she has absolutely no control over and nothing to do with the site. I find that hard to believe since when I asked her earlier for a supervisor she informed me that she WAS the owner... so i said that, "That is ridiculous. If you are the owner then you absolutely have control over the website." And that is when she hung up on me. I waited a few minutes, called back and talked to a man. He was also rude, very rude. I wont bore you with that back and forth, but as least I did get through to him about the set showing the wrong keys and he angrily and snottily told me that he would go and change that right this minute. So rude. I did check the site right after and he did change it. So, if it is that quick and easy to do, why did I have to go through any of this?

to NEVER BUY FROM THIS STORE!!! I ordered a product and it was too small. I wanted to exchange it, not return it. So I called and spoke to the rudest woman, she told me their return policy was 30 days. I can respect that but most companies that want to retain their customers will make an exception here or there. Especially since I was going to exchange it - no money out of her pocket. It didn't matter, she didn't once consider it...she was abrupt, and hung up on me. I called back and asked to speak to her manager - she said she was the OWNER. I asked if it was her normal policy to hang up on customers. I own a company and would never treat my customers that way....first you will lose future business and anyone they tell not to use you. Word of mouth is very powerful. There are other hardware companies. Please don't give this company your business. You will get horrible service in return.