Signature Hardware

We purchased a bathroom cabinet from signature hardware that cost over $900. When it arrived we opened the box and saw that the cabinet was damaged. The bottom open shelf, which is made from a very thin piece of wood, had nails coming out through the top of the visible shelf.
The cabinet, of course, has a sticker that says "made in China"! When we contacted signature hardware they offered to give us a 10% discount if we kept the cabinet. No thank you. Have someone pick it up and have it shipped back. I can go to Lowes or HomeDepot and find the same quality at a cheaper price.

Their customer service is truly remarkable! I purchased a teak bench that had some problems that could not be corrected. I called customer service and explained my problem. Did they ask me to take a picture of it? NO. Did they ask me to pay for return shipping? NO. Did they ask me to package it back up and ship it to them. NO What did they do? They said "no problem, our products have a lifetime warranty; so we'll just send you a new one". That made my day! Integrity is alive and well at Signature Hardware. And Jacob who assisted me could not have been more helpful and polite.

If I could give these people no stars, I would. No one likes water damage and understands the nightmare of that, right?

A year ago we ordered a pretty expensive ($1000.) shower set ( 4 thermostatic valves, hand spray and shower head). All worked well until this afternoon when the top valve on the wall started leaking. Turn off the water to the house and call the plumber. He says we have to get the replacement "cartridge" which is really just a plastic washer, from Signature Hardware because it is specific to that valve. I call them. It is under warranty so it's free and I ask if we could get two so that if this happens again we can just replace it without having to turn the water off all day to wait to have one shipped to us. I am told by Kai, no, we'd have to wait until it happens again to order another one but if I want to order an extra, it's $29. So I have to wait until there's water leaking out my wall to have one shipped!
Ok, it's 4:22pm PST Thursday here and they're in Kentucky. Kai tells me they'll overnight it tomorrow (Friday) and we'll get it Monday! Monday! So as I'm trying to tell her that in this era of being able to get things from Amazon the same day and I've gotten Saturday deliveries with Fed Ex, UPS and USPS, it can't get to me until Monday and we don't have water until then. Common sense was completely absent and I even tried to say, "how would you feel if you had no water all weekend."
So from Thursday afternoon until sometime Monday, we're using bottled water for everything!
Someone else reviewed Signature Hardware and said they didn't care. That's putting it mildly!
Lessons I learned from this:
- Buy hardware locally from sources who can provide you with parts right away.
- Never buy anything or spec anything (I'm an interior designer) from Signature Hardware. Ever!

So I ordered a Vanity from Signature Hardware, the design was such that I ordered the rest of the new bathroom fixtures from other companies around the vanity. I was nervous as I had not used them before but I waited the 10 days to get the product as I thought it may be worth it. I took the day off to wait for the delivery as they were not able to schedule a specific time, and to be honest the lady scheduling was not very nice. I waited all day ad then got a call from the delivery guy who was babbling something about not being able to deliver to me because his truck was too big. At this point I should say that I have never not had anything delivered before, every time I have ordered something it has arrived no problem.

So it turns out the driver was saying that he had arrived at my community in a semi trailer and they didn't let him in... of course they didn't, many communities don; t let those ridiculous size vehicles in as they are too big for many of the roads, I mean come on, who delvers locally with a great big semi rig. But apparently the driver had the belief that the fault was all mine, and he proceeded to explain how I should call my community association and complain and then I should get in my car and meet him at a lay by somewhere and pick up the goods myself... now this was getting ridiculous. I explained the absurdity of this and then phoned Signature Hardware.

So signature hardware at the outset seemed as surprised as me by the turn of events, so I thought I had a good chance of not wasting the entire day... I was wrong. They told me in no uncertain terms there was nothing they could do for me, their delivery company had no other way of getting the goods to me at all. I pointed out that every other delivery company in the country seem to have smaller trucks that deliver to everyone in our community but they told me point blank there was no method they could find to deliver this to me... absolutely zero effort was to be made to fix my issue.

So now I wasted a whole day waiting for nothing, I had a ton of aggravation, and now I am replacing the other stuff I ordered from elsewhere as I have to redesign my bathroom from scratch again. I stress to everyone out there... do not use this company, go and find a real Online company who has more of a customer service than just saying sorry.